Purchased Airline Ticket - Messed Up - Did not list passengers last name

[Gardener]

I input my girlfriends name on the airline ticket as First Name. Middle Name. and no last name by accident as I was trying to rush through so I didn't get kicked out while trying to purchase the ticket. This is an international flight. I only purchased yesterday evening 2/1.

The flight does not take place until another 33 days or so.

A ticket was issued in that incorrect name.

After noticing my error, a couple hours later, I contacted Turkish Airlines Customer service who had me fill out the correct name and upload my girlfriend's passport, which I did.

About 5 hours later, I was informed that unfortunately they cannot make the name change to the airline ticket and to have a good day. I since called back and spoke with customer service and of course asked how can I resolve this? I was again informed that they cannot change the name on the ticket. I asked if I should cancel the ticket and the rep seemed not to be sure and said that I could 'appeal' the earlier decision??! I said, okay, yes, I appeal that decision. She responded and said, okay please wait 1-7 business days for a response!

What should I do?

[Ms434343]

Read the fine print but you *should* be able cancel within 24 hours of booking for a full refund. This is a fairly standard rule domestically - unsure for an international airline. Someone please correct me if I am wrong.

[an_asker]

I input my girlfriends name on the airline ticket as First Name. Middle Name. and no last name by accident as I was trying to rush through so I didn't get kicked out while trying to purchase the ticket. This is an international flight. I only purchased yesterday evening 2/1.

The flight does not take place until another 33 days or so.

A ticket was issued in that incorrect name.

After noticing my error, a couple hours later, I contacted Turkish Airlines Customer service who had me fill out the correct name and upload my girlfriend's passport, which I did.

About 5 hours later, I was informed that unfortunately they cannot make the name change to the airline ticket and to have a good day. I since called back and spoke with customer service and of course asked how can I resolve this? I was again informed that they cannot change the name on the ticket. I asked if I should cancel the ticket and the rep seemed not to be sure and said that I could 'appeal' the earlier decision??! I said, okay, yes, I appeal that decision. She responded and said, okay please wait 1-7 business days for a response!

What should I do?

My understanding is that in the USA, you have 24 hours to cancel a ticket and get your money back. Unfortunately, that's the limit of what I know. You might want to ask over on flyertalk.com if you don't get more concrete info here (which hopefully you should get).

[dukeblue219]

The 24 hour cancellation rule DOES apply to international flights on foreign carriers operating from the US per transportation.gov. I suggest you immediately cancel the reservation and insist upon a full refund per US DOT regulations.

[Ms434343]

Yeah, I glanced quick on a Google search and I am unsure now too. The Flyertalk recommendation above is a good call.

[indexfundfan]

From DOT

https://www.transportation.gov/individu ... on/refunds

[Ms434343]

Not from Turkish Airlines website (can’t find it) but this website has me hung up and stuck on this topic. How valid it is, I have no idea:

https://www.reservationss.com/turkish-a ... tion-24-hr

Knowing About Turkish Airlines 24 Hours Cancellation Policy
There can be a situation where out of an emergency, you need to make the cancellation. In that case, you must ensure that you have read all the policies for cancellation. If you adhere to the cancellation policy, you’ll be able to make the ticket refundable. You can cancel by yourself if you have made the booking on the official website. However, if a travel agency created the booking, then you need to connect with them to make the cancellation.

To start with, Turkish Airlines does not offer a 24 hour cancellation policy to passengers. Unfortunately, this facility is not offered by Turkish Airlines.
Passengers who need to cancel their flight tickets within 12 hour of booking the ticket are required to pay the ticketing fee along with the 20% of the amount incurred.

[seawolf21]

I input my girlfriends name on the airline ticket as First Name. Middle Name. and no last name by accident as I was trying to rush through so I didn't get kicked out while trying to purchase the ticket. This is an international flight. I only purchased yesterday evening 2/1.

The flight does not take place until another 33 days or so.

A ticket was issued in that incorrect name.

After noticing my error, a couple hours later, I contacted Turkish Airlines Customer service who had me fill out the correct name and upload my girlfriend's passport, which I did.

About 5 hours later, I was informed that unfortunately they cannot make the name change to the airline ticket and to have a good day. I since called back and spoke with customer service and of course asked how can I resolve this? I was again informed that they cannot change the name on the ticket. I asked if I should cancel the ticket and the rep seemed not to be sure and said that I could 'appeal' the earlier decision??! I said, okay, yes, I appeal that decision. She responded and said, okay please wait 1-7 business days for a response!

What should I do?

If itinerary is to and/or from US, you have 24 hours from ticketing to cancel without penalty provided travel is not schedule to take place within next 7 days. You need to call whoever you purchased ticket from (eg agency or directly from airline).

So you still have time. Drop what you are doing and cancel it out instead of trying to do a name change.

[Gardener]

Thanks folks, very helpful information.

I didn't want to bog down my initial post in possible irrelevant details.

But, my girlfriend is actually flying from Asia by way of Turkish Airlines and meeting me in Latin America.

I am trying to ask Turkish Airlines now if I can cancel the flight and get a refund and then simply repurchase with the correct name information.

[seawolf21]

Not from Turkish Airlines website (can’t find it) but this website has me hung up and stuck on this topic. How valid it is, I have no idea:

Knowing About Turkish Airlines 24 Hours Cancellation Policy
There can be a situation where out of an emergency, you need to make the cancellation. In that case, you must ensure that you have read all the policies for cancellation. If you adhere to the cancellation policy, you’ll be able to make the ticket refundable. You can cancel by yourself if you have made the booking on the official website. However, if a travel agency created the booking, then you need to connect with them to make the cancellation.

To start with, Turkish Airlines does not offer a 24 hour cancellation policy to passengers. Unfortunately, this facility is not offered by Turkish Airlines.
Passengers who need to cancel their flight tickets within 12 hour of booking the ticket are required to pay the ticketing fee along with the 20% of the amount incurred.

Please just remove links to this clickbait site. It’s at best not authoritative and at worst inaccurate.

[Rainier]

Not from Turkish Airlines website (can’t find it) but this website has me hung up and stuck on this topic. How valid it is, I have no idea:

https://www.reservationss.com/turkish-a ... tion-24-hr

Knowing About Turkish Airlines 24 Hours Cancellation Policy
There can be a situation where out of an emergency, you need to make the cancellation. In that case, you must ensure that you have read all the policies for cancellation. If you adhere to the cancellation policy, you’ll be able to make the ticket refundable. You can cancel by yourself if you have made the booking on the official website. However, if a travel agency created the booking, then you need to connect with them to make the cancellation.

To start with, Turkish Airlines does not offer a 24 hour cancellation policy to passengers. Unfortunately, this facility is not offered by Turkish Airlines.
Passengers who need to cancel their flight tickets within 12 hour of booking the ticket are required to pay the ticketing fee along with the 20% of the amount incurred.

This doesn't apply. As others have said this is a federal rule required of the airline that is operating in the United States. It's good to know the rules because airlines won't just offer them up at their expense (like baggage weight limits when flying to the US from abroad, it's 50 pounds, not 20kg).

[dukeblue219]

Thanks folks, very helpful information.

I didn't want to bog down my initial post in possible irrelevant details.

But, my girlfriend is actually flying from Asia by way of Turkish Airlines and meeting me in Latin America.

I am trying to ask Turkish Airlines now if I can cancel the flight and get a refund and then simply repurchase with the correct name information.

Ah. That's a big detail unfortunately My prior recommendation to invoke USDOT isn't worth much then

[seawolf21]

Thanks folks, very helpful information.

I didn't want to bog down my initial post in possible irrelevant details.

But, my girlfriend is actually flying from Asia by way of Turkish Airlines and meeting me in Latin America.

I am trying to ask Turkish Airlines now if I can cancel the flight and get a refund and then simply repurchase with the correct name information.

Was ticket purchased from a U.S. site and/or issued in USD? Technically DoT rule should apply if site was marketed toward US consumer.

[exodusing]

Cancellation policies for various fare classes: https://www.turkishairlines.com/en-int/ ... are-rules/

[Gardener]

Thanks folks, very helpful information.

I didn't want to bog down my initial post in possible irrelevant details.

But, my girlfriend is actually flying from Asia by way of Turkish Airlines and meeting me in Latin America.

I am trying to ask Turkish Airlines now if I can cancel the flight and get a refund and then simply repurchase with the correct name information.

Ah. That's a big detail unfortunately My prior recommendation to invoke USDOT isn't worth much then

Definitely was a big detail!

That is still helpful and good to know when flying domestic. I didn't know that.

[Gardener]

Quick update.

Turkish Airlines able to provide little help.

When I go online to cancel, it says I will be charged $260, even though all I want to do is cancel and then buy the same ticket with passengers correct name.

I just reached out one last time and left a message through their customer service chat/email thing and asked if they would waive that fee. Probably out $260 and whatever the change in flight will be. Looks like ill be paying a stupid tax!

[ekid]

Dispute it thru your (presumably) US credit card.

Back in Nov. I reserved with Lufthansa, then cancelled within 24 hours. They were dubious but it worked when I say "US law".

(sigh) I could find no better fare and bought identical next day...!

[Pacific]

It seems unusual that the airline issued a ticket to a customer without a last name.

[ResearchMed]

It seems unusual that the airline issued a ticket to a customer without a last name.

Names are positioned and spaced differently in various countries.

And at least recently (well, pre-COVID), our air tickets were issued without spaces, such as:
JANEXDOE

So it isn't necessarily clear if there is perhaps a middle name of "NEX" or a last name of "EXDOE", or what.

RM

[THY4373]

Good luck with Turkish Airlines their call centers have a poor reputation even by the not great standard of US airlines. Whatever you do I'd cancel in some fashion within 24-hours and if that does result in a full refund do a chargeback with your CC.

I recently made a minor naming mistake when I purchased a ticket for my son with Virgin Atlantic. I realized the mistake immediately and called them and they were able to fix the reservation and reticket the ticket. Virgin has very good CSRs though in my experience.

[Super Hans]

I made a similar mistake with a KLM ticket. Their social media team changed the last name for me after a couple of days. It's a good thing, or my better half wasn't going to be happy when denied boarding! TK should pull through since it's an obvious error and not a matter of changing the person involved.

[vveat]

Every airline is different in how they handle this. On United I've had a simple change done in minutes (I do have status on United so may have helped). When I made similar one with my son's name on Emirates, it took 2 very long calls to fix it since customer service had to cancel it as part of our travelling group, and reissue a standalone, but he as minor can't fly alone, so she had to do some internal linkage to our ticket. Rules are all different, and I would keep bugging the airline customer support.

[veggivet]

Dispute it thru your (presumably) US credit card.

Back in Nov. I reserved with Lufthansa, then cancelled within 24 hours. They were dubious but it worked when I say "US law".

(sigh) I could find no better fare and bought identical next day...!

This!!

[exodusing]

Thanks folks, very helpful information.

I didn't want to bog down my initial post in possible irrelevant details.

But, my girlfriend is actually flying from Asia by way of Turkish Airlines and meeting me in Latin America.

I am trying to ask Turkish Airlines now if I can cancel the flight and get a refund and then simply repurchase with the correct name information.

Was ticket purchased from a U.S. site and/or issued in USD? Technically DoT rule should apply if site was marketed toward US consumer.

Do you have a link to the rule or authoritative interpretation? The DoT website I linked above just discusses the 24 hour rule without discussing how much contact with the US is necessary for the rule to apply.

[galawdawg]

Here's Turkish Airlines policy, which is compliant with US DOT requirements:

4-Allow reservations to be held at least for 24 hours at quoted fare
Effective for Purchases made on or after April 2, 2019:

Turkish Airlines will offer its customers a 24 hour hold period in which they can hold a reservation without payment, under no obligation, with a guaranteed fare to or from the United States, made on this website or through other U.S. reservations centers or ticket counters if the reservation is made at least 7 days prior to departure. After a customer provides payment for any ticket, it will only be refunded subject to applicable fees per the fare rules. This is true regardless of whether or not a customer chooses to use this free “hold” option.

https://www.turkishairlines.com/en-int/ ... vice-plan/

US DOT policy states:

Cancelling a Ticket Reservation or Purchase within 24 hours of Booking

For airline tickets that are purchased at least seven days before a flight’s scheduled departure date and time, airlines are required to either:

• Allow consumers to cancel their reservation and receive a full refund without a penalty for 24 hours, or

• Allow consumers to reserve a ticket (place it on hold) at the quoted prices without paying for the ticket for 24 hours.

Airlines are not required to offer both a hold and a refund option. Check your airline’s policy before purchasing a ticket.

https://www.transportation.gov/sites/do ... 0530_0.pdf

Also, USDOT does not prohibit an airline from charging a fee to change a passenger's name, even if the change is simply to correct an error in that passenger's name made by the person booking the ticket. Finally, filing a credit card dispute would be unwarranted. Based upon what OP has shared, Turkish Airlines has not violated any provisions of US law or US DOT regulations, has not breached their terms and conditions as clearly disclosed on their website and apparently stands ready to provide the service the OP paid for. Worst case scenario...the airline issues a conditional credit during the dispute, it comes to the attention of Turkish Airlines after one leg of the trip is complete but another leg has yet to be traveled, and Turkish Airlines voids the remainder of the ticket(s) leaving the OP and his overseas girlfriend stranded. Even if the dispute were then resolved in OP's favor, he'll pay multiples of his original fare to find his way back home and get his overseas girlfriend to her destination.

Sometimes carelessness comes with a price, in this case it is $260.00. OP should simply pay it, get the ticket corrected, and enjoy his travels!

[LeftCoastIV]

Tell Turkish airlines that it is a system error on their side that allows a ticket to be purchased without a last name. A basic input check should catch that issue before ticketing.

Sure you missed an input, but there was no validation of a required field on their side.

They basically ticketed an unusable ticket because it has no last name.

[ekid]

Tell Turkish airlines that it is a system error on their side that allows a ticket to be purchased without a last name. A basic input check should catch that issue before ticketing.

Sure you missed an input, but there was no validation of a required field on their side.

They basically ticketed an unusable ticket because it has no last name.

And that's enough to make me avoid Turkish Air. I've been on their website and couldn't make it work.
Didn't know why...

[seawolf21]

It seems unusual that the airline issued a ticket to a customer without a last name.

It seems unusual that the airline issued a ticket to a customer without a last name.

Names are positioned and spaced differently in various countries.

And at least recently (well, pre-COVID), our air tickets were issued without spaces, such as:
JANEXDOE

So it isn't necessarily clear if there is perhaps a middle name of "NEX" or a last name of "EXDOE", or what.

RM

Last name is a required field in GDS and ICAO passport definitions. This is a symptoms of a third-rate IT department. Hope their flight crew are of a higher caliber.

Thanks folks, very helpful information.

I didn't want to bog down my initial post in possible irrelevant details.

But, my girlfriend is actually flying from Asia by way of Turkish Airlines and meeting me in Latin America.

I am trying to ask Turkish Airlines now if I can cancel the flight and get a refund and then simply repurchase with the correct name information.

Was ticket purchased from a U.S. site and/or issued in USD? Technically DoT rule should apply if site was marketed toward US consumer.

Do you have a link to the rule or authoritative interpretation? The DoT website I linked above just discusses the 24 hour rule without discussing how much contact with the US is necessary for the rule to apply.

Not directly because DoT has not defined "marketed to US specifically." IMO If the fare/ticket was denominated in USD would help.

Page 17 - https://www.transportation.gov/airconsu ... rotections

How does the Department define “marketed to U.S. consumers” for purposes of determining when a provision of the rule is applicable to a foreign carrier (e.g., 259.6 and 259.7)?

The Department has not defined this term specifically, but will make the determination on a case-by-case basis. Among the things we will look for when evaluating whether a site is marketed to U.S. consumers are 1) if the website is in English, 2) if tickets are sold in U.S. dollars, 3) if it lists flights to or from the U.S., 4) whether sales are blocked for customers with U.S. addresses or telephone numbers, and 5) even if a site is in a language other than English, if the site is marketed toward a particular segment of the U.S. market (e.g., website in Spanish and geared toward consumers in Miami).

[evcsfan]

If you're unable to resolve the issue with the airline, highly recommend you file a formal complaint at https://airconsumer.dot.gov/escomplaint ... erForm.cfm Someone from DOT will get back to you via email (could be few weeks based on backlogs) and you would be surprised how quickly the issue will get resolved from the date of email. Often the resolution will be in your favor if it's a legitimate case i.e. in your case if you cancelled the ticket within 24 hr of purchase and were yet charged $260.

[exodusing]

Not directly because DoT has not defined "marketed to US specifically." IMO If the fare/ticket was denominated in USD would help.

Page 17 - https://www.transportation.gov/airconsu ... rotections

How does the Department define “marketed to U.S. consumers” for purposes of determining when a provision of the rule is applicable to a foreign carrier (e.g., 259.6 and 259.7)?

The Department has not defined this term specifically, but will make the determination on a case-by-case basis. Among the things we will look for when evaluating whether a site is marketed to U.S. consumers are 1) if the website is in English, 2) if tickets are sold in U.S. dollars, 3) if it lists flights to or from the U.S., 4) whether sales are blocked for customers with U.S. addresses or telephone numbers, and 5) even if a site is in a language other than English, if the site is marketed toward a particular segment of the U.S. market (e.g., website in Spanish and geared toward consumers in Miami).

Regarding Turkish Airlines, they seem to hit all of the listed tests: 1) the website is in English, 2) tickets are sold in USD, 3) the site lists flights to or from the US, and 4) sales are not blocked for US customers. Therefore, it would appear they are subject to this DOT rule, even if the flight in question is not to or from the US (since that's not a listed test). It appears the airline offers something that complies with the rule based on the post above quoting their policy - you can hold for 24 hours, although refund rights are subject to fare rules once you pay.

[seawolf21]

Not directly because DoT has not defined "marketed to US specifically." IMO If the fare/ticket was denominated in USD would help.

Page 17 - https://www.transportation.gov/airconsu ... rotections

How does the Department define “marketed to U.S. consumers” for purposes of determining when a provision of the rule is applicable to a foreign carrier (e.g., 259.6 and 259.7)?

The Department has not defined this term specifically, but will make the determination on a case-by-case basis. Among the things we will look for when evaluating whether a site is marketed to U.S. consumers are 1) if the website is in English, 2) if tickets are sold in U.S. dollars, 3) if it lists flights to or from the U.S., 4) whether sales are blocked for customers with U.S. addresses or telephone numbers, and 5) even if a site is in a language other than English, if the site is marketed toward a particular segment of the U.S. market (e.g., website in Spanish and geared toward consumers in Miami).

Regarding Turkish Airlines, they seem to hit all of the listed tests: 1) the website is in English, 2) tickets are sold in USD, 3) the site lists flights to or from the US, and 4) sales are not blocked for US customers. Therefore, it would appear they are subject to this DOT rule, even if the flight in question is not to or from the US (since that's not a listed test). It appears the airline offers something that complies with the rule based on the post above quoting their policy - you can hold for 24 hours, although refund rights are subject to fare rules once you pay.

Yes all foreign airlines would be subject to US DoT jurisdiction if the itinerary involve a US point.

However OP has not mentioned if ticket was USD or from US Turkish site. The only thing OP indicated is itinerary didn't involve any US points. As an example, if ticket was Singapore to Ankara purchased on Turkish Singapore site in Singaporean dollars, US DoT rule would not be applicable for such an itinerary.

[TravelGeek]

Last name is a required field in GDS and ICAO passport definitions. This is a symptoms of a third-rate IT department. Hope their flight crew are of a higher caliber.

I obviously don’t know how/where the OP purchased the ticket, but on turkishairlines.com the entry of a last name is mandatory for me.

Perhaps the OP used a different interface or an OTA?

https://imgur.com/a/Z5CZMe5

[exodusing]

Not directly because DoT has not defined "marketed to US specifically." IMO If the fare/ticket was denominated in USD would help.

Page 17 - https://www.transportation.gov/airconsu ... rotections

How does the Department define “marketed to U.S. consumers” for purposes of determining when a provision of the rule is applicable to a foreign carrier (e.g., 259.6 and 259.7)?

The Department has not defined this term specifically, but will make the determination on a case-by-case basis. Among the things we will look for when evaluating whether a site is marketed to U.S. consumers are 1) if the website is in English, 2) if tickets are sold in U.S. dollars, 3) if it lists flights to or from the U.S., 4) whether sales are blocked for customers with U.S. addresses or telephone numbers, and 5) even if a site is in a language other than English, if the site is marketed toward a particular segment of the U.S. market (e.g., website in Spanish and geared toward consumers in Miami).

Regarding Turkish Airlines, they seem to hit all of the listed tests: 1) the website is in English, 2) tickets are sold in USD, 3) the site lists flights to or from the US, and 4) sales are not blocked for US customers. Therefore, it would appear they are subject to this DOT rule, even if the flight in question is not to or from the US (since that's not a listed test). It appears the airline offers something that complies with the rule based on the post above quoting their policy - you can hold for 24 hours, although refund rights are subject to fare rules once you pay.

Yes all foreign airlines would be subject to US DoT jurisdiction if the itinerary involve a US point.

However OP has not mentioned if ticket was USD or from US Turkish site. The only thing OP indicated is itinerary didn't involve any US points. As an example, if ticket was Singapore to Ankara purchased on Turkish Singapore site in Singaporean dollars, US DoT rule would not be applicable for such an itinerary.

I'm not seeing a requirement that "the itinerary involve a US point", just that "the site lists flights to or from the US". It's not implausible that listing US flights would help establish that the carrier is marketing to US persons without regard for details of the specific flight, especially if the airline meets the other relevant listed tests. I'm only looking at the language you posted. Is there more from the DOT that clarifies this point?

[seawolf21]

Not directly because DoT has not defined "marketed to US specifically." IMO If the fare/ticket was denominated in USD would help.

Page 17 - https://www.transportation.gov/airconsu ... rotections

How does the Department define “marketed to U.S. consumers” for purposes of determining when a provision of the rule is applicable to a foreign carrier (e.g., 259.6 and 259.7)?

The Department has not defined this term specifically, but will make the determination on a case-by-case basis. Among the things we will look for when evaluating whether a site is marketed to U.S. consumers are 1) if the website is in English, 2) if tickets are sold in U.S. dollars, 3) if it lists flights to or from the U.S., 4) whether sales are blocked for customers with U.S. addresses or telephone numbers, and 5) even if a site is in a language other than English, if the site is marketed toward a particular segment of the U.S. market (e.g., website in Spanish and geared toward consumers in Miami).

Regarding Turkish Airlines, they seem to hit all of the listed tests: 1) the website is in English, 2) tickets are sold in USD, 3) the site lists flights to or from the US, and 4) sales are not blocked for US customers. Therefore, it would appear they are subject to this DOT rule, even if the flight in question is not to or from the US (since that's not a listed test). It appears the airline offers something that complies with the rule based on the post above quoting their policy - you can hold for 24 hours, although refund rights are subject to fare rules once you pay.

Yes all foreign airlines would be subject to US DoT jurisdiction if the itinerary involve a US point.

However OP has not mentioned if ticket was USD or from US Turkish site. The only thing OP indicated is itinerary didn't involve any US points. As an example, if ticket was Singapore to Ankara purchased on Turkish Singapore site in Singaporean dollars, US DoT rule would not be applicable for such an itinerary.

I'm not seeing a requirement that "the itinerary involve a US point", just that "the site lists flights to or from the US". It's not implausible that listing US flights would help establish that the carrier is marketing to US persons without regard for details of the specific flight, especially if the airline meets the other relevant listed tests. I'm only looking at the language you posted. Is there more from the DOT that clarifies this point?

We need OP to provide additional details. Only thing OP indicated is that the itinerary is for Asia to Latin America involving Turkish Airlines. Taken at face value, it would be a connection in Ankara and there would be no US point (aka to/from/thru US) on the itinerary.

There is also nothing provided by OP for us to assume it was purchased on US Turkish Airline site or to that it was ticketed in USD.

There is not enough information to determine if any of the last two conditions apply to determine if US DoT regulations apply.

[dukeblue219]

Tell Turkish airlines that it is a system error on their side that allows a ticket to be purchased without a last name. A basic input check should catch that issue before ticketing.

It sounds like OP put the middle name in the last name field. Everyone seems to be assuming last name was left blank.

[galawdawg]

Not directly because DoT has not defined "marketed to US specifically." IMO If the fare/ticket was denominated in USD would help.

Page 17 - https://www.transportation.gov/airconsu ... rotections

Regarding Turkish Airlines, they seem to hit all of the listed tests: 1) the website is in English, 2) tickets are sold in USD, 3) the site lists flights to or from the US, and 4) sales are not blocked for US customers. Therefore, it would appear they are subject to this DOT rule, even if the flight in question is not to or from the US (since that's not a listed test). It appears the airline offers something that complies with the rule based on the post above quoting their policy - you can hold for 24 hours, although refund rights are subject to fare rules once you pay.

Yes all foreign airlines would be subject to US DoT jurisdiction if the itinerary involve a US point.

However OP has not mentioned if ticket was USD or from US Turkish site. The only thing OP indicated is itinerary didn't involve any US points. As an example, if ticket was Singapore to Ankara purchased on Turkish Singapore site in Singaporean dollars, US DoT rule would not be applicable for such an itinerary.

I'm not seeing a requirement that "the itinerary involve a US point", just that "the site lists flights to or from the US". It's not implausible that listing US flights would help establish that the carrier is marketing to US persons without regard for details of the specific flight, especially if the airline meets the other relevant listed tests. I'm only looking at the language you posted. Is there more from the DOT that clarifies this point?

We need OP to provide additional details. Only thing OP indicated is that the itinerary is for Asia to Latin America involving Turkish Airlines. Taken at face value, it would be a connection in Ankara and there would be no US point (aka to/from/thru US) on the itinerary.

There is also nothing provided by OP for us to assume it was purchased on US Turkish Airline site or to that it was ticketed in USD.

There is not enough information to determine if any of the last two conditions apply to determine if US DoT regulations apply.

None of that matters. See my post upthread. Turkish Airlines policies are compliant with US DOT regulations. Those regulations do NOT require the airline to offer a refund within twenty-four hours of ticketing if the airline allows consumers to reserve a ticket (place it on hold) at the quoted prices without paying for the ticket for 24 hours.

Turkish Airlines allows consumers to reserve a ticket at the quoted prices without paying for the ticket for 24 hours. Therefore, they are NOT required by US DOT to offer the OP a refund.

[exodusing]

<snip>
None of that matters. See my post upthread. Turkish Airlines policies are compliant with US DOT regulations. Those regulations do NOT require the airline to offer a refund within twenty-four hours of ticketing if the airline allows consumers to reserve a ticket (place it on hold) at the quoted prices without paying for the ticket for 24 hours.

Turkish Airlines allows consumers to reserve a ticket at the quoted prices without paying for the ticket for 24 hours. Therefore, they are NOT required by US DOT to offer the OP a refund.

Agreed. As I posted above "It appears the airline offers something that complies with the rule based on the post above quoting their policy - you can hold for 24 hours, although refund rights are subject to fare rules once you pay."

The more general question is which airlines have to comply with the 24 hour rule. The applicable rule appears to be at https://www.law.cornell.edu/cfr/text/14/259.5 See (b)(4) for the 24 hour provision. That rule applies to every "covered carrier", which is defined to include US carriers and every "foreign air carrier operating to, from or within the United States". In other words, the rule applies to carriers and it does not matter for those carriers if the flight in question touches the US.

[seawolf21]

Regarding Turkish Airlines, they seem to hit all of the listed tests: 1) the website is in English, 2) tickets are sold in USD, 3) the site lists flights to or from the US, and 4) sales are not blocked for US customers. Therefore, it would appear they are subject to this DOT rule, even if the flight in question is not to or from the US (since that's not a listed test). It appears the airline offers something that complies with the rule based on the post above quoting their policy - you can hold for 24 hours, although refund rights are subject to fare rules once you pay.

Yes all foreign airlines would be subject to US DoT jurisdiction if the itinerary involve a US point.

However OP has not mentioned if ticket was USD or from US Turkish site. The only thing OP indicated is itinerary didn't involve any US points. As an example, if ticket was Singapore to Ankara purchased on Turkish Singapore site in Singaporean dollars, US DoT rule would not be applicable for such an itinerary.

I'm not seeing a requirement that "the itinerary involve a US point", just that "the site lists flights to or from the US". It's not implausible that listing US flights would help establish that the carrier is marketing to US persons without regard for details of the specific flight, especially if the airline meets the other relevant listed tests. I'm only looking at the language you posted. Is there more from the DOT that clarifies this point?

We need OP to provide additional details. Only thing OP indicated is that the itinerary is for Asia to Latin America involving Turkish Airlines. Taken at face value, it would be a connection in Ankara and there would be no US point (aka to/from/thru US) on the itinerary.

There is also nothing provided by OP for us to assume it was purchased on US Turkish Airline site or to that it was ticketed in USD.

There is not enough information to determine if any of the last two conditions apply to determine if US DoT regulations apply.

None of that matters. See my post upthread. Turkish Airlines policies are compliant with US DOT regulations. Those regulations do NOT require the airline to offer a refund within twenty-four hours of ticketing if the airline allows consumers to reserve a ticket (place it on hold) at the quoted prices without paying for the ticket for 24 hours.

Turkish Airlines allows consumers to reserve a ticket at the quoted prices without paying for the ticket for 24 hours. Therefore, they are NOT required by US DOT to offer the OP a refund.

Completely agree.

<snip>
None of that matters. See my post upthread. Turkish Airlines policies are compliant with US DOT regulations. Those regulations do NOT require the airline to offer a refund within twenty-four hours of ticketing if the airline allows consumers to reserve a ticket (place it on hold) at the quoted prices without paying for the ticket for 24 hours.

Turkish Airlines allows consumers to reserve a ticket at the quoted prices without paying for the ticket for 24 hours. Therefore, they are NOT required by US DOT to offer the OP a refund.

Agreed. As I posted above "It appears the airline offers something that complies with the rule based on the post above quoting their policy - you can hold for 24 hours, although refund rights are subject to fare rules once you pay."

The more general question is which airlines have to comply with the 24 hour rule. The applicable rule appears to be at https://www.law.cornell.edu/cfr/text/14/259.5 See (b)(4) for the 24 hour provision. That rule applies to every "covered carrier", which is defined to include US carriers and every "foreign air carrier operating to, from or within the United States". In other words, the rule applies to carriers and it does not matter for those carriers if the flight in question touches the US.

As indicated in my prior posts, it does not applied globally when it comes to foreign carriers. It only applies to flight/itinerary which involves US. Refer to §259.2 concerning Applicability of 14 CFR 259 when it comes to foreign carriers.

In real application, US does not have jurisdiction to enforce US regulation when it comes to an itinerary involving travel (as an example) between Toronto to Vancouver sold by Air Canada on non-US website just because Air Canada happens to offer flights involving US market. How would a Canadian purchasing such a trip even have standing in US legal system? When US DoT initiated proceedings against Air Canada due to airline not providing refunds for cancellation during COVID, only itineraries involving US points were covered; not for itineraries wholly within Canada or wholly between Canada and rest of world.

[TravelGeek]

As indicated in my prior posts, it does not applied globally when it comes to foreign carriers. It only applies to flight/itinerary which involves US. Refer to §259.2 concerning Applicability of 14 CFR 259 when it comes to foreign carriers.

Yeah, if the US were able to do that, the EU could just apply EU 261/2004 rules to a broader set of airlines/flights.

[exodusing]

As indicated in my prior posts, it does not applied globally when it comes to foreign carriers. It only applies to flight/itinerary which involves US. Refer to §259.2 concerning Applicability of 14 CFR 259 when it comes to foreign carriers.

In real application, US does not have jurisdiction to enforce US regulation when it comes to an itinerary involving travel (as an example) between Toronto to Vancouver sold by Air Canada on non-US website just because Air Canada happens to offer flights involving US market. How would a Canadian purchasing such a trip even have standing in US legal system? When US DoT initiated proceedings against Air Canada due to airline not providing refunds for cancellation during COVID, only itineraries involving US points were covered; not for itineraries wholly within Canada or wholly between Canada and rest of world.

§259.2 "This part applies ... to all flights to and from the U.S. of a foreign air carrier if the carrier operates scheduled passenger service or public charter service to and from the U.S. using any aircraft originally designed to have a passenger capacity of 30 or more seats, except as otherwise provided in this part". Emphasis added. This means other parts of the rules can apply more narrowly or broadly if they so provide.

§259.5 provides that "covered carriers" have a plan which includes "Allowing reservations to be held at the quoted fare without payment, or cancelled without penalty, for at least twenty-four hours after the reservation is made if the reservation is made one week or more prior to a flight's departure;" § 259.3 defines the term: "Covered carrier means a certificated carrier, a commuter carrier, or a foreign air carrier operating to, from or within the United States." The specific provisions of §259.5 appear to have a broader application than the general coverage of §259.2. One applies to flights, the other carriers. Why have a covered carrier definition if §259.2 is the sole provision regarding the scope of the regulations?

The question of the reach of US laws to plaintiffs and defendants who are not US persons is complex and can depend on factors including the extent of contacts with the US. Note that Turkish Airlines is in compliance with this rule for a flight that does not touch the US.

Did DOT provide guidance as to these matters in the Air Canada case? Is there other authoritative litigation or interpretation? If so, please link.

[exodusing]

As indicated in my prior posts, it does not applied globally when it comes to foreign carriers. It only applies to flight/itinerary which involves US. Refer to §259.2 concerning Applicability of 14 CFR 259 when it comes to foreign carriers.

Yeah, if the US were able to do that, the EU could just apply EU 261/2004 rules to a broader set of airlines/flights.

The EU may be able to, but that doesn't mean they want to or have to.

[Gardener]

Tell Turkish airlines that it is a system error on their side that allows a ticket to be purchased without a last name. A basic input check should catch that issue before ticketing.

It sounds like OP put the middle name in the last name field. Everyone seems to be assuming last name was left blank.

Yes. This is what I did! Input her middle name in the last name field. Careless and haste on my part!

I did purchase on the Turkish Airlines website.

Initially, Turkish Airlines Customer service looked like it would have provided resolution as the gentlemen I spoke with said to go ahead and upload girlfriends passport on their Customer Service portal (for lack of a better word) and a new ticket would be issued. A new ticket was never issued and then I was told I could dispute the fact that I was being charged a fee.

[seawolf21]

As indicated in my prior posts, it does not applied globally when it comes to foreign carriers. It only applies to flight/itinerary which involves US. Refer to §259.2 concerning Applicability of 14 CFR 259 when it comes to foreign carriers.

In real application, US does not have jurisdiction to enforce US regulation when it comes to an itinerary involving travel (as an example) between Toronto to Vancouver sold by Air Canada on non-US website just because Air Canada happens to offer flights involving US market. How would a Canadian purchasing such a trip even have standing in US legal system? When US DoT initiated proceedings against Air Canada due to airline not providing refunds for cancellation during COVID, only itineraries involving US points were covered; not for itineraries wholly within Canada or wholly between Canada and rest of world.

§259.2 "This part applies ... to all flights to and from the U.S. of a foreign air carrier if the carrier operates scheduled passenger service or public charter service to and from the U.S. using any aircraft originally designed to have a passenger capacity of 30 or more seats, except as otherwise provided in this part". Emphasis added. This means other parts of the rules can apply more narrowly or broadly if they so provide.

§259.5 provides that "covered carriers" have a plan which includes "Allowing reservations to be held at the quoted fare without payment, or cancelled without penalty, for at least twenty-four hours after the reservation is made if the reservation is made one week or more prior to a flight's departure;" § 259.3 defines the term: "Covered carrier means a certificated carrier, a commuter carrier, or a foreign air carrier operating to, from or within the United States." The specific provisions of §259.5 appear to have a broader application than the general coverage of §259.2. One applies to flights, the other carriers. Why have a covered carrier definition if §259.2 is the sole provision regarding the scope of the regulations?

The question of the reach of US laws to plaintiffs and defendants who are not US persons is complex and can depend on factors including the extent of contacts with the US. Note that Turkish Airlines is in compliance with this rule for a flight that does not touch the US.

Did DOT provide guidance as to these matters in the Air Canada case? Is there other authoritative litigation or interpretation? If so, please link.

Pages 23122-23123 of Federal Register concerning customer service plan during rule making makes it clear DoT is not applying this to itineraries not involving US.

https://www.govinfo.gov/content/pkg/FR- ... 1-9736.pdf

Both US and foreign carriers expressed concern during the comments period about applicability outside of US. US carriers were concern with “retaliatory” regulations from other government.


In terms of actual enforcement…
Prayer for Relief in original complaint indicates that DoT interpretive position on 259.5 is that it only applies to flights to/from US

https://www.regulations.gov/document/DO ... -0073-0002

Air Canada settlement applied only to US flights.

https://www.transportation.gov/individu ... -agreement

§259.5 is specifically refer to in various places but in page 10, DoT is only interpreting it applies for flights to/from US.

[Gardener]

Update-

Thanks all that have posted.

I have cancelled my flight online and was charged a $260 fee for the cancellation.

Contacted Turkish Airlines again to try and see if I could escalate to talk to a manager. Was then informed that the system was down. At that point, my patience had run its course and I hung up and left my final message on their customer service feedback (customer message portal of sorts) and requested a refund of the cancellation fee. I would be shocked if I get that money back.

I then purchased the same ticket again, this time with the correct last name. I benefited by slightly better travel prices and so was able to save money on the flight in comparison to the initial ticket I bought. After it's all said and done, I will have paid $76 more on the second itinerary purchased.

I also will dispute the transaction with my Visa credit card on Monday when their office is open and explain what happened. I may be told I don't have a leg to stand on per the rules, but I suppose it's worth a try.

Again, careless on my part caused the issue, but it seems like $260 to remedy what should have been a simple fix seems a little steep.

Thanks folks.

[galawdawg]

I also will dispute the transaction with my Visa credit card on Monday when their office is open and explain what happened. I may be told I don't have a leg to stand on per the rules, but I suppose it's worth a try.

Again, careless on my part caused the issue, but it seems like $260 to remedy what should have been a simple fix seems a little steep.

I expressed my considered opinion about the matter upthread. However, if you nonetheless elect to pursue a credit card dispute, I recommend that you should have alternative travel arrangements in mind. When Turkish Airlines is notified of the dispute and asked to respond, they can and may cancel any travel you have booked with them and even prohibit you from traveling on their airline in the future. If they do that, depending upon when that is, you may be left holding the bag, so to speak. You could find yourself unable to secure alternative flights on another airline or find that flights booked at that time are significantly more expensive than your current "all-in" cost.

But if $76.00 (your net cost to cancel and rebook due to your own carelessness) is that important to you, by all means, file the dispute. However, if doing so results in being declared a "viatoribus non-grata" by TK, don't say you weren't warned!

[ResearchMed]

Did you conclude that you actually were or were not entitled to a refund?
I didn't read *all* of the details above, but it seemed that if Turkish would have allowed a hold, then they were not obligated *also* to give a refund within 24 hours. And then there was the question of whether this rule even applied in your case with Turkish.

I'd recommend caution in filing charge disputes if you don't genuinely believe you were "wronged".
If you later have more of these (regardless of the charge card decision), they may not be as understanding/helpful in the future, and that could affect a large purchase issue.

It may also depend upon whether you charge a lot (in $$$ total annually). If you do, then the card vendor may just eat a small dispute to keep a "big spender" happy, etc.

Point is that it may not be "consequence free" to file a dispute that you expect will not work.

Glad you got the amount down to only $76, also!

RM

[Nate79]

Agree with the posts that say be very careful doing a dispute. When you do a dispute with any retailer you risk any future business with them.

[Gardener]

I also will dispute the transaction with my Visa credit card on Monday when their office is open and explain what happened. I may be told I don't have a leg to stand on per the rules, but I suppose it's worth a try.

Again, careless on my part caused the issue, but it seems like $260 to remedy what should have been a simple fix seems a little steep.

I expressed my considered opinion about the matter upthread. However, if you nonetheless elect to pursue a credit card dispute, I recommend that you should have alternative travel arrangements in mind. When Turkish Airlines is notified of the dispute and asked to respond, they can and may cancel any travel you have booked with them and even prohibit you from traveling on their airline in the future. If they do that, depending upon when that is, you may be left holding the bag, so to speak. You could find yourself unable to secure alternative flights on another airline or find that flights booked at that time are significantly more expensive than your current "all-in" cost.

But if $76.00 (your net cost to cancel and rebook due to your own carelessness) is that important to you, by all means, file the dispute. However, if doing so results in being declared a "viatoribus non-grata" by TK, don't say you weren't warned!

Fair enough. I respect what you said and although I think what you said is unlikely to occur (Turkish Airlines canceling my cancel with them now and/or in the future), is certainly isn't impossible. I need to look at this more logically and less out of merely being annoyed.

I'm sure I'm just acting more out of being annoyed at 1. My honest mistake/ carelessness 2. Terrible customer service and 3. Being out $260 (which still seems awfully excessive for that kind of mistake and remedy, when I'm going to turn around and purchase the exact same ticket).

[Gardener]

I'm going to follow the advice of the collective wisdom here (especially the last three posters) and not file a credit dispute. Being ticked off for a perceived injustice isn't in itself reason enough to dispute a credit charge.

Thanks!

[galawdawg]

I also will dispute the transaction with my Visa credit card on Monday when their office is open and explain what happened. I may be told I don't have a leg to stand on per the rules, but I suppose it's worth a try.

Again, careless on my part caused the issue, but it seems like $260 to remedy what should have been a simple fix seems a little steep.

I expressed my considered opinion about the matter upthread. However, if you nonetheless elect to pursue a credit card dispute, I recommend that you should have alternative travel arrangements in mind. When Turkish Airlines is notified of the dispute and asked to respond, they can and may cancel any travel you have booked with them and even prohibit you from traveling on their airline in the future. If they do that, depending upon when that is, you may be left holding the bag, so to speak. You could find yourself unable to secure alternative flights on another airline or find that flights booked at that time are significantly more expensive than your current "all-in" cost.

But if $76.00 (your net cost to cancel and rebook due to your own carelessness) is that important to you, by all means, file the dispute. However, if doing so results in being declared a "viatoribus non-grata" by TK, don't say you weren't warned!

Fair enough. I respect what you said and although I think what you said is unlikely to occur (Turkish Airlines canceling my cancel with them now and/or in the future), is certainly isn't possible. I need to look at this more logically and less out of merely being annoyed.

I'm sure I'm just acting more out of being annoyed at 1. My honest mistake/ carelessness 2. Terrible customer service and 3. Being out $260 (which still seems awfully excessive for that kind of mistake and remedy, when I'm going to turn around and purchase the exact same ticket).

Jack Bogle often cautioned about letting emotions guide investment decisions. That applies equally as well to all financial matters.

Did I misunderstand your update about what this error actually cost you out-of pocket? I read it to be that you paid a cancellation fee of $260 but you saved $184 on the cost of the airfare when you rebooked, resulting in a net cost to you of $76.00. Was that an incorrect reading?

Companies can, and do, ban customers who file credit card disputes. The likelihood of that increases when the company has complied with all applicable laws, regulations and the terms and conditions of any purchase and the customer nonetheless files a chargeback because they are dissatisfied with the manner in which the company handled an issue of the customer's own making.

Personally, I simply wouldn't risk it. Especially if I had to explain to an overseas girlfriend that I wasn't coming to see her because the airline cancelled my ticket because I filed a credit card chargeback for a fee that they had every right to charge...she'd soon be an ex-girlfriend for sure! Particularly if it was all over a measly $76!