I booked a ticket for my aunt to visit me, from Vietnam to the U.S. via Korean Airlines (booked through orbitz). There is my aunt's middle name on the ticket and on the passport. However, at the Vietnam's airport, the Korean Airlines manager insisted that there was no middle name in the "system", and thus refused my aunt to get on the flight.
Is it possible to get refunded or re-booked? Who has the authority on this matter and whom I should contact?
The tickets are expensive, not to mention that we will also miss our booked tour in the U.S. so we need to figure this out soon.
At the moment, Orbitz has cancelled the whole trip and declined to refund since they consider it a "no show". I'm not sure I did anything wrong at all through the whole process. To whom should I contest this decision?
UPDATE Someone who had this same issue recently found this question via Google. So I figure I should update this question about how I deal with Orbitz for the future aggravated customer.
So after 7 months, the issue is not definitively resolved yet. Right after the news, we dispute the charge with Amex (reason: service not delivered). This leads to a few things:
The charge is taken off our credit card. Until now, it has not been brought back up
However, dispute through Amex means that when we call Orbitz, they say there's nothing the customer service can do, because it's not in the dispute resolution department
Recently, someone at Orbitz told us that the charge will come back up. However, 2 months have passed and we haven't seen anything.
Throughout the process we have been gathering documents to take Orbitz to small claim court if the charge does come back. If you Google "take Orbitz to small claim court," there are several success stories to follow.