On holiday at the moment, with a budget-ish company that does package holidays. I booked it over the phone, we were taking a member of DH's family but they dropped out so we've brought a different member, paid £150 to Change the name on the booking. DH, the 2 kids and the family member all have the same surname, I kept my maiden name (this is relevant).
So we went last week to the airport to check our bags in and I was told that DH's surname didn't match his passport - 2 letters had been inverted, none of us had spotted it. I told them this was the company's fault as I booked them all under his surname over the phone so someone their end obviously manually typed the name in incorrectly. The lady went off to speak to someone and came back with it sorted, and we were given boarding passes with the correct names on.
About day 2 of our holiday I went online to check that they'd changed his surname for flying back - I'd already checked-in online for our return flight, but his boarding pass had the incorrect spelling and I was assured I could generate a new boarding pass. To my surprise EVERYONE with DH's surname (so everyone but me) had a letter removed from the surname!! Think from Smythe to Smyth.
I phoned their helpline, got told that they NEVER do this and I must be wrong, but I sure as hell didn't do it (and couldn't if I tried). They transferred me but hung up on me in the process, so I went to see our rep in the hotel. He looked into it and the next day said he'd spoke to the airport manager and said I just need to go on our return day to the airport and ask them to print the boarding passes in the right names. He had no idea what happened or why 4 people's names were changed part way through our holiday. I wasn't confident with what he said TBH but not much else I could do. I actually wanted to be reassured that someone on their systems could change the names to match our passports, and told this was impossible while we were on holiday.
I asked if I could still use a service they have for checking in luggage at the hotel and not seeing it again until we get back to Scotland. This service was a big factor in using this tour operator, it's so handy when you have 4 suitcases and a pram that you don't need to cart around. I was told yes, and a couple of days ago we got instructions through our door to say just one adult had to go down with all the passports to use this service on the day we fly (which is today).
I went this morning to the hotel reception to check the bags in and they have not only the wrong names but they have the person who was originally meant to come down. I explained the problem and was told I couldn't check our bags in there, wed have to do it at the airport. Apparently if my husband was there we could have done it - despite his name being wrong on their system still! I said that I am the lead passenger and only person with the correct name on their systems, so can I not just do it - they said no, they need my DH. He's actually out for the day with DD at a theme park, so he couldn't and they packed up and left us to take our bags to the airport ourselves.
We check in in a few hours. AIBU to think when I get there we're gonna have massive problems getting home? Does anyone have any tips for if I need to be assertive or any clue how the F this even happened?!