My big mistake with our Japan flight booking

[HelloandThankU]

Hi. I booked flights to Japan with Japan Airlines through Booking.com for the first time. The booking was for my husband, our two teenage children, and me. At the time of booking, there was a space for first and last names but no option to include a middle name. My husband said it wasn’t necessary, so we left it out. The total cost of the tickets was £6,100. Unfortunately, these are non-refundable tickets.

After downloading the JAL mobile app, my flight details appeared, but my husband’s did not show up in his app. This concerned me, so we called Japan Airlines. We were told that the names on the tickets must exactly match the passports, including middle names, and that we could be denied boarding if they do not match.

I don’t have a middle name, but my husband and children do. I wasn’t aware that Japan Airlines was so strict about this. We contacted JAL, but they said they cannot amend the names because the tickets were purchased through a third party. We then contacted Booking.com, and they are currently in communication with JAL, but we have not received any update yet.
After researching online, I found that many people reported being unable to get name corrections with JAL when booking through a third party, although some said they still went to the airport and hoped for the best. I don’t want to take that risk in case my family are denied boarding on the return flight. We cannot afford to buy another set of tickets. I know this was a serious mistake, and I feel awful about it — I was really hoping to take my children to see my parents back home.

I’ve been on the phone a lot with JAL and Booking.com, and my child with autism heard me. I feel like I upset him, and I worry that I made him sad. Has anyone successfully added a middle name with Japan Airlines when the ticket was purchased through a third-party site?

I've travelled many times in NE Asia using only my first and last names on the ticket even though my passport also has a middle name. My understanding has always been that as long as the first and last name match (and the passport number/DoB or other info given) than I am good to go. Never had a problem. Haven't flown JAL though.

In the case above from 'Rob', I think it's a different case, as the first name would not match the passport. Are there really cases out there of people being refused boarding where the first and last names match?

Canadian airlines are strict on middle names too.

Really? I’ve flown Air Canada with no middle name on my booking, but a middle name in my passport.

There are lots of juicy horror stories about airline staff warning people by phone that they won't be able to fly unless their middle name on booking matches passport. But zero stories of passengers actually being barred from boarding. Why? Because it doesn't happen! Passengers are not barred from boarding owing to a ticket not having their middle name on it. Airline may not like it, may give them a hard time and be grumpy, but passenger will not be barred.

@notimagainNot just people in the industry. Those of us who book flights are ? at the price difference quoted. I’d guess the op didn’t look. Getting the flights via Booking matched the hotels booked so it was a one stop shop.

OP have you had any news back from Booking.com yet? Were they able to add middle names on your bookings for you?

Commiserations. My best mates from Oz were caught by the 12a.m. / 12pm trap in flight bookings. Cost them 20K to get home from London cos Dad assumed 12 was noon.

How is that a trap?? Surely 12am is midnight, 12pm is noon? Or do some countries/ time zones do it the opposite way round?

Its a trap if you are used to working with 24 hour clocks..And my friend was that person. Printing itineraries with 12pm and 12am timings for international travel
( his travel agent) is asking for trouble

In a 24 hour clock, midnight is 00.00, not 12.00 so by saying 12, it makes it look like 12 midday

Printing itineraries with 12pm and 12am timings for international travel
( his travel agent) is asking for trouble

So it didn't say 12pm or 12am, just 12?

Oooooh I’m not sure which one is which?

I kept myself busy with other things for a while to take my mind off it.

My husband called Booking.com two days ago, and they told him that our case is in its final stage, so it shouldn’t take much longer. They didn’t provide any other details — just told him to wait. I’m not sure what they mean by “final stage.

Hopefully you get your name change 🤞

As if it was a computer says no they would not need a long lead time to figure that out🤞

Thanks for the update OP. Best of luck and do let us know when Booking.com finally gives you good news! 🤞

All ok @HelloandThankU . Sorted?

12am is midnight, 12pm is noon

Because the new day starts at midnight, so technically 12am is morning (of the new day, time-wise)...

We haven’t heard anything yet. We called Booking.com again today, and they confirmed that our case has been escalated, but there’s still no update from JAL. They said they will escalate it again. I also called JAL, but, as usual, they weren’t helpful. They even mentioned that some third parties claim to escalate cases when they actually haven’t. I’m not sure who to believe. ChatGPT even says JAL can and often does ignore name correction requests without notifying the agent, effectively treating it as denied by silence—especially for agent-booked tickets.

We recently started looking into getting passports without my family members’ middle names, but I now understand that this isn’t possible at the moment. Since my children have dual nationality, they will need to declare their Japanese nationality when renewing their British passports without their middle names, while their Japanese passports still include the middle names. According to the UK government website, having different names on dual passports is not permitted. https://www.gov.uk/government/publications/names-aligning-names-on-foreign-documents/names-aligning-names-on-foreign-documents-accessible

Uk gov website says " We will not issue the customer a passport if we cannot confirm they use one name for all official purposes. For example, when the customer applies for a passport and they: declare a foreign or other British passport (for example, a British National Overseas passport) in a different name to the one on their passport application. This is because, we:must protect the security of the British passport (by preventing, disrupting, and identifying those who change their name to commit crime or avoid detection) cannot accept documents that allow a customer to apply for a foreign passport, travel document or identity document in a different name.

If my children want to remove their middle names from their Japanese passports, their names would first need to be officially changed in our family registry (koseki) at the ward office where they were registered. This isn’t possible while we are in the UK.

My husband was able to have his passport issued without his middle name since he only holds British nationality, but I could never imagine us leaving our children behind—especially our child with autism, who depends on our care.

I sent an email to booking.com today as below.

"Thank you for confirming during our recent phone conversation that the case has been escalated to Japan Airlines and that a further follow-up would be made with the airline.
I provided a copy of my family members' passports containing sensitive personal data on 27 January. As I have not yet received an update, could you please confirm:
– The current status of the name correction request with the airline
– Whether Japan Airlines has responded
– How my family members' passport copies are being stored and processed in accordance with applicable data protection regulations
In addition, during a previous chat conversation, I was informed that the names would be amended. I have attached a screenshot of that confirmation for reference. Could you please clarify the current position and confirm when the correction will be completed?
We are particularly anxious to have this resolved well before our July departure. My child, who is autistic, is finding the uncertainty very distressing, especially as he is very much looking forward to seeing his grandparents. We are trying to minimise stress in advance of travel and would be grateful for your assistance.
I would sincerely appreciate your assistance in resolving this as soon as possible."

I attached pictures of my son and husband from when they were featured on the news years ago to prove he is autistic.If we don’t hear back by 27 February, we may consider relying on UK GDPR. My husband thinks we should still try going to the airport even if we’re unable to have the names amended. In the worst-case scenario, if we’re stopped on our return, we would simply purchase new tickets and come back. Just take all the credit cards :( Sorry for such long texts.

This isn’t impressive from Booking.com, it’s one of the reasons I don’t book flights through them. I fly from a mountain airport, flights are always being delayed/cancelled and transfers often need to be rebooked. I don’t trust them to be communicative and prompt. Your experience confirms my suspicions.

@HelloandThankU I was hoping this would be a positive update, telling us it was all sorted. I'm keeping my fingers crossed for you it gets sorted out 🤞🙏💐

Hi @HelloandThankU I posted some time ago saying that with booking.com you really need to chase hard to get any action.

I would be calling them and get the name of the person you speak to every time. Take notes and make it clear you are taking notes. Then follow up with an email confirming the phone conversation.

Thank you all for your comments.

@Icecreamisthebest We keep calling and I message them on chat every couple of days, but they just tell me to wait. It feels like they’re just copying and pasting the same message each time. I asked if I could speak to a supervisor, but they just said to wait patiently.

Earlier today, I emailed them at [email protected] (as posted previously), but here's the response I got back.

"Thanks for getting in touch. Please find the information you've requested in the following section.

Customer Service note
Thank you for reaching out to us. We are grateful to have you as a valued Genius customer and are happy to guide you toward the best support for your travel plans.
For any assistance regarding your flight reservation, we recommend contacting our dedicated Flight Team directly. They specialize in these specific requests and can assist you through your account by following these steps:

1. Log in to Booking.com
2. Click the question mark icon (‘Contact Customer Service’)
3. Select the Flight booking you require assistance with
4. Choose your request type and select your preferred contact method (call or message).

Tip: If you ever need to access a booking without logging in, you can simply use the 'Continue without an account' option in the Help Center with your confirmation number and PIN code. We hope this helps. If anything else comes up in the meantime, please know we are always here. If you have any other questions, we are always here. Booking.com Customer Service Team."

I don't feel like I can have proper human communication with them.

Very frustrating. Booking.com is not coming out of this well.

But it is a friend from Oz. Australia does not use the 24 hour clock.

Have you tried emailing the CEO yet or asking to escalate your complaint as you will be taking it forwards to the ombudsman?