Name Correction Guideline

Guideline for Austrian Airlines, Brussels Airlines,

Lufthansa and SWISS ticket stock

NAME CORRECTION

GUIDELINE

Status: 01 July 2024

Version: 1.7

Target group: Travel agencies

Editor: LHG Fulfillment Solutions Team

Public

Valid for:

☒

Austrian Airlines

☒

Brussels Airlines

☐ Eurowings

☒

Lufthansa

☒

SWISS

☐ Air Dolomiti

CONTENTS

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CONTENTS

1. Introduction 4

2. Rules for Name Corrections 4

2.1 Legal Name Correction 4

2.2 Misspelled Name 4

3. Technical Restrictions 5

4. New PNR Creation Process 6

5. If Name Correction in the Ticket is not feasible 7

5.1 Immediate Notice after Ticket Issuance 7

5.2 Issue a New Ticket: 7

5.3 Correct Name Entry as SSR DOCS: 7

6. Reissue of ticket 8

6.1 Handling of associated ancillary EMDs 8

7. Name Correction before Ticket Issuance 8

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OVERVIEW OF CHANGES

Version

Date of Change

Chapter

Content

1.4

01DEC21

all

Integration of SN

1.4

14FEB22

Clarification of ‘inverted names’

1.5

05SEP22

all

Integration of EN flights on OS/LH/LX/SN

ticket stock

1.6

01JUN23

all

Change in wordings, streamlining of guideline,

deletion of redundancies

Change of 2 letters includes change in title

(e.g., MR/MRS/MX)

Technical restriction NDC deleted. Name

correction up to 2 letters possible via SPRK.

1.7

01JUL24

all

Name Correction Fee abolished

2.2

Additional Names

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1. INTRODUCTION

The name on a ticket must match the passenger's official document (passport, ID

card). Always pay attention to enter the passenger`s name correctly when

creating a new booking.

This guideline applies to:

• OS (257), SN (082), LH (220) or LX (724) document.

Since EN is not included in the LHG Agency Support, EN (101) ticket

stock is excluded from this policy.

• LHG flights in this policy defined as: OS, SN, EW, LH, LX, EN, 4Y flight

number and operated by OS, SN, EW, LH, LX, EN, WK, 4Y or their

wetlease partners. For name corrections on WK operated flights always

create a new PNR (see chapter 3: Technical restrictions).

• OAL flights in this policy defined as: flight operated and/or marketed by

any airline except LHG.

• Entirely unused tickets

• Individual bookings. The rules for group bookings apply as per the group

contract.

As of 1 July 2024 the Name Correction fee has been abolished, name

corrections as per this policy are processed free of charge.

2. RULES FOR NAME CORRECTIONS

Changing the person travelling is never allowed. If another person is to travel, a

new ticket must be issued. The new booking is subject to current availability and

current fares. The original ticket may be refunded in line with the fare conditions.

Only one name correction per person is permitted.

2.1 Legal Name Correction

The name of the person travelling has changed as a result of marriage, divorce,

gender reassignment, legal proceedings and/or due to a new passport/ID.

Proof is required (e.g., marriage certificate or decree absolute, divorce certificate),

that the person travelling is the same. Once this is verified, the name will be

corrected by the Lufthansa Group Agency Support.

2.2 Misspelled Name

Not every request can be accepted as a name correction.

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Rules for correction of misspelled names:

Correction of:

Examples:

Who:

Up to

two (2) letters

in the

first-, middle- or last

name or title

•

N/ROBERT MR to

BROWN/ROBERT MR

• GREEN/ANNE MRS to

GREEN/ANNA MRS

• WILLIAMS/JULIA MR to

WILLIAMS/JULIA MRS or

WILLIAMS/JULIA MX *

Travel agent directly in

the reservation system

Correction of

nicknames

•

BILL to WILLIAM

• USCHI to URSULA

•

PACO to FRANCISCO

Lufthansa Group

Agency Support

Correction of names in

inverted sequence

•

PETER/WILLIAM to

WILLIAM/PETER

• MEIER/PETER HANS to

MEIER/HANS PETER

*MX = non-binary person

New: Addional Names (First, Middle or Last Name)

Additional Name Example Who:

Add a name as per travel

document

PEREZ/LUIS MR. as per

passport : PEREZ

ALONSO/LUIS PEDRO MR

Lufthansa Group

Agency Support

Proof is required – travel document must show the complete name.

Note: All information other than the name fields, the date of birth and the ID validity

period should be blurred out before sending a copy of the National ID/Passport.Once

Agency Support has verified the name, the required additional name(s) will be added by

the Agency Support.

• Other corrections than mentioned above will not be accepted/processed

by the airlines of the Lufthansa Group.

• Deletion of second first name, middle name or second family name is not

permitted.

3. TECHNICAL RESTRICTIONS

To avoid automated cancellation (UC/HX) of other airlines (OAL) segments, a new

PNR shall be created, whenever a name correction is done in a PNR containing

OAL flights.

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• Name correction on WK operated flights must be processed by creating

a new PNR. Any name correction done within the same PNR will not be

synchronized to WK and will result in problems upon check-in/boarding!

• If Eurowings (EW) segments are included in the PNR, please contact

your Lufthansa Group Agency Support prior to a name correction.

• If an FQTV element is included in the PNR, a name correction might

technically not be possible. If possible, delete the FQTV element and

re-enter it after the name correction. Otherwise create a new PNR.

Please contact your Agency Support if in such case an LHG flight is

not available in original RBD.

• Depending on the synchronisation functionality of the reservation

system used, name corrections carried out by Lufthansa Group

Agency Support may not be synchronised in the original PNR. In this

case, contact your technical help desk. If synchronisation is not

possible, new PNR must be created.

4. NEW PNR CREATION PROCESS

Enter the name in the new PNR in accordance with the passenger's valid travel

document.

• Book the original flights in the original RBDs as in the original PNR:

• The original PNR must remain active & unchanged until the

finalization of the new PNR.

RBD reinstatement process:

When original

flights:

Then create new booking:

And:

Are operated

and marketed

by LHG

•

‘Confirmed' status or

• 'Waiting list' status or

• in the next higher available RBD, if

the original booking class is closed

Contact the Lufthansa Group

Agency Support if one or more

flights are not confirmed in

original RBD:

• LHG flights will be

reinstated in the new PNR.

• afterwards the segments in

the original PNR will be

cancelled by the airline.

Are operated

and/or

marketed by

OAL

•

‘Confirmed’ status in the original

RBD or

• ‘Confirmed’ status in the next

higher available RBD.

The Lufthansa Group Agency

Support cannot help you with

flight confirmations for other

airlines. If OAL flights can only

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be confirmed in a higher RBD

the fare difference is applicable.

5. IF NAME CORRECTION IN THE TICKET IS NOT

FEASIBLE

Passengers can decide whether they want to travel with the incorrect name on

their ticket) or purchase a new ticket.

Adding an SSR DOCS with the full/correct passenger name is recommended if

the passenger wishes to use the original ticket.

5.1 Immediate Notice after Ticket Issuance

If the incorrect name is noticed immediately after the ticket has been issued,

there are two choices:

• void the ticket or

• refund within the 'grace period' (next calendar day)

If voiding or refunding the ticket within the grace period is not possible anymore,

proceed to option b) or c).

5.2 Issue a New Ticket:

Make a new booking with the correct name and

• Issue a new ticket based on current availability, prices and all fare

conditions at time of ticketing.

• The fare/total price in the new ticket may be equal, lower or higher.

• If the person traveling and the booked flights remain unchanged, a

refund waiver for the originally issued ticket can be requested from the

Lufthansa Group Agency Support.

• The OPC (Optional Payment Charge) and the DCC (YR Tax) remain non-

refundable.

5.3 Correct Name Entry as SSR DOCS:

Enter the correct name as an SSR DOCS element in the original PNR using

the following format:

SSR DOCS YY HK1 ////DDMMMYY/F//LAST NAME/FIRST

NAME/MIDDLE NAME

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• It is highly recommended for the passenger to carry a printout of the PNR

during the journey.

• Note that it is the passenger's decision to travel with a ticket containing

an incorrect name. If this causes problems, e.g., at check-in or

immigration control, it may be necessary to purchase a new ticket with the

correct name during the journey.

• The passenger can only check-in online using the name entered in the

name field of the PNR/ticket in such cases.

• For flights to the USA, APIS Data (SSR DOCS) and passport information

must match 100%. Using SSR DOCS instead of correcting the name in

the PNR/ticket is permitted as long as it is recognizable that it refers to

the same person.

6. REISSUE OF TICKET

Once a name correction has been made, the ticket must be reissued.

• Endorsement Box: NAME CORRECTION

• No waiver from your Lufthansa Group Agency Support is required for

these reissues.

6.1 Handling of associated ancillary EMDs

Name correction on EMDs is technically not always supported. In this case, refund

the original EMD and issue a new EMD. Please contact your travel agency support

for a waiver.

7. NAME CORRECTION BEFORE TICKET

ISSUANCE

If a name correction is requested before the ticket is issued, the same rules

apply as for a name correction after ticketing.