The fastest route is to the party who holds the booking. If you booked direct, ask the airline or hotel. If an agent holds it, ask the agent first, because the supplier may refuse to deal with you. Ask for fee and turnaround in writing.
This guide belongs to our booking requests topic. If you want to know how much each supplier asks, see name change fees: airline versus hotel.
Who actually holds the booking?
The answer is usually written in your confirmation. Look at the name of the company that took your payment and the reference number.
An agent may hold a pooled booking with the airline or hotel, in which case only the agent can edit it. If you have a direct reference from the airline, you can usually edit it yourself. Keep your booking reference handy when you write.
How do agent and direct compare?
This table shows how each route behaves when you need a name fixed.
| Point | Booked through an agent | Booked direct |
|---|---|---|
| Who edits | The agent, then the supplier | You, with the supplier |
| Speed | Depends on the agent’s desk | Depends on the supplier’s service |
| Extra fee | Possible agent fee on top | Only the supplier’s fee |
| Records | Agent’s email and the supplier’s | Supplier’s email only |
| Support in a rush | Agent may help with a few parts | You chase each part alone |
What should we ask an agent?
Ask these five before you let them start:
- What is your own fee for this correction, apart from the airline’s?
- How long will it take to hear back?
- Will you send the supplier’s reply in writing?
- Is there a deadline after which the correction costs more?
- Who is my contact if I do not hear back?
A clear agent will answer all five. If it cannot, think about a different route.
Is the agent licensed?
In Malaysia, travel agencies hold a licence from the tourism ministry. Our glossary entry on the MOTAC licence explains what to look for.
Ask to see the licence number before you rely on an agent for a time-sensitive fix. You can check it with the official channel.
What if an agent is slow or refuses?
Write down the dates and what you asked. Ask for a clear answer by a stated date.
If the booking is yours, you may contact the supplier directly with the reference. If money is involved and the agent will not respond, read where to complain about a travel agent.
How can we avoid this next time?
Check every name against the passport before paying. Our guide on passport names that match your booking gives a short read-aloud check you can use with any supplier or agent.
What should we do next?
- Find out who holds each booking.
- Photograph both passport pages.
- Ask the right party for the fee and turnaround, in writing.
- Set a date by which you expect an answer.
- Send us the confirmations if you want a second opinion.