Passenger names

Changing and Deleting Passenger Names

The process for changing or deleting passenger names depends on the status of the PNR/Booking File:

  • If the PNR/Booking has not been ended, you can change passenger names at any time.

  • If the PNR/Booking File has been ended, the carrier may have restrictions. Most carriers require approval or authorization for extensive name changes, and the policies and procedures vary by carrier.

For booked PNRs/Booking Files, you can change or delete passenger names for bookings with a flight segment, but the method depends on the type of change required and the carrier's specific policies and procedures.

  • Unrestricted name changes do not require authorization from the carrier. While the policies vary by carrier, most carriers allow name changes without any restrictions if:

  • A maximum of 3 characters are changed.

  • The first character in any part of the name is not changed.

  • Restricted changes include more extensive name changes and passenger deletions that require approval or authorization from the carrier. Additional restriction criteria may also affect authorization depending on the carrier's policies.

Important!

Please note that each carrier has its own policies and procedures for name changes. It is the responsibility of the agency to verify this information directly with the carrier, and to follow the carrier's procedures for requesting name changes. Failure to follow the carrier's policies and procedures can result in cancellation of the space.

Determining Restriction Criteria

For each carrier, specified restriction policies can affect authorization for requested name changes. If a request does not meet one or more of the following restriction criteria set by the carrier, the name change will not be authorized.

  • Number of characters changed (typically, 4 or more characters)

  • Location of character changes (typically, the first letter of any name)

  • Number of days before departure

  • Specific date ranges

  • PCC/IATA numbers

  • Flight number ranges

  • Country code

  • Class of service (booking class)

  • Group/corporate reservations
    Name change restriction rules apply to each passenger name, not the group name.

  • Codeshare agreements

  • Frequent traveler membership.
    Name change restriction rules apply to each passenger names in the booking.

  • Ticketing status
    Most carriers do not permit name changes to be made after a ticket is issued. Contact the Travelport Help Desk to request a name change for a ticketed itinerary.

Travelport+ (1G) and Apollo (1V) use Name Change Request (NCR) Tables to confirm if an unrestricted or restricted name change is permitted based on the carrier's criteria.

Synchronizing Restricted Name Changes and Deletions

All name changes or deletions must be made directly with the carrier. However, after the change is authorized by the carrier, it must be synchronized with Travelport+ (1G) or Apollo (1V). The process for synchronizing varies depending the type of change and your version of Smartpoint. For end-transacted itineraries with carrier authorization:

  • Deletions in all versions of Smartpoint are synchronized through the Travelport Help Desk.

  • In Smartpoint 9.0 and earlier, all restricted changes are synchronized through the Travelport Help Desk.

  • In Smartpoint 9.1 and later, restricted changes for eligible itineraries can be made directly by the agent.

Itinerary Type Process

Network (GDS) Carriers only

Agents can request synchronization through Smartpoint, if permitted by the carrier.

Direct Payment Carriers
(Low Cost Carriers) only

Request authorization through the Travelport Help Desk.

Network and Direct Payment Carriers

Request authorization through the Travelport Help Desk.

Ticketed Bookings

Request authorization through the Travelport Help Desk. Most carriers do not permit name changes to be made after a ticket is issued. Currently, only unticketed bookings are supported for synchronization directly by agents in Smartpoint.

More Information

For more detailed information about name changes, see the Travelport Knowledge Base:

Additional articles can also be found in the PNR > Name Change Knowledge Category in the Knowledge Base.