Change of name post marriage on velocity points redmeption booking

[Dnm92]

I've come into an issue which I haven't experienced before. I've booked a flight using Velocity points to fly on Qatar Airways from Doha to Melbourne in a couple months' time. It's a Qatar-operated flight, not a Qatar-operated-for-VA flight. Since I booked the tickets about 12 months ago, my partner has changed her name because we got married. and she has a new passport

I've contacted Emirates, Singapore, and other airlines we're flying on this trip, and they updated their systems right away once I uploaded proof of marriage (like a marriage certificate). But I called Velocity today and they told me that because I booked a redemption ticket, even though it's for a marriage-related name change and I have all the documentation, the only solution they can offer is for me to cancel the ticket, wait for the refund, and then try to rebook the ticket if there is availability.

They said if it were just a minor typo, they could fix it, but for a full name change, they won't do it. I tried to explain that it's not changing the traveler, it's just updating her name due to marriage, but they wouldn't budge.

I've escalated this through the Velocity frequent flyer email and I'm waiting for a response. It seems absurd to me that Virgin won't change the name after marriage for a redemption booking, but they will for a cash fare.

Has anyone else encountered this? Is there anyone specific I should be writing to? The idea of canceling and rebooking when we're only two months out and the chances of finding those business class seats again is pretty minimal. Any help would be appreciated. Thank you.

 

[Doctore1003]

Have you tried calling again and speaking to a different agent? You may get a different response.

Agree that legal name changes should be accomodated.

 

[odysseus]

Qatar has a number of customer unfriendly policies, and this is one of them.

You can see from the link below that they specifically exclude FF only name changes, or corrections, of any length. Even though they accept them for paid fares.

https://www.qatarairways.com/tradeportal/en-au/bookingnticketing/Name-Correction.html

"Name correction" or "name change" for PNRs created from FFP Privilege Club profile are restricted at all times.

As Qatar is the operating carrier, Velocity are dependant on them to apply the change. Changes to name can only be done manually via QR, not directly by Velocity as the agent. Notably, Velocity do also explicitly state that name changes are not possible on international redemptions, but it wouldn't matter given the limitation imposed by Qatar.

Good luck with your response from support in that maybe something will change, but based on their policies I would start considering alternative options.