Nicolas Economou/NurPhoto via Getty Images
Andrea Romano
May 07, 2018

A Thai Airways passenger posted in an online forum that he had been charged 3,000 baht (just over $94 USD) at an airport check-in counter because the names on his family’s tickets did not match the ones on their passports, the Bangkok Post reported.

Rather than passenger error, however, the mix-up was because of the Thai Airways website. The man's surname would not fit in the name field, so part of it was cut off. At the check-in counter, that caused a problem — as it's important to have the correct name on the ticket — and an airline employee told him he needed to pay a fee to change the names on the tickets.

The man claimed he was in the airline’s Royal Orchid Plus loyalty program, but that was not enough to confirm his identity. He later filed a complaint online.

After reviewing his case, Thai Airways responded with a reimbursement and an apology for the trouble: “We apologise for the inconvenience since the internet booking system allows up to 25 characters each for the first name and family name when booking a ticket.”

The airline also plans to update its website to give clearer instructions for people with unusually long names.

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