Reply from CitizenPlane after escalationHello,We understand how important it is to have the correct name on your ticket, and we truly regret the inconvenience this situation has caused.As soon as we received your request, we immediately reached out to our supplier, who then contacted the airline directly. Unfortunately, the airline confirmed that this ticket type does not allow any name changes, even minor corrections. This is an airline restriction that we are required to follow.To assist you as much as possible, we have asked our supplier to add a note to your booking indicating the correct name. This note will be visible to the airline staff during check-in. We recommend that you bring your identification and arrive early at the airport.We understand this is not the ideal solution and appreciate your understanding. Please rest assured that we have done everything possible within the airline’s rules to help.SarahCustomer Support Lead, CitizenPlane----------------------------------------------------------I have replied below:On Wed, Sep 3, 2025 at 10:08 PM Deb D Hi Sarah,Thank you for your response. I have a few important clarifications to request: You mentioned that your supplier has added a note to the booking indicating the correct name. Could you please send me written confirmation of this, including a copy of the note or documentation that shows it is visible to WestJet? If WestJet denies boarding because the ticketed name does not match the traveler’s passport, what will happen at that time? Will you take responsibility for reissuing the ticket or reimbursing the full cost? You state that you have no direct contact number. If WestJet staff at the airport want to verify this with you during check-in, how exactly will they be able to communicate with your team? Finally, I would like to remind you that your own website states that you can handle corrections in such cases. However, your current actions are not consistent with this declaration. I kindly request a prompt reply with clear confirmation and accountability before my scheduled travel. I must emphasize that this ongoing situation has caused me significant stress and inconvenience over the past several days. I would strongly prefer to resolve this matter directly and avoid regulatory escalation. However, if no immediate action is taken within the next 24 hours, I will have no choice but to proceed with formal complaints to the relevant consumer protection authorities in Canada(CTA & Consumer Protection Ontario ) and the EU (DGCCRF France and ECC France).I hope we can resolve this matter directly without the need for regulatory escalation. Regards,Deb
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