Ontario woman forced to buy new airline ticket due to name discrepancy

CTV News

26-05-2025

Cathy Rea and her husband Paul in the Yukon in August 2024. (Source: Cathy Rea)
When Cathy Rea realized the name on her boarding pass did not match the one on her passport, she knew it was going to be a problem at the airport.
Rea, whose legal name is Catherine, was returning home to Breslau, Ont. after an Alaskan cruise in August 2024. She and her husband, Paul, took the trip to celebrate their 40th wedding anniversary.
Cathy Rea Catherine Paul Yukon
A sign that reads 'Welcome to Alaska' taken by Cathy Rea in August 2024. (Source: Cathy Rea)
The couple's friend and travel companion handled the booking.
'Previously we traveled with them and there was no problem with the purchasing of the tickets,' Rea said.
The group of five travelled, without a hitch, to Alaska. When she received her boarding pass for her return flight from Vancouver to Kitchener-Waterloo, however, she noticed the name discrepancy.
Cathy Rea Catherine Paul Yukon
Cathy Rea (sitting at centre) with her travel group in August 2024. (Source: Cathy Rea)
'We arrived at the airport seven hours ahead of time just to make sure that we could deal with the situation,' Rea said.
A representative from Flair Airlines was the one who told her she wouldn't be able to board for her flight home.
'I asked her if I could change my name by paying a fee, and she said, 'No, that's not possible because it's less than 72 hours before your departure,'' Rea recalled. 'I said, 'Well then, what's my alternative? What am I going to do?' And she said, 'You can purchase a new ticket.''
Wanting to get home, she bought a new ticket as 'Catherine Rea' for around $753. She claimed she was issued the exact same seat assigned to 'Cathy Rea.'
'My question is, why? They can't have it both ways,' Rea insisted. 'I can't be Cathy Rea, and I can't just be Catherine Rea. I'm one and the same person.'
Cathy Rea Catherine Paul Yukon
Cathy Rea in front of a waterfall in August 2024. (Source: Cathy Rea)
Rea reached out to CTV News after she saw our story about another traveler who went through a similar experience, but was able to change the name on his boarding pass for less than $100.
'When he was able to change his name that same day, that same instance, and not have to wait and purchase another ticket, I found that was a little strange,' Rea explained. 'Because if you can do it for one, why can't you do it for another?'
According to Flair Airlines, it was not part of their policy back in August.
'At that time, Flair did not offer name change services at the airport or on the day of travel,' Eric Tanner, Flair's vice-president of commercial, said in a statement to CTV News. 'Any updates to a passenger's name, including corrections from 'Cathy' to 'Catherine,' needed to be made through our call centre more than 72 hours in advance of the scheduled departure.'
It continued: 'Because the name on the boarding pass didn't match the customer's government-issued ID, and the window for making changes had passed, our airport team unfortunately couldn't proceed with check-in. The only available option at that point was for the customer to purchase a new ticket under the correct name.'
Rea said she filed a complaint with the Canadian Transport Association but is still waiting for a decision.
Cathy Rea Catherine Paul Yukon
Cathy Rea and her husband Paul in August 2024. (Source: Cathy Rea)
'Be very careful when you're booking things to make sure all your documentation is the same,' Rea warned. 'Double check and check over and over again, because you don't want to have to pay for something that was a small mistake. A small, innocent error.'
Name policy is a 'global security standard', say travel experts
While mismatched names may seem like a minor issue, travel experts say it could have major – and costly – consequences.
'They're not a hidden fee,' explained travel professional Sandy Willett. 'Every airline will charge you or deny you boarding… it's just a known rule that's been there forever.'
The main reason for the rule is security.
'They want to make sure that that is the actual person boarding the plane,' Willett said. 'Sometimes, some airlines will check backgrounds on people. That's another reason they want to make sure that that name isn't flagged as something that could be an issue.'
While every airline has a different policy, the rule typically remains the same.
'Some airlines are more flexible than others,' explained Amra Durakovic, a spokesperson for the Flight Centre Travel Group.
She noted the various policies can make it harder for travellers, especially those who opt for lower airfare options.
'If [Rea] was on Flair Airlines, I would imagine, as it is a low-cost carrier, there's fewer options for changes,' Durakovic said.
For those who find themselves in a similar position, travel experts recommend contacting the airline or the third-party they booked with ahead of departure day.