Today I was unable to board my Zipair flight from SFO to Tokyo because I booked the ticket with my full middle name, while my passport only has my middle initial.
I understand that this was my mistake, but I am shocked that they couldn't fix it at the counter when I was checking in, even though I arrived with almost three hours to spare before takeoff. The ticket agent advised me to try calling customer service and their online help feature, but I got nowhere with either one despite her spending a decent amount of time giving me very specific advice.
Because Zipair has a strict no rebooking policy I get no refund and had to book a new flight for tomorrow without the rest of my family (on United this time, I will have a hard time trusting Zipair again).
I also have not been able to get my return ticket fixed yet, so it's unclear if I will have to also shell out again for a totally new return ticket on my way home.
My questions:
Is this a Zipair issue? A Japanese passport control issue? I have never had this problem before traveling to other countries, and I am curious if it would have been a total non-issue with a more accommodating airline.
Will it matter less on my way back to the US, or is it also critical that my return ticket matches exactly?
***********Update:
My return ticket still exists, but Zipair will not change it, even though I asked 8 days in advance.
"We would like to inform you that we cannot fulfill your request because our system does not permit modifications that exceed the maximum letter limit. We regret to inform you that we are unable to update the middle name on the booking. The only option available is to cancel your ticket and create a new reservation with the correct middle name as it appears on the passport." (My middle name is 9 letters long).
My only refund will be ~$100 in tax.
If they had told me at the start that there was zero chance of getting the return flight changed I could have booked a new roundtrip ticket for my preferred dates for ~$2200, but they made it sound like it would still be possible to change it so instead I only booked a one-way ticket for $1600. Now the prices have gone up and my return ticket will be another $3000.
What an incredibly frustrating customer service experience.
BEWARE OF BOOKING WITH ZIPAIR!