My Nonprofit Reviews

I booked two tickets for my wife and I to go on a trip to Barcelona for her 35th birthday. She’s wanted to go since childhood. When I met her in college, she had a photo of the famous Basilica de la Sagrada Familia taped to her wall. We’ve been having trouble getting pregnant and dealing with grief after my mom passed away a few months ago. This trip was a welcome distraction and a dream realized. However, it’s turned into a headache and a heartache as it’s slipped away.

On March, 2022, I booked the flights with FinnAir through the Chase online booking system. The online form accidentally filled in my name twice. I don’t know if it was an error with autofill on the browser or Chase’s system recognizing my information. But two tickets were for the same person. I noticed a few days later and immediately reached out to Chase. I explained that I booked my ticket and my wife’s ticket but my name was filled in for both. The person I spoke with said something along the lines of, “I see. I understand. No problem. We’ll reach out to the airline and make that change. We’ll get back to you in 72 hours when it’s resolved.”

Three months passed since that initial conversation. I have spent upwards of 50 hours on the phone and over email with representatives from Chase, American Airlines and FinnAir. Chase is the Online Travel Company (OTC), FinnAir is the airline we booked, American Airlines is the operating company. So I had been shuffled between all three with each one passing on responsibility to the next. Every agent we speak with says they understand this seems like a simple error with an easy fix, and then we are pushed around and shut down.

10 days before the trip FinnAir agreed to change the name on one of the tickets only to reverse their decision 24 hours later. The only solution they gave me was to buy a new ticket for $3,100 (I had purchased the original tickets for $900).

That's when I reached out to Elliot Advocacy. Christopher immediately took on the case and contacted the airline. Long story short, I had a corrected ticket issued within days! We were able to go to Barcelona and had an amazing time thanks to his help.