Self-Service Name Correction

My Digital Experience team delivered self-service name correction capabilities, enabling customers to fix minor errors in their reservation names without needing to call customer service.

The Problem

Name errors on reservations were a common issue:

• Typos during booking - Simple mistakes like “Jonh” instead of “John”
• Autocorrect errors - Mobile keyboards changing names incorrectly
• Phone calls required - Even minor fixes needed agent assistance
• TSA matching concerns - Names must match ID for security screening

Customers were frustrated that a simple typo required a phone call to fix.

The Solution

We built a self-service name correction feature with appropriate guardrails:

Capabilities

• Minor corrections allowed - Fix typos, spelling errors, spacing issues
• Character limits - Restrict changes to prevent name transfers
• Validation rules - Ensure corrections are reasonable modifications
• Audit trail - Track changes for security and compliance

User Experience

1. Customer retrieves their reservation
2. Selects “Correct Name” option
3. Makes minor adjustment to name field
4. System validates the change is within policy
5. Confirmation of updated reservation

Guardrails

• Limited number of character changes allowed
• Cannot change name to completely different name
• One correction per passenger per reservation
• Changes logged for fraud prevention

Customer Benefits

The feature addresses a real pain point:

• Instant fixes - Correct errors immediately without waiting on hold
• Peace of mind - Ensure name matches ID before travel
• 24/7 availability - Fix errors anytime, not just during call center hours
• No judgment - Self-service removes embarrassment of admitting typos

Operational Impact

Name corrections were a significant call driver:

• Reduced call volume for routine corrections
• Freed agents for more complex customer needs
• Faster resolution - Self-service takes minutes vs. call wait times
• Consistent application of correction policy

Policy Balance

The feature required balancing customer convenience with fraud prevention. By allowing minor corrections while preventing complete name changes, we serve legitimate customer needs while maintaining reservation integrity.

Results

Self-service name correction successfully deflected calls while improving customer satisfaction for travelers who simply made a typing mistake during booking.