Mytrip Would Not Update Passport Surname For China Southern Ticket

Through Mytrip, I purchased China Southern Airlines tickets for the Istanbul–Tokyo flight departing on June 4, 2026, at 3:40 p.m., paying approximately $575 in total.

However, because my wife’s passport still displayed her previous surname, airport staff informed us that we would not be allowed to board the flight. The airport representatives specifically stated that they had encountered similar situations many times before and that travel agencies normally resolve the issue quickly by updating the surname information on the ticket.

After hearing this, I immediately contacted Mytrip by phone. However, I was told that because there were fewer than three days remaining before the flight, they would not assist us in any way and could not even correct the surname on the ticket.

In reality, the only thing required was a simple update so that the surname on the ticket would exactly match the surname shown in the passport. Representatives from China Southern Airlines also explained that if the agency updated the ticket information, they would immediately be able to verify the correction in their system.

Despite all these explanations and despite the serious inconvenience we experienced, the Mytrip customer service representatives refused to help under any circumstances.

As a result, our approximately $575 ticket became unusable, and I was ultimately forced to cancel the reservation entirely.

Both the large amount of money I paid and the indifferent, non-solution-oriented attitude of the customer service representatives caused me serious frustration and disappointment.

Because of this extremely negative experience with Mytrip — a company I used for the first time — I absolutely do not plan to purchase tickets from them again, and I will not recommend the platform to anyone around me.