Wrong name on ticket threatens to cancel elderly Bay Area couple's last vacation to Egypt

"If your ticket doesn't match your passport, you're not getting on the flight. So I was not going to be able to get on this flight with the wrong name. Immediately, Sue began calling Capital One and Lufthansa, hoping someone could change the name. And each one blames the other one. I talked to managers, I talked to I don't know how many different people. I was on hold, I can't tell you how many times."

"We're older so we thought maybe this would be our last big trip. We've been to Europe a million times but we've never been to Egypt, that part of the world, so we thought why not make our last big trip to Egypt?"

"Sue's middle name used to be Harris before the two got married 62 years ago, but now it's Price, which is the name on her passport but not on her ticket. It was a stupid mistake, but I did it, said Larry."

Sue and Larry Butler, an East Bay couple in their 80s, planned what they believed would be their final overseas trip to Egypt using Capital One rewards points to book Lufthansa flights. Days before departure, Sue discovered her ticket contained an incorrect name—Susan Harris Butler instead of Susan Price Butler—due to Larry's mistake during booking. Harris was Sue's maiden name, not her current middle name, which didn't match her passport. Airlines require ticket names to match passports exactly for boarding. Sue contacted both Capital One and Lufthansa repeatedly, but each company blamed the other for the error and refused to make corrections. With limited time remaining before the flight, the couple faced potential trip cancellation.

Read at ABC7 San Francisco