Before my last flight, I submitted my marriage certificate as required to get the name on my account and existing flight tickets with my new last name. A while later I tried to use a flight credit I have on file but the name must match, so I was unable to use it on the last flight I booked with my new last name. I called customer service to see if they could apply the credit manually and they told me that the only remedy is to book the flight under my old last name and apply the credit, then call to have the name on the ticket changed by submitting my marriage certificate again.
The problem with this is that I have other flight credits that are under my new last name, so this method would prevent me from being able to use multiple flight credits on the same booking. This feels super unfair and like discrimination because I changed my last name.
I’m tempted to call customer service again and try to escalate the issue for a more acceptable solution. Has anyone run into this issue before?
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