My Indonesian wife has no -surname, which is common in Indonesia, and although she has now taken my name, it does not appear on her passport. Before booking a flight to Bali for four people I asked Etihad Airways what to do about this when making my booking online, and was told to put UNL – which is short for “unknown last name” – in the surname box as you can’t leave it blank.
After booking, to be on the safe side, I asked customer services to send an email confirming this was valid. I was then told I should have entered LNU, standing for “Last Name Unknown”. I asked for the ticket to be amended but Etihad seemed unwilling to help. I have phoned and written, but no response. MW, York
Asian airlines are well used to surnameless passengers, and you’d expect other operators to have an agreed procedure, as well. Etihad’s press office is more communicative than its customer services and ensures me that the ticket is correctly reissued and an apology made. It has also arranged for staff to be reminded that it is LNU that is entered when there is no surname. It’s grateful, it says, that you brought the matter to its attention – overlooking the fact that it ignored your many attempts to do so until you turned to the media.
If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.
