**Family holiday ruined after more than…
**Family holiday ruined after more than 20 days of failed support** Our family of five was due to fly with Air China on 2 August 2026 through a booking made via Booking.com. We fully acknowledge that we accidentally entered one passenger’s name incorrectly when making the booking. Just **one letter was missing**. That initial mistake was ours. However, we reported it more than 20 days before departure and spent the following weeks doing everything Booking.com asked us to do to have it corrected. What followed was one of the worst customer service experiences we have ever had. We completed approximately 13 online chats and made around six telephone calls. We were repeatedly told that the case had been escalated, prioritised and passed to a dedicated team. At different points, we were promised that the corrected ticket would be issued within two hours, then ten minutes, and then another two hours. It never arrived. The corrected e-ticket was not issued, the passenger’s itinerary did not appear properly in the Air China system, and another passenger’s date of birth was also incorrect. We never received clear written confirmation that all five of us held valid and complete tickets or that we could safely check in and travel together. The day before departure, we formally requested cancellation for all five passengers because the issue remained unresolved. Booking.com then said they could not process the cancellation because the case had already been escalated and they were still waiting for the airline. In other words, their own internal escalation was then used as the reason they could not action our cancellation. On the day of departure, my husband contacted what was presented as the formal complaints chat. The agent told him there was no process for making a formal complaint through that channel and gave him an email address to use instead. The agent then ended the chat before he could respond. We emailed the exact address provided and received an automated reply stating that the address does not handle complaints. You honestly could not make this up. We are now left without our family holiday, without a confirmed refund decision and with additional losses of £894 for kennel and cattery arrangements and £500 for pre-arranged taxi transport. We have not been offered a refund, compensation or any meaningful resolution. We do not want flight credit or vouchers. We require a full monetary refund to the original payment method. The most frustrating part is not the original booking error. We accept responsibility for that. The issue is that a name correction involving one missing letter was still not resolved after more than 20 days, approximately 13 chats and six telephone calls. We were repeatedly given promises that did not materialise, passed between teams and left without any clear or functioning complaints process when things went seriously wrong. We have retained the chat transcripts, call history and evidence showing that we were directed to an email address that does not accept complaints. We are now seeking legal advice and will consider recovering our losses through the small claims court if necessary. I would strongly caution anyone booking flights through Booking.com to think very carefully. When something goes wrong, you may find yourself trapped between Booking.com, GoToGate and the airline, with nobody willing to take clear responsibility.