Originally Posted by felix_the_cat
He's well past final payment - he/she can't just cancel and rebook.
I knew he was past final payment, so that's what leads me to think he lost the fare for passenger 2 through a cancellation.
I still can't grasp why a name change should be the way OP describes.
Last time I checked, the OP posted his gripe and hasn't checked back into this site.