Originally Posted by ruthlessboss
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.
I think the problem lies in the multitude of maybe's HAL has. If this or that seems to be the way it is. I'm assuming he didn't ask all the necessary questions when he booked such as asking how close to sailing could he make a name change - which was probably no name change after final payment and he was past final payment when he tried.
I'll just reiterate what I said before - he should have used a TA especially since he knew on booking he could have some issues.