If a name switches to someone else's right after you book, it's because the email you entered already belongs to an existing customer profile. To avoid creating duplicate profiles for the same person, TripWorks links the new booking to that existing customer — and pulls in that customer's saved name.
For example, if you book for "Gina Sanders" but enter an email that's already on file for "Jenna King," the contact updates to Jenna King, because that email is tied to her profile.
The usual cause: a reused email
This most often happens with resellers — travel agents or partners who book on behalf of many guests and use their own email so they get the confirmations. If the same email is entered on trip after trip, those trips all link to one profile.
The fix is to set the reseller up properly so their bookings don't collide with a guest profile:
- Give the reseller a reseller profile with its own unique email, separate from any guest.
- Book reseller trips under that reseller so guest profiles stay distinct.
Fixing a booking that linked to the wrong person
If a booking picked up the wrong name, you can correct the traveler's details on the trip. When the new details differ enough, TripWorks asks whether to Update or Split the contact — see What does "Unlink customer" mean?.
Frequently asked questions
Did TripWorks merge my customers?
No — it linked the new booking to a profile that already had that email, rather than creating a duplicate. The booking shows that profile's name as a result.
How do I stop reseller bookings from linking together?
Give the reseller a reseller profile with its own unique email and book their trips under it, so their email doesn't attach to individual guest profiles.
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