Wrong name in the travel arrangements/messed up name in the app

[CatalinSturza]

Upon creating my profile in Concur, my last name was messed up - a random family name starting with S (Sinclair) was entered, even though I am quite sure I double-checked all the data before saving the profile.

A few days later, I made a travel plan that included a flight ticket and a hotel reservation for the USA (an international trip - I live in Eastern Europe). When I was about to book the hotel, I saw that my last name was incorrect, so I went on to correct the name in the profile and then clicked Save. I even re-entered the profile and double-checked that the name was saved correctly. I then went back to the travel plan and redid all the reservations from scratch to ensure that the incorrect name wouldn't "stick" there. When I booked the hotel, I double-checked again and saw that my name appeared correctly. Then I proceeded to pay for the travel.

Well, when I received the documents at my work email address, I had the very unpleasant surprise to see that on all the documents (flight tickets and hotel), the incorrect name - that random name (Sinclair) generated by Concur appeared. Moreover, my first and middle names were concatenated (stuck together) in these documents - thus, being an international trip, these documents are unusable.

Questions:

1. How can I correct the details in the travel arrangements - flight and hotel documents?
2. How can I ensure that my name has been corrected in Concur? If I look now in the app, my name appears correct. But it appeared correct even before I redid the flight and hotel reservations from scratch. I have seen other threads here that seem to indicate the problem is related to Concur.
3. In addition to those threads, the second problem is that the application completely messed up my name - not just the last name, but it also concatenated my first and middle names in the documents. How can this issue be resolved?

[KevinD]

@CatalinSturza the first place I would start is by contacting your company's travel agency and ask them if they can see any type of synch issue or why the name would have reverted to the incorrect name. The would have access to the booking, begin there and see if they an tell you anything. They also likely could get the name corrected on the reservation for you.

[CatalinSturza]

@KevinD  - thank you for your reply. I already took that step as I saw the same advice in other threads on similar issues. However, the travel agency referenced on the platform (called New Concept Travel) told me they couldn't help because the booking was made through Concur and the issue is related to Concur. In the end, I contacted AmEx, and thanks to the efforts of a very persistent lady named Angela, who reached out to KLM, the name on the travel documents was corrected in time yesterday. However, the only method was to reissue all the travel documents, which involved an additional fee of approximately 100 dollars for my company. Which I don't know if it's really fair, considering the problem was not caused by me, my company, or AmEx. 

Returning to the root cause, it's not just a synchronization issue - although there probably such an issue may also be at hand. My name was completely messed up by Concur. First, there is no way I could have entered a name so strange and different from my own name. Then, I caught the error before making the reservation and corrected that weird name in my profile. Thirdly, the name appeared messed up even after the correction, and not just my first name, but also my second and middle names were all messed up on the travel documents. And, as mentioned before, I have read other threads with similar problems here in the Community, so I'm not the only one who has experienced this in the past few weeks. Was there any new feature launched by Concur recently that could be the source of the problem? 

[KevinD]

@CatalinSturza there wasn't any recent change I know of that would have caused such an issue. I would suggest submitting this to  Concur Support so they can look into what happened. If it was indeed an SAP Concur issue, we would need to look at things from our end to see what caused it. 

[CatalinSturza]

For now, the issue can be considered closed - thanks to the efforts of the AmEx team who managed to modify the travel documents. As a note, I still consider what occurred to be very strange, and the fact that I am not the only one who experienced this problem shows that, most likely, it is some sort of bug or technical issue.