How AVA Reads Document Names
AVA uses two methods to read names from passports: the machine-readable zone (MRZ) at the bottom and a visual scan of the printed text. For most passports, the MRZ is preferred. For certain countries, the visual scan takes priority because their MRZ does not split first and last names reliably.
This guide helps you understand why extracted names sometimes look different from what guests expect, how single-name guests are handled, and what determines where AVA gets the name from.
Quick Reference
| Situation | What AVA Does | What You See |
|---|---|---|
| Standard passport with clear MRZ | Uses MRZ names | Names match the machine-readable zone |
| Passport from Malaysia, Myanmar, Indonesia, or Singapore | Uses visual (printed) names | Names match the printed text above the MRZ |
| Guest with one name only (mononym) | Stores the single name and duplicates it for the PMS | First name and last name show the same value |
| Married or alias name on Singapore IC | Checks both birth name and alias against the reservation | Primary (birth) name is stored even when the alias matches |
| French passport with spouse surname | Splits birth surname from married surname | Birth surname stored as last name; married surname available for matching |
| MRZ is blurry, cut off, or has errors | Falls back to visual scan | Names come from the printed text instead |
How It Works
Where Names Come From
AVA reads names from two sources on every document, then picks the more reliable one.
1. Machine-Readable Zone (MRZ)
The MRZ is the block of capital letters at the bottom of a passport. It contains structured name data separated by << markers.
When AVA trusts the MRZ:
- The passport is a standard two-line MRZ format
- Check digits pass validation
- Both a first name and last name section are present
- The country does not use a single-field name format
When AVA does not trust the MRZ:
- Check digits fail (characters were misread)
- The MRZ is missing, blurry, or incomplete
- Only one name section exists (no
<<separator between surname and given names)
Each MRZ line includes small verification numbers. If these do not match the data, it means the camera misread a character. AVA rejects the entire MRZ and asks the guest to retake the photo.
2. Visual Scan (Printed Text)
AVA also reads the printed name fields on the document — the text you see above the photo and MRZ. This is the fallback when the MRZ is not reliable, and the primary source for non-passport documents like IDs and driving licenses.
Country-Based Name Handling
Some countries issue passports where the MRZ does not reliably separate the first name from the last name. AVA detects these and switches to the visual scan for name splitting.
Countries That Use Visual Names
| Country | Why | What Changes |
|---|---|---|
| Malaysia | MRZ may place the full name in a single field | AVA reads the printed name fields instead of the MRZ name |
| Myanmar | Names often have no family name, or use a single field | AVA reads the printed name and may detect a mononym |
| Indonesia | Many citizens have a single name (mononym) | AVA reads the printed name; may store one name only |
| Singapore | MRZ formatting can be ambiguous for certain name patterns | AVA reads the printed name fields for the first/last split |
Even when AVA reads names from the visual scan, it still uses the MRZ for document number, date of birth, expiry date, and nationality. Only the name split switches to visual.
All Other Countries
For passports from countries not listed above, AVA uses the MRZ name whenever the MRZ is readable and passes check-digit validation.
How Single-Name (Mononym) Guests Are Handled
Some guests have only one legal name — common for Indonesian and Myanmar citizens. AVA handles this in two steps.
Step 1: Extraction
When AVA detects a passport with:
- No
<<separator in the MRZ name section, and - The visual scan shows a single name (no spaces)
It stores the name as first name only, with an empty last name.
Step 2: PMS Sync
Most property management systems require both a first name and a last name. Before sending guest data to your PMS, AVA duplicates the single name into both fields.
| Document Shows | AVA Stores | Sent to PMS |
|---|---|---|
| SUKARNO | First name: SUKARNO, Last name: (empty) | First name: SUKARNO, Last name: SUKARNO |
| (empty), SUHARTO | First name: (empty), Last name: SUHARTO | First name: SUHARTO, Last name: SUHARTO |
This follows the IATA Passenger Name Record (PNR) convention used by airlines for single-name travellers.
Name Realignment
Sometimes the document and the reservation have the same name tokens but split them differently between first and last name. This is common for guests from Malaysia, Indonesia, Myanmar, and Singapore.
Example:
| Source | First Name | Last Name |
|---|---|---|
| Document | AHMAD BIN IBRAHIM | (empty) |
| Reservation | AHMAD | BIN IBRAHIM |
AVA detects that both sides contain the same name parts. After confirming a match, it adopts the reservation's split so the stored name aligns with your PMS records.
Alias and Married Name Matching
AVA checks alternative names when the primary document name does not match the reservation.
Singapore Identity Cards
Singapore ICs can show two name lines:
- Birth name (primary) — for example, DASIMA BINTE MOHAMMAD
- Married name (alias) — for example, MRS DASIMA KAYA
AVA tries both names against the reservation. If the alias matches, check-in proceeds — but the birth name is stored as the official guest name.
French Passports
French passports may show a married surname inline — for example, "FREBOURG ép. GODIN". AVA splits this into:
- Primary last name: FREBOURG
- Alias last name: GODIN
Both are checked against the reservation name.
What Triggers a Rescan Request
AVA asks the guest to retake their passport photo when:
- ❌ MRZ check digits fail (misread characters)
- ❌ MRZ text is too short or incomplete
- ❌ The backend cannot determine a reliable name from either source
- ❌ The passport is from a single-field country and no visual name is available
A rescan request means AVA could not read the document confidently. The guest simply needs to take a clearer photo — usually with better lighting and the full MRZ visible.
Troubleshooting
Guest's name appears duplicated (same first and last name)
What you see: A guest's first name and last name show the same value in your PMS.
Why: The guest has a single legal name (mononym). AVA duplicates it to satisfy PMS requirements.
What to do: No action needed. This is expected behaviour for single-name guests.
Guest's name split looks different from their passport
What you see: First and last name are swapped or grouped differently than what the passport shows.
Why: For passports from Malaysia, Myanmar, Indonesia, or Singapore, AVA uses the visual scan which may split names differently than the MRZ.
Fix:
- Compare the stored name with both the printed text and the MRZ on the physical passport.
- If the full name is correct but the first/last split differs, this is expected.
- If the name is clearly wrong, ask the guest to rescan with the full document visible.
Guest keeps getting asked to rescan their passport
What you see: The guest retries but AVA keeps requesting a new photo.
Fix:
- Ask the guest to place the passport flat on a dark surface.
- Ensure the entire MRZ (bottom two lines) is visible and in focus.
- Avoid glare, shadows, and fingers covering any part of the document.
- If scans continue to fail, complete check-in at the front desk.
Married name matches but stored name is different
What you see: Check-in passed, but the stored name is the birth name, not the married name.
Why: AVA always stores the primary (birth/legal) name from the document, even when the alias name is what matched the reservation.
What to do: No action needed. This is by design for legal compliance.
Still Stuck?
Contact success@vouch-technologies.com if:
- ❌ Passport scans consistently fail for a specific nationality
- ❌ Name extraction produces clearly incorrect results after multiple retries
- ❌ You need guidance on how name handling works for a country not listed above
Helpful to include:
- The guest's nationality and document type
- Screenshot of the extracted name vs. the physical document
- Your hotel country setting