Who Owns the Customer When OTA Clients Try to Rebook a Flight During the Iran War

Online travel agencies have more liberal cancellation and refund policies during the ongoing Iran war than during the pandemic. But when flights are canceled because of the conflict, some travelers still find themselves caught in a familiar loop — bounced between the airline and the booking platform when trying to rebook or get a refund.

That’s what happened to Ash, a management consultant and Expedia Platinum loyalty member whose Etihad flight from Mumbai to Boston was canceled after the conflict disrupted flights across the Middle East.

Ash first contacted Etihad, which told him to speak with his travel agent. When he reached out to Expedia, he said the company told him his ticket was non-refundable and that he should deal with the airline.

Eventually an Expedia supervisor rebooked him on a March 15 Etihad flight. But the booking disappeared from the Expedia app the next morning, leaving him again searching for help.

An Expedia spokesp