Travelers whose flights have been canceled due to the ongoing conflict in the Middle East are facing a frustratingly familiar problem: being bounced between airlines and online travel agencies (OTAs) when seeking rebooking or refunds. While OTAs currently offer more flexible policies than during the pandemic, many customers still find themselves trapped in a cycle of conflicting instructions.
The issue highlights a long-standing tension in the travel industry: who ultimately owns the customer relationship when disruptions occur? Airlines often defer responsibility to OTAs, while OTAs frequently push customers back to the airlines. This leaves travelers like Ash, an Expedia Platinum member whose Etihad flight from Mumbai to Boston was canceled, caught in the middle.
Ash was initially told by Etihad to contact Expedia, his booking platform. Expedia then directed him back to the airline, claiming his ticket was non-refundable. Only after escalating to an Expedia supervisor was he temporarily rebooked. However, the new booking vanished from his app overnight, restarting the same cycle of unresolved issues.
This situation isn’t unique. The Iran conflict has exposed a systemic gap in accountability, where neither airlines nor OTAs want to take full ownership of customer service during major disruptions. Passengers are left to navigate conflicting policies and disappearing reservations, raising questions about the transparency and responsibility of both travel providers.
The pattern underscores a critical weakness in the current system: When flights are canceled due to external factors like geopolitical events, the blame game between airlines and OTAs leaves customers with little recourse. Until clear accountability structures are established, travelers will likely continue facing these frustrating loops.
