Travelers Caught in Rebooking Loop Between Airlines and OTAs During Iran War

Online travel agencies' policies are more flexible, but customers still face challenges when flights are canceled due to the conflict.

Mar. 13, 2026 at 9:50pm

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The ongoing Iran war has disrupted flights across the Middle East, leading to flight cancellations. While online travel agencies (OTAs) like Expedia have more liberal cancellation and refund policies during the conflict compared to the pandemic, some travelers are still finding themselves caught in a familiar loop when trying to rebook or get a refund. Customers are being bounced between the airline and the booking platform, with each directing them to the other.

Why it matters

This issue highlights the complexity of the customer-ownership relationship between airlines and OTAs, especially during times of disruption. It raises questions about who is responsible for assisting customers with rebooking and refunds when flights are canceled due to external factors like geopolitical conflicts.

The details

Ash, a management consultant and Expedia Platinum loyalty member, had his Etihad flight from Mumbai to Boston canceled due to the Iran war. When he first contacted Etihad, the airline told him to speak with his travel agent, Expedia. However, Expedia initially told Ash that his ticket was non-refundable and that he should deal directly with the airline. Eventually, an Expedia supervisor was able to rebook Ash on a March 15 Etihad flight, but the booking disappeared from the Expedia app the next morning, leaving Ash searching for help again.

  • Ash's Etihad flight from Mumbai to Boston was canceled after the conflict disrupted flights across the Middle East.
  • An Expedia supervisor rebooked Ash on a March 15 Etihad flight, but the booking disappeared from the Expedia app the next morning.

The players

Ash

A management consultant and Expedia Platinum loyalty member whose flight was canceled due to the Iran war.

Etihad

An airline whose flight from Mumbai to Boston was canceled due to the conflict in Iran.

Expedia

An online travel agency that Ash booked his flight through and where he encountered issues when trying to rebook or get a refund.

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What they’re saying

“We must not let individuals continue to damage private property in San Francisco.”

— Robert Jenkins, San Francisco resident (San Francisco Chronicle)

The takeaway

This case highlights the ongoing challenges customers face when dealing with flight disruptions, as they are often caught in a tug-of-war between airlines and online travel agencies over who is responsible for providing assistance. It underscores the need for clearer policies and better coordination between these industry players to ensure a smoother customer experience during times of travel disruption.