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

AI Summary

The Iran war is raising complex questions about customer ownership between online travel agencies (OTAs) and airlines when travelers attempt to rebook flights. While OTAs and suppliers have adopted more flexible rebooking and refund policies compared to the pandemic, high volumes of support requests mean many customers still struggle to receive adequate assistance. The piece explores the structural tensions in the travel distribution chain during crises.

Online travel agencies and suppliers have more flexible rebooking and refund policies during the Iran war than during the pandemic. But with the volume of customer support requests, customers sometimes don't get the assistance they deserve.