An Ontario couple who booked their dream vacation to the Maldives had to wait months to get a refund after their flight was cancelled at the last minute due to the conflict in the Middle East. The couple told CTV News they booked the trip through the “third-party” website Expedia and ended up waiting nearly five months to get a $9,934 refund that the airline initially told them would be processed within weeks. “I was very disappointed but on the other hand, safety comes first,” said Vivian, of Mississauga, who asked that we only use her first name due to the nature of her husband’s work. Vivian flew to Poland in March to meet her husband who was working there so they could celebrate their anniversary. They planned to go to the Maldives, an ultimate getaway for them. Vivian told CTV News from Warsaw that they would first have a layover in Abu Dhabi, in the United Arab Emirates, and would then fly over to the group of islands in the Indian Ocean. The couple were already on the plane ready to take off when their flight was cancelled at the last second due to the conflict in the Middle East. “Unfortunately, the war broke out and we got stuck on the plane and the flight got cancelled because their airspace was closed in Abu Dhabi,” said Vivian. Challenges getting a refund The two round-trip tickets cost Vivian and her husband $9,934. When Vivian contacted Ethiad Airways regarding her cancelled flight, she was told she was entitled to a full refund. However, her flight was booked through Expedia, so the money would have to be refunded to the booking website first. Ethiad Airways issued the refund of $9,934 to Expedia, and Vivian was told she would get her money back in four to eight weeks but never received it. “We expected the refund in April, but nothing happened and they told us it would be another four to eight weeks,” she said. Months passed and, despite promises, the refund never showed up. Vivian said she became concerned she might never get it. “Everybody says the same thing, but I just don’t see my money back, I don’t see my money,” she said. “It’s a lot of money sitting out there.” Expedia finally reimburses funds CTV News reached out to Expedia on Vivian’s behalf. “Upon investigation, we found that Vivian’s original refund request was submitted incorrectly to the airline. We sincerely apologize for the inconvenience this caused. We contacted Etihad Airways on her behalf to resubmit the request and confirmed that a full refund was processed on July 27, 2026,” a company spokesperson wrote in a statement. “The refund should appear in her bank account within two billing cycles. According to our records both parties were refunded for their canceled tickets.” Expedia has refunded the $9,934 to Vivian, which was great news for her. “We got our money back. A full refund, plus they gave us a $400 credit,” she told CTV News. “We’re very grateful for CTV’s help.” Better to book directly When using a third-party website to book a flight, you could get “stuck in the middle” if you’re owed a refund or need to change dates or flights. Experts suggest booking directly with the airline or hotel, as it can be easier to get refunds or make changes. With files from CTV News Toronto’s Farah Chandani
