The travel merchant of record (MOR) is the entity that appears on the passenger’s card statement and carries contractual liability for the transaction.
On a travel booking the MOR is not always obvious. It might be the airline, the OTA, the wholesaler, or a payment facilitator, depending on how the funds flowed. That single fact drives who owns the refund path, who fights the chargeback, and who carries PCI DSS scope for the sale. Support teams need the MOR clearly stamped on the booking so tickets route correctly. A customer support in travel desk that surfaces the MOR at ticket open removes the biggest handoff error.
MOR structure also affects tax, foreign-exchange, and reporting, but for the support queue, refund routing and dispute ownership are the two facts to know.
Common questions
Is the travel merchant of record always the seller?
Not always. Some OTAs sell as agent of the supplier, meaning the airline or hotel is the MOR and the OTA collects on their behalf. Refunds and chargebacks route to the airline, not the OTA.
Why does the merchant of record matter for support?
Because it decides who has to refund the passenger, who receives the chargeback, and which contract governs the dispute. Getting it wrong sends the ticket in circles.