During the COVID-19 pandemic, many online travel agents (OTAs) experienced a significant decline in demand and a surge in cancellations due to government efforts to contain the spread of the virus. Tiket.com, a leading OTA in Indonesia, faced considerable challenges in maintaining customer repurchase intentions throughout this period. This study aims to explore strategic entrepreneurship in fostering customer repurchase intentions on a digital multi-sided platform, using Tiket.com as a case study. Specifically, it examines how factors such as customer service, public service advertisements, brand image, and brand trust influence customers’ intentions to repurchase through the platform. Employing a quantitative research approach with purposive sampling, data were collected through an online questionnaire using a 5-point Likert scale. The sample consisted of 100 respondents who had used Tiket.com's services, contacted its customer service, and been exposed to its public service advertisement campaigns. Data analysis using Partial Least Squares-Structural Equation Modelling (PLS-SEM) revealed that customer service, public service advertisements, brand image, and brand trust significantly influence repurchase intentions. The study highlights the importance of building a reliable brand image and maintaining trust through transparent service and strategic communication in customers services during crises. It contributes to the understanding of how OTAs can sustain customer loyalty and engagement post-pandemic until now through innovative and customer-centric strategies.