We always strive to support our clients in difficult situations.

If you have encountered a violation of your rights as a client, please report it to receive a competent response and assistance. In most cases, to resolve an issue, it is sufficient to write to our chat or send a request on the order page.

However, there are situations that require more detailed consideration, an official request, the provision of certain documents — or involve contacting other authorities.

Many issues fall outside the scope of Kupibilet's responsibility as an online service for searching and booking airline tickets. To save you time searching for competent assistance, we will tell you where to turn in each specific case.

We rely on current laws, airline rules, and the Offer of the Kupibilet service.

✔ Flight cancelled or delayed

It's frustrating when plans fall apart and a flight doesn't depart on time. This could happen due to weather conditions at the departure or arrival point, technical malfunctions, or other force majeure circumstances. Kupibilet, as an airline ticket sales service, is not responsible for flight operations but will help you understand the situation.

What to do?

First, take the necessary actions with your ticket. Remember that after significant changes to the flight schedule, you are eligible for an involuntary exchange or refund without an airline penalty. In your personal account on Kupibilet, in the order details, click Request Exchange or Request Refund — and we will suggest all available options.

Who will compensate for damages?

Claims related to a flight not operated on time are accepted by the operating airline. On each airline's website, there is a feedback form through which you can submit a claim statement describing the situation and listing your demands. However, please note: when a flight cancellation or delay leads to missing another flight booked on a separate ticket, the airline is not responsible for this and will not compensate you for the cost of the lost ticket.

If you added a Flight Insurance policy from an insurance company to your order, and your situation falls under insured events, after all actions with the ticket, you need to contact the phone number provided in the policy.

✔ Lost or damaged luggage

An unpleasant situation: upon arrival at your destination city, you did not receive your suitcase — or you received it but found damage.

What to do?

Without leaving the baggage claim area, report what happened at the “Lost and Found” (Lost/Delayed Baggage, Lost and Found) counter, and show your baggage tag. The employee will fill out a special form, after which you will only have to wait for a message from the airline.

Who will compensate for damages?

If lost luggage is not found within 21 days from the date of filing the claim, the operating airline will accept a claim from you demanding compensation. In case of luggage damage, the airline will decide on compensation only based on documents confirming the value of the luggage (e.g., receipts). You can read more about the procedure for filing a compensation claim on the website of the airline you flew with.

✔ Baggage allowance on the ticket was less than declared

Your itinerary indicates the permitted baggage weight for your fare. You brought a corresponding suitcase, but at the check-in counter, it turned out that a smaller allowance was included in the ticket price, and you are required to pay extra for overweight baggage.

What to do?

If you found out about the discrepancy during the check-in process, the only way to resolve the issue promptly is to pay for the baggage as excess according to the airline's tariffs, and after the flight, contact us to clarify the reason for what happened.

Who will compensate for damages?

If it is confirmed that the airline provided correct information about the transportation conditions for your fare, and Kupibilet displayed incorrect information during the order placement stages and in the itinerary, Kupibilet will refund you the extra payment amount. To process the request, you will need to send us photos or scanned copies of the baggage payment receipt and a signed statement addressed to Nebuchadnezzar FZ-LLC from the bank card holder, and then — also the full details of your bank account for the transfer.

✔ No response to a request sent via the website for too long

Kupibilet is very popular. Every day, up to one and a half thousand clients write to us, and most requests require lengthy consideration and actions with tickets. We try to respond as quickly as possible, but those whose departure is not soon have to wait longer for a response than others.

According to Kupibilet's Offer,

The response time for inquiries depends on the workload of the Customer Care Service staff; a response is provided no later than the passenger's departure day.

If more urgent consultation is needed for a specific flight, the Client is recommended to contact the airline directly.

What to do?

— Wait. Requests for tickets with uncancelled flights are processed 1-3 days before the departure date. We understand that a long wait can cause inconvenience, and we sincerely apologize for it, but at the same time, we must admit: we will not be able to respond to you faster than to clients with an earlier departure.

— Refund and exchange conditions can be checked in the itinerary receipt.

— An issue not related to a refund or exchange can often be resolved in chat or on the order page.

— Ticket exchange and passenger data correction can be done through the airline.

Who will compensate for damages?

For all requests where the departure date on the ticket is relevant, we respond before the flight departure time, so clients' financial losses are excluded.

Requests related to flight cancellation or delay, from the perspective of airline rules, remain relevant throughout the ticket's validity period, which is usually at least 180 days. Thus, an involuntary refund or rebooking of the ticket can be made throughout this period without losses.

At the same time, if you have reasonable claims for compensation for damages caused by a long wait for a response, you can send an official statement to us.

✔ Ticket issued with incorrect passenger data or for the wrong flight

Upon receiving your ticket, you noticed an error in it. Perhaps you didn't notice it immediately, but only at the airport.

What to do?

— If you found an error on the day of purchase, ask us on the order page or in chat about ticket cancellation rules.

— Some data errors can be corrected for free — through us or at the airport. 

— If the error is critical and requires a ticket refund or exchange for another date — send a request using the special buttons in the order details in your personal account on Kupibilet.

Who will compensate for damages?

An order is always placed with the passenger data that the buyer enters themselves, and for the flights they choose themselves. Substitution of departure time or letters/numbers in the data you personally entered is absolutely excluded. Therefore, compensation for the costs of reissuing a ticket is not provided.

✔ An additional service I don't need has been added to the order

After paying for the order, you changed your mind about using one of the paid additional services.

What to do?

Make a request on the order page or in chat on the day of placing the order to disable an unnecessary and not yet rendered service. If the service has already been rendered, a refund for it is not provided.

Who will compensate for damages?

We are attentive and respectful of client choices and never add services to an order until you select them yourself. By placing an order on Kupibilet, you automatically receive only the ticket, free notifications about the order and flight status, 24/7 online chat support, and our boundless gratitude for choosing Kupibilet.

If you need anything else (for example, online flight check-in by our specialists), then you yourself, voluntarily, choose the desired service and add it to your order.

Therefore, on Kupibilet, the concept of “imposed service” does not exist, and a refund for services is not provided later than on the day of placing the order. But if you were not satisfied with how we rendered the service, please tell us about it in the chat. We will sort everything out with you and gratefully accept your wishes regarding the service. I do not agree with the service fees for ticket operations

After purchasing a ticket, you needed to correct passenger data, exchange for another date, or refund the ticket. You received a calculation from us and do not agree that, in addition to the airline's penalty, the calculation includes a service fee for performing the ticket operation.

What to do?

First, familiarize yourself with Kupibilet's Offer and the rules outlined in the “Refund and Exchange” section, which specifies fees for each operation. Kupibilet is a commercial service and has the right to charge fees for its services, in accordance with the Air Code of the Russian Federation and Federal Aviation Regulations (FAR).

We understand the need to openly state fee amounts and never conceal them. When purchasing a ticket, you were also offered to familiarize yourself with the Offer and express agreement with all its provisions. Without checking the box, it is impossible to proceed to order payment.

If the operation you requested has only been calculated but not performed, you can refuse it and use the ticket (except in cases where the ticket has already been cancelled or forfeited due to no-show for the flight).

Who will compensate for damages?

By placing an order on Kupibilet, you accepted its terms of service. All operations are performed in accordance with our rules, and a refund for the cost of rendered services is not provided.

However, if, for example, you were on a business trip and receive expense compensation from your employer, we, in turn, can issue a certificate for you indicating the fees for all operations performed on the ticket. Contact our chat or make a request on the order page to receive the document.

✔ I was not issued a receipt for ticket payment

After placing the order, only the itinerary receipt arrived in the mail, and there are no other purchase confirmations. There is nothing to report to the employer's accounting department.

What to do?

Here is detailed information about receipts and other documents used to confirm a flight. In short — Kupibilet indeed does not issue receipts, but for reporting an airline ticket booked online, a receipt is not needed. The law confirms this.

Who will compensate for damages?

There will be no damage — we assert this based on legislative acts. Provide the itinerary receipt and boarding pass with an airport stamp at the place of demand to receive travel compensation. If something is lost — we will tell you how to restore it.

✔ I am dissatisfied with Kupibilet and my issue has not been resolved in correspondence

We are truly sorry. In any situation, we want not just to apologize for the inconvenience, but also to thoroughly investigate and help our client. Our goal is to resolve any, even the most complex, issues within the chat and on the order page. 

However, if even after a dialogue with a specialist you have not received the desired result and remain dissatisfied with our service, we will accept a claim statement from you with a description of the situation and a list of demands. 

The official response from the organization will be sent to the return address specified in the statement.

Processing of claim statements takes 30 days, but if the consideration of your statement requires clarification from carriers and other service providers, the deadline for providing a response to the claim may be postponed.