On our website and in the app, you can purchase the "Trip Guarantee" service when placing an order.

  • It will be useful if your flight is canceled or delayed. In this case, we will find you a new one.

  • If we can't find one, we will refund the money for unused tickets in the order.

The full terms of service are presented in the offer.

How to purchase the service

Find the service on the "Payment" page and click Add. If you want to learn more about the service, open the detailed information window β€” there you will also have the option to add the service using the corresponding button. The cost of the service depends on several factors: ticket type, number of flights in the order, number of passengers, characteristics of each flight on the ticket (destination, airline, and flight dates).

Terms of provision

The service is provided in cases where:

  • the airline delayed a flight in your order with a ticket having a single booking number by 5 hours or more;

  • the airline delayed a flight in your order with a smart route in such a way that the connection with other flights on the route is disrupted;

  • the airline canceled a flight from the ticket in your order;

  • any other event occurred that falls under the conditions of "Involuntary Refund" according to airline rules, except for situations where the operation of the airline, airports, etc., is seriously disrupted and they are unable to fully provide transportation services (see below for details).

The service is not provided if:

  • the ticket cannot be used due to your actions (missing the flight, making changes independently, non-compliance with visa formalities, etc.)

  • the operation of the airline, airports, etc., is seriously disrupted and they are unable to fully provide transportation services (for example, due to border closures, natural disasters, military operations, etc.).

How to use the service

To use the "Trip Guarantee", send a request in your Personal Account or write to us in the chat via the website or app β€” as early as possible after receiving the official notification from the airline about the flight delay or cancellation, but strictly no later than 2 hours after the original departure time of the changed/canceled flight indicated in your itinerary receipt.
Be prepared that we may ask you to provide a notification from the airline sent via SMS or email β€” it's best to attach it to your request immediately.

Rules for replacement and refund

If you purchased a ticket for one or more flights from the same airline with a single booking number, then we will

  • replace the entire ticket

  • or refund the cost of all unused flights on the ticket. 

If you placed an order with a smart route (a group of tickets for flights operated by different airlines and having different booking numbers), then we will consider "outbound" and "return" flights separately: 

  • Outbound flight changed β€” we will replace or refund all unused "outbound" tickets

  • Return flight changed β€” we will replace or refund all unused "return" tickets. 

Conditions for replacing a flight on a ticket or the entire ticket

  1. We will select a flight with the same class of service and destination as the one that was canceled or delayed.

  2. For all tickets that we refund, we will return the money received from the airline to you. 

  3. If we cannot find a flight that connects with all other flights on the ticket, we will refund the money.

  4. If we do not find a flight departing within 8 hours after the canceled flight's departure, we will refund the money.
    Exception: if a later departure time suits you and we agree on it, we will replace the ticket without a refund. 

  5. No additional fees are charged for replacement.

Refund conditions.

1. The refund consists of two amounts:

1.1. The cost of unused tickets or unused parts of tickets (see points 2 and 3 below) β€” we will refund in rubles to your bank card.

1.2. Compensation for travel inconveniences β€” we will return bonus points to your personal account. Points can be spent on subsequent orders.
The amount of such compensation varies β€” it depends on the original cost of unused tickets, ticket type, travel destination, and airlines on the ticket.

2. We refund money for unused tickets if we could not offer an alternative flight β€” only for flights that you did not actually take.

3. The cost of the service fee and additional services included in the order is not refunded.

4. The refund period depends on the payment method and airline and ranges from 1 to 60 days. 

5. Points accrued according to the service rules can be used under the general terms of the bonus program within 1 year from the date of their accrual. Details about the bonus program are in your Personal Account.

6. No additional fees are charged for refunds.

Cancellation of service

If you purchased "Trip Guarantee" and wish to cancel it, you can only do so on the day of purchase, before it has become active and unused.

To cancel the service, write to us in the chat in the app or on the website from your Personal Account.

The money will be returned to the card from which the service was paid.