You may take advantage of our Trip Guarantee service when purchasing a ticket via our website or app.
✔ This will come in handy if your flight gets cancelled, delayed, or changed in such a way that you won’t have time to catch another flight from your order. In this case, we’ll find you an alternative.
✔ If we can’t find anything, we’ll refund you for your ticket.
Terms of Service
This service is provided if:
- your order includes only a departure route, a round trip, or a route comprised of tickets from different carriers.
- the carrier cancelled your flight, and there is official confirmation of this in the form of an email or text message from the carrier or Kupi.com.
- an unused part of your ticket has been rescheduled or cancelled in such a way that the changes to your route make you eligible for a refund according to the carrier’s policy (each carrier has their own rules).
How to Access the Service
Find the service on the Review&Pay page and press the Add button. If you would like to learn more about the service, open the window with additional information; here you will also have the opportunity to add a service by pressing the corresponding button.
The price of the service depends on a few factors: the type of your ticket, the amount of flights in your order, the amount of passengers, and the characteristics of each flight in your ticket (destination, carrier, and flight dates).
How to Use the Service
To make use of the Trip Guarantee service, write to us via the chat function on our website or app no later than 3 hours before your departure time. Be sure to do this immediately upon receiving an official notification of the cancellation or significant delay of your flight from the carrier.
If you received an official notification during your journey, get in touch no later than 3 hours after your flight has ended.
Our Customer Care service will find you a flight to the same destination and with the same class of service as the one that was cancelled or delayed. If it is not possible to find a flight departing within 8 hours of the cancelled departure, you will receive compensation (see the conditions below).
No additional fees are charged for arranging an alternative flight.
Terms of Compensation
Compensation for your funds may comprise of:
- the cost of your ticket or interrupted parts of flight itinerary. This payment will be made to the card used to purchase the ticket.
- compensation in the form of bonus points to the passenger’s Account. These points can be spent on future orders. The amount of this compensation is calculated in accordance with the original price of the ticket, type of ticket, destination of the trip, and carriers in the ticket. The maximum amount of points that can be refunded is 100% of the ticket price.
Compensation is provided in cases where the Customer Care service is unable to change a flight in the ticket or the entire ticket. Only flights which the passenger has not completed can be compensated.
If the total amount to be compensated is over 100,000 RUB, only 100,000 RUB will be provided — in the form of money and bonus points.
The price of service fees and any additional services is not compensated. No additional fees are charged for compensation.
Your compensation will take 1–30 days to arrive, depending on the payment method and the carrier.
Points received according to the rules of the service can be used on the general terms of our bonus program within 1 year. You can read up on the details of the bonus program in your Account.
Compensation for the service is not provided in force majeure situations. Such cases include: bankruptcy of the carrier; war, natural disasters, environmental or other disasters at the point of departure, transfer or arrival; strikes, revolutions, coups d’état, riots, cases of terrorism or vandalism at the points of departure and arrival.
If your ticket includes a Smart Route, all incomplete flights as well as the most recent completed one (if applicable) will be compensated.
How to Refuse the Service
If you purchased Trip Guarantee and would like to refuse, you can only do so on the same day that the purchase was made, before it has become active or been used.
To cancel this service, write to us from your Account via the chat function in the app or on our website.
The funds will be refunded to the card used to pay for the service.