To guarantee that your request is processed quickly and correctly, please select the topic that best corresponds to the content of your message. If a departure date field appears, it is very important that you enter the correct date.
A correctly completed form will help us ensure that your urgent requests are processed on time, so you can avoid any delays or additional costs due to missing or incorrect information.
If you do not see a topic that corresponds to the content of your request, your question can likely be answered by a specialist on our online Customer care chat. Write us directly through your account or using the Kupi.com mobile application, and we’ll get back to you as soon as possible.
— Same-day order cancellation
Cancellation of a paid ticket on the day of purchase. Provided where technically possible on requests received before 22:00 MSK. Considered for cases in which:
- information was incorrectly entered during purchase (e.g. passport number, name, birth date);
- a ticket must be exchanged or refunded (incorrect dates, destinations, or reconsiderations).
— Ticket refund
Questions about the rules of ticket returns or refunds. If you are certain that you would like to cancel your flight, please indicate in your request that you consent to having your booking removed. This will help us speed up the ticket cancellation process.
Compulsory refunds may be provided on legitimate grounds, such as flight cancellation or delay, passenger illness, prohibited entry or exit of a passenger, or visa rejection.
Voluntary refunds may be provided for cancellations due to any other reason.
— Exchanging a ticket
Questions related to the rules and costs of exchanging your ticket, or requests to change your ticket’s departure date, arrival date, or route. There are two ticket exchange options: voluntary and compulsory.
Select Voluntary if you would like to exchange your ticket for personal reasons.
Select Compulsory if you’ve received a message regarding changes of departure time in your existing flight or if your flight has been cancelled. You will need to change your ticket according to the flight option provided in the notification you received or select an alternative flight.
— Data correction
Correcting errors in passenger data, such as passport number or expiration date, birth date, or name. In order to process your request faster, we ask that you attach a photo of the passport featuring the correct information.
— Issuing a children’s ticket
Issuing a children’s ticket as an add-on to an adult ticket purchased through Kupi.com. Please attach a scanned copy of the child’s identity document to the request (birth certificate or international passport).
— Purchasing luggage
For customers who have already purchased their ticket and would like to add additional luggage to their order.
— Animal transport
Request permission to transport your pet. Please note that we will be unable to respond to your request or agree to the transfer until you have purchased an airline ticket for yourself. Animal transport can only be requested as an add-on to the existing ticket of the animal’s owner.
— Requesting special services
Requesting special carrier services (transporting sports equipment, ordering a travelling cradle for children under 1 year of age, wheelchair services, assistance for passengers with additional needs, etc.). We recommend submitting these requests at least 48 hours before your flight's departure time.
— Ticket never arrived
For customers who have not received a message containing their purchased ticket. Please note that tickets can be downloaded straight from the Kupi.com website without logging into your personal account or waiting for our response. Open the Help section at the top of the screen and click Where’s my ticket?, then enter your order information to quickly find your itinerary receipt.