How Kupibilet's Care Service Works

Guys, it's time for you to learn and understand how Kupibilet's Care Service works. In this article, we'll tell you how your requests reach us and how we process them. 

This will help you get an answer to your question faster, and us — to become more understandable and transparent.  

Your Request's Journey

You can contact us through your Personal Account. Your request enters a specific processing queue and then goes to our employees. The system automatically sorts questions by departure dates as follows: 

– emergency departures — those occurring within the next 24 hours; 

– regular queue departures — those occurring later. 

We carefully process each request in the booking system. This takes time, but we still try to answer you as quickly as possible. 

Authorized users can ask questions about their flight via a request in their Personal Account from the order and in the Chat. You can easily get the necessary information without waiting for an operator's response in the Blog or Knowledge Base. 

Is it possible to speed up a refund to the card?

Unfortunately, no. The airline and the bank are also involved in refund requests. We receive funds from the airline and transfer them to your account. The crediting period depends on the bank's operations — usually, a refund request is processed within up to 30 days. 

How can you call us? (Spoiler: we don't have a phone)

We have been working through requests in the Personal Account for a long time. Therefore, we recommend sending your inquiry there. 

We wish you great travels and the very first spots in any queues!