Flights

Ticket booking problems

If you run into difficulties using Yandex.Flights, please contact customer support via the feedback form.

Note. Yandex.Flight's partners are responsible for the actual ticket sales. We take every effort to monitor the quality of the services we provide and ask you to contact customer support if you have experienced any of the issues below.

How do I avoid problems when booking air tickets?

  • Make sure that the website is trustworthy.
  • Find out about possible issues that can arise during or after booking air tickets.
  • Be careful when placing an order. Be sure to check your personal data and order details. Keep a record of your order numbers.

Can the ticket booking site be trusted?

If you have not booked tickets on a ticket booking website before, make sure that the site is trustworthy:

  • Read company reviews. Be wary of companies that don't have many reviews. Taking the measures listed below can help ensure that the company is legitimate.
  • Check the domain registration date.
  • Search the website for contacts and company information.
  • Phone the site's customer service department to make sure it is fully operational.

If the domain was recently registered, the company has no reviews, nobody responds to customer service requests, and the site lacks contact details, then it is probably a fraudulent business.

Yandex.Flights does not list fraudulent websites. Yandex only works with reliable companies that undergo careful selection.

How can I check my booking?

After you pay for your ticket, make sure that you get your e-ticket in your mailbox.

Note. When you buy a charter ticket, you should get a payment confirmation, even though the ticket itself will only be sent 1-3 days before departure.

You can check if your ticket is valid on websites like checkmytrip and virtuallythere.

If you cannot find your booking number in any of these systems, call the airline. If the airline cannot locate your ticket, please contact the partner's customer support.

In the event of a disagreement, you can dispute the payment with your bank.

Attention! Many agencies do not deal with booking complaints if the user did not receive an e-ticket within 24 hours and did not report it during that period.

Who can I contact with questions or suggestions?

If you have questions or suggestions regarding the Yandex.Flights service, please contact our customer support using the feedback form.

Note. Ticket booking is administered by Yandex.Flights partners. If you have any questions regarding booking, payment for tickets, flights, luggage, ticket refund or replacement, please contact the relevant service partner directly.

Possible issues and recommendations:

The agency that sold you a ticket has closed

When a passenger buys a ticket, they are automatically making a contract with an airline. If an agency goes out of business and you have questions about your flight, you should contact your flight carrier.

Attention! After booking, make sure that the information on your ticket is correct and that the booking is valid.

The price on the partner site is given in a different currency

The partner site usually quotes prices in the local currency, but in some cases it is possible to choose another currency.

If you pay by a card with an account in a different currency, the bank will probably debit a larger amount than that quoted on the site. Many banks charge a commission for currency conversion.

Therefore, it is best to pay in the currency that matches your bank account.

Note. Check with your bank to find out if they charge commissions and, if so, how much.

Additional services

Booking agency websites often offer additional services, such as insurance and airport transfer tickets. If you need additional services, you can select them on the partner website when you make a booking.

Note. According to Yandex.Flights rules, additional services may not be included in the price quoted on partner sites. If this is not the case, please disable the options you do not want and report this to Yandex.Flights customer support using the feedback form.

The agency or airline is registered in a different country

Pay attention to information concerning where the company is registered. If an agency or airline is not a resident of your country, it will be more difficult to take them to court in the event of a dispute.

After booking, you have not received an e-ticket or itinerary receipt

First, check your “Spam” email folder and your account on the airline or booking agency website. If you cannot find your ticket there, contact the airline or agency where you booked the ticket.

If you found a ticket with the Yandex.Flights service, and were not sent an e-ticket or itinerary receipt after booking, report this to customer support using the feedback form.

The price on the partner's site was higher than the price quoted by Yandex.Flights

Note. Make sure that additional services were not selected when you booked your ticket.

One reason could be that several people are booking the same ticket as you. In this case, the price you selected might no longer be available. If so, the agency must display a message saying that the price is no longer available and suggest other pricing options. If no message is displayed, please report this to Yandex.Flights customer support using the feedback form.

Yandex makes every effort to ensure that users of its service don't experience such issues. If a partner site quotes a higher price, please report this to Yandex.Flights customer support using the feedback form.

More money was withdrawn from my card than the price listed during booking

Note. Make sure that additional services were not selected when you booked your ticket.

Prices can change for a number of reasons:

  • currency exchange rate difference
  • technical error (double transaction)
  • payment processing — money was debited prior to booking and the price changed during the booking process
  • the airline changed the exchange rate during the booking process

The baseline ticket price is given in the local currency (if not stated otherwise) and is valid for bank card payments. For instance, if your bank card is registered in a different currency, money will be debited using your bank's internal rate. In this case the price will be slightly different from that quoted by the service.

Also pay attention to the currency that Yandex partner companies use to charge for tickets. The partner site usually quotes prices in the local currency, but in some cases it is possible to choose another currency. In this case the partner site may quote two prices: the price in your currency (as reference) and the price in the currency of your card (for example, in euros).

Yandex makes every effort to ensure that users of its service don't experience such issues. If you were charged more than you were quoted during booking, please report this to Yandex.Flights customer support using the feedback form.