Top questions

You may follow the status of your booking in "My account" section. Below is the list of statuses which may be assigned to your booking.

Booked. Pending payment to the agency — your booking has been successfully created. The payment is pending.

Booked. Pending payment to the airline — your booking has been successfully created. The payment is pending. In this case, the payment card is debited by the airline. The flight tickets will be issued upon obtaining authorisation from the airline, generally, within 3 hours upon the booking placement. During the ticket issuance, the airline blocks funds on your payment card. As a rule, the payment card may be charged within 30 days after blocking of funds (for each ticket separately).

Pending issuance — your booking has been paid for. The estimated issuance time is up to 3 hours after funds receipt by the agency or authorisation by the airline.

Payment under confirmation — anti-fraud verification of your payment card has been initiated. What may trigger anti-fraud verification of your card?

Paid and issued — the payment has been completed; the e-ticket issued and the itinerary receipt with the e-ticket number is sent to your email address indicated during the booking. We wish you a safe trip!

Cancelled — the ticket which you booked has been cancelled. Payment period (generally, up to 12 hours after booking) has expired.

Cancelled by the agency — the ticket which you booked has been cancelled by the agency. A letter explaining the cancellation reasons will be sent to your email address.

Cancelled by the user — you have cancelled the flight ticket booking by yourself. Please note that it is impossible to restore the booking; you may, however, create a new reservation.

Paid after cancellation — your booking was cancelled. The system spotted payment after expiry of payment period. We recommend that you contact our Customer Care Service.

Under refund — your refund request has been received and is being processed. The estimated time of consideration of your request is 72 hours after its submission. The term of refund depends on the payment method.

Refunded — your refund request has been processed, your booking cancelled, and the funds returned to the Customer using the same method of payment.

Payment unconfirmed — your payment hasn't been confirmed. Possible reasons are:

• insufficient funds on your account or payment limits are set on your payment card,
• anti-fraud control failure,
• technical issues.

Detailed information is given in the message which was emailed to you.

Pending confirmation from the agency — your payment is being checked.

Pending information for refund — we are waiting for additional information from you, which is mandatory for return of your funds to your account. Detailed information is given in the message which was emailed to you.

Please be aware that in the event of unforeseen circumstances, which are not mentioned in this article, you will be contacted by our Customer Care Service.

To view the current status of your order, update the page in your browser or follow our emails.