Once you have booked a hotel room, flight ticket or travel insurance policy, you will receive the relevant voucher. It will appear in your account on both the website and the smartphone app. We will also notify you when a new document is added by email and text message.
Medical insurance is usually included in the tour price. However, you can also take out additional trip cancellation insurance, which can be especially useful in uncertain circumstances. It protects your money if you are unable to travel or need to return earlier than planned.
This policy allows you to recover the full cost of your tour or receive reimbursement for unused services (up to $3,000), excluding visa fees and insurance costs.
We offer a wide range of covered events, including COVID-19 illness affecting the insured person or their relatives, denied boarding due to suspected COVID-19, medical contraindications to vaccination, bodily injuries, infectious diseases, visa processing delays, job loss, involvement in legal proceedings, transport workers’ strikes, property damage, emergencies in the destination country, and many others. Compensation under the policy is provided by Renaissance Insurance.
This usually takes no more than 3 business days. Once the response is ready, you will receive a message to your phone number and email address. The relevant documents are automatically added to your personal account as soon as they are issued.
When you make a payment, the funds on your card are temporarily held and will only be charged once the tour is confirmed. If the tour operator declines the booking, we will offer similar alternatives. If none of them are suitable, the hold on your card will be released immediately.
The same procedure applies to cash payments: if the tour operator declines the booking, alternative options will be offered. If they are not suitable, we will refund your money in cash when you visit the office.
If you purchase a tour in instalments and decline the alternative options, you will also be able to receive a full refund. The funds will be transferred to your Paylate account, allowing you to settle the outstanding balance.
As a rule, your travel documents appear in your Personal Account 2 days before departure, or sometimes a little earlier. They are also sent to the email address you provided when registering on our website or through the mobile app. If anything changes, your Personal Account will display the updated documents and tickets.
This status means that the exact departure time is currently unknown. We will notify you as soon as we receive this information. You will receive it by SMS and email.
We are sorry you have found yourself in this situation. However, under charter flight rules, only the departure date is guaranteed; the departure time, flight number and even the airport may unfortunately change.
If you need to select new dates after making a booking, adjust the length of your trip, book a different hotel room, or change the details of the travellers, go to your Personal Account and click “change trip details”.
You can also contact our support team with your request by email, through social media, or via messaging apps. Please note that travel companies usually charge an additional fee for changes. For example, replacing a six-year-old child with a twelve-year-old in the list of travellers will change the airline ticket category. Your manager can tell you the amount of any additional charge.
To do this, go to your Personal Account and click the button with the same name. Alternatively, you can contact our support team with your request by email, social media, or messenger.
Please note that cancellations generally involve payment of the actual expenses incurred. This charge is applied by the tour operator when a confirmed booking is cancelled. Tour operators enter into agreements with airlines and hotels, and cancellation fees are set by these contracts. Therefore, neither we nor the tour operator can change them.
You will receive your refund once the tour operator has transferred the funds to our account. As soon as this happens, we will send the money to you immediately. The time it takes to reach your account depends on your financial institution (usually no more than a few business days, though in some cases a transfer may take up to a month to process).
The final refund amount, less the tour operator’s actual expenses incurred as a result of the cancellation, will be credited to the card used to pay for the tour, in accordance with the payment system’s procedures. The refund will be processed even if the card is no longer valid.
This option is available: simply go to your Personal Account and click “change tour details”. However, if you need to amend traveller information after the booking has been confirmed by the tour operator, an additional fee will apply.
Yes. To do this, go to your Personal Account and select the option to change your tour details. In the new window, you can update the travellers. Please note that if you change travellers after the tour operator has approved the booking, an additional fee will apply.
You may decline the cancellation of your booking. However, if you agree to the cancellation after the dates of the cancelled trip have passed, you may submit a request to reduce the expenses incurred by the tour operator. This may allow you to recover part of the amount paid.
Please note that the amount of these expenses is retained by the tour operator. This is a special payment made by the travel company to its partners when a client cancels an already confirmed booking.
Tour operators enter into contracts with airlines and hotels that specify the amounts of such payments, so they cannot be changed. The retained amount also includes Tur Poisk’s service fees, including booking the trip with the operator, assistance before and during your holiday, help with documentation, and customer support in the event of disputes with the travel company.
You should carry your passport, insurance policy, vouchers and ticket itinerary receipts. If you are travelling to a country that requires a visa, make sure you have one. When travelling with a child, a birth certificate is required; in some cases, a consent letter may also be needed if the child is accompanied by only one parent. We recommend printing your travel documents.
As a rule, guests can check in after 2:00 PM and must check out by 12:00 noon local time. However, exact times are set individually and can be found in the relevant voucher we provide.
If you need assistance, you can always contact our hotline with any questions. You can also get help by calling the phone number listed on your voucher.
If you plan to apply for a visa yourself, we can provide the necessary support. In particular, we will prepare the documents required for your application. However, you will need to complete the remaining steps yourself, including preparing any additional paperwork, submitting the application and collecting the visa.
The website lists the standard time needed to review documents from the date they are submitted. However, the consulate may extend this period unilaterally for up to 30 days if additional procedures are required. It is therefore recommended that you submit your visa application as early as possible.
No, we can only assist with visa applications when you book a tour.
Unfortunately, no, we can only assist Russian citizens with visa applications.
The validity period of your visa and the number of permitted entries are determined by the country’s consulate based on the documents provided. We apply for a long-term visa, but unfortunately cannot guarantee that it will be issued.
We do not process visas directly. We only collect the required documents, check them and submit them to the tour operator, who then files them with the relevant country’s consulate or visa application centre.
The list of documents required for a visa is determined by the arrangements between the travel company and the consulate, so it may differ from the official list. However, the official list is the one published on the consulate’s or visa application centre’s website. Document requirements for a visa to the same country may vary between travel companies.
Our company accepts passports with damage, but the consulate makes the final decision on whether to process them. If your application is refused, we will have to return your documents. You will then need to find an alternative way to obtain a visa.
Consulates may have their own requirements regarding the region where you apply for a visa. This may be determined by your permanent or temporary residence registration, or by the location of your permanent workplace. Check the official website of the relevant country’s consulate to find out where you should apply for your visa.
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