Kupi Reviews 36

Manager of kupi.com refunded my tickets without permission. In result i lost my 1K USD flight with refund of only 3%. Order #2496124142.

In april 2026 i bought flight to China. Later on i was thinking about changing date of flight. Probably, if ticket refund is big enought, i would change my flight.

Company do not provide refund amount on site - you have to make a request and wait for the answer. That is why asked about refund amount via e-mail.

After 6 days of waiting, 12/04/2026 at 17:35 i received the answer with refund only 3% of ticket cost:
"Please confirm the refund by 23:30 on 12/04/2026 by replying to this email. If I do not receive a reply by this time, I will refund the tickets under the terms stated above, as you have indicated that you will definitely not be travelling."

Thanks God i checked my e-mail at 23:25, and at 23:27 made a reply where i not confiming refund. So i replyed in time. But kupi.com manager did not see my answer and refunded my tickets. So i lost tickets nearly for nothing (3% of cost).

But even if i dont make it in time, manager do not have right to refund without "additional confirmation". It is written in their rules "6. TICKET REFUND AND ORDER CHANGES. SERVICE FEES. VOUCHER." Art 6.1:
"... The cancellation of the order shall be carried out after receiving, in one of the ways specified on the Website, additional confirmation of a transaction involving the return, exchange, cancellation of ticket(s) from the Client, unless otherwise stipulated in the regulations of the Carrier and/or the Booking System, or the Website."

So tickets was refunded without my confirmation. No idea why they rush the refund because it was almost more than 2 week until flight. But it is clearly a mistake of the service.

In following conversation with "Claims Department specialist" i almost got nothing because they somehow decided that i will definetly not travelling, ignoring my e-mail and answer.

I think kupi.com should review and improove their refunding process. As well us Claim process.

Zunächst einmal: Dies ist keine bezahlte Bewertung, sondern meine echte Erfahrung. Es war die einzige Möglichkeit, Flugtickets für Aeroflot-Flüge mit Zahlung aus Europa zu erwerben. Ich hatte zwar Bedenken (wegen der vielen negativen Bewertungen), aber alles verlief absolut reibungslos und pünktlich: Zahlung, Bestätigung, Erhalt der Tickets. Der einzige unangenehme Punkt war, dass Aeroflot unsere Buchung bis zur letzten Minute nicht bestätigt hat (nämlich die PNR-Nummer und die Nummer des E-Tickets). Deshalb haben wir den Online-Check-in über Kupl.com vorgenommen, was sich als viel günstiger herausstellte: Für den Check-in von zwei Passagieren für zwei Flüge inklusive Sitzplätze haben wir 13 Euro bezahlt.

I have purchased tickets through the website several times when great deals came up. It's intuitive. The support is online-only, though, so no phone calls, but that works for me. It’s an excellent alternative to the big aggregators.

I've taken tickets here a couple of times, and the options were really good for the price. According to the support, everything is fast and quite good.

I was looking for affordable flights and Kupi.com offered the best deals by far. The interface is intuitive and making a reservation took just a few minutes. I also had a small question about my baggage allowance, and their customer support team responded quickly and professionally. A very reliable platform for booking travel. 5 stars!

I got a flight refusal because they sold a transfer that required to get out of the transir zone, even though when paying it didnt mentioned it

Well, they charge service fee but I did not get any notification when flight was delayed. And once Involuntary Refund was requested, they do not refund the service fee of theirs, but what do they charge for? No notifications, no better flight route offerings. And the refund may take up to 30 days! I should have checked reviews earlier.

Никогда не покупайте у них билеты. Кошмарный сервис и ни какой возможности с ними связаться, кроме электронный почты на которую они отвечают в течение 96 часов.

Купила авиабилеты Москва – Стамбул через Kupibilet (заказ №2472613242). Рейс авиакомпании Southwind Airlines был отменён перевозчиком через сутки после покупки.

Kupibilet оформляет вынужденный возврат, но удерживает сервисный сбор 2 821 ₽, несмотря на то, что перевозка не состоится по инициативе авиакомпании.

Считаю удержание сбора необоснованным, так как услуга перевозки фактически не была оказана.

Прошу компанию пересмотреть решение и вернуть полную сумму заказа.

I purchased airline tickets from Moscow to Istanbul through Kupibilet (order No. 2472613242). The flight operated by Southwind Airlines was cancelled by the airline one day after the purchase.

Kupibilet is processing a forced refund but is withholding a service fee of 2,821 RUB, even though the transportation will not take place due to the airline’s cancellation.

I consider the retention of this fee unjustified, as the transportation service was not actually provided.

I kindly ask the company to reconsider its decision and refund the full amount of the order.

Misleading “Smart Transfer” – IST to SAW connection sold as feasible

I purchased a ticket through this platform in an emergency situation on 13 March 2026 at 7:00 PM Zanzibar time. My flight from Zanzibar was departing at 11:00 PM, so I had very limited time to complete the booking.

The itinerary was labeled as a “Smart Transfer,” which gives the impression that the connection has been evaluated and is realistically achievable.

However, the connection requires transferring between Istanbul Airport (IST) and Sabiha Gökçen Airport (SAW). These airports are located on opposite sides of a very large metropolitan city. The transfer between them can take 2–3 hours depending on traffic.

My next flight was only about 3 hours after landing, which makes this connection extremely risky and in many cases impossible.

The airport change was displayed only as a small blue note during the booking process. This is not an appropriate format for highlighting such a critical travel risk. If a connection requires crossing an entire city between two distant airports, this should be clearly and strongly emphasized.

Labeling such an itinerary as a “Smart Transfer” is misleading from a user experience perspective because it suggests the platform has evaluated the feasibility of the connection.

When I contacted customer support, they insisted that the information was technically shown and refused to provide a reasonable solution.

I am sharing this experience so other travelers are aware of the risks when booking so-called “Smart Transfer” itineraries that require airport changes in large cities.

Poor customer care and unable to solve issues but they can take a lot of commission.

Scammers. They canceled the flight and did not refund money

48 hours to answer question! I booked my changeable flight at kupi.com. Now I need to change the flight date. It just doesn't work. 2 days they take to answer question. Half day to carry out an order. After half day, they send me invoices - pay additionally. 3 additional invoices over night! I still don't have any ticket for m them. Probably, they sell tickets as changeable, but buy it from another company, and the tickets are on reality not changeable. Now it lasts 3rd day, I should fly tomorrow and they still did not issue the ticket

Their webpage is a scam, you submit your birthdate or personal information dates and once you check out it gets changed automatically so they can charge you later for a change fee as if it was your mistake

Пишу отзыв о своём опыте покупки авиабилета через сервис «Купи билет». Это уже не первый мой случай: год назад я уже пользовалась этой платформой и тогда столкнулась с серьёзными трудностями при оплате.

У меня европейская (чешская) банковская карта, и тогда оплата не проходила — я перепробовала не менее пяти карт. В итоге удалось завершить транзакцию только через российскую карту, которую пришлось специально искать. Это был изматывающий и крайне неудобный процесс.

Сейчас, почти год спустя, я снова решила воспользоваться Kupibilet — и, к сожалению, история повторилась. Потратила более двух часов, пытаясь оплатить билет. Поддержки по телефону нет — номера на сайте отсутствуют.

Особенно разочаровал чат-бот. Он не выполняет свои функции: не предоставляет реальной помощи, обрывает сессии и постоянно закрывает чаты. Бот имеет крайне ограниченные возможности для коммуникации. Чтобы добраться до живого человека, нужно буквально проявить чудеса настойчивости. Я работаю в смежной сфере — связана с CRM-системами и технической поддержкой — и, честно говоря, впервые сталкиваюсь с настолько сложным и нервным процессом выхода на реального специалиста. Ирония в том, что когда мне всё-таки удалось это сделать — вопрос был решён буквально за 3 минуты.

Кроме того, существует техническое ограничение, которое нигде явно не указано. В личном кабинете при заполнении анкеты пользователя система позволяет ввести любой номер телефона: нет шаблонов, нет верификации, нет подсказок. У меня чешская SIM-карта, и я указала свой чешский номер. Каждый раз, когда оплата не проходила, отображалось лишь общее сообщение «оплата не прошла». Ни одной подсказки, что проблема может быть в номере телефона. Только после общения с реальным агентом выяснилось, что именно это мешало оплате.

Я понимаю необходимость автоматизации, но бот в нынешнем виде больше мешает, чем помогает. Для большинства пользователей такой опыт — серьёзный повод уйти к конкурентам, не выдержав такого количества преград.

Очень надеюсь, что этот отзыв будет воспринят как конструктивная обратная связь. Хотелось бы, чтобы система стала удобнее и прозрачнее для клиентов с иностранными картами и номерами.

**P.S.** Отдельная благодарность Мадине и Елене — агентам, с которыми мне удалось связаться. Настоящие профессионалы, которые быстро помогли и решили всё. Отличная работа!

Avant de passer la commande, on remplit toutes les informations et ensuite on passe au paiement mais ils augmentent le prix juste avant et on doit refaire la recherche. Le même billet, je suis allé au paiement 4 fois et à chaque fois ils augmentent le prix juste avant de valider le paiement. Ils m’ont fait perdre mon temps et ce traitement est un traitement d’escroc. À la fin billet non acheté et je suis passé par une autre plateforme. Très mauvaise expérience. À fuir !

It was very bad experience... I've booked a flight at Emirates Airlines and once I paid, it showed on the ticket that its "Fly Dubai" with all the respect to all Airlines but I booked and I prefer Emirates Airlines and you have to be clear for those who are booking their flights with Kupi.
I will never use this app again.

STAY AWAY, SCAM AGENCY, UNCLEAR DURING FLIGHT BOOKING.
THEY PROMOTE DISCOUNTED TICKETS, THEN AN ERROR COMES OUT AND THEY ASK YOU FOR 50% MORE OF THE COST OF THE TICKET TO CORRECT THEM.
SHAMEFUL.....168 DOLLARS FOR A DATE CHANGE, DUE TO THEIR ERROR, REQUESTED......AND TO THINK THAT NOT EVEN A FEW HOURS HAD PASSED SINCE THE TICKET WAS ISSUED.
OH AND OF COURSE IT IS NOT POSSIBLE TO REQUEST A REFUND.
SHAMEFUL.

I paid to have a window seat and booked his services two months before my flight… yet on all my flights, I wasn’t given a window seat. I ended up in the middle between two seats, and one time in the aisle. The excuse was that there was no availability (yet they still charged me the extra fee, only to give me excuses afterward). It would have been easier not to pay for his services, do the check-in myself, and choose the window seat on my own.

There were also many communication issues… For example, when I wanted to add an extra suitcase, I was given a price of €380, and after several emails, they apologized and admitted the price was wrong, giving me a new price of €180. Later, when I wanted to add extra weight for my luggage, instead of providing a supplement, they tried to charge me for another suitcase at €180.

In summary: you are a complete mess, and my experience with you has been horrible.

All went wrong. The site does not work correctly, you get an error message that later is almost impossible to contact support and check up if the order was processed or not.