Before sending a complaint we would suggest that you please take a look at our Terms & Conditions page as you may find answers to your complaint there.
Real Russia act as a Travel Agent for services in Russia, however it is your responsibility to have adequate Travel Insurance to cover yourself for the duration of your trip. In the case of lost luggage, illness, cancellation of trip due to unforeseen circumstances you should claim against your travel insurance – this is not Real Russia’s responsibility to refund monies lost in these situations.
We pride ourselves in providing a fantastic experience to our customers and take all complaints seriously and will give the matter our full attention.
To make a formal complaint, please complete the form above. Our Customer Service team will pick up your complaint and endeavour to reply within 5 working days, with a full written response within 30 days.