Handling Inquiries

The registration number of your inquiry will be sent to the specified e-mail address within 3 days after submission.

Before sending an inquiry/claim, please verify the accuracy of the e-mail address provided.

If you do not receive a notification with a registration number, please check your “Spam” or “Unsolicited Mail” folder.

Please note that a notification with a registration number is not sent for requests submitted under the categories “E-Ticket Technical Support,” “Lost and found,” or “Order a personal assistant.”

Review periods from the date of registration:

- Inquiries/claims: Not more than 30 calendar days.

- Inquiries regarding passes (plastic card): Not more than 10 business days.

In the event that an inquiry lacks the necessary data for a comprehensive investigation of the described case, the applicant will be sent a notification stating the impossibility of preparing a response and, if necessary, a request for additional information. 

Any additional information requested must be submitted via the “Repeated Inquiry” tab on the feedback form, clearly stating the registration number of the primary inquiry.

An inquiry may be left without review in the following cases:

- If the applicant's first name and last name is not indicated (anonymous inquiry).

- If no postal or e-mail address is indicated.

- If an incomplete or inaccurate postal or e-mail address is indicated.

- Use of obscene, offensive language, or threats directed at Aeroexpress LLC and/or its employees and their relatives.

The response to an inquiry/claim will be sent in written form on the official letterhead of Aeroexpress LLC, with an assigned outgoing reference number and the signature of the responsible person.

The response to an inquiry/claim may be signed by means of an electronic digital signature or by hand.