Purchased a ticket on budgetair.ru and passengers got late for a return flight, because of an airline. The woman on the phone (Maria in Moscow) did everything she could not to help us out: 1. First time I called her she said that the tour agency didn't have the technical capability to rebook a ticket. She sent me to the airline. I've spent a few hours talking on the phone to the airlines only to find out that only the tour agency has the ability to make a rebooking. 2. When I called her the second time she said that we failed to notify the airline in 72 hours in advance and therefore the ticket has been cancelled. 3. I went ahead and looked up ticket terms on their website for this flight. It said that both tickets were refundable and excangeable for a fee. Even after telling her that I found the conditions for the same flight on the website whe told me that the terms I found are irrelevant and I need to find the terms for the exact same date the flight was on (which was impossible, the website does everything to hide the terms). 4. Only after telling her that I "supposedly" found the terms for that exact flight saved in a flight she told me that she will be able to change the booking.
Because of their laziness I've almost had to purchase new return tickets (over 1500 USD). Even then after spending at least 8 hours talking to the agency and the airlines they charged me an extra fee of around 150 USD for making the rebooking.
Stay away from this crooked website.
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