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Customer Services

If your dealing with us now or have dealt with us in the past, we’d love to hear your views.

Whether you would like to leave us praise, or offer suggestions on ways we could improve our service, please let us know by simply filling in the form below.

Your feedback will be directed to our customer services department who will be happy to respond to any comments you might have.

Alternatively you may email customerservices@realrussia.co.uk

Fast Contact Form

I need emergency assistance whilst I am travelling

If you’re in need of assistance whilst travelling we offer a dedicated 24 hour telephone support service.

For all emergencies you can call us on +44 (0) 207 100 7370 where our operators are available to provide help 7 days a week, 365 days a year.

If you experience problems whilst away, our team can offer guidance and support. If for example you have mislaid your passport, you are experiencing difficulty boarding a train or any number of other travel issues, call our emergency helpline for immediate assistance.

I need more information about how to pay or help to make a payment

Have you looked for your answer in our comprehensive list of questions on the how to pay page?

If you cannot find the answer to your question please contact us using the form above.

I need help to place my order

If you are finding it technically difficult to order online and would like some assistance, please use our fast contact form above, contact us on +44 (0)207 100 7370 or use our chat facility and someone will be available to help you.

I would like to see your terms and conditions

Real Russia’s terms and conditions cover all the various services we offer. Please see our terms and conditions page for more information.

Still not found what you are looking for

If you need any other support or help then use our customer service form above, contact us on +44 (0)207 100 7370 or use our chat facility and someone will be available to help you.

I would like to give you my feedback

We always welcome comments from our customers regarding their experiences and we do use the feedback to help us develop and constantly improve our services. To provide us with your feedback, please use our customer service form above.

I’m not happy I would like to talk to someone

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.