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Complaints Procedure
If you are unhappy with our service or have a suggestion: how to reach us and when to expect a reply.
Version 0.9 · effective October 18, 2026
Contents
1. How to contact us
- Email: info@turonavia24.uz (put "Complaint" and the order number in the subject).
- Phone: +998 99 204 03 93.
- Telegram: @arzonbilet24.
- A written letter to the office: 2 Nurafshon Street, Oltin dala mahalla, Ko'kdala District, Qashqadaryo Region.
2. What to include
- Your name and a contact (phone or email).
- The order number (if any).
- A short description of the problem and the outcome you expect.
- Supporting documents: ticket, payment document, correspondence (if any).
3. Response times
We confirm receipt within 1 working day.
We reply within 15 days of receipt; if further review is needed (for example, a reply from the airline), within 30 days, and we will let you know.
4. Airline-related issues
The carrier is responsible for flight delays and cancellations and for lost or damaged baggage. We help pass your complaint to the airline, but the final decision is the carrier's.
5. If you disagree with our reply
If you are not satisfied, you may apply to the authorised consumer protection body or to a court under the laws of the Republic of Uzbekistan.