Published on: 2026-09-27
Source: Moscow Government – Правительства Москвы –
An important disclaimer is at the bottom of this article.
To ensure the trip goes exactly as planned and leaves only pleasant impressions, it is important to prepare thoroughly. Expert recommendations from the capital will help you avoid scammers’ tricks, protect your rights, and not make mistakes when choosing a tour, booking a hotel, and buying tickets online. consumer portal.
They are presented in the form of articles, instructions, interviews, and video reminders. From them, you can learn how to act if a flight is rescheduled or canceled, what refundable and non-refundable train tickets are, in which cases you can get a refund for a tour, what to do if a hotel provides poor-quality services, and much more.
“Materials from the capital’s consumer portal will help at all stages of trip organization. Articles collected in the ‘Tourist Services’ section will be useful both for organizing the trip and during the vacation. Expert interviews in the ‘Video Materials’ section will help to understand what fraudulent schemes may be used in the sale of tourism products and how to avoid the tricks of scammers. And brief checklists in the ‘Instructions and Reminders’ section will suggest how to act if, for example, there are complaints about the level of service on a river cruise,” said representatives in the capital
Choose a tour
When planning a trip, it is helpful to understand the differences between a tour operator and a travel agent, the types of tours, the specifics of contract conclusion, and the rules for refunds for poor service. The necessary information has been compiled in the section “Tourist services”. His materials will help you properly choose a package tour that includes tickets, transfer, hotel accommodation, and medical insurance. The recommendations will also be useful when ordering an individual tour taking into account personal preferences.
In the article “Deficiencies in the tourist product: consumer rights and the procedure for their protection” An algorithm of actions in case of violation of a tourist’s rights is presented. Travelers are advised to keep all receipts, invoices, tickets, and correspondence, document violations with photos and videos, and report deficiencies and their demands for their rectification in writing.
From the material “Buying a tour package: what to pay attention to?” you can find out what information must be included in the contract for the sale of a tourism product. It is necessary to ensure, for example, that the document contains the travel program: route, travel dates, accommodation, meals and transfer conditions, information about the hotel, as well as a list of other services included in the tour. In addition, the material explains in which cases a refund for the tour package can be requested and what to do in case of disputes.
Article “Tour Operator and Travel Agent: Differences in Tourist Services and Contracts” will help to navigate the professional terminology of the travel industry and understand whom to contact if any questions arise during the trip.
Take care of safety
The article explains what to do if a dangerous situation arises during a vacation “Threats to the life and health of tourists abroad: consumer rights and tour refunds”. It explains the main rights of tourists in case of emergencies in another country and clarifies whether it is possible to terminate the contract for the sale of a tourist product. Travelers will also find the material useful “If the trip has become unsafe: a memo for the tourist”. It presents a sequence of actions to be taken in the event of a security threat abroad. The material is published in the section “Instructions and reminders”.
In the section “Video materials” a webinar recording has been published “Fraud in the tourism industry: how not to become a victim of scammers”. From it, you can learn what to pay special attention to during the holiday season and how not to fall for the tricks of fraudsters.
Purchase tickets
Before buying a train or plane ticket, it is useful to read the expert recommendations in the section “Transport Services”. They clarify the consumer’s rights when using carrier services, purchasing travel documents online, as well as ticket refunds in case of trip cancellation, delay, or flight cancellation.
In the article “Buying airline tickets online” the text explains what to pay attention to if you plan to buy tickets online. For example, the difference between booking them on the airline’s website and through an aggregator service, as well as how to check the airline ticket after purchase. From the material “Consumer Rights in the Provision of Railway Transport Services” you can find out how refundable and non-refundable rates differ. In the memo “The flight was delayed. What should I do?” explains what to do if you have already arrived at the airport, but the flight was delayed or rescheduled.
Book a hotel or inn
In the section “Hotel services” it is reported how to book a room and conclude a contract for accommodation, what information they must provide to the guest, than hostel is different from a guesthouse or hotel. It also contains other useful information, for example, on how not to make mistakes when booking through applications.
If the quality of service did not meet the stated standards, this article will be useful “Consumer’s course of action upon discovering defects in completed work”. It explains in which cases demands can be made to the service provider.
Consumer Portal created in 2022 by the Government of Moscow and the Rospotrebnadzor Office for the City of Moscow. The resource contains more than 230 materials. They explain in simple language how to protect your consumer rights in a wide range of situations — from visiting a fitness center to choosing a school uniform for a child.
In addition, the portal features specialized services that will be useful in contentious situations with sellers and service providers. Among them “Prepare the lawsuit” and “Prepare a claim”. Suitable service will select a convenient electronic assistant. In addition, portal users can register for online consultation with a specialist from the Rospotrebnadzor Office for the city of Moscow.
The creation and maintenance of information security tools, as well as countering cyber fraud, correspond to the objectives of the national project “Data Economy and Digital Transformation of the State”. More details about Russia’s national projects and the capital’s contribution can be found at special page.
Quickly get the main news on the official Moscow city channels in messengers “Maks” and “Telegram”.
Please note; this information is raw content obtained directly from the source. It is an accurate report of what the source claims and does not necessarily reflect the position of MIL-OSI or its clients.