Complaints

1. How to submit the complaint

You can write to [email protected]. For emergencies before departure you can call +373 60 003 377; to keep proof and ensure full resolution, we may ask you to confirm the information in writing.

The complaint may be submitted by the user, passenger, legal representative or an authorized person.

2. What information to include

• name and contact details for a reply;
• booking number and, if relevant, the transaction identifier;
• carrier, route, date/time and affected segment;
• clear description of the problem and the requested solution;
• relevant documents: confirmation, proof of payment, photos, conversations or the carrier's response;
• representative's details and proof of authorization, if the complaint is submitted for another person.

Do not send the full card number, CVV code, passwords or OTP codes.

3. What happens after submission

1. you receive automatic confirmation of receipt;
2. we identify whether the issue belongs to Autocare, the carrier or both parties;
3. we may request information strictly necessary for clarification;
4. for carrier-related matters, we forward the complaint and inform you about this;
5. for Autocare services, we communicate the final response within a maximum of 14 calendar days;
6. if the issue has different components, Autocare's response may be separate from the carrier's response.

4. Who resolves each type of issue

5. Contracted carrier, but payment is to the carrier

Autocare receives the complaint and forwards it. The carrier decides on the trip and the money collected by it. Autocare responds separately for its own technical actions and for the information it provided or modified.

6. Carrier without a commercial contract

The route in this category is provided or entered directly by the carrier, and Autocare does not independently verify its legal data or the trip information. You may use [email protected], but for speed it is recommended to contact the carrier using the details available in the confirmation. Autocare may forward the message and update the status after a response, but the carrier resolves the trip, cancellation and amounts collected directly. Autocare responds separately for its own technical and forwarding operations.

7. Cancellation before departure

Explicitly indicate that you request cancellation and the time of submission. For carriers without a contract you may use both channels; direct contact is recommended. A request submitted through Autocare does not constitute an effective cancellation before the carrier's confirmation and status update.

8. Deadlines

• Autocare receipt confirmation: automatic, immediately after successful electronic registration.
• Autocare final response: maximum 14 calendar days for complaints regarding its services.
• Request regarding personal data: without undue delay, usually within one month.
• Carrier response: the legal/contractual deadline applicable to the carrier and the trip; may differ depending on its country.
• MAIB refund initiation: automatic, within a maximum of 3 hours from the valid cancellation; the interval allows correction of an accidental cancellation before the order is sent.
• Refund crediting: after initiation, the duration depends on MAIB, the card scheme and the issuing bank.

9. Possible outcome

Depending on competence and evidence, the outcome may include correction of the data/status, explanations, resending a notice, cancellation, full or partial refund, reasoned rejection, forwarding to the carrier or a recommendation to address the competent authority.

10. If you are not satisfied with the response

You may request reconsideration of the response at [email protected] and may use the remedies provided by law. For matters in the Republic of Moldova:

• State Inspectorate for the Supervision of Non-Food Products and Consumer Protection — petition information; consumer hotline: 022 51 51 51;
• National Road Transport Agency — for matters within the competence of the road transport authority;
• National Center for Personal Data Protection — for data processing;
• the competent court, according to law.

For a carrier from Ukraine or the EU, the authorities and mechanisms of the carrier's state or of the boarding/disembarkation place may be competent. This document does not limit the passenger's mandatory rights.

11. Complaint record

We keep the complaint, responses and evidence for as long as necessary for resolution, legal obligations and rights protection. Details are in Privacy Policy.