Answers are aligned with the Public Offer and the Privacy Policy (2026 versions).
Centrum Holidays is a full-cycle tour operator based in Uzbekistan. We create our own tourist products, work with the airline Centrum Air, and sell tours, air tickets and accommodation online and through our sales offices.
Currently available: tour packages (domestic and international destinations), air tickets and hotel bookings. We are gradually adding insurance, transfers, excursions and visa support — new services appear on the site together with their terms.
They belong to the same group. Centrum Air (“MY FREIGHTER” LLC) is the airline and carrier; Centrum Holidays is the tour operator. When you buy an air ticket, the contract of carriage is concluded with the airline, and we act as its agent.
It depends on the service, and it is always shown when you place the order:
Yes. Tourist activity licence No. 210965 dated 23.01.2024, valid for an indefinite term, issued by the Tourism Committee of the Tashkent City Tourism Department (licence register sequence number L-41801352). Information on the licence is held in the Unified Register in the field of tourism.
Yes. Our sales office is at 38 Oybek Street, Mirabad district, Tashkent — the same address as the company's registered office. Opening hours: 10:00–18:00. We also operate a contact centre and online support.
The site is available in Russian, Uzbek and English. The legal documents (Public Offer, Privacy Policy) are published in all three languages; in the event of any discrepancy, the version in the state language (Uzbek) prevails.
Yes, registration is required to place an order. This is how your ticket and booking stay safe: all documents, order history and refund statuses are stored in your personal account, accessible from any device and independent of whether an e-mail reached your inbox. It also helps our support team — the agent can see your booking straight away.
Select the service, enter the travellers' details, review the fare conditions and pay. Once the payment and the booking are confirmed, the documents are sent to your e-mail and to your personal account.
Surname and given name in Latin letters exactly as in the international passport, date of birth, citizenship, passport number and expiry date, phone number and e-mail. Some destinations may also require visa details.
Yes. In doing so you confirm that you have those persons' consent to use their data, and you undertake to pass on to them the terms of the agreement and all documents received.
A booking is held for a limited time (time limit) that depends on the supplier and is shown when you place the order. If payment is not received, the booking is cancelled automatically.
Contact support immediately. Corrections are not always possible: airlines and hotels charge fees for them, and some fares do not allow changes at all. That is why you should check your documents as soon as you receive them.
Some services are processed under a “payment → confirmation” model: we confirm the booking with the supplier after payment. If the supplier does not confirm it (no seats left, the fare has changed), we will offer an alternative or refund your money in full.
Write to support stating the time and amount of the payment. If the booking did not go through, the funds are returned to the card used for payment.
With UZCARD and HUMO cards, and with Visa cards — both those issued in Uzbekistan and international ones. Payment is also available in the Centrum Holidays mini-apps inside our partner super-apps.
The site is multi-currency: you can view prices in soum, US dollars, euro and Russian roubles. The price of a service is set in soum — that is the final amount for settlement — while amounts in other currencies are shown for reference at the site's rate and may differ from your bank's rate.
If you pay with a card issued in Uzbekistan — in soum. If you pay with a card issued by a foreign bank, the charge may be processed in your card account currency: in that case the conversion is carried out by your bank or payment system at its own rate, and the final amount may differ slightly from the one shown on the site.
Yes, the total price including all charges (fuel, airport charges, and our service fee where applicable) is shown before payment. Only city/tourist taxes and hotel deposits may be payable separately on site — where this applies, we state it in the fare conditions.
After payment in full — no. Before payment in full, the price may be adjusted if circumstances change materially (carrier fares, fuel surcharges, sharp exchange rate movements); in that case you may withdraw and receive a full refund of everything you have paid.
Not yet — payment is made in a single transaction. We are working on adding instalments with partner banks and will announce it on the site once available.
Yes, a fiscal receipt is sent to your e-mail immediately after payment.
This is not yet available online — orders on the site can only be placed by individuals. For corporate travel and to conclude an agreement with a legal entity, please visit our sales office (38 Oybek Street, Tashkent, 10:00–18:00) or call +998 77 391 08 80 — our managers will explain the process and prepare the documents.
Card details are entered on the payment provider's side; we neither receive nor store your full card number or CVV. To protect against fraud, we may ask you to confirm your identity and may suspend the order until the check is completed.
A voucher (for tours and hotels), an itinerary receipt for the electronic ticket (for flights), a policy (if you purchased insurance) and a fiscal receipt — by e-mail and in your personal account.
Immediately after the booking is confirmed. For tour packages, the full set arrives no later than 24 hours before the trip begins; for last-minute purchases, immediately after the suppliers confirm.
An electronic version is sufficient in most cases, but we recommend carrying a printout of the voucher and the itinerary receipt — some hotels and border authorities ask for paper copies.
Check your spam folder and the e-mail address in the order, then look in your personal account. If the documents are not there, write to support and we will resend them.
The one shown in the search results and in the itinerary receipt — this may be a Centrum Air flight or a flight of another carrier.
The allowance depends on the airline and the fare and is shown when you select the ticket. Excess baggage is paid for separately at the carrier's rates.
Check-in is handled by the airline — online (if the carrier offers it) or at the airport counter. Please arrive early, allowing time for all pre-flight formalities.
We will notify you using the contact details in your order. Always check your flight status no later than 24 hours before departure: schedules are changed by the carrier and notice may come at the last moment. If the contact details in the order are incorrect or unreachable, we will not be able to notify you.
If a flight is cancelled or the schedule changes significantly, an involuntary refund or exchange applies under the carrier's rules — usually without penalties. We will help you arrange it.
If the fare allows it. Exchanges are arranged through support; the carrier's fee and any fare difference are payable.
It depends on the fare: some fares are refundable with charges withheld, others are non-refundable. The conditions are visible when you select the ticket, before payment.
As a rule, no. For charters the amount withheld may be up to 100% of the ticket price regardless of how far in advance you cancel.
In case of a no-show, only unused taxes and charges are refundable, if the fare permits. The ticket price itself is in most cases not refunded.
If you did not use a booked seat and did not notify us in advance, the remaining segments of the itinerary are cancelled automatically by the system. Always notify us or the airline.
No. Where flights are issued on separate tickets, the carrier is not liable for a missed connection. Please allow a time buffer.
Tell us when booking — such services must be requested in advance, as a rule no later than 36 hours before departure, otherwise the carrier cannot guarantee them.
The claim is submitted to the airline, and the deadlines are strict: for damage or shortage — immediately, but no later than 7 days from receipt of the baggage; for delayed delivery — no later than 21 days; for loss — within two years. Draw up a report at the airport straight away and keep your baggage tag — we will help you file the claim.
They are shown before payment on the fare card: free cancellation until a certain date, a non-refundable fare, or a penalty. The hotel's conditions become part of the agreement.
A lower-priced rate under which the hotel does not refund payment upon cancellation — the amount withheld can reach 100% of the accommodation price.
A no-show usually means the full booking amount is withheld under the hotel's rules.
Check-in and check-out times are set by the hotel, typically check-in after 14:00 and check-out by 12:00. The exact times are stated in the hotel's conditions.
Subject to the hotel's availability and not guaranteed, unless purchased as a separate option.
In some countries and hotels a tourist tax, resort fee or refundable deposit is charged. Where this applies, we state it in the booking conditions.
Contact us immediately. We will arrange accommodation of a similar or higher category or, at your choice, refund the amounts paid for accommodation.
Requests are passed on to the hotel but are not guaranteed unless purchased as a separate paid option.
The contents are recorded in the order and the voucher: flights, accommodation with the meal type, transfers, insurance and excursions — where included. Anything not listed is paid for separately.
We may substitute the hotel with an equivalent one or one of a higher category at no extra cost to you, and we will notify you in advance. We may also reorder the excursion programme while keeping its scope.
No. Departure times are set by the airline; this is not considered a change of the tour on our part. We will inform you as soon as we know.
Contact us or the receiving party immediately — the contact details are in your voucher. Most situations are resolved on the spot; if not, document the problem (photos, a hotel report) — you will need this for a claim.
Yes, within the Centrum group. Organising Umrah is a separately licensed activity, so such tours are operated by a specialised company of the group holding a licence from the Committee on Religious Affairs.
The contract is concluded directly with the pilgrimage tourism operator, and payment goes to its bank account. The Centrum Holidays website displays the programmes and forwards your application to the operator. This is a statutory requirement: Umrah may not be sold through intermediaries, and payment for it may not be accepted by third parties.
Adults only. Umrah services are not provided to minors.
Only the “Umrah” visa of the Kingdom of Saudi Arabia. Travel on any other type of visa is not permitted.
Yes, groups are accompanied by a leader with religious knowledge, in the manner agreed with the Muslim Board of Uzbekistan.
Requirements regarding vaccination, document submission deadlines and rules of stay at the holy sites are set by the receiving party; current conditions are published on the tour page.
Yes, at any time before the service begins. The amount paid is refunded less the costs actually incurred — these are the documented amounts withheld by airlines, hotels, receiving parties and insurers, as well as non-refundable charges under the fare rules.
Unless otherwise stated on the tour page, the following scale applies:
| When you cancel | Amount withheld |
|---|---|
| more than 30 days before the tour starts | nothing withheld (other than documented actual costs and non-refundable charges) |
| 15–30 days before | 30% |
| 10–14 days before | 50% |
| less than 10 days before | 100% |
For tours built on scheduled flights (GDS tours), 100% is withheld from the moment of issuance unless the fare rules provide otherwise. The conditions for a specific tour are always shown on its page before payment and take precedence.
Because our actual costs for that booking equal its price: a non-refundable airline or hotel rate, cancellation within the supplier's penalty period, a no-show, or the rules of a foreign supplier that do not provide for refunds. In such cases no money is refunded, and we always show this before payment.
No. It is payment for a service already rendered — processing your order.
We transfer the refund by the same method used for payment within 10 business days from the moment the refund amount is determined (once confirmations are received from the suppliers). The time it then takes to reach your account depends on your bank and payment system.
Through your personal account or by contacting support. The cancellation date is the date we receive your notice — not the date you decided to cancel — so do not delay.
If the suppliers allow it. Their fees, any difference in price and our change fee (at the rates in force on the date of your request) are payable.
We will offer to postpone the dates, substitute services, or refund the amounts actually returned by the suppliers; as regards our own services, in full.
Yes, in limited cases: the order was not paid on time, inaccurate details were provided, there are signs of unlawful use of a payment instrument, or the terms of the Offer were breached making performance impossible. Amounts paid are refunded.
If a technical failure displayed a price materially different from the actual one, we may cancel the order before the services begin, refund your money in full and invite you to book at the correct price.
A valid international passport (with validity meeting the requirements of the destination country), a visa if required, and for children — travel consents where required by law.
Verifying that your documents are sufficient and valid is your responsibility, unless you purchased visa support separately. We advise on the requirements but cannot guarantee the decisions of consulates and border authorities.
A visa refusal is not a breach of the agreement on our part. A refund is made in the amount actually returned by the suppliers. For visa destinations we therefore recommend choosing fares with free cancellation.
Decisions of state authorities are outside our control, and the passenger bears the resulting costs. We will help re-arrange services where possible.
Yes: child and infant fares differ, hotel rules on child occupancy apply to accommodation, and notarised parental consent may be required for travel. Please check when booking.
Enter it when placing the order, before payment. Unless the promotion terms state otherwise: a promo code is used once and for one order, promo codes and discounts are not cumulative, and a code cannot be exchanged for cash.
Promotions limited in quantity run until the end of the period or until the limit of offers is exhausted, whichever comes first. Ending a promotion does not affect orders already paid for: the price and discount are fixed at the moment of payment.
The amount actually paid — that is, after the discount — is refunded. In a partial refund, the discount is allocated pro rata across the order items.
No. If abuse is detected (multiple accounts, automated tools), we may cancel the discount or the order and refund the amounts paid where the services have not yet been provided.
Only what is necessary to process the order and provide the services: full name, date of birth, citizenship, passport and visa details, contact details, order and payment information, and technical site data.
Those involved in fulfilling your order: airlines (including Centrum Air), airports, hotels, receiving parties, reservation systems, insurers, payment organisations and banks, visa centres, and the state authorities of the countries on your route where required by law. We do not sell personal data.
Yes, to the extent necessary for international carriage and accommodation. This is governed by the Law “On Personal Data” and described in our Privacy Policy.
Write to info@centrum-holidays.com. Withdrawing consent does not stop processing that is necessary to perform an agreement already concluded or that is required by law (for example, tax and accounting records).
Every e-mail contains an unsubscribe link; you can also do it in your personal account.
Their consent. By placing an order for other people, you confirm that you have obtained it.
We never ask for your full card number, CVV or SMS codes. If you receive such a message, do not reply and let us know.
To info@centrum-holidays.com in free form, attaching supporting documents (voucher, receipts, reports, photos). This is the single address for all enquiries, including claims.
We recommend within 20 calendar days from the end of your trip. Baggage deadlines are shorter and are set by the carrier's rules (see the air tickets section).
Up to 15 business days. If we need information from suppliers, the period may be extended to 30 calendar days — we will let you know.
Yes, we will accept it, forward it to the responsible operator and coordinate its handling.
The dispute may be referred to a court in accordance with the legislation of the Republic of Uzbekistan. Consumer rights established by law are not limited by the Offer.
Our official hours are 10:00–18:00. At weekends and outside these hours we do our best to stay reachable: your dedicated manager handles active orders and will try to help in urgent situations during your trip. Guaranteed response times, however, apply during working hours, so anything that can be settled in advance (exchanges, refunds, changes to details) is best raised on a weekday.
There is no separate mobile app. All services are available on the website, which is optimised for mobile devices, and in the Centrum Holidays mini-apps inside our partner super-apps.
Not yet. We plan to launch one and will publish the terms on the site when it is ready.