This is NOT a review about the airline. This is a warning to those connecting in Russia between flights. last week, and tourist lady, aged 26, was arrested in transit and sentenced to 8 years in a Russian prison. Her baggage (which was in transit and not with her) was found to have 8 grams of cannabis (not something I endorse) which is about 1 cigarette. She was arrested at the airport (even as she was in-between international flights, in international transit and wasn't able to reach her baggage) and after a few months in jail, she was sentenced to 8 YEARS in jail.
Drugs are wrong, but the jail time also wrong. Imagine they arrest someone else because of codeine based pain killers.
Review by Lendward4 weeks ago
I booked a return flight with Aeroflot through Travelgetio and was informed by Travelgetio that schedule was changed which left insufficient transit time-55 mins at Moscow Sheremetyevo. The mail urged me to contact them or the airline otherwise I might lose my flight and the amount paid. This is over 1000 euro flight which I can't afford losing. I kept contacting Travelgetio 4 days ago but no response by mail. I kept calling their customer service- 5 times this morning- every time I got hung up! I was deeply stressed.
When I had no choice but to contact Aeroflot, the lady Maria was very kind. She said it is risky to transit in 55 mins and told me to contact Travelgenio again. If still no response, she said she will do something for me. This is a big rescue for me. I booked this flight so that I can give my dad a holiday in Thailand. I really hope I can go back home safely without worrying about transit from now for another 2 months before my departure. Aeroflot, please be aware not every agency is responsible- the bad ones can damage your reputation.
Review by Quelmi2 months ago
I have probably travelled with Aeroflot more than 30 times without having any serious issues. I even applied to their miles program before my previous flight, thinking time to be rewarded for my loyalty and only now I realized how poor their customer service standard actually is compared to the rest of the companies operating in Europe.
I couldn't finalize my application for the bonus program because of some technical issues (in the end they asked me to send screenshots of my step-by-step registration, which I never did, of course).
Anyway, my baggage was damaged during my flight. Fair enough, these things they happen. I've had it with FinnAir, Czech Airlines, Austrian and Ukrainian before. I noticed the damage on my way home. Apparently calling Aeroflot is not an option, as they never pick up the phone, I decided to write them an email right away and... received a standard reply after 4 days.
Because calling them was still not an option, I decided to write a new mail to them, where I figured out that nobody was going to reimburse anything, as I didn't apply for the reimbursement right away at the airport (???).
My very last mail remained unanswered, so I am quite annoyed with this customer service and I will think twice before I buy Aeroflot tickets for me, my kids or my parents next time. Plenty of competitors anyway.
Needless to say that I don't care about their bonuses any more.
Review by Sharroncustomer2 months ago
Worst Experience Ever!
Flight FV 6276 13.03.2019 BKK-MOSCOW
Flight FV 2620 13.03.2019 MOSCOW-MALAGA
Aeroflot Russian Airlines has Broken my Tailor Guitar
I waited for all the Compensation claims to process untill the time i write this review....
Here https: //www.aeroflot.r u/ru-en/n news/60746 is states:
14 February 2018
Aeroflot improves regulations on carrying musical instruments as hand luggage
Moscow, 14 February 2018 – Following requests from a number of Russia’s leading musical ensembles, Aeroflot has increased the size of musical instruments that can be carried as hand luggage from 115 to 135 cm (total combined dimensions), which will allow the majority of musical instruments to be transported inside the cabin."
The First flight From Bankok To Moscow was Delayed 4 hours which made me miss my connection and i am cool with that beacuse i knew that for security reasons (in this case closed airspace due to shot down fighter jet over pakistani airspace) airlines sometimes can not follow scheudule but that MY GUITAR, WHICK WAS IN A SOFTCASE IS THROWN IN THE EXESS LAGGUAGE COMPARTMENT by not caring groundhandling staff is unacceptable
My Tailor Guitar Was Thrown in the exess lagguage comparnment together with wheelchairs, bicicles and surfboars, by an unfriendly aeroflot employee who told me that no superviser is available.
They always write under the reviews that they take care and give you support-email adresses but it´s all bogous...
My Guitar arrived in Malaga With the Neck Broken Off (offcouse)
After submitting a support-ticket through their website and waiting for three month, i recieved an email in which they lied about me missing the deadline of 7 days for baggage compensation claims.
i have send emails to the following email adresses on the 17.03.2019, which is 2 days after my flight:
the emails contained photographs of the original claim ticket, and the Ticket number, given to me by groundhandling staff in Malaga Airport.
Ticket nr: AGPSU14177
Aeroflt request nr: 1-1981512867492.
i offcourse called different phonenumbers of aeroflot but they kept sending me back and forth claiming they are not responsible...
because i brought "extra lagguage" (my guitar) i had to pay 100$ extra on the spot or iam denied boarding, unfriendly staff told me.
Here the Original email they send me whey they lie about me missing the deadline:
Dear Mr. Altuntas,
On behalf of PJSC “Aeroflot – Russian Airlines” we thank you for choosing our company during the flights SU6276/14.03.2019/SU2528/15.03.2019 when you followed the route Bangkok – Moscow – Malaga.
We would like to inform you that according to p.2 art.31 of The Convention
for the Unification of Certain Rules for International Carriage by Air (the Montreal Convention, May 28, 1999), in case a damage of your checked luggage was found, a passenger should make a complaint directly to the airline company within 7 days from the date the baggage was received.
We had conducted an internal investigation on the situation happened to you. It was discovered that baggage (with tag number 1P 049331) was received on 15.03.2019. But the claim regarding your damaged bag was sent to PJSC Aeroflot only on 29.03.2019 breaking the deadline (more than 7 days have passed) which is considered as violation of Convention (Montreal, May 28, 1999).
Based on the foregoing, we have to reject your claim.
We are sorry that gave you reason to be disappointed, and are confident that your future flights will be satisfactory in every respect. Please accept our sincere apologies once more.
Ground Handling Department
I call ********
Review by Merlindima Yudochkina2 months ago
The flight from Moscow to Bangkok was bad from start to finish.
After the abort of the take-off, the plane stood 2h on the ground.
The captain's announcements were in bad English and poor sound quality, so that unnecessary unrest arose.
The start was 2 hours late.
The first drink was offered 2 hours after the start.
The first meal came 3 hours after the start.
The food was then served without further drinks.
The board entertainment didn't work from the beginning. Although I asked for help 4 times, the Bord Entertainment was not restarted. We could not watch any of the offered movies during the flight. Only the flight route and some games worked.
After we asked the Purser to speak, a young, less empathetic man came to us. That was then 4 hours after takeoff with a flight time of 8:30 hours. The Purser tried to explain in absolutely bad English that there are problems with the in-flight entertainment. We had already noticed this ourselves at that time. He finally restarted the program, which we already demanded after the start.
After that the board entertainment still didn't work.
In the morning only orange juice was offered. Coffee should be served for breakfast first.
The breakfast came however again without coffee or other beverages. The coffee was only served after breakfast.
The service during the whole flight was badly organized and seemed hectic.
The flight attendants were rather unfriendly and spoke in a military tone and bad English.
Unfortunately we have to fly back to Berlin with Aeroflot. But we never book Aeroflot again.
Review by Rjl3 months ago
Friends, thank you very much for your excellent service and attention to infants!
We flew with a baby from Madrid to Bangkok with a transfer in Moscow. At all stages the staff was friendly and very caring towards kids.
Docking time in Moscow was only 1:20. In the transit zone we were actively driven up and let everyone forward among a huge crowd. Very carefully as all half asleep thought slowly.
I want to note separately that the quality of food even in economy class is at a high level and not some kind of plastic like many airlines have. If coffee then only natural not instant and cheap Nescafe. Tasty tea. I often fly and I have something to compare.
All kids are given packages with toys - this is very nice! :)
When we flew from Moscow to Bangkok the stewardess herself offered to transfer to the free lane where there were no seats in front which turned out to be much more comfortable :)
At all stages of the flight there were modern and comfortable aircraft. Clean and well maintained at a low cost. Aeroflot - you are just super! Service :) Keep it up!
Review by Lydiapmtz Hrvacic3 months ago
WORST COMPANY EVER - AVOID AT ANY COST
On Friday 9 August, I missed my connection from Moscow Sheremet to Hanoi, Vietnam via Aeroflot because the first flight from Paris had more than 3 hours delay. Therefore, I had to stay for more than 18 hours, waiting for the next flight, in the Sheremet airport, with no assistance at all from Aeroflot. They did not give us any food and worst NO HOTEL TO SLEEP. People slept in the terminal like dogs. I had to pay myself for food and drinks and had to find and PAY MYSELF a capsule hotel inside the airport. At the airport, the hostess barely speak english and worst, speak to customers like animals. Please, never give any money to Aeroflot.
The experience with this company has been one of the worst of my life and a terrible experience showing that Aeroflot does not care at all about its customers.
Review by Cherre Celen3 months ago
I flew with Aeroflot 3-4 times and they lost and recovered my luggage twice. If you have a transfer, you are responsible to transfer your luggage, and in Moscow airport, you could very well miss your connection because the transfer experience is so poorly organized.
Review by Jameisha3 months ago
I travel a lot, but have never traveled with "Aeroflot" before. I have never traveled with such a bad and unprofessional airline in my entire life, something my travel partner also feels. Due to problems at the airport, we did not pass our flight on, and had to pay 550 Euro for a new flight that departed 24 hours after the original flight. We could not get out of the airport without paying 150 Euro for visas due Norwegian passports. We got nothing covered. A lot of other passengers had the same problem and there was a very long queue where you had to stand for about 90 - 120 minutes before getting help since they had only staffed two people for this. Everyone in the queue was frustrated, sad, crying and stressed when they had to pay a lot extra for new tickets and did not get the help they needed. On the plane, the staff knows almost no English, that when you arrive at Moscow airport it is even worse. What is most reacted to is that it seems that all those employed by this airline hate their lives, they are on their cell phones rather than coming up with menus when you sit down at the restaurants, they do not smile at all and show that they are not interested in providing good customer care. We have never experienced vare the like ever. After several hours of trying for help, we meet many who experience exactly the same thing and who say that they do not want to book a new ticket through this company, but that it is the only option. We have met at least 30 people who say they will never travel with this airline, and they emphasized that they will pass on the information to their friends / family. This is my first time in Russia, and I hope I don't have to come back any time soon. HR has failed miserably on which staff are employed in the company, and it is clear that it is control-based / financial-based HR, rather than a commitment-based HR. Here, the focus is only on finances and not care / service, and its very difficult to communicate with the staff when they hardly speak or understand english.
Review by Kooroowaarachchige3 months ago
I booked my flight from Greece to Thailand i paid additional fee to choose seat that i wanted then they changed my seats without any reason, when i called them to see whats happened they had no idea, no an apology or a explanation for the issue just to accept it as it is,unbelievable, they can not even speak english, no costumer service nothing, first and last time with AEROFLOT worst airline i eve had to deal, NEVER again
Review by Livyn Rifaie3 months ago
Thieves. They just steel your money. Flight was cancelled (one of those catastrophic SJ100 flights!) Complain submitted, cancellation confirmation uploaded. No response after 40 days. Remind them yesterday and they gave me another number ( ...2133979425022) to wait for another 30 days. Is this a Russian business? If YES than stay in Russia and steal people's moneys there.
Everything already submitted over feedback link of Aeroflot webpage. So if some smart PR manager wants to redirect me somewhere else - it is already done. And I will not stop until I get my money+expenses back.
Update August 6th: still no refund. Got another number.
Review by Vika Meiron3 months ago
Aeroflot lost my baggage. 3 days later made me go to the airport to collect it. The bag, a hardshell case, containing proper airbag bottle containers still had a smashed bottle of rare whiskey. No compensation, ignored emails, nothing offered, not for the replacement clothes I had to buy, the taxi's to and from the airport to collect my bag, no offer for the loss of business I received after no access to my baggage for the whole week and reason I was in Russia to begin with.
I'm out hundreds of euro and I implore everyone NEVER use Aeroflot.They don't care about customer service, their website is a spiderweb of loops to make it super difficult to lodge a complaint and when you finally get an email from them it's an automated response. AVOID this airline like the plague and maybe they'll go out of business and be replaced by a better service
EDIT: Thanks for the copy and pasted response Aeroflot, it only I hadn't already done exactly this and have the Service Request number to prove it. Don't pretend you're apologetic this happened, you have terrible customer service and are only acknowledging this review because it's public. You've ignored ALL my emails and will most likely continue to do so.
UPDATE: Not only have Aeroflot ignored both my emails but they have closed the issue without so much as a reply. I have now logged a third request I implore everyone NEVER use Aeroflot. Look at the poor rating, this company deserves to disappear.
Review by Galitsches3 months ago
I don't understand this bad comments here. I flow in the last years over 30 times with Aeroflot from Europe to Russia and sometimes via Moscow to Asia. I never had any delays or problems. Prices are good service is also fine. The only Problem is Moscow Airport, not the best airport of course.
Review by Shikya4 months ago
I read the reviews on this page beforehand and was worried about lost luggage and delays, but I am so relieved to say that I had a very good flight with Aeroflot! I flew from Narita airport via Moscow to Stuttgart. All flights were punctual, and my checked luggage arrived safely and undamaged with me. The crew was friendly, very polite and attentive, they apologized a lot over misunderstandings and were very helpful towards the passengers. Great service and comfortable flight all in all. I am very happy and pleased with my experience!
Review by Juwairiya4 months ago
I went to Russia for a conference for few days. My journey was interrupted as I encountered a problem which created a lot of stress and I was not able to make my flight. I was on my own and desperate but luckily there was a member of the staff who took extra time to help.
Ms Elena Yanchuk reassured me and showed genuine care and concern for me. The service she provided was more than I perceived to be her normal care of duty. The good feeling this left me with showed me the kind human nature this individual has and deserves to be recognized. She is an amazing asset to your company. Exemplary customer service.
I boarded a different flight two days later and made it to my conference. Thank you Elena for all your help.
Review by Amareswari4 months ago
I paid extra for seats before our trip to Moscow. My selection was 18 G and 18 F for both flights. But we received boarding passes for 23 row seats instead of 18 row. 23 is a lavatory row. I paid for service which have not been provided. I contacted Aeroflot for refund but I didn't get any money back. UPD. I received refund from Aeroflot but I rather spend 9 hours of flight in seat I choose.
Review by Perky Pregge4 months ago
Flew 25 Apr on the 13:20 from LHR to Moscow. Mostly empty plane, all the emergency seats were empty with the extra legroom but the hostess wouldn't let us sit there unless we paid an extra 100 Euros each. How mean! Can airline policy be fixed?
Review by Mereoni4 months ago
Awful costumer service, unfriendly and unhelpful. I had a flight, which was expensive, to Ulaanbaatar. I had a stopover in Moscow. The first flight was delayed, and was denied boarding onto the second flight (Moscow to Ulaanbaatar hadn't taken off and it still had 15 minutes to take off). Not only were they inflexible (it was me and some others), they did not even try to accommodate or help us anyways. The boarding gate had only closed 3 minutes before we arrived. Instead, they sent us to Seoul, only to get another flight to Ulaanbaatar. Am never using Aeroflot again nor will I recommend it to anyone.
Review by Taykeo4 months ago
Thieves. They just steel your money. Flight was cancelled (one of those catastrophic SJ100 flights!) Complain submitted, cancellation confirmation uploaded. No response after 40 days. Remind them yesterday and they gave me another number ( ...2133979425022) to wait for another 30 days. Is this a Russian business? If YES than stay in Russia and steel people's moneys there.
Everything already submitted over feedback link of Aeroflot webpage. So if some smart PR manager wants to redirect me somewhere else - it is already done. And I will not stop until I get my money+expenses back.
Review by Skirmis4 months ago
This Airline ist the most worst ever. On our flight from Munich to Tbilisi they lost on of 5 Luggage. They found it later but the did send it on a public bus to final Destination. There was no security. Therefore Items was mising when the suitcase arrived. Also it was damaged. At this time I already was back in Munich. On our flight back to Munich they lost all of our Suitcases. 2 of the 3 Suitcases was damaged and Items was missing. Aeroflot denied claim with stupid and untrue informations. Someday they said this and next day that. Obviously they are lying and try to save compensation. On each Plan this happens to a huge crowd. If you will travel free of hassel, than book NOT aflight with them. I gave my case to Lawenforcement.
Review by Rabana4 months ago
A huge thank you to Aeroflot Copenhagen Office for rebooking of a flight from BKK - SVO and SVO - CPH.
Our agent (Flybillet.dk) was the worst I have ever tried, but Aeroflot in Copenhagen helped us! Thank you! :D
Review by Ashvi5 months ago
Don't fly by Aeroflot.
I've fly 06/30/2019. It was not delay, but we stacked in JFK field for 1.5 hours just waiting available gate. After about 60% of passengers didn't luggage. 11 days are passed, but I didn't get my bag. Customer service is awful. They never replay on my phone call or email. Try avoid this company, specially if you fly through Moscow.
Review by Kuchen5 months ago
Worst experience ever. They lost our luggage, I had all my valuable items in there.The blankets they gave us were full of hairs and when requested for another one they fooled us by wrapping it in plastic.while booking with them,we requested for halal meal,which was awful and we had to stay hungry throughout our flight.when served coffee,it was cold.when requested for a hot one,they again got it cold.so I am never going to fly with them again.shame on aeroflot .they lost their client.
Review by Gissela5 months ago
Aeroflot is the most horrible experience I have ever encountered. These people run their company like a dictatorship. They are cold, uncaring, have no empathy. A robot has more compassion than these people. It is no wonder they are ranked so low in service and put people's lives in danger with crashes and injuries. Stay away from Aeroflot. Stay away I tell you!
Review by Bafford5 months ago
This airline does not even deserve the one star. My boyfriend and was travelling with Aeroflot from Moscow to Hanoi, and when we were supposed to board the flight we arrived at the gate 25 minutes before depature. They had only just begund boarding, and I went very quickly to the washroom, but then I came back - 19 minutes before the scheduled departure - the woman at the check-in counter wouldn't let us board the plane because boarding closes 20 minutes before depature SHARP. The plane was right there in front of us, with the last boarded passengers still walking towards the plane, but "there was nothing that she could do, because boarding had closed". Some other people came running 2 minutes later than us, since their connecting flight had been delayed, and they were not allowed on the plane either. I've never experienced such horrible costumers service in an airport before in my life! We had to by two new tickets and spend 24 hours in Moscow airport. When we finally arrived in Hanoi, our luggage was 4 days delayed.
NEVER again will I travel with this airline, and I would recommend you to stay away as well.