Aeroflot’s earns a 1.4-star rating from 0 reviews and 67 complaints, showing that the majority of passengers are dissatisfied with their flights.
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poor customer service
Unfortunately the actions of aeroflot russian airlines have left me no alternative than to strongly recommend to you do not use aeroflot russian airlines
Here is the reason:
On april 23, 2010 we went to rdm airport to begin our trip.
At check in we were advised there was a problem with the name on my olga’s ticket.
We were advised to contact aeroflot to see if we could get this corrected.
Orbitz tried for 90 minutes to contact by phone. They never answered there call.
I tried for an additional 90 minutes to call by phone. All I ever got was a recording.
Finally the last possible flight out of redmond that would allow us to meet our connection in la left and we had no alternative but to return home.
Upon return home I contacted orbitz and they again tried unsuccessfully to call with no answer.
Finally they tried email and it took three days for them to respond to.
Meanwhile we had to book new flights and make our trip to ukraine from which we returned june 5.
I have been informed by orbitz that they will refund $ $723.00 from these tickets.
As of 06/15/2010 I have received a refund of $ 281.10. Total cost was $ 3337.97
Upon our return I sent a letter to aeroflot demanding a full refund because of there poor customer service that cost us a chance to use our purchased tickets.
In there reply they stated they would not refund our money.in the letter they do not mention the fact we could not contact them and accept any responsibility for this situation.
As a comparison. During our trip to ukraine we twice needed to contact delta airlines. Both times they answered the phone immediately.in both cases I had questions answered quickly. We were unable to use one of the non refundable tickets for that trip and received an 85% refund by the time we returned home.
There are actually several other airlines that serve moscow including delta which as I stated actually does customer service.
If you want integrity and good service do not use aeroflot russian airlines
Thomas c almond, bend, oregon
horrible service
I flew on Aeroflot Russian Airlines from Amsterdam to Shanghai, connecting through Moscow, on December 24, 2009. When checking in for my flight to Moscow, I was informed that the flight was delayed by 2.5 hours, with no apparent weather problems in either Amsterdam or Moscow, and was told to go to the ticket counter for rebooking as I would likely not make my connection. The ticket counter told me the only possibility was to go on the same flight the next day, but that I should go to Moscow as the flight would be held for me and 5 others. I took that advice and checked in. The flight ended up 3.5 hours delayed and I had no chance of making my flight to Shanghai. No information was ever offered about the flight delays.
When I arrived in Moscow, I was unable to pass the transfers desk as I and the other 4 travelers to Shanghai were on a list indicating that we would spend the night in Moscow and leave at 8 PM the next day. This is despite the fact we were in plenty of time for the Beijing flight at 10 PM the same night, which would have gotten us to Shanghai the next morning/afternoon. Instead, we were forced to go to the transit section of the Novotel hotel for almost 24 hours – where we were forced to share a room with a stranger, provided with one bottle of water for the entire time, and given two inadequate (some of the food was rotten) meals at improper times. We arrived at the hotel around 10 PM but were offered no dinner, since we had sat at the airport for 2-3 hours (in a zone which did not have access to food or drinks) waiting to be moved to the hotel we had missed dinner. The worst part of the entire process was that no apologies were offered, or even friendliness on the part of the staff. Instead we were treated as if it was our fault to have been stuck in that situation. This was all took place on December 25, which is Christmas Day in western countries.
I cannot believe that the Skyteam alliance allows Aeroflot to be a member, and especially to codeshare with airlines like KLM or Delta who provide excellent service and would never subject a traveler to such events. I would never have chosen Aeroflot was it not for its membership in the Skyteam alliance which gave me faith that I would be treated the same as other Skyteam airlines. Other airlines would have provided a business class upgrade on the next leg of the flight (the business class was almost empty), as well as free frequent flier miles or a flight voucher. Aeroflot has not even offered an apology.
The complaint has been investigated and resolved to the customer’s satisfaction.
luggage lost
Aeroflot lost my luggage last month. On Oct 9th, I flied from Rome to Shanghai and transferred in Moscow. Finally they lost my suitcase and haven't found it for me till now. There are a lot of luxury goods and gifts in the suitcase and total value is higher than $4000 US dollars. However, they only would pay me $400 US dollars as the compensation base on the Warsaw Convention. The compensation is only 10% of my lost luggage.
The complaint has been investigated and resolved to the customer’s satisfaction.
We're just another case in what appears to be a pattern of unprofessionalism. My son was studying in Russia and returned last week. They told him in Irkutsk that his bag was ticketed through our local airport, but it got lost somewhere along the way. We don't know if it ever got off the ground because right way, there was a 5 hour delay (no reason specified) of his first flight, which would have made him miss his connection in Moscow. They changed his flight to another, earlier one to ensure his connection, but who knows if the luggage made the change. He didn't see his bag, and didn't expect to, in NYC, because he'd been told that his bag was ticketed through PDX. When he called about the bag once he was home, Aeroflot told him he must pick up his bag IN PERSON at JFK within 3 days, or it would be shipped back to Moscow. We are still trying to email a claim, and our travel agent is working to try to find new people to contact. Like LaraH above, we also had to buy him an additional $1200 ticket when suddenly and inexplicably, all his remaining tickets were cancelled in Moscow on the way there in May. What a shabby, corrupt excuse for an airline. One very painful lesson for us privileged westerners.
I was flight with Aeroflot just few weeks ago. I lost three packages in the departing flight and lost two packages on the way back. So far, I received only one package back. The other has still been missing for almost three weeks. I could not contact with the Lost and Found department as the phone was always busy. I sent them a ton of emails without any responses. This is definitely the worst airline ever and it will be my last time with Aeroflot.
Lost luggage. Bad service. They have a lot to learn to roll with the big guys. I think they should be domestic flights only. Russians are used to their own rudeness. Definitely not North Americans. Shame.
AVOID AEROFLOT! WORST AIRLINES EVER! THEY ARE NONPROFESSIONALS AND THIEVES!
I had booked 2 tickets with Aeroflot which I have attached herewith on the 9th of August from BEY - SVO - LED - BEY.
However, we missed my flight (due to some visa requirement document we had to prepare) - thus in order to keep our prepaid hotel reservations ongoing without any cancellation fees - we had to purchase 2 other BUSINESS CLASS one way ticket ($1, 685) operated by Aeroflot via Milan to get to Moscow on time since we had a limited time on our Russian Visa. I had thought that once we arrive to Moscow, we will pay the penalty fees and keep our initial ticket reservation as is.
After we reached Milano - we had to wait for 15 hours transit in Malpensa Airport because the employees were on strike, and no one from Aeroflot's representatives was at the transfer desk and no one would even talk to us (Even though I kept calling AEROFLOT'S desk from my roaming phone). No one even had the courtesy to go to the transfer desk to put us on the next 2 flights which they had from Malpensa to Moscow, so we had to wait for 15 hours to catch our flight.
After waiting for 15 hours, I spoke to the lady at the boarding pass to check if our luggage were on board before boarding the flight! Everyone at the boarding gate was extremely rude, and no one responded to us. We had no Shenghen visa stamped on our passports, so we couldn't exit the international boarders of the passport control to meet anyone at the Aeroflot counter! And no one from their counter would even respond to my roaming calls to help us catch the second 2 flights they had to Moscow...
After arriving to MOSCOW eventually - To my surprise, my 2 luggage's never reached SVO's airport in Moscow. We had spent my entire 5 days in Russia with no clothes and no luggage, we still have NO INFORMATION ABOUT OUR LUGGAGE UNTIL THIS MOMENT. I have filled and attached the Customs Claim Form which I had to fill out at SVO airport after I have lost my luggage. Kept calling them almost 10 times everyday and they never answer; when they do, they reply rudely that we have no information!
In addition to all the above, our initial tickets on Aeroflot which I had booked and paid for (Attached herewith) were cancelled; we had to do a new one way booking from Moscow (SVO) - St. Petersburg (LED) - Beirut (BEY) again! And pay Aeroflot $900 USD again per ticket to keep ours and return back to Beirut!
So we had to pay $5, 000 for 2 passengers tickets!
I requested them kindly to compensate us on the following:
Compensation for loosing our bags for 10 days. I had to re-purchase everything during my stay in Moscow; WHICH I CLAIMED AT THE CUSTOMS IN SVO MOSCOW: OUR REFERENCE NUMBER IS SVOSU***** - EACH LUGGAGE WAS WORTH $10, 000 USD. (Still NO INFORMATION ON THE BAG)
EXPENSES FOR SHOPPING IN RUSSIA SINCE WE ARRIVED WITH NO LUGGAGE! COMPENSATE FOR AT LEAST 10, 000 USD FOR 2 PASSENGERS. Clothes, underwear, jackets, shoes, vanity kits, roaming telephone expenses etc...
Compensate on waiting at the airport for 15 hours because no one would bother to meet us at the transfer desk at Malpensa.. to board us on the upcoming flights, even though we were on Business Class. Thus, a refund of my purchased ticket.
Compensate on the Roaming telephone expenses that I had to pay to get in touch with an Aeroflot representative at Malpensa, and the calls I had to call the airport to follow up with the lost luggage!
In other words, I have never been compensated for a Dollar, they never took the courtesy to respond to my calls, messages, emails... And my luggage are still lost!
I had the exact same experience. do not flight with Aeroflot. They are thieves!
It has been over 2 months and I have not even heard back. THey lost my luggage and could care less. They are thieves and I am suing in Miami. DO NOT TRUST THESE PEOPLE
Worst airline ever.. should be barred for international flights.
Completely unreliable; staff too rude to talk & they can't even speak or understand english. Lost my luggage for onward & return flight & there is nothing I can do or talk to, to get a status of where it is..
I am regretting on my decision to fly aeroflot (didn't read reviews earlier) - would recommend paying more & choosing someother airline instead of flying cheap on aeroflot.
Yes, NEVER fly with Aeroflot!
1. luggage was LOST A WEEK AGO (!) (even though it was clearly marked with tags (address/phone/name) and had a full two-way itinerary inside my bag
2. it is IMPOSSIBLE to get in touch with ANY of their reps ON THE PHONE (either no one answers the phone, or it is "constantly busy" - tried for 5 days in a row!
3. they do not have any integrated system to track your luggage and/or give you updates other than Moscow (other cities IT IS HANDWRITTEN! In a notebook ... or they just attach yellow stickers on your bag).
4. they do not know to which location your luggage might arrive - they name THREE different locations where my luggage MIGHT ARRIVE.
5. on a previous flight a month ago OXYGEN MASKS dropped - no one explained a reason, almost zero help from flight attendants during that emergency.
6. they REFUSED to put MILES on my account being RUDE and saying THEY ARE TOO BUSY FOR THAT.
7. a passenger near me spilled tea on his pants - NO HELP from flight attendants, moreover THEY THREATENED HIM TO CALL POLICE when they land and ACCUSED with "disorderly behaviour" when he demanded help and proper attitude from a flight attendant.
8. Seats not working inside a plane.
NEVER FLY WITH AEROFLOT!
DO NOT TRAVEL WITH AEROFLOT!1
I had the same problem . The worst airline ever. I will be filing a lawsuit againt them. They are veryy trashy! Good luck to you, .
meals and luggage
I had planned to visit Italy on 25th Aug-09 and accordingly I purchased a ticket in name of Amit Jain for Aeroflot flight no. SU-534 & SU-277 from Delhi-Moscow-Rome & SU-535 & SU-282 from Rome-Moscow-Delhi with confirmed vegetarian meals.The confirmed meal status is also provided in the end of this message.
All the way from Delhi-Moscow and Moscow-Rome I had to go hungry with no food as according to the airline they did not have any meal request.
Moreover on reaching Rome my luggage was misplaced by the airline and all my food (being vegetarian) was in the luggage and I had to remain hungry and without food for my entire trip. Moreover the luggage arrived in Rome on 27th Aug but was delivered to me on 31st Aug in Prato the day I was going back.
Even this was not the end to my voes, on return from Rome on 1st Sept I was again not served with vegetarian food in Rome-Moscow flight. I went to the Aeroflot desk in Moscow and they confirmed that there was a special meal request and which will be served in flight from Moscow-Delhi. But unfortunately the same thing happened again, the airhostess in the Moscow-Delhi flight told me that there was no such request available in the list supplied to her and ultimately I again had to go without meals.
In future I would rather prefer to cancel my programme instead of flying in Aeroflot.
I would like to ask the authorities of Aeroflot that is this justified, why should not the responosibilty be fixed for such misdeeds. Kindly reply
Amit Jain
51, Aggar Nagar South End,
Ludhiana, Punjab, India
Please find below the PNR confirmations :
--- TST RLR ---
RP/LUHVS3162/LUHVS3162 GP/SU 31AUG09/0624Z 23DCHD
LUHVS3162/0007JB/21AUG09
1.JAIN/AMIT MR
2 SU 534 Q 26AUG 3 DELSVO FLWN
3 SU 277 Q 26AUG 3 SVOFCO FLWN
4 SU 282 Q 01SEP 2 FCOSVO FLWN
5 SU 533 Q 01SEP 2 SVODEL FLWN
6 AP LUH [protected]@GMAIL.COM - PRIME LEISURE - A
7 TK OK22AUG/QJUAK3258//ETSU
011 SA/SSR VJML SU NN1/SU 534 Q 26AUG DELSVO
011 SA/SSR VJML SU NN1/SU 277 Q 26AUG SVOFCO
011 SA/SSR VJML SU NN1/SU 282 Q 01SEP FCOSVO
011 SA/SSR VJML SU NN1/SU 533 Q 01SEP SVODEL
021 SA/SSR AVML SU NN1/SU 282 Q 01SEP FCOSVO
021 SA/SSR AVML SU NN1/SU 533 Q 01SEP SVODEL
even though, if they serve the vegetarian meal (AVML), but the food quality is really very poor.
canceled ticket
I have an open ticket from Volgograd to Kuala Lumpur by Aeroflot. I have confirmed the date of journey from Volgograd on 11th July 2008. The flight will transit at Moscow and Hong Kong before arriving at Kuala Lumpur on 13th July 2008. At the representative office of Aeroflot in Volgograd, I have asked one of the worker, whether it is possible if I start my journey from Moscow, not from Volgograd ?
She said it is possible but I won't get refund for the trip from Volgograd to Moscow. And I agree with that. I want to take other airline for this route to have a trip together with my friends flying from Volgograd to Moscow.
At the time of checking-in at Moscow, my name was not in the flight that I supposed to be in. She asked me to check with the booking and ticket counter.
At the booking and ticket counter, after the worker checked my ticket, she said the ticket was canceled because I did not fly from Volgograd to Moscow, and the whole journey to Kuala Lumpur was canceled. The only option I have - to buy a new ticket to Hong Kong, and then find a new ticket to Kuala Lumpur.
I did see the manager but the same answer is given.
I ended up buying new Emirates Airline ticket to Kuala Lumpur via Dubai which cost me around 950 USD.
This is absurd and I would like to have compensation for my loss.
flight name change
I have received a ticket for the champions league final and a friend who cannot go has given me his flights, I am booked onto 3 airlines, 2 of which have permitted me to change the name for a fee, however Aeroflot say they will not change the flight into my name!
Is this legal? The seat has been paid for, and I accept there is an admin fee to change the ticket name, but they wont budge!
bad customer service
The Manger
Aeroflot Air lines
New Delhi
Bad customer service
This is bring in your kind notice that I booked a ticket on your air lines no ETKT 555 [protected] with the name Asim Ali Fehmi Delhi – Toronto- Delhi. I am a frequent traveller but this is the first time that I got the chance to travel with your carrier. unfortunately I had to face many problems on board which can be described as under point1 wise.
1. When I pre-poned my flight at that time I had to pay 65 $ extra. were as I was told at the time of booking that the first change was permitted.
2. I called up the Brampton, Toronto office on 10th morning and confirmed my seat and the meal to the receptionist at 10.40. and she confirmed that I was allotted the seats 19 H from Toronto to Moscow and seat 9 H from Moscow to Delhi. But when I reached the Airport at 4.00 Pm to board the plane whose departure time was 7.30. I was told no those seats were given to some other passenger. Even though I reached the counter 3.50 hours before the departure time. Which was a big surprise for me. As this never happen with any other international airlines.
3. As I had opted for the special meal at the time of the booking. So I was served the special vegetarian meal o my way to the Delhi to Toronto. As the quality of the vegetarian meal was not good and I am a Muslim by religion . So on my back tip I had opted for the Muslim meal which was confirmed to me before by your Toronto office operator. but surprisingly when the food was served I was asked to take normal chicken food which was served to every one. Which was against my religion. So when I raised the voice against it then the Air hostess came to me and showed her list and told me that we don’t have any person with the name Fehmi in list of special meal.My name was not there for the veg food nor the Muslim food. Which was really surprising to see that when I had ordered in advance and it is mention on my name also on the computer then also my name was not there in the list.
So I want to ask the management was that my mistake or the airline mistake. When a religious man like me is not served with the proper halal food which was ordered at the time of booking.
Asim Ali Fehmi
900, Din Dunia House
Jama Masjid, Delhi
Phone: [protected]
i boarded my flight from ufa
i am a student in russia
i was coming back home in my summer vacations
on 21/07/2022 i boarded my flight from ufa i submitted my luggage at ufa
my flight was from aerofloat from ufa to moscow
then from moscow to delhi
my trolley was bot damaged when i gave to transit but when i got my trolley back it was broken
i didnt got my stroller after flying with aerfloat may 26 and u broke my suitcase! we were supposed to hold baby in hand whole way from plane thru pasport control was very hard not having the carridge
and on may 15 flying to isreal strooler and suitcase got broken!
i put new pics of the dammaged suitcase
last year aerflot stole from my suitcase a phone a car key and cash
this flight sunday over 25 npople didint got their luggege!
Dear Aeroflot,
I just want to complain about my baggage dealy on flight SU1881 from Moscow to Hanoi. I had to wait for it 28 hours.
Please send me your offer of refund.
You can find all informations in attached file (property irregularity report)
Thank you
Darek Adler
darek@adler.cz
Strongly agree! Horrible customer servise! Absolutly irresponsible, rude and unprofessional! The worst management! I had an issue with servise dog. They dissinformed me sold a flight and dinied me with small dog. Didnt want to give money back and ws very disrespectful. Asked me about mu diagnoses and still couldnt anderstand what is service dog. They dont know the low. Horrible company!
Aeroflot cancelled my flight and informed me about it only at the airport during the check-in. Then they tried to sell me another ticket twice as more expensive. I refused to flight with them and bough a ticket with a different airline. Never going to fly with Aeroflot again.
Pathetic service by Aeroflot
had a flight on the 9th of Aug from Sofia to Moscow with Aeroflot. Due to personal reasons I had to cancel the flight and contacted their office in Moscow for that. I spoke with their customer support rep and she told me that I'm entitled to 108EUR for airport taxes and my continuing flight to Beijing on the 14th Of Aug will not be cancelled. She also gave me the address of the local office in Bulgaria where I can receive the refund.
I went there day afterwards but at the office they didn't know what I'm talking about and told me not only that I'm not entitled to any refund of t...he airport taxes but also that my flight to Beijing is cancelled! I contacted the office in Russia again and received a third version - this time that I should get the refund but the flight is still cancelled.
Same company, 3 versions, 6 hours spend on dealing with this issue - 0 money back, 0 flights!
Bought a roundtrip for over $1500 to Los Angeles, CA and expected appropriate service! Paid full price as every one else for my mom, yet the only service she got is landing to LAX.
1) Her luggage was lost!
2) Some aeroflot staff-lady helped out some russian none-english speaking couple and IGNORED my mom, which caused her wonder around the customs and trying to fill out forms she didn't understand!
3) Every single person at customs traveling got their luggage delivered to them, but hers apparently WASNT IMPORTANT ENOUGH!
4) To change a ticket to an earlier date was a week-long-$200-headache process.
5) Office in BEVERLY HILLS has absolutely no customer service! Upon changing the date a secretary (Olga) said she changed the date and will send details via e-mail, all I got is an empty asking my payment method! No confirmation number, no dates, nothing! BAD BUSINESS!
6) To change a date I was quoted $200. WHERE IS CUSTOMER COURTESY? Andrey Skvortsov, the head of BEVERLY HILLS OFFICE, told me "IT IS WORLD WIDE STANDARDS" and that they don't waive fees for CRAPY SERVICES! Thats 7 days after I contacted him with my fee waiving request!
AEROFLOT GLADLY TOOK MY MONEY BUT DIDN'T DELIVER WHAT I PAID FOR! I HAVE TO PAY EXTRA, SINCE COURTESY WOULD COST THEM MONEY OUT THEIR POCKET, YET THEY CAN AFFORD AN OFFICE IN BEVERLY HILLS, WHERE THE HEAD OF THE OFFICE APPARENTLY IS NOT PERMITTED TO ACCOMMODATE CUSTOMERS! Why are they wasting $$$ on that office at all?
NO SERVICE, PATHETIC CUSTOMER REPRESENTATIVES, THIS COMPANY IS A JOKE AND SHOULD BE BANNED FROM INTERNATIONAL SKY TEAM AND TRAVELING ABROAD RUSSIA! WORLD WIDE STANDARDS AT THE AEROFLOT AIRLINES ABOUT A CENTURY BEHIND!
Overview of Aeroflot complaint handling
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Aeroflot address10 Arbat St., Moscow, 119002, Russia
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I booked a round trip flight from j.f. k. to Cyprus Greece for two, on Aeroflot. I arrived early at j.f. k. 3pm for a 715pm flight. because my wife has a disability. we got the run around for 3hrs till we got a competent agent, who straighend things out. the transfer at Moscow to Cyprus air was a nightmare, when we got to Cyprus, are bags did not make it on the plane with us, they were sent to our hotel later. thank god. on the trip back to u. s.a. I checked my e mail, and found our flight was changed, from 7am departure to 715pm dep I checked with my agent vayama [protected] they stated by e mail, the 715pm flight was the only one available, so we arrived at the airport at at 4pm to check in, and we were informed that our flight, was changed again to 255pm, and we were a no show, we were never informed of the change, and I was made to buy a one way ticket for two $ 1, 978.48 I put it on my charge, and my charge card co. was able to get back a refund of half of the unused portion of the original ticket for $823.00. what a rip off, they should accept the 823.00 and refund me the 1, 978.48 which I was unfairly charged, for there mistake. my e mail is achc@usa.com
agree 100%
DO NOT USE AEROFLOT, unless you want some trouble on your trip
Nadia, Denver, Colorado