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1.4 69 Reviews

Aeroflot Complaints Summary

7 Resolved
60 Unresolved
Our verdict: With Aeroflot's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Aeroflot reviews & complaints 69

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1:03 pm EST
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Aeroflot negligence and lack of contact

My flight from London to Delhi (via Moscow) was cancelled on the day of departure.
They put me on an alternate flight on the same route that departed several hours later and included a 12 hour stop in Moscow rather than a 3 hour one.
This was annoying in itself but not the main issue.
I requested a Vegetarian meal, and had this verified prior to the initial cancellation of my flight.
No one at Aeroflot bothered to transfer this request to the replacement flight and that flight didn't carry any vegetarian meals.
So I didn't eat on the flight and on complaining at the Aeroflot desk at Moscow airport received some meal tokens to spend in the airport.
However the value of the tokens was pathetic by any measure. The only eatery open was TGI Fridays and the only vegetarian option there was soup, which I ordered with a glass of orange juice. These two meagre items not only came to more than the amount I had in tokens but required me to pay several Euros too!
Just to add insult to injury this event happened nearly a YEAR ago and repeated emails to Aeroflop are ignored and occasionally referred to some other department that proceeds to ignore them.
Also the level of English of Aeroflot staff is terrible for the international airline.
Avoid at all cost.

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1:30 am EDT
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Aeroflot cancelation and intorable experience

Flight itinery:
Mon, jun 13
Flights: aeroflot, su 0582
from: tokyo narita, japan (nrt) departs: 12:00
departure terminal: terminal 1
to: moscow sheremet, russia (svo) arrives: 17:10
arrival terminal: terminal d
class: economy
seat(s): check-in required

status: confirmed
meal: lunch smoking: no
aircraft: boeing 767 jet distance (in miles): 4664
duration: 10hour(s) and 10minute(s)
please verify flight times prior to departure

Tue, jun 14
Flights: aeroflot, su 0379
from: moscow sheremet, russia (svo) departs: 15:15
departure terminal: terminal d
to: stockholm arlanda, sweden (arn) arrives: 15:25
arrival terminal: terminal 5
class: economy
seat(s): check-in required

status: confirmed
meal: lunch smoking: no
aircraft: airbus industrie a319 jet distance (in miles): 0793
duration: 2hour(s) and 10minute(s)
please verify flight times prior to departure

Su 0379 was canceled and aeroflot rebooked su1429s (operated by scandinavian airlines sk731b) flight for me
I had really bad experience with aeroflot during this journey.
Firstly, aeroflot cancel my connecting flight from moscow to stockholm and did not inform me beforehand. i knew about this cancellation 1 hour after i checked in my flight from tokyo to moscow. i knew this cancellation after my friend checked in. after last minute discussing with the staff (just around 15 minutes before the plane take off) then they rebooked my flight with scandinavian airline which took off 3 hours after my previous schedule. then i had to take out my baggage in moscow.
This is a problem, if i did not know about this cancellation, i would be stranded in moscow’s airport. and if i don’t have my russian visa, i would not able to take my baggage and my baggage would be in moscow airport’s lost and found.
Secondly, without getting compensation for the cancelation, aeroflot replaced the flight with lower class flight. i just found that aeroflot replaced my flight with lower class flight, after i checked in the counter. i only allowed bringing 1 personal baggage, instead of 1 personal baggage + camera, or laptop to cabin. in result, my cabin baggage, which only camera bag and laptop bag, (which i brought in the cabin from tokyo to moscow) had to be checked in and i had to pay 1200 rubles for extra baggage. when i insist about this rule, the staff said that the flight i took is scandinavian airline not aeroflot. so, i had to follow scandinavian airline’s rule. aeroflot’s staff offered to re-book the flight but, i could not afford to stay in moscow due to my visa that will be expired the next day. so, i had to pay.
Thirdly, when i was onboard the plane, i found out that they don’t serve food during the flight, and i had to pay to even to get a drink even thou, it clearly state in the ticket that meal is included. i would not assume that scandinavian crew would give me meal because it was scandinavian airlines not aeroflot. if i knew that scandinavian airlines do not offer food, i would certainly refuse to take it when i was still in tokyo. i was assuming they re-booked my flight with a flight which had the same class. i was wrong.
By the way, on the way from stockholm to tokyo, aeroflot also canceled the flight from stockholm to moscow and sent email the night before the flight. and the stewardess never say sorry, excuse me, and please. one stewardess told me to close my laptop with this sentence, “close your laptop!” these 3 words suppose to be use as a basis in any industry that involves customer services.
During my 10 years flying overseas to several continents and dozens of countries with many airways, by far this is the worst experience. this is beyond intolerable.
To summarize,
1. i received service below the price i paid.
2. aeroflot breach the contract by not provided me with flight with meal.
3. the airlines manage the operations below standard.
4. the customer service is far below expectations.
5. aeroflot did not offer compensation for any fault.
6. the experience i gained is simply intolerable and could not be measured with financial terms.
7. the experience i gained is far from what i would expect to end my journey. the good experience i had of having exhibition in tokyo, giving seminar, and meeting with some executives in photography industry in japan is lowered by 50% by this experience.
Ps: i booked and paid the ticket directly on aeroflot website.

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4:10 pm EDT
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Aeroflot 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 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 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

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anthony coutsouros
southols, US
Jan 19, 2014 3:38 pm EST

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

Denver, US
Jul 20, 2011 3:13 pm EDT

agree 100%
DO NOT USE AEROFLOT, unless you want some trouble on your trip
Nadia, Denver, Colorado

12:00 pm EST
The complaint has been investigated and resolved to the customer’s satisfaction.

Aeroflot 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.

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5:10 am EST
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Aeroflot - 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.

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5:14 am EDT
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Aeroflot 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







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, CN
Mar 07, 2018 9:32 pm EST
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even though, if they serve the vegetarian meal (AVML), but the food quality is really very poor.

8:03 pm EDT

Aeroflot 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.

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1:42 pm EDT

Aeroflot 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!

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12:00 am EDT
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Aeroflot - 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...

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Aeroflot Customer Reviews Overview

Aeroflot is a Russian airline that has been in operation since 1923. It is one of the oldest airlines in the world and has a reputation for providing high-quality service to its passengers. The airline has received a lot of positive reviews from its customers, with many praising its comfortable seats, friendly staff, and excellent in-flight entertainment.

One of the most common positive points mentioned in Aeroflot reviews is the airline's comfortable seats. Passengers have reported that the seats are spacious and provide plenty of legroom, making long flights more comfortable. Additionally, many customers have praised the airline's in-flight entertainment system, which offers a wide range of movies, TV shows, and music to keep passengers entertained throughout their journey.

Another positive aspect of Aeroflot that is frequently mentioned in reviews is the airline's friendly and helpful staff. Passengers have reported that the flight attendants are courteous and attentive, and are always willing to assist with any requests or concerns. Additionally, many customers have praised the airline's customer service team, which is said to be responsive and helpful in resolving any issues that may arise.

Overall, Aeroflot has received overwhelmingly positive reviews from its customers, with many praising the airline's comfortable seats, friendly staff, and excellent in-flight entertainment. If you're looking for a reliable and comfortable airline for your next trip, Aeroflot is definitely worth considering.
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