Aeroflot Russian Airlines Reviews 

I flew with my partner from OTP (Bucharest, Romania) to JFK (NYC, USA) and had a layover in Moscow.

Everything was great! We had checked bags included in the price (!!!), planes were in very good condition, the flight was smooth and on time, layover of 4h in Moscow with all of the facilities (the only complaint I have about this is that they have no smoking rooms so everyone was smoking in the... bathroom. It felt like high school all over again XD ). The food and entertainment on the flight was also good and so was the service provided by the flight attendants.

Overall, I had a great experience with this company.

Even 1 star is too much! I flew to thailand with this airline in december 2018. When we got to thailand we were told that our luggages had not arrived with the plane so we went to our hotel and didnt have a single thing to wear to even go out to buy some clothes for 2 days because we didnt get the luggages for 2 days! After several phone calls we finally got our luggage on the second day around 7pm. When i got back home i tried to claim for the delay and its now december 2019 and in still trying. I have now given up. The customer service is is absolutely terrible! They reply every 2-3 months. For every different question i ask they want me to go onto the website and create a new claim. If you guys want a cheap but messed up holiday then go ahead book with these guys, if not then pay £100 extra go with a better airline. Aeroflot is absolutely rubbish!

This airlines company is a big JOKE, yes I really meant it. We are a group of 4 ppl 1 senior, 2 adults and 1 infant flew from Helsinki to Hanoi via Moscow on 10 Nov. A ground staff(female) at the boarding gate(nro. 5) seems really enjoy to yelling at her customers. Perhaps this is what they call customer service at USSR time. We are 4 persons and have 3 checked bags, 1 small personal bag and 4 tax free bag(1 of them was purchased at Moscow airport), but the staff think that infant have no rights to carry bag base on their rules(that I have nerver heard before this), so we have to leave 1 of the tax free bag at the Moscow airport. Food is another disaster on this fly, to be honestly we could not eat anything on the fly, luckily the attendant was kind enough to give our child some milk on that 11 hours fly. We chose Aeroflot not because of cheap, but because of it has fastest fly from Helsinki to Hanoi, with the same money we can fly with more realiable company. Nerver again with Aeroflot, those who avoid extra problem, specially travelling with senior people or infant, please stay a way from this DISASTER airline company.

I don't advise on participating in Aeroflot bonus program or flying with them if you have a choice. They will just screw you over with their rules that need additional interpretation which is always not in favor of a customer, ridiculous requests to email/fax them the copy of your passport in color to change a phone number in your profile, miles expiration limit that you would think according to the information on their website is 24 months after the date of your last flight with them but in fact it will be 24 months minus 1 or 2 days depending on some unknown motions. The sites of their partners of the program don't work properly, it is almost impossible to book/order anything online without sending them numerous emails or giving phone calls. Whatever miles they promise for doing activities with their partners will never hit your account. You will send them tons of copies of your receipts, confirmations, etc and you will wait weeks on their replies to your inquires if you ever will get any. Good luck if you will ever be able to use the miles you accrue with them. Not the best airline-all ripped and lost baggage comes from flying with Aeroflot and the worst bonus program I have ever participated in.

Do NOT use Aeroflot.

They lose your baggage, break your baggage, and refuse and responsibility or claims. They have automated responses to these reviews but ALL the information is useless. They don't answer emails, their website is broken and most importantly, they don't care even slightly.
Put them out of business, this is a joke that a company this terrible continues to do business in 2019 into 2020.

STOP GIVING THEM YOUR MONEY

UPDATE:

Setting aside the fact that Aeroflot ignore ALL requests, this is what comes up when you follow the link provided in the automated response below;

Section is temporarily unavailable
Dear users! Due to routine maintenance, this section is temporarily unavailable.
"We apologize for the forced temporary inconvenience.
This page is under maintenance
This web page is under maintenance. Please check back later.
We apologize for any inconvenience."

Aeroflot has two faces. When things run smoothly, they are okay, but when you have a problem with them, they are a pure disaster. I flew with my family from Asia to Sweden, via Moscow. Even though we had more than an hour of waiting in Moscow none of our luggage arrived with us in Sweden. We reported it. Aeroflot was extremely unclear about where and when the luggage would come, and they were unable to locate it, until it, different days, arrived in Sweden.

It then turned out that one of our hard Samsonite suitcases had a hole in it. It was too big to be acceptable and I therefore made a claim to Aeroflot, in accordance with their procedure. They answered me that I should send original documentation to Moscow. I did so, but was careful enough to make copies of everything. A couple of days later they just closed my claim, without any further explanations.

After that I have contacted them a large number of times, making new claims referring to the original one and so forth. When they noticed that I did not give up, they tried a new strategy – to not answer. After months of waiting, I contacted them again, and actually got an answer: that they had increased their own handling time, according to the Russian law (they said), with another 30 days. Then it was silent again. Next time I contacted them they told me to make a new claim, since the first one was not treated! When I said I did not want to they referred to the Swedish Aeroflot office, which in turn told me to send the claim to them. But when the Swedish office answered to my claim it was with the information that they would not handle the case. Indeed, I have to communicate with the Moscow office, they told me. Aeroflot clearly have no intention what so ever to give me any compensation.

So, do like you want. If you think that your suitcases and luggage is not so much to care for, you could buy a ticket with Aeroflot, but if you have any luggage that has a value you should think more than once - and then use another air flight company.

WORST AIRLINE EVER.

got stuck in Moscow and no help. was put in a hotel room with another guy who I did not even know.
then I tried to get money back but did not have a chance to get to anyone.
liars and R.....

Worst experience in my life, and I had so many international flights with different airlines....
Worst food, unfriendly staff, uncomfortable seats, just don't do it!

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:

"Company News
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:
callcenter @aeroflt.eu,
berlin @aeroflot.de
dusseldorf @aeroflot.de

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.

Kind regards,
Alena Dosmishvili
Claims Group
Ground Handling Department
PJSC Aeroflot

I call ********

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.

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.

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.

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.

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.

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.

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!

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.

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!

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.

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.