Aeroflot Russian Airlines Reviews 

In February I purchased tickets for me and my girlfriend from Brussels to Bangkok via Moscow. Because of COVID-19 the flights got cancelled by Aeroflot end of June. I called them immediately to request a cash refund. They assured me this wouldn't be a problem and that someone would contact me for further information (where to send the refund etc).
Now -almost 2 months later- I called them again because I still didn't hear anything about the refund. They told me that the government suddenly changed some laws and because of that they can only offer a voucher. If we want our €1630 refunded in cash, we have to wait for 3 YEARS!! This is simply put theft!
We paid them money in exchange for their services - they can't execute their services - they should just give us back our money that hasn't been used for anything. Simple as that!
Why can't they just refund the money? I paid them myself so I KNOW the money is there. Why do I have to wait 3 years before I can get it back? Did they already invest it or something?
When asking for explanations on questions like the above, the only answer they repeatedly give is: "It's a law from the government for bookings made before may 1st. You can have a voucher or rebook your flight before December 2020. Do you have any questions?".
This is really sad for a company like this.

First when you call and talk to their customer service its like talking to a robot. They repeat the same script over and over. Second, this airline stole $2000 from my family after I was told a full refund will be issued. I will never use them again. Never trust any Russian company. Believe me, I use to live there.

Worst Airline. Sitting on my money for 4 months. close to £2000 and not retruning it. Horrible. Avoid them at any cost.
I am sure they are going to write an automated and totally useless reply of.
Aeroflot regrets to hear of your experiences described above.
Please be advised, Aeroflot replies to customer feedback via the following link; aeroflot.ru-feedback.
Please make a note of your reference number and kindly mention it in any communication with Aeroflot Customer Relations.
Thank you.
Aeroflot Russian Airlines

I have been completely frauded by Aeroflot. Aeroflot sold me tickets to non-existing flights in order to take my money. I purchased round-trip flights from New York to Moscow departing on 8/15/2020. In early August, I started to check the status of my flight online and I could not find my flight listed anywhere. I became extremely worried and then I started to call Aeroflot directly, it turned out that their phones were disconnected. I asked my friends in Russia to call Aeroflot from the Russian side, the phones were also disconnected in Russia. Two days ago, I received an official notice that my flight is cancelled because the company does not have the authorization to fly due to the pandemic. The question is how was Aeroflot able to sell me tickets for flights that they never had authorisation to even conduct in the first place. Aeroflot is extremely shady, they literally take your money for flights that do not exist and they said the only possibility of getting a refund is to wait up-to three years for the refund to be issued. This company literally stole my money, cause me a lot of stress and anxiety since my travel plans will not be honored, and wasted my time by trying to find solutions that the company is clearly not offering. Never use this dishonest company and stay away.

Same as the previous comments. Worst airline ever and terrible customer support. Flights were cancelled, told for months that I would receive a refund and it was just delayed. Then told yesterday I would only receive a voucher or wait 3 years for a refund when the voucher expires. Yes, you read that correctly. The airline is breaking European law and the customer support didn't care when I told them this. In breach of EU 261/2014. Disgraceful. Never fly with this airline

Having had our flights cancelled due to covid, we were advised we could have a full refund. Several emails and calls to call centre confirmed the refund would be processed. Initially we would have the refund in 5-10 days, then 30 days then they could no longer give a time frame but rest assured our booking was in a special queue to be refunded. Flash forward to today, received an email stating we were getting a voucher. That’s it. Contacted call centre again who are now saying we can rebook or wait THREE YEARS, yes, 3 years for a refund. Appalling customer service throughout this whole situation, €1000 down the drain as will not be flying anywhere during the voucher validity. I don’t see how you can confirm a refund is being processed then turn around and say it’s no longer an option. Shameful company, would not deal with them again in future even if it was my only option.

Scammed and wool pulled over our eyes. Don’t know how they can sleep at night. Oh, probably because their pockets are still lined with our money.

Criminal fraud or incompetence?

I booked return flights to Japan from London in July 2019 the outbound flight date was approximately 16th April 2020.

The flights were with aeroflot booked via gotogate.

I received notice that the flights were affected by coronavirus on 10th April. The correspondence seemed as if it was trying to pressure us into making a decision. The customer service was extremely poor, with nearly all of our emails compeltely ignored.

We opted for a refund. It is my understanding that by law we are entitled to a full refund within 7-10 days.

We have been a patient and waited for months. All the while our correspondence is ignored.

We have now received an automated message saying they are refunding our flights for £42.

We paid £657.

I cannot see how this is not fraud or criminal behaviour? Again our correspondence and phone calls are ignored.

Our travel insurnace doesn't cover this as they say by law gotogate/aeroflot should give us a full refund.

Avoid like the plague.

Horrible horrible airlines !! Avoid this airlines if possible!! We and other non - Russian passport holders couldn’t fly to Russia because they have changed Covid - 19 rules and they didn’t inform people by email/text message about last minute updates, NOTHING!!!!!!!!!! Me, my husband and our little baby basically had to turn back home from HEATHROW London. On top of that our issued boarding passes showed departure terminal 4. ( in email tickets terminal 2, logically we thought ,terminal had been changed) , we went to terminal 4 according to our boarding passes. Terminal 4 was completely shut. Luckily we had time to get to terminal 2 ( 20 minutes to get there). My husband asked rude ( as usual Aeroflot people lol ) Aeroflot employee Why are they confusing people with terminals . And ATTENTION this Aeroflot lady said: “Oh your boarding passes mean nothing , don’t look to them , look at your email tickets !!!!”SERIOUSLY?! :)))) avoid avoid avoid #gavnoflot

I have reported the Aeroflot to the Aviation Authority as they are in breach of Europen Law. I would advise everyone else to do so aswell as they are scammers with holding peoples hard earned money!

Aeroflot is breaching the Europan Laws but not offerring refunds to customers whose flights have been cancelled. I will go to court if neccesary becuase this is disgussting. If your business lives of holding people´s funds for services they have not received you should be ashamed. I rather loose all my money in court than getting a voucher to travel with you!

Unbelievable how they have deceived a thousands of people who bought the flight for China.
I called their call center for like 3 months to be sure they would have reimburse my ticket with my money, they were keeping says "of course sir! We are aeroflot and you're assured for those money! Just we don't know when you'll get them. We just know you will!"
I called them for at least 3 times per week for 3 months and they made me sure EVERYTIME they would have reimburse my 1000 euros of fly tickets.
So what in the end?
"We're sorry to communicate you that we can reimburse you only by vouchers"!! I DID NOT WANT ANY VOUCHER! I WANTED MY MONEY BACK BECAUSE I WAS ASSURED FOR THAT!
DISGUSTING! AND YOUR CALL CENTER IS DISGUSTING AS WELL! ALMOST NO ONE IS ABLE TO TALK ITALIAN! ESPECIALLY WHEN THEY ARE FACING SOMEONE THEY CAN'T DECEIVE SO EASILY!
DISGUSTING UNTRUSTWORTHY COMPANY!

They are refusing a refund which is in breach of the CMA and CCA rules. They take forever to respond and they say only credit is available even though they cancelled the flight. They've also lied 4 or 5 times saying a refund will be issued but now saying that only credit is available (against the law). There's no point in complaining because they don't respond. Just give us back the money. I don't want credit as I'd never travel with them again after this.

After being promised a refund for 5 month, now told I'll need to wait 3 years until I can get it.

Took a chance on an airline I'd never used and now fully regret it. Just avoid.

Why can't you be like other airlines and refund us our money?

Not hard is it?

Stop trying to offer us vouchers.

Awful, awful, awful. They owe me a refund through travel2be who say that this airline have not released the funds. I have contacted the airline and guess what, no reply. Aeroflot if you read this, release my funds now. Flights were cancelled months ago. S5EACE that code will help you.

Aeroflot responded double quick when they saw the trustpilot review. However, Aeroflot, if you read this, I had already done the feedback as requested. But I have done it again!

I don't understand why this scam of an airline is allowed to operate in civilized countries. They cancel the flights and refuse to to issue refunds. Only useless vouchers. If you do not use a credit card to be able to dispute a charge, chances are Aeroflot WILL STEAL your money.

Aeroflot regrets to hear that it's a scam? Here's a novel idea, how about stop scamming people?

Cancelled my flights, offered me a refund four times and then refused to give me my money. Over 2k down the drain

Aeroflot is horrible airlines!! Avoid it at all costs! It is a MINUS 5-star airlines. They need to be shut down.

I had two flights with Aeroflot from Moscow to London and from Almaty to Moscow in March 2020, but both flights were cancelled. To my utter dismay, Aeroflot did NOT call me NOR emailed me to tell me that my flights had been cancelled. My endless emails and messages asking for a refund at their web-site were left unattended. In May 2020, they finally promised me a refund for both flights but NO refund has been given to me yet!

Since 12 July 2020, Aeroflot is claiming that due to the Russian Government's Decree No. 991 dated 6 July 2020, Aeroflot no longer offers refunds but ONLY VOUCHERS for the flights cancelled prior to 1 May 2020. They resume their flights ONLY from 1 August 2020. I have no desire to fly on 1 August 2020 or thereafter. My flights have been cancelled in March 2020. Why do I have to buy a new ticket with Aeroflot if I am not happy with the way they have been treating me? There are other airlines which I wish to use from on. So, just give my money back!!!

There is no such thing as customer service with Aeroflot. I prefer to fly with other airlines who have been diligent enough to first inform me in advance that my flight was cancelled due to Covid-19 and then to refund my money (e.g. Emirates and Belorussian Airlines). I do not wish to fly with Aeroflot any more. It is a very unhelpful and unprofessional airline and I do not want to have anything to do with them any more. Just refund my money and I hope I will never have to use their services ever again!

UPDATE: My response to Aeroflot: Your feedback system does NOT work. It shows an error anytime I make my complaint at your web-site. You have blocked your Call Centre email address so the customers no longer bother you with their refund requests. What Aeroflot is doing is one BIG abuse of customers' trust. I hope they will enjoy a drastic fall of incoming payments from their abused customers.

If I could give Aeroflot zero stars, I WOULD.

This airline clearly does not understand the definition of customer service.
Myself and some friends were due to fly from London to Japan in June 2020, but due to Covid-19 the flight was cancelled. Firstly, we received no notification of the flight cancellation - this took endless phone calls to Aeroflot and the airport on our behalf before we eventually were informed of the inevitable, that the flight was cancelled. We then received no email communication or details about a credit note or refund. I opened up a refund case on the Aeroflot website, however the customer service was slow and difficult to navigate. This resulted in us contacting Aeroflot via telephone. On the first call, the representative was friendly, b lacked knowledge - it was clear she was regurgitating a speech the airline had provided and had no real sense of our predicament and had no empathy for our situation and the fact that we were thousands of pounds out of pocket. I understand this can seem trivial given the current climate, but it was the service we received that has caused our frustration. On our second call we were eventually informed we would receive a refund, however the date of which could not be confirmed. When I asked for this in writing to provide evidence, the representative simply emailed me a copy of our initial booking. With no update and still no answer almost one month on, we decided to contact via telephone again.
Today we were informed we would not receive a refund due to a change in the Russian law two days ago (even though our flight was cancelled over a month ago and we were verbally informed we would receive a refund).
To summarise, this airline has made it impossible for customers to receive any real help or the refunds they are entitled to. The operator we spoke to today was rude and unprofessional. I can not recommend enough that you do not fly with this airline. You will be left frustrated, angry and disappointed.

Terrible. Waiting for vouchers for months.

I understand that during the pandemic they can`t return money to all, but they even can`t handle refunding with vouchers. I have already been waiting for a month and even called them.