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Terrible! Terrible customer service. Terrible flight. The flight alone was choppy and there was a massive bang at the end which felt like we almost crashed but that’s not the worst. My husband and my luggage along with our coworkers went missing. No word of it for 2 weeks. Finally the luggage was returned and my suitcase had a massive hole in it with the rolling wheels ripped off. I immediately put in a claim in which it took Aeroflot 2 months to even inform us they got the claim. I had contacted them numerous times to get nowhere. All just kept telling me to fill out another claim form. Finally after about 3 months they said they would not reimburse us for the suitcase they broke (God knows how it was returned in such poor condition with holes and all the wheels cut off) unless we had a Letter from the manufacturer of the suitcase along with the original receipt.
The whole process was just to run in circles and not address our concern and drag it out longer and longer so it wouldn’t happen. They made us fill out about 20 claims, wait months and made it impossible. Terrible company, terrible customer service. I fly a lot for work and have flown many different airlines and Aeroflot is by far the worst I have ever experienced. They are rude and lack professionalism as well as modern common customer courtesy. They don’t care about the customers and it’s obvious. Save yourself, your luggage and your possibly your life and don’t fly with Aeroflot. They don’t care about you or your belongings.
On the 14th of August 2018 on our way back home from Moscow Sheremetyevo airport to Brussels (flight SU2618), my family has been cruelly denied boarding. Despite we were on time in the airport and at the boarding gate, we were left in a huge airport at the verge of night with two little children (4y and 9y). One of our children was only two days ago released from a hospital with a facial trauma. On top of that, my Russian visa was expiring that night at 24h00. No need to explain what other problems we would inevitably face if we didn't leave Russia before 24h00.
Together with us another family of 5 people (including two babies !!) has been bumped as well. They were already standing at the boarding gate when we approached. The man had a bunch of passports in his hand. He was vigorously arguing with Aeroflot employees. We thought it was something personal. However, soon I realized that we all are going to be bumped. When we asked Aeroflot reps about reasons, they said that we were too late and that the bus to the plane with passengers is gone. But it was JUST BEFORE 19h30!! (departure scheduled time: 19h 50).
There were neither announcements, nor invitations to the gate. We kept on arguing about the time issue, but all three Aeroflot women were astonishingly indifferent… Before they left they told us that we better go to search our luggage. When we asked if they are going to put us on another plane, they said that we should ask it in the Aeroflot office… Our arguments concerning children, babies, visa problems… all that as if wasn’t heard at all, and they just rushed away. Before they left, I made two pictures of them. At that moment it was just 19h 35. We couldn’t really believe that this nightmare was real: our plane was still on the ground, and we couldn’t get on it!!
Our stress reached its top when at the Aeroflot desk we were informed that there are no flights to Brussels before 24h00. After long and exhausting search for tickets to any European destination, we finally found ones. One can imagine what it means to run kilometers with two little children and a trolley full of luggage through such a huge airport like Sheremetyevo… Finally, we flew to Brussels via Riga (EU), with 7 hours waiting there in a cold and empty airport. And for those tickets we’ve paid about 1800 euro!! No need to mention, that the plane to Riga was from Aeroflot.
Now, after some investigations of this issue, we know that this is quite a usual practice in this company. A lot of people who suffered from their awful “service” left their complaints, disappointments and bad stories in the Internet. So will we do in order to make these airlines pay for their ugly service. To my opinion, they have cruelly violated our human rights by bumping a family with little children without offering any alternative, without showing any care, and shamelessly lying that we were late! Such attitude can be described only as inhuman, uncivilized and unprofessional, of course. Aeroflot does unfair business by profiting from clients’ troubles, which they cause themselves.
Consequences we faced during this trip: we arrived in Brussels with 10h 50min delay, my family was put under heavy stress, we all went through exhausting physical and moral troubles, our legal status defined by Russian visa limitations was jeopardized, we were forced to run into rather big and unexpected expenses. Aeroflot is entirely responsible for these consequences, and for outrageous human rights violation. We claimed our compensation through their site. We will continue with our complaints everywhere in the Internet and media until we are fully satisfied, although we know from many other similar experiences that AEROFLOT never answers on customers' complaints, and never pays compensations!
I bought round tickets for my sons 6 and 8 y.o. to Moscow and back to New York. I was flying with my kids to Moscow on June 2017. I returned back to New York on July, 9 2017. My sons were supposed to come back along on September, 6 2017. All tickets were sold by Aeroflot through travel agent. When my kids arrived to Moscow airport on September 6, they were told that their tickets were not valid. Kids had children tickets, but according to Aeroflot company rules, kids without adult can fly only by adults tickets.
My mom, who accompanied my kids at airport had to pay 85 thousand rubles (around $1,500) for new tickets for kids. I believe that Aeroflot company supposed to reimburse the price of these tickets to our family, since the tickets were sold not valid at the first place. I sent several letters to Aeroflot administration asking to resolve the issue. My claim was denied. I am not sure how to return my money. If you have ideas, please advise.
I checked in to my flight from JFK Queens to SVO Moscow on Wednesday evening, September 12. The Aeroflot attendant checking my luggage informed me that I would have to manually pick up my luggage in SVO cause there was no way to transfer it to my connecting flight (also Aeroflot) to Minsk. Upon seeing that my layover was less than 2 hours, I asked if I would have enough time to claim my bag, recheck it, and make my flight. I was assured I would, and waved along.
Here I am stranded in Moscow, because not only did the flight from JFK leave late, the baggage claim was also delayed on Aeroflot's part, with a new boarding pass for a flight 3 hours later than I had anticipated and no compensation. This airline is incapable of even coordinating a transfer between their own flights! If something goes wrong, they will put the blame on you. Don't expect compensation for your lost time due to their mistakes, or any semblance of decent service on their part.
Bought Aeroflot JFK to St. Petersburg, connecting in Moscow. JFK to Moscow was late, long lines at passport control, Aeroflot lost my luggage on JFK to Moscow leg, posted wrong gate for Moscow to St. Petersburg leg, and despite all this, when I arrived at the correct gate a minute BEFORE their very early closing time, there were already half a dozen people with tickets whom they were denying boarding! Then they refused to let me get on the next flight, or any subsequent flight, without my paying a rebooking fee.
I was forced to pay a rebooking fee, even though it was entirely their fault that I didn't get onto my connecting flight. Their customer service didn't respond until I disputed the charge with my credit card. Then they ignored my complaint, and simply responded that there had been enough time between the time the JFK to Moscow plane touched down, and the Moscow to St. Petersburg flight took off, to have made the connection. Fortunately, after a long and aggravating battle, my credit card company credited me for the rebooking fee that Aeroflot had extorted from me. From all the other similar reports, it is obvious that Aeroflot has a policy in place to attempt to extort extra fees from travelers already en route. Avoid Aeroflot at all costs. They are criminals, and once you commit to flying with them, you are entirely at their mercy.
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Aeroflot was utterly unsympathetic to our plight, and never cared to reply to my letters to its main office. Since my first flight on Aeroflot in 1962, I have flown Aeroflot over 30 times - mostly before privatization. Then, Aeroflot officials were accommodating. Now, only money talks. On June 4, 2016, my wife and I took Aeroflot Eco Comfort class from New York to Moscow. Halfway through, my wife got partially paralyzed. An MRI by terrific Russian doctors discovered a massive brain tumor, and we were compelled to immediately return to New York for open brain surgery.
Trouble began from the time I entered the Aeroflot’s office in Moscow. I showed the doctor’s MRI reports, and sought help to reschedule flights. I was asked to pay $400.00 to reschedule the flights. I offered to pay for an upgrade to Business class, and was rudely told to “TRY on flight”. I requested to speak to an Officer at least to have the $400.00 waived - due to unexpected catastrophic health situation or apply the $400.00 towards an upgrade to Business class. Her rude response: “Officers are not here to do those things”.
To add insult to injury, our return flight on June 12 was delayed by six - YES, SIX - long hours. That caused my wife to sit in a wheelchair stuck at the boarding gate for six hours. Nobody even cared to ask whether she needs any help or a glass of water. They were fixing a mechanical problem of the plane, and finally when they couldn’t fix it, they arranged a different plane at the opposite end of the Airport, and all on wheelchairs were transported like cattle in a truck. On the plane, however, the attendants were kind and helpful. Later, after my wife recovered from brain surgery, I wrote to Aeroflot in Moscow explaining the terrible difficulties - pain, suffering and inconvenience - we had to go through, and requested a refund of $400.00. Also, because we paid full for those seats. No reply to date. That proved that Aeroflot staff is heartless, unsympathetic and inconsiderate. All they care about is money.
Am Dalu **, Myself & My friends namely Anand, Aravind, Aswin recently made a trip to Russia for the FIFA World Cup 2018. Our tickets were booked in your airlines ie Aeroflot airlines from Moscow ie Sheremetyevo International Airport to Delhi ie Indira Gandhi International Airport on 18th June 2018. The flight was scheduled to depart at 7.05 PM on 18th of June 2018.
We had done the boarding and security check-in by 5.00 PM and were waiting for the gates to be open. Once the gates were open due to rush we had to wait in the lounge and we reached the gates when the attendant announced the final call. The attendant named Michael was doing something on the computer and was not letting us in saying that the bus has left the place. The bus was staying in front of us and he was not letting us in. He asked us to walk out and closed the gate saying that we are late by 1 minute.
We were asked to walk out through the exit door and were not told what to do next. We approached the Aeroflot office in the Airport and we faced very rude behaviour from the lady with black hair who was on duty on 18th June 2018 in between 20.00 pm – 22.00pm. This lady was also rude at the FIFA volunteers and even they have registered a complaint against her to their senior officials. We took the help of the FIFA volunteers and with their help, we had a talk with the deputy manager of the airport and received the baggage which was loaded in the aircraft, from there we came to know that our loaded baggage was offloaded from the aircraft and the aircraft departed after 19.30 PM.
We were asked to book another ticket and the reason provided for the same was that we were late by 1 Minute which was totally absurd as we were there at the boarding gates at the final call. We had connecting flights from Delhi and all the bookings were cancelled and we had to rebook another flight via Dubai to Cochin with a layover of 6 hours that too without the meal. I had to spend additional money for the lodging, ticket from Moscow to Cochin and from there to Bengaluru and even for the food, just because of the rough attitude and EGO of the gate attendant named Michael towards the foreigners.
NEVER BOOK WITH AEROFLOT. THEIR EMPLOYEES HAVE NO IDEA WHAT'S GOING ON AND WILL LIE TO YOUR FACE TO GET YOU TO GO AWAY. They have cheated me out of 2,000 dollars because of their lies and they refuse to do anything to make amends for their mistakes. I flew for 5 hours from Moscow, when the pilot came on the loudspeaker to say that JFK was closed and that our flight was turning around and returning to Moscow. In Moscow, I waited for approximately 2 hours to speak with a customer service representative about booking an alternate flight. Aeroflot then made an announcement that ALL flights out of Moscow to USA were currently booked. They stated however that if customers could find an alternate flight on their own, Aeroflot would reimburse these customers for the cost of this flight. This is not true.
I found an alternate flight and booked it via Orbitz. I went to the counter and told the Aeroflot representative that I had found the above flight. I said "to confirm if I book this flight, I will be reimbursed for the entire cost?" He said correct and I proceeded to book for 2,000 USD. I then received my Orbitz booking confirmation and another Aeroflot representative printed my KLM/Delta boarding passes. At this time, I asked her how I would go about being reimbursed for this flight and was told that I could email Aeroflot (which I did 1 hour later) or go to the New York Aeroflot office (which I also did).
Four months later, I am still dealing with this. I opened 2 claims in an attempt to be reimbursed for the money that they owe me but they keep being rejected with reasoning or request for additional information. Customer service repeatedly tells me there is nothing they can do. And that if the claim is rejected, it is a final decision by Aeroflot. I'm now out $2,000 and a wish that I will to choose Aeroflot for my future flights.
If I could, I would rate -1000000000. On March 3, 2018 I received some very devastating news about my younger cousin. She had succumbed to her illness and had passed away very suddenly. While that probably shouldn’t affect you, it affected me very much. The only thing on my mind was to get the next available flight that I could and get to Greece where I could be with my loved ones and say my last goodbye to my little cousin. Well as much as I tried, that never happened and the reason it didn’t happen was because of your airlines. While I know that there are always unscheduled delays that occur all the time, the flight that I missed on this day caused me a lot, not only financially but most importantly emotionally.
During our flight, I was aware of the delay and I asked the flight attendants if there was wifi so that I could check the other flight status that I was supposed to connect to and they flat out said that there wasn’t even though I later found out that there was. They were very rude and spoke only in Russian which I did not understand. They behaved in a very unprofessional manner. The pilot made an announcement that the passengers connecting to the other flight would be okay and that the plane would wait for them. Since the pilot said this, I like so many others believed him. When we finally landed I ran as fast as I could to catch the connecting flight as I knew it would be leaving shortly. I arrived at the check in desk at 8:50 am and I was told that the gate was closed. Our connecting plane was scheduled to leave at 9:05 and it left at 9:01.
Why would a plane leave before the scheduled take off time? Why would they not let me get on the plane if I was there before the plane left? I was not going on vacation. I was going to a funeral for a 20-year-old girl. Someone that I was very close to growing up. I preceded to beg the lady at the gate, I was hysterical, I fainted from the crying and it really surprised me just how much they didn’t care. The other passengers were comforting me, and they didn’t even bring a doctor to make sure I was okay. Had it been any other trip for me I would not care about the delay or the missed connection, but this broke me down and the thing that bothered me the most was the indifference that Aeroflot staff showed me. I had a break down in your airport in Russia and I also fainted, and they just did not care one bit.
The loss of the connecting flight made me late for the boat I was supposed to take in Athens and that caused me to lose my cousin’s funeral. This is something that your company can not give me back. I missed the funeral of someone that I considered to be like a sister to me. I had a breakdown and all your staff could do was to throw some rubles in my face and think that it’s okay. Well let me tell you that this is not okay. Your staff needs to treat people professionally and if they need to be compassionate according to the circumstances then they should. It is not okay to ignore the customer, and to treat degrade them and to treat them like garbage.
The plane was still there when we landed. There was no reason why I missed my cousin’s funeral. If they really wanted to, they could have helped me and put me on the flight. All I had was my carry on. I had no luggage or anything. You have caused me a lot of emotional distress. I will never be able to forget or forgive the fact that I was not at the funeral of my loved one. If you do not compensate me for the wrong doing, I intend to take legal action against the airlines for emotional distress and wrongful conduct on your part.
I flied to Guangzhou, China from Venice, Italy with the necessary things to stay long term, arrived only with my backpack with a couple snacks and a laptop. The first flight from Venice was delayed and I lost the connection from Moscow to Guangzhou, rapidly I got switched to another flight to Beijing and then Guangzhou, being assured that I would get my luggage too in Guangzhou. I knew that when you switch to a local flight in China you must get your luggage at the entry airport and check it in at the local flight company, so I asked the gate crew and have been assured again that in this case they would take care of the transfer.
Arrived in Guangzhou. Of course my bag was not there. The Beijing-Guangzhou flight was operated by China Southern, to whom I left immediately a report (PIR) then waited, calling twice a day them, Aeroflot and finally Beijing airport before knowing after almost one week that my baggage was waiting for me at the Beijing customs and they could not release it because it would need my authorization. No one from Aeroflot and China Southern ever informed me about this or gave me a clue that they even were aware of it. Finally, I got my authorization delivered to Beijing customs and my bag collected by a colleague in Beijing. Meanwhile from Aeroflot and China Southern I was still hearing that my luggage was in the follow up search. Thank you, to my company's assistant GM and our colleague in Beijing.
I have been traveling a lot using many different airlines. No doubts anymore that Aeroflot is the best airline to fly with. The flight-attenders are the most caring, polite and very helpful. When I compare them with some other airlines' stewardesses (like local AA or United) who sometimes treat you "like a dog" or they talk to you like a police officer making you feel you like you did something wrong. Every time I use Aeroflot airlines I see the difference... how incredibly nice, pleasant and consumer-oriented Russian flight attendants are. They definitely go an extra mile to please a passenger and the way they talk to you... making you feel like you are the most important person here on the plane. They offer unlimited drinks and plenty of decent food during the flight (no extra charge) as well.
I had a booking with Aeroflot from Moscow-Coimbatore(CJB) via Delhi. Aeroflot issued this ticket with connecting flights on Air India from Delhi-Coimbatore-Delhi. Onward flight was ok. While on return journey, flight from Coimbatore-Delhi was delayed by more than 6 hours by Air India. Due to this, my connecting flight with Aeroflot was missed. There were 2 flights from Delhi-Moscow and there were seats available on the second flight. Even though ticket was issued by Aeroflot and flight delay happened in one of their issued flight tickets, they did not care about arranging a connecting flight. I had argued a lot with no success. Air India neither bothered to offer any compensation nor any arrangements. Issue was with Aeroflot staff in India. They all work for an subcontracted company. While I was standing and waiting there, I could see Air India staff approaching them and asking to arrange seats for 3 of the people overbooked in Air India flight.
I really don't understand what is the difference with my ticket as it was offered and booked with valid Aeroflot eticket number. Aeroflot India staff only insisted on paying additional rebooking fees and change my ticket to another date as there were no seats on that flight. And even for this, I have to take care of the accommodation. In addition to this, many times I have seen the staff opening the check-in counters very late even though the flight has been displayed. Usually check-in counters open 4 hours before flight departure. But sometimes, the counter is opened only 2 hours before. This is ultimate negligence of the staff at Delhi airport.
Prague International Airport is place of bunch of thief. Shameless Czech gate workers women, horrible rude uncivilized airport ever. I flew on the 21st of July by flight number SU 2011 by Aeroflot. When I arrived in the gate just before the boarding the plane, there were 4-5 women checking passengers' tickets. I had 3 items like laptop, cabin size luggage and small backpack. I was using my small backpack as my handbag, inside there were my valuable souvenirs and my expensive cellphone, toothbrush etc. very light few items. Blonde Czech woman who tied her hair and another Czech woman with black hair demanded me to leave my backpack there and threatened me if I don't leave my backpack they will not board me and plane will fly or to pay 100 euro for my backpack. Unfortunately I don't have 100 euro, and then I left my backpack.
After 2 days, I called them to tell my friends in the Czech Republic will come to the Vaclav Havel Airport to get my backpack. Shamelessly they said they didn't take my backpack so they don't know where my backpack is. After I continuously wrote and called them, they told me that "yes it is true that we took your backpack but we don't have your backpack now." Until now they are not giving me back my backpack with my cellphone. On their final email, they told me "please be kind and don't ask your backpack from us and don't send your friends to collect your backpack, bcoz we don't have your backpack anymore with us." It is very weird situation.
Actually from the first, they were looking very weird, after I left my backpack I noticed some kind of joys appeared on their faces, they were just looking like beasts to attack to the prey (my left backpack). They seemed they already accustomed to get passengers' items and divide valuable things and throw rest ones into the rubbish. On the same day, when I reached Shermetoyva Airport, I asked gate managers about this case, they were horrified by this story and said it is shocking, and also said according to airline rule, those Czech gate women workers must give it to the lost and found department. They must not use items of passengers and they must not throw it to the rubbish bin. It is airline rule. It is so shameless that those Czech women don't care Czech Republic fame and stole passengers item and throw it to the rubbish bin. Maybe they are people from very poor background and hungry, rude, uncivilized stray ones.
People So I have spent over $2,300.00 for my parents airline ticket so they can go to TAS and visit their families. Ticket shows flight is at 01:00. Does not say AM or PM. From our experience (they fly there every 6-9 months) we have arrived at JFK at 11 am for 1 pm to find out that our plane took off at 1 am. The funny thing is that when we came people were checking in for the same flight. I explained everything to the agent and they wanted $3,800.00 in order to take my parents for the flight that had to leave 1 hr later. So we have left back to PA. Everyone is confused, upset.
I would like to bring to your attention several unfortunate and preventable wrongful acts against me and my companions during our most recent experience with Aeroflot. On May 27th, 2017, my companions and I boarded flight SU213 to our first stop, Helsinki, Finland. I was assigned seat 23G and we were dismayed to find that the entertainment system was out of order for the entire row, making the 9-hour journey unbearably long and tedious without distraction. Six of us were delayed in Moscow during the transfer due to our flight having arrived at local time 17:20 pm: An hour and ten minutes later than the scheduled arrival. All transferring passengers (approximately 300 persons) waited to pass an immigration checkpoint where only two officers were on duty. Passengers did not receive priority in line based on their flight schedules. Furthermore, there was another bag check, causing further delay.
During this time, our connecting flights boarding gate changed from gate 7 to gate 30. With no assistance from the airline and no translator provided, the six of us arrived at gate 30 at 18:05 pm, We were able to communicate with another member of our group from the shuttle bus. Four of them flew the same day from Shanghai. We suppose to join them in Moscow and take the same flight to Helsinki. The airline refused to let us board the plane despite the fact that we were at the gate 15 minutes prior to departure. They instead took our luggage off the flight and I was informed to talk to the information counter to discuss options for the next flight.
The Aeroflot representative at the information booth gave us a next day 10:45 am flight and our party was forced to stay in Moscow overnight. I told the representative that the Aeroflot was responsible for missing our flight due to the delay of our first flight, the long wait at the immigration and security line, and the gate change that was not properly communicated to us due to the language barrier. I was informed that security, immigration, and the airline are three separate departments and that passengers accrue their own risk to board the next flight on time.
I explained that five members of our party were in their late sixties and seventies. With the excess physical exertion, anxiety, and hunger, many were not feeling well. During this time, one of my companions began to suffer from nausea and heartburn. Still, the Aeroflot representative did not offer any options for food or lodging, only offering to call for a doctor or ambulance. As I continued to reason with her for accommodations and food, she began to shout since I had a difficult time understanding her English. She threatened to cancel the next day's flight so that we would be forced to buy our own tickets and I was forced to calmly advise her to stop shouting.
Due to this incidence, we not only suffered a loss equivalent to booking 3 hotel rooms and 3 tickets to main attractions in Helsinki, but also accrued unnecessary expenses in hotel and meals at the Moscow airport. We believe we were discriminated against due to our language barriers and the fact that our party had elderly traveling with us. We request that Aeroflot compensates each of us 150.00 Euros (airport hotel and food) + 100.00 Euros (hotel charges for 1 night in Helsinki) for a total of 250.00 Euros. The compensation requested for our party based on this incidence is 250.00 Euros X 6 = 1500.00 Euros.
Upon our return on June 8th, 2017, we boarded SU 2659 from Copenhagen via Moscow transfer SU 212 to Hong Kong. Three of our members' luggage were delayed for 11 hours. As a result, we were unable to change out of the cold weather clothing we had donned in Copenhagen, where the temperature was 33 degrees F, to accommodate Hong Kong's much warmer temperature of 88 degrees F. This necessitated us to call for a taxi to take us home in a situation where we would have normally taken public transportation. We request that Aeroflot compensates each of us 60.00 Euros. The total compensation requested for these party members is 60 x 3 = 180 Euros.
Furthermore, I seeks an additional 60 euros due to lack of entertainment system provided on SU213, as this is an in-flight amenity that is widely advertised by Aeroflot. It's been over one month. We received the case number from the airline on June 16, yet we have not heard from the airline since and all of my follow-up emails return to me with "Failure Notice: Unable to deliver your message."
I flew to Berlin from Hanoi in February with Aeroflot and it was one of the worst decisions I've ever made. I needed to buy medical supplies to treat my Type I Diabetes and the supplies are only available in a few countries around the world. 3 out of the 4 flights were late. But the worst part was that when I landed back in Hanoi my checked baggage with my gifts and luggage weren't there for me. Someone had taken my box and stolen all the gifts and medical supplies from it. It arrived in Hanoi a week later with only a bag of tea, cranberries and shorts inside.
After bugging the local Aeroflot representatives in Hanoi for 2 months they decided to offer me $120 for my medical supplies and gifts which cost me $1,200. They accepted responsibility but said it was their policy to only pay $20/kilo for stolen luggage. Now I have no money and my health is bad and I might die soon. Oh well. I guess nobody cares about people anymore. An airline can absorb $1000 in losses but an individual usually can't. And I sure can't. What a horrible airline and group of humans. Aeroflot sucks!
Waiting at Guangzhou airport from China for 12h with no explanation given, held on wait forever. Little amounts of water offered followed by one small portion of food. After great pressure by passengers crew very reluctantly told us our flight was cancelled with no explanation. With no expected next departure. Moved to a hotel very slowly with long lines, hotel was not prepared/informed. Flight departure after 24h. Important details: Both flights were not fully booked until finally combined; This was 30/12/2016 meaning many passengers (I included) completely wrecked plans for New Year's Eve. I have lost my plans with my wife after many months of planning while separated by circumstances. The company crew could not care less, and pretended not to understand/hear claims and questions all time. This was my worst air flight experience EVER.
At New Delhi Airport (10 hours until now): New Delhi, the capital of India faces weather delays in the months of December and January due to fog. I was checking my flight from New Delhi to Moscow from 1 January 2017 to 4 Jan 2017 and found out that it got delayed on an average by 75 minutes. While I was checking in at the Aeroflot for my flight SU 233 and the representative confirmed that the flight was "way before time." It gave me some sense of confidence that I would reach Miami on time. I had an interview scheduled for the 6th of January 2017 with a construction company. I had to pull a number of strings to get a call from one of the biggest construction companies in the USA. I am also a research Assistant under my professor at the University of Florida.
I had an appointment for 5 of January at my university but I requested to move by a day (6 of Jan) as I was sure that would be a safe date. I don’t know how my first flight from Delhi got delayed by 35 minutes. I had a layover time of 45 minutes at Moscow airport due to which I missed my next connecting flight for Miami from Moscow. Aeroflot representatives affirmed that it was a weather delay but the weather reports show something else.
The weather report states the weather was smoky and clear. The visibility was not an issue. However, The past flight records for SU 233 states that only 52% of the time this flight has reached on time. The data has been collected for over 61 flights in the year 2016. The performance for the flight SU 233 can be judged by the rating 0.1 on a scale of 5. Also, The past flight records for SU 233 states that on an average the flight gets delayed by 44 minutes (track record of past 51 flights). The past records create another picture in the story of how the Aeroflot representatives gave false information to the customers and used ‘weather delay’ as a term to get away from things very easily.
At Moscow Airport (17 hours until now): However, we missed the connecting Moscow to Miami flight by 15 minutes. After getting off the plane the Aeroflot representative present at the Moscow airport gave me 30 seconds to choose one out of the two options. The first option was to Stay at Moscow airport for 24 hours and take the same flight next day. The catch here was the Aeroflot won't be able to provide the transit visa in Russia and I had to stay at the airport for next 24 hours.
The second option was to catch the next Moscow to Los Angeles flight which was waiting for the people to board. I was given 2-3 minutes to reach the gate 25 to board the flight after completing the process of transfer and security check. I was informed that I would get 9 hours layover at Los Angeles airport. The next overnight flight would take me to Miami. I didn't have time to ask for a second option or to talk to someone to get a better option to reach Miami. Hence in a matter of a fraction of a second, I took LA flight.
At Los Angeles Airport (32 hours until now): After reaching LA airport at 1:15 pm, after clearing the immigration process I was able to reach the belt number 9 by 3:30 pm. So, far my journey has reached to 32 hours (adjusting time difference) from 4th January 9:20 pm to 5th January 3:30 pm. The last 21 hours I was in a continuous flight which was terrible and tiring. After reaching the belt I was informed that there more than 25 customers were missing luggage but the Aeroflot representative Elena confirmed that she has some information about the luggage which was left in Moscow. By waiting for another hour and couple of discussions with her, she informed that she has no idea about where my luggage is and when I would get it. I felt so helpless and pathetic that it's been 2 nights I haven't had any hygiene products with me and haven't taken a shower and won't be able to take it for next 36 hours at least.
I was patient enough to file the missing baggage claim but Olena refused to file anything because Los Angeles airport is not my final destination hence I cannot file any complaint. There I was again felt helpless, tired and felt pathetic and angry at the same time. A second thought came to my mind--have I planned a trip to Miami (southern most city on the east coast) hence then what the hell I am doing in west coast at Los Angeles Airport (2500 miles) away from my destination. I was not given time to talk to any Aeroflot representative at the Moscow airport.
In conversation with Aeroflot Representative at LA Airport: Shavarsh **, Roman **. Thinking about this I met these 2 representatives with above details at 4:45 pm. I asked them why I and 2 other students from my university were delivered to west coast (2500 miles away from final destination). I checked there was a flight from Moscow to Newark airport after 2 hours the time I landed at Moscow airport. With a layover of 3 hours at Newark, there was another direct flight available for Miami. I checked that on Aeroflot.com.
The representatives had no answer to my queries and said it's a system that checks the next flight. It's not a smart judgment to notice that Aeroflot had 3 (or maybe more) empty seats on a flight from Moscow and Los Angeles airport. They surely saved a lot of money but at the expense of customer suffering for it. They forgot about how tiring would be it be to a customer who has to drive 350 miles after reaching Miami. I stay in Gainesville and also had to waste a bus reservation done for 5th January night from Miami to Gainesville. I requested and had a conversation until 5:45 pm with the above representatives at LA airport stating why I would need a hotel for 2 hours. It was already 6 o clock at an airport and I have to return at 9 o clock in order to catch a 22:55 flight to Miami. It makes no sense traveling to the hotel.
I am pike have appreciated if I got a chance to have a shower at the hotel but I was missing my luggage. I requested to cancel the hotel reservation worth $100 because it would be a complete waste but they refused. However, they refused and I checked in just for having dinner. The meal coupon provided was also only $20. I mean it's sufficient if you have a meal at Subway or KFC. How in the world it's feasible for a person to have dinner at four points by Sheraton in $20 including taxes and tip? I requested to cancel the hotel meal coupons and provide some airport meal coupons with the equivalent amount but they refused to that also. Finally, nothing was resolved for the above matters.
The last option I requested to get a comfortable seat in American Airlines as LA to Miami flight is 8 hours long overnight journey and I couldn't properly sleep from past 2 nights. The Aeroflot representative refused to that also. I requested for that because I had to drive another 350 miles after reaching Miami. How unethical was that I don't know?
At Miami Airport (50 hours until now): I was informed by Olena that I have to claim my missing luggage at Miami airport as that would be my last stop. After I reached Miami airport today morning I managed to reach Aeroflot counter at E13. I found the counter to be closed: the information desk located right opposite Aeroflot counter informed me that it opens at 1:30 pm. I felt so angry and helpless that now after 50+ hours I am here standing at the Miami airport completely drained with no clue where my luggage is? How would an airline justify a journey of 24 hours of was converted to 50+ hours? I am not adding 5 more hours to reach my town in Florida. I took the risk of driving a rental car and have to pay enterprise another $100 for a rental car with a drop-off in my town. In order to reach early and as soon as possible I got an over-speeding ticket worth $253 on interstate 95. How can you justify this? Can you correct this?
I stayed at Miami airport in order to claim the baggage. The website states the office at Miami airport opens at 9:00 am but the Aeroflot administration didn't arrive until 10:00 am. I also got confirmation that they won't arrive before 1:30 pm. So, now I should wait another 4 hours and increase my journey to 60+ hours? I called Aeroflot at 3:00 pm today to make a missing baggage claim at Miami airport and I was being informed that the desired person would arrive at 5:30 pm and before that nobody can help me with that. How unethical is that? I feel like I have taken a world tour for no reason?
Sir/Mam, I am just an international student with an education loan of $60000 while my dad earns 68 times less than what people earn in the USA. The currency difference is $1 = 68 Indian rupees. I would have clearly saved all these money if I would have reached Miami on 5th January by regular flight or at least a comfortable seat. How can someone travel for continuously 52.5 hours? What would your state of mind would be if I ask you to be in my position?
I need a couple of answers for the queries stated below: If you know that a layover of 45 minutes is not sufficient for your ground staff to manage the luggage transfer and guests transfer why in the first would you give the option to sell such tickets? The alternate route was available if Aeroflot actually wanted to help its customers. The Moscow to New York flight was available for that day too but they made us suffer. This flight would have saved total duration of the journey as well as money. We would be also closer to the final destination Miami.
Also, after reaching the Moscow airport the ground staff made a transfer for people like me. Why he/she responsible acted careless for the luggage? Aeroflot made us board the flight but luggage got missing? Why? If you say 45 minutes isn't sufficient for luggage transfer. If I agree to that to an extent then why more than 25 customers missed their luggage who booked their flight to LA? The flight had a safe 1.5 hours layover at Moscow airport. So, it has nothing to do with the weather and proves the carelessness of Aeroflot management.
Also, why couldn't the next connecting flight was delayed by 15 minutes? If we would have boarded the connecting flight I would have saved at least $400. I have spent $1600 on tickets and now $400 on 6th of January. Is this how customer satisfaction by Aeroflot takes actions? Sir/Mam, I belong to a middle-class family from India and I cannot afford to spend money like this. The interview and meetings I couldn't attend would reflect negatively on my professor and the construction company as truly unprofessional.
I somehow managed to board the Moscow to LA flight and didn't get a chance to email to delay my interview but still that would count as unprofessional in my life as god knows when I would be able to reach that company for the interview. I am mentally broke writing this email and tired feeling pathetic. How bad an airline can act and make a person suffer is truly reflected by the different conversations at different airports I have personally seen it. I have no words to end this. The Aeroflot representatives at Los Angeles airport with the following names affirmed that it was a weather delay. Please explain how it was?
At Gainesville, FL (59 hours of journey to my home)- On Friday 6 Jan: I waited until 10:00 am as customer care representative of Aeroflot confirmed that the Aeroflot management arrives airport each day at 9:00 am but nobody arrived. I gave up and left!! On Saturday 7 Jan: I called Aeroflot to look out for my missing luggage. I could not get in touch with the desired person who can resolve the missing luggage issue. Thank you.
The services of the Aeroflot airlines are very pathetic. I travelled from Munich to Delhi via Moscow (flight number SU232). I landed in Delhi on December 18, 2016 morning, I received but my luggage didn't arrived. 3 days have passed and I have not heard anything from them regarding my luggage and worst part is that no one is responding to my e-mails sent on (email@example.com) and no one is picking up the phone number which was provided to us at Delhi Airport for Aeroflot inquiry. I don't know by when I will get my luggage and bit worried whether I will get it or not??? I will not suggest anyone to select this flight.
Very stupid airline company. I understand why it had very low review. I bet no one would take it again after one time. It's always delayed and delayed again without any reason given. And I was taking flight from Krasnoyarsk to Moscow, no English announcement. Very stupid.
I bought Aeroflot ticket due to interruption of the trip (Family Member funeral). At that time wasn't aware of a Transit Visa Requirements. Was travelling from Minsk (Belarus) with transfer in Moscow (US citizen required to have Transit Visa) and further trip to New York. At a checkpoint to New York flight, my ticket was withdrawn from my hand, and protocol was made. When went to an Aeroflot, did not get any help and or advice as what should I do in this situation. I wasn't offered to replace/postpone a ticket. I am aware that any other Airlines would charge a cancellation fees, etc. I had to buy additional ticket to go back to Minsk, and that is an end of it.
Worse experience with the airlines. Booked a flight from Dubai to Prague via Moscow. My luggage was supposed to be received at Prague but didn't come. When asked at the Baggage claim department, the response was that the transit time was less so luggage must have been missed- are you seriously professional with your work? Had to waste my entire day to wait for my luggage and the claim department staff was so casual with the response that it will come. Who is going to compensate for my waste day on the vacation? Is Aeroflot any responsible towards its passengers?
Had the worst experience. I was flying from JFK to Moscow in August 2016 and when I was checking in I was dealing with 2 Russian speaking women. I didn't get their names since it was a stressful situation. But they sit next to one another and one is Russian Asian (probably Kazakh) and another girl has big eyes and curly hair. I will keep my story short because I still don't know how to deal with it and how to go about it. What they do is unspeakable, and most importantly ILLEGAL. They make you pay cash to them when your baggage is over the allowed weight. They tell you to put the money in your passport and hand it to them. They make sure that their American co-workers don't see it. SHAME SHAME SHAME.
Book my daughter for flight to Moscow. 6-hour delay. Very frustrating. No answer, no compensation. Talked to employee **. No answers, no information. Spoke to manager Tatannia **. Can't help me. Please avoid Aeroflot at all cost. They don't care about you.
This message for all to read! Shame on you. Oksana **, leading expert claims service. I was on a flight on May **, 2016, from ** to ** with a stop over in Moscow, and had a very bad experience. During the flight I had an extremely annoying passenger sitting near me. He kept on telling me and his other neighbors "Excuse me" whenever we shifted in our seats. I asked the stewardess to change either mine or his seat but nothing was done. I ended up standing a nice amount of time on the 9-hour flight, which was extremely uncomfortable. Only once the guy fell asleep was I able to return to my seat.
Additionally, the video screen in front of me stopped working. The stewardess' tried resetting it a couple of times but it was just not functioning properly. I was unable to use it. To top it all off, I also ended up with a damaged suitcase after the flight. I'd rather not spread negative comments around to friends and relatives. I would appreciate if something could be done regarding my bad experience.
I waited a full month from when I initially contacted you, and when I didn't hear back, I contacted you again. Only after I emailed you a second time, just as your 30 days were running out, did you suddenly reply (a day later), and had a full investigation conducted. You guys came up with a bunch of lies, without shame, just to deny my complaint.
Firstly, the truth of the matter is that no other seat was offered to me! The steward tried finding me another seat, but was not able to. There was one empty seat near a woman who refused to have anyone sitting near her in that seat. Unlike you mentioned in your response email to me, that I was not pleased with the seat offered to me. That is untrue and is shameful of you to even say so.
What actually did take place is as follows: My brother offered to change his 19D aisle seat for my sake!! He gave up his comfortable aisle seat at the front of the plane to my ungrateful neighbor. The guy that was seated next to me at my 49E seat, went to sit in my brother's 19D seat and came back after 15 minutes complaining that his neighbor (near his 19D seat) is too fat and he can't sit there. (Not that I was the one complaining about my seat. He was the one that disliked the change.)
Secondly, regarding the entertainment system that wasn't functioning, the steward did restart it 2 times, but it never started working. You said in your response email that it started functioning and that is untrue. The same problem that occurred at the beginning before the system was restarted kept on occurring again. So it was not corrected. Just as a by the way, you never bothered responding to my luggage claim.
All of the above leads me to believe that one of you are lying. I am ready to meet with the steward and your so called investigator and figure out exactly which one of your team is lying. For your information, I had 3 brothers on the flight with me. 2 of them were sitting in the row in front of me. In addition, I had an uncle, X, and 2 friends, x brothers, sitting one row behind me. All of these people were eyewitness and saw exactly what was going on.
I came across a very unenviable experience with Aeroflot which puts the image and ethical values of the company in stake. My wife and my children are regular customers of Aeroflot, who use to travel every year to Russia in summers. I have purchased the ticket on 29th March from Cleartrip. The onward journey was scheduled on 27th May by SU 535 at 01:05, which my wife and son were unable to board as she missed out to carry her PIO card along.
After returning back home, we enquired with Cleartrip customer care and we have been informed that the tickets were non-refundable and for fixed dates, and since it comes under no show condition, they are helpless. They gave me the number of Aeroflot Delhi office to call (01123310426/7390) and discuss directly with Aeroflot office.
I called Aeroflot office at around 11:00AM and explained the situation. I asked and requested them for options of any other day that they could fly as the return ticket is valid. During that time I have not been told that my return has also been cancelled. She started giving me options of 6th and 8th June with overall additional payment of Rs 54000 for both and to pay the same day at 3PM at Aeroflot office. And that they can utilize the same ticket for their return journey. Since I was not in the city, I requested for the next day which she declined.
However, 6th and 8th June were also suiting us as my wife had to reach there till 31st May. So we started looking for other options knowing that at least the return ticket shall not go in vain. Finally, we booked the onward journey tickets from Delhi to Moscow by Air India and from Moscow to Krasnodar by Ural. On 23rd June, they had their return flight from Krasnodar-Moscow Delhi at 11:35 from Krasnodar. At Krasnodar Airport, she had been informed that since your onward journey was a no show, so the whole ticket has been cancelled.
During that one hour spell, we tried calling to all possible nos. of Aeroflot office in India and hotline (0008001008924). But no one could give any answer apart from that it was a single ticket which has been cancelled due to no show. Finally, she has not been able to board the flight and all of us have gone through immense stress apart from the financial losses.The question still remains... 1) Why we have not received any official information on mail from Aeroflot regarding the cancellation of the return ticket? 2) Why your officials at your Delhi office didn't informed during that time that the return ticket stands invalid? 3) When I have not cancelled or asked for any refund of the ticket, how can Aeroflot cancel without intimating the passengers? If would have been a no show while return, I can agree but I have paid for the seats. a) Let the seats go empty or it should only allotted to someone in case of a no show. b) How can Aeroflot resell the booking without intimating the passengers?
c) How can Aeroflot charge twice for the same booking without even intimating and refunding the amount to existing passenger?
Me and my wife booked Aeroflot to Vienna via Moscow from New Delhi. Our visa was processed as per Schengen requirements and was done with the Swiss embassy, the first destination however was Austria. This was our honeymoon trip. To our horror, Aeroflot denied us a boarding once we reached the check in counter. Their argument was anticipated penalties in case of a remote possibility of Austrian immigration deporting us back to India. We were asked to book a return flight through Aeroflot on the spot OR beat this one - go to Switzerland using Aeroflot airlines, throwing all of our itinerary into a jeopardy.
The manager, airport staff was extremely rude and uncaring. First it is not their prerogative to anticipate the immigration possibilities. They are clearly overstepping their duties here. This harassment went on for good 45-50 minutes, until I gave a signed undertaking of bearing all the expenses in case of a hypothetical deportation in Vienna. They also took our passports for photocopying and did not return until it was close enough for the flight boarding.
It was not just us, they were doing a virtual immigration check on almost every passenger, and every single check in was taking no less than 20 - 25 minutes. To Aeroflot, I would say, It is not your prerogative to do so, you are just an airline bound to ferry passengers and not do paper checking. We also had some Nepalese people travelling to Moscow, initially Aeroflot guys seized their passports and also inquired them of the amount of currency they are carrying, and would they be able to sustain their finances once they are in Russia.
Since when is it airline's responsibility to do that, that's what the embassies are for. Also, one of the principal guy from Aeroflot, was mocking the Nepalese guys in no less than racial ways. And nonetheless to say, the flight, food, service were a crap on top of all the mental harassment we had to undergo. Would seriously not recommend this airline to anyone, it is no short of a scam.
Well I am normally not the person who write reviews, but after I saw the rating of Aeroflot, I thought I should add a few comments. Firstly, I am a frequent business traveler from Euro to Asia and as I travel a lot within China I was looking for an opportunity to get a Skyteam Status in addition to my Star Gold Status.
What I like on Aeroflot: Transfer in Moscow is actually on my way, I hardly lose any time on my way to Asia. There are two TGI Fridays in Sheremetyevo. Comfort Class (I am not allowed to fly business unless it's pretty cheap) and pretty cheap business class flights. A lot of miles for every flight and cheap to upgrade to business class. Young and mostly friendly flight attendants. Good connection to Asia and especially to China. Real business class from/to Europe to/from Mow when you book comfort class. I can speak Russian and improve my language skills (plus English-subbed Russian movies during the flight). Newest airplanes among European carriers. I got an 800 voucher for a downgrade from comfort to economy class on a flight that was just 1100€ due to a change of aircraft and full business class.
What I don't like: Sheremetyevo is way too narrow - it sucks to walk across the whole airport to get to your gate. I feel that if you don't speak Russian you are treated a little differently. You get a drink before your food and not while you are having your food. Upgrading your ticket is pretty complicated comparing it to other airlines.
Having lived in Russia a few years ago for some time, I can see that things in Russia everywhere are changing and getting better and I believe that in the future Aeroflot will become better and better. Transformation takes time and I see the efforts Aeroflot is putting in. I look forward my next flights and to watching the airline improving more and more. Just give it a few more years and will be better than many European airlines.
I had a flight the same day with Aeroflot from St. Petersburg to Moscow which was late like 15 mins. Since that flight was not in time I have missed the flight from Moscow to Baku. After I arrived in terminal from which the Moscow-Baku flight will take place, I have talked to flight manager. She was in her room talking with a phone which was evidently not related to a work. She ignored me during first 2 minutes, which was evidently very important for me. There still was 15 minutes to the flight even after listening to her long and rude speech about how it is impossible to get to that flight and how irresponsible my attitude is with mistaking the plane with taxi! Her job was evidently to help people from which she was very far away.
Then I went to customer service and learned that I can get into next flight with its original price which was very high! And that my flight from Baku to Moscow is also cancelled!! I do not understand why the hell to cancel the flight that is after 14 days in such manner! Even not contacting with passenger. Plus, in the flight that I had to get in again with Aeroflot, they took my 40 lbs. backpack to baggage with threatening me if I do not give baggage they will get me out of plane. The reason they gave for such behaviour was my baggage being massive! 40 lbs. backpack!! Overall, people, please do not fly with Aeroflot. They treated me very inhumane that I cannot still get rid of its effect.
This is most horrible experienced we had encountered. First, our flight got rescheduled due visa requirements. Rebooking fee is ridiculous amount of money. And on top of that original bookings we had 2 free luggage, now it change to 1 free luggage only which is crazy again to pay so much money. Second, our flight got delayed and to transfer in Moscow it's awful. We are running like a lunatic to catch the connecting flight. Our gate was changed to 49 instead of 42. Third, our luggage was lost. It takes forever to find it and we ended up reporting lost baggage and again forever to process. I was so nervous because I have all the important items on my luggage. Fourth, going back to NY same problem - got delayed and we are lunatic again to catch the connecting flight. Also the food is horrible. The pasta is no taste, overcooked.
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