Aeroflot Reviews

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.

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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."

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!

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.

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.

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.

c) How can Aeroflot charge twice for the same booking without even intimating and refunding the amount to existing passenger?

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.

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.

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.

We are very disappointed because that kind of behavior has not seen on any other flight ever. That kind of behavior does not belong to customer service. Our flight from Bangkok was late and continuation flight (Moscow to Finland) was already waiting for us when we landed. Aeroflot staff hurried us and told us to run to the next gate. At the same time, they took off our baggage identification tag from our papers. Our bags did not transfer to Finland on same flight with us and apparently if they cannot be found we will not get any repayment from our stuff because we don't have identification tags? Flight SU273 Bkk-Moscow 26.12.2015 was really bad experience. Other flights with Aeroflot has been ok. I cannot recommend this airline anymore to anybody.

Nobody wanted to help us, they simply don't have any representatives at the airport. I was lost. I did not know where to run and what to do. The lady at the airport information desk was able to connect me with the gate representatives, something sweeping floor representative could have done, and the person said that he has 300 passengers to take care of and they cannot help us. Not mentioning my mom almost had a heart attack, when it all happened, because we did not expect this sort of indifference and simple rudeness. We used this company multiple times a year. We had pretty bad experience with them last year when same flight was delayed by over 24 hours. And this time around we were 3 minutes late and they could not do anything to help. Well, it's definitely the last time we bought their tickets, especially now I know they cannot do anything with the ticket if unexpected things happen.

When I received my luggage in Dusseldorf, it seemed that it had been opened. I just checked my stuffs visually. I had covered my objects with 2 big jackets and I found them like before. Then I thought, "Ok, in such a long trip something like this might happen," and since I had not enough time to control all things in details I rushed out of airport.

When I got home, I understood that whatever valuable or eye-catching that I had in my suitcase had been stolen. Unfortunately I had a set of jewelry and gold in my luggage which I'd tried to hide them to be safe. Also I had various party dresses. Surprisingly "dear thief" had chosen among them! Of course all jewelries and some of dresses! It seems that he/she has had enough time and has felt secure to go through people's stuffs and found his/her favorite ones!

I tried to call airline. No one answered me. I sent an email and described my situation. I received just a simple "Sorry." I offered a detailed list of my missed objects and asked them to control their cameras, not for me but for their reputation. Except that "Sorry" I did not receive any other emails. Till now I sent many email with different subjects for different department of Aeroflot. They even did not reply. It seems that I am guilty not they and it is a normal behavior from staffs of this airline. To me it was a lesson: Before choosing an airline pay attention to their sense of responsibility and their ethical reputation before the price. Unfortunately Russian got failed.

Secondly, during the return journey on 26th Sept from London airport at the Aeroflot ticket counter the lady agent took almost 20 minutes just to issue our boarding pass. We were not happy about waiting so long at the ticket counter but we didn't react to this as there was little we could say and even less that we could do. The third issue that we faced shows how pathetic their airport management is. While taking the connecting flight (during the return journey) at Moscow, we were again troubled as their management were totally confused about the gate number for the flight to Dubai until the last moment.

While the lady rep diverting the customers for connecting flight informed us of the changes in the gate number of our flight, the LED display board showed us the same gate number as shown in the ticket. When we reached the suggested gate number, the boarding staff told us to wait after seeing the ticket as passengers for another flight were being boarded. Even 25 mins prior to boarding, the staff insisted us to wait. When we checked the display board again, the gate number shown got changed but this time to a third number. When we informed this to the staff they still insisted to wait. We were restless so tried checking another gate and guess what??? This was it!!! We were among the last to get boarded. Not to forget, we had to walk a kilometer inside the Moscow airport to reach the first gate and then the second gate was also around 200 meters away.

And the story is not over yet. At the London airport, we requested the lady agent who had issued the boarding tickets to provide us window seats. Though she acknowledged our request and agreed to provide the same, we only got window seats for the first leg of our journey (i.e London to Moscow) while the seats in the connecting flight were booked in two different rows and both being the middle seat on the opposite side (18 E and 19 B). Wowwww. I really can't believe she did this and did not even informed us. This was a real shock to us after all what we experienced. Furthermore, we found that there were many other couples in the same flight who got middle seats in a different row.

Just to conclude, I have never had such a terrible experience with any airlines before and I can't believe this happened to us. I really don't know how would Aeroflot team compensate us for this entire episode but the least they can do is to provide us the full refund of our tickets.

Again I advise them that I am a resident of Denmark and sent a copy of resident card. Even I had back to Denmark on 26th July to attend my job. But to great surprise, I again got reply that claim is rejected as I am a holding Indian passport. They have not bothered to see my proof of residency and trying to cheat customers to save their money. I am looking into option to write to regulatory body to take action and also file a suit for delayed baggage claim as well as loss of business.

So we waited at the airport and 1 hour before we again asked about our luggages. The woman called somewhere again she said "they are picking but I'll call them again so you can wait for your flight." And while we were getting aboard we asked again and she naturally said "ahh! Your luggages hadn't translated to our plane." She called someone else and we started talking with him. He said because our last destination in St. Petersburg we could make a lost claim in St. Petersburg and he'll be trying to get our luggages in one day. And we got to Moscow in case of misunderstanding we waited for our luggages and also there was a woman from Aeroflot to take us to the domestic flight and the passengers that'll take the same flight as well as us.

So we told her our story but she couldn't understand English and after every passenger got their luggage and when our luggages again didn't show up we all went to the other terminal in the lead of women who works for Aeroflot. And when came to check-in place she sent us to the gate cause we had already gotten our boarding pass and we didn't have any luggages and then we came to St. Petersburg and we made a report about our lost. But when we went to St. Petersburg airport after 3 days from our lost, a member of AEROFLOT company said to us, (and I should state that he was really rude to us) "you should have claimed this in Moscow." And we said that "your colleagues in Istanbul said to us that we must do this inform in our final destination. That means your company misinformed us." After 5 days our baggages arrived to St. Petersburg (after when we accepted to pay for customs service).

And at last they made us to pay custom service approximately 200 EUROS for 45kg luggage!! Isn't this madness?? We were victims and we paid them also!! But when we were taking our luggages a worker of the lost and found said to us that "you will probably get your money back because this is not your problem. They should have told you this." The problem is THEY SAID NOTHING to us. THEY DIDN'T INFORM US BUT THEY INFORMED US WRONG AND WE BELIEVED THEM. YES, THIS WAS OUR FAULT. If anybody from Aeroflot reading this complaint, we want an explanation and take our money back. And you can find the copy of the file reference, proof of custom payment, damage claim, baggage ticket and boarding passes.

I had to call my bank in the US and make sure they won't block the transactions, still wasn't able to pay for all the tickets. We ended up going to their local DC office, guess what the lady said "your names are incorrect - last name is in the place of the first name..." etc... "you have to pay 50 Euro for each ticket to fix" WHAT? Wow! I heard so much about Russian lies and corruption, but to that extend? You won't see anywhere else on this planet! Anyways we had no choice but to pay for it.

I would never, never recommend anyone to use the Aeroflot services. Guess why are they cheap, because they have a cheap uneducated labor working for them, who barely speak even English being held on the US help lines, or the worse - they don't know that the LAST NAME is NOT A FIRST NAME, IT IS THE SURNAME of that person... :) l hope Aeroflot will read this. To all readers, save your nerves, pay more and fly with a different airlines, it is totally not worth it to even try the Aeroflot.

Stupidly, after 90 days I was informed that AEROFLOT is going to return me only 220 $!!!! I will go to Seoul police office, and I will sue this FUNNY airline. But I also want to spread this news so that other people may know about this airline. I also hope someone responsible from AEROFLOT may do something about this problem otherwise I will keep posting this message on all of my weblogs and social networks.

After waiting for 15 hours, I spoke to the lady at the boarding pass to check if our luggage were on board before boarding the flight! Everyone at the boarding gate was extremely rude, and no one responded to us. We had no Shenghen visa stamped on our passports, so we couldn't exit the international boarders of the passport control to meet anyone at the Aeroflot counter!! And no one from their counter would even respond to my roaming calls to help us catch the second 2 flights they had to Moscow. After arriving to MOSCOW eventually, to my surprise, my 2 luggages never reached SVO's airport in Moscow. We had spent my entire 5 days in Russia with no clothes and no luggage. We still have NO INFORMATION ABOUT OUR LUGGAGE UNTIL THIS MOMENT. I have filled and attached the Customs Claim Form which I had to fill out at SVO airport after I have lost my luggage. Kept calling them almost 10 times everyday and they never answer. When they do, they reply rudely that we have no information!

In addition to all the above, our initial tickets on Aeroflot which I had booked and paid for (Attached herewith) were cancelled. We had to do a new one way booking from Moscow (SVO) - St. Petersburg (LED) - Beirut (BEY) again! And pay Aeroflot $900 USD again per ticket to keep ours and return back to Beirut! So we had to pay $5,000 for 2 passengers tickets!!!!

I requested them kindly to compensate us on the following: Compensation for losing our bags for 10 days. I had to repurchase everything during my stay in Moscow, WHICH I CLAIMED AT THE CUSTOMS IN SVO MOSCOW. OUR REFERENCE NUMBER IS **. EACH LUGGAGE WAS WORTH $10,000 USD. (Still NO INFORMATION ON THE BAG). EXPENSES FOR SHOPPING IN RUSSIA SINCE WE ARRIVED WITH NO LUGGAGE!!!! COMPENSATE FOR AT LEAST 10,000 USD FOR 2 PASSENGERS. Clothes, underwear, jackets, shoes, vanity kits, roaming telephone expenses etc. Compensate on waiting at the airport for 15 hours because no one would bother to meet us at the transfer desk at Malpensa to board us on the upcoming flights, even though we were on Business Class. Thus, a refund of my purchased ticket. Compensate on the roaming telephone expenses that I had to pay to get in touch with an Aeroflot representative at Malpensa, and the calls I had to call the airport to follow up with the lost luggage! In other words, I have never been compensated for a Dollar, they never took the courtesy to respond to my calls, messages, emails. And my luggage are still lost!

Since I had booked 2 tickets I have to pay $200 penalty fee. I was pretty shocked. I was nicely asking to reduce the fee to at least $100 BUT Aeroflot doesn't do exceptions for their customers. But not only that, at CALL CENTER girls are rudest people ever were giving me an attitude and when I asked to speak to the manager, I was told that all my questions were answered and that they won't transfer me over managers. And there is a "MANAGER" who doesn't speak to the customers. SO I AM WONDERING WHAT THE HELL DOES AEROFLOT NEED A MANAGER/SUPERVISOR IF HE/SHE DOESN'T SPEAK TO THE CLIENTS?????

Just terrible customer service, terrible company and I would never EVER book a ticket with them again and would NEVER recommend to anybody to deal with them!!!!!! Stay away or God forbid you will have an emergency situation. AEROFLOT doesn't understand its' clients. Oh, not only that, I was also told that next time I should get a Premium Business class tickets instead of budget economy class, so I will be able to change the date for free. SERIOUSLY??? If I would have $ for PREMIUM class ticket, you think I would mind to pay $100 penalty fee. USE THE LOGIC!!!

I don't know why but Aeroflot changed the lounge, the Amber lounge instead of Classica. Maybe you can tell them that I am disappointed and expected more service. The penalty is less 800 ruble, that is good service. But, I still think that I am not wrong. Minimum, we are both wrong. I learned my lesson and do not wait anymore and would act earlier. My question is what did Aeroflot learn?

This is what I want: my 800 ruble back; I want to go with my wife to Australia in 18 months and I need more Air miles. Maybe you can do something back for my little money damage but a bigger social damage, 6 hrs delay. I want to go home to my family.

March 18, Sunday at Vladivostok. I called Aeroflot but they refused to make a new reservation for the change of ticket. They say it is not possible since I already made a reservation. I asked again, but no new reservation can be made. I wait until Monday. March 19, Monday, Vladivostok: I went to the Aeroflot office in Vladivostok, and when I walked in there are about 40 to 50 people packed in the office where 2 ladies are working at the desk (place for 3). I make video recording of this which is available on YouTube under "Aeroflot Service March 2012.” We entered this office about 2.30 pm. The office closes at 6.00. I call to Aeroflot and they said it is possible to make new reservation, which I do. The fee of 100 euros is still available and I need to pay this in one of the offices (Vladivostok or Airport Artom) within 24 hours to be assured of the fee of 100 euros. I went out of the office and returned at about 5.30 pm. The lady who was waiting in front of us around 2.30 still has 9 persons in front of her. I tried to talk to the manager, but she does not want to reply.

March 20, Tuesday at Artom Airport. I take the bus from Vladivostok to Artom Airport and arrive at the office of Aeroflot at the airport after 1.15 hours at about 1.35 pm. The lady behind the desk informs me to wait 30 minutes so she can help passengers of upcoming flights first (nice for them). After this period, she wants to help us, but her system cannot process the request of payment. She called Aeroflot and at 3 pm she can accept our payment. The credit card machine is not working and I can only pay in cash. I paid and I changed my flight by being able to pay after 4 days. I called Aeroflot to discuss this situation right after I paid and while explaining my situation to the man over the phone, he ended the phone call.

I assumed the Web mistake occurred and decided to contact Aeroflot. (3/a) I waited for morning in Moscow and called Aeroflot (according to my Google account on 5/18/11, 11:56 pm which was 7.56 am by Moscow time) requesting to correct the website mistake. (b) The lady whose name was Natasha (if I can recollect correctly) replied the ticket was non-refundable, and even in the case of mistake, they cannot do anything. I asked for a manager, she said the manager was not there, but the manager would not be able to help, anyway. Her tone was rude. (4) I applied for dispute with American Express. They couldn't help, either because Aeroflot told them the ticket was non-refundable. AmEx advised me to use the third party. (5) I contacted Aeroflot several times from Ukraine and Russia after that, but all the time the lines were busy, or I got disconnected. I did not use the ticket, at all.

This was annoying in itself but not the main issue. I requested a vegetarian meal, and had this verified prior to the initial cancellation of my flight. No one at Aeroflot bothered to transfer this request to the replacement flight and that flight didn't carry any vegetarian meals. So I didn't eat on the flight and on complaining at the Aeroflot desk at Moscow airport, received some meal tokens to spend in the airport.

However, the value of the tokens was pathetic by any measure. The only eatery open was TGI Fridays and the only vegetarian option there was soup, which I ordered with a glass of orange juice. These two meagre items not only came to more than the amount I had in tokens but required me to pay several Euros too! Just to add insult to injury, this event happened nearly a year ago and repeated emails to Aeroflop are ignored and occasionally referred to some other department that proceeds to ignore them. Also the level of English of Aeroflot staff is terrible for the international airline.

I got involved since the man did not speak good English assuming that the Chinese check-in officer did not say euro but RMB. I was wrong. He was in fact asking for 280 euro! The customer left screaming and opening his luggage to get some stuff out. I went to check in with my business partner and for 45 kilos total weight (for 2 passengers) we were informed that the excess 5 kilos would cost 200 US dollars (this time the currency had changed!) I complained, realizing that the Chinese man was making money from this as he was the oldest of all 8 check-in officers and had replaced a young girl by sending her somewhere else while she was checking passengers in.

And I noticed that all other 7 lines had no such problems. Obviously he was in charge. I refused and asked why it costs so much. He said in good English that Aeroflot had such high tariffs for excess weight. He refused to let us fly unless we paid. I refused again asking for an official from Aeroflot to confirm it. He told us there was none there. We were in this mans mercy! It was $200 or Christmas in Beijing, China. I told him I would rather get rid of some of my clothes,and he told me it was not his problem. So we had to leave some of our clothes (4 pairs of jeans, 4 blouses, a bag of underwear) in a bin in the airport and wear 2 jackets each and 3 sweat shirts! Then we could fly. Where was Aeroflot? How much should I have paid for 5 kilos? What will you do about it?

Last time I was in Belarus, they informed me that they stop administering stamps in Belarusian passports and it never was a problem for me, while I was trying to leave my country, Belarus, on multiple occasions previously to travel through Germany of Poland. However, this time I was denied the entrance to a supposedly friendly country, Russia, even though my country, which is Belarus, doesn't seem to have a problem with me coming home as desired. I understand that different countries have different policies and regulations; therefore, I will keep this newly learned lesson in my mind for my future travels.

In the mean time, I would like to receive the full refund of the unused ticket, I do not wish to receive any credit, since I do not plan to fly Aeroflot in the future. I also have to comment on a representative from Aeroflot in Los Angeles, he was very helpful and he provided a very professional way of dealing with my problem. I do not know his last name, but his first name is Karen. Thank you Karen for being there when disgruntled and mostly upset passengers feel extremely helpless! As I am writing this letter to you, I am also copying this message to a Belarusian embassy representative for their future consideration.

When I arrived in Moscow, I was unable to pass the transfers desk as I and the other 4 travelers to Shanghai were on a list indicating that we would spend the night in Moscow and leave at 8 PM the next day. This is despite the fact we were in plenty of time for the Beijing flight at 10 PM the same night, which would have gotten us to Shanghai the next morning/afternoon. Instead, we were forced to go to the transit section of the Novotel hotel for almost 24 hours--where we were forced to share a room with a stranger, provided with one bottle of water for the entire time, and given two inadequate (some of the food was rotten) meals at improper times.

We arrived at the hotel around 10 PM but were offered no dinner since we had sat at the airport for 2-3 hours (in a zone which did not have access to food or drinks), waiting to be moved to the hotel, we had missed dinner. The worst part of the entire process was that no apologies were offered or even friendliness on the part of the staff. Instead, we were treated as if it was our fault to have been stuck in that situation. This was all took place on December 25, which is Christmas Day in western countries.

I cannot believe that the Skyteam alliance allows Aeroflot to be a member, and especially to codeshare with airlines like KLM or Delta who provide excellent service and would never subject a traveler to such events. I would never have chosen Aeroflot was it not for its membership in the Skyteam alliance which gave me faith that I would be treated the same as other Skyteam airlines. Other airlines would have provided a business class upgrade on the next leg of the flight (the business class was almost empty), as well as free frequent flier miles or a flight voucher. Aeroflot has not even offered an apology.

and lot of inconvenience. Our luggage was sent back from Delhi to MOscow to new york to atlanta to philadelphia and arrived damaged condition. We had to forgo our 5 weeks vacation were terrified lost a bundle of money. All because of Aeroflots fault