written by tiredamerican on 29/06/2015
My wife and I flew on Aeroflot recently. Considering what we experienced, I am more than a little surprised at the comments on this site. The plane was new and clean, the staff was courteous and helpful, the food was good, the flight was on time, our baggage arrived when we did. In addition, the price for our trip was reasonable to say the least. I think the comments here simply confirm my belief that in most cases people will not bother to report a favorable experience, instead only those who have an unfortunate one take the time and expend the energy to write a review or you might say vent. I would certainly recommend this airline without hesitation.
written by Ortizza1968 on 15/06/2015
Positive experience . We flew with them 3 times already from Europe to USA. Never had any issues, space between seats are small but not too much difference between SAS airlines or Finnair.
written by irineary on 26/08/2014
I called that a pure robbery. When I cancelled tickets, they promissed to put my money back to account in 30 days (minus cancellation fees). They never did that. I spent several hours on the phone. After half a year discussion over the phone, they finally they came up with the new answer - they informed me that my tickets are not refundable. All foreign tickets are not refundable. When I ask them to send it to me in written, they said they cannot, we can see that rule only when you actually booked the the tickets, otherwise that rule invisible. I call that a pure robbery.
written by jenn360 on 22/01/2014
most important reason: my luggage was stolen. we flied from HKG to MUC and had 3 hours for transferring. when I got my suitcase, the suitcase didn't look broken or anything peculiar. I first noticed that my luggage was stolen when i opened the suitcase and cleaned up my stuff. It was a camera worth 500 USD, with important pictures in it, like family reunion pictures. other reasons: 1. the staff are unfriendly. 2. toilette was dirty during the flight and there was no toilette paper, no paper towel no toilette seat cover left in the middle of the flight. Nobody replenished them. 3. transferring at Moscow airport is horrible. Moscow airport requires passport control and security check. For our case there were approximately 150 guests who needed to transfer to international flights. There was exactly 1 person who did passport control and one machine for security check. I'd never suggest anyone taking aeroflot.
written by on 16/08/2013
On Friday 9 August, I took a flight from Dubai to LAX via SVO. When I got home all but one of my Victoria Secret bras were missing from my checked bag. I contacted Aeroflot via email notifying them if the theft and requesting reimbursement. I am awaiting their response. Will update once this issue is resolved.
written by on 08/07/2013
2 hours delay and staff at connection desk couldnt handle the informations. On board staff was rude and tired.
Written on: 02/10/2013
Oh my goodness!!! Two hours delay! That's unheard of in aviation! Longest delay I've ever heard of! Definitely the reason to give one star. :-))) They "couldn't handle the informations"? Or you couldn't speaky English? And didn't listen to the announcements? And yes, the "board staff" is usually very tired. Of people who think the whole world should revolve around them just because they (OMG!) paid for their ticket. Over 2 billion people travel by air every year. You're just ONE of them. Act accordingly.
The more I read these comments, the more I realize they are aimed at how people perceive the world around them in general rather than at the airline itself. Well... you only reap what you sow.
written by flyingchick123 on 04/03/2013
I flew Aeroflot from AMS to PEK. The flight was cheaper than other flights, but it was not worth the money saved. The seats have less leg room than other airlines, I fly around 10 times a year and these were the smallest, most uncomfortable seats I have ever sat in and I am only 5'4 / 163 cm. The staff does not speak English, but they were professional. The food was atrocious and the beverages were fine, but I would like to see anyone screw up an apple juice. The inflight entertainment is almost nonexistent, playing old Tom and Jerry reruns on shared tvs in the aisles. I would not recommend Aeroflot to anyone, including people I dislike. If I had known that passengers often have items stolen from their checked luggage, I would not have flown Aeroflot. Though an item of sentimental value was taken from my luggage, at least it was not very expensive. Make sure you don't pack anything valuable in the checked luggage, or it may negate your intention to save money by flying Aeroflot.
written by on 19/06/2012
I hated the experience with aeroflot its because we spent over 1 day congested in the airport there was no organisation at all in the airport and the entertainment system broke down in the flight...
written by BrittAB on 16/05/2012
I am an American citizen traveling with a service animal as requested by my doctor. I am leaving JFK with a stop in Moscow and my final destination to Larnaca, CY all with Aeroflot. My service dog is not allowed on board in the cabin because I am not blind? They are only allowed to confirm the reservation with him in the luggage compartment for 15 hours and they will not allow me to speak with a supervisor and will hangup without further explanation. THE WORST!!!
written by on 08/04/2012
fly alot in europe with airoflot because life in russia.can take also other compagny but for me (i am from holland) the foot is good and there are not somuch delay like exemple austrian airlines. long flights (exemple homgkong or new york) are good and enough conferteble. economic class. yes you have to pay for your beer , yes you still get good warm foot.
written by jeedee on 01/04/2012
Yesterday I would fly from Amsterdam to Hanoi with a stop in Moscow. All arranged by Aeroflot. However we had delay at Amsterdam because of overbooking. We stranded at Moscow. Now one day later I'm still in Moscow. The Aeroflot company didn't show up with any excuses or explanation. They didn't show their face at all, although we asked many times! Together with 10 other people we were guarded to a non visa area in a nearby hotel. We received no single communication, new boarding pass and service is lacking. We're not even allowed to leave our hotelroom as we are treathed like prisoners right at this moment. Yes, there is one internetconnection, so I can write this review right now, but thats it. 3 times a day we have a simple cheap meal served in a small room away from other guests. Only water, tea and coffee are served. Still no sign of Aeroflot within the last 36 hours! Reaching them is almost impossible because of the busy telephonelines here. When you reach one of those guys they can't tell you anything or the only speak Russian. The hotel guard explains me that lost passengers arrive here every day and that this is very common for Aeroflot. Therefore this part of the hotel is used as non-visa area for lost Aeroflot passengers every day. In this hotel we also met people from other fligths who experienced the same like people flying to Geneve, Tokyo and Madrid. The whole service is horrible but the worst part is that really nobody cares about you! Don't expect any service or any communication at all. We also didn't received our luggage although it's still here on the airport. So be aware and better don't book a flight with Aeroflot, expecially no flight with a stop at Moscow. Big chance that you end up like we did today.
Written on: 17/04/2012
We were on the same flight. EVERYTHING the writer of this comment wrote was TRUE.
No one of Aeroflot did anything of any kind of service. We were continuously threatened by more ore less drunk "security"-persons (pretending to speak only Russian- with the exception that they told again an again "You are illegally in Russia"). When my wife tried to get in contact with the hotel-reception she was violently hold back by one of these guys.
When we tried to get in contact to Aeroflot by phone the Aeroflot-people repeatedly simply smashed their telephone-receiver. We were completely unaware of the things going on.
Phonecalls to outside were forbidden to us! During our 24-hour-stay in the
"prison-department" of the Novotel near to the airport we had no one second of breathing some fresh air. Our food provided by Aeroflot was low beyond the cheapest youthhostel-standard. If someone wished to drink something else than mediocre water , simple-tea or unenjoyable coffee, he could call the room-service of the Novotel and pay luxury-prizes for standard-beverages (i.e.
about 9 EUR for one small bottle of beer)-
At the end Aeroflot booked us for a flight to Saigon (distance to Hanoi about
2000 Km !!) on the next day and aditionally for a flight by Vietnamese Airlines from Saigon to Hanoi). When we arrived in Hanoi with a delay of 31 hours we had to find out that all our luggage still indeed was...yes-...-in Moscow-!! .Of course we didn´t get this news by any Aeroflot-person (everything of Aeroflot was closed in the Hanoi-Airport), but by the very friendly (!!)Vietnamese staff-members of the lost-and-found-counter at Hanoi Airport. These people promised us to deliver the luggage to our hotel. After 55 hours we received our suitcases.
written by on 06/02/2012
Never ever stop in Moscow!!! Although we had 1.5 hours time to change to our connecting flight, they kept us there for one night on both the way there and back and we lost 24 hours each time. They locked us up on the third floor of the Novotel and all we could do is ordering drinks on the room at a ridiculous rate of exchange (no CC). I'm pretty sure that the ground staff at the airport has a deal with the hotel. They don't let the passengers pass, the Airline pays for the hotel and the passengers spend their dollars in the hotel as they have no other choice. Any complaints so far to Aeroschrott remained unanswered. Dear travellers, do yourselves a favour, avoid Aeroflot, avoid Moscow and avoid Russia unless you wonna deal with criminals!
written by on 31/01/2012
My flight from London to Delhi (via Moscow) was cancelled on the day of departure. They put me on an alternate flight on the same route that departed several hours later and included a 12 hour stop in Moscow rather than a 3 hour one. This was annoying in itself but not the main issue. I requested a Vegetarian meal, and had this verified prior to the initial cancellation of my flight. No one at Aeroflot bothered to transfer this request to the replacement flight and that flight didn't carry any vegetarian meals. So I didn't eat on the flight and on complaining at the Aeroflot desk at Moscow airport received some meal tokens to spend in the airport. However the value of the tokens was pathetic by any measure. The only eatery open was TGI Fridays and the only vegetarian option there was soup, which I ordered with a glass of orange juice. These two meagre items not only came to more than the amount I had in tokens but required me to pay several Euros too! Just to add insult to injury this event happened nearly a YEAR ago and repeated emails to Aeroflop are ignored and occasionally referred to some other department that proceeds to ignore them. Also the level of English of Aeroflot staff is terrible for an international airline.
written by on 21/01/2011
If you are Iranian and thinking of going to Tehran through LA - Moscow - Tehran pls rethink, we had the worst experience with this airline, I dont know where to start but in general you better spend few hundred and go with other airlines if the price is your only motive, you will regret you didnt list to me!
I bought out tickets 3 months in advance, it was around $200 less than lufthansa (which was an okay and old flight we used a year before, just to say I visit Iran almost every year as I have old parents living there) upon checkin we have been charged $100 for our luggage(very stringent policirs) so they will cheat you as much as they can to get the money you have saved back .
during the booking their system crashed!!! I was not able to select my seats so I called and in my surprise no body could speak english !!!!
one day before the flight I had a lady calling me from Moscow, telling me my termina in moscoew is changed to yey ... I asked what and she couldn't explain ... finally I leaned YEY means E in Russian !!!!
Food was horrible, we refused to eat them all the way as the %$^^ airline kept giving us same food (3 times) a tasteless horrible Fish
The plane was okay and seemed nice, I liked the fact that seats had USB connector so I could charge my Ipad and Iphone
the flight attendants were extremly unfriendly and rude... this was and will be my last flish with AeroFlot, I was planning to visit them during Olympic 2014.... honestly there is no fun flying there with their airline... just stay away from it
Written on: 10/10/2011
This is a very unfair review. Let's see.
EVERY airline charges extra for extra luggage. Including Lufthansa. You pay an extra $50 for every extra suitcase. You bought the cheapest tickets and expected first class amenities?
Flight attendants RUDE!? I seriously doubt that. I flew all summer with Aeroflot and I've seen them next to babysitting every passenger, finding more comfortable seats, literally babysitting small kids, helping those who're afraid to fly. I suppose you were simply rude to them - the posh Iranian American wanting super service but too cheap to pay the price.
My advice to you - stop pretending to be an oil tycoon and GET A LIFE!
PS Thank you for not coming to Sochi. We don't need rude people.
Written on: 01/10/2013
Dear Madam/Sir
I suggest you and your colleagues (I mean the other Aeroflot crews because I think you are one the Aeroflot members) instead of insulting the commentators from the other countries (like Iranian, Indian, American…) read the comments carefully and (by example like Chinese people) be smart and rectify your weakness. If several people said the crew was rude and you think they are not seems that the “Rude” definition is different in your country.
Anyhow as you stipulated at the end of your comments it is true that “You don't need rude people” because apparently you have a lot in Sochi!!! And I believe whereas nowadays the Communism is expired, if somebody likes to increase his airline he needs people and not the governmental support. Therefore you should listen and do your corrective action and do not insult us( I also read your other comments to other people).
PS I recommend you to travel with the other airlines and then you should compare them to the Aeroflot. Please grow up!
Written on: 02/10/2013
Yeah, right! Anyone disagreeing with a cranky comment must be an airline employee. You know what. You don't like Aeroflot? You don't like Russia? DO! NOT! COME! Hook up with the Iranian above and have a nice holiday in Tehran. Good luck!
Written on: 07/10/2013
Dear Badaboom
How did you find me Iranian? Who said that we don’t like Russia or Aeroflot?
My comment is that your method to defend the Aeroflot is not suitable even maybe get ended in a dispute. I love Russia and Russian people. I am a customer of Aeroflot as well and will be happy to have a better service from this airline. Whereas I'm a frequent traveler I have to fly with different airlines. I wish you and your friends more improvement but please remember that the customer satisfaction shall be the first aim of airlines and could not be reached by such argument.
Good luck
Written on: 07/10/2013
Whatever! Aeroflot has wonderful customer satisfaction rates anyway. And if you still think I work for them, I'm telling you "we" don't care about your personal satisfation. And if you give me your name, I'll put it on a special list and next time will treat you even worse! AH, DARN! I forgot - you'll never fly Aeroflot again... dayem. We just lost a customer! BOOHOO! Oh, well, "we" don't need to be nice to you anymore. COOL!
PS If you think you're cleverer than me, think about this - how many people go to a website to PRAISE a company? And how many go to complain about it?
written by on 16/01/2011
It was the most tragic journey I have ever had. My vaccation was a complete disaster, thanks to Aeroflot. I had booked a return ticket with them, obviously unaware of their horrible, horrible service then, and had to suffer the conciquences. I boarded 4 aircrafts with Aeroflot, London to Moscow and Moscow to Delhi and a return Delhi to Moscow and Moscow to London, not a single flight was on time. I had to face a minimum to half an hour delay to a maximum of 1 and a half hour delay. The stewards couldn't speak proper english, they mostly spoke Russian language even though they were flying out of UK and flying in-to India. Disgusting food. They would run out of choices in food(chicken or fish with boiled rice and a spoonful of veg.) pretty soon and give you, mind it 'give you' not serve you, whatever they have left. Now about their reliablity, I missed my return flight with Aeroflot from Delhi to London via. Moscow due to a missconnection and a sever delay in domestic flight so I was given a confirmation by the Aeroflot staff and the staff of that domestic airline, that I had to now board a flight which was 2 days later to Moscow, and from there on to London. I was fine with it as the domestic airline due to which I had missed Intenational flight agreed to keep me in a hotel till then. Now on the day (midnight actually) when I had to take my flight to Moscow the ground staff gave me a ticket only till Moscow saying "I'm checking-in your luggage till London but will only be able to give a boarding pass till Moscow, for the further connection you'll get a boarding pass from Moscow airport." natually I disagreed to this so called arrangment and asked for the full boarding pass. But he repeated the same thing and said that you can show them your luggage slip if they dont give you a boarding pass to London from Moscow. SO after a long argument I finally took the flight and landed in Moscow at 430 am local time. Here as I had expected, they refused me to give a boardig pass and asked to buy one for 300 pounds. I was told by their staff that I donot have a visa to enter thier country so either I buy one or they put me in Prison or send me back to Delhi. As shocked as I was, I was also angry and after a long fight during which she accused me of so many things and refused to speak to their staff in Delhi and also said "I don't care what Aeroflot staff told you in Delhi, its their business. This is Moscow and you are illegeal here. You and them in Delhi are going to be in deep trouble." Anyways to cut it all short, after I asked for IATA and the phone numbers of Indian and British Embassy, she did give me boarding pass of the flight to London at 830 in the evening which took off at 930pm. They had one flight going out at 1030am but she clearly said `I am not going to give you the boarding pass for 10 o`clock flight`
Written on: 10/10/2011
What happened to Kingfisher's and Air India's Dehli - London flights? Your own language, your own operator, your own country.
And YES, it's illegal to be in any country without a visa. Including India and UK. And YES, in winter a lot of flights get delayed, because there's a thing called SNOW in the air and on the ground. :-)
I had the exact same situation - flying IKT-SVO-PRG, PRG-CDG and then CDG-SVO-LED, checking in my luggage all the way through. Everything went very well.
I suppose the key word in your review is ANGRY. Always stay calm and polite and people will WANT to help you. Aeroflot rep in Paris blocked a whole ROW of seats for us when I simply complained I'm tired and tall. The same thing happened in Irkutsk and Moscow (twice).
Bottomline - if you want people to be nice to you, start with being nice to them. AND follow all formalities!
written by on 09/12/2010
As Excellent as it can be in todays air business.
written by on 19/09/2010
nightmare company, flew a connection between Shanghai to London via Moscow.
1> when I flew to china, my flight from London to Moscow was delayed, resulting in my being stuck in Moscow with no visa. The next flight to shanghai was 24 hours later. I stayed in a hotel which served terrible food. Majority of staff were not helpful and most would start pretending to not speak english is you ask how you can make a complaint. On top of all this, I was treated as a criminal and not allowed to see moscow being stuck there for 24 hours in a hotel room with a security gard down the hall.
2> same thing happened on my way back to London. this time the Hotel was even more run down. Luckly I was only delayed 14 hours instead of a whole day.
Written on: 10/10/2011
Do you realize this is an airline review and you're complaining about the hotel? :-))
AND I really want to see you trying to see London or Shanghai without a visa. :-) Want to see the city? Take your precious time to apply for a transit visa. Do your homework - and you won't have to whine on Internet forums. Good luck.
written by edsveta on 05/08/2010
Spotlessly clean and very comfortable on all 3 flights and food very tasty.
Would reccomend to all
written by on 19/07/2010
Do not ever fly with Aeroflot Russian Airlines!! Especially not if you have a stop in Moscow, Russia. The worst excperience ever! The staff couldn't speak any English and they didn't care about the customers at all and the airport is really bad! When we first got there we didn't get any help or information at all so we had no idea where to go or anything. From Bangkok we told them that we were going to Finland with one stop over at Moscow and that we wanted the lugage to go straight to Helsinki. Fine. When we came to Moscow we tried to ask the woman we got the boardingpass from, if they had our luggage from Bangkok, she didn't really say anything but we thought she understood.
After we boarded the flight to Helsinki we had to wait about an hour because they hadn't even packed the luggage to the plain.
And finally when we got to Helsinki they had lost our suitcases. And it was really complicated to get them back.
I have flown pretty much but I have NEVER been this upset, angry and dissapointed before! Nothing worked and no one helped us. I will never fly with a Russian airline again if there is a stop over at Moscow.
The plane was okay. Yhe service wasn't the best but not the worst either and the food was pretty good. The entertainment was really bad though.
Written on: 02/10/2013
So, the plane, the service and the food was pretty good. The only problem was lost luggage on the way HOME, where you have your clothes, skis, deer and everything. Your lost luggage was delivered to your home the following day. WHY were you so angry, upset and disappointed?
written by on 20/06/2010
Worst experience ever with longhaul flights. Aeroflot challenged our tickets on the return flight. didn't want to accept the e-ticket and said something about failed to print them out before we started the journey. had to call aeroflot in bangkok myself and complain before they let us fly back. however, they were only able to issue tickets to moscow, where we had to fight for tickets for the last leg of the journey. the flight was delayed by four hours. we had to stay overnight in moscow. very bad treatment, bad hotel. planes very old, no modern entertainment, noise from everywhere. the flights ruined the whole holiday experience.
Written on: 10/10/2011
I believe some of this is true. Maybe about the not printed tickets. The rest, I suspect, is just bad mood. Aeroflot uses NEW planes they lease from ILFC. On Vienna - Moscow leg they use new A320s. And if you don't like those, you don't like ANY plane. The leg room is huge, the seats are comfortable even for me with my over 6' height.
The hotel was bad because it was FREE. Want a nice hotel - PAY FOR IT. Why should ANY airline give you a nice hotel if you pay the bare minimum?
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As rated by our community of reviewers
Badaboom's Comment
Written on: 02/10/2013
Well? How did it go?
Skbdiva's Comment
Written on: 03/10/2013
Well Badaboom, I received a response to my email pretty quickly which was a good sign, or so I thought. I was told to gather the following and submit to Aeroflot's office in my area or mail to their headquarters in Russia which will in turn be forwarded to the cops for investigation: original damage report, list of the stolen items and price, original baggage tag and a copy of my ticket. Nothing was said of receipts (who keeps receipts for items purchased while on vacation?) I gathered all that they requested and two weeks ago dropped them off at the office. The lady in the office seemed irritated that I was making a claim for my stolen bras. She made multiple snide comments then finally told me that they needed the weight of the items and they needed receipts. I told her that the email outlining what I should submit did not ask for receipts and I did not have receipts but she can look on Victoria's Secret web site to find out the price of their bras. She asked me to write a note stating I did not have receipts. I complied, she took a copy of my ID (which I found strange) but complied again and left. Yesterday, I received a call from the office here in LA telling me that they cannot reimburse me for my stolen items because they need receipts. In frustration, I told her I did not bring the receipts home with me because I did not expect my bras to be stolen then I hung up on her.
The entire Aeroflot experience left a bitter taste in my mouth. We traveled with my 1 year old granddaughter and when we booked our flights we were told that we had to call Aeroflot to add her to the itinerary. We have done this multiple times on other airlines with my grandson when he was younger and now with his sister. We either call and added the infant or do it at check-in and pay a small fee. We called several times and were told to just add her at check in. When we got to the airport, they charged us an arm and leg for her ticket. When we inquired why it was so expensive we were told that we should have added her before so now she has to pay a % of available seats and the only seats available were first class. Us telling them that we tried to add her on several occasions before our departure date did not make a difference they were firm that we had to pay the fraction of a first class ticket.. We paid through our noses for the ticket and she did not even take up a seat!!! Customer service at its best! I will never fly Aeroflot EVER AGAIN and I will tell any one I hear say they plan to travel on Aeroflot to RUN, not walk, RUN to another airline!!
Badaboom's Comment
Written on: 03/10/2013
Yeah, this all sounds extremely rare. I have to admit I've never heard that things were stolen from the luggage. Delta usually steals the whole bag to save on paperwork. Outrageous. Aeroflot is sure unique in this aspect.
Well, I hope it'll never happen to you with another airline. Good luck!
Skbdiva's Comment
Written on: 04/10/2013
From all indications, this is definitely not a rare incident on Aeroflot. From reviews that I've read about the airline, other passengers have experienced the same thing!!