Aeroflot
Reviews and Complaints

Flight 103 from JFK to Moscow, on March 1, 2018. An African-American woman was checking us in, and started measuring all of our bags with a tape and, trying hard to press on the surface of the carry-on bag so that it would be too wide. But what shocked us was that she would let some people go on with much more extra weight and bigger dimensions. She discriminated selectively! Although we may not look russian, we are Russian citizens and have never seen anything like this! She was not wearing a name badge and would not give me her name. I approached the supervisor, her name was Bibi, she kept her head down all the time as I tried to explain the situation, while she arrogantly dismissed and ignored me. We only fly aeroflot because of exceptional service, culture and professionalism. The staff at JFK was certainly disgrace to our culture and company and I hope Aeroflot will have Russian staff providing deserving service.

On 9th february 2018 I flew from amsterdam to hanoi with aeroflot with flight number respectively su 2551 and su 0290, I arrived and was announced that my luggage was not placed in the plane in time so I would get it back at my door the next day. I filled in the form and waited and the local staff called me to deliver the luggage. But when he arrived he came with very bad attitude and asked me "why I did not go to the main street to get my luggage but let him ring my door bell?'. My house is in an alley which is 50m away from the main street. I could not imagine how he can be so rude to me and the agreement from his colleague the day before was to deliver at my door. I signed and got my luggage but after that I found out the gold flying blue card I attached to my luggage was gone! I am very much unhappy about this. Aeroflot crew on that flight had a long and tired trip as so many vietnamese coming home for new year holiday, I appreciate their effort to make the flight pleasant as much as they could. But I do believe the ground staff can work better and I do concern about my card whether it would go to bad person and what they would do with it. Hope to hear your response. Thank you! Diep phan

My name is david troiss aeroflot number [protected] - membership since 12 years. I and my collegue mr. Tomasz brys arrived with a delay with flight su235 10.02.2018 from delhi to moscow with a delay at 10:00 o´clock moscow time. We arrived the transfer desk at 10:10 o´clock asking for gate. Mrs. Alexsandra... (they are not allowed to say second name) after discussion up and down she said that we missed the airplain due to boarding is over at 10:20 o´clock - I said this is not possible that boarding for an a320 is over after 10 minutes - we have an important business meeting and ongoing trip - for us if we miss this flight create big troubles - finally she said we have to give our boarding passes (was for the flight to vienna at 10:50 o´clock) and that she has to rebook us. Finally we agreed and handed over and received new boarding pass for the flight su2356 at 15:20 o´clock to vienna. After all discussion we received new boarding passes and going through the security check, where was more people as before - we would be first. On the way to the aeroflot lounge we come to the gate for the flight at 10:50 o´clock ti vienna - still one family entered and it was written last call. I went to the boarding women julia and said about the situation - but nobody was responislb to do anything. The result it will create a lot of troubles to me and mr. Tomasz - after 12 years aeroflot client I am really disapointed... I see your airline now with different eyes.
Best regards
David troiss

Good afternoon! My name is [name removed] and I want to complain about my flight (from Moscow Sheremetevo to Bucharest, Otopeni) which has been delayed for more than 7 hours: 25 JAN.2018, SU2034N at 9:10. The supposed time of arrival in Romania was 11:25, and I have arrived at 18:10 local time in Bucharest, Romania

All started with the fact that when we arrived close to the aircraft, they did not open the doors of the bus and we had to wait almost 25 minutes in the bus standing without knowing anything. Eventually, the driver announced us that the plane is not ready yet that it has a technical problem and we have to go back to the terminal. We arrived back to the terminal and no one knew anything. After 20 minutes they told us that we will board again, at another gate. We did that, we got on the plane, when the pilot announces us that there is a technical problem and we are witing for an engineer to come and check. After 20 more minutes they have announced us that we have to go back again to the terminal. We came back, this time we have recieved a coupon for a free drink. We did not have the time to enjoy it because they have announced another boarding, apparently they have changed our plane. We arrive, the second time, on the plane, we almost took off, when again, technical problems appeared. At this point, three people from the plane left, they could not continue carrying their luggage back and forth, you can check that. So, we got back again to the terminal and this time we recieved a coupon of 1000 RUB. for a meal, and where I have tried at 3 restaurants to use it(because not all restaurants/caffees accept it) I finally managed to eat something, at 3 in the afternoon, after so many hours. Finally, they gave us a new boarding pass for another gate, for another plane and we arrived back home in Bucharest. And in Bucharest, when my luggage came, I have noticed that it was broken. What is more, I have lost my reservation for my transportation to my hometown, and I had to wait a few more hours in the airport. I have arrived home at 22:00.

I want from you a written apologise, to refound my ticket and luggage money, and for my lost reservation for Bucharest-Constanta, which was supposed to be at 12:30. I am waiting for a written reply on my email: [protected]@yahoo.com
You will find attached photos with my boarding passes and my luggage.

My boyfriend and I had bought our tickets from Aeroflot to head back to France from our long stay in China, both of us payed for two pieces of checked-in luggage each. His flight left four hours after mine, so he was not in the terminal until sometime later. We both ride skateboards/longboards and my boyfriend, having travelled to many international destinations with many different airlines (including Aeroflot) with his longboards, knew the rules about what could be allowed to be carried on the plane and then easily stored. Though to my surprise, arriving at the check-in counter, they told me that the longboard I was carrying would have to be checked-in as well and paid for as extra-large luggage (Over 300€) due to its length of about 1.10 meters…keep in mind this is a flat piece of wood essentially. They would not let me speak or even attempt to explain to them that I had come to China with an even larger longboard and it was no issue fitting with the baby carriages or instruments or other skateboards in the compartment dedicated to them at the front and back of the planes, or even behind the last row of seats; not to mention in hand luggage compartments over the seat. Yelling at me, telling me I would have to leave the longboard at the airport in China if I didn't pay, they then approached my two suitcases and charged me another 280€ for around a kilo on each suitcase. Having to catch my plane back home in 40 minutes, I had no choice but to pay both the fees and continued to rush to board the plane, still upset from the mistreatment.
Around four and a half hours later, my boyfriend arrived at the same airport, same check-in desk with two longboards (one electric) taped back to back. During check in, he was also confronted about the longboards, but after only a few words they accepted that he take the two longboards with him as another carry-on and with no extra charge. Both of his suitcases were also overweight, of over five kilos each. He was asked to pay a fine of merely 120€.
I truly cannot find any reason why I would have had to pay so much more and add an extra luggage when another customer had a minor fine and was allowed to bring double the amount of longboards on board of the plane, and for free!
I didn't mention the flight aspect but for the sake of the review, the only good aspect was footroom. Besides that, the hostesses avoid you as much as possible, the food is close to inedible and I do not remember them even passing with drinks.
This all happened in early September and I have contacted the customer services department of Aeroflot through many email exchanges in the past four months. They brought up the rules and said my board was bigger than specifications, so taking their rules I went to measure my board and found it was within specified limits, but when showing their proof of their mistake, instead of attempting to help me, the Deputy Head of Control of Coordination and Analysis himself essentially said that they would not admit their fault and that no reimbursement would be in order. This with no explanations as to why I was charged so much more compared to a customer merely four hours later. They have stopped responding to my emails for over a month now.
Essentially this was just a blatant act of discrimination with no remorse or help from the company at fault.
So don't fly with Aeroflot unless you enjoy getting ripped off or support this type of unfairness.

I finally have the strength to write this complaint. Part of my personal weakness and drain was directly related to the horrific experience I received with your Aroeflot airlines. Though I have flown with you many times before this I believe might be my last. I will be straight to the point. 'All' of my luggage was lost for 10 days. I got the Royal run around each day I called, spent hours on the phone, no one knew what was going on. Eventually it was attempted to deliver to the wrong address, it never came I had to go to main Areoflot office in Manhattan to pick it up myself which cost me more time parking in a lot, took a day off from work, luggage was damaged, personal items removed and repackaged. Give me one reason why I should ever fly your airlines again or not bad mouth your service to everyone I know or even don't know. You need to make this right for me, plain and simple, I am mortified as to how you have ruined my last 10 days running me around like a mouse in a lab experiment. I attach all documents as proof of claims.

Hello,

I'm sure you have heard from other customers about this flight.

A 10 hour flight where we had no entertainment! The private screens were not working throughout the entire jouney, which made for the most aweful flying experience.

I chose to fly with you because I believed that you are an experienced airline, that I could trust you and you would provide the ultimate flying experience.
I have to say that I am ultimately apalled by your performance.

Entertainment systems are a basic nowadays and the reason to fly with a proper airline and not a budget airline.

I demand a conpensation for your blunder.

Samuel Rothman

Dear sir or madam,
I purchased flight tickets for my parents from Aeroflot website. Tickets were all issued directly through Aeroflot (see attached documents). When my parents flew from Shanghai to Moscow on 17th Sep, the plane arrived at Moscow airport at 18:13 which is more than an hour delayed. So they couldn't make the scheduled transfer flight to Zurich. The transfer counter just changed their tickets to Zurich to 18th Sep at 10 o'clock. It means they need to stay in the airport for 16 hours. When I heard the news I contacted Aeroflot airline right away, after I explained they told me Aeroflot will in charge of the hotel and food since the stay will be more than 6 hours in the airport. They told me to send my parents to Aeroflot representative at terminal D floor 3. So my parents went there. Unfortunately after trying really hard to communicate with the workers there, they refused to help and find a solution. They only said it was the fault of China Eastern. We have to deal with them. So my parents went to China Eastern counter, they said the tickets are not issued by them so they can only can offer them to stay in the VIP room. Since there is no other place to go my parents have to stay there almost 16 hours.
I find it's extremely unfair and horrible that how your representative handled the situation. We bought tickets through Aeroflot not through China Eastern. And I was told from Aeroflot clearly that since I have all tickets issued by aeroflot sou Aeroflot will in charge of the hotel room and food in this situation. So I'm very disappointed to the service how Aeroflot behaved in the end.

I required the name of the worker who has refused to help my parents. Her name is Dao Thi Hong Nhung( see attached picture).

With the last hope and trust of Aeroflot, I'm sending you this email to tell you the whole story . I really hope I will get a fair respond and an explanation. Thank you for your time and looking forward to your reply.

Best regards

Florian Dornbierer

Hello! 

My name is     anahit Arabajyan     . I am one of the passengers of the Aeroflot flight #107 that flew from LAX on September 4th, at 4:05PM on Monday without me and a dozen of other passengers who waited for their turn to checkin since 2:30PM. 

We were standing in line and were refused service due to the irresponsibility of the airport and Aeroflot representatives who secured services to the passengers for the given fight. I was the second in the line and there were around a dozen of passengers who stood in line after me and waited to be served since 2:30 for around 40-50 minutes. 

We were told that the registration was to close at 3:15PM, while we were denied service even earlier, though we were waiting in line. There was a large group of African American/black musicians of about 12 people who were being served before us, and we were told that we will be served right after them, and there is still time and we should just wait.  

When the group of musicians left to landing we were told by one of the airport employees (of Indian origin) that the registration was closed and we could not fly and had to come back on September 5th. It is worth mentioning that there was no mention or loud announcement of the close of registration before that. They just closed the gate and left, leaving us standing in line and unaware of the fact that we are in the process of missing our flight. When one of the passengers approached him and asked what his name was, this airport employee of Indian origin refused to introduce himself. more over, he hid his badge and called the police officer on us. The police officer approached us and tried to find out the situation, and there should be a police report on today's incident, I suppose. 

That was quite shocking to hear this and we demanded that we should get the chance to check in and we still had time to get into the plane, it was still 3:05PM. We started demanded the airport representatives, but there was nobody to even talk to. The airport employee of Indian origin told us that the Aeroport representative could approach us only after the plane boarding, at around 4:30PM. The entire line of people stood there till five o]clock, demanding to be served and to be given the chance to flight. Shavarsh Petrosyan, the Aeroport representative showed up only after 5PM and did nothing to help us. He just began asking us questions about the situation and provided us with the emails of the Aeroflot administration to write a report.

We were left there standing like a group of orphans, not knowing who to turn to for help. The airport employees, who refused to even introduce themselves, were supposed to delay the plane boarding and accompany us to the plane, but he didn't do anything. We were left there, hopeless and neglected. 

All of us suffered financial losses, as there was nobody from Aeroflot to provide us with another flight, lest we lose our tickets. 

Due to the terrible work ethics of the above mentioned airport employees and the Aeroflot representatives, I had to suffer these financial losses, lost hotel reservations, had to pay double for a ticket, wasted time, could not work, was late from important meetings, may have issues with immigration services and other inconveniences.

Being a loyal passenger and client of Aeroflot, I am terribly disappointed in Aeroflot service, that I had a misfortune to be provided with. I expect and demand full compensation of my financial loses, as what happened today was at Aeroflot's fault and the employees of that company. 

When we landed at Delhi (Flight SU234 ) on 19/08/2017, my baggage (Tag no.
4555 SU 505022) did not arrive causing lot of hardship and resultant expenses
on telephone and courier charges. A Property Irregularity Report was filed at Delhi airport signed by your staff Mr.Ashish Kumar. The said baggage (Swiss Military make suitcase) was delivered to me after four days at my address in
badly damaged condition( pictures uploaded). It is evident that this bag is not
useable any more. Hence I must be compensated for the damages of INR 20, 000 immediately. I had earlier filed complaint on your website, but have not received any response.Please do revert. Thanks.,
Shivani Verma

Hello,
My name is Gali Nahar, passport number [protected]. I live in Israel and took a vacation to visit friends in VA, USA.
I flew with Aeroflot On July 1st from Tel Aviv to Moscaw- flight 505
and from moscaw to Dulles- flight 104.
In Ben Gurion airport I checked in 2 baggages. After my arrival in Dulles, my bigger suitecase was not found. Bag tag # was 295309. I had to spend a few hours in the airport looking for my suitcase and standing in a slow line which was very difficult for me after a very long flight. One of the workers who helped me to fill up the form, wrote on it a phone number([protected]) and told me I could call that number, but she said that someone named Nancy will call me and will let me know what was happening with my baggage. She also told me that the suitcase will probably arrive on the next flight from Moscow to Dulles the following Monday. I arrived to my destination in Buckingham, VA, without most of my stuff, basic personal items, clothes, shoes, medicines, vitamins, gifts and more. I could not attend to meetings or parties planed and could not even relax because of not knowing where was my personal stuff. Every day, a few times a day, I called the phone number I was given, but could not reach a human being, could only leave messages that were not answered. On July 6th I sent you an Email with my information and some description of the terrible experience I have been having without my stuff and asked to be compensated. I didn't get any reply.

This was my letter to Aeroflot from July 6th:
----------------------------------------------------------------------------------------------------
From: [protected]@yahoo.com
Date: July 6, 2017 at 11:46:31 PM GMT+3
To: [protected]@aeroflot.ru
Subject: lost suitcase- Gali Nahar
My name is Gali Nahar. I arrived to Washington in July 1st with Aeroflot. I need to know WHERE is MY SUITE CASE ? I didn't find it in Dulles and didn't get it yet!
I flew from Israel to Moscow and from Moscow to Washington.
from Israel with flight #su505.
From Moscow to Washington with flight #su104.
The baggage tag number is su295309

This has been a terrible experience not having my cloths, my shoes, my medicines, my vitamins, gifts and personal sentimental stuff. I must get compensation for this suffering!
I left phone messages every day at703 989 9641 and didn't get a reply.

More important- I need to know where is my baggage now and when will I get it back.
Please call [protected] and communicate with me.

Thank you
Gali Nahar
Passport #@ [protected]
--------------------------------------------------------------------------------------------------

Only on Friday, July 7th, a woman called from Aeroflot and said that my suitecase was found. She could not tell when I will finally get it. She said it could be Thesday, the 11th, or Wednesday, but she didnt know exactly.

My baggage finally arrived with Fedex on Tuesday July 11th. ( Please see photo below).

After 11 days of a lot of inconvinience, cancellations and worry, I finally got all my stuff but in the meantime my vacation didn't go as planed at all. It effected so much my stay, that I had to change my flight to a much earlier date and came back to Israel on Aug. 3 ( flight 105) instead of Aug. 28th.

I am a teacher who supports herself. All the expenses I had regarding my visit to USA and the stay came from my own savings from hard work. I am asking to be compensated for the terrible experience I had those 11 days, a situation that effected the rest of my stay and ruined my vacation.
Please consider my complain and pay me what I fairly and legaly deserve.
Thank you and I hope to hear from you soon.

Gali Nahar

My email address: [protected]@gmail.com
Phone number: [protected]

My wife flew on Aeroflot flight 122 from Moscow to JFK. Upon arrival one of her bags was missing. She filed a property Irregularity Report at JFK. She was told her bag would be arriving on a later flight; however JFK was not her final destination. She could not wait. They told her to call a number they provided the next day. We called and were told to call the next day after 11:00 am. We called that day but no answer. We tried several times that day and left messages but no return call. We tried to call the next several days with no answer or return call. I call another number 1441 and was told to call the orginal number and someone would answer. I did with no oned answered, i called the 1441 back and complain and he hung up the phone on me. I was unaware of the total lack of professionalism of this airline. I will never use this airline again and I am a member of their frequent flyer program!

Me and my girl friend took a flight with ypu on the 20.1 from mosscow to bangkok BKK, flight number SU 270.
Durring the flight the entertaining screen didnt work (all the flight). We askes the staff to help us and they tried to fix it for 5 min and than she told us that there is nothing they can do...
We spent the flight without any thing to do.. this screen was one of the reasons we choose to fly with this compony..i also wrote an email but got no answer from you this is the number 1-[protected]

Hello sir/mam,
my name is vikas patel and here is my contact number +1 [protected]. I live in usa and travelled from ny to delhi through moscow here I attached my tickets. we are 3 persons in flight from family.
in my iternary I requested meal must be a vegetarian for three of us but crew served non veg. and when I try to talk about this to crew than they behaved very rudely and told me to eat non veg or keep mum. I faced this both time but in return flight crew was very good they talk with me very calmly. I am very dissapointed about this flight. I never travel again in this airline. worst experience of my lyf.

Vikas patel,
614 w 8th st,
Erie, pa-16502

Dear All,
I have not been through such a traumatic condition earlier through any airlines. Briefing again all the trauma after my flight landed in Delhi (Transit from Moscow) from Zagreb on saturday night at 2.55 AM "
1. Flight landed at 2.55 AM Delhi but my luggage did not reach as it stuck at Moscow airport due to your airline big negligence and this happened TWICELY before the same flight from Delhi to Zagreb on 8th June.
2. Then again have to been through LOST and FOUND office for complaining which took 2 hours and they assured that baggage will be received from next flight. Please find below your policy :
Delivering baggage on time
It is our intention to deliver your baggage on time. However, in the event that this does not occur, we will strive to return your misplaced baggage within 24 hours. Notify an Aeroflot employee at the airport if you cannot locate your baggage. If your luggage is lost, please contact Aeroflot staff at the «Lost and Found» desk before you leave the arrival hall. You will need to fill in a «Property Irregularity Report». A search of lost luggage is made for 21 days from the moment the passenger submits a report. In case the lost luggage is not found or is damaged, a decision on the payment of compensation is taken for each occurrence individually.
3. Now its been almost 72 hours and there is no actual response from your airlines office about the courier details as I have been calling all contact numbers to get the updates but no response from your side and your officers are responding that this is normal behavior and it happens with all.
4. Also we got to know about Courier company which has no tracking number or website to track our baggage details which keep us stranded for our baggage from last 2 days.
Kindly pay attention to your services of Delivering baggage on time and respond us as we are now being forced to take strict action of delayed baggage delivery to CONSUMER COURT/DGCA as our expensive chocolates/gifts must have been converted into bunch of waste already.
Waiting for your kind attention on this issue !
Thanks,
Ashish/Shashi

My luggage is lost during my flight from Moscow to New York.
I cannot even ask Aeroflot on phone.
The worst Airline ever...

I had a flight New York-Moscow. I came for the registration one hour before my flight. The lady there told me that i`m late for the registration. Even if registration stops one hour before the flight and i was in time she didn`t let me in. She was really rude and instead of helping me out with that situation she gave me a bad attitude being sarcastic and telling me that i must come to my registration 4 hours before my flight. I tried not to pay attention on how rude she was and just decided to cancel my ticket. I thought that at least i will get my money back. So i called to the aeroflot and they told me to call the company where i got my ticket from. I called them and they told me to call insurance company. I called them and they told me to call aeroflot. So basically they told me that i will not get any money back, i will not get any credit for this and that now they can do with that money whatever they want. i am really upset with company. they just stole my money. what a rip off!

My fiancee was on business in Moscow and was supposed to fly to Hamburg for Christmas. She arrived at the airport 2.5 hours before departure. So, the check-in wasn't even open. When they finally openned the check-in, the lady at the counter refused to take her luggage and told her that economy was over-booked and she needs to go to the service desk to get an upgrade to business. The service desk sent her to another service-desk. The second desk refused to give her a business upgrade and even said that the ticket will not be raplaced, as it was not their fault. The ticket was bought through the company travel agent and they sold more tickets than places. First of all, who has the final controc over the quantity of tickets being sold? What happens if they sell 300 tickets for a plane with 100 seats? Anyways, they send her to the superviser, who said the check-in to Hamburg has already closed and she should have been given a business ticket in the first place. A replacement won't be provided as it was the fault of the lady at the check-in counter who should have booked her to business straight away and she would only get another ticket if the lady at check-in, who made the mistake, would pay for it herself. So basically, Aeroflot employes incompetent people and refuses to take responsibility for their mistakes. After a very long discussion, several complaints, screaming and threataning they finally gave her another ticket to Hamburg via Frankfurt (with 30 minutes between flight, a new boarding pass is required as she will be going with Lufthansa from Frankfurt to Hamburg). Aeroflot is with regard to service by far the worst airline there is. And with their partners KLM and Air France they are in a very "good" company. I had very similar situations with KLM when flying from Aberdeen to Hamburg and Air France from Paris to Hamburg. Avoid Aeroflot, KLM and Air France at all cost!

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 the international airline.
Avoid at all cost.

Flight itinery:
Mon, jun 13
Flights: aeroflot, su 0582
from: tokyo narita, japan (nrt) departs: 12:00
departure terminal: terminal 1
to: moscow sheremet, russia (svo) arrives: 17:10
arrival terminal: terminal d
class: economy
seat(s): check-in required

status: confirmed
meal: lunch smoking: no
aircraft: boeing 767 jet distance (in miles): 4664
duration: 10hour(s) and 10minute(s)
please verify flight times prior to departure

Tue, jun 14
Flights: aeroflot, su 0379
from: moscow sheremet, russia (svo) departs: 15:15
departure terminal: terminal d
to: stockholm arlanda, sweden (arn) arrives: 15:25
arrival terminal: terminal 5
class: economy
seat(s): check-in required

status: confirmed
meal: lunch smoking: no
aircraft: airbus industrie a319 jet distance (in miles): 0793
duration: 2hour(s) and 10minute(s)
please verify flight times prior to departure

Su 0379 was canceled and aeroflot rebooked su1429s (operated by scandinavian airlines sk731b) flight for me
I had really bad experience with aeroflot during this journey.
Firstly, aeroflot cancel my connecting flight from moscow to stockholm and did not inform me beforehand. i knew about this cancellation 1 hour after i checked in my flight from tokyo to moscow. i knew this cancellation after my friend checked in. after last minute discussing with the staff (just around 15 minutes before the plane take off) then they rebooked my flight with scandinavian airline which took off 3 hours after my previous schedule. then i had to take out my baggage in moscow.
This is a problem, if i did not know about this cancellation, i would be stranded in moscow’s airport. and if i don’t have my russian visa, i would not able to take my baggage and my baggage would be in moscow airport’s lost and found.
Secondly, without getting compensation for the cancelation, aeroflot replaced the flight with lower class flight. i just found that aeroflot replaced my flight with lower class flight, after i checked in the counter. i only allowed bringing 1 personal baggage, instead of 1 personal baggage + camera, or laptop to cabin. in result, my cabin baggage, which only camera bag and laptop bag, (which i brought in the cabin from tokyo to moscow) had to be checked in and i had to pay 1200 rubles for extra baggage. when i insist about this rule, the staff said that the flight i took is scandinavian airline not aeroflot. so, i had to follow scandinavian airline’s rule. aeroflot’s staff offered to re-book the flight but, i could not afford to stay in moscow due to my visa that will be expired the next day. so, i had to pay.
Thirdly, when i was onboard the plane, i found out that they don’t serve food during the flight, and i had to pay to even to get a drink even thou, it clearly state in the ticket that meal is included. i would not assume that scandinavian crew would give me meal because it was scandinavian airlines not aeroflot. if i knew that scandinavian airlines do not offer food, i would certainly refuse to take it when i was still in tokyo. i was assuming they re-booked my flight with a flight which had the same class. i was wrong.
By the way, on the way from stockholm to tokyo, aeroflot also canceled the flight from stockholm to moscow and sent email the night before the flight. and the stewardess never say sorry, excuse me, and please. one stewardess told me to close my laptop with this sentence, “close your laptop!” these 3 words suppose to be use as a basis in any industry that involves customer services.
During my 10 years flying overseas to several continents and dozens of countries with many airways, by far this is the worst experience. this is beyond intolerable.
To summarize,
1. i received service below the price i paid.
2. aeroflot breach the contract by not provided me with flight with meal.
3. the airlines manage the operations below standard.
4. the customer service is far below expectations.
5. aeroflot did not offer compensation for any fault.
6. the experience i gained is simply intolerable and could not be measured with financial terms.
7. the experience i gained is far from what i would expect to end my journey. the good experience i had of having exhibition in tokyo, giving seminar, and meeting with some executives in photography industry in japan is lowered by 50% by this experience.
Ps: i booked and paid the ticket directly on aeroflot website.