Aeroflot Russian Airlines Passenger Reviews and Aeroflot Customer Trip Reports

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18 May: HAJ-SVO, 25 May: SVO-ZRH. In the last month I was fortunate to travel with them twice. Both flights were consistently excellent. The food is amazing in terms of choice, taste, wine list and the service. I look forward to my next experience with Aeroflot business.

Sydney to Moscow and return in May 2013. Hong Kong to Moscow and return was in business class with Aeroflot. Very impressed. Seats on flight to Moscow were of an older type of business class seat but did everything I needed and all ancillary services (entertainment etc.) available. Seafood meal was probably the best airline meal I have ever had. (Expectations high but I think reasonable). On return flight had more recent capsule seats. Airbus planes looked new and counter service very good. Had domestic Aeroflot connection in Moscow to St Petersburg. Had to sprint from terminal F to D but made good time and domestic counter service again efficient and friendly. All planes on time.

I've been flying Aeroflot for several years into Mongolia as there are no other convenient flights from Europe. 90% of the time they either can't make the connection, are delayed, and/or lose the luggage. I find it remarkable that I have to pay for this kind of service to fly for work - flights into Mongolia are not cheap.

OVB-SVO-OVB (Novosibirsk) 1 week ago. Everything was OK, on time. Plane was new A-320. Good meal and drink, good attitude of FA's. At check-in I asked for an emergency exit seat - no problem.

Very good service, they served two meals - dinner and breakfast and both times offered two choices (none of the USA airlines would feed you twice for free). They also offered free wine. All amenities were free of charge, they offered newspapers free of charge (Russian newspapers though). The entertainment was poor. Cannot complaint about the 767 comfort.

Istanbul to Moscow on April 13. The airplane was quite old and of poor standard (eg: there is no seat light, no visual display to follow, the air blows from the seat and not from above). The crew were not well trained, their way of addressing customers was not professional. The food they served as a lunch was well below standard.

Overall: You get what you pay for. Cheap flight from IAD to IST, via SVO. Flight was delayed from DC. No reason given or even boarding announcement. Strange things: inflight safety video on old 767 was set to techno music, first in-flight movie on overhead screens was a 1940s black-and-white Soviet film with English subtitles, and they serve drinks about 20 minutes before meals, so you're thirsty again by the time you eat. Food was bad, except for breakfast pancakes which were really good. Bring own food, and entertainment.

Hamburg-Moscow-Shanghai. HAM-SVO on A320, smooth check-In with 2 boarding passes (HAM-SVO and SVO- PVG). C-lounge with basic refreshment. HAM-SVO, C class cabin, seat and service were excellent. Arrival at SVO new Terminal D, quick and easy transit at both passport/security. SVO-PVG departed from Terminal F, very long walkway from D to F. Terminal F awful, old/dark/busy. Lounge at Terminal F was difficult to find. I was refused entry because I did not have the invitation card. Had to go to transit desk. After entering I noted the lounge was full, no seat available. Flight to Shanghai on time with new and clean A330. Seats 2-2-2, not full flat but comfortable to sleep. Good onboard service, greeting by purser/crews with good English skill. Foods (3 choices) very tasty. AVOD with 500 programs. Return: quick check-in with 2 boarding passes, good spacious lounge. Flight PVG-SVO at 1.30 am. Old/tired B767, seat 2-2-2 narrow and less comfortable than A330, portable IFE with DVD-player, same good onboard service. Landed at Terminal F and lesson learned, went to transit desk asking for C-Lounge Access card. SVO-HAM, A320 left Terminal D on time with best European C Class cabin I have flown. Good products with following minus points: No priority boarding on all legs, no priority handling of baggage, chaotic handling at SVO Airport.

PRG-SVO-BKK. A smooth flight to SVO on a newish A320. Seats are proper business class seats (2-2 config) but they do look and feel a bit outdated already. Nevertheless, still comfortable and there's plenty of space. Cabin crew were polite and effective. The main (and only) complaint on this flight was the quality of food. The main dish was pretty much inedible but the choice of wines and drinks was good. Transfer in Moscow was quick and easy. No delays at security screening/passport control. Terminal F is bad in comparison to terminals D and E. The Classic, or the "First class" lounge is old, crowded and all in all unpleasant. Boarding the BKK flight was chaotic. Even if priority was given to business passengers, there was no real control as to who was boarding first. Nevertheless, managed to be one of the first ones onboard. Once onboard, was shown to my seat and offered the pre-flight drink by a friendly cabin crew member. Aircraft was a brand new 777-300ER with a new cabin design throughout the aircraft. Business class seats (2-2-2 config), found these seats very comfortable, and the atmosphere of the cabin modern and pleasant. Cabin crew professional, friendly and attentive. A 3 course dinner was served, and the quality of the food was much better. Plenty of drinks offered. IFE system with proper wide screens offers sufficient amount of entertainment apart from the choice in music. All in all, a very positive experience with Aeroflot. Would certainly fly Aeroflot again.

Moscow to Ho Chi Minh City and back last month (15.03 and 30.03). Both flights were drastically delayed (from Moscow to Vietnam 6 hours and back 12.5 hours). I missed all my connecting flights and lost hotel bookings. Unfortunately Aeroflot didn't give any information about estimated boarding or departure times, as well as reasons for the delays. No foods or drinks served in Moscow during 5 hours of waiting! My luggage went to Stockholm Arlanda, not to Tallinn as it was confirmed in Sheremetjevo Airport. I am home now and got my luggage, but I am really not sure if I will use Aeroflot for future trips.

I took Aeroflot SU2387 from ARN to SVO on 26 Mar and SU013 from LED to SVO on 31 Mar and I was pleasantly surprised with the cabin attendants who were well groomed, courteous, and able to communicate in standard English. The LED-SVO leg even had the bonus of the purser giving a brief of what one could see or do in Moscow. The meal services on both legs were conducted at lightning speed, which I initially found worrisome as I was only halfway through my ARN-SVO meal when I saw the crew collecting the trays four rows away but I did see that the mainly Russian and Swedish passengers were already done eating so it was probably my pace that was the issue. For the prices I paid, Aeroflot delivered exceptional value. I expected a Soviet relic but I experienced efficiency and service at its Russian best.

Delay of more than 12 hours. Rude and unhelpful staff in Moscow, lack of any kind of information, post service inexistent. On the way back from MAD to BKK, first flight got delayed 2.5 hours, so when we arrive in SVO, connection to BKK had already departed. Instead of giving us a hotel, they gave us a boarding pass to Seoul! We arrived to Seoul, without any idea of what to do next, nobody say anything to us, no information. There they gave us a boarding pass to BKK with Korean airlines, for 6 hours later. Arrive into Bangkok with more than 12 hours delay, they inform us that our bags were still in Moscow. The worst customer service.

PVG-SVO-BEG. After flying in economy first time, I decided to try out Aeroflot business as it was pretty cheap. Staff English pretty decent, food good for my taste, plenty of alcohol. Overall money spent well. SVO-BKK business class again, I was happy with the level of service and comfort for the amount of money spent on a ticket. Shall use Aeroflot in future.

HAN-SVO-VIE return. All flights on time. Separate check-in for business class disturbed by allowing economy class pax using the biz-class check-in counter. However, correct check in, though a bit stressful as the airport and particularly the flight to Moscow was crowded. Flight HAN-SVO overbooked and roughly 20 of 34 seats in business were economy pax being upgraded to business. FA managed to accommodate all additional pax. Access to lounges in HAN, SVO, and VIE went smoothly. Invitation cards issues at check in and at transfer desk in SVO. In SVO you are free to choose which of 4-5 Aeroflot lounges you want access to. FA staff polite at a first glance, a bit too firm, and not truly kind. Seats are good. The lie flat on A330-300 is a bit angled, but sleep-able. Food present in good quantities and good, though not sophisticated. Drinks are good. Champagne/juice offered 2-3 times at take-off. Disappointment is, that after departure and until you get any drink they go and take orders which complicate things and the serving of the first drinks happens only 1.5-2 hours after departure. No drink wagons, everything is brought by hand to individuals. Food is good, a bit tasteless, 3 options. Refills or modifications are made possible. FA-English skills very poor. Entertainment acceptable, but earphones are collected an hour prior to landing. Altogether, a bit rough and robust service, but no major faults, apart for very slow 1st service on board. Good value for money if you buy discounted biz- class. 3 of 4 flights on time, only the last flight was delayed due to snowstorm in Moscow.

PEK-FCO return, economy class. The PEK-SVO/SVO-PEK legs were served through old planes, no IFE, uncomfortable seats, ok food. Transit through Sheremetyevo Airport was a bit of a nightmare: it took a long time and staff was not friendly and helpful. The SVO-FCO/FCO-SVO were much better as planes were newer, IFE available and staff friendlier.

LAX-SVO: Round-trip: Feb 6-12, 2013. Frankly, not so bad considering the price. Pros: Relatively comfortable. Direct flight. Cons: boarding is badly organized, especially in SVO, cheap wine in tetrapaks, only paper glasses, food choices are limited to two items.

AMS-SVO-HKG. First experience with a Russian airline. Aircraft new A320 and A330, reasonably on time. SVO terminal F horrible, more like a busy bus terminal. Seat comfortable, PTV with a limited choice. Staff attitude OK (didn't really expect too much in this part of the world). Would fly them again as they offer a decent product for a low cost.

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 this was these were the smallest, mos uncomfortable seat I have ever sat in and I am only 5'4 / 163 cm. Staff do 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 non-existent, playing old Tom and Jerry reruns on shared TV's in the aisles. I would not recommend Aeroflot.

Moscow - Hong Kong, A330-300. Both flights delayed (40 minutes and almost 2 hours respectively), which might have been a problem if I had transit. The seats are atrocious and some of them were broken. Mine were broken on both flights (headrest wouldn't stay and the tray table was squeaky and uneven). The service is more or less ok, quite a lot of smiles, although crew disappeared right after the meal for 8 hours. They answered the calls quickly, so not really a problem. The meal was mediocre, quality hit or miss, catering from Hong Kong significantly better than from Moscow. They ran out of meal options on both flights pretty quickly. IFE screen was malfunctioning on both flights, although after they restarted it, it worked flawlessly. The system is pretty slow, but I liked the movie selection. Aeroflot misinformed us twice on the gate we were arriving to, which made it hard to greet us at the right terminal. They also decided that the bus is good enough to deliver the huge crowd of 300+ passengers to the terminal. Overall, the experience was poor, especially because of the seat pitch problem and broken seats. I must say Aeroflot is quite good on short- haul and medium-haul European flights, but I would never take a long-haul with them again - the seats, the delays and overall service leaves a lot to be desired, and the overall feel is Aeroflot doesn't care about its customers at all.

IST-SVO-IST. Check-in at IST was total chaos, plane arrived on time at SVO and on the return the plane left on time from SVO. Check-in at SVO was brilliant, no chaos, we waited for about 1 minute. Both inflight to and from SVO, food was awful. Quite confusing to see that complimentary drinks are served in advance of meal. Attendants not smiling but are very professional and try to help as much as they can. Plane was an Airbus, albeit the plane on the online sales was shown as IL96 Turbo. Plane didn't look very clean. A great deal in means of price, but don't expect much!

FRA-SVO-HAV in Dec 2012. FRA check-in was chaos, 2 counters were very slow moving. SVO connecting was very smooth - it took less than 10 mins for passport check and security check. SVO-HAV, 13 hours flight by A330. Economy class first 4 row of IFE didn't work. Seat (12D) pitch was wider than 52 inches. I am 184cm and it was enough to stretch my legs. This is more important than IFE for me. Every hour a drink and snack service by cart. Crews never smiled, but worked well.

Return Madrid - St Petersburg via Moscow. Absolutely happy with the service (especially taking into account the price as it was one of the cheapest options). All flights on time, efficient boarding procedures, nice good quality meals. The crew is attentive and friendly (we flew Aeroflot in December 2011 and could see a big improvement in the quality of the service over the year). New aircraft and comfy seats.

Flew today Moscow SVO to Amsterdam. Easy check in, easy to find the lounge which offered basic refreshments. The big surprise was our flight, offered champagne or OJ as we sat down, flight crew very friendly, short delay as wings were de-iced and the purser took our drink orders and meal preferences at that time. The seats were comfy, the portable digital handheld entertainment worked well and easily. On time. We also got a small toiletries bag and a luggage tag. I have no complaints and would highly recommend in the future.

From CDG to BKK via SVO, 26/27 Dec 2012. Firstly the plane from Moscow to Paris arrived late, causing us to have a delay, our original transfer time between Terminals at Moscow was due to be 1hr 55mins, but with this delay it was about 30 minutes now. Eventually boarded and was a nice trip. Arrived Moscow through Passport Control and Security then a long fast walk to Terminal F, told to go to gate 46, arrived there no passengers around, then told to go to another gate, arrived there to find the flight was delayed for technical reasons, original boarding was at 20.00hrs but told to come back to the gate at 21.05hrs. At the new time were let through to go onto the Air Bridge, instead of an aircraft at the end of the bridge was a metal staircase and buses, got on the bus, doors wide open minus 20 outside. Eventually doors closed bussed to far end of airport and held in the bus 50metres from the aircraft, a wait of 20 minutes and we were let onto the plane after our brisk 50m walk. Passengers boarded then 2.5 hrs after original take off time, we eventually got into position. Flight okay, food edible. Upon arrival at BKK just after landing and heading towards the Air Bridge passengers rushing to get to the door, the plane had not even left the taxiing area. For me a never again adventure with Aeroflot.

ATH-SVO-VNO and what a pleasant surprise it was. ATH-SVO a well maintained A320 almost fully packed with very good pitch and a very friendly crew. Very nice uniforms. Tasteful food and choices available. Refreshments for free with refills, alcohol at a charge. Arrival in SVO but no jetway available, it was snowing so the stairs became a bit tricky. SVO-VNO on a Sukhoi Superjet. Seats a bit hard but it was only a 75 minutes flight. Dinner was served. Friendly crew. 15 minutes delay but with this kind of weather it was nothing.

HAM-SVO-HAM, first time with AFL-Business class. Check In at Hamburg very quick. Shared Lounge with acceptable refreshments. Boarding well organized. The big surprise was the C Class cabin. It is a separated cabin with wall and real C Class seats and seat pitch. After seated the FA offered a glass of champagne or orange juice and handed over the lunch menu (3 choices). After take off the purser came and greeted every passenger personally and handed over the portable IFE Digiplayer. Digiplayer offered limited IFE but more than okay for a 3 hrs flight. Lunch was very tasty. Arrival at Moscow Sheremetyevo newest Terminal D. SVO- HAM also at Terminal D - quick Check-In / AFL own lounge without window but offers better quality and quantity of refreshments than Hamburg lounge. Return flight with same great experience. AFL offers an excellence Business class product much better than those established European Airlines.

PRG to BKK in business. Great fare so switched my natural BA allegiance. Good food, some fun with crew. Entertainment on A330 OK to pass some time. Laughs with crew and seat row ordering my drinks in Russian, but everyone appreciated my poor efforts so I never went thirsty. Lounges in SVO are poor and crowded. Nice sandwiches though. Transit change is easy to do. SU are a good alternative to AY for Asia flights. All flights on time and everything felt very safe.

I use Aeroflot pretty often on my flights from Vienna to Bangkok, Hong Kong and domestic flights in Russia. All flights were on time. Onboard service was great. Comfortable seats and great entertainment, plenty of movies, music and games. New Airbus A330-300 as well the Airbus 320 very pleasant and comfortable. Overall, very good experience great value for money and I strongly recommend it.

Los Angeles to Moscow and back every year. Direct flight. The airline has improved tremendously in the last 10 years. Now I find it adequate and on par with any of the lower price, international carriers. Bring your own entertainment and snacks though.

PEK-SVO-TXL business class. PEK-SVO in A330-300. New seats comfortable but not lie flat. Cabin was very clean and modern. Staff efficient but not overly friendly - which is to be expected. Head FA did ask me how I should be addressed and stuck to that preference. Food was fair and there was certainly plenty (6 courses). Drink selection good. AVOD was average - not the greatest selection but enough to please. Transfer at SVO was very easy. Lounge at SVO was average - ok food, drinks and good wifi. SVO-TXL on an A320. Immaculate condition of plane and the staff/inflight meals were excellent for a 2.5 hour flights. FAs handed out portable players for flight which is great. Very impressive short-haul service. Overall, an excellent value for money considering most of the other carriers were charging more for an economy seat.

Moscow - Havana - Moscow. Both flights on time, luggage reached the destination. Clean, new Airbus A330, pillow and blanket provided. Inflight entertainment system very good, however mine was broken after 4 hours on flight to Havana. Restarting the system helped, but then the handset stopped working as well so the system was useless. Cabin crew polite and helpful. Big minus for the food which was awful. Beverages were good, although there was no alcohol on this route. Very difficult to understand the "Russian" English during the announcements. My rating of the flights reflects very much the impact of poor food (which is important during the 12 hrs flight), the rest was very good, especially the price.

Boarded Aeroflot in Amsterdam for flight to Moscow. Just prior to departing the gate there was a loud commotion in the rear of the plane - it seems we were traveling with a restrained, reluctant prisoner. We checked in for our return flight in St. Petersburg for Amsterdam. We requested that we and our luggage be booked thru to Detroit. the attendant assured us that it was done. Upon arrival in Amsterdam, we were informed by KLM that they did not receive confirmation of our flight from Amsterdam to Detroit and our seats had been resold. 10 hours later we were aboard a Delta flight on the way home. The issue was not in translation because our request had been relayed by our Russian Tour director and our luggage was booked thru to Detroit. Never again.

AMS-KJA-AMS. Boarding in Amsterdam was the horror - more than half an hour at the business class check in and total mess in the departure area. AMS-SVO was okay. Old B767, clean but worn, no entertainment, nice food, the crew unengaged and strangely non-relaxed. Transfer in SVO had slightly improved since the last time, but the same, one has to get all the luggage, travel with it about 1 km, and check in again. The navigation system in the terminal is confusing, but manageable. Business lounge in the domestic departure terminal D is small, heavily smelling with tobacco and a strange selection of food - basically only rolls and cookies. A bit more food is available from the bar for extra pay. SVO-KJA a new A321; the seats were standard economy class with standard pitch, which was a bit painful in the overnight flight, food good, the crew was slightly more attentive to passenger needs. The return flight was the same, with the only comment that business lounge in the Terminal F is way worse than in the Terminal D - not clean, even stronger tobacco smell, and no food at all, but Terminal F is terrible in itself, so no big surprise. It is a recommendation for this route, but only because this is the only option available.

GVA-SVO-Hanoi, NRT-SVO-GVA on Business Class. All planes were clean, seats were comfortable, food delicious and CAs friendly. I was worried about the transfer at the SVO but it went smoothly at both passport control and security. The SVO terminals which I used, ie Terminal D (for long flights) and F (inter European flights) were connected and seemed to be walking through miles of duty free shops with little seats. Will try again in economy class, as far as business class is concerned, I think their product is at the same level of most European big companies such as KLM and SAS and definitely superior to US carriers.

My flight with Aeroflot was really a pleasant one. I flew with them from Amsterdam to Moscow and then on to St Petersburg. Flights departed before the scheduled departure time (all flights) and they landed before the scheduled arrival time. Flights were on their very comfortable Airbus A319 and A320's. The legroom was sufficient for someone of my height (I am 1.81 meters) and the inflight service, the food, was excellent. Hot meals and alcohol were standard. Cabin crew could have been a bit more cheerful (they didn't smile at all), however, they were okay in their politeness and they did their job fine. All in all, great flights and I would definitely use them again.

LHR-SVO-ULN return. I have flown this route 6 times over the last couple of months. This is by far the fastest way to Mongolia from London but am fed up by the last of customer service and inability to transit luggage through SVO. The planes from LHR to SVO are generally new and clean. Onward from Moscow the planes are ancient although the business class seats recline flat. The food is always the same - just about edible in business class. Out of my last 4 journeys my luggage has been lost 3 times. Going to give up with Aeroflot and fly Korean air via Seoul now. Via Moscow might be quick but the total lack of customer service wears very thin after a while.

NRT-SVO-IST and BEG-SVO-NRT. NRT-SVO(333) Check-in was smooth. Lounge at NRT (Delta) was comfortable. Cabin was clean. Seat was comfortable. CAs were friendly. Food was very good. it was a nice flight. SVO-IST(321) 1 hour delay. It's not bad. BEG-SVO (320) Check in started 2 hours before the flight. Lounge was good. CAs were friendly. Food was good. SVO-NRT(333) Connection was smooth. Newest 333's seat was very comfortable for sleep. Not sliding down. Cabin was clean. CAs were very friendly. Food was excellent. It was a quite nice flight. Problem was logistics at the airport.

Madrid to Beijing via Moscow. I paid 457 euro with taxes included which was a great price. The plane going over was shabby looking inside with no IFE. The food was just ok and the cabin crew never even smiled once or were standing at the door with leaving the plane. I say over all they need to improve on customer service and update the planes a little.

Budapest-Moscow-Beijing and Shanghai-Moscow-Budapest. All flights were delayed about 2 hours without explanation. Staff in Budapest and Moscow - very rude, they don't speak English, and whenever you ask something the answer is "we don't know".

Odessa to Moscow and Moscow to Mineralnye Vody (code share with Don Avia). The flights were like chalk and cheese. The early flight from Odessa was on time, efficient check in and an adequate breakfast. Seats OK and no in flight entertainment. Cabin crew polite and efficient. Second flight was originally delayed by 90 minutes and then by another 5 hours and another 2 hours after that. Meal voucher was given (inadequate for a reasonable meal given airport prices) but no real apology and explanations in English lacking. Soon after takeoff I moved seats and slept so no comments possible about staff - they seemed not to speak much English. My rating of the flights reflects very much the impact of the delay on the Moscow - Mineralnye Vody sector.

Bangkok - Moscow - Simferopol. Flights departed and arrived on time. The crew was professional and reasonable friendly. The level of English was more than adequate. The hand held entertainment systems between Bangkok and Moscow were rather dated and substandard for a business class cabin. There was no entertainment on the shorter Moscow - Simferopol sector. From Bangkok to Moscow the cabin was almost full but service standards were maintained. Food was good. From Moscow to Simferopol the cabin the crew served a good meal on the short flight.

PVG-SVO-AMS. Got the lowest price available by a long way, so wasn't expecting too much. The flight from PVG-SVO was at 1.40am - the new planes apparently are on the earlier route, so the plane was very spartan with shared TVs which showed one film throughout the whole journey. Staff were so serious that it was quite comical (does it hurt to smile?). SVO-AMS was again on a very basic plane, this time with no TVs at all, but at least the staff were nicer, despite very poor English. Acceptable for a very cheap flight, but I wouldn't choose them if there were other airlines at a similar price.

Milan Malpensa to Tokyo via Moscow - July 25, 2012. Friendly staff on board, less so on the ground. A330 new, efficient with good entertainment on board.

DEL-SVO, SVO-KRR, KRR-SVO and SVO-DEL. DEL-SVO was late by more than 6 hours and as per the airline rules, we should have got a hotel stay. Instead we had to spend the whole 6.5 hours at the IGI T3. Supposed to board an A330-200 which was unfortunately unavailable so we boarded a A330-300, with wide and comfortable seats and on-board entertainment facility! An hour after take off came the drinks. Then the main- course followed by a delicious cake and a cup of tea or coffee. All flights were smooth and flight staff courteous. In all, my experience was very good.

AMS-SVO, check in opens 2.5 hrs before, long lines, online check in was not possible. Flight boarded on time, it was a A321 instead of the scheduled A320 due to high volume booking, as elite plus we were lucky to be upgraded which was a very pleasant surprise. Welcome drink, amenity set and a 2x2 configuration. After take off received a nice hot lunch and a drink, but the remaining 2 hours no service, quite odd. For business, seats for European business good, service should be better. DIGI player was good for a 3.5 hr flight.

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