✅ Verified Review
| I have been thoroughly disappointed when they cancelled my flight in the very last minute. Flight cancellations are not rare occurrences, of course. However, the way Aeroflot handled the cancellation left a lot to be desired. I was notified by my travel agent initially via email and apparently, was extremely shocked. I then phoned the agent but to no avail and given that there was no after-hour support in my region, I called their reservations hotline in Russia, only to find that some of their staff did not even speak comprehensible English. To complicate things, they denied the reservations code they themselves supplied, claiming that there was no numbers but only letters, when it clearly contained 2 numbers! After a rather unproductive 5-minute conversation where the staff kept prompting me to repeat and verify the reference code, they asked me for the ticket number. Guess what? They then forwarded me to another service agent, kind of implying it was a special case and they couldn't handle it. When I was finally connected, I was asked to supply the reference code again and they once again said their reference codes do not contain numbers. Of course, that member of staff also ended up asking me to quote the ticket number and sounded hugely impatient when I said "hold on let me retrieve it" with a long and deep breath. Mind you, it took me less than 15 seconds to retrieve it. When I finally started quoting the number, that staff member did not respond until I repeated a few times the first 6 digits and the deafening silence caused me to think the call was interrupted. Yet, after a few "hellos" he finally went "CONTINUE!" and that was one of the most impolite commands I'd ever encountered in phone conversations with airline personnel! To make things worse, he then said he needed to check my booking details further and put me on hold without even saying anything like "please hold the line". After waiting for 20 minutes, the call was disconnected and no one ever rang me back. I had had enough and decided to book myself on another airline.