Aeroflot Russian Airlines

Customer Reviews

3 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 595 reviews
6/10
3 star Skytrax Rating
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7/10

"professional and efficient crew"

(Russian Federation)

Trip Verified | Positives: convenient booking via mobile app, very easy to upgrade from Economy to Comfort Class online, stylish new terminal C, professional and efficient crew, excellent business class-level soft product at Premium Economy (proper business class meal with metal cutlery, amenity kit, hot towels, cloth napkins). Drawbacks: B777-300ER in need of refurbishment (hopefully this is coming soon), very hard, wobbly, uncomfortable seats resulting in back pain, unaffordable internet, new terminal severely overcrowded (even worse than in the older Terminal D). Overall, a great product for a 4-hour flight, however, should if it was a long-haul flight, I would have reservations.
AircraftBoeing 777-300ER
Type Of TravellerBusiness
Seat TypePremium Economy
RouteMoscow to Larnaca
Date FlownSeptember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
2/10

"lines in Moscow airport are long"

(Australia)

Trip Verified | Aeroflot has a good planes and good pilots, but the service was pretty bad, the lines in Moscow airport are long and disorganised, in Miami they pushed me to paid an additional PCR for couple hours of my previous test. Flight attendants let people occupy 3 chairs and sleep but you can't sit in the economy seat In front of the toilet because they call it economy comfort. They keep the plane extremely hot, normal in Russia but extremely annoying for non russian. I will avoid it if I can.
AircraftA350
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMiami to Moscow
Date FlownAugust 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
8/10

"service was entirely satisfactory"

(Russian Federation)

Not Verified | The premium economy service was entirely satisfactory. The seat doesn’t have a lot of recline, but the legroom was fine for a 6’1” (185 cm) person and I was comfortable for the whole eight-hour trip. I liked the food well enough and appreciated having actual metal cutlery (though serving wine in a paper cup seemed a bit déclassé). The entertainment system had quite a wide variety of both movies and music. There was only one W.C. for a cabin of 50+ passengers, which is the only notable demerit that I found. Price was acceptable for a last-minute trip (purchased six hours before departure); the online purchasing was simple and efficient.
Type Of TravellerSolo Leisure
Seat TypePremium Economy
RoutePetropavlovsk-Kamchatsky to Moscow
Date FlownAugust 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
4/10

"Horrible experience at Sheremetyevo Airport"

(United Kingdom)

Trip Verified | Horrible experience at Sheremetyevo Airport. Huge queue for check-in across the whole airport, not organized with lots of people cutting it. Very poor communication to passengers. Aeroflot representative said it is not their responsibility how their clients organize themselves in all that mess. Almost missed my flight (was called from the queue and then had to rush through passport control and security for the boarding). Flight attendants were good though.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteMoscow to London
Date FlownJuly 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"not provided me with a refund"

(United Kingdom)

Not Verified | My flight in 2020 was cancelled by Aeroflot Russia one week before the travel date. I have been waiting for over 15 months for a refund that was initially agreed by the airline, however they have not provided me with a refund despite weekly emails and contacts made to them.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteManchester to Tokyo via Moscow
Date FlownJuly 2020
Value For Money 12345
no
1/10

"I cannot use the e-voucher"

(Denmark)

Trip Verified | I had booked tickets for my family to visit me in Denmark in May 2020, the tickets got cancelled and no refund. I contacted customer care and they are suggesting e-voucher. I am ready to take the e-voucher but there is no flight from India to Denmark for this month, next month and in May 2021. So logically I cannot use the e-voucher. Aeroflot don't have flight for using e-voucher so please refund my money.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteDelhi to Copenhagen via Moscow
Date FlownApril 2020
Value For Money 12345
no
1/10

"refused to provide a compensation"

(United Arab Emirates)

Trip Verified | When countries announces border closure, Aeroflot did not notify me of the cancellation of the flight before the borders were closed. I learned about the flight cancellation from the media. When I phoned Aeroflot to change the date of my flight, =I had to stay in the telephone queue for around an hour, and when the operator picked up the phone, she ask me to stay on the line a minute, however went away for at least half an hour and never returned. As tickets for alternative flights were being bought by other people and prices were rising very quickly, the only realistic option was to buy a new ticket from Aeroflot for a date before the closure of borders, and then claim a refund. The price of this new ticket was several times more expensive than the original ticket. Aeroflot have refused to provide a refund for the new ticket. Aeroflot cancelled the flight due to border closure, failed to inform me about it before the border closures, failed to change the date of the flight, and refused to provide a compensation for the new ticket.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteRiga to Dubai via Moscow
Date FlownMarch 2020
Value For Money 12345
no
1/10

"denied boarding for no COVID test"

(United States)

Trip Verified | I purchased a ticket in November 2020 that had no COVID restrictions for transiting in Moscow, there is no policy for COVID testing when you transit Moscow. We were denied boarding for no COVID test, tho our destination, Turkey does not require any. We were denied boarding after being checked in, luggage tagged, boarding passes issued. Manager did not agree to ticket refund, tho it is a refundable ticket.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLos Angeles to Antalya via Mosco
Date FlownDecember 2020
Ground Service 12345
Value For Money 12345
no
1/10

"almost 10 months to have my refund"

(United Kingdom)

Trip Verified | I bought my tickets for travel in April 2020 for my friend and I and unfortunately because of the Covid-19 my flight was cancelled. I’ve subscribe for a refund and 5 months later I still didn’t get news of it. I’ve send messages and answers was useless. So I’ve called the center the lady on the phone didn’t seem to understand what’s going on and she told me that I can’t do a refund anymore I need to do voucher. So I’ve decided to do my voucher and the website didn’t work. So I’ve sand email to the center again nd this afternoon I’ve tried the voucher with my friend name and she got her voucher back but you can only use 15% on it so how many flight I need to do to have my £800 back?. And with my name I can’t have my voucher I don’t know why for my ticket that put error. I’ve been fighting during almost 10 months to have my refund. It shouldn’t take that time and that energy to have the money you said you’d pay me back.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBrussels to Bangkok via Moscow
Date FlownApril 2020
Value For Money 12345
no
1/10

"The customer service was extremely poor"

(Australia)

Not Verified | My flight was cancelled by Aeroflot back in April. We called multiple times throughout April, May and June and I was promised a refund of the full amount. It was obviously not up to me whether to take that flight or not and it is reasonable to expect a full refund. However refund was never provided. I tried to send multiple messages to the airline’s customer service as well with no response. Last week I tried to call Aeroflot customer service. I had to pay for the international call as there are no representatives in Australia where I live. The customer service was extremely poor. To be honest, I have not encountered such poor attitude in years and it was extremely frustrating. The customer service representative could not properly address any of the issues. She said that the only two options are a voucher and reissuing new ticket. Well, I don’t live in Russia or even Europe so there is absolutely no way I can use these options. The reason why I bought a ticket with Aeroflot was that the transfer time was convenient on my way from Rome to Tokyo, I was not even intending to visit Russia. I explained it and no, nothing she was willing to do, just continued quoting new Russian legislation that came into effect half a year after I bought the ticket! I asked to explain how come I was promised a refund previously and was held waiting for months and months and now it’s not an option. She couldn’t explain. She said I can submit complain through the feedback section. I explained that I have tried to communicate the issue through the feedback section already and not getting any response. She said she can’t help with. Then I asked her to connect me to her supervisor and no, she couldn’t do it for some reason. This is the first time ever I couldn’t speak to a customer service manager or a supervisor. Basically the company just decided to keep my money that I paid, go ahead with it and customer service did not care at all. I just lost a lot of money on the international call without any resolution. This situation is absolutely ridiculous and unacceptable. Every other airline I booked with that cancelled flights provided me a refund a while ago, despite COVID-19. Understand there are struggles at the moment and I did accept a voucher from an Australian airline because I can use it living in Australia. But I just can't use an Aeroflot voucher. The ticket wasn’t a cheap ticket either and it was refundable and it is outrageous that I can’t get money back for a ticket that was refundable (and I paid a premium for it to be refundable and have an option to receive a refund). I sent another message to the airline following the call and received the same response about vouchers that is pretty much just their copy paste from the customer service templates. The airline does not care about their customers and reputation and is just exploiting COVID-19 situation to hold customers’ cash for as long as possible (if not indefinite).
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteRome to Tokyo via Moscow
Date FlownApril 2020
Value For Money 12345
no