✅ Trip Verified
| I booked a flight from Bangkok to Frankfurt (with a later connection to Valencia) at 23:00 local time. This flight was departing almost 7 hours later, at 5:50 am. However, when I approached the counter I found out the flight was already delayed to 19:00 pm. 13 hours delay! Ridiculous. And they let me buy the ticket from their own webpage. Most of the passengers accepted hotel and waiting, but ten of us couldn't wait. I explained to them about my connecting flight to Valencia and I accepted any possible route which would take me to Frankfurt on time or any part of Spain but they denied this option for four hours, insisting on my delayed flight with them as my only option (13h waiting in Bangkok airport plus 14h in Astana). Missing my connection to Valencia and being late for work. I even got the chance to talk to someone from management on the phone, but she would only say "I'm sorry". Only good part was their ground staff, which suffered this situation exemplary even though they were lacking the power to do something. Finally I accepted the refund of my ticket, which they signed, and booked a flight with another airline, spending a big amount of money to get to Madrid. After this, I was expecting the refund of the ticket, but they only offer me 3.930THB, which is not even a 1/4 of the amount I paid for the ticket. I have never in my life dealt with a despicable airline such as Air Astana. It makes me feel sad because they have really good staff onboard but, recommended? Of course not. They will ruin your holidays and feel ok about it.