✅ Trip Verified
| Air Astana has practically a monopoly in the Central Asian region where I live and work and they don’t hesitate to remind the customer of that. I have travelled approximately 75-100 legs on this airline for business and have purchased several tickets to and from Moscow for both myself and my fiance. You’d think this sort of ‘loyalty’ (is it really loyalty when you consider the lack of available options?) would earn me a little more respect than what I received today, but judging from my experience with the gate agents contracted by the airline at various airports, all I seem to get is ignorance and hostility. Customer service is arguably not very highly esteemed in Central Asia in my experience so I’m long past expecting “service with a smile.” I was caught unawares today by a excess baggage fee when flying out of Dushabe. Apparently Air Astana has recently started offering bare bones fares whose limitations are in no way reflected in the pricing. These fares offer a downright insulting 1 kg baggage limit (10kg for Nomad Club Silver members) when the standard tickets allow for 20kg (30kg) respectively. I unknowingly booked this fare through a third-party website where there was no indication that this wasn’t a standard fare ticket. As I said, the ticket price wasn’t particularly cheap. I expect this sort of thing from FlyDubai or Wizz Air but from a national flagship airline? Seriously? Of course what incentive do you have to treat repeat customers well when you practically have a government-backed monopoly? And about the Nomad Club, it’s quite possibly the stingiest airline rewards program there is. Almaty Airport, the airline’s hub, is a glorified bus station which is insanely overcrowded, overpriced, and boring. On a positive note, the air crew staff are polite, if not exceedingly. Not the worst but not the best.