Air Astana

Customer Reviews

4 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 246 reviews
8/10
4 star Skytrax Rating
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5/10

“service throughout was excellent”

(Slovenia)

Not Verified | I upgraded from Economy to Economy Sleeper on this 8 hour flight. This gives you a row of three standard economy seats to yourself in a separate and quieter segment of the cabin between economy and business. You also get a mattress, pillow and duvet, the idea being that you can sleep across the three seats. This does not really work because: 1. If you try to lie flat your feet stick out into the aisle 2. If you prop yourself up (sitting) with your back to the window, the inner arm rest sticks into your back. 3. The mattress which is meant to be attached via straps to the seats slides off easily when you move. 4. If there is turbulence and you have to fasten your seat belt it is not possible to do this while lying horizontally across the seats. 5. Standard economy seats lack the depth needed lie down comfortably across them. 6. You cannot watch a programme on the entertainment system in a horizontal position. I tried for a while to find a comfortable position but gave up in the end and just sat in my reclined seat. It’s a nice idea and was worth a try but it does not deliver. It was quite a costly upgrade too and the airline would be better served converting that mid-section into proper premium economy with more comfortable and spacious seats. Of the 5-6 rows on each side of the cabin, only two were occupied, which perhaps reflects the point I am making about value for money. The service throughout was excellent and my review and ratings refer specifically to the Economy Sleeper offer.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteAstana to Frankfurt
Date FlownFebruary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes

airastana

22nd February 2024 : Air Astana response

Dear S Borg, Thank you for sharing your detailed feedback regarding your Economy Sleeper experience. We sincerely apologize for the inconvenience and disappointment you encountered during your flight. Your insights are invaluable to us, and we will carefully review your suggestions for improvement, particularly regarding the configuration of our Economy Sleeper section. We strive to provide our passengers with the utmost comfort and satisfaction, and we regret that we fell short of your expectations on this occasion. We are pleased to hear that you found our service throughout the flight to be excellent, and we appreciate your recognition of this aspect of your journey. Please be assured that your comments will be shared with our team for further evaluation and consideration. We value your patronage and hope to have the opportunity to welcome you onboard again in the future under more favorable circumstances. Warm regards, Zhanna

8/10

"providing amazing in flight service"

(United Kingdom)

Not Verified | I'm a frequent traveller and this was our first time using Air Astana from London to Delhi. I read some great reviews nevertheless, I was quite apprehensive to say the least. Well, how wrong was I, Air Astana in my humble opinion is indeed providing amazing in flight service and great user experience. We flew Airbus 321LR that appeared to be fairly new, extremely clean and looked after. Our economy cabin was looked after well, we had nice amenity kit, the food served was nice and tasty and with proper cutlery. Equally, choice of beverages was excellent too. The crew is well trained and do their best to keep passengers happy. On the improvement side, we spent about 3+ hours in Almaty and found the airport to be quite small and quite basic which I think is a bit of let down and so I think that's the area they need to actively work on if they really want to get more customers flying with them. I certainly will fly with them again and recommend it.
AircraftA321LR
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLondon to Delhi via Almaty
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes

airastana

18th January 2024 : Air Astana response

Dear S Sharma, Thank you so much for sharing your feedback with us! We're thrilled to hear about your positive experience on your recent flight from London to Delhi with us. It's always rewarding to know that our efforts to provide excellent in-flight service and a great user experience are being appreciated. We're glad you found our Airbus 321LR to be in excellent condition, and we take pride in maintaining a clean and well-looked-after aircraft for our passengers. It's heartening to know that you enjoyed the amenities in the economy cabin, including the amenity kit and the tasty food served with proper cutlery. We strive to offer a diverse and satisfying choice of beverages to cater to our passengers' preferences. Your kind words about our well-trained crew and their efforts to keep passengers happy are greatly appreciated. We will certainly share your compliments with our team, as they work hard to ensure a pleasant journey for everyone on board. We also appreciate your constructive feedback regarding the Almaty airport. We understand the importance of a smooth and comfortable layover experience, and your comments will be shared with our team to consider potential improvements in that area. Thank you for choosing Air Astana for your travels, and we look forward to welcoming you on board again in the future. Safe travels! Regards, Zhanna

6/10

"encountered multiple issues"

(Sri Lanka)

Trip Verified | The plane was fantastic and entertainment was pretty good too. However, encountered multiple issues that ruined an otherwise fantastic trip to Almaty and an excellent flying experience. Firstly on the way from Bangkok to Almaty. I was given the option of three meals: chicken with rice, chicken with noodles and vegetarian rice. I proceeded to order the chicken with rice, which had no chicken in it, when I informed the air hostess about this, her response was initially there is no chicken with rice and when I told her that her colleague said it, she then said there's chicken in it when there obviously wasn't. When I mentioned it again, she said that she will come back to me if there's any meals remaining and never came back. I let this issue go as the overall flight experience was good. Secondly on our flight from Almaty to Delhi. The air hostess asked me whether I wanted the vegetarian or non-vegetarian option. I obviously said the non-vegetarian and she mentions it's over and the person next to me received the last one. I was okay with that but then she asks the people after me the same question and somehow they end up getting one. Finally when we got to Delhi. We purchased an additional luggage for a total of 3 from Almaty but they've recorded it as 4 which led to more than an hour of waiting till they issued our boarding pass to the corresponding flight. Overall very disappointed with the delays and meal availability which ruined an otherwise excellent flight. I would seriously reconsider flying Air Astana again.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteAlmaty to Delhi
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no

airastana

7th November 2023 : Air Astana response

Dear R Madanaka, Thank you for sharing your feedback; it's essential for us to be aware of the areas where we can improve our services. I’m sorry to hear about the issues you encountered during your recent trip with Air Astana. It's disappointing when a seemingly great flying experience is marred by these kinds of problems. The meal discrepancies you mentioned are indeed concerning, and it's frustrating when the airline staff provide inconsistent information. It's important to maintain clarity and consistency. Additionally, the mix-up with your luggage and the subsequent delay at the airport can be incredibly inconvenient and stressful, especially when you're on a tight schedule or connecting to other flights. Thank you for your honesty, and I hope that your next travel experience will be much smoother and more enjoyable. Regards, Zhanna

2/10

"didn't use the first segment of the flight"

(Thailand)

Trip Verified | We had booked and paid flight from ALA to TAS and back. Since it was a vacation trip we made decision to take a train to Tashkent instead of airplane to enjoy the desert scenery. On a way back at the airport of TAS while trying to checkin the flight TAS-ALA it was said to us that we cannot fly back because we didn't use the first segment of the flight and money cannot be returned as well. Employees at Air Astana office in Tashkent were rude and kept saying that this is our problem and we should learn about airline rules before. Luckily we had enough money to stay in Tashkent for 1 more night and book a train on a next day, but what if someone has an emergency case or simply have no enough money? Btw the price for the flight we were refused to join, 2hr before departure was about $300-350 per person for 1.5hr flight, so it's pricey.
AircraftA321
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteTashkent to Almaty
Date FlownSeptember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no

airastana

20th September 2023 : Air Astana response

Dear N Gavko, I'm really sorry to hear about the inconvenience you faced during your trip and about your negative experience with the employees at the office in Tashkent. It’s important for customer service representatives to be helpful and polite. It's true that airlines have strict rules regarding the use of segments in booked flights. Flight coupons are a crucial part of the airline ticket, ensuring that the passengers travel in the correct sequence and enabling the airline to manage their journey efficiently. If passengers attempt to use flight coupons out of order or in a broken sequence, the airline may not accept them for travel. This means passengers cannot skip a segment of their journey and then try to use the coupon for a later segment. Thank you for sharing your experience, and I hope that your future travels will be more pleasant and hassle-free. Regards, Zhanna

9/10

"one of the best experiences"

(Australia)

Trip Verified | I had have one of the best experiences with Air Astana because my April trip from Dubai to Ust-Kamenogorsk via Almaty and Astana and back included 6 flights and all were in time. Different types of aircrafts, such as B767 from DXB to ALA, Airbus 321 long range from ALA to NQZ Astana and Embraer E2 to UKK, all were clean and their condition was also good. Of course in this challenge A321Long range definitely wins because it was brand new. As for food everything was nice and wide choice of beverages is still available as before pandemic. And one more thing I took part in air Astana stop over holidays program for international travellers and my hosting in Almaty and Astana in hotels was very friendly. On international flights airline gives complimentary amenity kit even in economy class. I just have to mention that my screen of entertainment system on my way from Dubai to Almaty didn't work. That's why I took one point from my overall mark.
AircraftBoeing 767 / A321LR
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteDubai to Ust-Kamenogorsk via Almaty
Date FlownApril 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes

airastana

28th July 2023 : Air Astana response

Dear German Zamorin, Great to hear about your fantastic experience with Air Astana! Your detailed review highlights the punctuality, variety of aircraft, and overall cleanliness. It's wonderful that you found the A321 Long range particularly impressive due to its brand new condition. The availability of a wide choice of beverages and good food adds to the positive experience. It's also commendable that you took part in our stopover holidays program and had a friendly hosting experience at the hotels in Almaty and Astana. The complimentary amenity kit in economy class on international flights is a nice touch, showing our commitment to customer satisfaction. Regarding the issue with the entertainment system on your flight from Dubai to Almaty, it's unfortunate that it didn't work properly. It's understandable that this impacted your overall experience, and it's helpful to mention it in your review to provide valuable feedback to us. Thank you for sharing your feedback, and I hope you have many more pleasant flights with us in the future! Regards, Zhanna

5/10

"Disappointing service"

(Kazakhstan)

Not Verified | I fly this airline weekly for Almaty-Baku-Almaty and I have never ever had the flight on time. 40-60 minutes delay is routine for Air Astana. They have to reassess their attitude and schedule because those repetitive delays are not acceptable for what they call 4-star airline. The airline prices are not on level of service they provide either - Disappointing service to be honest.
AircraftA321
Type Of TravellerBusiness
Seat TypePremium Economy
RouteBaku to Almaty
Date FlownJuly 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no

airastana

17th July 2023 : Air Astana response

Dear Olzhas Adil. I apologize for the recurring delays you've experienced with our airline on your Almaty-Baku-Almaty flights. We understand how important it is for our passengers to have punctual and reliable service, and we sincerely apologize for any inconvenience these delays may have caused. Flight delays can occur due to various factors, including weather conditions, air traffic control, or unexpected technical issues. However, it is our responsibility to minimize these disruptions and ensure a smoother travel experience for our valued passengers. Regarding the pricing, we understand that it is important for the cost of our services to align with the quality provided. We regularly review our pricing structure to ensure it reflects the value we aim to deliver. We apologize if you feel that the pricing does not meet your expectations and appreciate your feedback on this matter. We value your loyalty as a frequent flyer, and we would like to extend our gratitude for choosing our airline for your travels. We are committed to making the necessary improvements to provide you with a more reliable and enjoyable experience on your future flights. Please feel free to reach out to our service recovery unit with any specific concerns or requests you may have. We genuinely appreciate your feedback and hope to have the opportunity to regain your trust in our services. Regards, Zhanna

10/10

"Food was exquisite"

(Argentina)

Trip Verified | This is really a different airline. The plane was impeccable, clean, looked young. Cabin staff is really amazing, taking care and checking during the hole flight. Food was exquisite. The Samsonite amenity kit was amazing, sleek and modern. A real pleasure to travel on this airline.
AircraftA321neo
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteIstanbul to Kazakhstan via Almaty
Date FlownMay 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes

airastana

7th June 2023 : Air Astana response

Dear P Gomez, Thank you so much for taking the time to share your review with us. We are thrilled to hear that you had a fantastic experience with our airline. We take great pride in maintaining the highest standards for our planes, ensuring they are clean and well-maintained. Our cabin staff is dedicated to providing exceptional service and ensuring your comfort throughout the entire flight. It's wonderful to know that they took good care of you. We are delighted that you enjoyed our exquisite food selection. We strive to offer a culinary experience that exceeds expectations, and your positive feedback is truly rewarding. Furthermore, we are glad that you appreciated our amenity kit. We believe in providing our passengers with modern and sleek amenities to enhance their journey. Thank you once again for choosing to travel with us. We look forward to welcoming you onboard again soon for another pleasurable experience. Best regards, Zhanna

4/10

"rescheduled for a morning flight"

(Australia)

Trip Verified | I booked with Air Astana for a flight from Tashkent to Astana transiting in Almaty. Our flight was delayed for over an hour in Astana - an additional one hour later than my original booking. This meant that I now have too short a transit time and need to be re-scheduled. I received an SMS advising that I am rescheduled for a morning flight (arrival 10 a.m. the next day instead of 6 pm) I then went into frantic messages to my hotel in Astana cancelling my booking - about AUD100 extra for a few hours! On check-in I was moved to another later flight with no discussion with me. So I am unaware of this, land in Almaty transit and go to the counter to check my hotel voucher. There, I am directed to the amended boarding pass and it is for a night flight arriving 10pm. So, again, frantic messages to my hotel - after over 20 minutes running around to get a Kazakh SIM card - to re-book my room. I found the place now fully booked. Called them and thankfully, they re-booked my room.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteTashkent to Astana via Almaty
Date FlownMay 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no

airastana

12th May 2023 : Air Astana response

Dear M Badeil, Thank you for sharing your recent experience with Air Astana. We are sorry to hear about the inconvenience caused due to the delay in your flight and the subsequent rescheduling of your travel plans. We understand how frustrating it can be when travel plans are disrupted and we apologize for any stress or inconvenience caused as a result of the delay. We would like to assure you that we always strive to provide the highest level of service to our passengers and we deeply regret any inconvenience caused in your case. We apologize for the miscommunication regarding your rescheduled flight and the subsequent changes to your arrival time. We understand that this caused significant inconvenience, including the cancellation of your hotel booking and the need to make alternative arrangements. Please be assured that we have taken note of your feedback and will do our best to prevent similar issues in the future. We value your feedback and appreciate your patience and understanding. Once again, please accept our sincerest apologies for any inconvenience caused. We hope to have the opportunity to serve you better in the future. Sincerely, Zhanna

4/10

"I haven't got any repayment"

(Kyrgyzstan)

Trip Verified | The flight that I report was supposed to take place in March 2022, but it never took place. It was cancelled. However, a year after the flight, I haven't got any repayment although I've sent all the necessary documents to the company. All I got was promises. I did try to believe the company and even traveled with Air Astana once again in October 2022. Still, no keeping promises.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMoscow to Nur-Sultan via Almaty / Bishkek
Date FlownOctober 2022
Ground Service 12345
Value For Money 12345
no

airastana

13th March 2023 : Air Astana response

Dear Natalia, We are extremely disappointed to receive this review and learn about your recent experience with us. Please accept our sincere apologies for the delay in ticket refund. We make every effort to fulfil our obligations fully and make refunds to all passengers without exception. At this stage, my colleague communicates with you via email regarding the refund process. We would like to thank you for taking the time to make this report and to apologize for any inconvenience you faced. Thank you for your patience. Regards, Zhanna

10/10

"This is how an airline should be run!"

(United Kingdom)

Trip Verified | What a nice little airline! Air Astana provides economy passengers with a surprisingly generous amenity bag which was a nice touch. Cutlery was real metal (rare in economy!) The food was really good and the staff were friendly. This is how an airline should be run! Well done guys.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteIstanbul to Astana
Date FlownJanuary 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes

airastana

14th March 2023 : Air Astana response

Dear Adrian Pritchard, Thank you for your feedback and high rating. We appreciate you recognizing all the efforts taken to provide excellent service during your flight from Istanbul to Astana. We treat our passengers as our guest providing them with hospitality and professionalism of our crew members, and with the best selection of our entertainment, food, and beverages. The amenity kits are created with care and thoughts of passengers’ comfort. We’re looking forward to greeting you on board of your next flight. Yours sincerely, Zhanna