✅ Trip Verified
| New York to Tel Aviv via Moscow in June 2019. Worst experience I've had with an airline. My flight from JFK to SVO, was continually delayed by Aeroflot without explanation. Even though the boarding time was never changed, we boarded over an hour late, then were told to get off after 80 minutes sitting on the plane without any sort of communication from Aeroflot staff about what was happening. They eventually claimed that they were trying to solve "mechanical issues" with the plane while we continued to sit on the plane. As I later heard airport staff commenting on, I have no idea why they boarded all of the passengers when they had clearly not solved the issue to begin with. To make matters worse, despite the flight taking off from New York (with many American and English-speaking passengers on board), most of the announcements were only made in Russian. After we got off, we were told that we would need to wait for up to 3 more hours to be notified about the status of our flight. We waited for almost 2 more hours before they canceled the flight - but, in fact, they did not admit to canceling the flight - instead, they claimed to have "delayed" the flight for a full 24 hours! Many passengers, myself included, were upset and frustrated, but this was not the end of the complete botching of this flight by Aeroflot. They seemed to have no planned response to this scenario. They herded us all upstairs to claim our luggage, and then had us wait in obscenely long lines to check in with two Aeroflot staff members to claim an updated ticket for the 24-hour-delayed flight and/or a hotel voucher. After already being delayed for hours, we had to wait on these lines for at least an additional 1-2 hours. The worst part of this whole disaster was that Aeroflot claimed that they were not rebooking anyone's flight because the flight had not technically been canceled, it had been delayed (according to them). Most reasonable airlines release tickets once a flight has been canceled (as this one effectively had been, clearly) so that passengers can rebook on other flights, but Aeroflot was able to get around that by "delaying" the flight. The staff that were handing out the new tickets and hotel vouchers were quite rude and displayed no sympathy for customers who had been treated so poorly by the airline already (I understand they were dealing with many angry customers, but they still could have at least apologized on the behalf of the airline, which they did not). Sure enough, even though I had a program in Tel Aviv that required my presence before the "delayed" flight's arrival, Aeroflot would not rebook my flight. I was lucky enough to have a travel agent for this trip, and they were able to demand that Aeroflot rebook my flight to another airline after a lot of frustration on their part, requiring me to rush to another airport after a whole night of no sleep. The entire experience was handled so poorly and unprofessionally from beginning to end that I will never fly with Aeroflot again.