Aeroflot Russian Airlines

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 548 reviews
6/10
4 star Skytrax Rating
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1/10

"charge me for my carry on luggage"

(Italy)

Trip Verified | Ho Chi Minh City to Verona via Moscow. I have been charged at the airport 200 euros for a 23 kg piece of luggage. I paid for extra pieces 400 euros total. Not happy about that, the awful personnel at Ho Chi Minh City airport wanted to charge me 200 euros for my carry on luggage because it was 2 centimers too big. Never again Aeroflot, change gear Saigon.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteHo Chi Minh City to Verona via Moscow
Date FlownSeptember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
10/10

"exceeded my expectations"

(United States)

Trip Verified | Washington DC to Moscow. Very pleased with this airline. In-flight food / service / entertainment was top notch and exceeded my expectations. The aircraft was also new with generous leg room. Thanks Aeroflot!
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteWashington DC to Moscow
Date FlownSeptember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
10/10

"never forget their kindness"

(Japan)

Trip Verified | Seoul to Minsk via Moscow. I had a booking that involved two airlines and three layovers, and when I came to check in in the city of origin, it turned out I needed a visa to make the first layover. A visa I didn't have. Aeroflot (the second airline) agreed to take my luggage from the first airline so that I wouldn't need to go through passport control and pick up my luggage and then check in again to continue my journey. I will never forget their kindness. Moreover, on the second leg of my journey I had a problem with my ticket (bought through the agent, not from the airline) and the manager Andrei in Seoul check in desk went the extra mile to call the agent on my behalf and try and solve the problem, and in the end helped me to buy a new ticket all the way being calm, supportive and professional. The more I fly Aeroflot, the more I feel secure that I will always be taken care of.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSeoul to Minsk via Moscow
Date FlownSeptember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
6/10

"Leg room was very good"

(Austria)

Not Verified | Barnaul to Vienna via Moscow. It was the first routing on Aeroflot for me in many years and I was keen to see if and how their product has changed over time. I had flown the Route VIE-SVO-BAX a week before as well. All sectors were operated by Boeing 737-800 aircraft and the planes seemed to be in very good condition from outside and in the cabin. Leg room was very good for economy class, the flight attendants were helpful and service was done in a professional manner. On the flight from Moscow to Vienna several passengers who were influenced by alcohol already when they boarded became a nuisance to all others. They disturbed other guests and started to threaten their neighbours after landing in Vienna. The crew did not react to this and even sold alcohol to them. This event had a negative impact to my personal feeling of safety.
AircraftBoeing 737-800
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBarnaul to Vienna via Moscow
Date FlownSeptember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
2/10

"stood in line for at least 50 minutes"

(Russian Federation)

Trip Verified | Moscow to Nalchik. I flew abroad with many foreign companies, but I never saw that the registration of passengers and baggage was so slow (my granddaughter and I stood in line for at least 50 minutes, despite the fact that the line was not so long). For all the time in the queue there was not a single announcement about the beginning or end of check-in for flights, which I initially did not pay attention to, but which probably played a decisive role in what happened. Having pre-registered online, I did not manage to check in my luggage until the end of registration. When it was my turn, they suggested that I fly without baggage. As a result, my granddaughter, 14 years old, who had no luggage, flew out alone, while I reissued a ticket at the ticket office the next day (August 8), for which I paid 5520 rubles. In addition to me, other people with similar stories crowded around the ticket office and they all asked the same questions: “Why don't they announce the end of registration? Why are company employees working so slowly?” I want to ask one more question: "Why do the tickets indicate only the time of boarding the plane, but there is no time to complete the registration?" I believe that a decent airline would return the money to me (I filed a complaint with the company), but Aerofot refused to do this.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMoscow to Nalchik
Date FlownAugust 2019
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

"forced to buy a new ticket"

(Germany)

Trip Verified | I missed my connecting flight to Istanbul on sept 6th after a delayed flight from Los Angeles. I arrived at the boarding gate 21 minutes before departure time after a long security and passport control line but I was denied for boarding because the gate was already closed. The staff at the boarding gate was very unfriendly and did not help me and 5 other people who missed the same flight. All of us went to the ticket office and were forced to buy a new ticket. The penalty payment wasn’t even accepted and I had to pay additional 15157 Russian Rubel for the new boarding pass. They told me that I can only complain on the website and request my money back. When I arrived in Istanbul, my luggage had been left in Moscow. Their only job was to get me into this connecting flight without additional fees and also not to leave my luggage in Moscow, but they did - my luggage finally arrived 2 days later in the evening. My porcelain vaze from Fort Lauderdale/America was broken and cost me about 152$. This trip with Aeroflot was a huge mistake and also a big disappointment.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLos Angeles to Istanbul via Moscow
Date FlownSeptember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
10/10

"one of the best flights"

(Canada)

Trip Verified | Vladivostok to Moscow. Very pleasant surprise, one of the best flights I've recently had. Aircraft was a bit dated but very comfy with a decent legroom. Being 6'3" i didn't find it uncomfortable on 8 hours flight. The food is great, drinks selection could be better but nevertheless was OK. Toothbrush as well as slippers and eye-masks were provided which made the flight much better.
AircraftBoeing 777
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteVladivostok to Moscow
Date FlownSeptember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
3/10

"I didn't get any money back"

(United States)

Trip Verified | New York to Moscow. I paid extra for seats before our trip to Moscow. My selection was 18 G and 18 F for both flights. But we received boarding passes for 23 row seats instead of 18 row. 23 is a lavatory row. I paid for service which have not been provided. I contacted Aeroflot for refund but I didn't get any money back.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteNew York to Moscow
Date FlownSeptember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"get visa and fly out 2 weeks later"

(United States)

Trip Verified | Washington to Minsk via Moscow. As American citizens, you don’t need a visa to go to Belarus except if you fly to or from Russia. So we get to the airport, they tell us you can’t go. They didn’t want to help, rebook, provided no solutions. After 3 hours on the phone with the customer service, we rebooked and paid the change fees. Spend tons of money to get Russian and Belarus visa and fly out 2 weeks later. On the way back, the flight was delayed from Minsk to Moscow which made us miss the connecting flight. they provided no solution to how we can get back home. Finally after fighting, they able to put us on a flight to miami. We had to pay extra for that as well and then we had to pay ourselves to go from Miami to dc. The experience was just unbelievable, never have we had such an atrocious experience and been treated the way we were.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteWashington to Minsk via Moscow
Date FlownSeptember 2019
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
8/10

"staff were attentive"

(Portugal)

Trip Verified | Kazan to Lisbon via Moscow. The flight departed a bit late, but the passengers were kept informed. The first leg went just fine, with a snack for a 90 min flight. Departing from Moscow, the gate was changed some three times, terminal included. And that us not nice. Also, the flight was late, despite people being informed and the profuse apologies onboard. The service went well - more smiling needed! - as staff were attentive (a mother asked for help to put the socks on her baby and the attendant promptly did so). The food was not so good on the flight to Lisbon, but there were two options on Economy.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteKazan to Lisbon via Moscow
Date FlownAugust 2019
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes