Aeroflot Russian Airlines

The service at SVO airport is horrible. I flew to Copenhagen by SAS flight 8700 operated by Aeroflot. The agent wanted to charge me for the excess baggage. I tried to explain to her that on a code sharing flights I am governed by the rules of SAS not by Aeroflot rules. But she did not want to listen repeating again and again that she knew the rules. Eventually after a long verbal exchange she called the authorities and found out that I was right. In the Aeroflot lounge - which I was entitled to use in lieu of SAS lounge - the employee on duty refused to let me in. She sent me to the other end of the airport where the people sent me to another lounge and each refused to let me in. The employees of the Aeroflot as it turned out did not know their own airport: they did not know any telephones to call nor they had any directories at and they did not know even the telephone of their own lounges in different part of the airport nor were they able to provide any reasonable assistance. Eventually at my insistence one of the supervisors after calling around for 10-15 minutes found out that I was indeed eligible to get into the very first lounge. The same girl who did not allow me in eventually had to call and find out that she was wrong. She never apologized. In fact all the personnel there turned out to be so rude and incompetent.

Geneva to HK via Moscow. Aeroflot was good for the given price. The customer service was up to the mark (eg. I didnt confirm veg meal while booking but attendant once informed remembered to bring me veg meal with a smile). I found it to be a cultural thing with the russians which you should be open enough to accept it. Things can be little chaotic at Moscow airport. Check which airplanes they are flying on given routes and make booking accordingly - Airbus they had were new.

Amsterdam-Moscow-Beijing and back. Friendly staff good meals and good seats. Only in the flights from Amsterdam to Moscow and back is no inflight entertainment. IFE Moscow - Beijing good and a lot of choices of music movies. We had friendly staff even smiles sometime. Meals good different and good quality. A few little delays but nothing more then a few minutes. One problem is that we fly on the old terminal F the people are rude and unhelpful but the new terminals are better.

Brussels-Moscow-Beijing and back. Arrived in Moscow 15 minutes late but departure to Beijing was one hour late. Reason (de-icing of the aircraft) was announced. A320 on the Brussels- Moscow stretch older B767 on the Moscow-Beijing stretch. Service onboard was correct and friendly and meals of decent quality. I feel that good quality was offered given the very low fare.

BKK-SVO-CDG. Long lines slow and chaotic check-in at BKK. Planes spotless and economy seats reasonably comfortable. Crew did not stop passengers from standing up and opening the overhead compartment while taxiing. Onboard service was minimal. BKK-SVO crew performed their duty but without smiles. SU does not serve alcohol on economy class for the BKK-SVO route. Onboard food has nothing special to mention about. Limited drinks and entertainment choices. SVO transit security checks extremely slow since there was only one counter. SVO has been renovated since I last passed through this airport. I did not expect much and the ticket was the cheapest!

Bangkok to Budapest through Moscow. The plane leg room and food were ok nothing too great but adequate. Entertainment is rather limited especially when you are offered the same films on the way back. Passengers were sober and quiet but they did not react security calls and moved around cabins in a random manner. A huge queue to go through a single transit desk in Moscow. One machine - a real embarrassment. Airport is a 19th Century with coffee costing £5. We needed some help with finding a gate. I approached 6 airport staff - all were abrupt rude and unhelpful (I am bi-lingual and tried both languages). Staff in the plane were polite but still no smiles as in other airlines. There were numerous delays in all locations. I have to say that the price was very good so will go again. Please smile more and show more films.

KBP-SVO and consider it the best option between Kiev and Moscow. I was promised 500 miles for online check in which didn't work. Airport check in a breeze. Boarding was chaotic A321 spotless with good seat pitch. Fast baggage delivery. Onboard experience was somewhat spoilt with inedible breakfast snack and young crew members who looked lost and helpless. English announcements were hard to comprehend.

BKK to Madrid via Moscow. Except for a bottleneck at Moscow airport the return flights were okay - good food limited inflight entertainment reasonably pleasant cabin staff. I would fly with them again if they continue to offer their low prices. The bottleneck at Moscow - transit passengers had to go through one security machine - completely inadequate for the number of passengers.

At Beijing we had about 2 hours of delay boarding an aged B767. After another 45 minutes captain said sorry today we do not fly: the plane is broken. By about 0430 in the morning the Aeroflot airport staff said to me that I must spend my night with an unknown other traveller. After having been sent to the miserable hotel at about 1330 next day I was able to leave Beijing to Moscow with a better A332 aircraft. Staff is incompetent and very rude. They just don't know a word of English and if you have a problem it remain a your problem. They have to learn a lot.

Moscow to Vladivostok. The worst flight I ever had chose economy as biz class is a rip off for domestic flight - service is terrible. I called many time the hostess for a glass of water during the night - no one came. No need to talk about food it was terrible. Service is like the food. My last experience with this airline (beside the one hour flight to St Petersburg I do regularly) I don't understand how they can be SkyTeam member.