Air Astana

✅ Trip Verified | My flight from Aktobe to Almaty was canceled. I had another flight to Phuket and then from Phuket to Sydney by another airline. Air Astana didn’t provide any option to get to Almaty, they only offered to return money or re-book to 3 weeks later. Call center couldn’t help. I bought by my own ticket to Almaty through Nur-Sultan and requested refund for this segment and compensation of my expenses for ticket I purchased by myself. I haven’t received yet any answer from them from July, 5, 2022.

✅ Trip Verified | I experienced exceptional customer service from the ground staff who checked in our baggage was professional and exceptional customer orientated. Not only she helped with our special request (which she could easily deny as per rules and which required an extra effort from her side) moreover, she went beyond that. She send an email to the Air Astana representative in Georgia asking for assistance, which we never asked for. She even accepted a slight extra bag weight and wished us a pleasant flight. Airbus 320 Neo - nice aircraft with comfy chairs. Good selection of movies, would be cool to have some podcasts though! Overall flight was good, rest of the staff did well also.

✅ Trip Verified | Thoroughly enjoyed flight from Nur Sultan (Astana) to Frankfurt with Air Astana Sunday 14th Feb 2021, I was travelling from Almaty to Frankfurt via Astana. First leg economy, second leg business. The service on both flights was very good and the food and drink outstanding. Tasty sandwich on the first domestic leg and given plenty of choice and excellent presentation of starter and main course on the international flight. Good Job Air Astana.

✅ Trip Verified | I have been using Air Astana on various domestic and international routes for 15 years. I have seen great improvements in this time from the early days. Not only in the quality of the aircraft and facilities but especially in in the cabin services. My recent flight this month highlighted this. Though I travelled economy I found the cabin staff very attentive and helpful. They were polite and supportive and prompt with any requests. The food was excellent, it was breakfast but hot, tasty and filling. The amenities packs are now eco friendly. They contain all those items that one requires on a journey of 3 hours or longer. They look good too. It was a new aircraft that was very clean, with comfy seats and was equipped with an excellent entertainment package. My only concern was travelling during these difficult times and the flight was full, understandably with the reduce number of flights scheduled. The in cabin safety brief, which is excellent and worth watching in all three languages, has had an amendment to relate to the latest pandemic requirements. The cabin crew enforced these rules without fear or favour in a very polite and professional manner. Keep up the good work Air Astana, you are my favourite airline.

Not Verified | Poor service with customers. I booked 2 tickets in February and March. The company canceled the flights and sent emails automatically. No clear information or explanation. I tried many times to contact the call-center of the air company to get more information about the flight and discuss the schedule, but no answer. I sent an email immediately but replied after 2 months without detailed information. I have been waiting for a refund for 3 months. This is my first time to face such as poor service and no respect for customers.

✅ Trip Verified | Almaty - Saint-Petersburg is my favourite route. Flight was on time. Aircraft was brand new A320NEO (2 months old). Service was excellent, food was very good, choice of beverages perfect. Now airline using eco packs for amenity kits and it looks so good! And also inside of the kit they even put neck pillow, because flight was longer than 5 hours.

✅ Trip Verified | London Heathrow - Nur Sultan - Almaty in December 2019, returning 8 days later. Check in at LHR was efficient and fast track through security excellent. However the flight was then delayed at the last minute and there was hardly any seating at the gate where we had to wait, no announcements/updates and few staff who seemed a little disorganised and unhelpful. Several passengers including myself had connecting flights which was making people quite agitated as they were unsure what would happen if they missed their connections. Once aboard, the cabin layout and space were excellent. Staff were efficient, polite and you were made to feel very welcome. The food choices were great, very tasty and portion sizes just right. There was a huge choice of drink options too. The seat converted easily to a very low level lay flat bed and I managed to sleep for a few hours. Upon arrival in Nur Sultan I was met off the flight (pre-arranged) and taken through security with a quick stop in the lounge to freshen up before joining my connecting flight on to Almaty. The lady who met me was excellent and couldn’t have been more helpful. It was a huge help to me as I was travelling alone and there was very limited time to pass from international to domestic and then find my onward flight to Almaty. She spoke perfect English and made the transfer very smooth for me. The flight to ALA was good. Plenty of leg room and great adjustments on the seat, especially for leg support, but perhaps more tricky to climb out of from a window seat than the previous flight layout. The breakfast menu was excellent as you could choose anything from a pastry and coffee right up to a full cooked breakfast. The cabin crew served this efficiently in a limited time frame. My return journey was equally enjoyable. On the Nur Sultan to LHR leg there were about 40% seats not occupied in business class which made the experience even more special as the staff had more time to ensure you were comfortable. It was nice to be able to enjoy this leg during daylight hours as I’d slept a chunk of the outward version of this leg! All in all I really enjoyed my first experience with Air Astana. The only disappointment was the initial delays at Heathrow, the area we had to wait and how these were handled by the ground staff there.

✅ Trip Verified | I want to say thank you to the Nomad Club team. Recently I had a trip from Almaty to Dubai, this trip was quite difficult, we went through all sorts of delays to weather and other reasons, flight changes, etc. Once this trip was over I described everything to Air Astana Customer care, and I was very satisfied with their response and actions.

✅ Trip Verified | Almaty to Bishkek. Have flown this route number of times in past year sometimes via TSE, the older version of Embraer used which in my view is more comfortable than the new model in their fleet. All Sectors on schedule, very pleasant crew.

✅ Trip Verified | Atyrau to Almaty. Cabin crew was inattentive and rude. Twice requested for a blanket, didn’t get it till the end. That time I thought maybe it’s not included for economy seats. But last time had to take business class ticket, yet no blanket was given and service was still not the welcoming. Aircraft was clean and comfortable. Food quality was satisfying. Also my friend’s luggage was lost on his flight. Asked me to help him to negotiate with lost and found team since he doesn’t speak Russian. The operator was non-helping. When i asked her the approximate time his luggage will be delivered she told me that it will be there after one hour. We waited 3 hours at hotel lobby at night, and didn’t get it. The lost and found was already out of service. I guess company like this can afford to make the lost and found service 24/7. So the luggage was delivered only at noon, even though airplane that brought it from Amsterdam arrived at night.