Air Astana

✅ 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.

✅ Trip Verified | London to Nur-Sultan in August 2019. Awful experience. They used to be good but not anymore. I often fly from London to Almaty using Air Astana. The check in company ASC at Heathrow Terminal 4 used by Air Astana are rude and not friendly at all.

✅ Trip Verified | Tashkent to London via Almaty / Astana. Air Astana customer service is horrendous, especially if you’re stranded at an airport trying to get home. On my 7-hour flight, there was no inflight entertainment or USB charging points. I’m on the verge of tears midway through a journey from Tashkent to London via Almaty and Astana. My flight from Astana to London has been delayed, which happens. It’s not the first time and won’t be the last. Air Astana’s handling of the delay has bee utterly abysmal and frankly negligent. I was at the airport 1.5 hours before my flight was due to leave as I was transferring from Almaty. I had no notification or text message, I just found out when I wanted to make my way to the gate! I tried to find some staff, no one was around to ask questions. I went to the business lounge, who rang someone and said “they’re coming”. A whole 40 mins later, no one came. I went to one of the gates to ask staff there. They asked if I was on the Dubai flight. When I said no, they walked off. At this point I didn’t know whether my flight was cancelled, delayed or what time it was due to London. I eventually found a desk in the corner of the terminal and they advised me to go upstairs to get some food and water. They had no vegetarian options at all and tiny cups of water. I’ve been travelling for 20 hours at this point and still don’t know when I’m going to get home ... but at least I have a drop of water to keep me going.. Do yourself a favour and book any other airline.

✅ Trip Verified | Novosibirsk to Almaty via Nur Sultan. Check in was easy and straight forward. There were no problems with being 1kg overweight. Both flights left and landed on time. Cabin crew were polite and spoke good English and managed to serve a snack on each flight, despite them being short flights. Seats were comfortable. I had paid extra for the Nur Sultan - Almaty leg and quite spacious.

✅ Trip Verified | Kuala Lumpur to Almaty. I credit Air Astana for their superior service on a recent flight from KUL to ALA last Tuesday 1st October. The service received on the flight was second to none, where the team leader provided a first class service during the the 7 hour flight. The quality of the main meal, wine and snack was excellent. I know Air Astana has received some criticism in the past but it was one of the best experiences I have had when flying. They made you feel welcome and special from start to finish.

✅ Trip Verified | Beijing to Almaty. Airline billed me R1800 for my hand luggage bag, while was within its weight limit. According to their statement hand luggage and a laptop bag is 2 items, hence the reason I needed to check in my hand luggage, knowing only on bag is allowed. They than ask me to pay via my debit card. We were a team and I was asked to pay, my team was allowed to take hand luggage and a laptop bag. I demand my money to be refunded.

✅ Trip Verified | Moscow to Shymkent via Almaty. For foreign passengers buying Air Astana's tickets through travel websites such as Expedia or Priceline, beware of tactics in getting people to buy their low priced tickets, only to find out the 'Economy Class with one piece of checked luggage included' actually means only 1 kg of checked luggage, which is less than the weight of most suitcases! On their website, the baggage policy for Economy class is stated as 20 kilos, with no mention of a 1 kilo policy. We flew from Moscow to Shymkent and even though our confirmation page clearly stated we are economy passengers with 1 piece of luggage included, we were forced to pay for excess luggage because their system showed we are not allowed checked luggage. We complained to the supervisor in charge of Air Astana check in desk at Moscow SVO airport but she was rude and unhelpful. She was basically saying 'I don't care what your Confirmation Page says. We go by our system so either pay or don't fly!' We have since complained to Air Astana and asked for a refund, but no reply yet. Beware!

✅ Trip Verified | Kuala Lumpur to Almaty. I would like to express my deep gratitude to the crew of KC936 at the 25th August for their good work in conditions of prolonged turbulence. The stewardesses, in spite of the shaking, carried out the service, organize food and drinks. The food was excellent. Service was on top! Thanks to the pilots and the entire crew for the excellent flight.

✅ Trip Verified | Astana to Delhi via Almaty with Air Astana. Horrible experience, airlines delayed the flight but gave no updates or indications when the flight would go. They changed the pre blocked seats, shifted me from aisle to window, this is despite having a boarding card for aisle seat. When I complained to cabin crew, they were arrogant and told me you did not pay to block so we can move you if we want. They were not at all apologetic for the delay, on top of that they did not serve a proper meal saying that I had not made a special request, which is strange as I had not made a special request while coming into to Almaty as well, but the they served the meal. The passenger in the seat in front also had an issue and the stewardess was like you can write if you want it doesn’t matter.

✅ Trip Verified | Our flight from Baku to Nur-Sultan was supposed to depart at 11.50pm on 23 June 2019. However, due to mechanical problems, the flight got cancelled and we were rebooked on the flight at 11.50pm on 24 June 2019. Therefore, we were delayed to depart Baku for 24 full hours. The Air Astana ground staff in Baku Airport made absolutely no formal announcement in English about the process. So we did not know what to do and what to expect. Many passengers just formed a circle around the ground staff and it was a total chaos. The whole process took almost 5 hours from flight cancellation until we got our bags and left the airport. All passengers were very exhausted and we were not provided any food or drink during that time. We were provided food or drink for the first time around 6 hours after flight cancellation. It seems to me that Air Astana could not professionally handle flight delay/cancellation situations. I also requested Air Astana to provide us delay compensation according to the "Air Astana Rules on Long Delay Cancellation and Denied Boarding" policies on 28 June 2019. I have not heard from Air Astana since then.