"exceptional customer service"
Elnar Smagulov (Qatar)
Type Of Traveller | Couple Leisure |
Seat Type | Economy Class |
Route | Almaty to Tbilisi |
Date Flown | May 2021 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Inflight Entertainment | 12345 |
Ground Service | 12345 |
Value For Money | 12345 |
Recommended | yes |
3rd August 2021 : Air Astana response
Dear Elnar Smagulov, Thank you for your feedback. We're glad that your expectations were exceeded by the level of our customer service. Your kind words are greatly appreciated, and we hope to continue to provide great service for years to come. From all of us at Air Astana family, we look forward to seeing you again soon! Regards, Zhanna
"Thoroughly enjoyed flight"
1 reviews B Gordon (Kazakhstan)
Type Of Traveller | Solo Leisure |
Seat Type | Business Class |
Route | Almaty to Frankfurt via Nur Sultan |
Date Flown | February 2021 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Inflight Entertainment | 12345 |
Ground Service | 12345 |
Value For Money | 12345 |
Recommended | yes |
18th February 2021 : Air Astana response
Dear B Gordon , Thank you for your feedback and high rating. We appreciate you recognizing all the efforts taken to provide excellent service both in Economy and Business classes. We treat our passengers as our guest providing them with hospitality and professionalism of our crew members, and with the best selection of our entertainment, food, beverages and travel kits on board. We’re looking forward to greet you on board of your next flight. Yours sincerely, Zhanna
"Keep up the good work Air Astana"
2 reviews Mark Sugrue (United Kingdom)
Aircraft | A321 |
Type Of Traveller | Business |
Seat Type | Economy Class |
Route | Atyrau to Amsterdam |
Date Flown | December 2020 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Inflight Entertainment | 12345 |
Ground Service | 12345 |
Value For Money | 12345 |
Recommended | yes |
28th December 2020 : Air Astana response
Dear Mark Sugrue, We appreciate you taking time to review Air Astana. It means so much to us when our loyal travellers share their experience and rate our services so high. Thank you for your kind comments towards our crew, catering, amenity kits and seat comfort. We hope you have wonderful holidays and we wish you a happy new year. We will be glad to greet you soon. Yours sincerely, Zhanna
"waiting for a refund for 3 months"
K Esen (Kazakhstan)
Type Of Traveller | Solo Leisure |
Seat Type | Economy Class |
Route | Nur-Sultan to Seoul |
Date Flown | March 2020 |
Value For Money | 12345 |
Recommended | no |
2nd August 2020 : Air Astana response
Dear K Esen , We are extremely disappointed to receive this review and learn about your recent experience with us. We are currently experiencing an increasing number of calls and inquiries, and our Call Center is working under enormous pressure doing their best to handle all the requests as quickly as possible. Please rest assured that we make every effort to fulfill our obligations fully and make refunds to all passengers without exception. From our team, we'd like to thank you for your patience and understanding. If you have any question or issues, please contact us at [email protected] and we'd be happy to assist you. Yours sincerely, Zhanna.
"Service was excellent"
German Zamorin (Australia)
Aircraft | A320 NEO |
Type Of Traveller | Solo Leisure |
Seat Type | Economy Class |
Route | Almaty to St. Petersburg |
Date Flown | March 2020 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Inflight Entertainment | 12345 |
Ground Service | 12345 |
Value For Money | 12345 |
Recommended | yes |
7th August 2020 : Air Astana response
Dear German Zamorin, Thank you for taking your time and sharing your review with us. We’re very pleased to know that your flight experience exceeded your expectations and you have rated our onboard service and catering so high. Our food variety, entertainment system and amenity kits are created with the thoughts of passengers’ comfort. Thank you for recognizing our efforts. We hope to see you soon on board of your aircraft. Yours sincerely, Zhanna
"return journey equally enjoyable"
V Keane (United Kingdom)
Type Of Traveller | Solo Leisure |
Seat Type | Business Class |
Route | Almaty to London via Nur Sultan |
Date Flown | December 2019 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Inflight Entertainment | 12345 |
Ground Service | 12345 |
Value For Money | 12345 |
Recommended | yes |
7th August 2020 : Air Astana response
Dear V Keane, Thank you for your feedback and high rating. We constantly strive to improve our services to meet and possibly exceed passengers’ expectations. And we're glad that you enjoy your flights with us. We are very pleased to hear that you have appreciated all the efforts made by our staff to provide passengers with a comfortable and safe flight. The flight delay can be indeed unpleasant and stressful for all passengers. We’re sorry that you felt uncomfortable and uneasy before your flight to Nur-Sultan. Thank you for bringing this issue to our attention. We are always looking for ways to better our service, and your feedback is an invaluable part of that process. Should you need help in the future, please do not hesitate to contact us at [email protected] , as we will be very happy to assist you personally with anything you need. We look forward to welcoming you on board another “Air Astana” flight soon. Sincerely, Zhanna
"trip was quite difficult"
K Dalasan (Kazakhstan)
Aircraft | E190-E2 |
Type Of Traveller | Business |
Seat Type | Economy Class |
Route | Almaty to Dubai |
Date Flown | February 2020 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Ground Service | 12345 |
Value For Money | 12345 |
Recommended | yes |
7th August 2020 : Air Astana response
Dear K Dalasan , Thank you for your high rating and positive review. We would like to say thank you for being a part of our Nomad Club program and we are very pleased to hear that you have appreciated all the efforts made by our Customer Care. We put customer experience and satisfaction as our priority, and your review reaffirms the hard work we put in every day. So thanks for your kind words and we look forward to seeing you again. Regards, Zhanna
"very pleasant crew"
Paul Richards (Kazakhstan)
Aircraft | Embraer |
Type Of Traveller | Business |
Seat Type | Business Class |
Route | Almaty to Bishkek |
Date Flown | January 2020 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Ground Service | 12345 |
Value For Money | 12345 |
Recommended | yes |
11th February 2020 : Air Astana response
Dear Mr. Richards, Thank you for taking time and sharing your review with us. Our fleet is modern and young; it consists of Boeing – 767, 757, Airbus 320 Neo, Airbus 321 Neo, Embraer E90 and Embraer E190-E2. The last one has improved aerodynamics, redesigned fuselage, wings and new engines. Embraer E190-E2 is fitted with 108 seats in a four abreast / two-by-two layout which provides more legroom and additional luggage storage space. Thank you for highlighting our crew. They are always recognized for being friendly, supportive and helpful. We will be pleased to welcome you on another Air Astana flight very soon. Regards, Zhanna
"inattentive and rude"
Saule Sadykova (Kazakhstan)
Type Of Traveller | Solo Leisure |
Seat Type | Economy Class |
Route | Atyrau to Almaty |
Date Flown | August 2019 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Inflight Entertainment | 12345 |
Ground Service | 12345 |
Wifi & Connectivity | 12345 |
Value For Money | 12345 |
Recommended | yes |
23rd January 2020 : Air Astana response
Dear Saule Sadykova, Thank you for taking your time and sharing your thoughts with us. We’re very sorry to learn about your flight and post flight experiences. Blankets are always available for the passengers despite the class of travel or destination. We completely understand that there are no small things and every detail during the flight is important for seamless and comfortable journey. Usually our staff makes every effort to support passengers with any requests and make them feel at home. We’d like to apologize that this didn’t happen during your flights and you were left disappointed with the level of service provided to you. Thank you for highlighting cleanliness of the aircraft and the meal service. Separately we’d like to apologize for the late delivery of your friend’s baggage and followed misunderstanding with the agents about the delivery time. We can imagine it was quite stressful and unpleasant situation. If you could advise us your friend’s flight details (ticket number, flight date, name/surname) to [email protected], we will be able to come back to you with the solution. We appreciate any feedback received and use them to improve our level of the service across all touchpoints. We do hope you will give us a chance to return your custom. Yours sincerely, Nargiz
"Awful experience"
1 reviews B Melizova (United Kingdom)
Type Of Traveller | Family Leisure |
Seat Type | Economy Class |
Route | London to Nur-Sultan |
Date Flown | August 2019 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Inflight Entertainment | 12345 |
Ground Service | 12345 |
Wifi & Connectivity | 12345 |
Value For Money | 12345 |
Recommended | no |
8th January 2020 : Air Astana response
Dear B Melizova, Thank you for taking your time and sharing your thoughts. It’s very disappointing to receive this review and learn about your encounter with us. We note from your ratings that not only the check-in experience, but the other criteria are not up to our usual standards. We’d really appreciate if you could share with us your story and flight details via [email protected] For us every passenger’s feedback matters and helps us to improve the level of service. We’re looking forward to hear from you. Yours sincerely, Zhanna