Air Astana

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.

✅ 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.