Air Astana

✅ 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.

Not Verified | Almaty to Moscow. Every time I used Air Astana I was always satisfied by the service provided and attention to every detail. Aircrafts are ideally clean, quality of food is good, personnel are professional and attentive. But this flight positively surprised me. New aircraft, updated stylish kits for passengers and especially children, comfortable chairs. I felt myself, like I was in business class! In general, compared with other airlines, Air Astana differs by its client orientation in every element of service: dessert choice, music, responding to requests, desire to do all that is possible to solve client issues, cleanness inside aircrafts - which is very important (blankets, toilets, etc).

✅ Trip Verified | Almaty to Dushanbe with Air Astana. Forced me off my flight during check in (plane was not cancelled, it was overbooked) even though I booked 3 months in advance. Staff said this happens everyday and could provide no help. They suggested I contact their office who has not responded to my questions. Staff even asked me to please complain because this happens so often and they are clearly sick of it. To avoid this problem for others, I would recommend not using this airline as they were extremely unprofessional and no one could answer my questions. I travel every month to many countries across Asia and have never been treated so poorly. Later, Air Astana replied to my compliant with A) Wrong flight/date, and B) blamed it on a travel agent (I didn't use a travel agent) and C) stated an email notification was sent when it was not. The fact that they will lie to invalidate my legitimate complaints shows the type of business they do.

✅ Trip Verified | I have never been so positively shocked by any other airline in my life! I've heard nothing but good things about Air Astana, but my experience even exceeded those high expectations. On the 2hr45m trip from Baku to Almaty, there was a full amenity kit provided (that which rivals those on transatlantic routes) ear plugs, pen, toothbrush and toothpaste, lotion, comb, eye mask, and socks! Small candies were provided before takeoff on both flights. The meal provided from Baku to Almaty was average (it's always a risk coming from a city which isn't a hub.) On the Almaty-Bishkek leg, water was provided before takeoff, as it's a less than 1 hour-long flight. The cabin crew were so pleasant and well spoken in Kazakh, Russian, and English, and the pilots gave beautifully detailed and eloquent messages in all three languages as well. Seats were average, but I didn't mind with all of the other services provided. Important - Row 14 on the 757-200 aircraft has no window, so please take caution when reserving seats. All in all, I would go out of my way to fly Air Astana again!

✅ Trip Verified | Nur Sultan to Shymkent. Extremely nice experience. Food and drinks served on short flight all included in the ticket price. Cabin crew very friendly and professional.

✅ Trip Verified | Almaty to Istanbul. Please review your Cabin crew training program. KC 911 on 17/06 delayed for 30 mins. Actually there were at least 3 flights, which were delayed around of this time. Ground staff of Air Astana did excellent work. Even though it was crowded, they handle situation professionally. 5 star to Ground staff. (Except of one thing. Lady on the check-in counter told me, that there is no delay of the flight, when actually it was a delay for 30 mins. I mean, not a big deal and most probably delay wasn't announced to staff at that moment. But fact is fact, I would rather spend 30 mins with my beloved ones, instead of crowded "transit" area (if you can call Almaty airport hall a transit area)). Real bad experience starting with announcement of the flight. Not sure, whose fault it is, airport or airline, but should be sorted. You can not hear, what staff announced, it is simply hard to understand about which flight she was talking about. Sound had a really bad quality. Waiting area was crowded and too loud. Almaty airport is very old and small. It should be replaced a long time ago. The reason, why I'm leaving this comment are cabin crew. Seriously guys, you need to review your politics and training program. As a constant customer, you can see how quality is going down. If Supervisors and business class crew are still on track, your junior/economy staff is losing a mark. Crew was rude. They commanded to do procedures, before take off and when customers (who may never flew before) looked for explanation, the answers were very sharp and again rude. Crew responded with single words, time to time mixing it with Russian, and it was obvious that it was hard for them to express themselves in single sentence. They gave an option of two meals, as usual chicken and beef. However during serving, crew literally served us without asking anything. When someone noticed, that they would prefer beef, crew responded, that she would prefer beef as well, but what is left is left. Same crew complained, that she has to wait for customers when all of them visit restroom, and because of what she is not able to serve the rest, who were keep calling her.

✅ Trip Verified | Nur Sultan to Frankfurt. In every sense a 4 Star experience. As a frequent traveller it was my first 4 flights from FRA to ALA via TSE and back and I was impressed. An excellent product with attention to detail. The presentation and quality of the inflight catering in my opinion is slightly above a 4 star carrier. Great airline,great product.