Aeroflot Russian Airlines Omdömen 

In November 2020 I booked a return flight from London to Moscow with Aeroflot, booking reference RKOZKG. My return flight was due in January 2021. The flight was cancelled by Aeroflot due to the Covid 19, when the air communication between Russia and the UK was stopped. When I tried to transfer the flight in August, I was first told that this is possible and asked for some additional information. But when I called the number again, another officer said that it is too late and I lost my flight and money, because under the existing tariff I had to ask for the flight reimbursement within the 165 days. I would have certainly done that if I was plainly informed about this time limitation, but the letter I had from Aeroflot said nothing about that time limitation. The officer on the phone explained to me that this information was available in the terms and conditions before I booked the flight, but such documentation is written in small font and rarely red by ordinary customers, because flight cancellation by an air company is such a rare occasion. As a result, I am unable to rebook my flight or return the money I had spent. In my view, when Aerooflot cancelled flights due to Covid 19, it should have clearly explained to customers till what date their money should have been claimed. This is an elementary requirement of polite and quality service. Obviously, Aeroflot is not a kind company which is able to upheld this kind of quality service. I am certain that I am not the only customer who lost his money with Aeroflot because of the lack of transparency of the information about the money return in such exceptional circumstances.

Bueno mi 5 estrellas es por servicio al cliente de parte de la Señorita Gloria Careaga, en Miami, le agradesco haberme aclarado las dudas y en rápido…muchas Gracias

Je m'en tiendrais à énumérer les faits pour éviter les insultes :
- 1 an et demi après l'annulation de mon vol, toujours pas de remboursement
- aucun véritable effort pour permettre ce remboursement, rejette la faute sur l'agence de voyage, qui rejette la faute sur Aeroflot. On m'a dit que, suivant la loi russe, le remboursement se ferait d'ici... 3 ans !
- enfin, le summum de l'irrespect : on vous dit de contacter tel ou tel autre point de vente pour résoudre le problème, mais les numéros qu'on vous donne ne décrochent JAMAIS. Bref, Aeroflot s'efforce visiblement de placer la responsabilité de votre dossier vers des agents... imaginaires.

I had a great experience flying with Aeroflot going from New York to Moscow!
It was very easy contacting customer service with some questions about my flight which were answered professionally and in detail.
They had a lot of different food options for people like me with dietary restrictions, I picked a fruit platter from their online menu, which was very delicious and fresh. The plane service was great also.
They are also giving you an option to change your flight on their app, which is very convenient and easy to do.
The flight was exactly on time with a very smooth landing. On the flight from Moscow to New York we landed an hour earlier than the time on a ticket, what was amazing!
The only downside they raise their ticket prices almost double in a summer time, so I have to find an alternative airline to go to Russia in a summer.

Awful customer service rude staff at Heathrow Airport and in Moscow office, very unhelpful ,never trust that Company. I was refused at the Airport for check-in because of my PCR test by boarding time will be 40 min expire.I wanted to book new test and also by another ticket to Moscow And find out Aeroflot Company cancelled all my return tickets without any explanation and refund. I sure they will sell my tickets again
DO NOT TRUST AEROFLOT AND IF POSSIBLE FLY WITH OTHER COMPANY'S. RUSSIAN AEROFLOT IS THE WORSE COMPANY EVER MEET...

THIEVES! The airline cancelled my ticket because of covid and won't give me a refund! They are all crooks. Shame on you for stealing people's money. This is why Russia isn't getting anywhere. Look at how their "state" airline is. TRASH. I spent $250 calling their Moscow office and the customer service rep. finally agreed to give me a refund and said that I'm "in queue". I followed up a few months after by their "feedback" form and they completely denied everything. You are shameless thieves. Your company deserves all the negativity its receiving. You fools have lost so many returning customers

The airline itself and service on board are great! But when it comes to calling them its a mess! Free number provided for the US 1.866.897.7647 is always busy! Are you kidding? Are we still in the 90s??? Called from Russia, had to wait on hold for 25 minutes! And if you care so much about your customers, it would have been nice to notify them about the need of Covid test before you sell them tickets! The stupid Covid rules change every day and there is no way to keep up.
Also, I forgot my login to my account on aeroflot.ru, they make you jump through hoops! Its easier to change password in my online banking than with you! Its just a bonus program, not a government website! Tried calling, no-one is home.

Bis heute keine Rückmeldung zur Rückerstattung. Flug 2020 wegen Pandemie ausgefallen und seitdem probiere ich das Geld zu bekommen. Leider ohne Erfolg. Meine Ticketnummer lautet 555-4595184128

One year later and I still don’t have a refund for my flight that they cancelled. I will never use this company again.

So disaponted .they dont care for customers .even when they answer here on trustpilot they tell you to contact them via online formular which is crazy .we booked 12 tickets in march just before the pandemic started and we cannot refund them .flights were of course cancelled .they offer us vouchers as a travel agent .We cannot except them as mini group was full of old people and they will not flya again .i will never use them .It looks like they dont need travel agents and customers .never again

Schlechte Airline. Kein Kundenservice. Drei mal angerufen und jedes Mal in die Warteschleife gesetzt und das wars. Nach 20 Minuten habe ich dann jedes Mal aufgelegt und erneut angerufen. Wie oft soll das noch gehen ??? Habe einen Gutschein für den stornierten Flug erhalten und darüber sehr gefreut. Zu früh gefreut. Der Gutschein ist einfach ungültig. Und keiner kann mir weiterhelfen.

Bon voyage rien à dire horaire nickel 👌

Ein Stern schon zu viel. Die Kommunikation ist schlecht, widersprüchliche Angaben oder gar keine Rückmeldung. Keine Rückerstattung der Coronabedingt stornieren Tickets (warte schon 1 Jahr). Habe jetzt Anwalt eingeschaltet.

We are still waiting the refund. Aeroflot cancelled our flights and we still didn't receive our refund even the law says the refund should be sent within 7 days after the cancellation. Sooo many email exchanges and calls with them. On the calls, two agents hung up when I requested to escalate the case. We dealt the case with AESA (like the IATA in Spain) and the legal team told us we should receive the refund within a month (after one year waiting). We didn't receive it and when I called to inform about the following legal step, Aeroflot agents told me the refund was issued 3 months earlier (that was not true and the legal team of AESA confirmed this). So, just lies, lies, new "laws", nobody taking care. Is the worst company I have ever seen. At the end, the demand has been done on the court. It seems they enjoy seeing us fighting or maybe they just want us to be tired. So sorry, never!!!!
Update: now I see they redirect me to the feedback site. I have been in contact with Aeroflot's customer service many, many times (via phone and email) so it's a waste of time. I don't want to give a feedback, that's not my intention. I want my money back. The demand has been done so the court will decide. I work in customer service for many years, and sorry to say this, you are embarrassing. Not only the company and your lies, but your customer service...how many times they hung up...

Aeroflot cancelled my flight. After almost a year I still haven't received the monetary refund that Aeroflot is legally required to issue WITHIN SEVEN DAYS based on EU261 as I was supposed to depart out of CDG. 1 star is too much.

При покупке авиабилетов в дочерней компании -- Победа -- мои родители допустили ошибку -- ввели направление перелёта в обратном порядке. Ошибка обнаружилась сразу же, при печати билетов. Родители сразу связались со службой поддержки. Ответ был -- сами виноваты. Я считаю что такой ответ компании неприемлем. Если бы речь шла про дни или хотя бы часы, то можно было бы рассуждать про "возврат" билета. Если допущена очевидная ошибка, и сразу же обратились в службу поддержки -- должна быть оказана помощь.

Aufgrund der Pandemie wurde mein Flug letzten Sommer (2020) gestrichen und die Summe wurde nie zurück erstattet, bis heute habe ich nie eine aussagekräftige Antwort auf jegliche Emails und Anrufe meinerseits bekommen. Da ich auf offiziellem Wege leider nicht mehr weiter wusste, habe ich die Airline sogar schon auf Instagram, Facebook und co. angeschrieben. Auch hier wird alles ignoriert und Kommentare werden sogar gelöscht.

Leider haben sich in den letzten Jahren kleinere Probleme mit Aeroflot immer mehr gehäuft, man konnte jedoch noch über diese hinwegsehen.Das jedoch ist für mich jetzt der ausschlaggebende Grund nicht mehr mit ihnen zu fliegen und es auch keinem mehr zu empfehlen.

Booked tickets from Dubai to Dusseldorf in Jan 2020 to travel in May 2020. Eventually the flight was cancelled due to the Pandemic. I have been waiting for more than one year now after continuous emails and calls now they are refunding only 455 AED (which is approx. 8,973 in Indian Rupees, 90 in pound sterling, 123 in US Dollar and 9,198 Russian Rouble), for a ticket worth 2054 AED(which is approx. 40,500 in Indian Rupees, 400 in Pound Sterling, 560 in US Dollars and 41,522 Russian Rouble).

Seriously the reason they gave that they have charged a cancellation fee of AED 1549 AED (which is approx. 30,000 in Indian Rupees, 300 in Pound Sterling, 420 in US Dollars and 31, 313 in Russian Rouble) SERIOUSLY!!!!!! Looting taken to the next level.

Dont Cheat and loot people like this especially in this time of Pandemic for your monetary benefits.

I booked this ticket through agent Cleartrip cheaters and both Cleartrip and Aerflot dont give any evidence also that they have refunded 455 AED.

People wake up dont book with AEROFLOT or Cleartrip you ll definitely be Cheated

I DID GIVE A FEEDBACK IN THE BELOW MENTIONED LINK AND THIS THE REPLY I GOT FROM YOU GUYS,

ear client ,



as you bought your ticket at the travel agency after 01 MAY2020, you should address for refund only to the place of purchase your ticket .















Thank you for choosing ‘’Aeroflot-Russian Airlines.”



If you require any further information, feel free to contact us.



Please include the previous correspondence in your reply.



With Best Regards

Kozyreva Galina

Manager of Product Management Department,

Aeroflot Russian Airlines
Telephone numbers:

+7 (495) 223-55-55

8 800 444-55-55

Due to Covid-19 restriction my girlfriend's flight from London to Moscow was cancelled for the third time, which is understandable because direct flight from UK to Russia are not operating, and this beyond Aeroflot control.
Eventually we decide to call the airline and ask for a refund to book on a none direct flight to Moscow.
Aeroflot has a free 0800 phone number if you calling from abroad. For 3 days we constantly dialled this number and it was engaged.
Eventually out of no choice I called the direct number.
After answering the call, they kept me waiting constantly playing the boring music for over 40 minutes, and my final phone bill was £107 just to deal with a simple refund.
I won't be booking with Aeroflot again.