Aeroflot Russian Airlines Reviews 

Horrible experience. Do not book with Aeroflot!
If I could choose I would rate NO STAR AT ALL.
I have been in contact with them since the 21st March for a refund. Every time I was told that my refund will be processed.
It has been 4 months since the beginning of Covid 19.
I called again yesterday and was told by the man( Albert) that the Russian government has installed a new rule 5 days ago!!!! that means Monday 6 th July that no refund are available anymore!!This is a joke and a nightmare and I hope I will wake up soon and that nightmare will be over! I will fight until the end to get my nearly £800 flight stop over ticket returned to me.
At least I can see that I am not the only customer being left out.
This is our human right, to be treated as civilised humans.
Aeroflot, you will hear more from me

Been waiting 4 months for my promised refund.
Still nothing.
Emailed so many times.
Rang twice and they were very abrupt, bordering on rude. Told me they can't do anything, and that I just have to wait, but can't tell me how long. Then when I said I have already been waiting 4 months, they told me I am impatient!

Booked and paid for flight in April which was cancelled by Aeroflot. Asked for refund two months ago and still waiting. Proceeding with chargeback to get my money.

same story, cancelled tickets due to corona, been waiting for a refund for 2 months, no respons via feedback/email. ovet the phone they say refund will come, but they don't know when!!
Horrible experience

Horrible customer service. Money is still not returned for the flights cancelled at the beginning of April. Will never use this airline again.

STAY AWAY FROM AEROFLOT!!!!! THEY ARE LIARS AND WILL NEVER REFUND YOU WHEN THE FLIGHT IS CANCELLED! THEIR BOSS VASSILIEV BUYS EXPENSIVE LIMOS, THROWS OUT LAVISH CORPORATE PARTIES, SPONSORS FOREIGN SOCCER CLUBS IN THE U.K. AFTER GETTING BAILED OUT BY THE RUSSIAN GOVERNMENT. BUT THEIR GREED DOES NOT LET POOR CUSTOMERS GET THEIR MONEY BACK FOR CANCELLED FLIGHTS.

We had a flight with them in March, they cancelled our returning flight and told us that we could get a FULL REFUND on also our used ticket.
AFTER THREE MONTHS, the refund is no where to be seen and they keep on saying that the money has been sent.
Now they say they will be only refunding the unused ticket, which if we had known from the beginning we wouldn`t have accepted the refund and just rebooked with them. Their costumer service employees just tell us the same information without trying to get to the bottom of this. We`ll be taking legal action.
Also don`t use the feedback page, they haven`t responded in over a month to us.

The airline cancelled the return flight and has refused to refund since mid-March. The return flight did not take place, but in the meantime we had to buy a new flight with another airline.

Aeroflot claims boldly on its website:
"Passengers holding tickets for travel on or before 20 March 2020 may rebook or request a refund by 30 April 2020 at no additional cost."

That's a lie!
Since the middle of March the airline has been constantly rejecting our claim for a refund and, after several objections on our part, has now offered at least one voucher.

Be warned!

They cancelled my flights and initially said I would have a refund within 30 days which is far longer than the statutory limit of 7 days. But even within that time frame they did not provide me with a refund.

I phoned up several times to chase them and was told the refund would happen but they could not give me a date. Then after several more weeks I phoned up again and was then told the refund would not happen as they had changed the process. They offered me a voucher which I could have straight away or a refund but it they could not say when I would receive it!

I have applied for a refund again and have now been waiting another month since then!

Utterly ridiculous company! They are hiding behind this pathetic excuse of saying they are too busy to do refunds but they will always answer the customer service phones straight away, and will happily give you a voucher immediately so they can't be that busy! They know they can get away with it at this time so they are being deliberately restrictive. Refunds are such a simple thing to do, other airlines who also cancelled flights I had booked have given me a refund within 7 days.

I would never use Aeroflot again they are an utterly ridiculous company, too unreliable and they have completely lost my confidence.

edit: And instead of having someone respond and offer the refund immediately they have someone offering the pointless standard copy and paste message below. I have already contacted Aeroflot several times as is stated above and nothing has happened. I have started the Section 75 refund process with my credit card company and I recommend anyone else to do the same.

Awful service, I have been waiting ages to get a refund for a flight that was cancelled by Aeroflot. I booked through a 3rd party who won't help me because Aeroflot refuse to give them refunds which is illegal to do when flying into an EU airport. DO NOT USE they have been the most useless airline with ZERO communication. We had a connection flight with another company and they had everything sorted out within a couple of weeks.

Their feedback service that they keep recommending is awful as you get no response, it's there answer to everything (which you will see below if they respond to my comment "we're sorry you're not happy with the service please leave us feedback"). It's a waste of time using the feedback service, I am pretty sure they are just deleting them.

There is a facebook page which has been created for Aeroflot and so many other people are having the same problem. They are just blanking everyone unless it's what they want to hear.

When it comes down to it, you learn who you can rely on.
Aeroflot is definitely not one of those companies that are managed seriously.

The airline has cancelled our return flight. It was a direct flight from Russia back to the EU. Aeroflot didn't have any more direct flights in their program, so they changed us to a domestic flight via Moscow.

We phoned the call centre the evening before and checked that it was correct and since it had already been pointed out that we had an "electronic visa", which only allows direct entry and exit.
They rebooked us anyway. We then relied on that.

On the day of our return we were refused boarding with the reason that we are not allowed to fly over Moscow with this visa.
In the end we had to buy a new ticket on the spot with another airline flying directly to the EU.

Aeroflot stubbornly refuses to refund the price of the return ticket. The company has never provided this service.
Instead, they rebooked us incorrectly, causing us additional costs for a new flight ticket and a full day of travel (12h!).

Even after several months of correspondence, the company only reacts negatively.

You should know this when you book a trip with this airline:

If something comes up, storm, strike, pandemic, etc. and your flight is cancelled, then with Aeroflot you unfortunately have an airline that leaves you alone and, in addition, does not provide services, but is happy to be paid for them. Letters from lawyers, objections and even complaints from the board of directors bounce off this airline.

The only thing that seems to work in this badly managed company is the standard answer to reviews, with the same copy and paste text, that you should fill out the feedback form. As if we hadn't already tried everything... A shame!

never use Aeroflot

sent them email and used the feedback on webpage they are going to say to use.
no respond on when my refund will take place.
they are holding my money back. there contactcenter dont care about any service for the client.
dont use Aeroflot, do not recommend.

update:
they just sent a response copy paste answer..

This airline has cancelled the return flight and rebooked me.
Although I informed the airline about the existing e-Visa already when rebooking, I was rebooked anyway. The boarding was then denied, with the reason that you are not allowed to take the rebooked flight with the e-Visa. On the spot I had to buy a new return ticket from another airline. Aeroflot consistently refuses to refund the return ticket even though the airline never provided this service. This is clearly a fraudulent scam!

The've told me months ago they'll arrange the refund.
But I still got nothing back from them.

Truly awful customer service. Over 2 months waiting for a refund and they just keep telling you to wait or contact their website or Facebook messenger - who just ignore you. Was the same when I had a delayed flight for 10hrs in SVO airport - ground staff were rude and ignorant towards passengers. I can see by the reviews I’m not the only one who knows this.

After my 1st review, I was quickly contacted by Aeroflot and asked to submit complaint on their website. I did and ,as expected, I heard NOTHING.
So, I called again and no refund or even date for refund. The company, which claims be one of the top companies in Russia, DELIBERATLY delays any refunds so people could give up and Aeroflot keeps people money. Great tactic!

Today Aeroflot showed me the absolute worst experience I have ever had with any Airline company. I had a chance to fly with Aeroflot and was told that I can get on the flight, they tell me to bring certain documents which I did. I get there and wait on 3 lines, the first line they say im good to go check in. Second line, they clear me for a ticket bc my wife is russian and im allowed to enter, then a stewardess grabs my passport and tells me to wait, comes back and says im not on the list which I was told I was on by the embassy and had paperwork saying that. The best part is they said I talked to a person who doesn't know anything. So wait, your telling me there people in the embassy that tell wrong information which I don't believe. I live in Khimki Moscow Oblast and need to come back home to my wife. I have been mislead and shocked that you train people to work this way. Really bad business ethics and no wonder your ratings are super low.

Incredibly bad experience. I never write reviews but felt compelled after my trip yesterday. Here are some reasons never to book with this airline.

1. A (small) cockroach crawled out of my meal on the first flight from Tokyo to Moscow. I alerted the staff who said something in Russian and then moved on. This on it’s own is absolutely unbelievable. I flicked the critter onto the floor and for the rest of the flight was paranoid it would return.

2. The electronics didn’t work. The phone charging ports (all 4 because I had a row to myself) didn’t work at all. I had to use a port from the row behind (luckily the plane was pretty much empty). The screen that displays movies was unresponsive (every input from the remote controller took about 5 seconds to process). The headphone ports didn’t work in my original seat.

3. Rude and unprofessional staff. On my second flight (Moscow to London) I was woken up and shouted at in Russian for not wearing a seatbelt. After explaining that I couldn’t understand her she moved on in a rage as if I had just taken a huge dump onto her chest. A Russian lady sat next to me joked by saying “that’s why they’re called aeroFLOP”. I informed her that I now understood the reference.

4. Finally I just want to give a special mention to Sheremetyevo airport which was the worst transfer experience I’ve ever had. The staff looked like they wanted to kill me and/or kill themselves at all times. At security the staff member (literally) shouted at me to open my bag. Upon seeing a book inside my bag he said something along the lines of “hmm, ok, that is a book.” Moving on to the waiting area I purchased a drink and asked the lady at the till where I could find gate E35. Again, I was looked at as if I had just requested her to commit murder. She replied “that way” but made no signal as to which way “that way” was. I eventually found the way by myself.

This all made for a miserable experience and I would happily pay a much higher fee to avoid this airline and airport in the future.

Aeroflot charge people for rescheduling flights in this coronavirus pandemic .... customer service helpless, waiting time is terrible

Stay well away! Over one month notice No refunds? The company is a joke How can companies like this getaway with it. Will never use again

STILL WON'T GIVE ME A REFUND,
29/03/2020