Spread the word...
"Customer Service? It exists?"
I booked a round trip from Vlad to Dallas, and then back, with Aeroflot taking up the trip from Vlad to NYC. The trip was safe and the flight satisfactory, but when I prepared to return to Russia, I had major problems. I needed to change my flight to match the date on my new visa by one day. I called Moscow's English line and was told that they didn't have the "technology" to change flights and accept payment over the phone. I was told that I had to call either a NYC, LA or DC office to do this. I spent four hours trying to call all three offices and got nothing!
I finally got through to NYC's accountant and asked if they would take debit cards over the phone. She put me on hold for twenty minutes and never picked up the line. I sent three emails and even tried to call their airport desks at JFK and LAX.
I had to call Moscow THREE times before I was told that I would have to go to New York to make a payment for the change, and that I had to make the payment within 24 hours. Aeroflot's customer service is absolutely awful and made me very frustrated. As long as I am able, I will never use Aeroflot again!
"Aeroflot's disgraceful customer .service"
On 4th February on flight SU2456 we were kept on board on the tarmac for 4 hours 40 minutes. We were allowed one drink after 2 hours. We arrived at Charles de Gaulle 4 1/2 hours late. We were given no information by the pilot ot air crew about where we were, which terminal and gate, no information about how ti get new boarding cards for connecting flights, no information about where to go, and there were no aeroflot staff to meet the plane and help staff.
At the top of the air bridge was an Immigration desk and a number of Aeroflot passengers went through. I tried an failed, fortunately. Facing the wrong way was a sign pointing to the terminal that the flight I had missed went from so I followed that sign. Four Russian men who spoke no eglish or French followed me.
When I finally found an aeroflot Transfer desk there were no Aeroflot staff there. I took a photo to prove it. We persuaded a girl who works for a company not connected to Aeroflot to help us. She gave us instructions on where to go and called an Air France Transfer desk and they helped us.
I wrote to Aeroflot over 20 times to various addresses and have had 4 replies. One said they would get back to me - they never did. another responded after 3 months - THREE MONTHS - to say that it wasn't their fault and anyway I was to blame because i should have looked in the Inflight magazine - all the information is there. This is a lie by the way - but even if it were true you would still need to know where you had landed - Terminal and Gate - and there would have to be Aeroflot staff at their Transfer Desk.
It is very very difficult to make a customer complaint - they hide the customer services department very well on their website and I was told that i should have gone to Customer Services at Charles de Gaulle, or even better, at Moscow. So their idea fly 4 hours back to Moscow to complain. Or drive back 600kms from my home to Paris to do the same.
This company really really does not care one iota for its customers.
It will be 4 months soon since that debacle and I have still not received even an apology for a 4 hour 40 minutes delay during which we were allowed a single drink after 2 hours.
Absolutely disgraceful airline. Do not book with them. if you are attracted by the price take a cold shower and book with ...................ANYONE ELSE..
It was wonderful experience!! A lot of entertainment, good food, staff was very kind!
"Aeroflot getting better"
I am a regular traveller to Moscow from London. Previously I used to travel via Prague on CSA but as we all know CSA has abandoned its large number of UK customers (their loss). Before that I used to fly BA but they tend to be quite expensive to Moscow. Since the closure of T2 I started flying regularly with Aeroflot. The initial attraction was the price of course but also the timing of the 13.35 ex LHR is perfect and the connections within Russia. The planes tend to be very modern Airbus and quite often the wide bodied ones. Cabin staff customer service has improved but it is not quite there yet. (They do have some rude passengers to deal with). In flight meals are no more than OK and they still seem to be obsessed with fish (yuk). Alcohol is not complimentary but that is probably to do with some of the passengers behaviour they have to put up with. Generally speaking their flights are on time or even ahead of schedule.
Recently I experienced the perfect combination - a full plane and my Skyteam Gold card. I got upgraded and can say that Aeroflot business class is a different world. Superb service but hardly worth the premium if you are paying your own fare :-)
All in all the much maligned Aeroflot has made big improvements in recent years but still have a little way to go.
The plane wasn't very clean and the inflight service was really poor. Flight attendent served us tasteless meals with an unpleasant and rude behavior. I would certainly not fly with Aeroflot again. If you fly to Asia from Europe I think Finnair would be a much better option.