Aeroflot Russian Airlines Reviews 

Like many others, cancelled our flights in May, agreed a refund, then when we chased it up recently were told they could only offer us vouchers now. The route we’d booked is not even flying to be able to rebook with vouchers as it was a new route scheduled to start in June. Very rude customer services who told us they couldn’t even answer any questions because they don’t actually work for Aeroflot.

Absolute joke, not a company where you feel a valued customer.

The Aeroflot canceled our trip NY-Belgrade on June 12 th and promised to refund the money but never did. I sent many emails to the customer service and even made an official inquiry on Russia government site which they are obliged to respond by the law. So far I didn't receive any response from anyone.it's a criminal country and I don't have any hope to get any refund from them anymore. I guess the best things for the world is to build an iron curtain again and let them rotten.

Like many here, I've been refused a refund for my family trip of a lifetime to Tokyo. They cancelled our flights back in May and agreed to a refund when we rang them, although warned it would take up to 90 days. Which given the pressure airlines were under, we were happy to give them.

Since then, nothing. It wasn't until we rang them again after the 90 days that they said that they were now not giving refunds because the Russian government said they didn't have to. Literally said exactly like that, followed by complete silence... They refused to confirm anything in writing to that effect either.

This is absolutely disgraceful behaviour. We can't afford to be out this amount of money. Contrast this to Easyjet who refunded after about 40 days, which was fine by me given the current events. They'll be getting future business from us, Aeroflot never again.

On August 08,2020 by flight su2578 8 seafarers of our company should go to London by Aeroflot and than had connection(3 hours) from London till the USA by American Airlines. All seafarers had valid c1d American visas, issued tickets for rest itinerary and guarantee letters from Company and Agent in the USA. Seafarers with valid C1D Visas are allowed to transit UK without UK visas. But representative of the Aeroflot had no knowledge of any regulations, was rude to seafarers and denied talking to representative of shipping company. On hotline Aeroflot employee was suprised of refusal of check-in in airport, and it is strange that she has no connection with Aeroflot representative in Sheremetevo Airport. All went well only after this incompetent representative in Airport finished his shift and another girl started job, Seafarers were registered for flight and immigration officer in the UK confirmed seafarers may have transit with valid USA visas. But it costed lots of nerves and may ended with waste of lots of money and seafarers on board to continue job though they must have gone home. Dear Aeroflot, please check your employees for competence in immigration rules and regulations as such behavior is unacceptable in international business, especially when it comes to seafarers.

I booked tickets on the 31st of May for whole family, but the flight was cancelled and they promised the refund. After months of waiting they said by their own law they will not refund until in three years and even to get the voucher (which I do not need and rejected) there is complicated procedure.
Customer service is not up to European standards.
I also understand that, based on that law they sell flights which then they cancel and do not refund but offer vouchers only.
AWOID!

UPD: I managed to get the refund after complaining via Halifax credit card which I used for the payment.
The refund came from Halifax, but not Aeroflot. Aeroflot keeps sending vaucher offers. Pathetic!

So i can't use reviews I have to give 2 star to start the reviews I book my flights to spain 🇪🇸 23 March 2020 the
Russian airoflot cancelled my trip coz off corona how long I have to wait no refund no exchange No send tem emails many time fake phone numbars on Google what sud I do am not happy with where is my money What next plz call to 9996674667

I have booked an one way ticket on the 25th March for flying from Rome to Shanghai on the 19 April. The flight was cancelled at the beginning of April and I immediately phoned them and requested refund, as well as a confirmation email. Their answer was: we don't send confirmation email; the money will be refunded after 4 weeks due to high demand.
In May, I called again and I've been told they were processing the refund, its in queue. And at the same time, I noticed they kept selling tickets regardless the fact they didn't get the permission to fly that route.
Then when I called again in August, I've been told they won't refund the ticket and the option I have was to re-book the ticket or get an e-voucher!
After all these months' waiting for the refund and discovered they were just lying all the time! I absolutely won't fly with Aeroflot, never had before and never will. What they do is keep lying and stealing your money in order to keep their company running! Its a crime!! I wonder is there any international law could regulate this issue?? We have every right to have our money back!!

If you become a victim of Aeroflot’s “ no ticket refund scam", considerer taking these steps in recovering your money:

1) Protect yourself from potential losses or refusal to refund your ticket's cost with this disgraceful airlines, use American Express Cards only to purchase tickets from Aeroflot. AmeEx has been most successful in recovering any cancelled ticket from this rogue airline. It is a rather known fact that American Express allows you to open a dispute up to 30 - 90 days from the purchase date.
Because American Express has a power to withhold your funds from Aeroflot accounts in 30/60/90 days from the transaction date, you can open a dispute or fraudulent transaction case with this airline. By opening a fraud investigation against Aeroflot you might get your tickets refund even faster.

2) If you did not use Amex to purchase your tickets, or don't have an American Express Card, please use other US issued credit cards such as Visa or Master Card – By doing so, you can open a dispute with Aeroflot, if it refuses to refund your money. These busters never willing refund your “stolen” money willingly !

3) If you did not get your refund or waiting to get your dispute resolution with the credit card company, please open a consumer fraud formal claim with the following US government agencies and business organizations:
a. US Department of Transportation (DOT) in Washington D.C. - The complaint form can be found by googling : ” Air Travel Service Complaint comment form “. ,
b. US Federal Aviation Administration (FAA) in Washington D.C.,
c. Better Business Bureau (BBB).
d. With the Office of State Attorney General in New York, California, or City of New York, where Aeroflot’s sale offices are located & operate. Legal Name of this dishonorable company in the US is Aeroflot, Russian Airlines International, Inc. which is incorporated in states CA, N.Y. and Minnesota.

4) In order to get refund resolution faster, also consider forwarding your personal claim to Mr. Douglas Davis – Aviation Analyst at US DOT – by sending notice to douglas. e. davis @ dot. gov with the detailed explanations on how much money Aeroflot has stolen from you by not-refunding your ticket.

5) As to get more tractions on your refund, please consider sending " very satisfied" letter directly to Aeroflot’s North America Sales Director – Mr. Angus Wheeler at awheeler -z @ aerofot. ru , requesting list on his supervisors contact information to push your refund request further with this disgraceful carrier.

6) If you are being “ robbed “ by Aeroflot, forward the contact information to “an internet security specialist” to get payback on Aeroflot for your suffering with none-refunded ticket cost.

7) What is more, please send your grievance letter to the US Senator at your state. If all 50 Senators will be notified of this widespread scam by Aeroflot, its days are over in the US.

Our ultimate goal is to get rid of this dreadful airline for ever !!!

Keep in mind that as an non US-based airline, operating in the US Aeroflot has strict legal obligations to comply with the US legal framework, laws and regulations, particular in connection with the US Consumer protection laws.

A failure to refund cancelled flight ticket cost is consider a consumer fraud, and prosecuted by the US federal statues for any business entity legally operated in the US, including a foreign-base airline.

So, the Laws are on our side and We can defeat these crooks if we combine our efforts !

im going to make this review simple:
1) they will keep your money
2) they will not give you a refund or an e-voucher
3) they will make up things to tell you to keep you calling them back or your agent
4) their costumer service is done the Russian way (with disgust, indifference and disdain)
5) they just dont give a s**t
6) extremely disorganized
7) no cohesion in what they say
8) constantly changing rhetoric

booked a flight from London to Moscow on Aug 1st and was not allowed on the plane because i was "not a citizen" - Was promised a refund, then they suddenly could not give me a refund. Then they gave me e-vouchers weeks later i was told that i did not qualify for e-vouchers. They referred me back to the agency (mytrip: which you should also avoid) which has told me they cannot give me a refund!! It’s like they literally coordinate this to keep your money! :(

Please disregard their apology below this review because its absolutely empty and it means nothing.

I cant wait for someone to come along and revolutionize this industry. As it stands its completely broken.

Zero stars should be possible. I had a flight from London to Japan for April 2020 which Aeroflot cancelled. After months of claiming they would offer a refund, in a call this morning they said there would be no refunds due to a 'Russian Government Decree' (of which there is no evidence online). Refused to confirm this to me in writing. A shady company that deserves no ones business. I'm sure their automated bot will respond to this review with their typical 'Aeroflot regrets to hear.... blah blah blah... please submit feedback etc etc'. I have already submitted this feedback. You initially confirmed there would be a refund. You have now backtracked on this but cannot do so in writing. What a joke of a company.

Stay away from these scams. They canceled my flight and do not want a refund my money back. I also complained to an international travel agency and dispute the transaction in my bank. Don't be afraid to call your bank and make a dispute. Explain to them your situation with these scammers and your bank will be refund your money.

Habe heute eine Email von Aeroflot bekommen: "Aw: An electronic voucher cannot be issued for ticket [**********2432]". Dies war alles an Information, alles in der Betreffzeile. Finger weg von dieser Airline!!

Had my holiday booked for 1st April 2020 and got told over the phone Aeroflot would refund my flight in full in money to 12 to 15 weeks. Comes to 15 weeks and no refund and to find out you can have an voucher and have to wait 3 years is madness. I am not planning on a holiday in a long time plus I wouldn't use Aeroflot again as customer service on the phone and email has been bad. When on the phone just get told its Russian law they don't have to refund the flight money. Other airlines are refunded.

Aeroflot cancelled my flight due to COVID-19 and they deny to refund the money even though they said they would do it in 4 different calls.

On March 24 I called their call-centre in Spain for the first time and they told me I would receive the money-back in 2 weeks. I called 4 more times before June, each time they changed their policy and the last time they tried to make me accept a voucher. After that last call, they said the refund could take two extra months and they advised me to contact directly through the website to make a complaint. I did that complain end June.

Today (2nd Sept) I called again as the complain didn't receive any answer. They said the Russian government has created a law so that they can delay the refund of the tickets for 3 years if I don't accept the voucher. After 1h on the phone trying to talk to a supervisor I received no solution to the situation and the only option is to complain again using their website, which has been proven to be useless.

Three years to get the money back is ridiculous and their client attention is useless and focused on the benefits of the company, not on helping the clients. We all understand the situation is complicated, and that airlines have lost a lot of money, but citizens have lost not just money, but jobs, freedom and health too, we all have problems, but stealing your clients' money is not the solution.

EDITING AFTER AEROFLOT ANSWERED: isn't it suspicious to all of you, that the answer they give here to all the bad comments is the same?? Even when we all say their customer service both on the phone or website is not giving solutions? This answer's just making me even angrier at this company, honestly, it shows no respect to all of us.

Among 4 companies I booked a flight to MOW (Moscos) from STO (Stockholm, Sweden) this spring and summer (2020, the Covid-19-year) Aeroflot was the best to inform in good time about all changes and cancellations (by 2 text messages, 2 e-mails and 2 phone callas per each change/cancellation).
There were no waiting time at all to reach the Aeroflot Support through a Russian phone number (+7). I'd received all assistance I needed. I was asked 2 times whether I had any more questions to them. We, me and the support assistant, decided that in my case it was the best to request a refund. Thre were no impossible questionnaires - only to send my e-ticket number and the reference code (validator). The money for both the flight and the insurance from AlfaBank were back within 3 banking days to my credit card account, on 16 August 2020. The card is issued by a Swedish bank, not the Russian one. Excellent job, Aeroflot! Thank you!

Aeroflot is obviously one of the worst airways in the world. It doesn't deserve even one star. They didn't refund $850, they canceled the flight from Turkey to Vietnam because of Covid. They lied us many months, they said, the refund is in the process. And finally, they refused to refund. They kept lying though, they said, they only refund if you have children or disability.
We had an insurance, the insurance says clearly that if the flight cancels, we will be able to get refund. But they reject to refund, anyway. What is it the insurance for then? It is only wasting of money.
Aeroflot is a fraud, acting exactly like a pirate. Democratic countries should ban this airway to operate in their countries because it doesn’t obey any international laws.
I bought many flight tickets recently from Aeroflot, but will never ever buy again, I definitely prefer to pay more for reliable airways.

Horrendous customer service and false promises. We had to cancel our flights due to Covid-19. Over the phone I was given the option of a full refund which would take up to 3 months or e-vouchers. We chose a full refund. Over the next few months, no further information, so we called to check on what was happening. We were then told they can not give cash refunds and then we won’t receive a refund! My partner called on the phone and the customer service assistant on the phone slammed the phone down on her after refusing to resolve the issue.

The only-voucher refund policy would not be that bad, if it was not for rude attitude of the company, which, apart from ignoring any request and not returning the already promised money, keeps selling tickets for flights, that are not going to happen (!!!!!), which they know in advance!

The worst airline on the planet.
I have dealt with third world airlines that have better customer service. Phones are shut down, email are not answered, all the complaints are blatantly ignored.
No communication whatsoever. There's literally no way for customers to reach out to their office.

I don't even know why this company is still allowed to operate in the EU.