My flight from Madrid to Bangkok got cancelled due to COVID-19 pandemic, I been calling and emailing many times for 5 months, initially, they said it would take up to 10 days to process my refund, then they said they had so many cancellations and have to process each of them manually so I could take up to 2 month, called again after 2 month, they keep saying my refund will be processed buy they can't tell when. I will end up spending more money and time trying to solve this than the money spent on my ticket. They do not provide any solution, neither seem to care, they do not answer my emails. They are ghosting people trying to get them tired of calling emailing, claiming for their money, so they don't have to refund the money, offering vouchers.
4 months and still waiting for the refund promised! After calling them back 2 days ago, they said gov changed law and they can only issue vouchers, even if they promised a full refund back! Unfortunately i don’t have anything written from them.. all conversations were over the phone. Be mindfull in always having a proof of their promises. Now i wish i’d record the phone calls with them few months ago... Their treatment is unbelieveable!!!
They confirmed for 3 months that they would give me my refund back and then, today, they informed me over the phone that the only way to get the money back is to give me a voucher or to ask for the refund back in 3 years! Please, avoid at all cost :)
Aeroflot refunded fully the ticket costs by clicking only only button. The process was easy and fast. My flight was not cancelled it’s just due to the new quarantine rules in the country of arrival I had to cancel the ticket. I was surprised and please to see how easy and fast the refund process is. Other airlines offer vouchers or refund only 30% of the ticket price whereas Aeroflot did it on their website and refunded the full fare paid. I am very pleased with the service and would be happy to book again.
I was buying tickets at the same time as my son was and my ticket turned out to be 50 pounds more expensive because I was paying in British pounds and he was paying in roubles! This constitutes 20% of the ticket price! In contact centre I was explained that the difference is due to the fare difference. But I was NOT OFFERED any other fare, that was the only fare that there was! No difference in fares which will ultimately have no difference for us both as passengers or currency conversion can justify this difference. This is a disgusting rip off of the passengers in such a difficult situation as it is now. Your reputation does not withstand any criticism. Abhorrent service by one of the so called leading Russian air companies.
On August 7th I called the company to check whether I can check in a free piece of luggage as an eite plus member of another airline from the alliance and neither the operator nor her manager(26554) had no clue on that if the flight wasn’t operated by Aeroflot! I find it completely unacceptable that they cannot confirm such obvious things. The manager has been rude and he refused to give his report’s number.
Having had our flights cancelled due to covid, we were advised we could have a full refund. Several emails and calls to call centre confirmed the refund would be processed. Initially we would have the refund in 5-10 days, then 30 days then they could no longer give a time frame but rest assured our booking was in a special queue to be refunded. Flash forward to today, received an email stating we were getting a voucher. That’s it. Contacted call centre again who are now saying we can rebook or wait 3 years for a refund. Appalling customer service throughout this whole situation, €1000 down the drain as will not be flying anywhere during the voucher validity. I don’t see how you can confirm a refund is being processed then turn around and say it’s no longer an option. Shameful company, would not deal with them again in future even if it was my only option.
Having had our flights cancelled due to covid, we were advised we could have a full refund. Several emails and calls to call centre confirmed the refund would be processed. Initially we would have the refund in 5-10 days, then 30 days then they could no longer give a time frame but rest assured our booking was in a special queue to be refunded. Flash forward to today, received an email stating we were getting a voucher. That’s it. Contacted call centre again who are now saying we can rebook or wait THREE YEARS, yes, 3 years for a refund. Appalling customer service throughout this whole situation, €1000 down the drain as will not be flying anywhere during the voucher validity. I don’t see how you can confirm a refund is being processed then turn around and say it’s no longer an option. Shameful company, would not deal with them again in future even if it was my only option. Scammed and wool pulled over our eyes. Don’t know how they can sleep at night. Oh, probably because their pockets are still lined with our money.
Horrible horrible airlines !! Avoid this airlines if possible!! We and other non - Russian passport holders couldn’t fly to Russia because they have changed Covid - 19 rules and they didn’t inform people by email/text message about last minute updates, NOTHING!!!!!!!!!! Me, my husband and our little baby basically had to turn back home from HEATHROW London. On top of that our issued boarding passes showed departure terminal 4. ( in email tickets terminal 2, logically we thought ,terminal had been changed) , we went to terminal 4 according to our boarding passes. Terminal 4 was completely shut. Luckily we had time to get to terminal 2 ( 20 minutes to get there). My husband asked rude ( as usual Aeroflot people lol ) Aeroflot employee Why are they confusing people with terminals . And ATTENTION this Aeroflot lady said: “Oh your boarding passes mean nothing, don’t look to them , look at your email tickets !!!!”SERIOUSLY?! :)))) avoid avoid avoid #gavnoflot
I booked round trip to Moscow for May 2020. The flight was cancelled due to COVID. I contacted the customer service on April 21st, my booking was cancelled and the operator informed me about two options: refund or voucher - I chose the first option. Next time I called in June and got informed that refund process took longer period of time due to increased number of cancellations, my refund on the queue but no time estimations. Today I called once again and got an answer "refund is not an option, you can get a voucher or rebook your flight. The government has established a new order of refund process (document as of July 6th)." Will try to avoid to use Aeroflot services going forward.
4 MONTHS and I keep claiming for the refund of my ticket, which was cancelled due to the COVID pandemic, customer services agents on the phone keep telling the same excuse, your refund is on the queue to be processed but we are unable to provide a date for when that will be effective. Emails to Russia get lost or they are replied month after with no solution at all. It seems like this is about customers to get tired of claiming so they can keep the money.
I don't understand why this scam of an airline is allowed to operate in civilized countries. They cancel the flights and refuse to to issue refunds. Only useless vouchers. If you do not use a credit card to be able to dispute a charge, chances are Aeroflot WILL STEAL your money.
Be aware that this airlines never refunds cancelled flight tickets !!! Never Buy Any Aeroflot Tickets !!
Same as many, they took my money for 2 round trip tickets to Russia. Then cancelled flight due to virus. Called them several times, was told that refund will be issued. Never got refund, after calling again robot-like customer service dummy, read to me over and over that NO refund anymore, they will give me a voucher. They STOLE my money for never recieved service. Really bad business and I will never again use Aeroflot. It's trash!
I was traveling from Baku to Toronto on January 1st 2020, first 2 legs of the ticket was by Aeroflot. On December 31st 2019 I tried to check in online, to my surprise, there was no flight by Aeroflot that day. I started Calling Moscow (Aeroflot Main Headquarter, London (My travel agent) frantically to realize that Aeroflot has changed their flight from Baku to Moscow to 1 day later and they arrogantly did not bother to notify me or my travel agency, despite I had provided my email and Cell phone number. The third leg of the ticket was by Air Canada and I was not able to catch it. I had to buy a new ticket and Aeroflot refused to compensate me for my losses. Do me a favor, please, do not fly Aeroflot. Very rude, disrespectful, arrogant people working in the airline and customer service. My family traveled by Aeroflot few years back and they were shocked too at the level of poor service, arrogance of flight attendants, unprofessionalism displayed at every level, including Sheremetyevo International Airport.
I had booked several flights with them for July 2020 (2 roundtrip tickets from LA to Moscow and 4 roundtrip tickets from Moscow to Slovenia). When Covid hit, I called their call center numerous times to ask what to do, and they said I could either exchange the tickets for a voucher OR wait and see if the flights would be cancelled by the airline in which case I could get a full refund. Sure enough, both flights WERE cancelled by aeroflot, so I put in a refund request and was promised to receive it. Fast forward to TODAY when I call them to check the status of my refund and the customer service person tells me that, as of July 6th they just decided NOT TO ISSUE REFUNDS FOR CANCELLED FLIGHTS. It would be one thing if Id put my request in AFTER this policy went into effect but I didn't. What they're doing is absolutely criminal. If I do not hear back from them within the next week I will be taking legal action. If you are in the same boat, please message me so we can make it a class action suit.
This airlines is known in Russia for its animal cruelty, and disclaimer for incidents when animals suffered during the flight, there were few incidents and company never replied properly nether compensated the passengers.. It is also well known to have very poor service if you encounter any sort of problem, so please avoid supporting this company
i flew on may 14 of 2020 from Moscow to JFK. No flights were between Russia and USA since march 27 due to Covid, but aeroflot start making money with just 2-3 flights per month at this time. they realize that demand still exist. flight was sold out. but economy one way tickets cost around $1500 per person!!! government-owned aeroflot use the situation to rip off people, who stuck in russia. service during flight was mediocre. notably after they serve 2 meals, it took them over 1 hour to remove empty plates from personal trays. it was already tight to seat for 12 hours in cramped seat. they rarely offer water unless asked for. my TV screen was frozen few times during flight. at mid-flight they been out of toilet paper in lavatory. overall, i will avoid use them, but at that time it was no other choice to return to usa from moscow, unfortunately.
I will say this, I am not the person to point fingers and say that someone is a racist but my experience with Aeroflot was just that. I was denied boarding my flight from Moscow to JFK. I checked in 3hrs in advance and when it was time for boarding I was told I was unable to board the flight (because I was in China, however, I was outside of China and in Russia for 18 days - 4 days over the 14 days period that a non US national had to wait in order to gain to the US). No one thought to tell me I wouldnt be able to board though I was sitting and waiting for 3hrs. The Aeroflot rep told me in the most dismissive manner than I was unable to board the flight and that my visa was probably expired and that She could not assist me. Long story short, I had to stay in Moscow an extra week before I got the matter resolved and was able to board. Every single Aeroflot desk that I went to at the airport treated me like dirt. They addressed others, white people, and acted as if they didnt even see me. Even the customer service manager. I went to the desk for help and he got up and came back out to deal with a white customer. When he finally spoke to me and i was explaining to him my issue, he told me he couldnt help and that i should try another airlines. I had to stand my ground and explain my situation to him and told him i wasnt going anywhere until the matter was resolved. He then called another manager and a lady and they all laughed and spoke in Russian and never even made eye contact with me, not even once. I never knew that I could be treated so badly by a company that I spent my money with. I cried the way that I was treated. I will never fly with Aeroflot again nor will I ever visit Russia again..
Bought ticket for the wife to St. Petersburg, Aeroflot cancelled flight and promised a refund, Two months later still waiting. Had to arrange chargeback with credit card company to get my money back.