Hello Zhanna Thank you for your reply I have given your company my details so many times.I have filled out 2 refund forms I am sure with a little bit of searching you can find me.
Poor customer service I am still waiting for a refund from March the 17th.I have now started using social media to highlight the poor service.
We took two tickets Paris Bangkok with one stophover to Almaty. Air Astana decides to cancel the link between Paris and Almaty. So we have two more stophovers. They asked to us for a confirmation. We were not ok with these changes. So Air Astana proposed a full refund on their website. We fill in the forms. The journey was in July 2020. We asked full refund in April but we are still waiting...Impossible to reach by phone....And by mail, juste said " we are busy''. So use this company if you are not afraid of waiting your money back in case of problem! S. Mingot
Poor service with customers. I booked 2 tickets in February and March. The company canceled the flights and sent emails automatically. No clear information or explanation. I tried many times to contact the call-center of the air company to get more information about the flight and discuss the schedule, but no answer. I sent an email immediately but replied after 2 months without detailed information. I have been waiting for a refund for 3 months. This is my first time to face such as poor service and no respect for customers.
I traveled from Atyrau to Nur-Sultan and the full flight experience was excellent including the food and the service. I would highly recommend Air Astana to anyone. When I got to Nur-Sultan I realized I must have dropped my passport and when I got home I received a phone call from Nuresh Nurtashev (Lost & Found department ) who had found my passport. He kindly went out of his way and phoned my fiancee to let us know he had it. Nuresh then held on to my passport until such time we could pick it up. I am extremely grateful for Nuresh's actions and I was so happy and relieved when I got my passport back. I thank Air Astana and their great stuff for their services and I would highly recommend their service to anyone.
I booked 2 tickets in February and March. The company canceled the flights and sent emails automatically. No clear information or explanation. I tried many times to contact the call-center of the air company to get more information about the flight and discuss the schedule, but no answer. I sent an email immediately but replied after 2 months without detailed information. I have been waiting for a refund for 3 months. This is my first time to face such as poor service and no respect to customer.
I had to book an Air Astana Economy ticket last minute to fly to Saint Petersburg via Almaty. I personally think it's a good way to get into Russia if you want to avoid a layover in Europe. It breaks the flight nicely into two legs and while the almaty layover is not exactly something to look forward to, it wasn't a nightmare either. The flight was decent, my expectations were low, but the food was decent and so was the service. All in all, I wouldn't hesitate to fly them again, now that I have one decent experience. It gives you the feeling of an airline that is trying to improve and get better versus competition. And I loved their air safety video!!
Almaty - Saint-Petersburg is my favourite route. Flight was on time. Aircraft was brand new A320NEO (2 months old). Service was excellent, food was very good, choice of beverages perfect. Now airline using eco packs for amenity kits and it looks so good! And also inside of the kit they even put neck pillow, because flight was longer than 5 hours.
On our flight from Delhi to Almaty we had a delay of app 7 hours. We booked this flight as to be a day flight I order to have a proper night sleep. We arrived in our hotel in Almaty at 2am. According to the customer regulations of air Astana (‘In case of a delay, if it’s Air Astana’s fault, passenger is entitled to compensation in the amount of 3% of a flight fare per each hour of a delay’) we are in the right of a delay competition. We sended emails to customer relations as indicated but only received an inquiry number of our email. Nobody ever responded on our inquiry.
London Heathrow - Nur Sultan - Almaty in December 2019, returning 8 days later. Check in at LHR was efficient and fast track through security excellent. However the flight was then delayed at the last minute and there was hardly any seating at the gate where we had to wait, no announcements/updates and few staff who seemed a little disorganised and unhelpful. Several passengers including myself had connecting flights which was making people quite agitated as they were unsure what would happen if they missed their connections. Once aboard, the cabin layout and space were excellent. Staff were efficient, polite and you were made to feel very welcome. The food choices were great, very tasty and portion sizes just right. There was a huge choice of drink options too. The seat converted easily to a very low level lay flat bed and I managed to sleep for a few hours. Upon arrival in Nur Sultan I was met off the flight (pre-arranged) and taken through security with a quick stop in the lounge to freshen up before joining my connecting flight on to Almaty. The lady who met me was excellent and couldn’t have been more helpful. It was a huge help to me as I was travelling alone and there was very limited time to pass from international to domestic and then find my onward flight to Almaty. She spoke perfect English and made the transfer very smooth for me. The flight to ALA was good. Plenty of leg room and great adjustments on the seat, especially for leg support, but perhaps more tricky to climb out of from a window seat than the previous flight layout. The breakfast menu was excellent as you could choose anything from a pastry and coffee right up to a full cooked breakfast. The cabin crew served this efficiently in a limited time frame. My return journey was equally enjoyable. On the Nur Sultan to LHR leg there were about 40% seats not occupied in business class which made the experience even more special as the staff had more time to ensure you were comfortable. It was nice to be able to enjoy this leg during daylight hours as I’d slept a chunk of the outward version of this leg! All in all I really enjoyed my first experience with Air Astana. The only disappointment was the initial delays at Heathrow, the area we had to wait and how these were handled by the ground staff there.
I flew Air Astana during my trip from Hong Kong to Almaty and Nur-Sultan and back. It was my first time to fly on Air Astana. The seats were clean and the service was really good & cabin crew were friendly. I had booked the extra leg room seats and it was a comfortable journey. I had prebooked my meals and they were really good. The aircrafts were well maintained but the flight back from Almaty to Hong Kong didn’t have an entertainment system. Everything else was good and it’s a recommended airline as I didn’t face any delays.
I have purchased my ticked 2 months prior the departure in Feb 2020. My flight was Kiev-Almaty-BKK-Almaty-Kiev. First sign was when I got an automatic informative email from Air astana (1 month before the departure) saying that the back flight from Almaty to Kiev was cancelled on my date. No phone calls no anything. Just like that. I had to spend hours contacting the company and arranging the new dates for my return. All my Thailand internal flights and hotels were already booked and I could only prolong my stay in Thailand for an extra day. It took me hours to get the small $100 compensation for this inconvenience. I would expect at least a business class upgrade for such a mess. Nothing! That's not it. When I provided all the banking data for the compensation it took them more then a month to get me the money. When i contacted them asking where is the money, they apologized an said they had some king of a technical issues. Now getting to the flight. The 4 hr flight from Kiev to Almaty was in the old plane with no seat TV. It was 5 TVs that slide from the top compartment. To be honest I even forgot those were still in service. On my back flight from BKK to Kiev I have encountered the completely unprofessional crew service. I had to wait 30 min for the blanket. It was cold inside. The blankets were collected 1 hour before the landing (still cold- what the heck?), in any other airline you just leave it on the seat before you go. My LCD movie system did not work (there were some sound issues), to get the assistance i had to press the steward botton like 100 times, no response. Either there was not enough crew or they were just "busy" chatting on the back (because when I went to the restroom all I say they were sitting behind the curtain laughing. The personnel was also not pleasant and rude. The worst flying experience. Never again I am using this airline!
I want to say thank you to the Nomad Club team. Recently I had a trip from Almaty to Dubai, this trip was quite difficult, we went through all sorts of delays to weather and other reasons, flight changes, etc. Once this trip was over I described everything to Air Astana Customer care, and I was very satisfied with their response and actions.
I am a frequent traveler of this airline for many years. My experience is based on an average of at least 60 flights a year. Therefore, I thought I have to provide my review of this airline. I was observing how this company was developing from the very beginning. Obviously, since I'm living in Kazakhstan, I had not so many traveling options, mainly because of my home airport that have not so many flight destinations. So, Air Astana was always the best option for me in terms of connections. Since this airline is relatively new they went through all sorts of issues while they were growing, however, I always saw positive changes that they were implementing. Starting from renewing their fleet, introducing a Nomad Club frequent flyer program, etc. I want to say special thank you to the Nomad Club team and specifically to their manager because they treated me very well since the very first day they introduced Nomad Club to Air Astana customers. Going back to my last trip to Dubai. Even though this trip was quite difficult, we went through delays, flight changes, etc, I saw that Air Astana employees were trying to do their best in order to get me back home. Once this trip was over I described everything to Air Astana Customer care, not because I was complaining, but with the hope of an improvement and I was very satisfied with their response and actions. I personally would be happy if the airline will expand their travel geography and also if they will join some well know alliance.
One of the all time worst customer service experiences. If they actually bother to reply, expect cut and paste answers which don't help, and empty platitudes about valuing customers, listening to them, etc, which they don't.
It's a direct flight to Almaty and the fastest and cheapest airline going to Bishkek from Bangkok. They had choices for vegetarians and food is fine. The entertainment choices are also great at that time. Flight attendants were not as friendly as other airlines but they're helpful when asked.
Paris- Urumqi 17/01/2020, Firstly my flight Paris- Astana- Urumqi has been cancelled due to a schedule change,and they booked me Turkish airline Paris- Istanbul-Astana-Urumqi for 7hourrs's flight longer. They said they would take care of my baggages and delivered them directly to Urumqi. I had to take this option to arrive on time for my ski vacation. Unfortunately i found that i lost one of my baggages when i arrived in Urumqi on 18/01/2020, since then i try to contact Air Astana for finding my baggage by e-mail, you just can't believe that Air Astana told me firstly that " you have to reach to Turkish Airline by yourself, it wasn't Air astana's fault." and after a few mails, thanks to god, they finally realized that it was their responsability to find back my baggage. Till i got back to France, i didn't have any information from them about my lost baggage, i have to say they are not very good at finding lost baggage. I begun to preceed the claim for temporary compensations for buying the necessities, and the claim for lost baggage on 10/02/2020 as it had been more than 21 days that my baggage has not been found, it could be officially considered as Lost baggage. All i got as reply from them is "Please be informed that your claim has been regsitered. Between Kazakhstan and China has been temporary stopped any payment due to last situation. Therefore we kindly ask you to wait for our decision. " i answered that i reside in France and i paid the tickets in euros by a french account, Air Astana should pay me back in euro, and not find some excuses like this. And i didn't get any reply from Air Astana since the last mail on 10/02/2020. Apparently, they dont care about your claims and your lost baggage, if you lost your baggage when you fly with Air Astana, means that you have great chance that you cant find back your baggage, and it seems that they won't give you any compensation!!!! Just be careful about this company, i won't take Air Astana anymore!!! SCANDALS AS A BIG AIRLINE COMPANY.
We flew with Air Astana using their Premium economy service called sleeper class. This really was excellent - essentially you get a row of three seat which the attendant then places a mattress and provides a blanket and cushions. This means stretching out, reading and getting some sleep on the journey. The food and wine was very good and much much better than business class.
Flight was delayed for 24 hours. No actial information about actual status of the flight. Accomodation during delay were awful and company ignores all complains.
19 hours of flight delay without any proper information about the flight, no hotel accommodation, no customer care, aircrafts with technical issues. This company has no idea about customer care, they’re so uncompetitive that it’s normal case for them to leave customer’s emails without response for 20 days. Even customer relations (!) - the department that is responsible about customer support doesn’t respond emails. If you want to see the value for money that you paid, get customer care and support (as other companies do), keep away from the stress, JUST AVOID AirAstana IN ANY EXPENSE.