Aeroflot Russian Airlines Reviews 

My trip in June was cancelled by Aeroflot. I was offered a refund back in June and now 5 months later I received new email saying that refund is no longer on offer and I have to use a voucher.
This is totally unacceptable! They cancelled my flights and now holding my money!
I called customer service and the lady was absolutely unhelpful and rude. She read the email that I received back to me and then put the phone down on me. Then I called them again and a different person told me that I can only receive a refund after 3 years...!?
So Aeroflot promised a refund 5 months ago and now they telling me I have to use a voucher or get a refund after 3 years, I may not be alive then!
After such an awful service and experience I don't even want to use this company ever again.
I have no idea what to do with this useless voucher in this days or wait for my refund for 3 years unless something esle changes and they will add another 3 years or change their mind... what a joke..!

Unlike other people my refund for a cancelled flight was back on my card within one week of contacting the call centre. Was really worried given other people's experiences but need to give credit where due and share my experience with aeroflot refund.

Me and my partner's flights London-Tokyo (return) cancelled, still no refund over 6 months later. We have all other refunds back from other airlines, including extremely small airlines for flights internal within Japan etc. I have never seen a single business with such appalling reviews on Trustpilot, and they all tell exactly the same story.

This company doesn't care about laws, agreements and contracts. Buying a FLEX class ticket does not entitle you the right of free refund, which should be available according to the sales protocol. They are just abusing the fact that they are a Russian company so that habit of disrepect to law is inherited throughout the country. Don't even bother to try and file complaints because all you will get is the same reply, copied and pasted again. Since the flight is operated to/from UK/EU airports, the airline should comply with EU civil air legislations, which entitles you the right to claim the money back through the aviation administration and/or by court orders. Don't keep your false hope. Bring them to the court. You WILL get your money back.

I am happy to inform the fellow Aerofraud victims that my credit card was credited today with the full amount for the flight cancelled by the AFL in March (the ticket bought in January). I do not thank AFL for that. After they refused a full refund as required by the EU 261/2004 decree and tried to fool me in excepting the voucher, I filed the charge-back case with my credit card issued in the UK for the cancelled flight originated in Germany. Thanks god, Russian laws do not apply here. Do not allow Aerofraud off the hook. Fight for your rights. An avoid this dishonest company any way possible.

I will never book with this company again. I have called your customer service endless times to ask about the status of my refund and have been given false and DIFFERENT answers every time! My travel Agency has requested a refund on April 20th - i still havent gotten a Refund from your company. It's an utter embarrassment how you treat your customers and you should be ashamed because even the "cheap" airlines have all refunded my flights - an for a state run Airline like yours the service is terrible!!!

My flilght was cancelled in April and Aeroflot refuses to refund me. Do not trust this company!

Refusing to refund over a £1000 for them cancelling a flight. Asked for proof that I am pregnant so i sent them all my private documents and they have chose to deny my refund still.

Cancelled my flight. Promised a refund. None issued. Same issue as everyone else. THREE YEAR wait?!

I have rung and emailed their feedback form many times. Always the same answers. All generic answers. Absolutely no way to get help. I bet they leave message on this asking me to contact them via feedback on website. Just to show they never actually read this.

I would give them a zero, if I could...

The Aeroflot’s customer service is just HORRIBLE!!!

I live in the U.S. My relatives live in Kazakhstan. I was visiting them in February and decided to visit my friends in Israel. I used Aeroflot for the first time and I regret it!!!

I bought Aeroflot ticket to fly from Almaty, Kazakhstan, to Israel via Moscow on March 9th! On the way back on March 20th Aeroflot didn't allow me to board the flight from Tel Aviv to Almaty via Moscow, even though I had long term visa for Kazakhstan and I have relatives there!

The Aeroflot's personnel in Ben Gurion airport was rude to other passengers and me. They even tried to refuse boarding for the lady who had all documents proving that she is a permanent resident in Kazakhstan. This passenger was calling the Consul of Kazakhstan in Israel who then talk to the manager from "Aeroflot". The manager was screaming at the lady passenger, "I will allow you to board only if the Consul will assure me that he will buy your ticket, in case if in Moscow they won't allow you to continue your trip to Kazakhstan!" Did you see such "bosses" in other air companies?

By the way, they charged 50 EUR for a piece of luggage, and be advised that if you pay on the company's website - it is a bit less; if you pay in an airport at a day of your flight departure - it will be more (really???!!!) Did you ever see such policies in other companies? 50 EUR for a piece of luggage. Seriously?

I requested my money back! They apologized for the situation in Ben Gurion airport and offered a personal voucher (not money!) for my unused ticket. It is a nightmare!

First, they offered me to "go" to their office with my passport...Oh, thank you! They have only 4 offices in the U.S. (Los Angeles, Miami, New York and Washington). DO I NEED TO FLY TO RECEIVE MY VOUCHER?

Later they said that I can request the voucher through their website. I sent the request on September 8th. No answer! I called. It turned out that....THEY EVEN DIDN'T START THE PROCESS and operator JUST SENT the request TO BE CONSIDERED. It is October 21st. (I also want my money back for the luggage; they charged me in advance and never gave me those money back). They wrote in their first letter that the deadline for my voucher is December 31st. Now I worry that it will take them forever to "consider" my request. Meanwhile, Turkish Airlines gave me their voucher immediately when my flight was cancelled.

"You need to wait! We just send it for CONSIDERATION. We have a lot of people waiting in the line. Your request is in the line" - the Aeroflot's operator said. WHAT??? I sent it via your site on September 8th. I pointed it. The operator seems started to loose her temper..."You need to wait..." "How long do I need to wait?" - I asked. "I DON'T KNOW".

SERIOUSLY??? This is just endless frustration and they seem don't care about the customers. DON’T FLY WITH THEM!!! SAVE YOUR MONEY!!!

PS. I recorded my conversation with operator and can prove it! I will follow Mr. Bond's instructions and file a complaint! I am a journalist and this should be investigated. I wrote few posts on my Facebook and obviously it should be more strong actions against this "air company"!

By the way, a lot of Russians also have negative experience with them! I bet that they will reply to my review with their standard BS: "Aeroflot regrets to hear of your experiences described above..." They probably have a bot sending it to all customers.

What is interesting that they DON'T suggest you to send any second request via their site until you get the reply for your first. The operator also refused to send me any confirmation that she sent my request for consideration. What a joke!!!

UPDATE on October 27th. Aeroflot finally gave me a voucher which I can use during next 3 years.

Cancelled my flights, promised refund within 30 days, then 60 days, then 6 months. Now only offering vouchers. Eventually got my money back through contacting my bank and asking for chargeback. seems I was one of the lucky ones....

Moral of story, avoid this thieving, lying airline at all costs.

I purchased tickets on Aeroflot to St. Petersburg in January, 2020 for flights in June, 2020. This trip was to see the white nights as well as the museums etc, and the flights were to and from the EU. When Covid-19 hit, Aeroflot cancelled both flights. I called and was told I would receive a refund, but it might take "up to a year".

Recently I received a rather cryptic email from Aeroflot about vouchers, so I called for more info. I was told that because of "Russian Government Decree 991" I could no longer get a refund and would have to apply for a voucher. If I did not use the voucher after 3 years, then I would get a refund.

This is ridiculous and obviously a scam. They basically took my money, failed to provide services, and kept the cash. That's not only morally wrong but illegal per EU regulations.

Absolute thieving cowboys. Never had such a bad experience with an airline. Owed £1100 which they agreed to refund 6months ago but after delaying up until now they are now only offering an e-voucher for their two bob scumbag airline. AVOID BY ALL MEANS!

DO NOT DEAL WITH THIS COMPANY!!!!
I had a flight from Madrid to Bangkok on Apr 1st 2020 which was cancel due to COVID, I am still claiming and waiting for them to refund my money.
I have called thousands of times, the same story always, this will be processed, we don't know when still, they are masters ghosting people.
Whenever I post a bad review they would come back publicly with the typical customer service approach trying to look good in front of others, saying to be sorry and requesting me to contact them to solve this, and eventually keep ghosting me.
Aeroflot!!! You are a bunch of mafiosos!!!
Give the money back to this booking reference WHWNNL Madrid to Bangkok and all others who you have robbed, that does not belong to YOU!

@Aeroflot Airlines reserves VEHXYE: You are breaking the law. If the buyer is European and the airport is European, Russian Decree 991 cannot be applied. EU Decree 261/2004 applies. You have to return the money to the passengers within 7 days (eur-lex.europa.eu)
I have written to them several times through Feedback from Aeroflot, but they do not accept that they must comply with European legislation and they refuse to make returns based on that Decree 991. However, there is discrimination because passengers from the United States do receive their return economical.

Aeroflot won't refund money and is acting in coflict with EU legislation.

After they confirmed to refund me I waited months to get the money. They said they getting to many requests and it will take some time. When contacted call-center they said their policy changed and they do not refund anymore but I can get a voucher or rebook the flight. Or wait 3 years to apply for refund (within 3 years they will change their policy again so I will not get my money). Lost my month salary and trust in aeroflot.

In 2019 I booked return flights from London to Tokyo Japan departing in April 2020. These flights were cancelled due to Coronavirus. I called their customer service team who offered a refund. I called them back a few months later after hearing nothing for an update on the status of my refund. The refund has been refused and they are no longer offering the refund. So they have taken my money... not provided the service... and refuse to give me my money back... Cowboy airline

AVOID!
Flight booked pre-covid so we had no clue this would happen this year yet Aeroflot decided we would not get our money back and would only issue a voucher. Anyone who booked a flight after Covid was known about will get a refund...how does that even make sense!?
I will never ever book a flight with this airline again and would advice you to steer clear, very dodgy

Worst customer service ever. Cancelled my flight a week before I was supposed to fly. No refund like so many others. I had to pay 3 times more for another carrier to get me home and they had/have zero consideration for my financial situation and the burden they put me in. Never intend to fly with them again and they still haven’t given me a refund 6 months on... they are disgraceful.