Aeroflot Customer Service Issues

I traveled from Russia to JFK, and unfortunately, both my son's and my bags got lost. We arrived at JFK on 8/11/18 on Aero flight #SU122 with ticket numbers SU-[redacted] and SU-[redacted]. Despite leaving several messages at your lost and found number 1-[redacted], I have not received any responses. During our 10-day vacation, all our clothes were in those bags, and we had to buy new outfits for a wedding in Italy. It seems our bags weren't transferred when we flew from Rome to Moscow SVO. The lack of communication and assistance is disappointing, especially considering the amount we spent on tickets and clothing. Regrettably, I will not use your airline in the future and will share my experience online. I'm not seeking reimbursement, only the return of our luggage. Please address this promptly. Dissatisfied, LeeAnn and Danny Ohara.

Hello, I am Johan Torsten Daniel Karlsson from Sweden. I was traveling from Stockholm to Bangkok on December 11, [redacted], with flight numbers SU [redacted] (ARN-SVO) and SU [redacted] (SVO-BKK). My reservation number was SDSM63. Upon arrival in Bangkok, I could not find my suitcase from Katao. I suspect someone mistakenly took a bag identical to mine from the baggage claim. I have spoken to the BFS flight service at BKK airport and provided my luggage tag number SU [redacted], but they could not locate any information on the bag's whereabouts. I am worried as my luggage contains essential items such as my laptop, clothes for a 60-day holiday, electronics, documents, and more. Can you assist in checking if my bag arrived in BKK or if it was left in ARN or SVO? Also, could you verify if another bag labeled Katao is still at BKK airport from this flight and contact the owner? Thank you sincerely, Johan Torsten Daniel Karlsson

Date: December 18, [redacted] Issue: Claim of Damage On November 1st, [redacted], I booked a flight with Aeroflot from Tel Aviv to Tokyo, with a layover in Moscow. Upon arrival at the Tel Aviv airport, the Aeroflot staff member requested that I check my guitar with my suitcase to free up space in the plane. Despite my insistence on carrying my guitar as a carry-on, it was sent through the baggage belt against my wishes. The flight to Moscow was delayed, causing me to miss my connecting flight to Tokyo by one day. When I retrieved my guitar at Narita Airport, it was damaged, with the package wet, dirty, and showing visible signs of impact, including a broken handle and cracked body. The damage to my instrument has rendered it unusable, forcing me to borrow a guitar for work until I can afford a replacement. I am a musician and rely on my guitar for my livelihood. I am seeking compensation for the total loss of my guitar and would appreciate assistance in resolving this dispute.

Dear Sir or Madam, I am reaching out regarding the recent passing of my husband, who was of Iranian descent. I am inquiring about the process of repatriating his remains to Tehran, Iran. Residing inland in Las Cruces, New Mexico, USA, I am interested in knowing if your services extend to transporting human remains from the nearest airport to my location. I kindly ask for details on whether this service is provided, the closest airport for initiating the shipment, and the associated costs from that airport to Tehran, Iran. I am familiar with the necessary Iranian and international regulations and currently collaborating with a local funeral home. My aim is to identify a cost-effective airline for this significant undertaking. For further correspondence, I can be reached at [redacted] Thank you for your attention to this matter. Sincerely, Nancy Akbari Shahmirzadi [redacted] North Mesquite St. Las Cruces, NM [redacted] [redacted]

Dear Sir/Madam, I am traveling from Los Angeles to Budapest on 19th March [redacted] and need clarification about my oversized bike suitcase weighing between 23kg and 32kg, which will be my 2nd baggage. My 1st baggage fee is already included. I have already consulted customer service but require a clear response. My first flight is from LAX Los Angeles to Moscow SVO on 19th March at 16:40 (Flight number: SU [redacted]) and my second flight is from SVO Moscow to Budapest BUD on 20th March at 21:10 (Flight number: SU2468). Although my bike was allowed on the first flight, it was rejected for the second flight due to aircraft type. After measuring, I found my baggage size to be [redacted]*90*40, which is within limits. Can you approve this size for the Moscow-Budapest flight as a regular baggage? If so, please confirm this with me. Thank you for your assistance. Sincerely, Peter G.

During my honeymoon trip to Thailand with Aeroflot, my baggage got lost. Despite daily calls and emails to Aeroflot, I haven't received any updates. After speaking with Tatiana on 5-28-[redacted], I was assured my bags would be on the next flight. However, they still haven't arrived and no explanation was provided for the delay. Even visiting the airport and Aeroflot in Bangkok didn't prove helpful as no manager was available to assist. My essential medication is in the missing baggage, and it has been five days without it. Please send the baggage to my hotel in Phuket, Thailand as soon as possible.

Hello, I recently traveled with Aeroflot from Amsterdam to Moscow and then to Delhi, but unfortunately, my baggage did not make it to the final destination. I was instructed to complete a Property Irregularity Report, but I am missing the last digits required to track my baggage. Attempts to contact customer service in Delhi were unsuccessful as they were unresponsive throughout the day. When I reached out to the toll-free number in Russia, they were unable to assist. As a result, I am unable to return to Delhi to retrieve my luggage, which contains valuable and fragile items. The Aeroflot representative in Delhi suggested that the baggage would be transported by road to Bangalore, my final destination. I am concerned about the condition of my belongings and would appreciate information on the delivery process and timeline to Bangalore. I urge the airline to take responsibility and support affected passengers in situations like this. I am looking forward to your prompt assistance. Best regards, Zaiba

Dear Sir/Madam, I am writing to bring to your attention an unfortunate experience my family and I had during our recent journey from Vienna to New Delhi via Moscow. On June 4th, [redacted], we arrived in Moscow with a layover of 8 hours and 55 minutes before our connecting flight to Delhi, scheduled on Flight SU234. Despite arriving at the gate with 18 minutes to spare, we were denied boarding. The ground staff's unhelpful attitude and lack of assistance were highly disappointing. We were forced to purchase new tickets from Alitalia Airlines to continue our journey after enduring a lengthy wait at both Moscow and Rome airports without our luggage. We hope for a positive resolution from Aeroflot regarding compensation for the inconvenience caused by the need to purchase new tickets. We look forward to your professional assistance in this matter. Sincerely, [Initials]

My spouse, L.A. (65), and I, H.A. (68), flew with Aeroflot from LAX to VCE via Moscow on May 24th, 19. We had planned a Holland America 12-day Mediterranean Cruise from Venice on May 27th. Unfortunately, both our checked bags were misplaced upon our arrival in Venice, leaving us without our clothes, personal items, and medication for four days. As seniors, the inconvenience was significant. We were forced to buy new clothes hurriedly for the cruise at a considerable expense. In our locked bags, we had $[redacted] each for our grandchildren's gifts and a $[redacted] Nikon Camera. Sadly, upon receiving our bags on the Veendam ship four days later, the money and camera were missing. It was evident that airport officials had inspected the bags, resealing them with flimsy ties. We urgently seek Aeroflot's assistance and can provide receipts upon contact. Please reach us at [redacted] or [redacted], or via email at "[redacted]" and "[redacted]". Your prompt response is crucial. Our experience with Aeroflot has been the most challenging one to date.

Hello, I'm a student planning a trip from New Delhi to Stockholm. I have several questions: 1. If my Aerofloat flight has a layover in Moscow, will the airline handle transferring my luggage to the connecting flight or do I need to do it myself? 2. I will have a visa for Sweden, but do I also need a visa for Russia during the layover? 3. What is the baggage allowance? Is there a student program or discount for first-time travelers to a university? 4. Can I reschedule my flight in case of an emergency? 5. Do I need Russian rubles to purchase food at the Moscow airport, or do they accept other currencies? If so, which currencies? 6. As a first-time international traveler, what other important things should I consider?

I have submitted the original documents at Delhi Airport to the Aeroflot Ground staff, including the Property Irregularity Report (PIR), Baggage Tags (No.SU14204/[redacted]/[redacted]/[redacted]/[redacted]/[redacted]), and Boarding Passes for all four passengers travelling from Moscow to Delhi by SU234 on 3 June [redacted]. The baggage was handed over to us on 5 June [redacted]. My family and I were scheduled to travel on 2 June [redacted], but our flight was canceled, resulting in a one-day delay in Moscow. Upon arrival in Delhi on 3 June [redacted], our six suitcases did not arrive, causing us to stay in Delhi for three days. This unexpected delay incurred additional expenses for accommodation, food, clothing, and replacement items. The wasted tickets and the higher cost of new tickets also added to the financial burden. We kindly request compensation for the inconvenience, financial losses, and mental distress we experienced. I have provided my bank details for Electronic Transfer through RTGS/NEFT. Sudhanshu S. Harsh Sales Pili Kothi, 38 Cantt., Sagar [redacted] Mobile: [redacted] Tele/Fax: 07[redacted]08 GSTN: 23AHWPS8766L1Z5

Dear Sir, I am writing to inform you that I purchased two Aeroflot economy flight tickets from an agency for a trip from Dubai to Havana on October 9th, [redacted], intending to travel with my wife, Mary Ann, to visit relatives. Unfortunately, we encountered immigration issues and were unable to travel on the scheduled date. The agency refused to assist us with a refund, prompting me to reach out to you directly as a loyal customer. Could you please provide guidance on the following: - Is it possible to receive a refund for the tickets? - Can the tickets be reissued? - If reissued, can the departure city be changed from New Delhi to Havana instead of Dubai to Havana? - Will there be a penalty for the ticket reissue? I eagerly await your prompt and favorable response. Thank you, Yours faithfully, Rahul Raju

I arrived at the airport an hour before my flight. Initially, they couldn't process my luggage and redirected me to another line. Despite offering to proceed without my luggage, I was informed it was too late for check-in. I waited in yet another line for about 40 minutes, but the staff member could not assist me. When I questioned this, she rudely told me to ask someone else. Meanwhile, traveling with a friend, I learned that my seat had been given to someone else. It appears they resold my seat before I arrived. Upon canceling my ticket, I received only a partial refund of around 40 USD. I purchased the [redacted]+ USD ticket for flight SU101 from JFK to SVO on December 12th through Xiecheng. My name is Anran Yi.

Please advise: My friend arrived from Havana on SU Flight [redacted] and lands at Moscow Sheremetyevo at 10:05 a.m. I am at Sheremetyevo; the domestic check-in starts at 8:00 a.m. We are both on the same-day domestic flight SU [redacted] to Sochi. Can you suggest the easiest and safest meeting point inside the security area for domestic flights? Additionally, where can we leave a message in case of any issues? Please consider that neither of us has been to Sheremetyevo Airport before, and my friend has never flown. Thank you for your advice in English, German, or Italian.

Dear Sir/Madam, I am looking to book a flight from Guangzhou to Zaporozhye on SU221 on February 19th, with a layover in Moscow, Istanbul, and Kiev. I will be traveling with my dog in a crate weighing a total of 7kg. Could you please provide details on the procedure for traveling with a dog on this route, specifically in Moscow and Istanbul? Both flights from Guangzhou to Moscow and from Moscow to Istanbul are with Aeroflot. Thank you in advance. Best regards, Nazan N.

I recently booked a flight from the USA to Russia with a portion on Aeroflot. I received a confirmation from them but then I received a message saying I need to provide the passenger's document information due to Russian Ministry of Transportation regulations. This is new to me. I am currently in the process of obtaining my visa and I'm struggling to reach their call center for clarification.

Subject: Request for Refund and Certificate of Refused Boarding Dear Traveloka Customer Service, I am reaching out regarding booking id [redacted]91 and refund id [redacted] with Aeroflot on flight SU-[redacted] on 31/3/20 from BKK to SVO with a connecting flight to MAD on SU-[redacted] on 01/04. The passenger, Mr. Juan Carlos Lopez-Smith, was denied boarding, not due to any fault of his own. I kindly request the certificate of refused boarding and a full refund of 14,[redacted].96 Thai Baht, which was charged to my Visa card xxx-xxx-xxx-[redacted] to cover the expenses for the student passenger. Despite numerous follow-ups, the refund process has been frustratingly slow with generic responses from both Traveloka and Aeroflot. It has been six months since the incident, and I urge for a prompt resolution. The passenger was not at fault for the denial, and the lack of communication or reasoning behind the boarding refusal has been disappointing. Your assistance in providing the necessary documentation and processing the refund expediently is greatly appreciated. Sincerely, Alasdair D Stewart

I am writing to share a concerning experience my friend had on Aeroflot Flight [redacted] on December 15, departing from Moscow to San Diego. He, along with 16 other passengers, was removed from the flight due to potential exposure to a passenger with Covid. They were then informed they needed to cover the costs for a Covid test and accommodations, which the airline refused to pay for. The situation has resulted in unexpected expenses of nearly $[redacted] each. My friend does not have the means to cover these costs, especially for what the airline claims is a required CAT scan for the Covid test. This entire ordeal has been frustrating and I feel that Aeroflot's handling of the situation is unfair. I am seeking advice on how my friend can address this situation as the airline is not providing any assistance.

Hello, I am Emad from Egypt. In [redacted], I purchased a return flight ticket from Cairo to Ufa with Aeroflot. Unable to travel due to quarantine restrictions, I canceled the ticket in hopes of a refund. However, Aeroflot informed me that I could only receive a voucher instead of a refund, despite my ticket's refundable nature without deductions. Currently, attempting to utilize the voucher for a new ticket, I find that its value falls short. Regrettably, I am at a loss with both my lost money and the previous ticket. Aeroflot has been uncooperative, refusing to help me book a ticket using the voucher or to provide a refund for booking with another airline. My options remain unclear.

Hello, I urgently made four bookings on your website and purchased insurance for any modifications or refunds due to the current health situation. Unfortunately, all four passengers have tested positive for Covid-19 and cannot travel on the scheduled dates from September 5th to 11th. I am trying to access my bookings to make changes or request a refund, but I am encountering difficulties despite having purchased the insurance and checked if it was possible. Bookings: 1. IYFQDK: VANPEVENAEYGE G. 2. WCIPUC: VANPEVENAEYGE E. 3. UHIARY: LAURIE G. 4. FPORFI: VANPEVENAEYGE L. I would like either a voucher to use next year or a date change to September 4th to 11th, [redacted]. Thank you