I booked a flight from Cairo to Russia to United States. I arrived to the airport an hour an 1/2 early to find the check in desk closed as well as the airline personal office closed. I reached out to GOTOGATE and Aeroflot who I booked my ticket through right away only for them to give me the run around for more than 45 min.
After getting frustrated I disconnected the call and immediately ask the Cairo airport staff and police to help assist me with getting to the gate in time before missing my flight. The police could not reach or get a hold of any member of Aeroflot staff. Finally one of the Aeroflot representives finally appeared arriving downstairs from the departing gates. The police officer who was assisting me tried to speak with the representative and he shrug his shoulders as he walked by saying it was to late without offering any solution or assistance for me.
I decided to call Aeroflot office back to try to get a supervisor on the line with no luck so I decided to try to get the representative on the phone to help me again. After explaining the check in desk was closed an hour 1/2 early he stated I was a no show and lost my ticket, stating I had a half hour after missing my flight to have it reissued.
The representative I originally spoke with neglected to tell me that as that would have resolved all issues right away. It seems to me they purposefully neglected to notify me of that so I could be forced to purchase another ticket on the spot out of desperation. I finally left the airport because it was clear that I wasn't going to receive any assistance from Aeroflot.
When I got back to my hotel which I also had to rebook, I decided to call their office again. Finally I got a manager on the line and she advise me to go back to the airport and go to office 11 and again explain what happen. She stated there where available seats for the following day and the manager there should get me on that flight.
To my surprise when I went to the office the next day I met the same staff member who offered no assistance the day of my flight, the same representative who walked by shrugging his shoulders without a worry in the world telling me it was to late. When I tried to speak with him again, his attitude was very short, disrespectful, and insensitive. As he smirked he didn't bother to check notes in the computer or call anyone to assist or verify my issue with their corporate office even after acknowledging he saw me the day before, the day of my flight.
I am American and I travel often. I am now stuck in Egypt without a flight to get back to the United States. Aeroflot company stated they will not issue me another ticket nor refund me. I respectfully ask them to assist me over and over in getting back to the United States as I have purchased a ticket through their airlines which was wrongfully handled.
They have taken my money and left me stranded in Egypt. I URGE ANYONE LOOKING TO BOOK A FLIGHT NOT TO USE THIS COMPANY. I GUESS I SHOULD'VE READ THEIR REVIEWS BEFORE BOOKING WITH THEM.
All this information, is for all people of the world, who goes to Russia and use AEROFLOT services, to take very very careful about connections, luggages, especially at SHEREMTYEVO airport in Moscow, follows my report, for that it will not happen to you:
I requested one way for Berlin => Volgograd / Russia for 06/30/2019. For this way would have to be the company AEROFLOT. I was informed that this request would have a stop in Moscow to change aircraft to Volgograd.
The tickets were generated through the company EXPEDIA.COM with a SINGLE LOCATOR, where I paid the ticket + including the price of 1 suitcase up to 23 kg to Volgograd.
Arriving at Berlin Airport - SCHOENEFELD on 06/30 for boarding began the problems that I report here:
1) At check-in, the AEROFLOT attendant informed me that my carry-on bag was over 10 kg and requested the payment of an extra bag,
2) Reported that the posters (1 meter paper) that I had rolled up could not go aboard. I complained unsuccessfully,
3) Reported that the poster was non-standard for indoor booth. I thought I could bring him on board and the crew could treat him like a guitar. It was not accepted. He grabbed a huge clear plastic bag and asked me to put my bag next to this poster and seal it. I did this,
4) I paid 50 euros for this 2nd baggage, where they requested advance payment for my return from Volgograd – Moscow, at 28 euros to have no problems with AEROFLOT in Volgograd airport. I did this by induction,
5) I returned to the Check-in desk presented the payment and 2nd bag was checked and received 2 separate boarding passes for each location,
6) The flight from Berlin to Moscow passed smoothly until arrival at SHEREMTYEVO airport in Moscow,
7) Upon leaving the aircraft, I asked for the connection to Volgograd and the crew informed me to look for someone on AEROFLOT crew ground,
8) I left and I saw no one AEROFLOT crew and I was following the people of the flight,
9) As soon as I saw someone from AEROFLOT crew , I asked and the person informed me the following:
9.A) That I had made an international flight between different countries and that this was an international terminal, which would have to go down 3 escalators and pass through Russian Immigration,
9.B) Arriving there, I picked up a non-Russian line from about 20 people that took about 30/40 minutes. There was nobody from AEROFLOT to guide me,
9.C) As I left, I asked the immigration officer and he informed me that he had to take an elevator and then take a train to terminal B,
9.D) I RUN to this elevator. They had 2, one was broken and I stuck in the queue, I was cursed from one Russian but I got in the elevator as soon as it opened,
9.E) When I reached the floor where I would get the Train , I ran, because it was far, until I reach the station. The train took a while. Arriving at Terminal B, I was helped by a Security Officer who helped me pass in front of everyone, because there were AEROFLOT Domestic flights and they took me to Gate 110,
9.F) Arriving there, they had just closed and the attendant AEROFLOT would not open the door, informing that they had called me and I was not there and that gate closes 20 minutes before the flight,
9.G) I begged the opening because I was not helped by anyone from AEROFLOT, having no indication where to go. Nothing worked, he took a lift and turned his back on me,
9.H) I started to go back to where I had gone safely and that Security Officer saw my desolation and called an AEROFLOT employee who came around to pick me up at this location and took me to a AEROFLOT company window,
10) Arriving at this window the person in very bad English informed me the following:
10.A) That the flight Berlin - Moscow did not delay,
10.B) I thought I had no one from the AEROFLOT Crew company or indications of how to proceed for my connection. She said it wasn't her problem. Airport administration is that you would have to sign this,
10.C) I reported that immigration took too long. She said this was not a problem of her,
10.D) I informed that I did buy a direct flight Berlin – Volgograd, with only one locator and that AEROFLOT had to support me,
10.E) She said that nothing could do it unless covering a very expensive ticket, because I given “no show”. I didn't agree, but she spook me or i paid or stayed in Moscow,
10.F) From this i paid a value of 38 thousand 366 rubes to go from Moscow to Volgograd in the next flight, with effective payment after 32 minutes of lost flight departure. I felt robbed,
11) I paid because my guide was already in Volgograd waiting for me, and with my hotel already paid there,
12) I went to Flight, where I was informed that the bags would go on this new flight,
13) Flight was scheduled for 17:35 pm of this day, but it was delayed 1 hour in Moscow,
14) I arrived in Volgograd with all the delays, at Gumrak Airport, where I lost all commitments with the Guide and the driver hired by him, for this afternoon of 06/30/2019, and then new problems begin:
14.A) My 2 bags didn't come on these new flight,
14.B) I complained in English to an AEROFLOT attendant Ground, who spoke only Russian, in sign language that my bags did not come and she in Russian provided me with a complete document in Russian. I explained in English that I couldn't read Russian, she kept opening her hands, as if to say she couldn't help,
14.C) I called in this location for the Guide and asked for help,
14.D) He got inside this place, along with a guard and he went to talk to the AEROFLOT Crew ground in Russian and filled out the paper in Russian, putting my name, my hotel and the description of the 2 suitcases and his cell phone,
14.E) Like all my personal hygiene items (they were in the lost bags, I had to buy, toiletries),
14.F) The next day - 07/01/2019, at 12 noon, the bags had not arrived at my hotel and I asked the Guide to go to the Airport with me, diverting our tours, to know if my bags would arrive this day,
14.G) They informed that they had not arrived and I asked the Guide to intercede directly with AEROFLOT store at 2º floor. He went to the AEROFLOT CREW to explain the problem and said that my daily medications were in my bags and that the next day I would return to Moscow and go straight to Brazil, and if the bags didn't arrive there could be more inconvenience,
14.H) The attendant of AEROFLOT, re-wrote everything and reported that until 4 pm this day would give news,
14.I) At around 4 pm, this attendant called the Guide and informed that they found the bags and that they would be delivered to the hotel,
14.J) When I arrived at hotel, I saw that one was right (the one was bagged in Berlin with poster inside), but the poster was all destroyed and the 2nd suitcase was changed, not mine, it was a Russian in another color,
14.K) Again, I asked for help from the Guide who called several mobile numbers and even the AEROFLOT attendant, who informed us that he could do nothing more and asked us to wait,
14.L) At around 8 pm, the driver with the bags, repaired the mistake, called the Guide and informed that he would return to the hotel in 1 hour to change the bags,
14.M) At 9 pm the driver arrived as my suitcase,
15) On the day of boarding back, 07/03/2019 at Gumrak Airport to Volgograd, the AEROFLOT Check-in attendant informed that I did not need to board my 2º luggage. Could take on board. I informed her that I had paid in Berlin in advance, but she informed me that due to baggage problems at Moscow airport - SHEREMTYEVO, it was not advisable to send such a small suitcase and informed that I should complain about this at Moscow airport, the non-use of 2nd suitcase,
16) When we arrived in Moscow, the Guide went with me to AEROFLOT Store to request a refund of the 28 euros value of the 2nd unused suitcase and AEROFLOT CREW informed him that they could do nothing, as he had paid at AEROFLOT Berlin and was another country, and that I would lose this value.
So, I present all this to everyone, have time to read that after numerous email contacts with the AEROFLOT company, they simply stated that was all right (Short-haul marketing between international flights, Billing on board luggage, Do not allow boarding with paper poster, Do not have ground staff to indicate connections, Do not have English speaking AEROFLOT staff in remote areas of Moscow, Do not support you with lost luggage, No refunds paid for not using extra luggage, Do not indemnify you for connection flight delay, finally not support you at any time) and I was wrong in all of this report.
I hope that everyone who goes to Russia will goes with Guides or Excursions from the beginning, and will not make short connections between cities in Russia, as use AEROFLOT company, because will not help you, will charge you dearly for any mishaps.
So beware of this AEROFLOT company, I recommend if possible to use any other Airlines Company for your travels to Russia or any others places.
Aeroflot Reviews
I booked a flight from Cairo to Russia to United States. I arrived to the airport an hour an 1/2 early to find the check in desk closed as well as the airline personal office closed. I reached out to GOTOGATE and Aeroflot who I booked my ticket through right away only for them to give me the run around for more than 45 min.
After getting frustrated I disconnected the call and immediately ask the Cairo airport staff and police to help assist me with getting to the gate in time before missing my flight. The police could not reach or get a hold of any member of Aeroflot staff. Finally one of the Aeroflot representives finally appeared arriving downstairs from the departing gates. The police officer who was assisting me tried to speak with the representative and he shrug his shoulders as he walked by saying it was to late without offering any solution or assistance for me.
I decided to call Aeroflot office back to try to get a supervisor on the line with no luck so I decided to try to get the representative on the phone to help me again. After explaining the check in desk was closed an hour 1/2 early he stated I was a no show and lost my ticket, stating I had a half hour after missing my flight to have it reissued.
The representative I originally spoke with neglected to tell me that as that would have resolved all issues right away. It seems to me they purposefully neglected to notify me of that so I could be forced to purchase another ticket on the spot out of desperation. I finally left the airport because it was clear that I wasn't going to receive any assistance from Aeroflot.
When I got back to my hotel which I also had to rebook, I decided to call their office again. Finally I got a manager on the line and she advise me to go back to the airport and go to office 11 and again explain what happen. She stated there where available seats for the following day and the manager there should get me on that flight.
To my surprise when I went to the office the next day I met the same staff member who offered no assistance the day of my flight, the same representative who walked by shrugging his shoulders without a worry in the world telling me it was to late. When I tried to speak with him again, his attitude was very short, disrespectful, and insensitive. As he smirked he didn't bother to check notes in the computer or call anyone to assist or verify my issue with their corporate office even after acknowledging he saw me the day before, the day of my flight.
I am American and I travel often. I am now stuck in Egypt without a flight to get back to the United States. Aeroflot company stated they will not issue me another ticket nor refund me. I respectfully ask them to assist me over and over in getting back to the United States as I have purchased a ticket through their airlines which was wrongfully handled.
They have taken my money and left me stranded in Egypt. I URGE ANYONE LOOKING TO BOOK A FLIGHT NOT TO USE THIS COMPANY. I GUESS I SHOULD'VE READ THEIR REVIEWS BEFORE BOOKING WITH THEM.
All this information, is for all people of the world, who goes to Russia and use AEROFLOT services, to take very very careful about connections, luggages, especially at SHEREMTYEVO airport in Moscow, follows my report, for that it will not happen to you:
I requested one way for Berlin => Volgograd / Russia for 06/30/2019. For this way would have to be the company AEROFLOT. I was informed that this request would have a stop in Moscow to change aircraft to Volgograd.
The tickets were generated through the company EXPEDIA.COM with a SINGLE LOCATOR, where I paid the ticket + including the price of 1 suitcase up to 23 kg to Volgograd.
Arriving at Berlin Airport - SCHOENEFELD on 06/30 for boarding began the problems that I report here:
1) At check-in, the AEROFLOT attendant informed me that my carry-on bag was over 10 kg and requested the payment of an extra bag,
2) Reported that the posters (1 meter paper) that I had rolled up could not go aboard. I complained unsuccessfully,
3) Reported that the poster was non-standard for indoor booth. I thought I could bring him on board and the crew could treat him like a guitar. It was not accepted. He grabbed a huge clear plastic bag and asked me to put my bag next to this poster and seal it. I did this,
4) I paid 50 euros for this 2nd baggage, where they requested advance payment for my return from Volgograd – Moscow, at 28 euros to have no problems with AEROFLOT in Volgograd airport. I did this by induction,
5) I returned to the Check-in desk presented the payment and 2nd bag was checked and received 2 separate boarding passes for each location,
6) The flight from Berlin to Moscow passed smoothly until arrival at SHEREMTYEVO airport in Moscow,
7) Upon leaving the aircraft, I asked for the connection to Volgograd and the crew informed me to look for someone on AEROFLOT crew ground,
8) I left and I saw no one AEROFLOT crew and I was following the people of the flight,
9) As soon as I saw someone from AEROFLOT crew , I asked and the person informed me the following:
9.A) That I had made an international flight between different countries and that this was an international terminal, which would have to go down 3 escalators and pass through Russian Immigration,
9.B) Arriving there, I picked up a non-Russian line from about 20 people that took about 30/40 minutes. There was nobody from AEROFLOT to guide me,
9.C) As I left, I asked the immigration officer and he informed me that he had to take an elevator and then take a train to terminal B,
9.D) I RUN to this elevator. They had 2, one was broken and I stuck in the queue, I was cursed from one Russian but I got in the elevator as soon as it opened,
9.E) When I reached the floor where I would get the Train , I ran, because it was far, until I reach the station. The train took a while. Arriving at Terminal B, I was helped by a Security Officer who helped me pass in front of everyone, because there were AEROFLOT Domestic flights and they took me to Gate 110,
9.F) Arriving there, they had just closed and the attendant AEROFLOT would not open the door, informing that they had called me and I was not there and that gate closes 20 minutes before the flight,
9.G) I begged the opening because I was not helped by anyone from AEROFLOT, having no indication where to go. Nothing worked, he took a lift and turned his back on me,
9.H) I started to go back to where I had gone safely and that Security Officer saw my desolation and called an AEROFLOT employee who came around to pick me up at this location and took me to a AEROFLOT company window,
10) Arriving at this window the person in very bad English informed me the following:
10.A) That the flight Berlin - Moscow did not delay,
10.B) I thought I had no one from the AEROFLOT Crew company or indications of how to proceed for my connection. She said it wasn't her problem. Airport administration is that you would have to sign this,
10.C) I reported that immigration took too long. She said this was not a problem of her,
10.D) I informed that I did buy a direct flight Berlin – Volgograd, with only one locator and that AEROFLOT had to support me,
10.E) She said that nothing could do it unless covering a very expensive ticket, because I given “no show”. I didn't agree, but she spook me or i paid or stayed in Moscow,
10.F) From this i paid a value of 38 thousand 366 rubes to go from Moscow to Volgograd in the next flight, with effective payment after 32 minutes of lost flight departure. I felt robbed,
11) I paid because my guide was already in Volgograd waiting for me, and with my hotel already paid there,
12) I went to Flight, where I was informed that the bags would go on this new flight,
13) Flight was scheduled for 17:35 pm of this day, but it was delayed 1 hour in Moscow,
14) I arrived in Volgograd with all the delays, at Gumrak Airport, where I lost all commitments with the Guide and the driver hired by him, for this afternoon of 06/30/2019, and then new problems begin:
14.A) My 2 bags didn't come on these new flight,
14.B) I complained in English to an AEROFLOT attendant Ground, who spoke only Russian, in sign language that my bags did not come and she in Russian provided me with a complete document in Russian. I explained in English that I couldn't read Russian, she kept opening her hands, as if to say she couldn't help,
14.C) I called in this location for the Guide and asked for help,
14.D) He got inside this place, along with a guard and he went to talk to the AEROFLOT Crew ground in Russian and filled out the paper in Russian, putting my name, my hotel and the description of the 2 suitcases and his cell phone,
14.E) Like all my personal hygiene items (they were in the lost bags, I had to buy, toiletries),
14.F) The next day - 07/01/2019, at 12 noon, the bags had not arrived at my hotel and I asked the Guide to go to the Airport with me, diverting our tours, to know if my bags would arrive this day,
14.G) They informed that they had not arrived and I asked the Guide to intercede directly with AEROFLOT store at 2º floor. He went to the AEROFLOT CREW to explain the problem and said that my daily medications were in my bags and that the next day I would return to Moscow and go straight to Brazil, and if the bags didn't arrive there could be more inconvenience,
14.H) The attendant of AEROFLOT, re-wrote everything and reported that until 4 pm this day would give news,
14.I) At around 4 pm, this attendant called the Guide and informed that they found the bags and that they would be delivered to the hotel,
14.J) When I arrived at hotel, I saw that one was right (the one was bagged in Berlin with poster inside), but the poster was all destroyed and the 2nd suitcase was changed, not mine, it was a Russian in another color,
14.K) Again, I asked for help from the Guide who called several mobile numbers and even the AEROFLOT attendant, who informed us that he could do nothing more and asked us to wait,
14.L) At around 8 pm, the driver with the bags, repaired the mistake, called the Guide and informed that he would return to the hotel in 1 hour to change the bags,
14.M) At 9 pm the driver arrived as my suitcase,
15) On the day of boarding back, 07/03/2019 at Gumrak Airport to Volgograd, the AEROFLOT Check-in attendant informed that I did not need to board my 2º luggage. Could take on board. I informed her that I had paid in Berlin in advance, but she informed me that due to baggage problems at Moscow airport - SHEREMTYEVO, it was not advisable to send such a small suitcase and informed that I should complain about this at Moscow airport, the non-use of 2nd suitcase,
16) When we arrived in Moscow, the Guide went with me to AEROFLOT Store to request a refund of the 28 euros value of the 2nd unused suitcase and AEROFLOT CREW informed him that they could do nothing, as he had paid at AEROFLOT Berlin and was another country, and that I would lose this value.
So, I present all this to everyone, have time to read that after numerous email contacts with the AEROFLOT company, they simply stated that was all right (Short-haul marketing between international flights, Billing on board luggage, Do not allow boarding with paper poster, Do not have ground staff to indicate connections, Do not have English speaking AEROFLOT staff in remote areas of Moscow, Do not support you with lost luggage, No refunds paid for not using extra luggage, Do not indemnify you for connection flight delay, finally not support you at any time) and I was wrong in all of this report.
I hope that everyone who goes to Russia will goes with Guides or Excursions from the beginning, and will not make short connections between cities in Russia, as use AEROFLOT company, because will not help you, will charge you dearly for any mishaps.
So beware of this AEROFLOT company, I recommend if possible to use any other Airlines Company for your travels to Russia or any others places.