Complain about a product or service

Aeroflot

Richard of San Francisco, CA March 29, 2009

Aeroflot Russian Airlines lost my suitcase in February 2008. Their Los Angeles office offered 460, citing Warsaw Convention limitations. When I went to San Francisco small claims court and filed suit for 1500. Aeroflot wanted the Los Angeles small claims court to hear the case, but the San Francisco court refused.

The Warsaw Convention allows the baggage victim to file suit in small claims court in the city where the travels ended: Spanner v. United Airlines (9th Cir. 1999) 177 F.3d 1173. Aeroflot gambled by not showing up in court, so the San Francisco judge awarded the entire 1500. Aeroflot did not appeal, though they were correct that 460 was maximum under the Warsaw Convention. It all depends on where you go to court.

Small claims court did the job.

Martin of Fair Haven, NJ January 12, 2009

Aeroflot left me with no suitacase (held in customs in Moscow due to a tight connection) during my two weeks in Krasnodar and did not reimburse for any of the clothes I was forced to buy. Additionally they did not let me board my return flight on 1/5 because my visa - which they had controlled but did not notice was wrong upon check in on 12/20 in JFK - was for an earlier day (the day I left Krasnodar).

With three hours to spare, nobody from Aeroflot was able to provide the service (nor speak English) to show me the place where I could correct my visa at the aiport (a process that took 15 minutes the following day) and therefore missed my flight. Later nobody helped me rebook another flight. This airline does not deserve to be a member of the Sky Alliance Team!

I had to buy a one way ticket from Moscow - Newark with Lot Polish Airlines for 840 in order to return home, two days later. Aeroflot was indifferent to my claims and did not attempt to help me in any form to return on a later flight.

Indifference, inefficiency and neglect to their customers seem to be their motto! Avoid this airline if possible!

Viraj of Elmhurst, NY December 19, 2008

Applied for refund for a ticket on June 13th using a refund form signed and dated by the Aeroflot official in New York office. Its been about 6 months hanv't received the money yet after numerous calls to Aerofolt. We were told the refund is already made and american express is holding my money, i am unable to secure a refund tranaction ID from Aeroflot and was told to contact Moscow (I don't speak Russian).I called American express and no refund transaction was requested by Aeroflot. After I call the New York office they hang up and without any response, please advise.

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