Flight Itinery:
Mon, Jun 13
Flights: AEROFLOT, SU 0582
From: TOKYO NARITA, JAPAN (NRT) Departs: 12:00
Departure Terminal: TERMINAL 1
To: MOSCOW SHEREMET, RUSSIA (SVO) Arrives: 17:10
Arrival Terminal: TERMINAL D
Class: Economy
Seat(s): Check-In Required

Status: Confirmed
Meal: Lunch Smoking: No
Aircraft: BOEING 767 JET Distance (in Miles): 4664
Duration: 10hour(s) and 10minute(s)
Please verify flight times prior to departure

Tue, Jun 14
Flights: AEROFLOT, SU 0379
From: MOSCOW SHEREMET, RUSSIA (SVO) Departs: 15:15
Departure Terminal: TERMINAL D
To: STOCKHOLM ARLANDA, SWEDEN (ARN) Arrives: 15:25
Arrival Terminal: TERMINAL 5
Class: Economy
Seat(s): Check-In Required

Status: Confirmed
Meal: Lunch Smoking: No
Aircraft: AIRBUS INDUSTRIE A319 JET Distance (in Miles): 0793
Duration: 2hour(s) and 10minute(s)
Please verify flight times prior to departure

SU 0379 was canceled and Aeroflot rebooked SU1429S (Operated by Scandinavian Airlines SK731B) flight for me
I had really bad experience with Aeroflot during this journey.
Firstly, Aeroflot cancel my connecting flight from Moscow to Stockholm and did not inform me beforehand. I knew about this cancellation 1 hour after I checked in my flight from Tokyo to Moscow. I knew this cancellation after my friend checked in. After last minute discussing with the staff (just around 15 minutes before the plane take off) then they rebooked my flight with Scandinavian Airline which took off 3 hours after my previous schedule. Then I had to take out my baggage in Moscow.
This is a problem, If I did not know about this cancellation, I would be stranded in Moscow’s airport. And if I don’t have my Russian Visa, I would not able to take my baggage and my baggage would be in Moscow Airport’s Lost and found.
Secondly, without getting compensation for the cancelation, Aeroflot replaced the flight with lower class flight. I just found that Aeroflot replaced my flight with lower class flight, after I checked in the counter. I only allowed bringing 1 personal baggage, instead of 1 personal baggage + camera, or laptop to cabin. In result, my cabin baggage, which only camera bag and laptop bag, (which I brought in the cabin from Tokyo to Moscow) had to be checked in and I had to pay 1200 Rubles for extra baggage. When I insist about this rule, the Staff said that the flight I took is Scandinavian airline not Aeroflot. So, I had to follow Scandinavian airline’s rule. Aeroflot’s staff offered to re-book the flight but, I could not afford to stay in Moscow due to my visa that will be expired the next day. So, I had to pay.
Thirdly, when I was onboard the plane, I found out that they don’t serve food during the flight, and I had to pay to even to get a drink even thou, It clearly state in the ticket that meal is included. I would not assume that Scandinavian crew would give me meal because it was Scandinavian Airlines not Aeroflot. If I knew that Scandinavian airlines do not offer food, I would certainly refuse to take it when I was still in Tokyo. I was assuming they re-booked my flight with a flight which had the same class. I was wrong.
By the way, on the way from Stockholm to Tokyo, Aeroflot also canceled the flight from Stockholm to Moscow and sent email the night before the flight. And the stewardess never say sorry, excuse me, and please. One stewardess told me to close my laptop with this sentence, “close your laptop!” These 3 words suppose to be use as a basis in any industry that involves customer services.
During my 10 years flying overseas to several continents and dozens of countries with many airways, by far this is the worst experience. This is beyond intolerable.
To summarize,
1. I received service below the price I paid.
2. Aeroflot breach the contract by not provided me with flight with meal.
3. The Airlines manage the operations below standard.
4. The customer service is far below expectations.
5. Aeroflot did not offer compensation for any fault.
6. The experience I gained is simply intolerable and could not be measured with financial terms.
7. The experience I gained is far from what I would expect to end my Journey. The good experience I had of having exhibition in Tokyo, giving seminar, and meeting with some executives in photography industry in Japan is lowered by 50% by this experience.
PS: I booked and paid the ticket directly on Aeroflot website.

Aeroflot lost my luggage last month. On Oct 9th, I flied from Rome to Shanghai and transferred in Moscow. Finally they lost my suitcase and haven't found it for me till now. There are a lot of luxury goods and gifts in the suitcase and total value is higher than $4000 US dollars. However, they only would pay me $400 US dollars as the compensation base on the Warsaw Convention. The compensation is only 10% of my lost luggage.

I have an open ticket from Volgograd to Kuala Lumpur by Aeroflot. I have confirmed the date of journey from Volgograd on 11th July 2008. The flight will transit at Moscow and Hong Kong before arriving at Kuala Lumpur on 13th July 2008. At the representative office of Aeroflot in Volgograd, I have asked one of the worker, whether it is possible if I start my journey from Moscow, not from Volgograd ?

She said it is possible but I won't get refund for the trip from Volgograd to Moscow. And I agree with that. I want to take other airline for this route to have a trip together with my friends flying from Volgograd to Moscow.

At the time of checking-in at Moscow, my name was not in the flight that I supposed to be in. She asked me to check with the booking and ticket counter.

At the booking and ticket counter, after the worker checked my ticket, she said the ticket was canceled because I did not fly from Volgograd to Moscow, and the whole journey to Kuala Lumpur was canceled. The only option I have - to buy a new ticket to Hong Kong, and then find a new ticket to Kuala Lumpur.

I did see the manager but the same answer is given.

I ended up buying new Emirates Airline ticket to Kuala Lumpur via Dubai which cost me around 950 USD.

This is absurd and I would like to have compensation for my loss.

The Manger
Aeroflot Air lines
New Delhi

Bad customer service

This is bring in your kind notice that I booked a ticket on your air lines no ETKT 555 4993625057 with the name Asim Ali Fehmi Delhi – Toronto- Delhi. I am a frequent traveller but this is the first time that I got the chance to travel with your carrier. unfortunately I had to face many problems on board which can be described as under point1 wise.

1. When I pre-poned my flight at that time I had to pay 65 $ extra. were as I was told at the time of booking that the first change was permitted.

2. I called up the Brampton, Toronto office on 10th morning and confirmed my seat and the meal to the receptionist at 10.40. and she confirmed that I was allotted the seats 19 H from Toronto to Moscow and seat 9 H from Moscow to Delhi. But when I reached the Airport at 4.00 Pm to board the plane whose departure time was 7.30. I was told no those seats were given to some other passenger. Even though I reached the counter 3.50 hours before the departure time. Which was a big surprise for me. As this never happen with any other international airlines.

3. As I had opted for the special meal at the time of the booking. So I was served the special vegetarian meal o my way to the Delhi to Toronto. As the quality of the vegetarian meal was not good and I am a Muslim by religion . So on my back tip I had opted for the Muslim meal which was confirmed to me before by your Toronto office operator. but surprisingly when the food was served I was asked to take normal chicken food which was served to every one. Which was against my religion. So when I raised the voice against it then the Air hostess came to me and showed her list and told me that we don’t have any person with the name Fehmi in list of special meal.My name was not there for the veg food nor the Muslim food. Which was really surprising to see that when I had ordered in advance and it is mention on my name also on the computer then also my name was not there in the list.

So I want to ask the management was that my mistake or the airline mistake. When a religious man like me is not served with the proper halal food which was ordered at the time of booking.

Asim Ali Fehmi
900, Din Dunia House
Jama Masjid, Delhi
Phone: 9811540486