To file flight complaints about Aeroflot including issues related to booking and ticketing, ordering services, cancellations, flight details and reference information on the rules of passenger, and baggage transportation, you can use the following steps and the provided contact details:
Aeroflot Customer Support:
- Customer Service Number: From Russia, call at *555 (MTS, Beeline, Megafon, Tele2, toll-free) or 8-800-444-5555. From outside Russia, dial +74952235555
- Email: Send an email to charter@aeroflot.ru (for charter flights) or group@aeroflot.ru (group carriage)
For other issues, contact:
| Type of Service | Hotline |
|---|---|
| Baggage Tracing | +74955443325, +74956641499 |
| Financial Claims | +74995006964 |
Steps to file a complaint online:
- Visit the Aeroflot website and navigate to the “Feedback (aeroflot.ru)” section.
- Fill out the complaint form with all necessary details, including your flight information, the nature of the complaint, and any supporting documents (e.g., boarding pass, baggage receipts).
- Submit the form.
Finally, note down the reference/acknowledgement ID to track the status and await a response from Aeroflot’s customer service team.
Approaching the Consumer Forum:
If your complaint is not resolved satisfactorily, you can approach your country’s Consumer Protection Forum. Provide all relevant documents and details of your complaint. In Russia, you can complain to the Russian Federal Service for Surveillance on Consumer Rights Protection and Human Wellbeing (Rospotrebnadzor).
In India, you can approach the AirSewa Nodal Officer. Further, you may lodge a consumer complaint to the National Consumer Helpline (NCH). In the USA, lodge your flight complaints with the Bureau of Consumer Protection Affairs.