Aeroflot

To whom it may concern, My name is Noa Gibson. Earlier this year I flew on Aeroflot with a guitar and was permitted to bring it on board where it was stored by the crew, since it didn’t have a hard case. On may 13th, to get information before booking my flight to Israel, I called the airline to ask about the policy of sending a guitar and was told there should be no problem doing the same as I had done before. This is why I chose to book the flight through Aeroflot – flight 101, on July 1, stopping in Moscow. Airline confirmation: HVKONG. I arrived at the airport two and half hours prior to my flight, and waited in the check-in line for an hour and half, because there were only three counters open. When I finally arrived at the counter I was told I had to pay $200 and check in my guitar. I tried to explain that I can’t because I was leaving the country and had just closed my bank account, and the guitar doesn’t have a hard case, and was told to speak to the check-in manager. She told me I was “wasting my time” and can go speak to the woman at ticketing. The woman at ticketing told me that “the rules were changed and it was not her problem” and “unless I want her to pay for it, I can go back to check in”. This was 40 minutes before the flight. When I asked to speak to a manager she asked me why I came so late and I explained I was in line for an hour an a half. She told me she has nothing more to say and I should go back to check-in. I got in line to speak to the check-in manager and she dismissed me from the line, shooing me away with her hand, saying she has nothing to say to me and I should let other people through. Nobody would speak to me. In the meantime I asked a friend to transfer me money so I could pay the fee, but the check-in manager would not speak to me. I got in line to check-in my luggage and offered my credit card (at this point I was crying and asking for help). Other people were still checking in at other desks, but the check-in manager came over and said the the flight is closed and I cannot board it. I pointed out that other people were still checking in, she said that “I was wasting my time standing in line, so now the flight is closed for me”. At this point I started sobbing and even asked the people who were checking in if I could check in with them because I had to get home to my family. The check-in manager refused. It got to the point that I had to beg her, sobbing, while explaining that I had money transferred. Finally she allowed me to check my bags. It was now 20 minutes before the flight. The man at the desk told me to rush through security and take care of the guitar at the gate. I did, but was then approached by the check-in manager who accused me of trying to avoid payment and told me that “it is not nice to run away when I know I need to pay”. I have flown quite a bit in my life, and I HAVE NEVER BEEN TREATED THIS WAY. I was humiliated and made to beg. I was spoken to in a disrespectful manner and was refused service and was even refused permission to board the flight for no reason. I don’t know the name of the check-in manager, but I have never interacted with someone who treated paying customers so horribly and with no empathy or compassion. Until this incident I have had only positive experiences with Aeroflot and have even recommended it to people, but the way I was treated at check-in is unacceptable. Nobody should ever be made to feel the way I felt. I was in tears the entire flight to Moscow (8 hours), and was even approached by strangers asking if I was alright. I was trying to get money for the guitar, that is not my complaint, though I was specifically told by an Aeroflot employee that I can bring it. My complaint is about how horribly and inhumanly I was treated. In addition, my guitar and one of my suitcases did not arrive in Tel Aviv and I now have to wait for them to be tracked. I expect to receive full compensation for the expense of checking in the guitar, since I was told I would not have to pay for it. Not as credit for a future flight, but an actual return of the money into my account. I would like to continue flying Aeroflot because I want to believe that this is an isolated incident. Please don’t prove me wrong, and please treat me the way I deserve to be treated as person – fairly and with respect. While I do expect to get compensation for the cost of checking the guitar, my real complaint is about the traumatic experience I had, in front of other customers and employees.

This is to bring in your notice that I traveled to Paris from New Delhi on 09-May-19 via Aeroflot Airline and on arrival in Paris I found that my baggage was broken. I visited the ALYZIA helpdesk and they created a claim report for it. The actual claim amount was 65 euros and the airline has approved to reimburse only 32 euros for the same. Please could you help me in regards to the same.

SUBJECT: DAMAGED LUGGAGE REPORT NO: TLVSU46206 FLIGHT:SU101/29 OCT 2018 & SU502 29 OCT 2018 TRAVEL: FROM JFK- NY TO TELAVIV BENGURION AIRPORT PASSANGER NAME: MR.METIN SOREF Dear sir/madam: I had a very bad incident with Aeroflot on Oct 29 on my flight from JFK newyork SU 101 to Telaviv Benguion SU 502 ( via moscow connection) -my luggage has been severely damaged. Damage report is issued : TLVSU46206 – I have submitted all original documents to Aeroflit telaviv office to Mrs Zarina – deputy manager on Nov 4 for compensation. – Mrs. Zarina does not accept the invoice of my luggage ( which is attached). she said it is a copy, she wants the original. Even I explained the original was fax paper as the writing fades time goes by. she still insisted to get the original copy of receipt. I have contacted the store I purchased the luggage and got a letter that is proving I was the customer to buy the luggage from them 1 year ago and the price of the luggage is 1880 hkd ( 240 usd) the original invoice letter has been also send to Aeroflot Telaviv office. -Even thou, I have proved the values of my luggage, Mrs. zarina is refusing to process my claim with the total value of the luggage which is 240 usd. she is saying Aeroflot can only pay 100 usd. I explained her, I can not accept 1100 usd because it is insufficient to purchase the same luggage. I can accept a new luggage if Aeroflot wants to but the same. But mrs. zarina is very persisting of avoiding any logic, fact and rules. she is forcing me to accept 100 usd for compensation. ALL THIS COMMUNICATION CAN BE SEEN RECORDED IN EMAILS. Please, I have no intention to ask money from Aeroflot. All i want is a new Antler 30 inch hard shell luggage. please let Aeroflot telaviv office replace the luggage instead of trying to paying me %50 of the value. The value if the luggage is 240 usd and I have proved it. Please follow up with mrs. zarina in Bengurion Telaviv office that she should fully compensate the damage of the passenger. I will wait for your help on this matter as a frequent passenger of your company, I am very disappointed with all hassles i am having with Aeroflot airlines. I hope we can solve this matter with ethical, truthful and peaceful way. I hope this complain will reach to the right management level. regards metin soref From: tlvclaim Sent: Monday, November 19, 2018 2:02 PM To: Metin Soref Subject: RE: Compensation claim FOR DAMAGE REPORT AND MISSING CONTENT- TLVSU46206 – 30 oct 2018 Dear Metin, Thank you for the update. I”m sorry to hear that you”re going this way, especially after you were offered compensation even though you did not send all the necessary documents so that we could compensate you accordingly. As a passenger who complains, the burden of proof is on you, since unfortunately you did not show what was requested, our response remains the same. Your right to refuse the compensation offered. Have a good day. ZARINA

Seats number 28. Just before toilets and no reclinable seats.. Over 10 hours flight… There were other two free seats but the hostess didn’t manage well the situation and we couldn’t change our place to have a normal flight like the other passengers. We paid our tickets (4 person) same as the other customers… But we had to sit for so a long trip and couldn’t sleep Food really awful and all the staff disappears for long time so we couldn’t ask for a glas water. Awful company Aeroflot

When we landed at Delhi (Flight SU234 ) on 19/08/2017, my baggage (Tag no. 4555 SU 505022) did not arrive causing lot of hardship and resultant expenses on telephone and courier charges. A Property Irregularity Report was filed at Delhi airport signed by your staff Mr.Ashish Kumar. The said baggage (Swiss Military make suitcase) was delivered to me after four days at my address in badly damaged condition( pictures uploaded). It is evident that this bag is not useable any more. Hence I must be compensated for the damages of INR 20, 000 immediately. I had earlier filed complaint on your website, but have not received any response.Please do revert. Thanks., Shivani Verma