Aeroflot Airlines has a slogan «always at height». Today, it is increasingly becoming relevant only when it comes to the company’s pricing policy. What’s the matter?
Of course, the situation with flights these days is quite difficult and ambiguous. However, sometimes refunding tickets at the airport becomes a quest. In addition to the cancellation of flights on the day of their departure and the failure to provide vouchers, several other outrageous situations have occurred. It just so happened that I had tickets purchased at different times of the same day in August to different countries by this particular airline. Due to personal circumstances, I had to take a later flight and return the tickets of the earlier flight. When I was at Sheremetyevo airport, I went to Aeroflot representatives. They warned me that the refund in the app would be faster. It seemed even more convenient, but it’s not that simple.
There was little time left until the end of check-in, and surprisingly all the functions worked in the application except return.
After several attempts I decided to call Aeroflot support. After half an hour I managed to get through, the most interesting thing began:
— You can only cancel your own ticket. In order to cancel your family member’s ticket, you have to give the phone directly to him or her.
— Is this checked by the staff?
— No.
My father was flying with me. At the time of cancellation he was not there and could not speak to a support staff member. There was a way out of this situation. The phone was passed to a man who agreed to help, and the cancellation was successful. It turns out that absolutely anyone can return tickets, knowing only the name of the owner and the flight number.
So what happened to the loyalty program? Aeroflot decided to downgrade the card because people started to fly less. It’s worth clarifying that this condition is not spelled out anywhere. That your card level was lowered, you’ll find out at the check-in desk, because the app doesn’t show any changes.
Something also happened with the competence of the employees.On our return home we had to make upgrade tickets. Something happened with the app again, so the only way to manipulate the tickets was at the airport. On getting there and finding the representatives of our airline, we found the following situation: an English-speaking girl was sitting there and a Russian speaking man was standing to her right, just observing the situation, yawning. The staff claim, of course, that it is possible to change tickets for a surcharge, and at the same time to get a guarantee that nothing will change and that it is the new places that will be assigned to you. The man confirms this. Having arrived at the check-in counter (located in front of the representatives’ window), we find out the exact opposite. Yes, you have already paid for everything, but there is no guarantee. If there are free seats in the cabin, then an upgrade will happen. If not, then the refund will be made later. It’s a mystery why the employees are informed differently, isn’t it?
Aeroflot is officially a member of the global aviation elite. This is the largest Russian air carrier.
Should the best airline in Russia provide its services with such quality? In my opinion, no.
