Russia - Die Aeroflot, Die!

That feels mildly better to get that off my chest. My (pregnant) wife is currently stuck in SVO right now, where she's been stuck for the past 12 hours trying to get to OVB. They keep delaying the flight due to "weather." For the past 12 hours they've been telling her that the flight will board in 2 hours. When two hours arrives, they tell her it will be another 2 hours. They're refusing to give her a hotel or food coupon, and they won't even give her a simple letter saying why the flight is delayed so our travel insurance will kick in and pay for a hotel for her. I of course would just pay for the hotel without worrying about getting reimbursed, but they've got all the passengers so confused and uncertain that she's afraid she'll miss the flight if she goes to a hotel.

I truly hate Aeroflot, but that's a feeling I've had for years. This just re-enforces it. :mad:

Just an update. They've finally given them some food, but still refuse to give the passengers any updates. Wife said some people who just had carry on luggage are jumping over to TransAero and S7, who are apparently flying in to OVB without any problems. My wife tried to see about getting her suitcase (which had already been checked hours ago) so she could get on another airline, but they refuse to get it for her. They're basically holding her hostage, along with a lot of other poeple.

This is just horrible. Have you tried putting some pressure on them via the open line.

(I can't check METAR for SVO right now but the airport might indeed have weather issues. Transaero and S7 fly from DME which is on the opposite side of the city. The only direct flights from SVO I can see today are all on Aeroflot or the former Aeroflot Nord)

Medic1, call + 7 (499) 500 6633 and send your complaint to saveliev-info@aeroflot.ru
This is their CEO open line. I am not sure if they can speak English on that phone line, but worth trying.
With SU the best way is to send your complaint to as many people as possible. Contact their rep. office in SEA, NYC, and WAS too.

OVB had several delays last night and today, I guess due to the extreme cold. A friend sent me a photo of the thermometer outside ... -49C :eek:

It appears that the Transaero flight was also delayed by seven hours.

I hope your wife is on her way now - it appears that they cancelled her flight and put passengers on the next flight this morning.

Just got word she is finally there. The scene she painted at SVO was one of total chaos that bordered on insurrection. She said it was the attitude of the staff that enraged so many people. At one point my wife was getting very cold in the terminal and asked one of the Aeroflot reps if they could find her and some of the other passengers a blanket. The Aeroflot rep basically sneered at her, "I don't have to get you anything."

What really got the people fired up apparently was that Aeroflot kept telling people it was weather in OVB that was causing problems. Several of the passengers called OVB to find out if flights were landing. They were told Transaero and S7 were coming and going just fine. This is what caused several people to just get up and leave for other flights.

Anyway, the ordeal is over. The wife says she'll never fly Aeroflot again. More than fine with me. :D

Medic1, umm - issue is that there's not much choice, especially when flying from the US. Hopefully S7 starts codesharing with BA sometime this year, but this will still involve 2 layovers (1 in LHR, 1 in DME).
By the way, there was something terribly wrong with the weather - UN delayed their 10 pm flight by 9 hours too. Interestingly S7 flights were departing with only a small delay of 1-2 hours. Wonder if that has anything to do with OVB being their main hub.
Back on the topic - go and file a complaint with SU. They might (and most likely will) be referring to the fact this flight was actually operated by Nordavia, not them. But I understand you had your whole trip booked with SU, so they remain liable for providing pax with the hotel (on flights delayed for 6+ hours) and food. Don't forget to mention attitude your pregnant wife has received from the members of their stuff - this is simply unacceptable.

Yeah, there will definitely be some letters written over this one. It reminds me of another encounter my wife had with an SU rep at SVO last year, a conversation I recounted here in another thread:

My wife: Can you clarify the liquids that are allowed to be carried on the flight?
SU: Why do you think I would know that?
Wife: Because you're an Aeroflot representative and I have an SU ticket.
SU: Did you buy your ticket from me?
Wife: No, but I bought it from Aeroflot.
SU: Did you buy it directly from me? Did I physically hand it to you?
Wife: No.
SU: Then go ask someone else (slides the counter window closed).

My wife said a conspiracy theory started floating among the passengers when they noticed that their flight to OVB was extremely light. They felt SU was just using "weather" as an excuse to combine their flight with a later flight so they weren't flying there with a half full airplane. Certainly plausible considering the airline and my own experiences with them.

Looks like a future of S7 and DME for my family. Might not be a bad plan at all. ^

Look on the bright side.... At least they kept her in the airport and not on the plane sitting on the tarmac like the airlines do here in the good ol' USA...

Things are reportedly returning to normal. There was freezing fog and visibility down to 150 meters.

http://www.tolmachevo.ru/news.php?news_id=742


I hope she gets there soon!

I do feel for the OP but I do not think its SU's fault fully atleast.

Weather releated delays happen and happen all the time especially in winters.

May be TRANSAERO & S7 flights took off because they have CAT 3 Landing permisiion when the visibilty is below 150 mtrs where as SU did not have CAT 3 pilots on the rooster at the given time.

The software (GROUND AGENTS) of SU is famous for their stupid and USSR type attitude which is prone not only to the old nanny's working with SU but the younger one's as well. So there is nothing new here.

If you buy an SU tkt then you get this complete service package free of cost along with the Tkt. So its better to be prepared for verbal spats and unwanted heated arguements on the ground when things go wrong or schedule's go haywire OR simply pay more money and fly with a different carrier because SU is always cheaper than competetion on majority of the sectors it serves.

Safe Flying

EGT

Good luck getting anything real out of them--they are the WORST airline I've ever flown. About a decade ago I flew New Jersey to (somewhere) in Germany on Aeroflot and the plane actually used up every inch of the runway before liftoff. All of the passengers in the plane literally made a collective gasp as the nose finally went up. During the flight the walls were covered in condensation. Hands down this is the worst flight experience I've ever had--much worse even than the party flights to Mexico.:td:

About a decade ago I flew New Jersey to (somewhere) in Germany on Aeroflot

:confused:

Anyway, Medic1, its never boring, eh? With your wife being Russian I know she heard the innuendo/sarcasm of all that was said too. Not fun and I am really sorry for her. One of my team members there now says it's a daily mystery at OVB what will arrive from SVO and what won't. Makes me slightly nervous about my next trip in a few weeks though we are on the SU proper red eye flight. Even so, it could be hairy.

Write the open line. I've done it twice in the last year and got a $150 voucher for one mess up and some miles that were probably not rightfully mine to expect for another. The Open Line utility seems (seems) to be paid attention to. I write in Russian most of the time and they seem to pay more attention to those.

I too am thinking that when S7 or UN join ow or *A I might make a jump. The new SVO3 is enough to pacify me for a year or so but usable SWUs is enough to make me try at least. I tend to think that the service standards between UN, S7, and SU won't be that different though as they are all choosing their workers from the same customer service starved ranks of people. It's a lot better than the 90s but there's still a ways to go for sure.

Hope she enjoys being "home" and gets back without a problem.

All the best...

SU did the 2 hour delay tactic to me, five times for a flight to OSL. I should have figured things out after the third time, but was a sucker (and a newbie traveller to the RF) Fortunately for me it was Summer and I was at least able to sit outside in the sun for awhile. After the fifth time, I strolled over to SK and got on one of their flights that connected through ARN. Sure enough the SU flight arrived before I did. International cell phones were relatively new and calls were astoundingly expensive so needless to say the waiting party were a bit freaked when I didnt show up 'cause they didnt know where I was.

Nothing personal, but it amazes me how people rely on their memories from 10-20 years ago to make judgements. And I remember well flying with TWA and BA then, what a crappy airline TWA is compared to the excellent service onboard BA flight to MIA and their brand new Concorde...
Get real people,your experience from 90-s is completely irrelevant.

Good luck getting anything real out of them--they are the WORST airline I've ever flown. About a decade ago I flew New Jersey to (somewhere) in Germany on Aeroflot and the plane actually used up every inch of the runway before liftoff. All of the passengers in the plane literally made a collective gasp as the nose finally went up. During the flight the walls were covered in condensation. Hands down this is the worst flight experience I've ever had--much worse even than the party flights to Mexico.:td:

This isn't very fair to label Aeroflot as terrible because of one bad experience from over a decade ago.

Aeroflot has really raised the bar on all levels... I think you would be suprised at the quality and the service.... I'm not Russian so this isn't coming from a "homer." Just a seriously impressed well versed traveler who has grown to respect the service that I have always been privy to see or experience first hand.

But you don't have to take my word on it :
http://finchannel.com/news_flash/Travel_Biz_News/55854_Aeroflot's_Service_Rated_First_Among_Europea n_SkyTeam_Carriers_/

To the OP.... no one likes a delay, especially in either DME or SVO but we are talking about January in Moscow. There's less gambling in Vegas and Monaco combined then having to make a run through Moscow in the winter.

I really feel for Medic1 and all of those who have been impacted by SU's ground staff. I just got back from Russia (flew in/out of both LED and SVO) and can honestly say I have never met a larger group of airline staff that were indifferent or callous in my life.

I asked for simple directions on where to catch the transfer bus from a bored looking SU agent and her response was "I only sell ticket, go look somewhere else." I was in the business check in line waiting for check-in and got cut off twice, with the insistence by ground staff that two large families go in front of me... resulting in 15 minute check in per family. I asked for lounge access (ST Elite+)and was told "No, only Aeroflot members". There's no announcement of boarding by class, just whoever is at the front goes first. The lack of service is abysmal.

On the flip side, the flight attendants I encountered were on the service quality of Cathay... constant attention and refill of drinks. Frequent visibility in the aisle. Granted, I was in business and there were only 8 of us in the C cabin on a 767, but still was extremely happy with the FA's.

This isn't very fair to label Aeroflot as terrible because of one bad experience from over a decade ago.

Aeroflot has really raised the bar on all levels... I think you would be suprised at the quality and the service.... I'm not Russian so this isn't coming from a "homer." Just a seriously impressed well versed traveler who has grown to respect the service that I have always been privy to see or experience first hand.

But you don't have to take my word on it :
http://finchannel.com/news_flash/Travel_Biz_News/55854_Aeroflot's_Service_Rated_First_Among_Europea n_SkyTeam_Carriers_/

Well, I've flown them many times throughout the 2000s, 5 times alone last year. I can honestly say that I think their in-flight service is much better than some of their American counterparts. Unfortunately their ground service, especially customer service, is some of the worst I've seen. Having flown in to some very dark corners of Africa and South America, that's saying something.

I asked for lounge access (ST Elite+)and was told "No, only Aeroflot members".

ST Elite+ should give you lounge access on all international itins, but you're entitled to nothing on domestic flights. Now some airlines give their own FFPs lounge access on domestic flights as a courtesy and SU was the only one in ST I knew of that would extend this courtesy to other FFPs elites. Then they cut Silvers out of the deal and now other FFP's Elite+ have no access either. So were you flying domestic when they told you no access?

ST Elite+ should give you lounge access on all international itins, but you're entitled to nothing on domestic flights. Now some airlines give their own FFPs lounge access on domestic flights as a courtesy and SU was the only one in ST I knew of that would extend this courtesy to other FFPs elites. Then they cut Silvers out of the deal and now other FFP's Elite+ have no access either. So were you flying domestic when they told you no access?

Interesting... my *A elite status allowed for domestic connections (outside the US of course). Well, I guess I can't fault them if that's company policy. I was SVO-LED from an incoming int'l flight.

Interesting... my *A elite status allowed for domestic connections (outside the US of course). Well, I guess I can't fault them if that's company policy. I was SVO-LED from an incoming int'l flight.

Ah, I was talking about standalone domestic bookings. You should be allowed access if your domestic segment is part of an international itinerary. Have you pointed it out to the agent?

Ah, I was talking about standalone domestic bookings. You should be allowed access if your domestic segment is part of an international itinerary. Have you pointed it out to the agent?I pointed that out once to SU and they didn't care. They still denied me access.

I presume ST E+ on a international itinerary like SVO-EVN shouldn't have problems with lounge access?

To the OP.... no one likes a delay, especially in either DME or SVO but we are talking about January in Moscow. There's less gambling in Vegas and Monaco combined then having to make a run through Moscow in the winter.

Are Aeroflot employees friendlier and more helpful during the summer? Weather is no excuse for poor customer service.

Anyhow...

Am I the only one who thinks of Sideshow Bob everytime I see this thread?

http://www.youtube.com/watch?v=vrTGyGSdrtI&NR=1

luitje makes good points. SU is my preferred choice to get in and out of MOW. Their ground service is admittedly lousy but nobody has good ground service at either DME or SVO. In flight the onboard service is very good and the international J seats are far nicer than the inter-europe converted Y seats nearly everyone else uses. SU also has far better on time performance than most of the others. As in all aviation experiences recency counts more than frequency because things do change quickly. I am an SU fan!

I presume ST E+ on a international itinerary like SVO-EVN shouldn't have problems with lounge access?

None whatsoever. Just get an invite at check-in and hand it to the lounge dragon. (However they stopped giving out lounge invites to pax who don't use the FFP they have status in to credit the miles for the trip. It used to be possible to bank miles in one programme and have lounge access thanks to the status one held in another FFP - but not any longer, it seems).

My wife: Can you clarify the liquids that are allowed to be carried on the flight?
SU: Why do you think I would know that?
Wife: Because you're an Aeroflot representative and I have an SU ticket.
SU: Did you buy your ticket from me?
Wife: No, but I bought it from Aeroflot.
SU: Did you buy it directly from me? Did I physically hand it to you?
Wife: No.
SU: Then go ask someone else (slides the counter window closed).



You have got to be kidding. :mad:

You have got to be kidding. :mad:Unfortunately, that kind of attitude is quite often what passes for customer service in Russia. :(

Unfortunately, that kind of attitude is quite often what passes for customer service in Russia. :(
I have arrived to a way of curing it after awhile. Once you hear that kind of c**p, calmly and slowly take out your pen and a piece of paper and ask for the name of the person you are talking to and name of his/her manager; then (if they are still giving you attitude) put down their exact phrase and repeat it to them, asking if you put it correctly. Works like a charm every time. The only community which is immune to this technique is bloody government officers (border guards, customs, militia). Didn't figure out this lot yet.:(

I have arrived to a way of curing it after awhile. Once you hear that kind of c**p, calmly and slowly take out your pen and a piece of paper and ask for the name of the person you are talking to and name of his/her manager; then (if they are still giving you attitude) put down their exact phrase and repeat it to them, asking if you put it correctly. Works like a charm every time. The only community which is immune to this technique is bloody government officers (border guards, customs, militia). Didn't figure out this lot yet.:(

From what I've heard, those people only respond to cold hard Rubles offered as a bribe. :D My wife got a response from the Aeroflot director's office today. They apologized for the behavior of their employees at SVO and offered the standard $150 coupon toward a future flight on SU, as long as it takes place in less than one year. Since neither one of us will be returning within that period of time, the gesture is sort of weak.

In any case, I think we're both done flying Aeroflot unless absolutely unavoidable. My wife has had great experiences with S7 in the past, so I'm thinking next time we'll fly in to Frankfurt and catch S7 direct to OVB, avoiding the entire SVO and SU nightmare. Another very convenient option (although much more expensive) is to go Tokyo to Seoul and then on to OVB, or Tokyo to Vladivostok to OVB.

In any case, I think we're both done flying Aeroflot unless absolutely unavoidable. My wife has had great experiences with S7 in the past, so I'm thinking next time we'll fly in to Frankfurt and catch S7 direct to OVB, avoiding the entire SVO and SU nightmare. Another very convenient option (although much more expensive) is to go Tokyo to Seoul and then on to OVB, or Tokyo to Vladivostok to OVB.

The FRA to OVB deal is nice. You don't have to touch your bags in FRA going either way or at least we did not from 2000 to 2007 when we used that exclusively. When S7 gets into oneworld this fall you could have some nice options to FRA on OW carriers.

SU has tested you through the years. That is for sure.

If you can't think of a use for that $150 voucher (assuming it was transferable)...

The FRA to OVB deal is nice. You don't have to touch your bags in FRA going either way or at least we did not from 2000 to 2007 when we used that exclusively. When S7 gets into oneworld this fall you could have some nice options to FRA on OW carriers.

SU has tested you through the years. That is for sure.

If you can't think of a use for that $150 voucher (assuming it was transferable)...

Woody -

Do you know what other international airports serve OVB? I'm pretty sure ICN is one, and I know my wife did a direct to BKK once, but that was a charter flight.

None whatsoever. Just get an invite at check-in and hand it to the lounge dragon.

Thanks for the reply.

Do you know what other international airports serve OVB?
This link (http://www.tolmachevo.ru/shedule.php?all=1&page=1) might come handy.;)

From PRG to OVB would have been great for her but it lasted all of 2 flights. CSA made someone in the aviation gov't sphere angry apparently and it was 86'ed right after getting going. I was so looking forward to that.

Off the top of my head...TLV, ICN, PEK, URC, BKK (charter during holiday seasons only), BCN (charter during holidays), DXB, SSH, and all of the Central Asian Capitals. They also used to run some charters from the Philippines during the summers. Since she's Russian and a visa should not matter, JFK to Tashkent and to OVB might be an option. Uzbekistan Airlines used to have service from JFK to Tashkent. Not sure if they still do or not though http://www.uzairways.com/Map/flash_map.aspx seems to say they do. www.tolmachevo.ru is a good place to look as well. I go back Feb 16 so I'll check with my travel friend guru Olga and see what she knows.

KLM or AF to LED and then S7 or Pulkovo to OVB is an option but you'll get a lot of the same not so great service at LED I would think.

Woody -

Do you know what other international airports serve OVB? I'm pretty sure ICN is one, and I know my wife did a direct to BKK once, but that was a charter flight.

Couple of more questions for all the SU experts here :)

I was looking for a flight SVO-EVN on opodo.UK website, and it was returning this:

Outbound: Sat 27 February 10 ,1 stop(s)

Duration:
08:40
Departing : ???JQO???
05:30 Sat
Arriving: Terminal 2, Moscow Sheremetyevo Apt, Russia
06:05 Sat
Aeroflot Aeroflot SU 1


Economy
Booking class code T
This flight uses e-tickets What's this?


Connection:
06:05 Sat - 11:05 Sat

From: Terminal 2, Moscow Sheremetyevo Apt (SVO),
Moscow, Russia

Transfer:
to: Terminal F, Moscow Sheremetyevo Apt (SVO),
Moscow, Russia

Change plane and terminal
Stop-over duration: 5h0


Departing : Terminal F, Moscow Sheremetyevo Apt, Russia
11:05 Sat
Arriving: Yerevan Zvartnots International Airport, Armenia
15:10 Sat
Aeroflot Aeroflot SU 193


Economy
Booking class code U

Any idea what is this flight SU1? And JQO?


Also, I booked flight via Expedia.UK and 6-character code given by them won't allow me to see my booking on Aeroflot website, nor CMT.

Any suggestions?

thank you all.

Any idea what is this flight SU1? And JQO?
That's the airport train service to SVO (https://www.aeroflot.ru/ENG/expl.aspx?ob_no=11394):

[KVS Availability Tool 5.2.0/Diamond - Amadeus: Timetable/NL-BCDF] (http://www.KVSTool.com/?R)
JQO Moscow Belorusskaya Railway Station RU
EVN Yerevan Zvartnots Int'l AM [UDYZ]
FRI 05 Feb 2010 - 12 Feb 2010

Carrier Flight From Depart To Arrive A/C St Frequency | Dur'n | Dep T | Arr T | Effect | Ending | Exceptions
--------- ------ ---- -------- ---- -------- --- -- ----------------------------------------------------------------
SU 1 JQO 05:30 SVO 06:05 TRN 0 1234567 08:40 - 2 05 Feb 12 Feb
-> SU 193 SVO 11:05 EVN 15:10 EQV 0 F -

Ahhh, Russia. :)

Also, I booked flight via Expedia.UK and 6-character code given by them won't allow me to see my booking on Aeroflot website, nor CMT.

Any suggestions?

thank you all.

Technically, SU uses Sabre so its virtuallythere.com you need, not CMT. If you can pull up your Expedia reservation somehow (or call them up) you should be able to get your SU record locator (the format is something like SU/XXXXX). Using this you could view your booking on virtuallythere, but even this might not work - I'm yet to find a way to make it display some third-party bookings.

Technically, SU uses Sabre so its virtuallythere.com you need, not CMT. If you can pull up your Expedia reservation somehow (or call them up) you should be able to get your SU record locator (the format is something like SU/XXXXX). Using this you could view your booking on virtuallythere, but even this might not work - I'm yet to find a way to make it display some third-party bookings.

That is exactly what I did [sabre/virtuallythere] but it only shows
Sorry, there was a problem retrieving your reservation.
If you continue to experience problems please contact your travel arranger for your trip details.

I suppose that's because of 3rd party booking. Interestingly my xp.UK itinerary also shows assigned seat - is this normal for SU? Never get that on any intra-EU travel on other carriers.

And thanks for the "train" info - I hope you guys get a dedicated SU section soon.

I might give London office a call tomorrow - it looks like my FB number wasn't registered - and to see if possible to change that seat.

edit: I just realised in that second email from xp, there was a record locator [beside SU booking reference] and that one works on CMT [not sabre]. And I can see that seat was already assigned.

Aeroflot does allow selecting a seat at the time of reservation on all of the flights operated on their metal. They block exit rows though, these could only be given by their airport check-in. This aeroexpress thing could be a bit tricky though. You are supposed to have a seperate code for the train. You will need to key it into the ticket machine at the station to get your paper ticket. Or did they sms it to you?

OK, as I see there are many questions regarding Aeroflot, and/or their Bonus program, and I've seen some posts which I'd very much like to comment on. I'll post a separate message with all the quotes and my answers, hopefully they will be of help to fellow FT members.
My personal experience with Aeroflot lasted for roughly 10 years, and about 300000 miles during past two or two and a half, so I might be of help.
(the miles above are not from business class, I quit flying business about three years ago).

I have arrived to a way of curing it after awhile. Once you hear that kind of c**p, calmly and slowly take out your pen and a piece of paper and ask for the name of the person you are talking to and name of his/her manager; then (if they are still giving you attitude) put down their exact phrase and repeat it to them, asking if you put it correctly. Works like a charm every time. The only community which is immune to this technique is bloody government officers (border guards, customs, militia). Didn't figure out this lot yet.:(
It surely works with some of them, but not with all, unfortunately.(
As I'm bilingual, and I have the card required for the priority check-in, I always look at whichever woman on the registration stand behaves more proper, and there I am-) It helps in the following way: as they have the 767s on their flights to LAX and JFK(I flew only those after they stopped SVO-SFO via Seattle), there are smaller rows of two(not three, as in the rest of the plane) seats in the back of the plane. If I'm alone, in 10/10, even if the plane is full, I'm getting those two all for myself. If I'm with a friend or a relative or someone else, I'm getting the three middle seats for two of us. It's just plain talk, and when you fly from SVO often they remember your face and are nice.

The trouble with government officers like customs, militia, etc is that they do not report to anyone in the airport or anywhere near. They are employed by their agencies regardless of where they are stationed. That's a major pain youknowwhere, hopefully, they are kept under control for the most of time.
luitje makes good points. SU is my preferred choice to get in and out of MOW. Their ground service is admittedly lousy but nobody has good ground service at either DME or SVO. In flight the onboard service is very good and the international J seats are far nicer than the inter-europe converted Y seats nearly everyone else uses. SU also has far better on time performance than most of the others. As in all aviation experiences recency counts more than frequency because things do change quickly. I am an SU fan!
The seats are indeed very nice, and sometimes they are on time, but that is sometimes. When I flew with them I counted in two extra hours as a must. Proved to be a good idea. And I can say that out of my last 4 transatlantic flights with LH only one was late, and one was almost an hour early. If it'd been SU, all 4 would've been late.
Are Aeroflot employees friendlier and more helpful during the summer? Weather is no excuse for poor customer service.
Nah, that doesn't have anything to do with the weather. They just don't care. And they're rude by their nature. Welcome to mother Russia-)
I pointed that out once to SU and they didn't care. They still denied me access.
Interesting... my *A elite status allowed for domestic connections (outside the US of course). Well, I guess I can't fault them if that's company policy. I was SVO-LED from an incoming int'l flight.

If my memory's right, there are two lounges in SVO. One of them is(was when I last flew from there) currently being remodeled, so they direct passengers to the other one, a so-called first-class lounge.(again, if my memory's correct). And, as it is with most of things in Russia, you have to prove to them that you are entitled to access the lounge, but that doesn't work well as their knowledge of English is so limited they just don't understand what you want from them, or pretend not to understand, so they don't really care. If I were (I am myself, but that's not about me), a *A cardholder, I'd forget the SVO as a bad dream and stick with DME-there's at least a *A lounge there. And the airport itself is quite better than good ol' SVO. I haven't been to the new D terminal, but I'd rather stay with DME, even though SVO is 25 minutes from my apartment and SU flights are not those red eyes with 7AM departures I get from DME.
Well, I've flown them many times throughout the 2000s, 5 times alone last year. I can honestly say that I think their in-flight service is much better than some of their American counterparts.
Totally agree-the in-flight service, as well as the flight attendants, are much better than many others.)
To the OP.... no one likes a delay, especially in either DME or SVO but we are talking about January in Moscow. There's less gambling in Vegas and Monaco combined then having to make a run through Moscow in the winter.
I don't quite understand the thesis.. First two weeks of January are holidays, everyone's drinking. The city is so clean and quiet, I even start to like it again during this period. On the other hand, that might be an explanation of the delays - those guys have to work when the rest of the nation's having a good time, so they're not in a hurry of any kind.
I almost missed the plane once - it was a flight scheduled to take off at 3-30Am on January 1st, and the reason was that the customs officer in SVO's designated VIP lounge was sleeping because he got wasted a couple of hours ago, and no one could wake him up!
Aeroflot does allow selecting a seat at the time of reservation on all of the flights operated on their metal. They block exit rows though, these could only be given by there airport check-in. This aeroexpress thing could be a bit tricky though. You are supposed to have a seperate code for the train. You will need to key it into the ticket machine at the station to get your paper ticket. Or did they sms it to you?
They do block them, but they have the new program that allows the use of those seats by *A Silver and Gold cardholders for free, or for 700rur(roughly 25$) for anyone else. It works if seats are available, and you have to ask them at the check-in counter. Used it once for my GF - worked out fine for her.

Ok, I think I got some areas covered, hope this info will shed some light on the subjects regarding SU and whatever stuff that goes with that.
I'll happily answer any questions, should anyone have them!

Thanks Cross_X. That was very comprehensive indeed. Wonder if you would be keen to compile some sort of SU FAQ :)

And I can say that out of my last 4 transatlantic flights with LH only one was late, and one was almost an hour early. If it'd been SU, all 4 would've been late.
YMMV; I've done around 40 flight segments with them last year and only 2 were delayed (one by 30 minutes, the other by an hour). Not sure what their punctuality is like on long hauls though - I have only been flying them on MH and SH routes.

They do block them, but they have the new program that allows the use of those seats by *A Silver and Gold cardholders for free, or for 700rur(roughly 25$) for anyone else. It works if seats are available, and you have to ask them at the check-in counter. Used it once for my GF - worked out fine for her.
I believe you meant *S not *A. They do charge for exit rows but on long hauls only. On mid and short haul flights these seats are free but difficult to get.

Aeroflot does allow selecting a seat at the time of reservation on all of the flights operated on their metal. They block exit rows though, these could only be given by their airport check-in. This aeroexpress thing could be a bit tricky though. You are supposed to have a seperate code for the train. You will need to key it into the ticket machine at the station to get your paper ticket. Or did they sms it to you?
Well, I am in row 9 at the moment, which is one behind exit row on their A321 - so not too bad, will ask at the airport.

Re: train, I didn't buy that, as I am arriving to DME in the morning, going to town to meet some friends and leaving SVO just before midnight and might get a lift there.

Well, I am in row 9 at the moment, which is one behind exit row on their A321 - so not too bad, will ask at the airport.
Try to get 20A or 20F - these are the best seats in coach on their A321.
9 is just a regular coach seat, proximity to the front of the plane is its only advantage. Rows 18 and 31 are the worst. I once got 18D on a red eye flight. Not much fun.

Try to get 20A or 20F - these are the best seats in coach on their A321.
9 is just a regular coach seat, proximity to the front of the plane is its only advantage. Rows 18 and 31 are the worst. I once got 18D on a red eye flight. Not much fun.
Thx for the advice, but not too keen on the back - I'd prefer Row 8, if I manage to get it at the airport :)

Re: train, I didn't buy that, as I am arriving to DME in the morning, going to town to meet some friends and leaving SVO just before midnight and might get a lift there.
You will get to SVO easily even with the evening traffic, but DME's a lot different. If yo arrive early and will be getting a cab, you might encounter some traffic. Or you might not -)
I wish you a great trip)

Thanks Cross_X. That was very comprehensive indeed. Wonder if you would be keen to compile some sort of SU FAQ :)


YMMV; I've done around 40 flight segments with them last year and only 2 were delayed (one by 30 minutes, the other by an hour). Not sure what their punctuality is like on long hauls though - I have only been flying them on MH and SH routes.


I believe you meant *S not *A. They do charge for exit rows but on long hauls only. On mid and short haul flights these seats are free but difficult to get.
I can surely write the FAQ about SU, but it will be on my next LH flight SFO-FRA,scheduled somewhere around 16th, as I don't think I'll have time before. I will post it in the end of the month. What should I include? Could you give me an idea of some sort?

Long-term hauls are not that punctual. Well, at least if you mark 2 extra hours for each haul you get everywhere on time, and that pretty much sums it up. They were a lot worse.
And I think everyone has to have the experience of the LAX-SVO flight - that's something totally inacceptible - people smoking in the restrooms, drinking liters of hard spirits and singing songs in choir - all of that during a 12-hour haul!=) Awesome amusement at no add'l charge!=)

You will get to SVO easily even with the evening traffic, but DME's a lot different. If yo arrive early and will be getting a cab, you might encounter some traffic. Or you might not -)

Not too worried, flight to DME arrives at 0445 and one from SVO leaves at 2345. Been to Moscow before, so it's just to see friends for a bit.

I wish you a great trip)
Thanks - looking forward to seeing Yerevan :)

Not too worried, flight to DME arrives at 0445 and one from SVO leaves at 2345. Been to Moscow before, so it's just to see friends for a bit.


Thanks - looking forward to seeing Yerevan :)
Well, then you know the drill -)
I thought I'd better warn you in case you haven't been there yet) Just in case, you know-)
Have a good time in Yerevan - I haven't been there yet, but my trip is planned for July;)

Good news for the OP. S7 today announced it will start direct service between Novosibirsk (OVB) and Prague (PRG).
Flights will commence on April 30, 2010 and will be operated weekly. Flights will be operated on Fridays at 10:05 from OVB with a return at 13:25 from Prague (all times are local).
Accordingly, the fastest route to OVB from PDX will now be PDX-AMS-PRG-OVB or PDX-JFK-PRG-OVB. Quite unfortunately both options involve ST airlines.

Good news for the OP. S7 today announced it will start direct service between Novosibirsk (OVB) and Prague (PRG).
Flights will commence on April 30, 2010 and will be operated weekly. Flights will be operated on Fridays at 10:05 from OVB with a return at 13:25 from Prague (all times are local).
Accordingly, the fastest route to OVB from PDX will now be PDX-AMS-PRG-OVB or PDX-JFK-PRG-OVB. Quite unfortunately both options involve ST airlines.

Very nice indeed! I think I already have the ability to do the trip with one flight change, MSP - FRA - OVB, but I'm not sure about PRG without going to look. I would love flying through Prague, which is one my favorite cities. Maybe take a couple of days on the way through to explore.

As an aside on this topic, what website do you folks recommend for finding flights only through specific connecting cities? I usually use Sidestep to find whatever is the cheapest fare, regardless of connection cities, but with this recent final "straw" with SU, I'm going to want to be more selective in the future. For example, if I want to go MSP to OVB only through FRA or DME without the hundreds of SVO flights that will surely pop up.

Try to get 20A or 20F - these are the best seats in coach on their A321.
9 is just a regular coach seat, proximity to the front of the plane is its only advantage. Rows 18 and 31 are the worst. I once got 18D on a red eye flight. Not much fun.

CMT today shows that there was an equipment change, so I am on A320 now and been moved to row 7.

Nevermind, I found a way to narrow down or eliminate certain connections using Sidestep. I just had to poke around the sub menus a little more.

Aeroflot does allow selecting a seat at the time of reservation on all of the flights operated on their metal. They block exit rows though, these could only be given by their airport check-in.

Does anybody know what are loads like on SVO-EVN flights, especially the very late one?

In Y, starting at row 6 [not counting blocked exit rows and bulkhead rows] there are 5 occupied seats, including me.

And even seatcounter is showing fair amount of availability.

http://img189.imageshack.us/img189/3093/screenshot20100221at002.png

So, should I expect fairly empty flight? Also, any recognition of ST E+ passengers, like priority boarding? [not that it would matter on an empty flight :)]

So, should I expect fairly empty flight? Also, any recognition of ST E+ passengers, like priority boarding? [not that it would matter on an empty flight :)]

Can't recommend on loads.I don't think SU has a fast track for their elites or business (unless you have guts to jump in front of a queue; GA will let you through but the crowd behind won't be pleased). All you get are their lounge in SVO and check-in at business counter. The latter is handy when flying from outposts where they don't have online check-in and for dropping your bags at SVO.

Does anybody know what are loads like on SVO-EVN flights, especially the very late one?

In Y, starting at row 6 [not counting blocked exit rows and bulkhead rows] there are 5 occupied seats, including me.

And even seatcounter is showing fair amount of availability.

So, should I expect fairly empty flight? Also, any recognition of ST E+ passengers, like priority boarding? [not that it would matter on an empty flight :)]

SVO-EVN is usually pretty full, there are a lot of Armenians working in Russia. You might luck out and get a relatively empty flight. You cannot trust the seat map at all however because most people get their assignments at the airport.

There is no priority boarding.

Can't recommend on loads.I don't think SU has a fast track for their elites or business (unless you have guts to jump in front of a queue; GA will let you through but the crowd behind won't be pleased). All you get are their lounge in SVO and check-in at business counter. The latter is handy when flying from outposts where they don't have online check-in and for dropping your bags at SVO.
Thanks for the replies.
Lounge only then, as I'll be travelling with hand luggage only.

You cannot trust the seat map at all however because most people get their assignments at the airport.
So, how come I got mine at the time of purchasing ticket? I didn't buy it from SU directly.

Brrrr. Aeroflot, i wouldn't fly them even for free. :p

Brrrr. Aeroflot, i wouldn't fly them even for free. :p
Would you care to elaborate on that?

It's just my opinion. ;)

So, how come I got mine at the time of purchasing ticket? I didn't buy it from SU directly.

Because you're a western frequent flier buying a ticket in a western manner. That being said, I buy my SU tickets through Expedia and cannot reserve seats in advance. You lucked out.

Most of the people on this route, both Armenians and Russians, are not buying the ticket online. They're going into a ticket agent (I don't even want to call them travel agents because they're really just there to peddle tickets) and paying cash (no credit cards, you see) for the tickets. They're not able to reserve seats at the time of booking....many people wouldn't even think to ask, either they're just not frequent travelers or they're used to the old Soviet system where the seats were given at check-in.

The check in area at SVO will be somewhat chaotic. The "line" to get to the check in desks will likely be mobbed starting from the time they start registration. I'd give it time and have patience. Since you already have a reserved seat, you're ahead of the came.

Because you're a western frequent flier buying a ticket in a western manner. That being said, I buy my SU tickets through Expedia and cannot reserve seats in advance. You lucked out.


I must have been lucky, because I bought it through Expedia too and didn't even request a seat in advance. :)

The check in area at SVO will be somewhat chaotic. The "line" to get to the check in desks will likely be mobbed starting from the time they start registration. I'd give it time and have patience. Since you already have a reserved seat, you're ahead of the came.
I notice that SU has OLCI, but as I can't get MMB to work on their website, I am somehow unsure that OLCI will work. So, I'll just join the chaos and make best out of it :)

There won't be a dedicated line for the SU flights, you have to jump in front of the line. Better yet, they will be announcing boarding for people with kids and handicapped, as well as business class, before the general boarding - go with them, you'll be let in without a problem.

The seat assignment is a weird thing, sometimes it works, sometimes it doesn't. Also, if the flight had Su's code but is operated by some other company owned by SU, you might not even get to the lounge..(I had that problem when departed from SVO terminal 1 - flight code's SU, but operated by SU Nord - didn't even let me into the lounge. I made them upgrade me to business, but that was hard).
And yes, the flight could easily be full, as dcmike noted.

I did ask in bmi thread, but thought I could maybe ask here too :)

Is there anything like an arrival lounge at DME? Arriving in C on bmi very early morning and could do with a shower before setting of for the rest of the day.

From DME's website:

Shower cabins are located in the arrival area of international flights in the left wing of the airport terminal. They are open round the clock. Cost is 250 rubles. The cost covers also a towel, soap and shampoo set. Blow-dry service charge is 30 roubles.

I didn't check them out though.

I've taken that particular night flight to EVN twice in the last two months and based on my experience it's likely to become my favourite option for my monthly MOW-EVN commute. Last time it took me 1 hr from my home in downtown Moscow to the gate ^^^ The road to the airport is empty at that time of the night and so is SVO2 as there are only two flights leaving.

You can select your seat when you check in online (OLCI opens 24 hours before departure). If you have hold luggage, you'll still have to stop by the check-in counter, but with your E+ card it should be no problem. After that it's plain sailing through passport control (no queues) and security check (ditto) to the gate area.

Now to the bad news... The EVN flight is always packed in Y and everyone will try to bring all of their earthly belongings on board and stow them above your seat. And there's no priority boarding :mad: And some of your fellow travellers will start trying on their newly purchased duty-free fragrances before take off. Oh, and there's not much in the way of food in Y so I'd suggest you have something to eat before you head off to the airport.

Now to the bad news... The EVN flight is always packed in Y and everyone will try to bring all of their earthly belongings on board and stow them above your seat. And there's no priority boarding :mad:

And they'll start trying to collect them from the overhead bins the second the plane lands. :D


Oh, and there's not much in the way of food in Y so I'd suggest you have something to eat before you head off to the airport.

Come on, you the the random pieces of meat and cheese and the little SU bread loaf....what more do you need? :D

Now to the bad news... The EVN flight is always packed in Y
I've noticed that few more seats have been assigned - although so far there is one free between me in 7C and someone in 7A.

Does the seat block exist on SU if flight is not completely full? And if it is, what's the order for op-ups? :D

Oh, and there's not much in the way of food in Y so I'd suggest you have something to eat before you head off to the airport.
I was thinking of trying to get some sleep as I have one full on day in Yerevan before flying back to London. What's the food like in the lounge?

Just be glad you weren't on this flight:

http://a1plus.am/en/social/2010/02/26/airplane
;)

currently sitting in the classic lounge, waiting for boarding to start.

I was told during check in that flight is full and i am still in the same seat that was assigned to me.

I notice that SU has OLCI, but as I can't get MMB to work on their website, I am somehow unsure that OLCI will work. So, I'll just join the chaos and make best out of it :)

I have never been able to use OLCI on SU (I think it is new), but the kiosks at SVO just outside of customs (and I now noticed inside of customs as well) work just fine, even if a bit slow and clunky (I have a bit of experience and whiz through the Russian screens, but I had to coach two colleagues--both very frequent travellers--through the usage, and over the past 12-18 months have also assisted various other PAX). I was also shocked that the same software runs for SU flights on the SkyTeam shared kiosks at LHR T4, and at a speed that suggests the server is somewhere in Novosibirsk.

I have never been able to use OLCI on SU (I think it is new), but the kiosks at SVO just outside of customs (and I now noticed inside of customs as well) work just fine, even if a bit slow and clunky

OLCI worked fine, but as I did this on my iPod I couldn't print the BP. Thought I should be able to get it from the kiosk but that didn't happen [kept on getting little slip telling me to try again or contact check-in desk], so I had to get it from the desk.

Flight was, as you all said, full and people did bring all their life possessions and tried to cram them into the overhead lockers :D And clapping on landing and rush to get out of the plain ASAP were there too :)

Strangely enough, even that most of the passengers were either Russian or Armenian, the guy sitting next to me was from my 'home' country :D

I have never been able to use OLCI on SU (I think it is new), but the kiosks at SVO just outside of customs (and I now noticed inside of customs as well) work just fine, even if a bit slow and clunky (I have a bit of experience and whiz through the Russian screens, but I had to coach two colleagues--both very frequent travellers--through the usage, and over the past 12-18 months have also assisted various other PAX). I was also shocked that the same software runs for SU flights on the SkyTeam shared kiosks at LHR T4, and at a speed that suggests the server is somewhere in Novosibirsk.
I did OLCI for SVO-CDG (for HKG-SVO-CDG) but was unable to print out the BP. BTW, serious IT problem, DL (NW is there) and a few others are missing from the FFP selection @ OLCI. At HKG, CX agents (handling for SU) tried to print the BPs for 2 sectors, was able to only print 1st sector due to "technical incompatibility between the systems". Got BP at transfer desk. Didn't try again afterwards for the return.

I find with SU OLCI that in the "First Name" field I have to try some sort of combination of "Firstname", "Middlename", "Firstname Middlename", or "Firstnamemiddlename" until I discover the magic key the computer system has selected for me that flight.

did svo - jfk on March 13.
flight was diverted to iad due to strong wind in JFK.

meal voucher + hotel voucher were given at March 13 after many delays (understandably). was told to come back on march 14 10am, at the latest for a 12 noon departure to jfk.

came back at 9:30am (i slept at 3:30am) and there was no SU representative. waited until 11:30am and still nobody to be found. (a group of two dozens people were waiting). at 11:30. decided to take the matter into my own hand,
did an one-way rental (not cheap) and drove to JFK.

how can they ask people to come at 10am and none of them showed up with no information given?

called to SU line were answered, but they dont know anything about if and when the flight will fly, whereabout of the ground agent, etc.

what should i do?

If i get everything right, you were on board of the plane that was diverted to Washington because of the weather. If so, then there's probably nothing to be done, as a) it's Aeroflot and b) Su-316 JFK-SVO left for SVO roughly 20 hours later that it was scheduled, so it means they somehow managed to get the plane over to JFK, or got another one there - taking in consideration how long it took them to depart the SU-316.
All the news agencies of Russia are currently on it - almost 300 people were forced to wait at JFK for that SU-316, and Aeroflot didn't arrange neither proper food nor longing - the usual thing.
And they never know anything about the case: I once sat at LAX for 3 hours hearing sh@t from the GA, before actually flipping out a pro-slr and started taking photos of the plane that was being repaired at the very moment-the one that was supposed to take off with me 3 hours earlier.Gate attendants showed up and I said I'm a reporter and that will be sent out to russian news agencies in a blink of an eye, and that i will also include the info that they were lying to everyone about the cause for the delay. Worked like magic - the representative showed up and I had all the info - two hydraulic systems(main ones) failed.
I'd advise you either forget about it or use some force - call the SU headquarters in either US or Russia, for example - otherwise they won't do a thing.They never do - It's Aeroflot.
And, of course, find out which plane made it to JFK - yours or another one.

called to SU line were answered, but they dont know anything about if and when the flight will fly, whereabout of the ground agent, etc.
Write a formal complaint to SU (CEO line preferably), describe your situation, attach invoice from the rental company and ask to reimburse you for it. If you have purchased food/beverages on that day and happen to have receipts, attach those too. If they do not reply or refuse to compensate take this case to court.

S7 was flying the B763 on the EVN run, which I thought that was pretty cool, but not sure if they're doing that anymore. For some reason the original story about poor domestic Aeroflot c/s doesn't surprise me. It's why I always choose S7 domestic and for short international hops.

Experiences from the 90's? What about the 50's? Do they count?

If they do not reply or refuse to compensate take this case to court.
They are compensating.....but in terms of miles.:rolleyes:

http://aeroflot.ru/ENG/about.aspx?ob_no=549&d_no=41782

They are compensating.....but in terms of miles.:rolleyes:

http://aeroflot.ru/ENG/about.aspx?ob_no=549&d_no=41782

This is just their goodwill and it only extends to the members of their own FFP. This particular case with representative not even bothering to show up at the airport is absolutely outrageous. They most definitely must refund the unused part of the ticket and pay the expense of renting a car. I assume they paid for the accomodation. If not, it should be claimed too.

A lot more choices for MOW-HKG in the coming Summer.

HX (Hong Kong Airlines) from with brand new Biz/Econ A330-200 from 28Jun2010 (http://airlineroute.net/2010/03/11/hx-svo/ and http://www.hongkongexpress.com/web/eng/news_e.php?id=press_2010Mar23) to SVO in-line with parent company Hainan Airlines operating from PEK already. (what is the connecting pax potential?!)

CX (Cathay Pacific) dumps SU codeshare (http://airlineroute.net/2010/03/18/cxsu-codeshare-cxl/) from 28Mar2010 to start its own flight from 13Jul2010 to DME for future connecting pax from S7 (http://airlineroute.net/2010/03/22/cx-dme-s10/). Operating with A340-300 (34B, two-class Biz/Econ) fitted with new product.

UN (Transaero) [tentative plan] from 12Jun2010 1-weekly 772ER
http://www.flyertalk.com/forum/13516759-post41.html

This is already in addition to SU upgrade of aircraft on this route to A332 and additional 1-day frequency.

I expected that MOW-HKG would increase due to the visa waivers, but not by this much!:eek: