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Old Jul 7, 17, 5:41 am
Join Date: Nov 2016
Posts: 8
Exclamation AEROFLOT Outrageous customer service

Me and my family went on a family trip to russia.
We chose to fly with Aeroflot.
This is around 5hours flight.

Unfortunately, my IFE (entertainment system) didn't work.
I called the flight attendant and explain to her the situation.
She than restart the IFE which unfortunately also didn't help.
She also didn't move me to other seat since the flight was fully booked and i stayied the rest of the flight without the IFE.
Another family member of ours had an IFE that isn't working.

I videotaped everything (that the IFE doesn't work, i try to press on the screen and remote and nothing happens, the seat number and row etc...).

I than sent this information to Aeroflot customer service.
This was their answer after 30 days!!!!!!

This was their answer:

Dear Mr. Ginsberg!
Thank you for choosing PJSC “Aeroflot” for your trip and the submission you addressed to the management of our airline.
We deeply regret that onboard service quality has left you with a feeling of disappointment and we sincerely apologize for any possible inconvenience.
Our airline pays a great deal of attention to passengers’ service. The feedback we receive from our customers is very important to us as it helps us to evaluate the quality of our service in a comprehensive and objective manner and take measures to improve it.
Your submission has not been left unnoticed.
Based on the provided by you information we started an internal investigation. According to the received information the malfunction of entertainment system on seat 21 A from our technical department has not been confirmed. Also, on the flight documents there is no information about any problems with entertainment system. So in this case we did not found any violations.
We hope that in the future your experience while flying with PJSC Aeroflot will only be positive. We look forward to welcoming you on our flights.

With best regards,
Kazakhyan Aik

Chief specialist of
Claims Department
PJSC "Aeroflot – Russian airlines"

That was my response:
Hi Aik,

Firstly, thank you for getting back to me (although it did take tremendous amount of time).

I am so delight to hear that your companies takes this meter seriously and went trough the trouble of going over documentation regarding this seat IFE.

Never the less, it is highly disappointed to hear that your company employs unprofessional employees.
Not only did the technical department failed to find the IFE fault, but also the technician that filed the documentation after the flight even i spite the fact i reported about the problem?

Asa software engineer in a big corporate high tech company, i fly a lot (mostly with star alliance).
Therefor i know how to operate the IFE, never the less, i did record a video clip of the non working IFE so you could make sure
i am not doing anything wrong.
You can watch the 2 movie clips with the documentation of the seat with the IFE trough my google drive here.

Also,in case you think it is a mistake, i would love to upload the video clips along side your delightful answer to FlyerTalk to consult my fellow frequent flyers friends regarding this issue.

Thank you for your time,
I hope your next answer won't take another month.


That was their answer:
Dear Mr. Ginzberg,

Thank you for you response.
Provided by you information was forwarded to the Technical Department of PJSC “Aeroflot”. Please be informed, that anyway there is no documentary evidence of the malfunction, at this moment the system is working correctly. Thus, viewing the video materials would not change our decision.
So in this case, we consider further correspondence inappropriate.
We hope for your understanding.

With best regards,
Kazakhyan Aik

Chief specialist of
Claims Department
PJSC "Aeroflot – Russian airlines"

"So in this case, we consider further correspondence inappropriate."
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