Aeroflot, also known as Russian Airlines, is the flag carrier of the Russian Federation. The airline operates both domestic and international flights, with the majority of its shares owned by the Russian government.
How to reach a person at Aeroflot
Toll Free: (866) 879-7647
Customer service: +7-495-223-55-55
International: +7-495-258-40-89
Aeroflot Responsiveness rating
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What you need to know about Aeroflot
Aeroflot’s customer service typically responds within a few hours to a few business days, depending on the volume of inquiries and the complexity of the issue. Response times can vary, especially during peak travel seasons or following disruptions.
- Aeroflot’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue.
- You can resolve a problem with Aeroflot with our insider guide or through its executive contacts.
- Aeroflot’s customer service policies are standard. Here are our frequently asked questions about Aeroflot.
Aeroflot customer service response times
Aeroflot’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue. However, here’s a general idea of what to expect:
| Phone support | Aeroflot’s customer service support is available via phone, but response times can vary based on the time of day and call volume. Call customer service at (866) 879-7647. |
| Email support | Aeroflot’s customer service email support typically responds within 2 to 3 business days, though response times can vary depending on the volume of inquiries. The company operates primarily during Moscow business hours, Monday through Friday from 9 a.m. to 6 p.m. Moscow time (GMT +3). During weekends or holidays, responses may be delayed. Email Aeroflot at aeroflotlax@aeroflot.ru. |
| Live chat | Aeroflot’s customer service live chat support typically offers real-time assistance, but response times can fluctuate depending on the time of day and customer demand. The service is usually available during Moscow’s business hours, Monday through Friday from 9 a.m. to 6 p.m. Moscow time (GMT +3). During high-demand periods, such as after flight cancellations or during peak travel seasons, wait times may be longer. |
| Social media | Aeroflot’s customer service through social media channels, such as Facebook, X, and Instagram, provides a convenient way to reach the company for assistance. Response times typically range from a few hours to 1 to 2 business days, depending on the volume of inquiries and the platform used. The social media support operates during Moscow’s business hours, Monday through Friday from 9 a.m. to 6 p.m. Moscow time (GMT +3). Here’s how to reach Aeroflot via social media. |
| Help center/FAQ | Aeroflot’s customer service help center and FAQ pages offer immediate access to a variety of self-service options, allowing customers to find answers to common queries without waiting for a response. For more complex issues that require direct support, the response times can vary, typically taking 1 to 3 business days, depending on the nature of the inquiry and the volume of requests. Since the help center operates on Moscow’s business hours, Monday through Friday from 9 a.m. to 6 p.m. Moscow time (GMT +3), responses outside of these hours may take longer. |
How to resolve a problem with Aeroflot
This guide on how to solve a customer service problem will help you resolve most problems with the company. You can also refer to the executive contacts below or contact our advocacy team directly.
Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.
We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.Aeroflot mailing address
1 Arbat St
119019, Moscow, Russia 129090
Aeroflot loyalty program
Aeroflot offers a loyalty program called Aeroflot Bonus.
Aeroflot social media channels
Aeroflot executive customer service contacts
Primary Contact
Mikhail Safarov
Director of Product Quality Control
1 Arbat Street
119019 Moscow, Russia 119019
msafarov@aeroflot.ru
Secondary Contact
Vasily Avilov
Deputy CEO for Administrative Management
1 Arbat Street
119019, Moscow, Russia
vavilov@aeroflot.ru
Vladimir Antonov
First Deputy CEO of Operations
1 Arbat Street
119019, Moscow, Russia
vantonov@aeroflot.ru
Mikhail Poluboyarinov
Head of Customer Experience
1 Arbat Street
119019, Moscow, Russia
Mpoluboyarinov@aeroflot.ru
Chief Executive
Sergey Alexandrovsky
1 Arbat Street
119019, Moscow, Russia
salexandrovsky@aeroflot.ru
Aeroflot customer service policies
What is Aeroflot's privacy policy?
Aeroflot’s privacy policy outlines how the airline collects, processes, and protects the personal data of its customers.
What are Aeroflat's terms and conditions?
Aeroflot’s terms and conditions cover the rules and guidelines governing the use of its services, including flight bookings, cancellations, refunds, baggage policies, and passenger rights.
What is Aeroflot's accessibility statement?
Aeroflot’s accessibility statement outlines the airline’s commitment to providing accessible services to passengers with disabilities.
Aeroflot self-service links
How can I manage my Aeroflot booking online?
Visit the Aeroflot website and go to the “Manage Booking” section. Enter the booking reference and last name to access your reservation. You can make changes such as selecting or changing seats, updating passenger details, requesting special assistance, or modifying your flight
What information can I find on the Aeroflot website regarding baggage allowances and handling lost or damaged baggage?
Visit the Aeroflot website for detailed information on baggage allowances, including size and weight limits for carry-on and checked bags based on your travel class. The site also provides information on excess baggage fees, how to pay for additional items, and procedures for reporting lost, delayed, or damaged baggage, along with compensation policies and claim filing instructions.
How can I check the status of my Aeroflot flight?
Visit the website to check the status of your flight. In the “Flight Status” section, enter your flight number or route details to get real-time updates on your flight’s arrival and departure times.
How can I contact Aeroflot’s customer service?
- Toll-Free: (866) 879-7647
- Customer service (Russia): +7-495-223-55-55
- International: +7-495-258-40-89
- Address (U.S.): 6033 West Century Boulevard, Suite 760, Los Angeles, CA 90045, USA
How do I change my flight on Aeroflot?
Online:
- Visit the Aeroflot website or use the Aeroflot app.
- Navigate to the “My Trips” section.
- Choose the “Change Flight” option.
- Click on “Edit” to update your flight details.
- Follow the prompts to make changes to your booking.
Phone:
- Call Aeroflot’s change flight officials at +1 (866) 879-7647 (OTA).
- Provide your booking details, such as the confirmation number and passenger names.
- The company will assist you in changing your flight over the phone.
The policy allows you to rebook at no charge within a 5-day window from your scheduled departure—this includes both before and after the original flight date. However, specific fare rules may apply, so it’s always best to check with Aeroflot directly for details on your ticket.
How do I complain about Aeroflot?
Contact Aeroflot’s customer service using the following details:
- Toll-free: (866) 879-7647
- Customer service (Russia): +7-495-223-55-55
- International: +7-495-258-40-89
- Address (U.S.): 6033 West Century Boulevard, Suite 760, Los Angeles, CA 90045
How to get professional help with your Aeroflot problem
If you need help with Aeroflot, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.
Get HelpDISCLAIMER: The names, numbers and email addresses on this page are provided for informational purposes and are believed to be reliable. However, they should in no way be construed as a guarantee of their accuracy by Elliott.org. Company executives change their email addresses and phone numbers frequently to avoid contact with customers.
If an email address bounces or a phone number is wrong, please report it to us immediately through this form.
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