Aeroflot

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.

Telephone
Toll Free : (866) 879-7647
Customer service : +7-495-223-55-55
Email
Mailing address
1 Arbat St
119019, Moscow, Russia 129090
Website
aeroflot.ru

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.

How to resolve a problem with Aeroflot

Try self-service first

Use our proven resolution methods, or Aeroflot’s self-service links below.

Contact an executive

Start with the primary contact below, then escalate step by step if needed.

Get free advocacy help

Contact Elliott Advocacy for free mediation of unresolved complaints.

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.

How fast does Aeroflot respond?

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.
Verified contacts

Aeroflot customer service executives

Maintained by Elliott Advocacy and updated regularly. Here’s how we do it →

Primary
Mikhail Safarov
Director of Product Quality Control
Secondary
Vasily Avilov
Deputy CEO for Administrative Management
Secondary
Vladimir Antonov
First Deputy CEO of Operations
Secondary
Mikhail Poluboyarinov
Head of Customer Experience
Chief Executive
Sergey Alexandrovsky
Chief Executive

Aeroflot customer service policies

Aeroflot's privacy policy outlines how the airline collects, processes, and protects the personal data of its customers.

Aeroflot loyalty program

Aeroflot offers a loyalty program called Aeroflot Bonus.

Frequently asked questions about 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.
Contact Aeroflot’s customer service using the following details:

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