Aeroflot has two faces. When things run smoothly, they are okay, but when you have a problem with them, they are a pure disaster. I flew with my family from Asia to Sweden, via Moscow. Even though we had more than an hour of waiting in Moscow none of our luggage arrived with us in Sweden. We reported it. Aeroflot was extremely unclear about where and when the luggage would come, and they were unable to locate it, until it, different days, arrived in Sweden. It then turned out that one of our hard Samsonite suitcases had a hole in it. It was too big to be acceptable and I therefore made a claim to Aeroflot, in accordance with their procedure. They answered me that I should send original documentation to Moscow. I did so, but was careful enough to make copies of everything. A couple of days later they just closed my claim, without any further explanations. After that I have contacted them a large number of times, making new claims referring to the original one and so forth. When they noticed that I did not give up, they tried a new strategy – to not answer. After months of waiting, I contacted them again, and actually got an answer: that they had increased their own handling time, according to the Russian law (they said), with another 30 days. Then it was silent again. Next time I contacted them they told me to make a new claim, since the first one was not treated! When I said I did not want to they referred to the Swedish Aeroflot office, which in turn told me to send the claim to them. But when the Swedish office answered to my claim it was with the information that they would not handle the case. Indeed, I have to communicate with the Moscow office, they told me. Aeroflot clearly have no intention whatsoever to give me any compensation. If you think that your suitcases and luggage is not so much to care for, you could buy a ticket with Aeroflot, but if you have any luggage that has a value you should think more than once - and then use another air flight company.
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