Aeroflot Russian Airlines

Ottima compagnia aerea efficiente e puntuale servizio ottimo

Buen servicio

To whom it may concern,I am writing this letter to express my feedback regarding my flight on April 3 (SU0213).It was really an unpleasant experience for me and I can't barely enjoy my whole trip due to worrying about it might happened again in my upcoming flight on April 13 (SU2403).I flew from hkg for 10 hours on April 3, original schedule was at 11:35am. I received a sms informing me the flight changed to 12:55pm instead. I have a connecting flight supposed at 7:45pm (russian time) to Venice (SU2422), and because of the delayed flight, I missed my connecting to Venice. I ran and arrived at the gate at 7:30pm to find out that i missed it already and there was no staff at the gate already for me to even ask where to go or what to do. So i needed to ask the information to assist me and i went to the Aeroflot desk to ask. It was around 8:00pm and at the desk, the staff asked me to go back at 9:00pm and so i did. They gave me a connecting flight which is scheduled the next day already at 9:30am. That means they wasted 1 day of my trip and i needed to wait for more that 12 hours for the next flight. They didn't even offer me a lounge to stay and i needed to wait somewhere sleeping on the airport chair for 12 hours and i was alone and cold. the thing is it wasn't my mistake and i'm the one that has to suffer. and it was not fair at all. but ok, i have no choice but to catch my next flight so i waited 12 hours. I clearly asked the desk where my luggage was when she handed me the new boarding pass. she checked and informed me that my luggage is in Moscow. so yeah, i somehow felt safe and expect that on the next flight they will put my luggage together to the flight right. After 12 hours of waiting plus 3 hours 30 minutes flight only to find out when i arrived in Venice airport that my luggage was not there. Can you even imagine the stress that it caused me? I was on a plane for total 13 hours, waited for 12 hours. I was sleepy, tired and hungry and to find out the my luggage was lost. I was devastated and very much disappointed. and the fact that i booked this ticket on July, 2018, to have this kind of experience is very disappointing knowing that aeroflot is one of the best airlines. Now I am super worried and feeling very anxious on my upcoming flight on April 13 from Rome to Hong Kong. (SU2422, SU0212). I suppose to have 2 hours allowance to reach my connecting flight, but since i supposed to have 3 hours allowance to reach my connecting flight last time and clearly it didn't worked. how can i be sure that i am able to reach it this time? and the this is you guys changed the time of the flight again from 7:30pm to 7:20pm. I will arrived at 5:30pm. Can I have any assurance that i will make it on time or my luggage will not be lost again and find out when i arrive in hong kong after a 10 hours flight? If i make it to the flight then will my baggage make it too? I cannot afford to missed my connecting flight again since i have a flight also from Hong Kong to Philippines. I hope you guys understand my situation.Best regards,Mia San Pedro

We went to change our ticket. The office people told us that's an administrative office and they don't do anything related to ticket. There behavior were very weird.

Buon servizio,volo perfetto,assistenti semprepresenti.

Cortesia ed eccellenza