warning!You useInternet Explorer. Certain functions may not work correctly. We recommend that you use a different browser.

Customer requests

Registered address of PJSC “Aeroflot” (for correspondence):
10 Arbat St., Moscow 119002

www.aeroflot.ru

Contact Centre:

+7 (495) 223-55-55

8-800-444-55-55 (toll-free in Russia)

Toll-free calls to the Contact Centre from abroad

Sales and booking offices

Subject Contact number e-mail, website Postal address Additional information

Booking and ticketing, ordering services, flight information, reference information on rules for passenger and baggage carriage

Contact Centre:
+7 (495) 223-5555

8-800-444-5555
(toll-free in Russia)

Toll-free calls to the Contact Centre from abroad

Contact Us

Ticket booking

Flight schedule

Flight information

-

Business hours:
24/7

Electronic ticketing on website

-

Contact Us

-

-

Aeroflot Bonus Program

Contact Centre:
+7 (495) 223-5555

8-800-444-5555
(Toll-free in Russia)

bonus@aeroflot.ru

Aeroflot Bonus

Aeroflot Bonus, 10 Arbat St., Moscow 119002

Business hours:
24/7

Baggage search

+7 (495) 544-3325

lost-found@aeroflot.ru

-

Business hours:
Mon-Sun: 9:00 — 20:00 (MSK)

Special services and other services for persons with disabilities at Sheremetyevo Airport

Moscow:
+7(495) 223-5555

Russia:
8-800-444-5555
(Toll-free in Russia)

Toll-free calls to the Contact Centre from abroad

You can send us a message using the form at

Contact Us

-

Business hours:
24/7

Please find more detailed information at:
Passengers with Disabilities

Corporate contract

-

corporate.sales@aeroflot.ru

10 Arbat St., Moscow 119002 Corporate Customers Department

Business hours:
Mon-Thurs: 9:00 — 18:00 (MSK)
Fr: 9:00 — 15:30 (MSK)

Group booking (for groups ticketed and paid in Moscow)

 

Please send request to: group@aeroflot.ru, or to:

Send a ticketing request for group carriage

 

Business hours:
Mon-Sat: 9:00 - 20:30 (MSK)
Sun: 9:00 - 16:30(MSK)

Please contact a PJSC “Aeroflot” office for group ticketing in other cities of Russia or abroad.

Charter or block carriage (only for legal entities when arranging charter flights or seasonal block programs for tourists)

 

charter@aeroflot.ru

   

Confirm completed flight

 

-

 

-

Aeroflot sales and representation offices

Service fee - RUB 500

Acknowledgements, suggestions, complaints

 

You can send us a message using the form at

Contact Us

 

By submitting messages you allow us to study them comprehensively and provide you with the most complete and accurate answer.

Claims for material compensation due to flight delay, delayed baggage delivery, or damage, loss of all or part of checked baggage, carriage of goods or excess baggage

+7 (499) 500-6336

You can send us a message using the form at

Contact Us

Ground Handling Department, 31 Mezhdunarodnoe Highway, Khimki District, Moscow Region, 141425

Business hours:
Mon-Thurs: 9:00 — 18:00 (MSK)
Fri: 9:00 — 15:30 (MSK)

Claims for material compensation must be accompanied by documents confirming expenses and your right for reimbursement (air ticket, baggage receipt, voucher, baggage tag, Property Irregularity Act, etc.).

Attention! Claims submission timeframe is limited in accordance with the terms and conditions of the contract of carriage. More

Claims for material compensation due to flight cancellations, services rendered at the departure (arrival) airport, on board, and at PJSC “Aeroflot” sales offices, including PJSC "Aeroflot" branches and representative offices

 

You can send us a message using the form at

Contact Us

Claims Department, 10 Arbat St., Moscow 119002

Please take note that in order to have your claim for reimbursement of expenses considered it should be accompanied by documents confirming the claims and costs incurred, as well as your right to submit a claim to the airline (an itinerary receipt with remarks (stamps), a boarding pass, receipts or payment receipts, a notarized power of attorney to represent passenger’s interests, etc.)

Reference information on written

+7 (495) 664-1282

+7 (499) 500-6464

+7 (495) 752-9028

Fax
+7 (499) 500-6867

 

Mailing address:

10 Arbat St., Moscow 119002

Business hours:
Mon-Thurs: 9:00 — 18:00 (MSK)
Fri: 9:00 — 15:30 (MSK)

Please note that information will be given by these phones in reply to written complaints addressed to the Director General of PJSC “Aeroflot” from other organizations and from individuals. You may obtain information related to booking, sales, ticketing, passenger, baggage and cargo carriage rules only by calling the Contact Centre at:

+7(495) 223-55-55
8-800-444-55-55

Hotline - confidential information relayed to the Board of Directors about violations of law, infringements of internal procedures by an employee, and/or a member of the management or the controlling authority monitoring the financial and economic activity of PJSC “Aeroflot” and its key associated organizations

-

hotline@aeroflot.ru

-

The Hotline may be used only for the following:
- violations of relevant legislation and organizational, administrative and regulatory documents of the Aeroflot Group related to insider information, fraud and corruption, by any employee and (or) any member of the controlling authority monitoring the financial and economic activity of the Aeroflot Group
- violations of the Corporate Code of Ethics of PJSC “Aeroflot”;
- proposals to improve internal control procedures (including anti-corruption procedures). For other questions, please use the Contact form required for your claim.