We bring to your attention a selection of frequently asked questions and answers. The questions are grouped by topic.
My wife and I have two different bookings for one flight. Can we upgrade our service class at check-in using my miles account?
No, if you wish to upgrade with your account, all passengers must be listed in a single booking.
There are four passengers listed on my booking. Can I upgrade my service class and that of one of the passengers at check-in using my miles account?
No, in this case, you may upgrade the service class only in your name, or upgrade all the passengers listed in the booking. The other two passengers can be upgraded using their own programme accounts.
Airports in which cities offer service class upgrades at check-in?
Upgrade services are available at all airports where this is technically possible. For information about the availability of these services at a particular airport, please call the programme’s Contact Centre at: +7 (495) 223-5555 or 8-800-444-5555.
I have a ticket for a two-segment Aeroflot flight with a transfer in Moscow. Can I upgrade my service class for both flight segments at the departure airport?
At the departure airport, you can upgrade for the first segment of your flight. To upgrade for the second segment, please contact an agent at the check-in desk at the transfer airport.
What is the baggage allowance for an award upgrade issued at check-in?
The baggage allowance is the same as for a paid Economy Class ticket.
Will I have access to the Business Class Lounge after obtaining an award upgrade at check-in?
No, in this case, you may not access the Business Class Lounge.
What on-board services will be provided after an award upgrade at check-in?
You will receive the standard on-board Business Class services.
I want to upgrade the service class for myself and my 10-year-old child at check-in. How many miles are needed for an award upgrade for a child?
The amount of miles needed for an upgrade at check-in is half the amount of miles required for an award Economy Class return ticket. Miles are awarded to a child according to the same rules as apply to an adult passenger.
Can I get my award upgrade for one segment of a flight at an Aeroflot office or via the Call Centre?
No, award upgrades for one segment are only possible when you check in at the airport.
Can I get an award upgrade at check-in if the flight is operated by the Rossiya Airlines?
No, upgrades are only possible on flights operated by Aeroflot, and only if the ticket was purchased at an Aeroflot block location.
I’ve bought an Economy T Class ticket for an Aeroflot flight. Will I be able to use my miles to upgrade the service class at check-in?
No, upgrades are possible only for paid tickets in the Flex Group or higher.
Is it possible to get an award upgrade at check-in, if there are no premium fare seats available in Business Class on the flight?
Seat availability in Business Class is taken into account when awarding an upgrade, regardless of the fare group.
When can I use my award upgrade at check-in?
Award upgrades are available after check-in starts at the airport, at the same time as upgrades are carried out for cash payments.
How can I find out whether any miles will expire in 2017?
Miles will expire in 2017, if in the years 2015 and 2016 no miles have been credited to your account for scheduled flights operated by the Aeroflot Group or SkyTeam partners, according to their mileage rates. In 2017, miles will not expire for participants who have registered in the programme after 01.01.2015.
To find out if your miles are subject to expiration, check for your registered flights in the personal account section or call the Contact Centre at: +7 (495) 223-5555, 8 (800) 444-5555.
Can I now credit a flight completed in 2015, so that my miles do not expire?
Programme rules allow a period of three months, during which miles can be credited for a previously taken flight.
Will miles transferred to one of the Mercy Miles funds also expire?
I registered in the programme in 2015, but haven’t yet had time to travel. Will my accrued miles expire?
Your miles will not expire in 2017. In accordance with programme rules, miles registered in the programme less than two full calendar years before, are not subject to expiration. Miles expiration in 2017 does not apply to members who registered in the programme after 01.01.2015.
My account shows a flight that I completed in 2015, but it has zero accrued miles. Will I be able to keep these previously accrued miles?
To earn miles, you must have travelled with a miles accrual ticket. Your flight ticket fare did not include miles accrual, and so these miles will expire.
My last flight was completed on 30 December 2014, and these miles were credited to my account. Will my miles expire?
To preserve your miles in 2017, your account must show flights completed in 2015 or 2016 on a miles accrual ticket. Flights completed in 2014 will not be considered for miles accrual.
I completed a flight in 2016 with a miles accrual ticket under the Aeroflot Bonus programme. I didn’t make any trips after that. Can I preserve these credited miles?
To preserve miles, your flight must have been carried out on a miles accrual ticket. Award tickets are not taken into account for miles accrual, and will expire.
I completed many Aeroflot flights in 2015. During flight booking, I presented my Delta SkyMiles card and my miles were credited there. Will my miles expire in the Aeroflot Bonus programme?
To redeem miles, the flight must appear in your Aeroflot Bonus account. You have chosen to accrue miles in another programme. Flights included in other programmes will not be saved in the Aeroflot Bonus programme.
I didn’t make any paid flights in 2015 and 2016, but I have miles on my bank card issued by a programme partner. Can I preserve my miles, if I make a round trip flight operated by Aeroflot, before the miles expire?
After the accrual of miles for flights operated by the Aeroflot Group, you can use your miles for an award before the miles expire.
On my account, I have a flight completed in 2015 and operated by a SkyTeam partner airline, but I didn’t travel in 2016. Will all miles expire from my account in 2017? If not, can I use them?
Your miles are not subject to expiration since you registered a flight operated by a SkyTeam partner airline on your account. However, in accordance with programme rules, you must register a flight operated by a member of the Aeroflot Group to use the miles.
How do I sign up for the programme?
This can be done in several ways:
- On our website in the Join the Programme section, and you will receive 500 welcome miles on your account, as well as access to your personal account
- Filling out a special application form to open a joint card with a partner bank; as soon as the joint card has been opened, you will be assigned an Aeroflot Bonus programme membership number.
When registering with a temporary card, you must indicate the card number in the Member No. field.
Passengers aged 2 to 12 can be registered in Aeroflot Bonus Junior, and after they turn 12, they continue in the Aeroflot Bonus programme, preserving their original account number.
Members over 12 years of age must register in the Aeroflot Bonus programme.
How to register online?
To obtain a membership number, go to www.aeroflot.ru, and go to the Aeroflot Bonus section – click on Join the Programme – Become a Programme Member.
Fill in all the fields. After the process is completed, you will receive via e-mail a link that confirms your registration and assigns you a membership number.
Important: When registering for the programme, a single e-mail address and mobile phone number are used. You will need the answer a verification question, which in the future you will use to obtain awards from the account and for password recovery.
During registration, the system asks for my passport data and passport expiry date. Which date must I indicate when entering Russian passport data?
Since the expiry date of a Russian passport depends on one’s age, and is not fixed, it is recommended to enter the date 01.01.2050, or any other date that is far away in the future.
What is a temporary card, and how can I use it?
A temporary member card is given to members before a permanent plastic card is issued. It indicated your unique number in the programme. A temporary card can be obtained prior to programme registration in the airline office or on board the aircraft and activated on our website – Join the Programme – Activate Temporary Card.
You can also print out a temporary card, after completing the registration process on the website. To earn miles on your account, you present this card when booking/buying tickets or when using services offered by programme partners
How can I get a password to log into my personal account?
If you have not registered in the programme through our website, then you need to create a personal account by clicking on the link Activate account for co-branded bank cards, and fill out the questionnaire.
When registering in the programme on the site, I made a mistake in my e-mail address and have not received the link to complete the registration. What should I do?
You must contact the programme Contact Centre at: +7 (495) 223-5555 or 8 (800) 444-5555. The operator will help you find your membership number. After that, you will need to create another personal account by clicking on the link Activate account for co-branded bank cards, and use the correct email address.
The password works when I enter my personal account, but I can’t access the ticket purchase section. The system doesn’t accept my password. How can I resolve the problem of authorizing my password to access the ticket purchase section?
Your password may contain special characters or it may be too long. A password must have at least eight characters, including at least one uppercase letter and one lowercase letter, one digit, and no special symbols. Change your password using these recommendations and then repeat the booking process a few minutes later. We suggest using you membership number as your login.
Why do I have to subscribe to SMS-informing to access my personal account?
Subscribing to this service will help you monitor your account, and accordingly, the miles on your account. Subscription is carried out via a unique mobile phone number.
SMS-informing is offered free-of-charge. In the SMS-informing section in your personal account, you can manage information providers and, if you wish, unsubscribe from providers from whom you no longer want to receive messages. Moreover, sending of an information message upon entry into your personal account is set by default.
To subscribe to SMS-informing, I need to answer a verification question that I’ve forgotten. How can I restore it?
To reset or change your answer to a verification question, you need to go to an Aeroflot Office with your passport.
Why do I need a PIN code?
A Personal Identification Number (PIN) is required for Aeroflot and programme partners to authenticate the user in order to credit or expire miles from a member’s account.
How to restore/change your PIN code?
The PIN code is not saved in the system. If you lose your PIN code, you need to get a new one in your personal account, in order to prevent third parties from using your lost PIN code. You can change your PIN code by following the same procedures as for receiving a new PIN code.
How can I get a personal Aeroflot Bonus programme plastic card?
You’ll receive a member card within two weeks after accruing 2,000 miles on your personal account. It will be sent automatically to your mailing address that you indicated during registration in the programme. The card is delivered by Russian Post. Estimated delivery time is six weeks.
My member card has been damaged. How can I get a new card?
You must send a written request for a new duplicate card through the relevant section in the Contact Us window in your personal account, or on the airline’s website, or send it to email address email@example.com, specifying the place of delivery (Aeroflot office/representative office) or a valid postal address. In your request, you must indicate that the card has been damaged. After your request has been processed, you will get a new card within two weeks.
At the time when I accrued 2,000 miles, my postal address had changed, so I haven’t received my card. How can I get my member card?
You must submit a free-form application to Aeroflot Bonus and indicate your current mailing address through the relevant section in the Contact Us window in your personal account, or on the airline’s website, or send it to email address firstname.lastname@example.org, specifying why you have not received your card. You will receive your member card within two weeks by Russian Post. Estimated delivery time is six weeks.
What must I do if I haven’t received my plastic card at the end of two months after accruing 2,000 miles in my personal account?
You must submit a free-form written application, indicating your membership number and your first names and surname through the relevant section in the Contact Us window in your personal account, or on the airline’s website, or send it to email address email@example.com, specifying the place of delivery (Aeroflot office/representative office) or a valid postal address. You must state the reason for your request. You will receive your member card within two weeks. Estimated delivery time is six weeks.
My Aeroflot Bonus card has been stolen/lost/damaged. How do I get a new card?
You must submit an application for a duplicate card through the relevant section in the Contact Us window in your personal account, or on the airline’s website, or send it to email address firstname.lastname@example.org, specifying your first names and surname and membership number. The replacement card costs 20 euros; you may pay in roubles at the exchange rate used by the company at the time of payment. Payment is made in Aeroflot offices in Moscow or at Aeroflot representative offices.
Replacement Aeroflot Bonus Junior cards for members aged 2 to 12 and Gold and Platinum Cards are delivered free-of-charge in the event of loss.
Lost/stolen Basic or Silver cards are also delivered free-of-charge upon submission of a police report.
How can I transfer miles from one account to another, if I double registered, and I have already accrued miles on both accounts?
You must send an application through the relevant section in the Contact Us window in your personal account, or on the airline’s website, or send it to email address email@example.com. You must indicate the account numbers and specify which account will remain valid. Priority is given to accounts opened earlier that have joint cards with a bank and that have an Elite Level. Miles from the closed account will be transferred to your current account.
The accounts will be merged within three weeks after receipt of your application.
I’ve received two accounts by mistake. Only registration miles are available on one of my accounts. Will they be transferred?
No. Promotional miles earned on promotional campaigns that are not related to flights or partner services are not transferred. Miles for flights and miles earned from services offered by programme partners are transferred in full.
I have two accounts in the programme. They must be merged, but I have entered my joint bank card in one of these accounts. What must I do?
If the account, where the joint bank card is used, is still valid, you must submit an application, indicating the account numbers.
If the valid account is not bound to the bank in any way, and the joint account will be closed, you must first contact the bank, to have the joint card re-issued for the valid account, and then send an application to the programme to have the accounts merged.
When I try to open my joint card, it is refused by the partner bank, stating that Aeroflot has refused to register it. What must I do in order to open my joint card?
Opening of a joint card is subject to the partner bank providing correct personal data, including the member’s number. These data are not always correct. The possible reasons are the following:
You are already a member of the Aeroflot Bonus programme, but you did not mention it in your application, or indicated it incorrectly.
Your first names and surname in the application are different from the personal data that you entered in the Aeroflot Bonus programme.
Please contact your bank to verify and, if necessary, correct the data: the spelling of your first names and surname in the Latin script must match the spelling in your passport. After the data is modified, the bank will send the information to the programme.
If the spelling of your first names and surname are written incorrectly, you must first correct the spelling in the programme, having sent in your application and a copy of your passport through the relevant section in the Contact Us window in your personal account, or on the airline’s website, or send it to email address firstname.lastname@example.org.
When I opened a joint bank card, I was assigned a new number. Due to double registration, my account has not been activated. Is it possible to merge the accounts and keep only the account assigned by the bank?
The account assigned by the bank cannot be activated. You need to contact the bank to have your joint card re-issued and connected to the valid account in the programme. After the joint card has been re-issued, you must send a statement to the bank listing the miles that were accrued during the time the card was not active, and that must be transferred to the valid account.
How can I change my phone number, postal address or e-mail address in the programme?
These changes can be made independently on your personal page in your personal account on the airline’s website. You can also send a request through the relevant section in the Contact Us window in your personal account, or on the airline’s website, or send it to email address email@example.com, specifying the correct data. You must attach a copy of your passport when sending a written request to change your e-mail address or the mobile phone number, to which you subscribed for SMS-informing.
Why do I need to change personal data (first names/surname) in the programme?
In order to successfully participate in the programme, the spelling of your personal data must correspond to that in your international passport. If these data do not correspond, this will affect the correct crediting of automatic miles for flights and services supplied by programme partners.
How do I change my personal data (first names/surname) in case of marriage/divorce/change of passport/incorrect data, etc., in the account that is not linked to a joint bank card?
According to programme rules concerning modifications to your first names/surname, you must send a request to the programme through the relevant section in the Contact Us window in your personal account, or on the airline’s website, or send it to email address firstname.lastname@example.org, together with a copy of supporting documents (passport, birth certificate, marriage/divorce/adoption/first name/surname modification), and specify the postal address or Aeroflot office where you would like to have your new card delivered.
How do I change my personal data (first names/surname) in case of marriage/divorce/change of passport/incorrect data, etc., in the account that is linked to a joint bank card?
You must ask your bank (you must ask each bank if you have opened several joint cards with different banks) to modify personal data in the bank’s database. After the changes are made in the bank, send a request to the programme through the relevant section in the Contact Us window in your personal account, or on the airline’s website, or send it to email address email@example.com, together with a copy of supporting documents (passport, birth certificate, marriage/divorce/adoption/first name/surname modification), and specify the postal address or Aeroflot office where you would like to have your new card delivered.
How can I change the spelling of my first names/surname in Latin script in the programme, if I don’t have an international passport?
To change the data in the programme, you must send a request to the programme through the relevant section in the Contact Us window in your personal account, or on the airline’s website, or send it to email address firstname.lastname@example.org, together with a copy of your Russian passport or birth certificate and indicate the correct spelling of your first names/surname in Latin script, and specify the postal address or Aeroflot office where you would like to have your new card delivered.
How long will it take to modify the spelling of my first names/surname, and when will I receive a new plastic member card with the new data?
Changes in your account profile will be made within 2-3 weeks after receipt of your request.
The new card will be produced within two weeks. Estimated delivery time is six weeks.
At what point must I let you know that I’d like to have my card delivered at the office/representative office?
Information on card delivery must be specified in your request.
When making a request for Aeroflot Bonus Junior members, the request must be signed by a parent/guardian.
How can I check my account status, or the amount of accumulated miles?
Real-time information is available in your personal account on the airline’s website, or you can contact the Aeroflot Call Centre.
Are miles accrued for all completed Aeroflot flights as well as flights operated by partner airlines?
Miles are accrued only for completed scheduled flights according to miles accrual fares. Some restrictions apply for miles earned when travelling on codeshare flights.
Miles are not credited for award tickets, free tickets, special tickets, charter tickets, and tickets, purchased as part of tour packages at special rates, with the exception of miles earned for flights carried out at these rates as part of special offers.*
* - tickets issued up to 01.11.2016.
What must I do to have my miles automatically credited to my account?
For automatic miles accrual, you must indicate your membership number/present your Aeroflot Bonus card when booking/purchasing a ticket, or at check-in, that is, before completing your flight. You can also add your number to bookings for your next Aeroflot flight in your personal account on the website in the My Bookings section.
You can enter the number into the booking only if all the personal data in the programme and in the booking system match.
How can I enter my card number in my booking if the ticket was purchased prior to registration in the programme?
To enter your card number in the booking system, so that miles are credited automatically to your account, you need to contact the Aeroflot Call Centre, specify the date, flight destination and booking code/ticket number. You may enter your card number after the flight, but not later than 24 hours after departure.
You can present your card/membership number at check-in at the departure airport.
Or, you can also add your number to your booking for next Aeroflot flights in your personal account on the website in the My Bookings section.
Can I use several different loyalty frequent flyer cards on the same flight?
You are not allowed to use several loyalty frequent flyer cards issued by SkyTeam airlines on the same flight. In this regard, benefits to Elite/Elite Plus members will be provided in accordance with their member card status and the number entered into the booking.
How long does it take for miles to be credited automatically to my account for a completed flight?
Miles will be credited within ten days after the flight.
What are the possible reasons for miles not being credited to my account, if I presented my card in order to earn miles automatically?
There may be several reasons for this – a mismatch in the spelling of personal data in your booking/ticket and/or member card; error when entering information about your card into the booking system.
Can miles be earned before registration in the programme?
Yes, miles can be earned for all scheduled Aeroflot flights purchased at miles accrual rates and completed six months prior to the registration date in the Aeroflot Bonus programme. Miles are eligible for accrual if the flights were carried out in the current calendar year.
To earn miles for Aeroflot flights, you must enter the data about completed flights into your personal account on the website in the Send Information on Completed Flights section. These miles will be automatically credited to your account.
You can also present flight documents through the relevant section in the Contact Us window in your personal account, or on the airline’s website, or send it to email address email@example.com. Miles will be credited within 30 days after receipt of flight data.
Important: Information on completed flights must be provided within three months after programme registration.
Can I earn miles on my account for a flight completed by a third party?
No, programme participation is individual, and miles can only be earned by completing flights personally.
How can I restore miles for a completed flight if I did not present my card?
Miles can be earned for completed Aeroflot flights by entering data about your completed flights in your personal account on the airline’s website in the Miles Accrual section. Information is accepted not earlier than 14 days after the flight completion, and no later than three months after the flight date. These miles will be automatically credited to your account.
You can also provide flight documents through the relevant section in the Contact Us window in your personal account, or on the airline’s website, or send it to email address firstname.lastname@example.org.
You may also send the data for miles accrual for completed flights operated by SkyTeam partner airlines with a copy of your ticket indicating its number and types of fares paid, and copies of the boarding pass for each flight segment. The Aeroflot Bonus programme reserves the right to request the original boarding passes for each flight segment. These miles will be credited within 30 days after receipt of flight data.
What is the deadline for entering information on completed Aeroflot flights, or providing flight documents for manual miles accrual, when using partner airline programmes?
You must enter the information on the website or provide flight documents within three months after the flight date. The information is accepted on the website not earlier than 14 days after the completed flight.
Can I redeem miles in my personal account for unaccounted and completed flights operated by SkyTeam partner airlines?
No, miles can be redeemed in your Personal Account online only if your trips were completed on Aeroflot flights (carrier code SU).
Can I credit miles to my account by calling the Call Centre and providing information about my completed flight? ?
Yes, this information may be accepted for miles accrual only for flights operated by the Aeroflot Group, after 14 days and no later than three months after the flight date.
How can I credit my miles, if I don’t remember my membership number?
You must first verify your membership number by contacting the Call Centre, and then send the flight data or flight documents in accordance with programme rules.
I bought a ticket, but I didn’t complete the flight. How can I earn miles on this ticket?
Miles are credited only for the actually used segment on your ticket (or flight coupon).
Why are different amounts of miles credited for return flights?
Programme members can earn miles based on the distance between the departure/arrival airports, and the type of fare indicated on the ticket for each flight segment.
For more information please click here.
What is the difference between qualifying miles and non-qualifying miles?
Qualifying miles are earned by members travelling on scheduled Aeroflot flights or on flights operated by programme partner airlines; they are credited for distance and booking class (minimum 500 miles, depending on the airline).
Non-qualifying miles are earned when programme members use Partner Services and special programme offers; additional luxury miles can be earned for miles by Elite Club members. These miles can be used only for Awards, and are not included in qualifications for upgrading to the Elite level.
The amount of qualifying miles required to attain Elite member status in the programme is calculated separately within one calendar year, from 1 January to 31 December. Miles are not divided into qualifying and non-qualifying miles for awards.
Information on the amount of credited qualifying miles and flight segments for the current year is available in your personal account on the website.
Do miles in the programme expire?
According to the rules, all unused miles expire if a member has not registered, on his/her personal account, any scheduled Aeroflot flight or a flight operated by airline partners at the miles accrual rate. Miles earned for joint bank card transactions, as well as for other goods, works and services offered by Partners are not taken into account.
Expirations are carried out in the current year on the basis of flight activity registered in the accounts within the last two calendar years. Expired miles cannot be restored.
I’m a member of two SkyTeam loyalty programmes. How can I transfer miles from one account to another?
You are not allowed to transfer miles from one account to another in different loyalty programmes. Accounts also cannot be merged.
How can I earn miles in several loyalty programmes?
Miles earned for flights operated by Aeroflot, programme partner airlines or paid Partners Services are credited to your account only once, and in only one loyalty programme.
Procedures for earning miles on tickets issued for Aeroflot flights as of 01.11.2016
Do basic fare groups remain the same starting in 01.11.2016?
- Yes, the airline’s basic fare groups – Promo, Saver, Classic, and Flex in the Economy Class;
Classic and Flex in Comfort and Business Classes – remain the same.
How are miles accruals calculated for tickets issued before 01.11.2016?
- Miles accruals are calculated according to terms and conditions in force before 01.11.2016.
How can I determine miles accrual for a booking on an Aeroflot flight after 01.11.2016?
- For more detailed information, please click here here.
What fares do not credit miles?
- Miles cannot be earned for the following – group fares (prefix code GV), special fares (prefix codes FX, BRV, and MED), subsidized fares (prefix codes SO, GO, MFRF, GC, and GA), award fares and tickets issued for O, X, F, G classes.
How can I determine miles accrual for Business Travel tickets?
- Miles for Business Travel tickets are credited in accordance with fares in the Classic Group in the Economy Class.
How is miles accrual for a flat rate to Kaliningrad calculated?
- Miles on flat rates on flights travelling from Moscow to Simferopol, Kaliningrad, Vladivostok, Khabarovsk, Petropavlovsk-Kamchatsky, Yuzhno-Sakhalinsk and return are earned in accordance with the same terms and conditions applicable before 01.11.2016.
Are there any exceptions to new fares, depending on flight destination?
- The terms and conditions for miles accrual applicable before 01.11.2016 remain the same for flights to Moscow, Rostov-on-Don, Moscow, Kazan and return.
Where can I update information on the amount of miles earned on my purchased ticket?
- You can check information on the amount of miles earned under the new schema on the Miles Calculator.
I have 10,000 miles on my account. How can I redeem my accumulated miles?
The minimum value of an award ticket is 15,000 miles (one-way flight). Information on the amount of miles required for an award can be found using the Mileage Calculator.
You can also spend your miles for an award offered by programme partners.
How many miles do I need to get an Award ticket?
To obtain an award ticket or upgrade your service class, you must have at least 15,000 miles in your account. All cities are divided into zones, with different amounts of miles. Please visit the How to Spend Miles section and check the amount of miles required for an award ticket for the itinerary you are interested in, with the help of the Mileage Calculator.
I want to give my award ticket to a third party, but he/she is not registered in the programme. Do I need to open an account for this passenger?
No, you do not need to register the passenger if you want to give him/her your award ticket. However, we recommend that passengers register, because programme membership is individual, and registration will allow passengers to credit miles to their own accounts when they take flights in the future.
Is it possible to merge the accounts of two participants, in order to obtain enough miles for an award?
No, this is not allowed. According to programme rules, a member’s account and earned miles cannot be merged with the accounts or miles of other Aeroflot Bonus members, or other members of frequent flyer programmes. Members cannot transfer, bequeath or sell their accounts or miles.
To whom can I transfer the award?
You can transfer the award in the form of a free ticket, upgrade or for partner services to any person you wish.
Aeroflot Bonus Junior members (aged 2 to 12 years) may not transfer any awards.
The sale/purchase of any awards is prohibited by programme rules.
Can I return an award ticket and return my miles to my account if my trip has been cancelled?
No, you cannot. According to programme rules, an award ticket that has been issued with miles in the Aeroflot Bonus programme cannot be sold, returned, exchanged for other awards or miles, and cannot be transferred to another person. Award tickets are valid for one year from the original ticket issue date, and may be modified in accordance with programme rules.
Can I use my award ticket for a one-way flight?
Yes, it is possible to use a one-way award ticket on Aeroflot flights, but only return flight award tickets are issued for flights operated by SkyTeam partners.
How can I upgrade my service class on an Economy Class ticket that I purchased earlier?
You must contact the Call Centre to re-book your flight in Business Class. If there is no rate difference between Economy and Business Class, and award seats are available, your ticket will be automatically re-printed and sent to your e-mail.
If there is a rate difference between Economy and Business Class, the Call Centre operator will book the award seats, but to obtain a printed ticket, you must contact an Aeroflot sales office/representative office before departure.
We would like to remind you, that your service class can be upgraded only if you present a ticket issued in the following Economy Class fare groups: Classic and Flex (Y, B, M, U, H, K, and L) or in Comfort Class groups (W, S, and A) for tickets issued before 31 October 2016 inclusive. Tickets issued after 01.11.2016 are upgraded according to Economy Class Flex group fares and Comfort Class Flex group fares. Fares applicable after 01.11.2016 are flexible. Ticket prices may vary within each fare group, depending on the terms and conditions of application.
Can I get an award service class upgrade for miles in the Aeroflot Bonus programme on flights operated by SkyTeam partners? Whom must I contact?
Yes, you can. You must book a ticket at the current rate for a flight operated by a relevant airline and contact the Aeroflot Call Centre to re-book carriage in Business Class.
If there is a rate difference between Economy and Business Class, and award seats are available, your ticket will be automatically re-printed and sent to your e-mail.
If there is a rate difference between Economy and Business Class, and if the award has been transferred, the Call Centre operator will book the award seats, but to obtain a printed ticket, you must contact an Aeroflot sales office/representative office before departure.
What is the procedure for registering an award ticket?
Procedure for registering an award ticket for Aeroflot flights (without award transfer):
You can book an award ticket easily and quickly on the Aeroflot website not later than six hours before departure. When searching for flights in the Buy Ticket section, select the Pay with Miles option. Please note that when you book an award ticket on the airline’s website, taxes and fees must be paid by a credit card that is approved for online payments.
If you are unable to process an award ticket online, you may book and obtain your ticket from any Aeroflot ticket office in Moscow or any representative office in Russia and abroad, not later than 48 hours before your planned departure time. You must have your member card and passport with you.
You may also book and get your award ticket for flights operated by the Aeroflot Group by contacting the Call Centre at +7 (495) 223-5555, 8 (800) 444-5555 with your PIN code, not later than six hours before your planned departure time.
What is the procedure for processing an award ticket for Aeroflot flights if the award has been transferred to another person?
Aeroflot Bonus members, who are older than 12 years, may transfer their award ticket to third parties. Aeroflot Bonus Junior members (aged 2 to 12 years) are not allowed to transfer any type of awards.
Please note that the sale/purchase of any types of awards is prohibited by programme rules.
Procedure for registering award carriage on Aeroflot flights (with award transfer):
You can register an award ticket with award transfer on the Aeroflot website no later than six hours before departure.
You can also book and register an award ticket in an Aeroflot sales office or representative office. You must provide the original/copy of your temporary member card, completed and signed request for your award transfer as the account owner, the original/copy of your account, and the passport of the passenger to whom the award has been transferred. Any account holder or his/her authorized agent may register the award ticket with award transfer. The authorized person must be confirmed by a power of attorney. If the ticket is issued to a third party, and not to the account member-holder, the power of attorney must be notarized.
It is also possible to book and register an award ticket by contacting the Call Centre at +7 (495) 223-5555, 8 (800) 444-5555 with your PIN code and Code Word not later than six hours before the planned departure.
When registering an award ticket at an office/representative office, do I have to pay a service fee for ticket issue?
When registering an award ticket at an office/representative office, you must pay airport taxes and fees. No additional service fee will be charged for issuing an award ticket.
How can I earn miles for partner services?
Please show your member card or specify your account number in the programme each time you use services offered by the programme partners. Miles for goods and services purchased from a Partner are automatically credited to your account within 60 days of the payment date, for services provided when you presented your member card.
What must I do to earn miles for purchasing services in restaurants run by the Arkadiy Novikov Group?
To earn miles, you must present your plastic Aeroflot Bonus card to an employee of the restaurant run by the Arkadiy Novikov Group, a programme partner, before he/she gives you the cost of services rendered. You must also tell him/her that you wish to credit the miles earned in the restaurant.
I could not register an award in a restaurant run by the Arkadiy Novikov Group, they requested a PIN code. Where can I obtain one, and what is it for?
A Personal Identification Number (PIN) can be generated in your personal account. PIN code is required for the verification of a participants, which Aeroflot or programme partners can use when crediting or deleting miles from the account of the participant.
Will I earn miles for purchasing goods/services in restaurants run by the Arkadiy Novikov Group, if an award has been issued?
No, it is not possible to earn miles for awards issued for miles in the Aeroflot Bonus pogramme.
Can I restore miles if I haven’t presented my card at the time of registering partner services?
If the application/request form for redeeming miles has not been presented on the Partner Site, you may redeem miles by sending a request to Aeroflot Bonus for miles restoration and a copy of the invoice confirming the payment of services, within a year from the date of use. Miles will be credited to your account within 60 days after data validation.
Where else can I issue programme award?
What must I do to register an award in restaurants run by the Arkadiy Novikov Group?
You must show your member card to an employee of the restaurant run by the Novikov Group and tell him/her that you wish to credit the goods/services award before he/she brings you the final bill for the rendered goods/services. The award is registered when it is inserted into a special reading terminal and confirmed when you enter your PIN code.
Can I book a hotel for my miles?
You can book a hotel for your programme miles by clicking on the following link: https://hotels.aeroflot.ru/
How can I use my miles at the Novotel Hotel at Sheremetyevo Airport?
You can use the award to book accommodation and other services provided at the Novotel Hotel at Sheremetyevo Airport.
You must have the required amount of miles on your Aeroflot Bonus account in order to use this award. When the Award is registered, the amount of miles corresponding to the above award is withdrawn from your personal account.
You must also have the original Aeroflot Bonus card and be personally present as an Aeroflot Bonus member, and present a certified personal identification document.
Information on your card must be readable and the magnetic strip must not be damaged.
The award is registered when it is inserted into a special reading terminal and confirmed when you enter your PIN code. You must tell the hotel employee that you wish to register the Award before he/she brings you the final bill for rendered services. Miles cannot be earned for registering an Award. Used miles (Awards) cannot be redeemed.
In the event of any breach of terms and conditions mentioned above, the employee may refuse to register the Award for services and ask you to pay in cash or by credit card.
Where else can I spend my miles?
You can visit the Rewards Catalogue by clicking on the following link: https://rewards.aeroflot.ru/
Will I earn miles for cash withdrawals at ATMs of programme partner banks?
No, you will not earn miles for cash withdrawals at ATMs.
How quickly are miles credited to my account when I use my joint bank card?
Miles for payments on joint credit cards are credited to your account within ten days after the end of your reporting month; accruals are processed once a month. Please note that accruals are not processed for all card transactions. Please contact your bank for more information about miles accrual.
How are miles credited if I have some other cards linked to my partner bank account?
All the miles on all additional cards are credited to your single programme account. When opening additional cards, you need to make sure that all the cards are linked to your programme account.
How can I exchange a Sberbank card for a Sberbank joint VISA Aeroflot card?
You need to contact the Bank. A Sberbank card can be exchanged for a Sberbank VISA Aeroflot in accordance with procedures established by the Bank. If you are already an Aeroflot Bonus member, you must specify your membership number in your request when contracting a joint bank card.
How can I obtain a joint programme partner bank card?
To obtain a joint bank card, contact any branch of your partner bank. If you are already an Aeroflot Bonus member, you must specify your membership number in your request.
Can I obtain several joint cards in different partner banks?
Yes, you can.
What must I do to earn miles for purchases made with my joint card?
Miles for purchases and services paid by your partner bank card are automatically credited to your programme account. Make sure that your membership number coincides with the number assigned to you by the Bank, and that the spelling of the surname on the bank card is the same as the one in the programme. If the data is inconsistent, the miles will not be credited to your account.
What must I do, if miles are no longer accruing for purchases I make using the card?
Miles are credited automatically to the Aeroflot Bonus programme through data obtained from the Bank. If miles are no longer being credited to your account, you must contact the Bank for further information.
How can I see whether I’ve earned enough miles to upgrade to the Elite Level?
Your Personal Account on our website shows the amount of qualifying miles/flight segments and flight segments in Business Class for the current calendar year. When you have accumulated the required amount of qualifying miles/flight segments, you will be automatically upgraded to this level. Your status will be modified in your personal account.
What are flight segments?
A flight segment is the portion of the flight corresponding to one flight coupon of your ticket. For example, Moscow-Vienna represents one flight segment. Vienna-Moscow represents the second flight segment.
How can I get a Silver, Gold or Platinum member card?
To reach the Silver Level, you must earn 25,000 qualifying miles or 25 flight segments in one calendar year, Gold Level – 50,000 qualifying miles or 50 flight segments in one calendar year, Platinum Level – 125,000 qualifying miles or 50 flight segments in Business Class in one calendar year. As soon as you have earned the required amount of qualifying miles/segments (deducted award miles do not affect calculation), you will be automatically upgraded to the Elite Level and you will be sent an Elite Package, containing a card, to the postal address specified in the programme.
Aeroflot Bonus Junior members (aged 2 to 12 years) become Elite Club members based on the general rules.
Will a flight segment completed on an award ticket or at rates that are not listed in miles accrual be taken into account when upgrading to the Elite Level?
No, flight segments paid at rates that are not listed in miles accrual are not taken into account when upgrading to the Elite Level.
After upgrading to the Elite Level, will Elite cards be sent automatically, or do I need to order them in advance?
Elite cards are produced within two weeks, and are automatically sent to the postal address specified in the programme, unless you asked for your card to be delivered to your office. The card will be delivered within four weeks.
How can I obtain my Elite card at the airline office? What must I do?
To get your card at an Aeroflot sales office or representative office, you must inform us about being upgraded to the Elite Level by calling the Call Centre/sending an e-mail, and providing information about where you would like to have your card delivered. You must request that your card be delivered to a specific office before each upgrade/confirmation of another level.
What is the validity period of an Elite member card?
If you receive an Elite card or get upgraded to Gold status (ElitePlus), your Elite member card will be valid from the date of upgrade to the Elite Level, and will remain valid until the end of the current year, the subsequent year, plus the first two months of the following year (to the end of February). The validity period is specified on the card. According to the subsequent year’s results (amount of qualifying miles or segments), your Elite Level may be extended (you will be sent a card with a new expiry date), upgraded (you will be sent a card upgrading you to the next Elite Level), or you will be downgraded to the next lower level, if you do not fulfil the terms and conditions to confirm your current status.
For example: If you were upgraded to the Elite Level in May 2016, your card will be valid until the end of February 2018.
The validity period of Elite cards obtained through promotions and special offers is determined by the terms and conditions specified in the promotions.
What is a participation year? Will my qualifying miles expire after a participation year?
A qualifying participation year is the calendar year from 1 January to 31 December.
For example, for members registered in the programme as of 10 March 2015 – their participation year ends on 31 December 2015. The counter for qualifying miles is reset to zero at the end of the calendar year, but this does not affect the total amount of miles on your account balance, which you can use to obtain Awards.
What must I do to get an Elite card with a new expiry date at an Aeroflot /representative office?
While fulfilling the terms and conditions for earning qualifying miles in a calendar year, you must inform the Aeroflot office/representative office that you wish to receive a card with a new expiry date, not later than one month before the expiry of your current card.
I’ve accumulated 25,000 qualifying miles, but my personal account doesn’t show a Silver status.
To clarify this situation, please contact Aeroflot Bonus at +7(495)223-5555, or via the Contact Us window. Some of your flights may have not been taken into account or not all your miles are qualifying miles.
Why wasn’t I offered an invitation to use the Business Lounge when I flew Air France from Paris to Marseille? I showed them my Elite Level Gold card, but was refused.
Passengers, who are Elite Plus frequent flyers travelling in Economy Class, enjoy free access to most Business Lounges of SkyTeam partner airlines around the world, regardless of the fare indicated on the ticket, if their trip includes international connections to SkyTeam flights scheduled on the same day.
I have two pieces of luggage exceeding the baggage allowance in the Elite programme. How will surcharges be calculated in relation to baggage, secondly to additional charges, and thirdly to my Elite card?
Excess baggage travelling under an Elite card is always referred to as a second piece of luggage in basic baggage allowance. According to allowance for one piece of baggage under fare terms and conditions, if you travel with three pieces of luggage, you must pay for the third piece and any additional pieces of luggage, that is, one piece – free baggage allowance, second piece – extra allowance under your Elite card, and the third piece is payable in accordance with payment rules for checked excess baggage.
Can I travel with a second piece of luggage in addition to the one piece allowed on flights operated by other airlines?
This privilege is granted to Elite Aeroflot Bonus members on most flights operated by our SkyTeam partners (with the exception of Vietnam Airlines; this privilege is also available if you fly with Delta Airlines, except on domestic flights and flights to Brazil).
If you travel on joint flights operated by airlines that are not members of the SkyTeam Alliance, this privilege is granted only if Aeroflot is the flight operator, that is, Aeroflot effects carriage, and the flight is effected on a ticket issued at an Aeroflot block location.
What must I do if I don’t receive e-mails about special offers promoted by the airline and the Aeroflot Bonus programme?
You need to check the settings in your personal account to see if you have checked off the Subscriptions and Mailings option.
If you see this option selected in your personal account, any letters sent by the programme may be going into your Spam folder. Be sure to check the settings of your email account.
I sent some documents to email@example.com a few weeks ago, but haven’t yet received a reply. Why hasn’t my request been processed?
A response is sent within five working days after we receive a message. If you have not received a response within the specified period, your message has not been delivered. Please re-send your message and reduce the size of attached documents, if necessary (total document size must not exceed 8 MB).