Customer requests

Contact Information PJSC Aeroflot - Russian Airlines
10 Arbat St., Moscow, Russia, 119002 

+7 (495) 223-55-55


+7 (495) 753-81-63


Free calls from all over the world


Booking tickets
Flight information
Information about passenger and baggage transportation rules
Other information

in Moscow:

In Russia:
(Russia toll free number)



Booking tickets

Flight schedules

Flight updates

Flight information

Hours of service: round the clock

Booking flights online


Сonfirmation of payments for flights booked online


# 19, Eniseiskaya street, 129327 Moscow

Hours of service:
mo-sa: 9:00 — 20:30 (Moscow time)
su: 9:00 — 16:00 (Moscow time)

Aeroflot Bonus programme


Contact Us

Aeroflot Bonus

# 10 Arbat street, 119002 Moscow

Aeroflot Bonus

Hours of service:
9:00 — 20:30 (Moscow time)

Services for disabled passengers in Sheremetyevo airport

+7 (903) 256-3578


Hours of service:
24 hours

Baggage lost & found



Hours of service:
9:00 — 20:00 (Moscow time)

Flight confirmation

At Aeroflot sales offices/representative offices

Paid service - 500 rubles

Testimonial, suggestion, claim

You can send a message using


Send us a message and after its comprehensive examination we’ll be able to offer you a detailed accurate answer.

Material claims related to delayed flights, excess luggage, delayed delivery, damage to or loss of luggage, cargo transportation



POB 26, Sheremetyevo F, 141425, Khimki district, Moscow region

Ground Handling Department 

Hours of service:
mo-thu: 9:00 — 18:00 (Moscow time)
fri: 9:00 — 15:30 (Moscow time)

Material claims should be submitted along with documents proving the right to reimbursement or compensation (air ticket, excess luggage ticket, duties receipt, luggage tag, property irregularity report etc.)

Attention! The deadline for filing a claim is limited in accordance with the terms of the air carriage agreement. Read more

Material claims related to cancelled flights, services provided onboard, at the departure/arrival airport, and at Aeroflot offices and branches

You can send a message using Feedback

10, Arbat street, 119002, Moscow 

Claims Department

Please note that material claims should be submitted along with documents proving the right for reimbursement or compensation (air ticket, boarding pass, duties receipt, property irregularity report, notarized certificate for representation of passenger’s interests,  etc.) 

Information on correspondence received by PJSC Aeroflot

+7 (499) 500 63 21

fax +7(499)500-6867

Mailing address

1119002, Moscow,
10 Arbat str. 10

Please note that the listed phone numbers may be used only for information about written requests to PJSC Aeroflot Director General from other companies or individuals. Information on bookings, sales, ticketing, passengers transportation rules, baggage and cargo:

+7(495) 223-5555


Information for passengers travelling to/from USA

For information regarding the use of insecticides in treating aircraft cabins, please visit the DOT website.

U.S. Department of Transportation,
Consumer Protection Division


U.S. Department of Transportation
1200 New Jersey Ave, SE
Washington, DC 20590

Aeroflot's head office in New York, NY
To make a claim or complaint to Aeroflot, please send it to the specified address or call and leave a message with your complaint and we will investigate the matter and get back to you.

+1 212 944 2300

PJSC "Aeroflot - Russian Airlines" Customer Service
358 Fifth Avenue, Suite 1103
New York, NY 10001