Poor service. Waste of time and money. I booked 2 tickets in February and March. The company canceled the flights and sent emails automatically. No clear information or explanation. I tried many times to contact the call-center of the air company to get more information about the flight and discuss the schedule, but no answer. I sent an email immediately but replied after 2 months without detailed information. I have been waiting for a refund for 3 months. This is my first time to face such as poor service and no respect for customers.

I chose AirAstana to fly to Georgia. Yet when I tried to attain my boarding pass, I was told my Oman e-visa cannot be used as only visa, not e-visa, is acceptable. So the flight service officer took my passport and went through all my visa to see if any visa is acceptable as equivalent to enter Georgia. I have an Israel visa which is valid until 2025 for multiple entries. But this flight service officer is so unprofessional and did not tell me that one could work. I said I used all my visas as I did not know multiple entry Israel visa can still be acceptable to enter Georgia even though it was used once. And the service officer did not tell me that either. It is his job to know this knowledge and he did not. So I have to leave the airport. After I was on taxi on high way, I searched online and found out that multiple visa for Israel still can be used for Georgia entrance. So I exited high way and turn around and it is already passed 3:10. This particular service officer is so unprofessional and ruined my holiday. And his solution is to ask me to buy another ticket on my own!

Recently,i joined a tour to Turkey on 1Dec till 10 Dec 2017. We transit at Almaty. When arrived Istanbul, one of our tour member and I didn’t get our baggage.We fi a report and was told by the person in charge at Celebi Ground Handling / Baggage Services that we will get our baggage back when we check in to hotel later. However, we only receive our baggage at the end of our tour which was on the 8th December although the baggage was found beforehand. I was upset with the inefficiency and irresponsible of Air Astana. This had brought a lot of inconveniences to me. I was forced to borrow a lot of needs from other tour member such as facial care products, international charger, lotion, lip balm, bio oil and so on. Besides that, I was also forced to repeat wearing my clothes again and again. This was such a mental torture to me. We were told that we might be able to claim but unsure the amount. The information given was very ambiguous and we dare not buy clothes and other necessities. Furthermore, my facial items cost me more than RM1000 in total. How should I buy when I wasn’t assured that I can claim? I only bought clothes at Kipa, a local shopping centre which was located at walking distance from our hotel on 6th December 2017, when I still didn’t receive my baggage. I was really puzzled and disappointed with the Air Astana and would like to request for compensation on this. I sent a few complaint to Air Astana but didnt receive reply from Air Astana for my last email dated 11 Dec 2017. If my complaint will not be published here, shall i complain thru social media or the press??

I flew this airline from Kuala Lumpur to Almaty and Tashkent, and can see why it regularly wins the Skytrax award for Best Airline in Central Asia and India. I was pleasantly surprised with the food and beverage, cabin interior (the 767 from KUL to ALA was refurbished to look like a 787) and in-flight entertainment. The only disappointments were a late departure in KUL and having to use a bus to board the ALA-TAS flight, despite there being only 3 international flights on the departures board.

Unprofessional they do not honor rules of other airlines that flew me in. I get 2 x 32 kg bags and they decided they want to take money and said u should have read our rules. They charged me 300$ for excess 22 kg's! I would buy a full bag of 32 kg for 75$ from USA!!! And nit just that they said this money is only to Amsterdam and made my bags need checked out and back in again in Amsterdam ( jeopardizing my flight to USA). They say You Are in AirAstana only our rules apply!!! Will try my utmost to avoid this airline.

I have taken the flights with Air Astana just recently between Beijing, Astana, Ust-Kamenogorsk, Almaty and back to Beijing and was pleasantly surprised how well, professionally and smooth everything was organized.

Today my 22 weeks of pregnant wife couldn't fly to Bangkok via an Almaty transfer because of a series of inexplicable services at Astana Airport. Officers wanted to see the official medical documentation for pregnancy which had to prove my wife could fly on the date indicated in her ticket and confirming the pregnancy period. We showed the approval document from hospital exactly showing what they asked for. But Air Astana asked for another document in addition. We showed the Air Astana English website that our document had what website wanted us to prove, then they had internal phone calls which took more than 30 minutes, we waited all this time. Finally they didn't let us to board. We lost our ticket although we presented the necessary information and we showed up on time. We explained that we followed the instructions obviously written Air Astana website in English to two duty officers and many other officers, but they couldn't explain what they had to see in the other additional document they asked for. My wife flied with Air Arabia from Astana to Sharjah with same way of paperwork 2 weeks ago. Air Astana's consecutive failures went on and we lost vacation bookings in Bangkok.

One of the best airlines that I've ever used

Flight numbers and destination KC345 TSE-UKK KC346 UKK-TSE I take this flight roughly every three months, Astana to Ust-Kamenogorsk and return. Generally the aircraft type is an Embraer 190, although I have flown on A320s occasionally due to an inability to fly because of extreme weather conditions at Ust-Kamenogorsk in December - January (-45C temperatures) and limited horizontal ground level visibility. This causes a back-up of passengers at Astana and a larger aircraft is used to clear the backlog. Very high level of skill landing in this extreme weather at Ust-Kamenogorsk, very impressive and smooth. Technically, I cannot fault all flights I have taken with Air Astana, but there are some strange laws regarding online check-in. People over the age of 60 are not allowed to check in online, because of the and I quote, "the high incidence of fraud amongst over 60 year olds ..." The only other complaint I have is that you should not count on receiving the seat that you selected at booking. This is not even indicative of where you will be seated even if you are a frequent flyer member. The only sure fire way I have found to receive a reasonable seat allocated is to have either a native Kazakh or Russian speaking national to accompany you at the check-in counter and they will argue the toss with the check-in bureaucrat. So for the above two reasons (lack of on-line check-in and bizarre seat allocation system) I will rate the trip satisfaction overall as 5-Fair.