Air Astana Reviews 

As a regular traveler please read my honest review.

Flew from London to Aktau with 3 children in my own. Great customer service and the service at economy class was excellent. My children and I well travelled and we did not experienced in the past great airline as air Astana.
Great airline. Free food. Free headsets etc activities for the children. Pillow and blanket provided. Trust me better than easy jet, TUI, Ryanair, British airways. Thank you ever so much 🥰.

This is a terrible airline. I couldn't give 0 because it certainly does not deserve even a 1 star. I travelled a return flight on 09/02/2024 and back on 29/02/24.
To name a few:
Aircrafts are very old so not comfortable at all.
Airline and ground staff are rude, unhelpful and unprofessional.
Most of the Airline staff don't speak/understand English so use gestures to communicate which come across as rude.
Service is so poor. You ask for vegetarian meal and you will get fish or probably something else except a veg meal.
I asked for green tea and the air stewardess said that she needed to check what that is?
I asked the air stewardess to help me put my cabin bag in the overhead cabin because of my disability and she aggressively told me to ask a man/fellow passenger.
I never got the requested wheelchair either way instead of being apologetic they refused to help me with my cabin bag to board the plane temporary stairs in a -12 temperature.
The best part was when they couldn't understand what a finger plaster is (I asked for one as 2 of fingers were grazed during these activities). After a giggle between the air hostesses, supervisor was called. She came with just 1 plaster and told me that's what she could find!!
I was so blessed to come out alive in one piece. Please don't chance it.

Very bad service two people together with different seat, that’s crazy twice in a row which was unprofessional service. This bad experience with this flight from Almaty to Aktau not sure I can use such service for international flights service

On the 31 of December 2023 our flight was delayed for hours without any apologies or no about what the problem was air Astana flight isn’t as good as seen well the truth remains the same poor customer service and unprofessional service by the staff

I recently flew with this company on a short 3-hour flight. It was my first time flying with them, and I must say I was positively impressed with their services. I was expecting just another regular budget-friendly airline experience, but they are not that kind of company.
First, the planes are obviously new and well-maintained. Every seat has a monitor and plenty of movies to watch. Once you find your seat, you will have a bag with complimentary gifts meticulously chosen to make your trip more comfortable. This shows their dedication to customer satisfaction.
The personnel are extremely friendly and polite. It is obvious that the training they had was of the highest quality.
It's too bad they don’t have many connections yet, but with this kind of approach, I am sure the future for this airline is promising.

I flew from Tbilisi to Phuket with a change in Almaty. Excellent service, good food, comfortable lounge, friendly flight attendants.

Air Astana cancelled 2 flights in the same day from Aktobe to Almaty. Both reasons technical difficulty. Weather was perfect. It was an obvious lie as they were just trying to fill the flight. This caused us to miss our flight to Egypt the next day. They are known to cancel flights as they please. We checked in our luggage and waited for the gate to open. When it was time for us to board without any explanation we were just directed downstairs to claim our baggage? I've never encountered such unprofessional behavior from any airline after traveling to more than 20 countries. You don't just cancel a flight because it isn't full. I've been on flights with only 4 people before. This airline needs to be regulated and i will file as many complaints as possible.

I booked a flight from Delhi to Bishkek return as on paper it’s the quickest way to get to Kyrgyzstan via Almaty from Delhi. They changed my flights twice from Delhi to Bishkek. Instead of 1.5 hour layover in Almaty, the layover is now 24 hours. Never mind. I accepted it.

10 days later, on the way back from Bishkek to Delhi via Almaty, after checking in and waiting for flight to depart at waiting area, we were told flight was delayed by 1 hour. When 1 hour was up, it said 2. Then 3 and 4 and 5 hours! Finally after waiting an additional 5 hours, it said flight cancelled! It was then 1am. The next flight that can take us to Delhi will be in 2 days! We were shocked. Nobody gave us any more information as to what happened. There was only 1 man giving random information if asked. He said can’t provide hotel. Can’t provide food. Not sure about next flight. He said try coming back in morning and he will TRY to get us to Almaty first but definitely the next flight from Almaty to Delhi will be in 2 days earliest. Then he disappeared. No representation from air Astana.

We were wandering from floor to floor at airport trying to look for help from Air Astana. Nothing. Then 2 hours later there were random whispers there maybe accommodation for 15 female if we head outside the airport. Note :this was just rumours (still no air Astana ppl around). So we did. A van outside then took us to a hostel and put 8 strangers in 1 room! And the rest in other rooms. OMG that was shocking. There was no food or water provided. We were beyond exhaustion so did not argue. A few hours later we were transported to airport. No head count. Nothing. The van just came and whoever wanted to board can board.

At the Bishkek airport, some were given flights only to Almaty and not to Delhi. I was fortunate to get all the way to Delhi via layover in Almaty for 24 hours .

In Almaty airport, we tried to explain to air Astana that we were stranded and need accommodation for the night until next flight to Delhi. She said sorry no, hotels are fully booked. She didn’t even check. I argued saying this is our right. You delayed our flight for more than 2 days after checking in at airport and she need to provide accommodation and food. If hotel is full then compensate us so that we could get our own hotel. Finally after arguments, she relented. She gave us food vouchers but still no accommodation.

Another staff was kinder, she came quietly and said I could go out and get my accommodation and then claim for it. So I did just that. The others did not do so because they were students and did not have the money to pay the hotel upfront. They slept on the floor of airport.

I will escalate this issue all the way up to the board of directors, social media, media and make my absolute best that the world knows about this lack of responsibility for their passengers. This constitute breaching of consumer rights big time.

They have stolen my money after cancelling my flights 7 months ago and promising a full refund. Now they aren't even answering emails about the refund. They seem to think my money is their money.

For foreign passengers buying Air Astana's tickets through travel websites such as Expedia or Priceline, beware of this Airline's deceitful tactics in getting people to buy their low priced tickets, only to find out, in small letters, the 'Economy Class with one piece of checked luggage included' they purchased actually means only 1 kilo of checked luggage, less than the weight of an empty suitcase! On their website, there's no mention of a 1 kilo baggage policy...
baggage allowance for Economy class is stated as 20 kilos.
We flew from Moscow to Shymkent and even though our confirmation page clearly stated we are economy passengers with 1 piece of luggage included, we were forced to pay for excess luggage because their system showed we are not allowed checked luggage. We complained to the supervisor in charge of Air Astana check in desk at Moscow SVO airport but she was extremely rude and unhelpful. She was basically saying 'I don't care what your Confirmation Page says. We go by our system so either pay or don't fly!' We have since complained to Air Astana and asked for a refund, but no reply yet. Beware!

I love this airline. They offer great fares between Asia and Europe. Their business class is really good - comfortable, sleek planes, friendly crews, good IFE and decent food/wines. I enjoy stop-overs in Almaty or Astana too. Astana airport is especially fabulous - quick, new, great lounge and shopping.

Highly recommend them!

We had a bad check in experience in Istanbul. I am a nomad club member and did my check in prior to my Istanbul Almaty flight on the 4 th of November. A Kazak family of god knows how many started a fight with the online check in counter. The que didn’t run for almost an hour. IThe air Astana manager in Istanbul Ataturk airport saw the situation and upgraded us to business class. One of the best flights I had in my life. Thank you so much for turning a bad experience into a great one.

TERRIBLE EXPERIENCE AND TERRIBLE SERVICE !!! Its overpriced flights, for a direct 6H flight from Hong Kong to Almaty i paid 1700USD! For this price during the flight we didnt have TV, worked only 1 toilet, can you imagine the toilet condition, it was disgusting! Food was terrible and stewardess completely ignored when i asked for water at list 5 times. It wasn't the end, my nightmare starts on the flight back. I was flying back from Almaty to Hong Kong with stop at Beijing. I have Nomad Club and fly with AirAstatana more than 11 years, as I'm from Almaty Kazakhstan (KZ) but live in Hong Kong (HK) and no other airlines fly to KZ, means I dont have another choice if I need to see my family. When I was doing check-in at Almaty airport at AirAstana counter, as i have Nomad Club and its automatically set request window seat when i buy an online ticket, a representative from AirAstana said, they don't know why it doesn't work and they don't have time to check what is the problem. They gave me only one boarding pass, however, did check in to my baggage directly to HK. AirAstana representative said i don't need a Cina visa as only 2H transit and boarding pass they will give me at Beijing transit, as it was 5 AM flight transit counter WAS CLOSED! i couldn't go through immigration as I don't have Chinese visa... I almost missed my flight, luckily because i been crying for 2H at immigration desk, the lady at immigration helped me and wrote on a piece of paper my boarding pass, to let me go through immigration so i can go to different Terminal where was my flight to HK. That's not the end, i arrived to HK my baggage was lost! I emailed and called to Airsatana the same date when I arrived in HK, they promised to find my baggage as soon as possible and study my case with their terrible service, its been one week since AirAstanas baggage department finally contacted me, ONE WEEK! Plus my suitcases arrived broken! And forgot to mention on my flight back, the same story no TV, food terrible, luckily the toilet worked this time. I'm from Kazakhstan and I always recommended AirAstana to all my friend, colleagues and people which ask about the AirAstana.

Several months after booking flights, I noticed I had made a small spelling error on one of the passenger's ticket. I emailed Air Astana, and they responded very quickly. The issue was taken care of, and Dilara was particularly wonderful - professional, precise, and very timely. The only other airline I've ever experienced such fantastic customer service was Emirates. Thank you, Dilara!

I have flown many times (around 80 flights) with Air Astana for the last 10 years. They have always been good and loyal to their customers. In generally I fly from Amsterdam to Atyrau, Kz and Istanbul to Atyrau with a lot of internal Kazakhstan flights to boot. Food is usually excellent with a choice to 2 hot meals provided by attentive flight attendants.

Online tickets purchases are simple, T&C's are very favorable and online check-in works very well. Customer service centers are usually very good with well trained staff with a no problem attitude. I find a call to their Almaty customer service center to change tickets, etc much more efficient than calling a UK center i.e. Typically, a few minutes to sort an issue out and they answer the phone promptly!

In general an all round airline who improve every year I fly with them, I can highly recommend them for your travel to Kazakhstan, they also fly from Heathrow to Astana, Kazakhstan's capital.

first thing i noticed was that the flight price was pretty much the same on the official air astana website as on flight comparison websites - which is usually not the case with airlines playing ridiculous price games, and i was impressed by the transparency. next, when purchasing the ticket, i noticed there was an especially kind refund policy, in which you pay 40 USD per flight as a refund fee if you want to cancel, and you can cancel anytime. i also read elsewhere on a document from air astana you can even get a refund or exchange the ticket if you miss the flight !

onto the experience. the airline staff weren't petty or uptight thankfully, and didn't complain when i changed seats and laid across them for a full five hours sleep - i don't remember ever having slept that long on an airplane. unfortunately the connection flight couldn't leave because the weather outside was so windy and snowy. so i spent a night in astana, kazakhstan, in a free and clean hotel with a bus stop right outside of it that very regularly goes directly to the airport for just £0.20 - the bus arrived at the same time as i arrived at the bus stop. i then caught a flight to paris the next day on a very modern plane, and then another flight to london, and from there on to air france, which was arranged without cost by air astana.

the staff generally spoke very good english in astana, to my surprise, and the official air astana office is actually within the small airport - so there's always someone available for help.

now onto the problems. when the flight was cancelled due to bad weather, in astana, there was very little information going around as to what would happen next. a simple series of messages to all the contact details the passengers had supplied would really have put me at ease, as i was quite stressed at the time, feeling as if i had no plan and no certainty of what would happen next. but things did turn out completely fine, to my reassuring surprise. the other problem was when i caught the flight from paris to london, my baggage had not been put on the same flight ! though to be fair, this may not have been air astana's fault, as the baggage label definitely listed both paris and london airports. nonetheless the bag was put on an air france flight the next morning and delivered to where i live, surprisingly quickly in about 2 days. i also had a tracking code that i could use to check where the bag was at any time.

so overall it definitely wasn't problem free, but everything did work out 100% OK ! i would fly air astana again