Air Astana Avis 

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!

Ottima compagnia aerea con aeromobili nuovi e una flotta giovane. Personale gentile e cordiale. Ho volato con loro diverse volte per lavoro ed il servizio è sempre molto buono, migliorerei il cibo a bordo con dei pasti di qualità migliore. Ho avuto a che fare con l'assistenza online del loro frequent flyer program e sono davvero gentili e veloci.
Unico aspetto che non apprezzo è il limite di 20kg per il bagaglio, moltissime compagnie aeree hanno un tetto massimo di 23kg e questo è un problema per chi ha delle coincidenze o scali con voli tra diverse compagnie. Abbastanza caro il costo per i kilogrammi di bagaglio extra.
Comunque resta una buona compagnia.

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