Air Astana
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"Overall good flight but services need improvement"
Flight Review: Air Astana KC161 – Business Class (Almaty to Phu Quoc, November 21, 2024) The Shanyrak Business Lounge at Almaty Airport offers a relaxing and well-appointed space. The food and beverage selection was excellent—diverse, fresh, and delicious. However, several areas could be improved to elevate the overall experience. First, boarding announcements were not made by lounge staff, which is inconvenient for premium passengers who expect personalized updates. While screens display flight info, a staff reminder would align better with international business class service standards. Additionally, the requirement to request drinks from the bartender, instead of having self-service options (especially for hot beverages), adds unnecessary friction. Allowing self-service would enhance efficiency and guest comfort. A more significant issue is the cumbersome lounge access procedure. Despite holding business class boarding passes from Astana to Phu Quoc, we had to visit a check-in desk in Almaty for a separate lounge invitation. This is an outdated and inconvenient process—particularly for transit passengers—and should be streamlined in line with global practices. Boarding logistics were also disappointing. There was no priority boarding for business class passengers. We were transported in a general shuttle, left waiting in the cold while other passengers boarded. For a premium fare, we expected more comfort and efficiency—especially on the ground. That said, the in-flight experience was exceptional. In-Flight Supervisor Zhansaya deserves special recognition for her outstanding hospitality. She offered personalized attention, described meals in detail, and even provided food after I woke up having missed a service. Her professionalism and warm demeanor truly elevated the journey. In summary, while the in-flight service met and exceeded expectations, ground services fell short of international business class standards. Improvements in lounge access, boarding procedures, and customer convenience would make a significant difference. We hope Air Astana will address these areas to offer a consistently premium experience from airport to arrival.
"Excellent support service"
Dear Air Astana Team, thank you for your outstanding support in resolving the issue with my damaged luggage. Your professionalism and efficiency truly made a difference. A special thanks to Assel for her kindness and dedication throughout the process. I sincerely appreciate the excellent service and will gladly fly with you again!
"Almaty Airport Business Class a dump"
The flight itself was very good, and the staff were helpful. However, the business lounge situation at Almaty was disappointing—there were no facilities for Air Astana customers. I had no local currency and didn’t feel comfortable using my credit card. It's unacceptable that Air Astana has no dedicated lounge at its main hub; it's about time this was addressed. Boarding at Almaty Airport was chaotic, with multiple flights boarding at once and no clear announcements. I showed my boarding pass to a staff member and was told to wait, but thankfully a helpful local informed me I was about to miss my flight. I ran to the gate and just managed to board. Almaty is by far the worst airport I’ve used in 30 years of travel. On a positive note, the hotel stopover went smoothly, and nearly all the local people I encountered were kind and helpful. Still, given the poor airport experience, I’m unsure if I would fly Air Astana again.
"Very good experience"
I flew out to Almaty to visit my daughter, with my outbound flight in economy class. Overall, I was very impressed. The flight was only half full, so I had three seats to myself, which was a nice bonus. The cabin crew was polite and professional, though not overly friendly. The aircraft was clean, and both departure and arrival were prompt. For my return journey from Almaty to London Heathrow, I flew in business class thanks to an upgrade from my insurer due to a knee injury I sustained while skiing. I was thoroughly impressed. I was prioritized for boarding, and the crew helped me get settled comfortably. The seat fully reclined, offering excellent comfort, and the food and drink options were great. The cabin crew was responsive and friendly throughout the flight. Upon landing, I had requested mobility assistance. Initially, one of the staff wasn’t sure they could assist, but a cabin crew member advocated for me, ensuring I received the necessary wheelchair assistance. Well done, Air Astana. I will definitely choose you again for future trips from Kazakhstan. Highly rated!
"Beware when your flight gets delayed!"
I had booked a flight from Tashkent (Uzbekistan) to Astana (Kazakhstan) with a connection in Almaty. Initially, I had over 2.5 hours of transit time, but the flight was rescheduled to an hour later, which still seemed manageable. However, upon arrival at the airport, I found out that there was yet another delay, meaning I could no longer make my connection. True to form, I received an SMS from the airline informing me that I was now scheduled to fly the next day, arriving around 10 a.m. I immediately contacted my hotel in Astana to cancel the booking, as paying AUD 100 for a few hours was not ideal. After this, I proceeded to check in, only to find out, completely unbeknownst to me, that I was actually re-scheduled to a flight departing two hours later and arriving in Astana late in the evening. At no point was I informed of this change, and the lack of communication added to the frustration. I proceeded to the counter at Almaty airport to receive the promised hotel voucher, but I was told I had made an error. This led to a frantic series of calls using a Kazakh SIM card I had to quickly purchase. I messaged the hotel to re-book my room, only to find out it was fully booked. Fortunately, after more frantic calls, I managed to get my room back. This experience was more like a bad movie than a smooth travel experience. The moral of the story: ignore SMS messages, don't trust ground staff, and always double-check your paperwork.
"Air Astana is a good airline"
Air Astana is a reliable airline that delivers excellent quality control, service, and efficiency. Overall, it's great value for money. I will definitely fly with them again and highly recommend their services.
"Good Service of Air Astana Lead Lady on 16th February 2024 at Almaty."
I truly appreciate the professionalism and composure shown by Ms. Elmira during a difficult situation on February 16, 2024. Despite the unprecedented flight delay, she handled the situation with confidence, maintaining politeness even when passengers expressed their frustrations. She took responsibility for rescheduling our onward connecting flights, ensuring many of us were taken care of. Even when the rescheduled confirmation wasn’t received by the time we departed from Almaty to Delhi, Ms. Elmira took the initiative to collect our email contacts and assured us she would send the confirmed bookings as soon as they were available. True to her word, she promptly sent the rescheduled confirmed tickets. Ms. Elmira is undoubtedly a great asset to Air Astana. Thank you once again for your exceptional service!
"Overall a good airline (so far)"
My check-in at the business class desk was delayed due to a couple facing documentation issues, which required the full attention of the check-in staff. Even though they were moved to the side while I checked in, there were multiple interruptions as they sought additional details, which was a bit frustrating at the start. I was also surprised to discover that there was no lounge access for business class passengers. Boarding priority was given to economy class passengers, which is generally acceptable on narrow-body aircraft to expedite the process, but it felt unusual in this case. The cabin crew were friendly, though not overly so. However, I had a great conversation with a male crew member, Yedil, later in the flight, and he was very helpful. The seat, with a 37-inch pitch, was reasonably comfortable, but the fold-out table was a bit awkward for someone of my size. The food on the Delhi-Almaty sector was decent – nothing extraordinary, but tasty. Arrival in Almaty was a bit chaotic. There was no separate bus for business class passengers, and once inside the terminal, there was confusion regarding where transit passengers should go. Eventually, we were herded onto another bus to be taken a short distance to another part of the terminal for the flight to Bishkek. At the Almaty departure lounge, there is a business class lounge, but I was surprised to be charged £2.50 for a Coca-Cola – there didn’t seem to be a complimentary drink service for business class passengers. The flight to Bishkek was fine, although the cabin crew were not particularly enthusiastic (understandably, given it's a short 45-minute flight, but a smile would have been nice). One frustration was the overhead bins, which were full of blankets and other airline supplies, leaving little room for carry-on bags. I refused to put my bag anywhere other than above my seat, which might have contributed to the lack of smiles from the crew. I would like to thank the ground crew in Almaty for returning a package I had accidentally left in the lounge – an expensive gift for my wife. Their honesty was more valuable to me than any service or smile. Overall, the flight was pleasant. While I am a Platinum member of Qatar Airways and there's no comparison in terms of service between the two airlines, I will be flying the same route again in July for a round trip. Overall, I am satisfied with this airline and look forward to my next journey with them."
"Good but beware of delays"
Air Astana offers clean aircraft and generally good service onboard. The cabin environment is well-maintained, and the crew is professional and courteous. However, one consistent drawback is the frequency of delays and cancellations, which can be frustrating and disruptive to travel plans. While the in-flight experience is reliable, the airline could greatly benefit from improving its scheduling and operational punctuality. Overall, it's a solid airline in terms of cleanliness and service, but travelers should be prepared for potential schedule disruptions.
"Surprisingly pleasantly flight!"
We weren’t sure what to expect flying Air Astana for the first time, especially after reading many mixed reviews. In the end, our experience was very positive. We flew on a new Airbus A321-LR, which was very clean. Check-in and boarding were efficient, and the flight departed on time. While the flight attendants weren’t particularly warm, they were professional and efficient. The in-flight meal was decent.
Air Astana
Air Astana (Kazakh: Эйр Астана) is the flag carrier of Kazakhstan, headquartered in Almaty. The airline was established as a joint venture between the Kazakhstan sovereign wealth fund Samruk Kazyna (51%) and BAE Systems (49%), beginning operations on 15 May 2002. In February 2024, Air Astana became a dual-listed company on both the Kazakhstan Stock Exchange and the London Stock Exchange. It is currently the largest airline in Central Asia and the Caucasus, commanding 69% of the domestic and 40% of intra-regional air travel market share from Kazakhstan.
Address
4A Zakarpatskaya street, Almaty 050039, Kazakhstan
Website
https://airastana.com/
Email
[email protected]
Telephone
+7 (727) 258 41 35/36