Completely unprofessional airline that only feeds stereotypes about Russians. Russians as a whole are exceptionally kind people, but members of S7 it's a 50 / 50. I have a medical service dog that I must have with me at all times, but because I'm not blind it does not apply to S7 when booking the ticket normally. Only code sharing with another One World member that you book the ticket through. Even then there are problems because many Russians still only view dogs as street animals or something cute to carry around in a purse. Total let down in terms of service and not in any way an international airline or a reflection of other One World alliance members. I have no idea how S7 is a part of the One World organization.
Last year June 25, 2014 I was supposed to fly to St Petersburg to attend a conference. I booked a ticket through CheapTickets.com and was supposed to use S7 Airlines. However, due to unforeseen circumstances I had to cancel my flight.
S7 staff could not have been more rude though when I requested that they reissue my ticket. They were also very unhelpful, continually referring me back to CheapTickets.com. I have had to abandon any hope of my ticket being reissued due to their unwillingness to interact in a cordial manner.
If you have a misfortune of leaving something on board of an S7 aircraft, like we did with our iPad last time we flew, you will never see it again.
On Saturday, September 13, we took S7 flight number 010 fr om Chelyabinsk to Moscow. It is not easy to fly alone with children, especially when one of them is a 9-month-old baby and the other one is an active 4-year-old. So sadly, but not all that surprisingly, in a hassle to get off the plane, we left my daughter's iPad in the magazine compartment of the seat in front of us.
I realised what had happened as soon as I picked up our luggage which was only about 15 minutes later. Of course, it was impossible to go back to the airplane so I ran to the Domodedovo Lost and Found. They told me that I had to wait for 2 hours to see whether someone would bring it in or not. I explained to the lady I was talking to that I had two little children and asked her to honestly tell me if there's any point in waiting and she assured me that the chances that our iPad would be brought in were 'very high'. We then decided to try our luck with the S7 rep in Domodedovo wh ere not-all-that-friendly of a lady told us that they had no way to contact the airplane crew or the cleaners that go on board after each flight (who were S7 employees as well!) and told me that she couldn't help me and I should go to the Lost and Found. My husband, who came to the airport to pick us up, said fine, let's wait and see what happens.
We gave them 2.5 hours, just to be sure. When I came to the Lost and Found again, I was told that nothing had been brought in from that airplane. Surprise surprise. Off we go back to the S7 rep not really hoping for anything but just wanting to see what they would do. In essence, the S7 rep told us, without a trace of compassion, "It's your problem. We can't help you" and suggested I go file a report at the local police department. Was I surprised? Not really. Actually, not at all. Granted, leaving a personal item behind was my fault but it would have been nice if the airline rep at least lifted a finger to try and help us. The loss of an old iPad did not break my heart. What did was my daughter's bitter tears when she realised that it was gone for good. She could not understand why 'that auntie or uncle would not give her toy back to her'.
This was not the first time I encountered S7's bad attitude towards its customers and its inexistent customer service. I still remember how one of their supervisors at check-in told me that if I don't pay for the extra 2 kilos of luggage, the plane may go down. I mean, seriously?! S7 must have their own laws of physics: paid luggage becomes weightless. How that guy ever became a supervisor is beyond me. Wait, it's S7 after all so I guess I should not have been surprised.
Another time they lost my suitcase and refused to deliver it to my address. At that time, my daughter was only 5 months old. They actually made me come back to the airport the next day from another town 80 miles away to pick up my luggage.
This is S7's way. And they claim to be an international airline with high western standards of service. What a joke.
So, when you fly S7, pray that nothing happens. Because if anything does, S7 sure won't be there to help you.