10 January 2013

Aeroflot, with orders for 22 A350 XWBs, is raising customer satisfaction

Aeroflot has the objective to be among the top 5 European carriers and the top 20 global carriers by 2025.

They have maintained leading positions in the services they provide; the latest IATA [International Air Transport Association] ratings put Aeroflot in first place for business class in Europe, and in second place in economy class. In the SkyTeam alliance Russian airline was first in economy class and kept their place in business class, and, for the first time ever, they were in first place for on-ground service too.

Aeroflot has evaluated their loyalty index. They were the first civil aviation company to do so in 2010. The passenger loyalty index, known as the NPS, showed that Aeroflot has had an increase of 8 percent. This is a substantial increase because every one percent in growth represents an added $15 million to the company’s revenue.

On a second run on 2011, around ten thousand passengers were asked if they would recommend Aeroflot to relatives and friends, and 52% said they would –double the number that would do the same for Lufthansa, British Airways or Air France.

Vitaly Saveliev Aeroflot CEO has also arranged for his flight attendants to be trained by Mil-Com Aerospace Training Center in Singapore, to the standards of Singapore Airlines, universally accepted to be the benchmark for customer service in the consumer aviation industry.

“The planes we buy are not cheap, and Aeroflot therefore cannot be a cheap airline. Aeroflot will stay in the premium segment niche.” said Mr. Saveliev Aeroflot CEO.  

Aeroflot operates one of Europe’s youngest air fleet that consists of 120 aircraft. Aeroflot is located in Sheremetyevo International Airport, Moscow

Currently Aeroflot is the airline with more A350-800 in the orderbook (with US Airways); they have orders for 18 A350-800 and 4 A350-900 (that could be update during 2013) and another 22 Boeing 787-8 plus 16 777-300ER

Aeroflot has also maintained high catering standards and, according to the results for Dec/2010, they were 3rd in the world for the quality of food they provide.

Aeroflot has set for 2nd year a new record in passenger traffic, with more than 15 million passengers for the year.

The seat occupancy rate was up by almost 3% percent over the first three quarters of 2012 compared to the same period last year. In 2012 they had a seat occupancy rate of 79%. A one-percent increase in seat occupancy boosts their revenue by around 2 billion rubles.

Next step for Aeroflot is to establish in 2013 a national low-cost airline. Russia has to modify the Air Code in coming months to allow them to hire non-resident pilots.


  1. Excellent coverage. Thank you for mentioning Mil-Com Aerospace's new cabin crew training program. Since you already mentioned us, do you think you can also make a link to our cabin training page? (www.milcomhq.com/training/cabin/) It would be great for your readers who want to find out more about it.

  2. Done. If you have any news or course for the A350 XWB, do not hesitate to email me and I will share in the blog.