My recent encounter with aeroflot has been pathetic. I had a flight on 14th April 2018 to Madrid via Moscow . On reaching Madrid, one of my baggage which had all essentials didnt reach on time. The ground staff (most casual) told me that bags in moscow and will be delivered tomorrow around 11-12pm. Another bag which i received had broken lock. I had to come to airport same night to get my bags as it had all my clothes and other essentials. Whole 1st day of my vacation was spoiled and on asking for claim and reimbursement of taxi and inconvenience caused, they didn't bother to reply or entertain. On my arrival back to India on 29th April, yet again my both bags and my friends bag who were travelling with me were left in moscow. On questioning the staff, they were super casual and said these things happens. Instead of being apologetic, they seems very cool about it. I assume this is aeroflot regular issues of misplacing the bags. The employee named Nitin who was there in night shift assured that bags will reach at our home by 10-11am. On calling them next morning, they said to call courier guy and confirm yourself. I received my bags at 2:45pm and again with broken handle this time. On checking with process of complaint and claim, they have no such service meaning they have zero customer service and super casual about passengers travelling. Worst experience and worst airlines with rude staff. I had no assurance whether i will get my claim of taxi i had spent from apartment in madrid to airport which was approx 32 euros as i believe aeroflot doesnt believe in GOOD customer experience. I hope this complaint reaches the right place .