Dear sir or madam, I purchased flight tickets for my parents from Aeroflot website. Tickets were all issued directly through Aeroflot (see attached documents). When my parents flew from Shanghai to Moscow on 17th Sep, the plane arrived at Moscow airport at 18:13 which is more than an hour delayed. So they couldn't make the scheduled transfer flight to Zurich. The transfer counter just changed their tickets to Zurich to 18th Sep at 10 o'clock. It means they need to stay in the airport for 16 hours. When I heard the news I contacted Aeroflot airline right away, after I explained they told me Aeroflot will in charge of the hotel and food since the stay will be more than 6 hours in the airport. They told me to send my parents to Aeroflot representative at terminal D floor 3. So my parents went there. Unfortunately after trying really hard to communicate with the workers there, they refused to help and find a solution. They only said it was the fault of China Eastern. We have to deal with them. So my parents went to China Eastern counter, they said the tickets are not issued by them so they can only can offer them to stay in the VIP room. Since there is no other place to go my parents have to stay there almost 16 hours. I find it's extremely unfair and horrible that how your representative handled the situation. We bought tickets through Aeroflot not through China Eastern. And I was told from Aeroflot clearly that since I have all tickets issued by aeroflot sou Aeroflot will in charge of the hotel room and food in this situation. So I'm very disappointed to the service how Aeroflot behaved in the end. I required the name of the worker who has refused to help my parents. Her name is Dao Thi Hong Nhung( see attached picture). With the last hope and trust of Aeroflot, I'm sending you this email to tell you the whole story . I really hope I will get a fair respond and an explanation. Thank you for your time and looking forward to your reply. Best regards Florian Dornbierer