Hello, My aunt went to the Aeroflot Sales Office in Berlin to cancel her ticket, and she was anxious at first. The staff welcomed her warmly and patiently walked her through the cancellation policy. They explained about fees, refund timelines, and the 24‑hour full‑refund rule clearly. She didn’t have to wait long and left feeling reassured. In my words, the service was respectful, transparent, and made the whole process much less stressful. It turned a stressful task into a smooth experience.