Azerbaijan Airlines Reviews 25

As a frequent traveler, this has to be one of the worst Airline ever travelled with from London via Baku.
The crew was disgusting with zero hygiene manners.
Ebru staff from Baku flight bullied passengers spoke in her language about passengers thinking they do not understand when cursing them. Took food tray from the passenger next to me while they where still eating and then with the same gloves she was picking up the trays and rubbish she put the burger back on the table without the tray. If i was offered a free ticket I will refuse to fly with this airline.

Pay extra with a better airline! Avoid!

One of the worst airline experiences I’ve had.
My journey with Azerbaijan Airlines from London Gatwick to Islamabad via Baku was affected by multiple delays, starting in the UK and then significantly worsening in Baku. Throughout this, there was virtually no clear communication, leaving passengers waiting for hours without proper updates.
What makes this experience unacceptable is the complete lack of customer support after the flight. There is effectively no functioning call centre, and the WhatsApp “support” channel is nothing more than scripted, automated responses with no ownership or accountability.
Even after the airline confirmed compensation in writing, payment has been repeatedly delayed with vague explanations and no meaningful progress.
This level of service is appalling for an international airline. I would strongly advise others to avoid Azerbaijan Airlines.

I had a smooth flight on 17.01. from Delhi to Vienna and was amazed about their kindness. The only disagreement was the poor seat quality and space, but for the cheap fare it's okay. They could improve the food quality for the Vegetarians, by serving INDIAN food.

Our first flight was delayed because pf a drunk guy from the previous flight.

To cover up for that the airlines opened a special gate for people running late for their connecting flights to check in right there. Overall, we spent 10-15 minutes in the airport.

And the food was great!

Worse airline coz they can cancel anytime & they won’t even refund no customer service number, email not get answered,
Going around the loops again & again.
Avoid at any cost.

Even Ryanair has a 24 hour grace period. But not full economy azerbaijan air. Truly disgusting. Should've paid a few more dollars for Turkish airline, better flight and would have been able to change in 24 hours.

We flew from London to Moscow and back through Baku. To be honest online experience was poor. Their site was frozen most of the time and I could not even check in for any of their flights online. However, all flights were on time, even short connections were working well, the planes were decent. The food was the best I have ever had in any airline (and I travelled with some good ones including Singapore airlines), the customer service on the planes was good. Their online presence do let them down though. And it was hot - both on the planes and in Baku airport - prepare to wear layers.

I had a fly from Baku to Minsk , 16 September J26740 ,that was horrible fly , I have never met such rude flight attendants, Irina and Olgawere so rude and yelled at passengers… I fly very often, but this is the first time this has happened to me, I have never seen such rude behavior, it all happened because of the luggage that they did not allow passengers to put on top, but put everything under their feet, although there was a lot of free space on the shelves… After which they argued with many passengers and were very rude, people like that need to be fired!!!

One of the most disappointing airline experiences we’ve had.

My parents (76 and 74 years old) were denied boarding on their confirmed Tel Aviv–Baku flight on 23/11/25 due to overbooking, despite arriving early and following all airport procedures.
They were initially told a false explanation before the supervisor admitted the real reason.

They had to wait nearly 10 hours and arrived at 03:00 AM.
Only one McDonald’s voucher was offered as compensation.

Paid kosher meals were not fully provided.
For their return flight, the same system check-in error made online check-in impossible again.
We recorded the whole check-in process on video as evidence.

This is not the level of service expected from an international airline.
AZAL needs to address these issues urgently.

I have been using AZAL regularly for years, but the level of customer service I have experienced recently has been extremely disappointing and unprofessional.

1. Ticket Change Issue (Current Case)

I bought an Economy Plus ticket, which clearly allows date changes without penalty, only paying the fare difference.
However:
• AZAL first gave me false information, claiming there was no flight on the date I requested (there was — on their own website).
• Then they asked me to pay almost the full price of a new ticket, which completely violates the Economy Plus rules.
• Their replies were dry, unclear, lacking any explanation, and often sent at 5 a.m., after which they closed the case if I replied later.
• They ignored my messages for days, and because of their delay, the ticket price increased — meaning I lost money because of AZAL’s slow response.

No transparency. No explanation. No professionalism.

2. April Flight Incident – Completely Ignored for Months

In April, during flight J2-100 (London–Baku), I experienced extremely rude treatment from the chief attendant (Anastasia).
I raised a calm, polite concern about my seat being physically taken up by the passenger next to me.
Her response was:
“Either fly with us or get off.”
No greeting, no respect, no attempt to resolve the issue — despite empty seats being available.

I submitted an official complaint.
AZAL responded days later, tried to twist the situation, and when I clarified the facts, they simply ignored me for over 7 months.

⸻

Overall Experience
• Dry, unhelpful responses
• Long delays
• Cases closed unfairly
• Incorrect information
• Unexplained price calculations
• Ignoring complaints for months
• Lack of customer respect
• Unwillingness to take responsibility

I expected much more from the national airline.
Sadly, this service is far below international standards.

Very unfortunate journey I was exited to travel to Baku very unfriendly cabin crew and specially very rude ground staff specially immigration staff behaviour like dealing with prisoners I ll never recommend to any of my friend or family members they do not welcome tourists

Going against the grain of most of the reviews I have a positive experience.

We flew from Baku to Gatwick in early October and were delighted from start to finish. Our flight left on time and we had gantries at both ends (I hate being bussed to/from the terminal). We pre booked seats (not hugely expensive) and although it was a big aircraft, the 2-3-2 configuration meant that we had lots of room even in economy. The seats were comfy too and reasonably clean. In a 5 1/2 hour flight we had 2 meals - an extensive hot breakfast and a pre-landing snack. The breakfast was excellent and we even had proper metal cutlery! The sweet almond paste bun and coffee before landing were tasty.

The loos were also much cleaner than many flights I’ve been on. The only slight negative were the crew who were a bit more efficient than friendly but they did their jobs fine - it’s just a smile would have been nice!

Overall, I was reminded of what BA was like 30 years ago. I say that in a positive way - BA should be a flagship carrier and Azerbaijan Airlines is. Ok, the planes aren’t super modern and the experience is a
little old fashioned, but considering what we paid for our seats the value for money was incredible.

Paying 600€ tickets from Baku to Paris and sitting on a charter plane without even knowing it an advance is not what I expect from state owned company. They didn't even change the booklets inside which were on the name of this charter company. And I'm not even talking about the food which was terrible! It's a shame for such a rich country to have such bad state airline company... Take example on Qatar or Ethiad or Emirates please.

I travelled with my husband for business trip to Saint Petersburg. We went into plane craft but stuff found an error and they took us out. My flight was delayed at 9 hours. At the beginning I was so angry, but in same time greateful, I’m happy that stuff wasn’t lazy to check and saved our lives by not letting us go in that flight. Airline immediately arranged for us lunch in Dubai. Then my second connecting flight had to be rescheduled for 24 hours. We came at night in Baku. Airline arranged for us hotel and they took a special care of us and also a dinner in the roof top of the hotel ! Next morning we have had breakfast and then we went to see Baku.
Airline paid for all our transportation and hotel, it felt a special care of us! I got a mini trip to wonderful country, Azerbaijan with so kind people inside country. Then I went to Saint Petersburg.

I had returning tickets in 3 days. I texted airline company and asked to reschedule as I got late because of their delay for 1 day and can’t finish my business . I knew that next day ticket has double fare rate. Airline on immediate basis replied on my request email with new tickets !!! No thousand questions and confirmations - just done job and never asked me to pay difference.

Airline took big loss for that delay just because they took care of our lives and safety and made my trip absolutely wonderful. As Muslims, as Azerbaijani people they are so kind hearted and supportive ! This is wonderful airline and I am definitely taking it again !
I wish to share my gratitude more

My experience with Azerbaijan Airlines has been extremely frustrating and unacceptable. On July 1st, I emailed multiple official addresses requesting a refund for my flight to Kuwait due to political tensions in Iran. I received no reply.

To make matters worse, the airline cancelled my flight from Baku to Tbilisi against my explicit instructions. Multiple follow-ups were either ignored or met with dismissive, unprofessional responses. At one point, they even referenced potential legal consequences in a way that felt like intimidation rather than support.

After 40 days, I filed a dispute with my bank. They informed me that Azerbaijan Airlines refused to refund the money, leaving me without any resolution.

I also contacted the State Civil Aviation Agency under the Ministry of Digital Development and Transport of Azerbaijan. Unfortunately, they failed to properly investigate my case. Their response essentially sided with the airline without reviewing my evidence or correspondence, leaving me with no recourse.

This combination of unresponsiveness, unfair handling of cancellations, and lack of accountability from both the airline and the regulatory authority is shocking. I strongly advise avoiding Azerbaijan Airlines, as you may end up paying for a flight you cannot use with zero support or compensation.

Booked with Azerbaijan Airlines, flight cancelled, refund promised within 33 days – now 40+ days and still nothing. Please respond and process my refund.

I’ve had one of the worst customer service experiences with AZAL. I have a flight in two days, and I urgently need to add extra baggage. I’ve spent the last 48+ hours trying to contact their international support number, no one picks up. I’ve also messaged their WhatsApp hotline, which they promote as a help channel—not a single reply.

To make things worse, I’m now trying to check in online and being told my "reservation is not available." I have no idea what this means, and I can’t get in touch with anyone to fix it. This is causing me an enormous amount of stress before an international trip.

How is it acceptable for an airline, especially a national carrier, to leave passengers stranded without any way to get help? If AZAL can’t support its customers in basic operations like baggage or check-in, it seriously needs to re-evaluate its commitment to service.

Completely disappointed. I will think twice before ever booking with AZAL again.

Very negative experience.
Azerbaijan Airlines canceled my flight ticket, never gave me a refund, and completely stopped responding.
They basically stole $600 from me.

Unreliable Airways, surprise extra cost at airport check-in, non-speaking english staff, carry-on fit by staff mood.
Online check-in not always available, neither pre-flight extra services.

Worst airline in the entire world.with delayed and cancelling flights. The staffs are so rude with old aircraft.please dont be a fool to travel in this airline.