Azerbaijan Airlines Reviews 30

Very convenient airlines flying London to Kazakhstan.
Aircrafts are good, crew is attentive and professional, thank you. Service is international standard.
Baku airport is modern and conveniently organized.
What I did not like with the airlines - they offer number of upgrades - for instance where you can buy three seats in a row in economy class.
I purchased the upgrade on my flight on 23.03.26, I received confirmation email. But they cancelled the upgrade with no notice, effectively when I was in transit in Baku. Money were refunded, but if the flight was about to be full they should not offer the upgrade in the first place.

Berlin-Baku-Mumbai flight. My checked baggage was not loaded on the Baku-Mumbai flight, along with about 60 other passengers' bags. We were not informed of this, either by email/phone (the airline had all my contact details), by any of the staff on the flight or at the gate, or at the other end in Mumbai, when we were waiting at the carousel for our bags to arrive. Which, of course, they didn't. After waiting for over an hour (at about 4am), passengers started to realise something was up, so investigated, and found out by speaking to nearby staff that the bags were still in Baku. There was no attempt by staff at any stage to actively communicate this to us. We filled out baggage claim forms, emailed the information required, and were told that our bags would arrive in Mumbai later. Mine arrived two days later. Pickup, along with the previous non-communication, was farcical - a staffer saying "five minutes" repeatedly on the phone when I came to the airport, until about 90 minutes later, when they finally appeared with my suitcase. I have filed a claim with Azerbaijan Airways for the essential items I had to buy due to them not transporting my bag (basic cloths, toiletries etc). They have ignored the claim for two months now and counting, despite repeated messages from me to the airline that have been read (I put an email tag so can see the emails were opened). Today I filed an official complaint about the claim with the German civil airlines authority, which will now be escalating the issue. If Azerbaijan Airlines continues to ignore the claim, I will file a legal claim against them in small claims court in Germany. Don't fly with this airline unless you're prepared for this to happen to you too.

Very nice airlines when it is about the airplanes and the crew and the menu but they are bad in communications and it is approximately impossible to contact them and solve any issue you have , even emails , you get we received your request and soon it will be solved , but it will not be solved .

I honestly don’t know where to start with Azerbaijan Airlines. This has been one of the most frustrating customer service experiences I’ve ever had.

I paid extra for a flex ticket specifically so I could change my return flight if needed — that was the whole point. But when I actually needed to make a simple change, it turned into a nightmare.

They give you a phone number (+994 12 598 88 80), but calling it gets you nowhere. No real help, no proper support. Then there’s the email (callcenter at azal.az) — completely ignored. No response at all. And WhatsApp? Supposedly “for information,” but the operator doesn’t respond there either.

So what exactly are customers supposed to do? You pay more for flexibility, but when it comes time to use it, there’s absolutely no support available.
This is easily the worst airline experience I’ve had. Extremely disappointing and incredibly stressful. I would not recommend Azerbaijan Airlines to anyone unless they seriously improve their customer service.

I inadvertently didn't obtain a visa for Baku to Mumbai and they wouldn't let me fly initially as my flight from Mumbai to Bangkok was with Indigo and it meant I had to leave the airport to transit and therefore required a visa
Instead of not letting me fly a guy named Ghadov Elmur calmly explained to me that if I book a new flight but with Air India then I DIDN'T need a visa and that I could fly.
I was super stressed and he calmed me down and gave.me what I consider to be EXCEPTIONAL customer service...he is not only a credit to the role he carries out but Azerbajan Airwayas
Thank you Sir and have a wonderful Ramadan xxx

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

Vergognosi. Non ci hanno fatto fare il check in online, poi al desk ci hanno fornito solo la prima carta di imbarco ma non quella del secondo volo. All’arrivo a Bakú con due ore di ritardo nella confusione e più totale siamo riusciti a fare per miracolo la seconda carta di imbarco e a prendere il volo, fortuna che purtroppo a molti altri non è capitata. Un servizio vergognoso sia a terra sia online

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