Awful service from start to end. Ended up paying double the amount for flights as the customer service team gave me all the wrong information. Had all the communication with customer service team on WhatsApp but still ended up paying extra £700 upon checkin. Airport staff could not help at all as flight was full

On my flight on the 2.July from Vienna to Mumbai via Baku my luggage didn’t arrive and is still lost now for 8 days.
The only answer I got from the costumer service after multiple tries was, I may stop contacting them, cause the can’t do anything for you!
So I lost my whole luggage including gear and medicine for a 2 months trip. Nobody seems to feel responsible. Worst travel situation ever! I won’t fly with this airline again!

Horrible experience! I paid 200€ for an hour flight from Baku to Tbilisi, the plane was old, the crew was unprofessional and rude, the food was terrible. And I really mean it, even now if I think about it, I need to throw up. We got half glass of water and a baguette filled with 3cm thick cheap mortadella in the worst taste you can imagine and that’s all!! Nothing else was in the baguette, not even cream. For 50€ wouldn’t complain but 200€ for this flight… and the best part is that I had a round ticket, so I paid 200€ more for the way back. If I have the chance, never fly with AZAL again.

It’s a shame because service is great and plane is solid but there is a solid chance you will lose your bags if you check them. We arrived 2 hours early to airport and checked 2 bags and they proceeded to lose them and we hadn’t heard there whereabouts for 3 days. They don’t track bag numbers so no way of knowing where they are. The morning we departed we showed up to airport and got insanely lucky that they happened to arrive late the night before but you won’t know. The bags were fairly damaged and had clear scratches and marks. The service and attendants are great but whatever you do don’t check a bag on this airline.

I want to express my satisfaction and happiness with your services. It’s not the first time I’ve reached out to AZAL customer care via email, and I consistently receive responses within 30 minutes to an hour at most. Compared to other larger airlines like Flydubai and Emirates, which can take ages to respond over email, AZAL’s customer service is exceptional. Calling the helplines of these other airlines is also a very time-consuming process.

I must point out that AZAL Airlines has a very efficient customer service team that acts promptly. All my requests have always been addressed in a timely manner. For instance, I needed to change my mother's return ticket date and found that the Dubai AZAL Airlines office was closed when I called from a landline. I dropped an email to callcenter@azal.az and received a response from Rewan Melikov, who assisted me in changing the ticket via email. I selected the return date I needed and paid the cost difference online via a link provided.

I was pleasantly surprised at how easy the process was to complete online. No one asked me to call and handle it over the phone. I was assisted entirely through email without any extra questions or delays. I m a citizen of Azerbaijan and I m employed in dubai I so I live here. I’m really proud of your team and their excellent service. Thank you so much !