Leslie Massey
Azerbaijan Airlines is the flag carrier of Azerbaijan and the country's largest airline. It is certified as a 4-star airline for the quality of its airport and onboard product and staff service. The airline has a mixed bag of reviews, with some customers praising the comfort, food, and entertainment, while others have complained about the ground staff and customer service. The airline has also been criticised for a lack of refunding and issues with rebooking.
| Characteristics | Values |
|---|---|
| Positive | |
| Cleanliness | The airline is certified for the cleanliness of its airport and onboard products |
| Food & beverages | The food is reportedly good, with a good selection of Azerbaijani dishes and drinks |
| Comfort | Legroom is reportedly generous, with comfortable seats and good meal service |
| Check-in facilities | Check-in is reportedly quick and efficient |
| Boarding | Boarding is reportedly quick and efficient |
| Negative | |
| Customer service | Staff are reportedly rude, unfriendly, and unhelpful |
| In-flight entertainment | There is reportedly a poor selection of in-flight entertainment, with faulty screens |
| Delays | There have been reports of delays |
| Luggage | There have been reports of lost luggage |
| Refunds | There have been reports of issues with refunds |
What You'll Learn
Azerbaijan Airlines' in-flight entertainment and amenities
Azerbaijan Airlines, also known as AZAL, is the flag carrier of Azerbaijan and is based in Baku. The airline was founded in 1992 and has since expanded its fleet and introduced cutting-edge technologies, all while maintaining a dedication to providing an exceptional travel experience.
In-Flight Entertainment and Amenities
Azerbaijan Airlines offers a range of in-flight entertainment options, including movies, music, and games. On international flights, passengers can access the airline's in-flight entertainment system, featuring a variety of television shows, films, and music. On modern aircraft, each seat is fitted with a personal TV monitor, while older aircraft have shared overhead monitors. The airline also provides a selection of magazines and newspapers. However, it is worth noting that some reviews mention faulty entertainment screens and a lack of functioning headphones.
When it comes to dining, Azerbaijan Airlines offers a variety of meal options, often featuring Azerbaijani cuisine. On shorter flights, passengers can enjoy a range of hot and cold snacks, while longer flights include hot meals. Alcoholic and non-alcoholic drinks are available on all flights, and complimentary drinks and light snacks are provided on flights over four hours through a self-service bar. The airline also offers special meals, like the Azerbaijani food served on flights from Baku to Istanbul, which received positive reviews.
Azerbaijan Airlines provides comfortable seating with ample legroom. The airline's Boeing 787 Dreamliners, used for long-haul flights, feature spacious cabins. Business class seats have a 2 x 2 configuration with footrests and extended recline, and each seat has a power outlet. First-class seats, available on longer flights, offer a fully lie-flat option and access to the in-flight entertainment system through a 17-inch touchscreen personal monitor.
The airline also offers a range of amenities to enhance the travel experience. These include comfortable items like pillows and blankets, as well as travel kits for Premium Economy and First-Class passengers. For families travelling with children, toys are provided on flights over seven hours to keep the little ones entertained.
While the airline does not currently offer WiFi connectivity, it provides other conveniences such as priority check-in, boarding, and disembarkation for Business Class passengers. Additionally, all passengers can take advantage of the Business Class lounge at the Heydar Aliyev International Airport in Baku.
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Baku Heydar Aliyev International Airport's services
Baku Heydar Aliyev International Airport is one of seven international airports serving Azerbaijan. It is located 20 kilometres northeast of the country's capital, Baku, and is accessible by two highways. The airport is named after Heydar Aliyev, the long-standing Soviet party boss in the Azerbaijan Soviet Socialist Republic and later president of Azerbaijan.
The airport is the busiest in Azerbaijan and the South Caucasus and is the hub for the country's largest airline, Azerbaijan Airlines, as well as for Azal Avia Cargo, Buta Airways, and Silk Way West Airlines. Baku Heydar Aliyev International Airport offers flights to over 55 destinations across Asia, Europe, and North America.
The airport consists of two passenger terminals and two cargo terminals. Terminal 1, the newer of the two, has a total area of 65,000 square meters and is designed to handle 6 million passengers per year. It currently serves up to 3 million passengers annually and features a variety of shops, restaurants, cafes, and duty-free stores. Terminal 1 also includes five lounges and a spa, as well as jet bridges capable of accommodating 12 aircraft simultaneously, including the Airbus A380. The terminal is equipped with a Vanderlande baggage handling system, L-3 equipment for baggage inspection, and scanners for layered imaging of objects.
In addition to its modern facilities, Baku Heydar Aliyev International Airport provides a range of services to enhance the passenger experience. These services include:
- Premium check-in facilities
- Check-in staff assistance
- Priority boarding options
- Staff assistance on arrival
- Transfer service assistance
- Arrival lounge facilities
- Priority baggage service
- Business Class Lounge
- Helpdesk available 24/7
The airport also has a range of ground handling services, including pax transport to the airfield and fire-fighting capabilities.
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The airline's customer service
Azerbaijan Airlines has received mixed reviews for its customer service. While some passengers have praised the airline for its friendly and attentive flight attendants, comfortable seats, and tasty food, others have complained about rude and unfriendly staff, issues with refunds, and a lack of priority for business-class passengers.
On the positive side, some travellers have described the airline staff as "very attentive and polite", with one passenger commending the crew for their efficiency and good English proficiency. The airline's food has also received positive reviews, with travellers describing it as "excellent", "delicious", and "fairly good [in] size". Additionally, the airline's business-class lounge at Baku airport has been praised for its comfort and amenities.
However, there have been several negative reviews criticising the customer service of Azerbaijan Airlines. Some passengers have encountered rude and unfriendly staff, both on board and at the airport. There have also been reports of issues with refunds, with customers stating that the airline refused to provide refunds for cancelled or delayed flights. Business-class passengers have expressed disappointment at the lack of priority during check-in and boarding, with no separate lines or acknowledgement of their premium status.
In terms of ground staff and customer care, some travellers have reported issues with the airline's management of delayed or cancelled flights. In some cases, passengers were forced to purchase new tickets at a higher cost due to delays or cancellations caused by the airline. There have also been complaints about the airline's response to customer queries, with reports of unhelpful call centre staff and delayed responses to emails.
Overall, while there are some positive reviews, Azerbaijan Airlines has received a significant number of negative comments regarding its customer service. Common issues include unfriendly staff, problems with refunds, and a lack of priority for business-class passengers. It is worth noting that the quality of customer service can vary depending on individual experiences and that the airline may have taken steps to address these issues since the time of writing these reviews.
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The quality of the airline's food and beverages
Azerbaijan Airlines offers free meals on all international flights, with a choice of dishes that vary depending on the travel class, season, flight direction, and time of day. The food is generally well-regarded, with some passengers praising the taste and quality of the meals, particularly the Azerbaijani cuisine. However, other reviews describe the food as mediocre, with one passenger noting that the omelet was dry.
The airline also provides complimentary beverages, including a selection of wines, and offers special meals that can be ordered in advance at no extra cost. These special meals cater to various dietary requirements and restrictions, such as vegetarian, vegan, gluten-free, low-calorie, and religious needs. Overall, while there may be some variability in the quality of the food, Azerbaijan Airlines is known to offer a good selection of meals and drinks on their flights.
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The airline's check-in and boarding process
Azerbaijan Airlines, or AZAL, is the flag carrier of Azerbaijan and the country's largest airline. It offers flights to over 55 destinations across Asia, Europe, and North America.
The Airlines Check-In and Boarding Process:
Azerbaijan Airlines offers several options for checking in and boarding:
- Web Check-In: This option is available from 48 hours to 1 hour before departure (2 hours for Buta Airways flights). Passengers need to enter their reservation code (PNR) or e-ticket number to check in online. They can then download their boarding pass, which must be presented at the gate along with a government-issued photo ID.
- Mobile Check-In: Passengers can use the AZAL app on their mobile devices to check in. They need to enter their surname and e-ticket number, follow the on-screen instructions, and then download or save their boarding pass.
- Airport Kiosk Machine Check-In: At the airport, passengers can use a kiosk machine to check in. They need to enter their e-ticket number and last name to review and confirm their flight details before printing their boarding pass.
- Ticket Counter Check-In: Passengers can go to the AZAL ticket counter at the airport, present their booking confirmation, and receive their boarding pass from the agent.
Regardless of the check-in method, passengers are advised to reach the airport at least 2 hours before the scheduled departure time for domestic flights and 3 hours before for international flights. Boarding passes should be obtained at least 45 minutes before departure for domestic flights and 60 minutes before for international flights.
While reviews of Azerbaijan Airlines are mixed, with some passengers praising the comfort and timeliness of flights, others have noted issues with ground staff and customer service. It is recommended to have all travel documents ready and to allow ample time for check-in and boarding to avoid potential delays or issues.
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Frequently asked questions
The food has been described as excellent, delicious, and not bad. However, some reviewers have also described it as nothing to write home about.
Some reviewers have described the flight attendants as rude, unfriendly, and cold. However, others have praised the staff as attentive and polite, and efficient.
Many reviewers have complained about the ground staff, describing them as unfriendly, mismanaging bookings, and not helpful.
The onboard entertainment has been described as limited, with a lack of new releases, particularly US films and TV shows. However, there is a good selection of Azerbaijani content.
The seating has been described as comfortable, with generous legroom. However, there have been complaints about the lack of storage space for personal items.
