Travel plans do not always go as expected. Weather conditions,
technical or operational factors, and other circumstances may
result in schedule changes, flight delays or cancellations. Such
disruptions are undesirable for both passengers and the airline.
When they occur, the priority is to keep passengers informed as
promptly as possible and provide the necessary support to help them
continue their journey.
If your flight is affected by a change, we have brought together
the key information on where to find reliable updates, what
services may be available to you, and what you should keep in mind
in different situations.
Arrive at the airport on time
If you learn in advance that your flight has been delayed, this
does not necessarily mean that the check-in time has changed as
well. Unless otherwise advised by the airline, you should arrive at
the airport based on the originally scheduled departure time and
complete check-in procedures on time.
Azerbaijan Airlines recommends arriving at the airport at least
three hours before departure. This allows sufficient time to
complete check-in, baggage drop-off, security screening and other
pre-flight procedures, while also giving you time to receive the
latest information about your flight.
Keep track of your flight status
You can check the latest status of your flight on the http://azal.az website and via
the AZAL mobile app, as well as through your email, airport flight
information displays and announcements. For additional information,
you can also approach Azerbaijan Airlines representatives or
information desks at the airport.
It is particularly useful to check your flight status again
before leaving for the airport and while waiting for your flight,
so that you are aware of any latest changes.
How will you be notified about changes?
If there is a change to your flight schedule, the contact
details provided in your booking are used to reach you.
Notifications about changes may be sent to your mobile number via
SMS or WhatsApp, as well as to your email address.
For this reason, make sure that your mobile number and email
address are entered correctly when purchasing your ticket. If your
ticket was purchased through an agency, it is also advisable to
check that your own contact details are included in the booking.
The agency can also provide information about the options available
for your ticket in the event of a flight change.
If you need additional information about your flight status or a
schedule change, you can contact the Call Center, which can provide
the latest information available at the time of your enquiry.
What services are available if your flight is
delayed?
Depending on the length of the delay, a range of services may be
provided to passengers free of charge:
• Passengers travelling with children under the age of
7
Access to a mother-and-child room.
• Delay of more than 2 hours
Refreshments, as well as the opportunity to make two phone calls
or send two emails.
• Delay of more than 5 hours
A hot meal. If the delay continues, hot meals are provided every
6 hours during the day and every 8 hours at night.
• Delay of more than 8 hours
Hotel accommodation, transportation from the airport to the
hotel and back, as well as baggage storage arrangements.
Passengers who permanently reside in the administrative area
where the flight is delayed are not provided with hotel
accommodation. Services may vary depending on the cause of the
delay and the applicable Conditions of Carriage.
Note: The services and assistance listed above in the event of a
delay apply to international flights.
Has your flight been cancelled or
rescheduled?
A change to your flight does not necessarily mean the end of
your travel plans. Depending on the circumstances and applicable
conditions, options may include an alternative flight, ticket
changes or a refund.
If you are at the airport, Azerbaijan Airlines representatives
can provide detailed information about the available options and
how you can continue your journey. If you are not at the airport,
you can contact the Contact Center to find out what options may be
available to you.
If your ticket was purchased through an accredited agency,
ticket-related arrangements such as changes or refunds may need to
be processed through that agency. In this case, please contact the
agency where you purchased your ticket to discuss the available
options.
If a delay affects your connecting flight
If your journey includes multiple flights, a delay to the first
flight may reduce the time available for your connection or result
in a missed connection. In such situations, the transfer desk or
Azerbaijan Airlines representatives at the airport can provide
information about your onward flight and the available options for
continuing your journey.
If the delay is attributable to the airline and you have a
confirmed booking for your onward flight, you may be eligible for
the relevant services depending on the length of the delay.
When your travel plans are affected by a flight change, the most
important thing is to stay informed through official sources.
Providing accurate contact details when booking, checking your
flight status regularly and contacting airline representatives when
necessary can help you stay informed and continue your journey as
smoothly as possible.
Have additional questions?
If you need further information or assistance regarding
your flight, you can contact Azerbaijan Airlines at the following
email addresses:
• [email protected]
• [email protected]
To help us process your enquiry more efficiently, please
include your full name, flight number, travel date and
booking details in your email.
