Travel plans may not always go as expected.
According to the information provided by AZAL to “Elchi”, weather conditions, technical, operational, and other reasons may lead to changes in flight times, delays, or cancellations. While these situations affect passengers’ plans, they are also undesirable for the airline. In such cases, the main goal is to inform passengers about the changes as promptly as possible and provide the necessary support to continue the journey.
If a change occurs in your flight, we have gathered the correct sources of information, the services you can benefit from, and important points to pay attention to in various situations.
Arrive at the airport on time
If you have learned in advance that your flight is delayed, this does not mean that the check-in time has automatically changed. Unless otherwise informed by the airline, it is important to arrive at the airport considering the original flight time and complete the check-in procedures on time.
Azerbaijan Airlines recommends that passengers arrive at the airport at least 3 hours before the flight. This allows sufficient time for check-in, baggage drop-off, security, and other pre-flight procedures to be completed comfortably, while also ensuring you receive the latest flight information in a timely manner.
Regularly monitor flight information
You can track the current status of your flight via the azal.az website, the AZAL mobile app, your email address, information screens at the airport, and public announcements. For further information, you can contact Azerbaijan Airlines representatives and information desks at the airport.
Checking the flight status again, especially before heading to the airport and during the waiting period, helps you stay informed about the latest changes.
How are you notified about changes?
When a change in flight time occurs, the contact information provided during booking is used to reach the passenger. Notifications regarding changes can be sent to your mobile number via SMS and WhatsApp, as well as to your email address.
For this reason, ensure that your mobile number and email address are entered correctly when purchasing a ticket. If the ticket was purchased through an agency, it is also useful to verify that your own contact details are listed in the booking. You can also obtain information about available options for your ticket from the agency if a flight change occurs.
Additionally, if you need further information regarding your flight status or any changes that have occurred, you can contact the Call Center to get the information available at that moment.
If your flight is delayed, what services can you benefit from?
Depending on the duration of the delay, various services are organized for passengers free of charge:
- Passengers with children under 7 years old
Can use the mother and child room. - Delay of more than 2 hours
Refreshments are provided, and the opportunity to make 2 phone calls or send 2 emails is created. - Delay of more than 5 hours
Hot meals are provided. 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, transfer from the airport to the hotel and back, as well as luggage storage are organized.
Passengers residing permanently in the administrative territory where the flight is delayed are not provided with hotel accommodation. The services provided may vary depending on the reason for the delay and the applicable carriage rules.
Note: The above services and provisions provided during a delay are intended for international flights.
Has your flight been canceled or the flight time changed?
Such a change does not mean the end of your travel plans. Depending on the situation and applicable conditions, options such as an alternative flight, ticket exchange, or refund may be available. If you are at the airport, Azerbaijan Airlines representatives can provide detailed information about available options and how you can continue your journey.
If you are not at the airport, you can contact the Call Center to clarify the available options.
If the ticket was purchased through an accredited agency, it may be required that ticket operations such as changes and refunds be carried out through that agency. In this case, you can contact the agency where you purchased your ticket to clarify the available options.
If the delay affects your next flight
On trips consisting of several flights, a delay in the first flight may reduce the transfer time to the next flight or cause a missed connection. In such a situation, the transfer desk or Azerbaijan Airlines representatives at the airport can provide information about your next flight and available options for continuing the journey.
If the delay is caused by the airline and you have a confirmed booking for the next flight, you can benefit from the relevant services depending on the waiting time.
When a change in the flight plan occurs, the most important point is to follow the current information from official sources. Entering your contact details correctly during booking, regularly checking the flight status, and contacting airline representatives when necessary will help you be better prepared for changes and continue your journey as comfortably as possible.
Do you have additional questions?
If you need further information and support regarding your flight, you can contact Azerbaijan Airlines via the following email addresses:
For a more prompt response to your inquiry, it is recommended to include your name, surname, flight number, flight date, and booking details in the email.