QAs ticket Refund/Exchange

Rules for the refund and exchange of flight tickets of “Azerbaijan Airlines” CJSC due to the outbreak of the COVID-19 pandemic.

Flight tickets of “AZAL” and “Buta Airways” with a departure date scheduled between March 10 and October 25, 2020 except for open-date tickets (tickets that do not have a fixed return date) are subject to free rebooking or exchange.

  • Where to apply for a refund or exchange of flight tickets?

    • Please contact call centre of the Airline in writing by e-mail callcenter@azal.az or through the contact form available on our website.

  • To which date can I change my flight ticket?

    • The new departure date must fall within the period of 36 months from the date of departure of the original ticket.

  • Is it possible to change the destination of the flight or just the date?

    • Passengers are given the opportunity to change not only the date but also the destination of the flight subject to the flight being performed on the requested dates and payment of the difference in fares (if any).

  • I do not want to change the ticket. I want to get a refund. Is it possible?

    • As an alternative, we also offer passengers a refund in the form of monetary documents – vouchers (EMD) that can be used for flights within 3 years of the departure date of the original ticket. The voucher is valid for all destinations of “AZAL” and “Buta Airways”. The voucher code will be sent to the passenger’s e-mail address. You will need to provide the code when purchasing a flight ticket at official ticket offices and agencies of the airline.

    In the event of disagreement with the above conditions, the airline is ready to provide full refund for pre-paid tickets in a sequential order 60 days after the resumption of normal operations. In this case, you need to contact our customer service via e-mail callcenter@azal.az or via the contact form on our website.

  • When will the flights to local and international destinations be resumed?

    • The decision to resume domestic and international flights is made by the government of the countries. It also directly depends on the period for opening of borders of the countries to which the airline operates. Please follow our official channels in social networks and the news from the relevant government agencies published in the media.