Azerbaijan Airlines (AZAL) has a cancellation policy that provides some flexibility, but it varies based on ticket type, fare rules, booking channel, and specific circumstances. Below is a concise overview based on the most reliable information from the airline’s official website and other sources:
24-Hour Risk-Free Cancellation:
- For flights to/from the U.S., AZAL allows cancellations within 24 hours of booking for a full refund without fees, provided the ticket was purchased at least 7 days before departure. This applies to all fare types, per U.S. Department of Transportation rules.
- The 24-hour cancellation option is available only for tickets booked directly through AZAL’s website, app, ticket offices, or call center (+1-877-240-6770). Tickets purchased via travel agencies or third-party platforms are subject to the agency’s policies.
Non-Refundable Tickets (e.g., Economy Saver, Buta Budget):
- After the 24-hour window, non-refundable tickets like Economy Saver are generally non-cancelable and non-refunded once the ticket number is generated, except within the 24-hour period if departure is 7+ days away.
- Cancellations outside this period may incur fees ($25–$200, depending on fare, route, and timing) with only taxes and fees refunded, or the fare may be forfeited entirely.
- For domestic flights, a 10% penalty of the fare amount is charged for cancellations before departure. No-show cancellations (less than 60 minutes before departure) are non-refunded.
Refundable Tickets (e.g., Business, Premium Economy, Classic):
- Flexible fares can be canceled before departure for a full refund to the original payment method, often without fees, depending on fare rules.
- Refunds are processed within 33 business days for credit card payments, though delays may occur due to bank processing
Flight Cancellations by Azerbaijan Airlines:
- If AZAL cancels a flight, significantly delays it (e.g., over 2 hours), changes the schedule, or denies boarding due to overbooking, passengers are entitled to:
- A full refund, including taxes and fees, for unused segments (pro-rata for partially used tickets).
- Rebooking on the next available flight at no cost.
- Accommodation or assistance if no flights are available.
- Under EU Regulation EC 261/2004, for flights departing from the EU/UK, passengers may receive €250–€600 compensation for cancellations with less than 14 days’ notice, unless caused by extraordinary circumstances (e.g., weather, strikes). Compensation is not applicable for non-EU departures.
- For COVID-19-related cancellations (flights scheduled between March 10 and October 25, 2020), tickets can be refunded or exchanged for a voucher valid until October 25, 2024. Vouchers are non-transferable and can be used for AZAL flights or additional services (e.g., baggage, seat selection).
No-Show Policy:
- Passengers who fail to cancel at least 3 hours before international flights or 2 hours before domestic flights are considered no-shows and may forfeit the ticket value or face penalties (e.g., 10% fare deduction for domestic flights).
- No-show penalties also apply to award tickets under the AZAL Miles program, with specific terms varying.
Special Circumstances:
- Full refunds are available for cancellations due to the death of a passenger or close family member, with documentation (e.g., death or medical certificate).
- Refunds or rebooking may be offered for disruptions due to political unrest, natural disasters, or medical emergencies, subject to AZAL’s discretion and fare rules.
- Denied boarding due to overbooking qualifies for a full refund without fees, plus potential compensation under AZAL’s policy.
How to Cancel:
- Phone: Call AZAL’s customer service (+1-877-240-6770, though these may be third-party services).
- Airport: Cancel at an AZAL ticket counter or kiosk, ideal for last-minute changes.
- Travel Agencies: Tickets booked through third parties must be canceled via the agency, which may impose additional fees.
- Refunds must be requested at the point of purchase (e.g., AZAL’s website, office, or agency).
Refund Process:
- Refunds for eligible tickets are processed after submitting required documents (online or at AZAL offices). Credit card refunds take up to 33 business days; bank processing may extend this.
- Non-refundable tickets typically refund only taxes and fees, subject to fare rules.
- Group reservations cannot be partially canceled; the entire booking must be canceled.
- Refunds are not available for tickets used for visa/immigration purposes, free/special-rate tickets, or if passengers fail safety inspections.
Cancellation Fees:
- Fees vary by fare type, route, and timing. For example, domestic Economy fares incur a 10% penalty before departure, while international cancellations may cost $25–$200.
- “VOID” cancellations (within 3 hours of ticket issuance) incur no fees if the ticket is unused and departure is 3+ hours away.
Key Notes:
- Always check fare rules at booking, as they dictate cancellation terms. Non-refundable fares (e.g., Economy Saver) are highly restrictive outside the 24-hour window.
- Codeshare flights (e.g., with Qatar Airways, Turkish Airlines) are not eligible for changes but may qualify for refunds under specific conditions.
- EU/UK passengers have stronger protections under EC 261/2004 for EU departures, but non-EU flights follow AZAL’s standard policy.
