Nearly 25,000 AZAL passengers refunded or changed their tickets in 2025

In 2025, nearly 25,000 passengers of Azerbaijan Airlines (AZAL) refunded or changed their tickets, Vasif Mammadov, Head of Digital Commerce at AZAL, said.

According to Report, he explained that passengers can now change or refund tickets purchased through the airline's website or mobile application without contacting the Call Center: "By accessing the 'Manage Booking' section, customers can modify their travel dates or request a refund in accordance with fare rules. During 2025, nearly 25,000 passengers used these self‑service features, saving valuable time while significantly reducing the workload of the Call Center."

Mammadov added that another important enhancement is the real‑time passenger notification system: "Since 2025, passengers have automatically received alerts via email, WhatsApp, and the AZAL mobile application about flight cancellations or delays, as well as changes to terminals and boarding gates. This allows customers to monitor flight updates in real time, make timely travel decisions, and plan their journeys more efficiently."

He also noted that the online booking process has become more intuitive, with expanded search and filtering options: "Passengers can now make flexible choices based on fare, departure time, and flight duration. One example is our Fare Lock service, which allows customers to lock a ticket price for either 24 or 72 hours, providing additional flexibility during the booking process."

Finally, Mammadov highlighted that Apple Pay and Google Pay have been integrated into the payment process: "Today, more than 20% of all payments made through the AZAL mobile application are completed using these digital wallets."