Azerbaijan Airlines compensation: up to €600 per passenger

Azerbaijan Airlines compensation: which AZAL flights qualify

Azerbaijan Airlines, known as AZAL, is the national carrier of Azerbaijan. From its Baku hub it flies to London, Paris, Milan, Vienna and Prague, and on to Central Asia and India. We have handled more than 25 AZAL claims so far: if your flight left Europe and reached its final destination at least 3 hours late, or was cancelled at short notice, you may be owed up to €600 per passenger.

The key point is that AZAL is a non-EU airline. Under Regulation (EC) 261/2004 it only owes compensation on flights departing from an airport in the EU, the European Economic Area or Switzerland. A delayed Paris–Baku flight can qualify; the Baku–Paris return cannot.

Not sure where your journey stands? Check your Azerbaijan Airlines flight in 2 minutes, with no obligation.

How much Azerbaijan Airlines pays: €400 or €600 from Europe

Almost every AZAL route from Europe to Baku is longer than 1,500 km, so in practice compensation starts at €400. The fare you paid makes no difference; only the distance to your final destination counts.

The amount applies to every passenger on the booking. A family of four on a Vienna–Baku flight that arrived 5 hours late could claim €1,600 in total, and children with their own seat receive the same as adults. On our form you enter the flight once and add your fellow travellers.

AZAL flight delayed: what to do

Nearly 7 in 10 AZAL claims we receive are about delays. Many passengers connect in Baku towards Central Asia or India, so the delay at the last stop is what matters. At the airport:

1. Photograph every boarding pass, including the onward one from Baku.
2. Keep AZAL's emails and texts with delay notices and new times.
3. Note when the doors open on arrival: that moment decides the 3 hours.
4. Ask the AZAL desk for meal vouchers and keep receipts if you pay yourself.
5. Do not sign waivers or accept AZAL Miles instead of cash.

Care AZAL must provide while you wait

On covered flights AZAL must give you meals and drinks and, if departure moves to the next day, a hotel and transfers.

Missed connection in Baku

Missed your onward flight to Tashkent, Dushanbe or Delhi on a single booking that started in Paris? If you reached your final destination 3 or more hours late, compensation is based on the whole journey, often over 3,500 km. With separate tickets only the first flight counts. More on our page about the delayed Azerbaijan Airlines flight.

Azerbaijan Airlines flight cancelled: refund and compensation

Roughly one AZAL claim in five concerns a cancellation. Taking the refund or rebooking AZAL offers does not stop you claiming compensation as well.

Schedule change. If AZAL moves your Baku flight by several hours shortly before departure, it may count as a cancellation. See our guide to the cancelled Azerbaijan Airlines flight.

AZAL overbooking: denied boarding in Europe

One AZAL claim in ten we see involves denied boarding. If you had a valid ticket and documents and were left behind at Paris or Vienna, compensation is due straight away, together with a new flight or refund. It is not due if the problem was your visa or passport, which are checked closely on routes to Central Asia. Read more about Azerbaijan Airlines overbooking.

Strikes and Azerbaijan Airlines flights

For flights out of Europe, airport and air traffic control strikes cause more disruption than walkouts by AZAL staff. If the airline's own staff strike, compensation is normally owed (case C-28/20). If air traffic controllers or ground handlers strike, it is not, but care and a refund or rebooking remain.

Azerbaijan Airlines rejected your claim? How to respond

AZAL replies tend to be short and formulaic. These are the reasons we see most often.

Buta Airways flights are now AZAL

Until 2023 AZAL sold low-cost flights under the Buta Airways brand, which was then folded into the single Azerbaijan Airlines brand. For an old Buta flight departing from Europe, the claim goes to AZAL: just select Azerbaijan Airlines on our form.

London flights and flights into Europe: what is not covered

Many AZAL passengers fly between London Heathrow or Gatwick and Baku. Flights departing the UK fall under UK261, the British version of the rules, with amounts in pounds; the CAA oversees it. Not covered at all:

• flights from Baku to London, Paris or Milan
• trips via Baku that start in Delhi, Islamabad or Tashkent, even if they end in Europe
• domestic flights in Azerbaijan, such as Nakhchivan–Baku

Outbound and return legs are assessed separately: your outbound flight from Europe can qualify even if the return does not.

Claiming from Azerbaijan Airlines: on your own or with us

You can write to AZAL through the contact form on its official website; the airline says replies can take up to 30 working days.

Claim already rejected by AZAL

We also take on cases already turned down: if the reason is unfounded, we restart with a formal letter before action.

What you need

• AZAL e-ticketShowing every leg, including the Baku connection.
• Passport or IDFor each passenger, children included.
• Airline messagesDelay or cancellation notices and receipts for expenses.

Time limits for an AZAL claim

The Regulation sets no deadline: the rules of the country where you bring the claim apply (EU Court of Justice, case C-139/11). Even a flight from Paris a few years ago may still be in time: enter the date and check.

How long Azerbaijan Airlines takes to pay

If AZAL accepts the claim, payment usually arrives within a few weeks. If it refuses or stays silent, a formal demand and possibly court action are needed, which adds a few months. Once we are paid, we transfer your share: €278 out of €400, €417 out of €600.

Lost or damaged luggage with AZAL

Baggage is covered by the Montreal Convention. File a PIR at the baggage desk before leaving the airport, then write to AZAL within 7 days for damage and within 21 days of delivery for delayed bags, which is common after a tight Baku connection.

Azerbaijan Airlines contacts and flight status

Head office

Azerbaijan Airlines (AZAL), Baku, Azerbaijan; hub at Heydar Aliyev International Airport

Complaints

Contact form and help centre on the official website

Flight status

azal.az, manage booking section