Baku, July 13 — Azerbaijan Airlines (AZAL) has issued a statement in response to social media reports alleging that a Baku–Tbilisi flight was delayed multiple times and that passengers were denied boarding at the gate.
According to the carrier, recent schedule changes on the Baku–Tbilisi–Baku route stem from operational requirements, including aircraft redistribution, maintenance planning, and demand management. The airline emphasized that all adjustments are aimed at ensuring safety and improving passenger experience.
However, the incident has reignited public skepticism over the transparency of AZAL’s ticketing practices. While the airline denied any unauthorized sales, observers note that certain aspects of the booking process remain opaque, particularly when last-minute flight changes leave passengers without clear guidance or recourse.
“Azerbaijan Airlines does not engage in unauthorized ticket sales. All reservations are made through official systems,” the company stated. “Information alleging the sale of seats to third parties is baseless and contrary to our operational policies.”
AZAL also clarified that check-in and passport control procedures are conducted in accordance with international standards, and that passengers arriving after the cut-off time cannot be accepted for boarding. In such cases, the airline offers compensation in line with global aviation norms, and evaluates each situation individually.
Passengers seeking clarification or redress are encouraged to contact the airline via claims@azal.az or through official channels.
Despite AZAL’s assurances, the episode underscores ongoing concerns about communication gaps and booking system transparency, particularly for regional flights.
