Review about AZAL

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N.S writes:

Extremely disappointing customer service – zero empathy, zero flexibility. I had an extremely disappointing experience with AZAL, not only because of the uncomfortable seating but, more importantly, because of their appalling customer service. I paid 28 AZN for seat 19A, only to discover during my flight that the legroom was so ridiculously limited that the tray table could barely be opened. Naturally, I wanted to avoid having the same uncomfortable experience on my return flight and requested a seat change to row 14. I was perfectly willing to pay the price difference. However, AZAL insisted that I pay the full 38 AZN again, refusing to deduct the 28 AZN I had already paid for my original seat selection. What followed was an incredibly frustrating exchange with customer service. Despite repeatedly explaining my situation, I received nothing but generic, copy-pasted responses explaining their policies. Every single reply contained apologies and statements about supposedly understanding my frustration, yet not a single person demonstrated any actual empathy or willingness to offer a reasonable alternative. The most frustrating part was repeatedly being told that they "genuinely understand my concerns" while completely ignoring the substance of what I was saying. Customer service is not about repeatedly apologizing while refusing to engage meaningfully with a customer's concerns. It is about empathy, common sense, and a willingness to find reasonable solutions. This experience has completely destroyed my confidence in AZAL's customer service. I will certainly reconsider flying with them in the future. Extremely disappointing. Definitely not customer-oriented.

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