Customer Reviews (7)

Sudipta Roy • 2025-10-29T12:27:24.793Z

App is very good and convenient, but now after revision of my flight timings the details are not opening in app trip option ,so unable to see anything. and unable to get the flight derails now

Maaz Ashfaq • 2025-10-17T11:45:26.208Z

economy class window seats must be free like other seats

POOJA GEHLOT • 2025-10-13T16:02:50.672Z

nice experience

Summary of Key Insights

The AZAL app has mixed reviews, with a slightly negative overall sentiment. While some users find the app convenient and easy to use, significant issues exist regarding flight information accuracy, seat selection problems, and booking errors. The overall rating is low, with a high percentage of 1-star reviews indicating substantial dissatisfaction. The app's strengths lie in its multilingual support and potential for easy flight booking, but these are overshadowed by functional issues.

Data & Methodology Overview

  • Sample Size: 7 reviews
  • Time Frame: Not specified, but assumed recent.
  • Analysis Methods: Sentiment analysis (manual based on review text), keyword extraction (manual). The small sample size limits the generalizability of the findings.

Key User Pain Points

  • Incorrect/Missing Flight Information: Users report flight details not opening, missing flight statuses, and inaccurate privilege information. This severely impacts the user's ability to manage their travel.
  • Seat Selection Issues: Users experience seat assignments being changed without their consent, leading to frustration and a negative boarding experience.
  • Booking Errors: Some users are unable to find available flights for specific routes, even when they exist.
  • Lounge Access Issues: Users are reporting that lounge access is not being honored during layovers.

Frequently Requested Features

  • Free economy class window seat selection. (Feature request, not a bug)
  • Improved accuracy of flight status and privilege information. (Bug fix request)

Strengths and Positive Aspects

  • Convenience: Some users find the app convenient for booking flights.
  • Ease of Use: Some users describe the app as simple and easy to understand.
  • Multilingual Support: Available in Azerbaijani, Russian, and English.

Prioritized Action Recommendations

High Priority:

  • Fix Flight Information Accuracy: Investigate and resolve the issues causing incorrect or missing flight information. This is critical for user trust and satisfaction.
  • Address Seat Selection Problems: Ensure that seat selections are honored and that users are notified of any changes well in advance.
  • Resolve Booking Errors: Investigate and fix the issue where users cannot find available flights.

Medium Priority:

  • Improve Privilege Information Accuracy: Ensure that AZAL Miles information displayed in the app is accurate and up-to-date.
  • Investigate Lounge Access Issues: Determine why lounge access is not being granted as expected and implement a solution.

Low Priority:

  • Consider offering free economy class window seat selection as a competitive advantage (feature request).

Opportunities for Startup Ideas

  • Real-time Flight Disruption Assistant: An AI-powered assistant that proactively informs users of flight changes, automatically rebooks connecting flights, and provides alternative travel options. This could integrate with the AZAL app or be offered as a separate service.
  • Personalized Travel Concierge: A premium service offering personalized travel planning, including seat selection, meal preferences, and lounge access, managed through the app.

Trends and Observations

  • The negative sentiment is primarily driven by functional issues rather than aesthetic or usability problems.
  • The limited number of reviews makes it difficult to identify long-term trends.

Conclusion

The AZAL app has potential but is currently hampered by significant functional issues. Addressing these issues is crucial for improving user satisfaction and building trust in the Azerbaijan Airlines brand. Prioritizing fixes for flight information accuracy, seat selection problems, and booking errors is essential.

Original App Link

https://play.google.com/work/apps/details?id=az.azal.app