Azul Airlines

Customer Reviews

No Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 96 reviews
6/10
No Skytrax Rating
Filter Reviews by :
Show
1/10

"Be cautious of flight cancellations"

(United States)

Trip Verified | Be cautious of flight cancellations and inadequate customer support in English. The outbound flight was better than average and entirely acceptable. However, issues arose when the return flight got canceled by the airline. I had no opportunity for compensation regarding my accommodation or Uber expenses. The customer service team struggles with English proficiency, and when submitting required documents via email, the response is cold, stating that It is not acceptable. They don't provide a chance to resend documents or communicate through email; instead, you're directed to initiate a new claim. After multiple frustrating calls, I found that the customer service is unhelpful, and if you seek a supervisor, you're informed, "Sorry, we have no supervisor who speaks English." Each response from them takes about 7 days, reiterating, "It is not acceptable!" After realizing I was losing more money by following up, I decided to discontinue flying with them. I acknowledge their shortcomings in customer service and cancellation policies. This is an honest review — not out of hate, but as a precaution against potential financial losses due to flight cancellations.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteFt Lauderdale to Sao Paulo
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

“Horrible service”

(Canada)

Not Verified | Horrible service. Airline changed airports from Rio Dumont to Rio Galeao and dates of travel from the 26th to the 18th and are unable to issue a refund due to me paying in international currency (CAD). As this was the first leg of my long trip back to Canada, obviously these changes did not work with the rest of my itinerary, and was told there is nothing they can do. Not to mention, extremely difficult to get ahold of and barely any English options available. This airline should not offer international flights. Period.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteRio to São Paulo
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Don't ever fly this airline"

(South Africa)

Not Verified | Stay well clear of these clowns. They canceled a fully booked flight 2 hours before. No reason. No support. Cost us USD5000 in lost forward tickets. This was Tuesday, the only offered a next flight on the Friday! Manager was absolutely unfazed by our distress and was actually making jokes with his co workers about us. Don't ever fly this airline.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteManaus to Tefe via Sao paulo
Date FlownNovember 2023
Ground Service 12345
Value For Money 12345
no
2/10

"Canceled my flight twice"

(United States)

Not Verified | Canceled my flight twice, gave me this gift code to fly with them again which I won’t need because I don’t fly often. Make us get on the plane to wait a long time just to tell us at the end they can’t fly the plane because of technical issues. It’s so annoying and I’m tired. They should be running tests on these planes before boarding. It does not make sense to get everyone comfortable just to cancel on them.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteCuritiba to Fort Lauderdale
Date FlownAugust 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
10/10

"the 2 flight attendants saved the day"

(Canada)

Trip Verified | Was traveling for business with my colleague. He is claustrophobic. We had the front row seats. A few minutes after we sat he started having a panic attack and got up and ran out of the plane. He did not want to fly and that would have messed up all our travel plans and business meetings schedule. To make a long story short the 2 flight attendants: Elvis Souza and Paula Maia saved the day. They managed to step out of the plane on the ground and spoke calmly with my co-worker and managed to relax him and calm him down and also, cleared a double seat for him and somehow managed to bring him back into the plane (no passenger next to him) and we managed to travel. To put this in perspective. My co-worker has left another plane in the past and did not fly on our flight from Chicago to Mexico.
AircraftATR-72
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteLondrina to Campinas
Date FlownJune 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
2/10

"did nothing to resolve the problems"

(United States)

Trip Verified | I was travelling with a group and had paid for Premium Economy. On my flight from Manaus to San Paulo I was seated in regular economy. Others in the group were in Premium Economy even though they didn't pay for it. Another member of the group went to her seat but another passenger was in it. She was assigned a window street the stewardess told her to take his seat, which was a middle seat. Azul did nothing to resolve the problems. Throughout our booking they were non-responsive, and did not answer questions. Also the entertainment screen did not work.
Type Of TravellerSolo Leisure
Seat TypePremium Economy
RouteSao Paulo to Fort Lauderdale
Date FlownJune 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
3/10

"make customers to pay double"

(United States)

Not Verified | I was not able to pay my luggage on the web site. I was able to select the seats. I tried many times before the day of my trip. At the airport Azul charged for the luggage more that double price. I think this is a strategy to make customers to pay double. Which is very unfair for the customer. In the future I will not use this airline.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteRio de Janeiro to Fort Lauderdale
Date FlownJune 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
4/10

"The flight itself was fine"

(France)

Trip Verified | Azul's website is the most amateur circus show I have ever seen. I did not receive a confirmation e-mail upon buying my tickets. I could not find my reservations on the website either, and had to write the company on Facebook to confirm that they existed. To be fair, the Facebook staff was responsive and efficient -- why do they not assign these people to the actual website? There appear to be multiple redundant versions of the company's platform, in multiple languages, and I was kicked between these versions seemingly at random every time I clicked on anything. Online check-in was a three-hour-long living nightmare: the website as a whole seemed to stop working outright multiple times, every step of the procedure (when they happened at all) stalled my laptop for twenty to thirty seconds, and I had to redo the whole thing five or six times, before it actually went through at around one in the morning. As I write this review, I am attempting to check-in for my return flight, which I had the misfortune of taking with Azul as well: I have been trying for over two hours and it will not work. They apparently expect all passengers to have a valid Brazilian CPF (ID number), a phone number fitting in Brazilian standards, and other such information that only exists in Brazil. I am lucky to have lived in Brazil before, else I would have been entirely lost. I tried buying extra luggage three times through two different versions of the site, one demanded that I have a valid CPF, and the other did not process my payment. Fast-forwarding to the luggage check-in at the airport in Paris, there was only one counter for Economy class. Business class had four, if I recall. The flight itself was fine. Nothing worth writing home about one way or another. But when you are left more tired and stressed-out by online check-in, a process supposed to last five minutes, than by the subsequent nineteen-hour flight, that is a problem. Spare yourself the ulcers and go with a company that knows how to maintain a functional website.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteParis Orly to Rio de Janeiro via Sao Pauo
Date FlownApril 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"One of the worst flights we ever had"

(Germany)

Trip Verified | First we didn’t get an email or any information about the online check in. When we double checked, there was only one row left with two seats so we took them. We got a warning that we’d taken the seats to the emergency exit, but no hint that you couldn’t change the position of the back rest in that row. So we had to sit with a 90 degrees angle all flight long. It was a night flight and if we’d known we would’ve preferred not to sit together and be able to sleep instead. When we asked a stewardess for a pillow or blanket in the attempt to make it a little bit more comfortable for the back and neck, she just answered “one moment please” and simply never came back. So after a while I went to the back where she stood happily chatting with other staff members. I asked again and she kept ignoring me, amazingly rude. Eventually another steward told us that they had neither (again: on a flight at night). One of the worst flights we ever had.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteRio de Janeiro to Manaus via Campinas
Date FlownMarch 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"I’m confused and revolted"

(United States)

Trip Verified | I was to travel today, at 8:40pm to Brazil, flight number 8705, for my mom’s funeral, schedule for tomorrow at 4pm. Two man, a little drunk, were on seats in front of me. They were being really loud but also a little funny. A flight attendant, somehow heard them saying the word “bomb”. I was right behind them and didn’t listen anything. I was surprise when I saw the police taking the 2 guys, on a federal crime. I told another flight attendant that it was a mistake. They were drunk and loud but were never a threat. The fight attendant told me to shut up or I was going to be banish from aircraft, with the guys. I was very upset with his behavior and attitude but kept quiet. After all I had to arrive in Brazil asap. We had to evacuate the plane for the bomb search. When we went back to lobby, I saw officers everywhere. I spoke with one of them and told my version of the facts! I was just scare that those 2 poor drunk guys could get in big federal problem, due to a misunderstanding. Later, two detectives came to speak with me, and I thought I was making a good thing, after all, trying to minimize the penalties on those 2 tourists. Police did a search, just for precaution and left. When passengers were invited to board again, an employee from Azul called me and said I was not welcome to the plane. The captain decided he didn’t want me there. I had to go to my mom’s funeral. My personal opinion should be a reason to turn me on a “persona non grata”. While in my knees, all the employees look to another side. No one look at me. I’m confused and revolted. Where is my right of free speech? I spoke with the police, for God sake! I just wanted to make my point, but the flight captain, on his arrogance, thought he had the right to change the course of my life, just because I cogitate the possibility that they were wrong!?!
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteFort Lauderdale to Sao Paulo
Date FlownSeptember 2022
Ground Service 12345
Value For Money 12345
yes
1 to 10 of 96 Reviews