Azul Airlines customer review
E Viere (France)
✅ Trip Verified | Very disappointing experience. Website not working and hours spent just to buy two luggage ( tickets were quoted with no luggage attached : strange for a long distance flight). Staff at Paris Orly was making a mistake in connecting flight and I could spot it and change in hurry at Paris Orly but my luggage did not follow and were lost. Nobody was helpful in Rio and I had to call and write non stop to collect my luggage. No apologies , no compensation. It is business as usual for them. Do yourself a Favour and never use this company. You will save time , stress and money. In my honeymoon I have other things to do.
Type Of Traveller | Couple Leisure |
Seat Type | Economy Class |
Route | Paris to Rio de Janeiro via Sao Paulo |
Date Flown | June 2024 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Inflight Entertainment | 12345 |
Ground Service | 12345 |
Wifi & Connectivity | 12345 |
Value For Money | 12345 |
Recommended | no |
"Worst airline ever"
Viviana Medina (United States)
Not Verified | I paid over $3,500 for 2 round-trip tickets. I paid extra to travel on seats with more leg room because my husband has back problems and it was a 8-hour flight. A few days prior to the trip they decided to change the aircraft and said they could not honor the seats I had paid for. Their solution was to give us 2 $56 vouchers. We tried to talk to the lady at the counter in the airport; she said we couldn’t do anything and suggested to call customer service. I did and the representative told me there is nothing he could do. My husband asked to speak to a supervisor who told him that, even though we paid extra, those seats were subject to availability. I paid extra because those seats were available when I booked the flight! They made a change that I didn’t request and they didn’t even give us a decent refund. We traveled very uncomfortable in the tiniest seats, no tv, no WiFi, and nobody could do anything about it. Unacceptable! Worst airline ever!
Type Of Traveller | Couple Leisure |
Seat Type | Economy Class |
Route | Orlando to Rio de Janeiro |
Date Flown | May 2024 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Inflight Entertainment | 12345 |
Ground Service | 12345 |
Wifi & Connectivity | 12345 |
Value For Money | 12345 |
Recommended | no |
"Be cautious of flight cancellations"
E Bardem (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 Traveller | Solo Leisure |
Seat Type | Economy Class |
Route | Ft Lauderdale to Sao Paulo |
Date Flown | January 2024 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Inflight Entertainment | 12345 |
Ground Service | 12345 |
Value For Money | 12345 |
Recommended | no |
“Horrible service”
Jamie Grant (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 Traveller | Solo Leisure |
Seat Type | Economy Class |
Route | Rio to São Paulo |
Date Flown | January 2024 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Ground Service | 12345 |
Value For Money | 12345 |
Recommended | no |
"Don't ever fly this airline"
Stephaan Gaigher (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 Traveller | Couple Leisure |
Seat Type | Economy Class |
Route | Manaus to Tefe via Sao paulo |
Date Flown | November 2023 |
Ground Service | 12345 |
Value For Money | 12345 |
Recommended | no |
"Canceled my flight twice"
Jonathan Lopez (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 Traveller | Couple Leisure |
Seat Type | Economy Class |
Route | Curitiba to Fort Lauderdale |
Date Flown | August 2023 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Inflight Entertainment | 12345 |
Ground Service | 12345 |
Wifi & Connectivity | 12345 |
Value For Money | 12345 |
Recommended | no |
"the 2 flight attendants saved the day"
L Harris (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.
Aircraft | ATR-72 |
Type Of Traveller | Business |
Seat Type | Economy Class |
Route | Londrina to Campinas |
Date Flown | June 2023 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Inflight Entertainment | 12345 |
Ground Service | 12345 |
Wifi & Connectivity | 12345 |
Value For Money | 12345 |
Recommended | yes |
"did nothing to resolve the problems"
M Schayle (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 Traveller | Solo Leisure |
Seat Type | Premium Economy |
Route | Sao Paulo to Fort Lauderdale |
Date Flown | June 2023 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Inflight Entertainment | 12345 |
Ground Service | 12345 |
Value For Money | 12345 |
Recommended | no |
"make customers to pay double"
Ronald Costa (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 Traveller | Couple Leisure |
Seat Type | Economy Class |
Route | Rio de Janeiro to Fort Lauderdale |
Date Flown | June 2023 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Inflight Entertainment | 12345 |
Ground Service | 12345 |
Value For Money | 12345 |
Recommended | no |
"The flight itself was fine"
Simon Bourdin (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 Traveller | Solo Leisure |
Seat Type | Economy Class |
Route | Paris Orly to Rio de Janeiro via Sao Pauo |
Date Flown | April 2023 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Inflight Entertainment | 12345 |
Ground Service | 12345 |
Value For Money | 12345 |
Recommended | no |