Azul Airlines

Not Verified | I live in Germany. I have already tried to book flights via Azul airlines various times as I am a frequent traveller to Brazil. Unfortunately my experience with Azul Airlines never went further then trying to book a flight. It's mostly the payment or any other part of the internet service which does not work. Apparently it is not possible for a non Brazilian (or South American) citizen to book a flight -quite frankly I don't know what the problem is, however it is inacceptable. The first few times I tried to master this seemingly impossible task, the booking at least was simply canceled. The last time however, I was charged 328€ for nothing. I nor received an email neither a booking confirmation.

Not Verified | Domestic flight from Belo Horizonte to Brasilia on Azul. The flight was comfortable and on time. The service was friendly and offered a snack and a drink. There is nothing more that you can expect on a short domestic flight.

✅ Trip Verified | I arrived yesterday with my young son from New York to VCP, making a connection in FLL to an Azul flight. My baggage hasn’t arrived. What I can understand, problems happen. What I can’t understand is the way they are treating me. I called the number they gave me, not kidding 34 times from 8 am until 2 pm, nobody answered and when I called Azul they said they outsourced the baggage management and can’t do anything. After 5 days, if the problem is not solved, I should contact them. They may be kidding, they decide to outsource the business and it is my problem. In 5 days, I will be back in the US. It’s incredible how they treat the customer. BTW, there is nothing I can do, only wait.

✅ Trip Verified | Azul is the most dishonest airline I have even dealt with, after purchasing tickets to travel in April of 2020, I was under the impression that I was granted credit for not being able to travel During the pandemic. No further communication was had, and by the time I was ready to book the flight I was told I had to travel within 6 months, but the border was still closed! By the time borders were open and vaccines were out I was no longer able to use my “credit” and they kept my $2,000 dollars. Their customer service is rude, no matter what language you choose to talk in. I am Fluent in Portuguese, English, and Spanish. So it is not a language barrier. Just a dishonest and rude company. Such a shame company representing Brazil, from now on I will only deal with Companies from the USA when traveling to And from Brazil.

✅ Trip Verified | None of the ground crew speaks any English, which is a huge problem if your flight gets canceled and they announce what to do. The app is also only in Portuguese only2. While I am writing this, there is already another problem and I am rescheduled again ... nothing I want to get used to.

✅ Trip Verified | Azul Airlines used to be the best airline company of Brazil. Unfortunately, nothing lasts forever. The airplanes have been "remodeled", decreasing the space between rolls so that more seats could fit inside the airplane. Now even to get in your row is difficult. Business class is very expensive (we know the game: you pay more for more confort). So many seats have been squeezed in that you can barely turn on your own seat to sleep; moreover, there´s too many people for a few bathrooms; so bathroom lines are pretty usual during the flight. As I seat down, my seat was just filthy and had litter. It had not been cleaned I tried to sleep but the crew is so loud that you could hear the hitting of dishes, forks, knives, people bumping on your seat, load announcements for several times. I would not recommend this company to anyone.

Not Verified | They would not allow my wife to board the plane to come back to the USA. We had already been through the international security check point. She is a lawful US resident and I had to leave her behind and take our 21 month old son away from his mother kicking and screaming. She is still there and they charged her more than twice the round trip fare for a 1 way ticket back to the US. US customs informed me that it is illegal to deny access to a lawful US resident to the United States.

✅ Trip Verified | Horrible service when you most need them. We had our return tickets bought for January 5th (high season) and unfortunately my wife was tested positive for Covid-19, so when I reached out to Azul for help they wanted to charge me around BRL 28.000,00 to rebook our flights to the week after, an absurd! So, the solution was to cancel the flights and buy new ones with another airline! Worst possible after service ever, they could’ve just changed our high season tickets for new ones at no cost. Azul, never again!

✅ Trip Verified | Strong pressure at Check-in to prevent us from carrying hand luggage, despite the fact that they were within size. Iguaçu boarding was one, but VCP was completely chaotic as planned A321 was replaced by a A320N. Very efficient free wi-fi on board, plus nice entertainment. Crew extremely professional. Luggage took 35 mn to be delivered.

✅ Trip Verified | Be careful, despite buying highest fare, their policy is no refund. We bought 3 tickets at the highest fare Mais Azul for 1200 reais. We cancelled the tickets before departure. Very complicated process. No possibility to complete it through their website. 40 minutes on the phone with their call center. At the end the employee informed: "are you sure you want to cancel since this is a non refundable ticket". However I told him that was full fare, other airlines are refunding at least a part of it. Nevertheless he answered that is not their policy, that is other airlines' policy. Great customer satisfaction skills! In the end no email regarding the cancellation process. I think they have to give us something like 90 reais back (they could at least give us back the airport taxes right?) however it can take up to 12 months (according to their call center). In a nutshell, terrible experience. Go for other airlines like GOL. They have I believe better reimbursement options for highest fares.