Baku: Azerbaijan Airlines, a subsidiary of AZCON Holding, has prioritized digital transformation as a core element of its development strategy, with a focus on enhancing passenger comfort and expanding online sales channels for 2026. Throughout 2025, the airline rolled out numerous technological solutions aimed at improving the customer journey, from ticket booking to various travel-related services.
According to Azeri-Press News Agency, Vasif Mammadov, Head of Digital Commerce at Azerbaijan Airlines, highlighted the airline's commitment to a customer-centric digital experience. Improvements to the e-commerce platform have facilitated self-service options for passengers, allowing them to manage bookings independently. More than 25,000 passengers utilized new self-service features during the past year, streamlining processes and reducing reliance on the airline's Call Center.
Passengers now benefit from a real-time notification system that informs them of flight changes via email, WhatsApp, and the AZAL mobile app. This system enhances the ability to make timely travel decisions. Additionally, the online booking interface has been refined for greater flexibility in flight selection, and digital payment options like Apple Pay and Google Pay have been integrated, accounting for over 20% of mobile application transactions.
Azerbaijan Airlines has also expanded its ancillary services, offering options such as seat upgrades, extra seat blocking, and premium meal pre-orders. The introduction of services like the AZAL Upgrade Program and partnerships with international companies for travel-related services have further enhanced the customer experience.
The AZAL mobile application has evolved significantly, now serving as a primary engagement platform. With doubled user numbers and high ratings, the app provides features like real-time notifications and personalized travel management tools. This transformation positions the mobile application as a cornerstone of the airline's digital relationship with passengers.
Looking ahead to 2026, Azerbaijan Airlines aims to further enhance its digital platforms through a large-scale UX/UI transformation. This initiative, in collaboration with a global design company, seeks to refine navigation, speed up booking processes, and personalize user experiences. Additionally, the airline plans to integrate artificial intelligence technologies for deeper customer behavior analysis and improved support services.