A Pakistani family’s planned trip to Azerbaijan turned into a costly and frustrating ordeal after they were denied boarding twice by Azerbaijan Airlines (AZAL) at Islamabad Airport due to a missing “OK to Board” confirmation in the system - despite having written confirmation that it wasn’t required.

What followed has raised serious questions about customer service and refund practices: although AZAL’s head office twice confirmed a full refund by email, the airline later offered only a partial amount - far less than the US $3,672.60 the family claims is owed for their six unused tickets. The family also reports additional out-of-pocket losses including bank fees, travel costs and expired visas.

This case highlights how operational miscommunication in global travel can lead not only to financial loss but also to reputational damage - not just for an airline, but for a country’s broader tourism brand.

Full story: https://news.az/news/3-672-dispute-pakistani-family-challenges-azal-refund-offer-photos