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The Complete Guide to Azul Brazilian Airlines Complaints & Customer Service Contacts

Joanna Teljeur

By: Joanna Teljeur

Last Updated: May 29, 2025

What happened on your recent Azul Brazilian flight? Whether you had a delay or a disappointing cabin experience, your concerns deserve to be heard. In this guide, we’ll give you the contact information you need to file a complaint, as well as some tips on how to have the best outcome possible.

What Azul Passengers Complain About

Flight cancellations and delays, unexpected fees, uncomfortable seats . . . A lot can go wrong. Most travellers complain to Azul after a flight disruption, but you can complain about baggage loss or damage, seating class downgrades, denied boarding, or anything else you feel deserves attention.

Whatever you experienced, it’s important to understand your rights as a passenger by reviewing Azul’s contract of carriage. If you reference your passenger rights when you contact the airline, you’ll get a better response and even compensation in some cases.

For example, if your luggage was mishandled, you could get roughly £1,651 in compensation based on the rules of the Montreal Convention.

Disrupted flight? You might have a right to compensation - up to €600Check Your Flight

Azul Customer Service Phone Number

Calling Azul is best if you need immediate answers, like if you had a cancellation and you need help with a rebooking. Also, if you need to change your reservation, and you can’t do it online, you can call the customer service number for assistance.

+55 11 4003 3255
+351 800 602985 - From Portugal (toll free)

Azul via Chat & Social Media

If you cannot get in touch with a representative by phone, you can always try sending a direct message by using the Azul Brazilian chatbot found on the website. Also, if you need help quickly, you can try sending a message to Azul on their social media channels.

If you do contact them through social media, don’t share any sensitive information like credit card or banking details, and be very careful about answering unsolicited messages.

You can reach Azul on the following social media platforms:

Contacting Azul Brazilian for Complaints & Claims

If you’re requesting a refund or compensation, or you need to submit a formal complaint, which is best to do in writing. Azul has a contact form for this purpose, but you can also email them.

Azul Brazilian Email: contato.site@voeazul.com.br

You will need to provide all the relevant information about your flight and what happened, including:

Dates, times, and specifics about your specific issue
Supporting information to serve as evidence of your situation.
Awareness of your passenger rights.

Tips for Submitting a Complaint to Azul

Be clear and polite. Tell them clearly why you’re complaining, and describe your situation in a straight-forward, simple way.
Keep a record of your complaint. Take screenshots of the contact form before sending it, and keep track of the date and time that it was sent. If you follow-up with the airline, you’ll need this information to show when you originally contacted them.
Be patient and persistent: Remember that customer service agents are doing their best to help you quickly and efficiently, so a little kindness goes a long way.

a man with tablet in airport

What if You Don’t Get a Response?

Azul probably won’t answer right away. In fact, it can take a week or more to get a reply and a month or more for your concern to be addressed.

If you don’t hear back from Azul Brazilian in 30 days, here’s what you should do:

Follow up by using the contact form again, and include the date and time of your first message.
You can also escalate your case to your National Enforcement Body.
Let AirAdvisor handle your claim or complaint for you!

Need Help with Your Complaint?

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Author:

Joanna Teljeur

Job/Position: Editor, Senior Writer

Joanna is a writer, editor, and consumer rights advocate.

Had Issues with Azul Brazilian Airlines Flight?

You might be able to get up to £520 (€600) for your trouble!

Complaints

Ludmila Rodrigues Lemos Barcelos

Technical problems

Jan 11, 2025

My flight was cancelled . I have stayed 14 hours in the airport and I’ve got a severe cold due to the lack of organization of the company . My husband got very sick in the flight .

Gustavo Duarte Tomaz De Sa

Don't remember

Dec 26, 2024

Azul had a delay of more than 6 hours for flight AD8701, which was originally scheduled to depart from Orly at 11:20 AM on December 25th and arrive at VCP, Brazil, at 7:15 PM. In reality, we departed Orly at 6:09 PM on December 25th and arrived at VCP at 2:11 AM on December 26th. The only communication from Azul regarding this matter was an email sent less than 24 hours before the flight (specifically at 3:00 PM CET on December 24th), offering a voucher worth R$300.00 (300 Brazilian reais). This email also informed passengers that the flight would be delayed by more than 6 hours. I tried to contact Azul to understand more about this voucher and received two different responses. Firstly, I was informed that the voucher can only be used for new Azul flights, must be redeemed within 15 days, and the flight must be booked within 3 months of receiving the voucher. Furthermore, the flight itself cannot take place later than 12 months after the voucher's activation. This makes the voucher useless for me: I live in France, and Azul does not operate internal flights in Europe that would be practical for my situation, also, the limited time for the usage of the voucher is even worse in this case. Additionally, the voucher does not cover the extra expenses I incurred, since it is just a bonus for a next buy with Azul, including the cost of a new bus ticket from Campinas to Belo Horizonte, extra meals, and Uber rides, totaling more than €60. On top of this, I arrived in Belo Horizonte more than 12 hours late, as I had to wait until the next morning to take a new bus. In summary, I lost more than €60, had to spend half a day in Campinas (sleeping in a bus station) waiting for a new bus trip to Belo Horizonte, and received a voucher that is entirely unusable in my situation (if not abusive, since the supposed compensation forces you to buy a new ticket with the company).

Alex Mademochoritis

No reason given

Dec 17, 2024

I arrived at my final destination 12 hours later from what I had planned initially. The airline gave no reason for this sudden change and only informed me a day before my flight. They provided me with a 300 real voucher, which I was told I could use it to spend the night in a hotel. I arrived at Campinas and after asking multiple Azul employees about the hotel, they told me to go to the desks of Azul to speak to a representative. There was a huge line of angry and confused customers like myself. I waited in this line for 2 hours and 30 minutes (no exaggeration). I arrived at the line at 23:00. When my turn came at 01:20 , the Azul employee told me that my hotel stay is taken care of and all I had to do was wait in another line where a bus will come to take us to the nearest hotel. I then realised, there was never a reason to wait in the line I had waited and I could've taken that bus hours before. By that time it was 02:00 in the morning and I was exhausted and I didn't want to wait in another line. My flight to Belo Horizonte was coming up soon and going a hotel that was 30 minutes away, to sleep for 3 hours and come back seemed like a pointless service. I and other customers decided to instead try to sleep in the airport, which proved to be impossible. After hours of trying to sleep in the airport, I gave my luggage to an Azul employee to put it in the next flight to Belo Horizonte. When I arrived in Belo Horizonte, I realised that my luggage was left behind. They asked me sign to a form declaring the lost luggage and now I'm waiting for Azul to send it to me. This was by far the most difficult trip of my life, made even more difficult by a terrible service.

Wilson Graciano Da Silva

No reason given

Dec 16, 2024

I was doing my check in about 22 hours before the flight, and I noticed that the dates were different. I called the agent I purchased the tickets through an she told me that my flight was cancelled and that I have another plane the next day and I can make the choice of which hour or date to move it to. I had a connecting flight from VCP to CNF,and of course that was also delayed. I would love to understand if I have any chance of winning something. In addition I thought when filling the form that you requested my email but it seems that you need the email of the agent who purchased the tickets for me?

Hakim Nasser-Allah

No reason given

Nov 14, 2024

I missed my evening flight from Sao Paulo to Fortaleza, I had to be rebooked for the morning and missed one day in transportation.

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Azul Brazilian Airlines Complaints

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Recent Azul Brazilian Airlines flights eligible for compensation

Recent Azul Brazilian Airlines flights eligible for compensation

Did you have any connecting flights within this journey under the same booking?

The Complete Guide to Azul Brazilian Airlines Complaints & Customer Service Contacts

What Azul Passengers Complain About

Azul Customer Service Phone Number

Azul via Chat & Social Media

Contacting Azul Brazilian for Complaints & Claims

Tips for Submitting a Complaint to Azul

What if You Don’t Get a Response?