Last updated: 2025 · Basis: Law of the Republic of Azerbaijan «On Consumer Protection» (No. 1113).
1. How to file a complaint
- E-mail: [email protected]
- Phone: +994 12 310 30 60 (Mon–Sat 09:00–19:00)
- WhatsApp: +994 50 310 30 60 (24/7)
- Online form: Contact us
2. Information to provide
- Booking reference (VYG-...)
- Customer's full name and contact
- Description of the incident, date and time
- Supporting documents, photos or screenshots
3. Response timing
- Acknowledgement: within 24 hours
- Initial response: 7 calendar days
- Final resolution: 30 calendar days (statutory maximum)
4. Escalation
If you disagree with the outcome, you can escalate to:
- State Antimonopoly and Consumer Market Service — aimas.gov.az
- Central Bank of Azerbaijan (payment complaints) — cbar.az
- City courts of Baku
5. Complaint registry
All complaints are recorded in our internal registry and retained for 5 years.