This notice contains important information about your rights under Israel’s Aviation Services Law (Compensation and Assistance for Flight Cancellations and Changes in Conditions), 5772-2012 (the "ASL"). The rights referred to in this document apply in the following circumstances:
In the unlikely event that a seat is not available for a passenger with a confirmed reservation, we will seek volunteers to surrender their seats in exchange for benefits that we and the volunteer may agree upon before involuntarily denying boarding to other passengers. If there are insufficient volunteers and we deny you boarding involuntarily, you are entitled to the relevant rights set out in this chapter (same as in the event of flight cancelation), unless your boarding has been denied in circumstances where there are reasonable grounds to deny boarding such as reasons of health, safety, security, enforcement of law or inadequate travel documentation.
If we reasonably expect your flight to be delayed for two hours or more, but less than 8 hours, beyond its scheduled time of departure, you are entitled to the relevant rights set out in section 3 of this document.
If we reasonably expect your flight to be delayed for five hours or more, but less than 8 hours, beyond its scheduled time of departure, you are entitled to the relevant rights set out in section 2 and 3 of this document.
If your flight is cancelled, was brought forward, or delayed by more than 8 hours, you are entitled to the rights set out below (see following sections 1, 2and 3.). As regards your right to compensation, please note that the Airline is entitled to refuse compensation when:
The aforementioned provisions do not apply if you refuse to fly on the alternative flight because the alternative flight was not offered to your travel companion(s) or for reasons of security, religion or medical limitations.
If you are involuntarily denied boarding or your flight is cancelled or leaves before scheduled time or delayed by eight or more hours with respect to the scheduled departure time, you are entitled to receive, subject to the Exemptions provided hereinabove, the following amount from us:
The foregoing compensation will be reduced by 50% provided that the delay in the landing time at the final destination compared with the original landing time does not exceed the scheduled arrival time of the flight originally booked by 4 hours (flights falling under A), 5 hours (flights falling under B) or 6 hours (flights falling under C). Compensation, if due, will be made within 45 days of receipt of a written request to our Customer Services Dept. via our Contact us form. Compensation will be made by bank transfer or by other means as agreed to in writing by the passenger.
If you were denied boarding or your flight is cancelled, leaves ahead of time or delayed at least 5 hours, you may choose between:
If your flight is delayed by at least five hours and you elect not to travel, you are entitled to receive reimbursement as set out in point (a) above, together with, when relevant, a return flight to the first point of departure, at the earliest opportunity.
If you do not wish to continue with your initial travel plans when there is a delay of at least 5 hours, you may choose reimbursement or rerouting. However, if the flight's delay is due to a protected strike, you will only be entitled to reimbursement; and a) and b) above. Where it is not feasible for the Airline to arrange the care set out above, it will reimburse you for your reasonable receipted expenses upon application to the Airline Customer Services Dept.
Reimbursement in the amount paid for the Flight Ticket, including fees, levies, taxes and other obligatory payments will be made within 21 days of receipt of written application to our Customer Services Dept.
Reimbursement will be done through the entity that booked and paid for your ticket. If the ticket was purchased through a travel agent, you will receive the refund through it.
The assistance as described in this section is provided in the event that a flight time of departure is delayed by at least two hours from the scheduled departure.
If the Airline expects a flight to be delayed by at least 2 hours you will be offered free of charge:
If the Airline expects a flight to be delayed by 5 hours and less than 8 hours, you will also be offered free of charge, in addition to (a) and (b) above and if applicable:
If you are placed in a higher class of service than that stipulated on the Flight Ticket, you will not be subject to any extra charges nor are you entitled to any monetary compensation. If you are involuntarily placed in a lower class of service than that stipulated on the Flight Ticket, you will receive reimbursement of 100% of the price of the ticket for all flight segments longer than 4500 km. For flight segments less than 4500 km, the Airline will pay an amount equal to 80% of the value of the affected segment(s).
This Notice is required by Israel’s Aviation Services Law (Compensation and Assistance for Flight Cancellations and Changes in Conditions), 5772-2012. Any legal claim or action taken in the event of a dispute should be based solely on the legal text of the Law.