EL Al Airlines Customer Service Issues

I missed my flight at JFK airport and approached the ticket counter. The clerk directed me to the flight supervisor. The supervisor spoke with my agent who issued the original ticket and provided instructions. Initially, I was told I was on standby and would likely board the next flight in around an hour. However, after waiting, the supervisor informed me around 2:30 am that I was never on standby and could not accommodate me on the flight. I am still trying to reach Israel. What are my next steps at this point?

I have been having trouble contacting the EL AL Medical department regarding my flight tomorrow. I was instructed to wait until normal US business hours to speak with Rona. I have been calling their number for over three hours but haven't been able to reach anyone after waiting on hold for 15-20 minutes each time. I urgently need information as I am traveling alone with a medical condition and need to know EL AL's requirements. Could you please provide another contact number or ask Rona or any representative in the US office to reach out to me? I can be reached at [redacted]. Thank you for any assistance you can offer. Warm regards, Denise Denenberg Alkoby

Our El Al Flight, number LY 21 on June 16, [redacted], departing to JFK in NYC at 11:30 pm, faced a delay until June 17, [redacted], at 6:50 am due to a pilot strike. The delay incurred extra costs such as hotels, missed connections, meals, transportation, and a new flight to Chicago, Illinois. We are seeking full reimbursement for all the expenses and inconvenience caused. Following a 3-week trip to Israel for our granddaughter's Bat Mitzvah, the experience at the El Al terminal in Tel Aviv left us extremely dissatisfied with the customer service. The long wait in line almost caused us to miss our flight. It's important for Israel to improve its image starting with its own airline and service towards passengers. Passengers: Miriam S., Sam S. Reservation Code: J6EZNL.

Hello, I am Miss Hannah Heimann. I flew with ElAl on July 31st, and unfortunately, my baggage was delayed and arrived damaged. The bag has a large hole at the bottom, the handle is broken, there's a dent on the edge, and it's all scruffy. The damage makes it unusable. The bag is from an expensive brand I purchased within the last year, worth over £[redacted]. I've attempted to submit a complaint online multiple times but keep encountering errors at the end of the process. Calling customer service also proved futile, as I was stuck listening to the ElAl jingle endlessly. I even emailed receipts for items purchased due to the delayed baggage and received no response. I am currently on holiday and frustrated with the lack of assistance. I hope to hear from you soon. Thank you, Hannah.

Hello, I am writing regarding our lost baggage from our recent El Al flight LY11 from Tel Aviv on September 3. Despite filing a lost baggage form upon arrival, we have not received any updates. The black wheeled duffle with rainbow duct tape on it is labeled with tag LY [redacted]. After reaching out to multiple El Al offices and receiving limited assistance, I discovered that my case's claim number is JFKLY39599. The bag was transferred to Warsaw, Poland, and then back to JFK via LOT Airlines, where it is currently located. Despite numerous attempts to communicate with El Al, we have not received any response. We are located very close to JFK and would appreciate prompt action to retrieve the bag from LOT Airlines. Please contact us at [redacted], [redacted], [redacted], or [redacted] immediately. We have been loyal customers of El Al for many years and expect better customer service. Your prompt attention to this matter is greatly appreciated. Sincerely, Malka E.

Subject: Compensation Request Due to Cancelled Flight Hello, I am writing about my unfortunate experience with the cancelled El Al flight from Larnaca to Tel Aviv on Nov. 3rd. As a result, my wife and I were left stranded, impacting our Backroads Biking Trip and incurring several unexpected costs: 1. We had to book Business Class tickets with Aegean Airlines for Euro [redacted] on Nov. 4th. 2. Missed a day of biking with Backroads team, requiring additional transportation for Shekel [redacted]. 3. Stayed an extra night at Hotel Sun Hall in Larnaca for Euro [redacted], plus Euro 26 for taxi rides. 4. Missed the prepaid stay at the David Intercontinental Hotel in Tel Aviv for USD$ [redacted].00. I am requesting to speak with a Customer Service representative to address and compensate for these significant expenses. Kindly reach out to me at: Danny Di Perna [redacted] [redacted] mobile CDN [redacted] [redacted] mobile USA Thank you for your attention to this matter. Best regards, Danny

I have not received the promised refund for my flight. My original booking number was J2UTX3 for a Boston-Tel Aviv-Boston itinerary. El Al canceled my Tel Aviv-Boston flight on Nov 20, so I contacted a representative on Nov 21 at [redacted]-3-[redacted]. I requested a full refund, including for my upgraded seats, and was issued a new booking number, WWVZWC. Despite being charged for the new expenses, the refund for the original booking has not been processed. I appreciate your prompt attention to this matter. Additionally, when I tried calling [redacted]-3-[redacted] today for reservation changes, the menu options were unresponsive during two attempted calls. Thank you for addressing these issues.

I was on LY [redacted] last night from JFK to Tel Aviv. The plane was grounded for over 5 hours without any service until almost the 4th hour. While we eventually found out that beverages were available, an announcement would have been appreciated. Upon arrival in Tel Aviv, we received a $[redacted] voucher and chocolates, but considering the delay, I would like a refund as per the policy for tarmac wait times. Moreover, my clothing was wet upon unpacking, likely due to a TSA inspection note. Can you clarify how this happened? I plan to return in May and would like information on Dreamliner flight schedules from JFK to Tel Aviv. Thank you for your assistance.

I had a negative experience with the Israel office regarding my return flight booking. On 3/25/19 at 4:45 pm, I called to reserve my open ticket to New York for 5/13/19 at 12:20 am. The confirmation was unclear, prompting another call. I was mistakenly charged $50 for a flight change that was initially correct. On 3/25/19 at 7:18 pm, it was wrongly altered to 5/12/19, which is not feasible for me on Shabbat, incurring a $[redacted] charge. Despite explaining this, I had to pay an extra $[redacted] to revert to the initial booking. A $50 reissue handling fee was also added. The agents were rude, and I felt unfairly charged for corrections that were not my error. The situation feels like repeated unnecessary charges. Kindly investigate this matter and contact me at [redacted]. Thank you, Rachel Hutt.

I'm concerned that one of our bags may not have been properly tagged by the El Al representative at Tel Aviv Ben Gurion airport. We were instructed to pay for the additional bag down the hall, where we assumed it would be tagged, but instead, we only received the last boarding pass and a payment receipt. Unfortunately, the bag did not make it to Los Angeles with us. I suspect it might be in the unclaimed baggage department at Ben Gurion airport. The bag is a shiny pink, full-size hardshell suitcase with my luggage ID attached. We paid $[redacted] for the extra bag. Our flight reservation includes myself, Patty K., and another person, and our confirmation number is OZTMXG. Can you please assist in locating the missing bag at Ben Gurion airport's lost baggage department? Thank you for your help. Deborah M. H.

My name is Tina Ginsburg, and I was on Flight [redacted] from TLV to JFK on April 10, [redacted]. We faced multiple delays due to engine problems, resulting in a prolonged wait on the plane. Despite being offered minimal refreshments, there were no meals provided during the 5-hour flight. Passengers resorted to getting their own food. The service seemed disorganized, as breakfast was abruptly switched to lunch. The overall experience was exhausting, causing me to miss my connecting flight and spend additional hours at JFK airport. As a 74-year-old traveler, this challenging journey was particularly difficult for me, especially since it was my first and only trip to Israel. Unfortunately, the experience with EL AL fell short of my expectations.

I booked a non-stop flight from Miami to Tel Aviv and paid $4,[redacted].84 on Feb. 2, [redacted], using my United Chase Visa card. I did not receive a receipt for the payment, and two weeks ago, the flight got canceled without explanation. I am seeking the confirmation number and the reason for the cancellation. My name is Dorothy Helen Parsons, and due to my age-related medical condition at 81 years old, I cannot travel. I need a refund for the canceled flight to provide proof of purchase for travel insurance reimbursement. Please resolve this matter promptly as I urgently require the funds. Thank you for your swift attention to this issue. Contact me at [redacted] or via [redacted] or [redacted].

I am seeking assistance regarding my $[redacted] refund owed to me by El Al for a flight from Tel Aviv to Los Angeles that was diverted to Toronto on New Year's Day. Despite multiple attempts to contact Customer Service in Israel and El Al in New York, and communication with a representative named Rina Moyal who claimed a check was sent in March, I have not received it. Since January 1st, [redacted], I have faced difficulties reaching a resolution. My booking code for the flight is S5YA7N. Currently, I have been on hold for 20 minutes trying to connect with a representative. The lack of human interaction and customer support has been frustrating. I urge for a prompt and efficient resolution to receive my refund after nearly 5 months of waiting.

Hello, I am an 80-year-old man, standing at 6ft 2in, and a proud father of two children - one is a Lawyer and the other a Doctor. We recently visited Jerusalem for Pesach. Unfortunately, our outbound journey to Tel Aviv Ben Gurion was marred by our sturdy Samsonite case being damaged, which we reported to the ground staff upon arrival. Now that we are back home, we need to address the repair (Ref TLVLY29874/17APR19/1503GMT). Last night, my wife and I flew with ElAl from Tel Aviv BG on flight [redacted] to Luton. I found the Boeing [redacted]/[redacted]/[redacted] to be quite cramped and confining. Despite this, I want to commend your hardworking staff who perform admirably under challenging circumstances. I do want to bring to your attention an incident from last night's flight that caused us and surrounding passengers great distress. We were seated in row 47 AB, and a kind family in row 46 moved to allow a young couple with two very young, disruptive children to sit together in their seats. The children, possibly aged four and two, were inconsolable throughout the five-hour flight, causing disturbance to fellow passengers. Despite attempts to address the situation, the disruptive behavior continued unchecked, leading to a heated confrontation. We feel that compensation is warranted due to the unpleasant experience. On a personal note, I was seated by the window (seat A) and had to endure the constant kicking of the seat in front by the child behind me, which further contributed to our discomfort. It is crucial for your staff to receive additional training on handling disruptive passengers to ensure a more pleasant journey for everyone involved. Sincerely, Chris Woodward Matmid member

I flew from Tel Aviv to Strasbourg via Marseille with El Al and Volotea. At the airport, I paid for checked luggage with El Al. Concerned about the transfer, the ticketing clerk called the supervisor, who confirmed my suitcase would be transferred to Strasbourg. Despite their assurances, my luggage did not arrive. I filed a claim in Strasbourg with reference number SXB V [redacted] but have not received any updates since Thursday, May 2. I had essential items in the suitcase and am eager to have it returned. I previously lost a large suitcase on an El Al flight. Please assist in locating my missing luggage. Thank you for your attention. My contact information is [redacted] and [redacted]

Hello, I am Mr. Ashwinkumar Kakadiya, and I recently traveled with ElAl on May 14th. Unfortunately, my baggage was received late and severely damaged. The bag has a large hole at the bottom, the handle is no longer functional, and there are dents and scruff marks all over. The damage is extensive, rendering the bag unusable. I purchased this expensive bag less than a year ago, valued at over £***. I have attempted multiple times to submit a complaint online, but each time I encounter an error at the end of the process, forcing me to restart. Frustratingly, calling the customer service line only led to listening to music endlessly without resolution. Moreover, my emails regarding receipts for replaced items during the baggage delay remain unanswered. While on vacation, I am finding this situation burdensome. I kindly request prompt assistance from ElAl Airlines. Thank you, Kakadiya.

I have a nonstop flight scheduled for Tuesday, June 4 from LAX to TLV in business class. I need to confirm my booking and check my seat details for flight 6. My El Al confirmation code is likely JYVQQY. I booked these flights through Amex Travel using Amex points and an American Express charge. The ticket numbers are [redacted][redacted] for Holly A Strom and [redacted][redacted] for Joel Lawrence Strom. I can't see these reservations on El Al Matmid website, and there's an issue with my name on the ticket not matching my passport exactly. I'm concerned it may affect check-in. I've tried to contact El Al via email at [redacted] and by phone at [redacted], but didn't receive the 4-digit code. I'll attempt to reach out through another email.

I encountered two issues today. Firstly, I attempted to pre-check-in online, enduring a lengthy wait, only for the check-in page to seemingly accept my check-in without providing a boarding pass. Subsequent attempts were unsuccessful as I was blocked from checking in again. Secondly, my female partner, who is included in my reservation, is an insulin-dependent diabetic relying on an insulin pump that could be damaged by x-rays. She is willing to undergo a pat-down and have the pump inspected at security, but it must not be subjected to x-rays. I am concerned about whether this will pose a problem as we are scheduled to depart from JFK tomorrow on Flight LY4.

I recently booked a flight for my wife and myself through Travelocity with El Al from Paris CDG to Tel Aviv TLV on July 15, [redacted]. Unfortunately, I made an error in my wife's name. After reaching out to Travelocity, they involved an external company to assist with the name correction. We have submitted two photos of my wife's passport as requested by the outside company. The itinerary number for our reservation is [redacted][redacted], and my wife's ticket number is [redacted][redacted]. The incorrect name entered is Dioane Dell when it should be Diane Dell. I admit I made the mistake while booking on my new computer. As a 70-year-old, I overlooked this error late at night without my glasses. We are starting our journey to France today and will be heading to Israel in a week, so we are feeling anxious about this situation.

To whom it may concern, I am reaching out to express my dissatisfaction with a recent experience I had with EL AL on July 28, [redacted]. I was scheduled to board the 10:20 am flight from Athens to Tel Aviv under Reservation #: PHKF9C. Unfortunately, a delay with my initial flight from Mykonos to Athens due to overbooking caused me to miss my connection. Despite being checked in and the flight not yet departed, I was denied boarding as advised by the check-in staff in Athens due to anticipated security questioning delays. Subsequently, I and my companions were promised seats on the 8 pm flight at no extra charge, which was later contradicted at check-in. The lack of consistency and professionalism from the EL AL staff was disappointing, especially considering my loyalty to your airline. Despite the circumstances, I was obliged to purchase a ticket to not miss my onward flight to Los Angeles. I am hoping for a prompt resolution from EL AL to rectify this issue and provide the refund as needed. I appreciate your attention to this matter and look forward to your response. Best regards, Gentille J.