EL Al Airlines Customer Service Issues

I purchased a ticket from El Al from Tel Aviv to JFK for February 2nd to March 7th. The website charged my card $1,[redacted].92, but I didn't receive confirmation of my booking. I am unsure if my ticket was issued.

My return flight to Tokyo for October/December [redacted] was canceled, a full year after booking and paying the full amount. I accepted the [redacted]% deal to travel in Oct [redacted]. However, I'm having trouble processing my request due to the automated response system. I've tried reaching out on WhatsApp without success as it keeps sending automated messages in circles. Despite receiving regular messages asking if I need help, responding only triggers the auto-responses. I can't find a suitable number to address my issue or provide an e-ticket number. I have the confirmation email below but can't move forward. How can I resolve this confusing situation?

On October 15, [redacted], I received a message from EL AL confirming that I would soon receive an email regarding my refund request for the airfare charges related to flight LY 1 on March 12, [redacted]. This flight was canceled due to Israel closing its borders because of Covid-19. The two tickets were purchased on October 1, [redacted], with booking code OGGZZL, totaling $[redacted].92. I do not want a credit and have no plans to fly with EL AL in the future. I am aware of EL AL's refund policy, which states that if I decline a credit, I am entitled to a full refund after one year from the ticket's purchase date. I am now requesting a full refund. Thank you. - C. B. Ammons

In March [redacted], I made a reservation through El Al's flight booking system. However, the online cancellation tool was not functional by the end of February. I managed to contact El Al customer service on February 28, [redacted], around 9 am EST. The representative confirmed the cancellation without providing a confirmation number and mentioned that the refund, minus a cancellation fee, would be processed within a month. Unfortunately, I have not received the refund yet. Due to the current situation, contacting El Al by phone has been difficult. My booking reservation number was VVG3MW. I kindly request assistance in resolving this matter and processing the refund promptly. Thank you, Sophia F.

As a parent of a lone soldier, I discovered the program offering a complimentary ticket for a ceremony for my son through Garin Tzabar Miami over 2 years ago. It was an exciting prospect as traveling to Israel is financially challenging for me. Unfortunately, due to the pandemic, I have missed all ceremonies since. I recently learned that the program has been discontinued, and my son has completed all his ceremonies. I feel this is unfair. I desire to visit Israel to be present for my son and visit the sites of the ceremonies to feel connected. I am hopeful that El Al could uphold its commitment to me as a parent. Being far away from my son, who is my 2nd child in the IDF, is truly heartbreaking. Thank you for your consideration. - Paula D.

I had plans to fly to New York from Israel last Tuesday. Unfortunately, my flight got canceled, but I managed to secure a new ticket through Elal.com for a flight from Tel Aviv to Newark on March 16th. I recently discovered that there are additional flights departing from Israel this week and I am interested in potentially changing my ticket to an earlier flight. I made the booking directly on the Elal website and have been unable to find any options to modify the tickets. I would appreciate any guidance on this matter.

Dear Partners, I am reaching out from the Force Majeure department to ensure our frontline agents have the most up-to-date policies regarding airline procedures during this trying time. We aim to streamline communication and prevent unnecessary backlogs for specific cases. We kindly request the latest COVID-19 flight policy updates, including information on refunds, rebooking, rerouting, open tickets, and vouchers. We seek clarity on restrictions for eligible tickets on UN/TK flights and any additional flexibility for HK flights. Your prompt response with detailed guidelines is greatly appreciated. Please provide insights to assist our agents in handling PNRs correctly as per the current policies in place due to unforeseen circumstances. Thank you for your cooperation in advance. Best regards, Christina K. Force Majeure

Urgent Assistance Needed Hello, We currently have flight tickets booked from Baltimore, Maryland to Tel Aviv but need to change them to a different day that week. Despite reaching out on WhatsApp, we haven't received any assistance. The situation is complex for two reasons: 1. My wife received an email with someone else's year of birth and was instructed to use a new email address to make changes. However, she is unable to access the flight information with the new email. 2. Our flights were originally scheduled from BWI to JFK to TLV, but they were changed to BWI to MIA to JFK to TLV. This alteration creates a challenge as our PCR test needs to fall within a 72-hour window. If we don't make this connection, we risk being stranded in JFK. We are considering flying to JFK through another airline if necessary. If we don't speak to an agent and resolve this promptly, we may have no option but to cancel, which is disappointing as we are frequent travelers to Israel and wanted to give EL AL a chance. We hope to change our flights to May12th Wednesday to fly together. Marsha B., Booking code: WXHM4I, Ticket number: [redacted][redacted], May 9, [redacted] Samuel B., Booking code: J2FUS3, Ticket number: [redacted][redacted], May 13, [redacted] Thank you.

I bought a round-trip flight ticket from TLV to MIA in January [redacted], but it was canceled due to an airport closure in Israel. After a chargeback that was ruled in the airline's favor, I was billed again on my credit card. The airline offered me a voucher, but I am having trouble accessing it to use for a new flight booking. I have emailed their cancellation team but have not received a response since March 22nd. I prefer not to use WhatsApp for communication. My main request is for a refund or the voucher promised, and for the airline to promptly address this situation, as they have held onto my money for over a year without proper communication. The customer service experience has been very disappointing and frustrating.

My spouse and I had reservations for a trip from London to Tel Aviv on October 4, [redacted], flight LY316, returning on October 19, [redacted], flight LY315, with booking reference PEC6GF. The tickets, Ticket No. [redacted][redacted] for Dr. S. Contractor and Ticket No. [redacted]27 for Mrs. N. Contractor, were in Premium Class, and we paid £[redacted].35 for the round-trip. Due to Covid, the flight was canceled, and El Al offered a [redacted]% credit voucher valid until December 31, [redacted], through an email from Meital at El Al's customer service in Israel on October 14. Despite several attempts to confirm via email, we faced bounce-back issues. Calls to El Al and the London office went unanswered, and their website only reflects a $6.69 voucher instead of the correct £[redacted].35. Seeking assistance to either receive a voucher for future booking or a full refund, as reaching El Al staff has been challenging. Any guidance or contact information for their customer service department would be greatly appreciated. Thank you, Sorab. Phone: +44-[redacted].

Hello, We are a group of around 40 people currently stranded in Bucharest due to multiple cancellations of our Wizz Air flight back to Israel. The original flight was scheduled on 13.05.21. We are in urgent need of assistance and are wondering if there are any available flights from other airports in Europe such as RODOS, Larnaca, or Athens that could take us home. Our current situation leaves us without accommodation starting tomorrow, 17.05.21, and Wizz Air has informed us that the next possible flight might be on 20.05.21. We are exploring options and wondering if there is a way to return to Israel through El Al from another European country. Your prompt help is greatly appreciated as we are eager to reunite with our families. Thank you for your understanding. You can reach us via email at [redacted] or on WhatsApp at [redacted] or [redacted]. We are willing to provide any necessary documentation, including new PCR-COVID tests, even though it's costly for us as we are already vaccinated. Thank you.

Good morning, I am scheduled to return to Israel on Wednesday, June 2nd. I am aware that the necessary Covid test must be done 72 hours prior to the flight, which would be no earlier than Monday, May 31st. However, as that day is Memorial Day in the US, all testing facilities will be closed. I am wondering if EL-AL will accept a test taken on Friday, May 28th instead. Alternatively, would they allow me to postpone my departure without any cancellation fees, so I can get tested within the required timeframe? A few key points to note: - I am an Israeli citizen returning home - I have already purchased my ticket (reference 47KROU) - I have received both doses of the Pfizer vaccine I appreciate your prompt response. You can reach me at [redacted] or by phone at [redacted]. Thank you, Elie AVRAHAMI

My daughter is set to travel to Israel this Wednesday night with her husband and 13-year-old son to visit their grandfather for his Bar Mitzvah celebration. They have El Al tickets for a flight from Newark at 9:00 p.m. and all carry letters confirming their antibodies and valid passports. Can anyone advise if there will be any issues entering the country? The grandfather is an Israeli citizen residing in Rechavia and a Rabbi there for 24 years. We hope this trip can be a special experience for all involved. Thank you for your assistance. Regards, Esther Wein.

Subject: Urgent Flight Date Correction Needed Hello, I made an error while booking my return flight. I mistakenly booked it for November 18th instead of October 18th. This correction is crucial as we have premium seats booked for Phyllis and Lawrence Pertnoy to attend our grandson's wedding in Jerusalem. We have not visited our Israeli family in years and are only staying for two weeks. Please assist with changing our flight from November 18th to October 18th. The booking details are as follows: - Passengers: Phyllis and Lawrence Pertnoy - Booking code: PELR7E - Ticket #: [redacted][redacted] - Flight: LY27 - Premium Seats - Fare Basis: BJAPEUS Your prompt attention to this matter is greatly appreciated. Thank you, Phyllis Pertnoy

Regarding Reservation No. UYY643, I was surprised to receive an email indicating my seat change, only to later realize that my flight was also changed! Shouldn't I have been notified by phone or email about this change to select my preferred flight? Shouldn't I be compensated for this inconvenience, especially as a loyal EL AL frequent flyer? As I have a strong preference for window seats due to difficulty flying otherwise, I called your office to request my original window seat, only to be informed that window seats are available for $99 each. Shouldn't I be entitled to my original seat at no extra cost? Can I not receive a complimentary luggage allowance as a gesture of goodwill for this inconvenience? Please consider how to treat loyal customers respectfully. Thank you.

We bought tickets for our church group's trip to Israel from March 15 to March 25, [redacted]. Unfortunately, our flight got canceled on February 11, [redacted]. Trying to reach El Al has been challenging; they are not responsive by phone or WhatsApp. They have given us options for a credit or refund, but we now prefer a refund. We planned to go in November, which got postponed, and now even the next November seems uncertain. We would like to use the refund for a vacation at home and reschedule our Israel trip for a later date when things are more settled. Getting through to confirm the refund status has been difficult. I, Darren L. T, and my companion, Cindy (Cynthia) L. T, have tried reaching out via WhatsApp, customer service, and the NY ticket office.

My flight code is VYWHMI, departing from LAX to Israel on October 13th, with a return on October 25th. I'd like to switch from Premium to Business Class for the outbound flight to Israel and to Economy for the return leg. The fare difference is $1,[redacted] for Business Class and $[redacted] for Economy, totaling $2,[redacted].12. I'm willing to pay the extra amount. I prefer seat 13K for the LAX to TLV leg and seat 22H for the return. Please contact me at +1-[redacted]. Thank you.

Hello, I have a flight booked from Washington to Tel Aviv on 13.10.[redacted] with booking reference UP3RIO. The itinerary is as follows: - Washington to Charlotte 1[redacted] - Charlotte to New York 1[redacted] - New York to Tel Aviv 1[redacted] (+1) My original request was changed by ELAL. The new flight does not provide sufficient time for me to transfer terminals and meet security requirements in New York. I believe a minimum of 2 hours is necessary. I kindly request to review and adjust the flight accordingly before my trip next week. If needed, please call me at my cell phone 0[redacted]02. Additionally, I would like guidance on reserving a seat in the Economy area. Thank you for your assistance. Best regards, R.C.

My booking, reference number 37IMQM, is for a flight from Tel Aviv to CDG on 30 Sep [redacted]. Currently in Amman, I am unable to enter Israel due to border restrictions, despite being a vaccinated American. I do not meet the current travel criteria. I initially booked the flight when Israel was open, and now I am facing a monetary loss. My booking agent is unable to assist beyond offering credit for the same flight until April [redacted]. Unfortunately, I cannot afford to make another trip in that timeframe. As a 72-year-old retired Vietnam and Gulf War Veteran with [redacted]% Service Connection Disability, I am hoping for some flexibility given the evolving Covid situation. I kindly request your understanding and consideration in this matter. Thank you. Sincerely, Cesar Valdez Jr. Email: [redacted] Phone: 1-[redacted]

Hello, I am an Israeli citizen residing in the US for over 30 years, holding an American passport with my wife and two adult children. Our flight to Israel is scheduled for November 19th from New York. I've recently learned that a negative PCR test taken within 72 hours of the flight is required for boarding, with the passport number needed on the document according to the Israeli Health Ministry. Will ELAL staff check the passport number on the PCR at check-in? Local testing facilities do not typically include this information. Your prompt response is appreciated as time is limited. Thank you, R. Levy