EL Al Airlines Customer Service Issues

I am experiencing difficulties using the website to book frequent flyer tickets through MATMID. The call center was closed when I tried to contact them, and the robot responses on What's App were not helpful. The email inquiry form on the website requires flight information, but I haven't been able to book a flight yet. The response time for email inquiries is 14 days. When attempting to log in, the system prompted me to reset my password. Although the text option didn't work, the email option did. However, I couldn't find a way to change the temporary password to a permanent one. I'm trying to consolidate points for my husband and myself but encountered issues booking separate flights. Despite being logged in, a request for a MATMID number appeared, causing errors during the booking process. We have a modest number of points we wish to use while ensuring we receive credit for future flights.

Hello, I came across a concerning statement on the El Al website that needs to be addressed. While trying to change my seat for an upcoming flight, I was shocked to see that the EL AL SPACE seat was labeled as "Not allowed for passenger with special needs." This kind of language is discriminatory and should not be tolerated. It is important that all passengers feel welcome and accommodated without facing such offensive restrictions, whether for physical issues or age. The statement also mentioned restrictions for babies and children under 15, which is equally troubling. I hope this issue can be resolved promptly by someone who can address these unprofessional statements. Thank you!

Hello. Regarding my preferred paid seat. My flight back is LY26 on Thursday, February 24 from New York. I was supposed to fly on the 20th of the month and even purchased a seat with extra legroom for $99. The ticket for the 20th got rescheduled to the 24th, but it seems the paid seat was not automatically transferred to the new ticket. I will attach the payment confirmation for the seat and my flight ticket. I would appreciate it if you could transfer the preferred seat right to the Thursday flight. Thank you. Genia IG. [redacted] Hello. Regarding my preferred paid seat. My flight back is LY26 on Thursday, February 24 from New York. I was supposed to fly on the 20th of the month and even purchased a seat with extra legroom for $99. The ticket for the 20th got rescheduled to the 24th, but it seems the paid seat was not automatically transferred to the new ticket. I will attach the payment confirmation for the seat and my flight ticket. I would appreciate it if you could transfer the preferred seat right to the Thursday flight. Genia IG. [redacted]

I will be traveling to Israel next month to visit my family in Jerusalem. At 82 years old, I have been traveling across Israel for years. With the recent unrest in Jerusalem and on the roads, I am worried about the safety of my wife, myself, and our children and grandchildren who often accompany us or study in Israel. A few years ago, I bought what was supposed to be a pepper spray gun in Jerusalem, but it turned out to be ineffective. In the USA, there is a non-lethal self-defense device called Byrna, which uses compressed air to shoot irritant propellants. It is not considered a firearm by the TSA. I want to know if El Al will allow me to pack the Byrna in my checked luggage like the TSA does, and if there will be any customs issues upon arrival in Israel. I believe it should be fine since similar products are sold there. Just to note, the Byrna is non-lethal and not a firearm. Thank you.

Hello! I traveled on El Al Flight [redacted] with three of my children on Saturday, March 12, [redacted], departing at 11:50 pm. Two of our tickets were preferred seats for additional comfort, especially for my son's leg injury. Despite the pleasant flight and great service, we ended up without seats upon arrival at JFK due to overbooking. The staff suggested contacting customer service for compensation for the preferred seats we had paid for but didn't receive. Thank you for your attention. I hope to fly with El Al again soon! - Debra L. S.

We urgently bought four one-way tickets for flight [redacted] from New York to Tel Aviv on April 19 (Booking code: MOBJVM) to lay my husband to rest in Israel. We were unable to request a bereavement rate for the family members (3 adults and 1 child) due to the time constraints and had to opt for one-way tickets instead of a round trip. Currently, we are looking to book the return flight for either April 25 or April 26, but the prices are prohibitive, especially given the funeral costs. I am inquiring if there is a discount available for our circumstances and would appreciate assistance in securing lower rates for the return flight. The need to finalize travel arrangements is pressing since the chag begins in a couple of hours and lasts until Saturday night. Thank you.

Dear El Al Customer Relations, I am a dedicated El Al customer, but I am extremely frustrated with your website, WhatsApp page, and customer service hotline. I have encountered numerous issues with all three, leading me to consider ending my frequent flights with El Al. I have faced problems with purchasing new tickets despite having vouchers due to issues with your WhatsApp not recognizing data. Additionally, I have struggled with signing in, resetting passwords, and receiving credit for my frequent flyer miles on your website. I have been trying for weeks to contact you regarding a voucher for my upcoming flight on the 26th, but have not received a callback despite leaving my number. This delay has greatly inconvenienced me. Please, do not lose me as a customer. I have been loyal since the 1960s and value our relationship. Thank you, Ephraim Dardashti P.S. I have given compliments when deserved in the past. I am eager for a prompt response and hope you will address these issues promptly.

Hello, I am Zvi Galil, a previous president of Tel Aviv University. I purchased a ticket online from Tel Aviv to Paris and mistakenly booked it for June 27 instead of May 27. I quickly realized the error, believed I canceled the first ticket (Booking code: SRKHJD, ticket number: [redacted][redacted]), and promptly rebooked the correct ticket (Booking code: SRKHJD, ticket number: [redacted][redacted]). Although I was reassured by an agent that the first ticket was canceled, I was later charged for both tickets. Despite seeking a refund, I was informed that the first ticket was not canceled and that additional fees would apply. I request the full cancellation of the initial ticket and a refund as I acted promptly based on the information I received. Additionally, I would like to have my Nosseah Matmid number provided. Thank you, Zvi Galil

I am a member of the Koihen community and I am planning to travel to Eretz Yisroel on June 16th aboard El AL Flight LY004 departing at 11:00 am. I seek clarification regarding the flight selection in accordance with religious beliefs. It has been mentioned that the ventilation system circulates throughout the entire plane, which raises concerns. Do I need to choose a specific flight without any deceased individuals on board, or is any flight suitable? If adjustments are necessary, should I contact multiple Chevrei Kedishah for guidance, or is there a standard protocol observed by all? Your insights on this matter and the religious guidelines to follow would be greatly appreciated.

Ticket Number: [redacted][redacted] – W. and R. Colmer On May 18, [redacted], we had to cancel flight #LY386 at the airport due to not having the required Covid test for Israel. Airport staff did not assist us, so we rushed to get tested in Rome. Despite presenting negative results to El Al, we were told it was too late to board. We were instructed to reschedule by calling El Al, but we struggled to reach customer service. Our travel agent said the next El Al flight was full, so we had to book with another airline. Can we please get a refund or travel credit?

In November [redacted], I had a round-trip reservation to Israel but had to cancel due to the onset of Corona in Israel. El Al assured me that I would receive a round-trip ticket (MIA/TLV-MIA) for future use. Despite numerous attempts to contact El Al by phone and in person, I have not received any responses to my inquiries. Waiting on hold for long periods and visiting El Al offices have been unfruitful as I am always directed to deal with the Central Office directly. My spouse and I used to fly US/Israel round trip 3-4 times a year, but since our credit was not accessed, we have chosen other airlines. We will continue to do so until our credit is acknowledged and resolved. I urge you to reach out to us as our attempts to contact El Al have been unsuccessful. Sending mail to the NY office has proved to be futile. I am still awaiting resolution for my credits. Thank you. - Jacob Daniel Azulay

My name is Linda Karasick. I recently traveled to Israel for Passover but unfortunately, had an accident on the first day and had to undergo surgery on my elbow at Hadassah Ein Kerem. I have already submitted all the necessary paperwork to the medical department. Today, I received a response instructing me to call the general number, [redacted]1, but I have been unable to connect using that number. I need an alternative number to contact someone in the medical department regarding a refund. Due to this unexpected incident, I incurred additional expenses, including a $[redacted] change fee from El Al as I had to leave earlier with my family. I have been a frequent traveler to Israel, making 3 to 4 trips annually, even amidst the pandemic. I also regularly bring a large group of family members for holiday gatherings. Thank you.

On September 6th, my family flew with El Al airlines from Amsterdam to Tel Aviv on flight LY338. Regrettably, upon arrival at Ben Gurion Airport, we were denied entry. We had to board the next day's flight from Tel Aviv to Amsterdam on September 7th, flight LY337. Despite this, our luggage did not make it to Amsterdam with us. We completed a property irregularity report at Amsterdam airport, but there have been no updates regarding the status of our baggage.

I had booked a flight with EL AL that got cancelled due to Covid. Following the online instructions, I opted for a Cash Voucher. Despite receiving an email confirming a cash voucher of USD [redacted].69, I have yet to receive it. After sending a reminder email on May 15, [redacted], I received no response. When I contacted EL AL once again on September 8, [redacted], they requested my phone number. I provided my Israeli phone number, but did not receive the code they mentioned was sent. I am still awaiting my refund voucher per the agreement. What steps should I take next?

I purchased three tickets on January 6th, but the third ticket was a mistake. I didn't receive a confirmation on the screen nor via email. I assumed it wasn't confirmed and bought another ticket for the same passengers and flights. To my surprise, the charge for the third ticket appeared on my credit card a few days later. After contacting El Al via Whatsapp, I was assured that the last purchase would be automatically canceled and refunded, but this hasn't happened. When I reached out again, I was directed to call, but the provided numbers haven't been working from Brazil. I'm looking for guidance on how to resolve this issue without incurring financial losses. The flight details are as follows: Passengers: A.S. Saul and F.V. Saul Route: Barcelona - Tel Aviv on 26/02 and Tel Aviv - Barcelona on 05/03 Reservation Codes: VY9Xj8 and VUYS90 Tickets to cancel: [redacted][redacted] and [redacted][redacted] I appreciate your prompt assistance.

Hello, I urgently need assistance regarding the situation with Sara Perry and Ofra Turgeman's missing luggage from their recent flight to LAX from Israel on April 3rd. They were informed by El Al staff at LAX that their luggage would be expedited to their hotel in the La Jolla, San Diego area, but it has not yet arrived. The luggage contains vital medications and medical devices that Sara Perry currently requires. Please contact me at [redacted] as soon as possible to address this issue. Thank you.

I encountered issues trying to sign up for the El Al Madrid Club before purchasing two tickets from the US to Israel. I faced trouble with the website. Upon returning home on April 2, [redacted], I attempted to join again but encountered similar problems. I wish to become a club member and earn points for the recent trip taken on March 19, [redacted], returning on April 2, [redacted], from Pittsburgh to Boston and then on to Tel Aviv, with the return flight route reversed. During the flight, a stewardess had an application for a charge card offering bonus points, but she moved too quickly, and I missed the opportunity. Despite expecting it to be mentioned again during the flight, it was not brought up. Thank you for your assistance. Holly

I am currently facing a frustrating situation with El Al airlines. Firstly, my luggage was lost, and the communication regarding its retrieval was extremely disorganized. Despite being told it would be sent to Sharm El Sheikh, I traveled there only to find out it hadn't been sent, leaving me without my essential belongings throughout my trip. I have not received any compensation or apology for this issue. Additionally, I changed my flight from Sharm El Sheikh to Tel Aviv from May 6th to the 13th for a connecting flight to South Africa at 23.30, but my ticket was issued with the wrong date of the 15th. Despite numerous promises to investigate, I have not received any follow-up regarding this error. The lack of assistance has made my holiday highly stressful. I urgently need a resolution, whether it's changing my flight dates or receiving compensation for the accommodations in Tel Aviv. The service provided by El Al has been disappointing, and despite paying a significant amount to travel with them, I do not feel reassured or valued. I request a prompt and satisfactory response to my ongoing issues.

I had booked a round trip flight from Cleveland to Tel Aviv for June 6, [redacted], on American Airlines flight [redacted] to JFK, connecting to El Al flight LY7 to TLV, with a return on June 21 from TLV to JFK on LY7, continuing on to LGA and CLE. Due to a schedule change requiring me to stay longer in Israel, I canceled the flight and was promised a refund of the full ticket price, minus a $[redacted] charge. However, American Airlines only refunded $76, leaving a substantial amount outstanding. I am seeking assistance in locating the remaining refund amount to resolve this issue promptly to avoid filing a complaint with Bank of America and disputing the transaction.

Hello, I have booked two round trips through Chase from JFK to TLV. The confirmation number is 2B8PBS. Initially, I had reserved seats for AVROHOM EICHENTHAL and Sharon Golish, as follows: AVROHOM EICHENTHAL - El Al Israel Airlines 8, 47K / El Al Israel Airlines 7, 49G Sharon Golish - El Al Israel Airlines 8, 47H / El Al Israel Airlines 7, 49D However, upon check-in today, these seats were no longer assigned or available. Despite contacting Elal and Chase, I was required to pay an extra $[redacted] for seats close to each other due to Chase supposedly canceling the seats. I am requesting a refund for the $[redacted] and to ensure that I have adjacent seats on my return flight without extra charges. Given that I typically use a third party for bookings, an Elal credit would have limited value to me. Please contact me at [redacted] or via email. Thank you. Best regards, Avrohom E.