EL Al Airlines Customer FAQ

We're sorry to hear you're having issues logging into the Matmid program. Ensure you are using the correct username and password. If you don’t remember your login details, you can click on the 'Forgot Password' or 'Forgot Username' link on the login page and follow the steps to recover your information. If after trying these you are still unable to access your account, it's possible that there may be a temporary technical issue. In this case, you should try again later. Remember, your Matmid program account is key to unlocking the benefits and rewards of flying with EL Al Airlines.

Yes, EL Al Airlines offers refunds for canceled flights, delays, or extraordinary circumstances such as war. However, the terms and conditions may vary depending on the type of ticket purchased and other factors. For the most accurate information, refer to EL Al Airlines' refund policy or the conditions of your ticket. We recommend contacting our customer service department directly for personalized assistance. Please bear in mind these circumstances are guided by the airline's policy, which adheres to local and international regulations.

Yes, it is possible for someone who is 16 years old to fly unaccompanied on EL Al Airlines. EL Al treats passengers aged 16 and over as adults, allowing them to fly without a chaperone. Please ensure all relevant travel documents are properly prepared before the travel date. It's also important to check local regulations on minors traveling alone as requirements can differ based on the destination.

If you have a flight voucher for a Johannesburg - Tel Aviv flight with EL Al Airlines and wish to get a monetary refund, it would typically depend on the policy applied at the time of your ticket purchase. Some vouchers may be non-refundable, or may only be refunded under specific circumstances. The terms and conditions of your specific voucher should provide you with more information. If your ticket was refunded due to a cancellation by the airline itself, you should be entitled to a full cash refund under most circumstances. Please check your voucher's terms and conditions for specific details.

If your EL Al Airlines flight was cancelled and you'd like to get reimbursed, you need to fill out the refund request form available on the EL Al Airlines website. The airline will process your request and your refund will be issued to your original mode of payment. Keep in mind that it may take a while for the refund to reflect on your account due to processing times. The amount refunded is generally the value of the ticket at the time of purchase, but it can vary depending on the circumstances surrounding the cancellation. Make sure to provide as much information as possible for a smoother process.