Flight ticket cancellation under Israeli consumer protection law

Scope of application

The cancellation process described here applies to flight tickets purchased directly from Condor, for example through the Condor website or a Condor Service Center, where the transaction is subject to the Israeli Consumer Protection Law.

If your ticket was purchased through a travel agency, tour operator, intermediary or another third-party sales channel, please submit your cancellation or refund request directly to the party from whom you purchased the ticket.

A cancellation under this process is generally only possible for a ticket that has not been used. If your ticket has already been partially used, please contact the party from whom you purchased the ticket for further assistance.

Please note that a cancellation request may affect all passengers, flights and additional services included in the same booking. If you wish to cancel only part of a booking, for example only selected passengers or selected flight segments, please contact the party from whom you purchased the ticket before submitting your request.

Standard cancellation right

For distance sales transactions, passengers may be entitled to cancel the transaction within 14 working days from the date of the transaction or from the date on which they received the booking confirmation or another document confirming the transaction, whichever is later.

The cancellation request must be submitted no later than 7 Israeli business days before the scheduled commencement of the service.

Extended cancellation right for certain consumer groups

Special cancellation rules may apply to the following consumer groups:

• senior citizens aged 65 or over
• persons with disabilities
• new immigrants, as defined under the Israeli Consumer Protection Law.

Where the legal requirements are met, passengers belonging to one of these groups may be entitled to cancel a distance sales transaction within four months from the date of the transaction or from the date on which they received the booking confirmation or another document confirming the transaction, whichever is later.

The cancellation request must also be submitted no later than 7 Israeli business days before the scheduled commencement of the service.

This extended cancellation right applies only where the original transaction included direct communication with Condor before completion of the booking, for example by telephone or electronic communication. Condor may request appropriate documentation to verify eligibility.

Cancellation fee and refund

If the cancellation request is valid under the Israeli Consumer Protection Law, Condor may deduct a cancellation fee. The cancellation fee will not exceed 5% of the transaction value or NIS 100, whichever amount is lower.

Any applicable service or handling fees that form part of the transaction will be taken into account when calculating the refund, subject to the applicable cancellation fee and legal requirements.

The refund will generally be made using the same payment method that was used for the original transaction, within the timeframe required by applicable law.

In all other cases, refunds and cancellation charges are subject to Condor’s applicable fare conditions, ticket rules and cancellation policy, unless mandatory legal provisions provide otherwise.

Refund of unused taxes and charges

Irrespective of the statutory cancellation rights described above, you may be entitled to a refund of unused taxes and charges if your ticket has not been used or has only been partially used, subject to the applicable fare conditions and legal requirements.

How to submit a cancellation request

You can submit a cancellation request under the Israeli Consumer Protection Law through one of the following channels:

Online:
via the Contact form

Telephone:
Condor Service Center
+49 (0) 6171 69889 88 (24/7)

E-mail:
reservation@condor.com

Registered mail:
Condor Flugdienst GmbH
Edmund-Rumpler-Straße 3
60549 Frankfurt/Main

Please include the following information where possible:

• booking reference
• ticket number
• passenger name
• flight number and travel date
• date of booking
• contact details
• the sales channel through which the ticket was purchased
• information on whether the ticket has already been used
• relevant supporting documents, if applicable

Legal notice

This information is provided for general information on possible cancellation rights under the Israeli Consumer Protection Law.

The applicable statutory provisions remain decisive. In the event of any inconsistency between this information and the applicable law, the applicable law shall prevail.