Passenger rights Israel

Scope of Israeli passenger rights

These rights may apply if you have a confirmed reservation for a flight operated by Condor, your ticket was purchased at a fare available directly or indirectly to the general public, and your flight departs from an airport in Israel or arrives at an airport in Israel.

Except in the case of flight cancellation, you must have presented yourself for check-in on time. These rights do not apply where boarding is denied for justified reasons, for example for reasons of security, health, flight safety or missing or insufficient travel documents.

Flight delays

Delay of two hours or more

If the departure of your flight is delayed by at least two hours, you are entitled to assistance services. Depending on the waiting time and the circumstances, these include:

• meals and refreshments in reasonable relation to the waiting time
• communication services, such as telephone calls or electronic messages.

Delay between five and eight hours

If the departure of your flight is delayed by at least five hours but less than eight hours, you may choose between:

• reimbursement of the ticket price; or
• re-routing to your final destination.

If the alternative flight departs on the following day, hotel accommodation and transport between the airport and the place of accommodation may also be provided.

Delay of eight hours or more

A flight departing eight hours or more after the scheduled departure time may be treated as a cancelled flight under Israel’s Aviation Services Law. In this case, you may be entitled to the rights described under “Flight cancellation”.

Denied boarding

If you are involuntarily denied boarding, you may be entitled to the following rights under Israel’s Aviation Services Law:

• assistance services
• eimbursement of the ticket price or re-routing to your final destination
• where applicable, statutory monetary compensation.

This does not apply if boarding is denied for justified reasons, in particular for reasons of security, health, flight safety or missing or insufficient travel documents.

Flight cancellation

If your flight is cancelled and you have a confirmed reservation, we will inform you about possible re-routing.
In addition, under Israel’s Aviation Services Law, you may be entitled to the following rights:

• assistance services
• reimbursement of the ticket price or re-routing to your final destination
• where applicable, statutory monetary compensation.

Compensation may in particular be excluded where:

• you are informed of the cancellation at least two weeks before the scheduled time of departure
• you are informed of the cancellation between two weeks and seven days before the scheduled time of departure and are offered re-routing that allows you to depart no more than two hours before the scheduled departure time and reach your final destination less than four hours after the scheduled arrival time
• you are informed of the cancellation less than seven days before the scheduled time of departure and are offered re-routing that allows you to depart no more than one hour before the scheduled departure time and reach your final destination less than two hours after the scheduled arrival time
• he cancellation is due to extraordinary circumstances beyond Condor’s control, even if Condor had taken all reasonable measures
• the flight was cancelled due to a protected strike or another exceptional circumstance recognised by law.

These exclusions may not apply if you refuse the alternative flight because it was not offered to your travel companion. The same may apply if you are unable to take the alternative flight for reasons of security, religion or medical limitations.

Flight advancement

If your flight is brought forward by more than five hours and you are informed less than 14 days before the scheduled departure time, you may choose between reimbursement of the ticket price and re-routing to your final destination, in accordance with the applicable legal requirements.

If your flight is brought forward by more than eight hours, you may also be entitled to statutory monetary compensation.

Reimbursement or re-routing

If you are denied boarding, if your flight is cancelled or if your flight is delayed by at least eight hours, you may choose between the following options, subject to the applicable legal requirements:

• reimbursement of the amount paid for the flight ticket, including fees, charges, taxes and other mandatory payments
• re-routing, under comparable transport conditions, to your final destination at the earliest opportunity or
• re-routing, under comparable transport conditions, to your final destination at a later date at your convenience, subject to seat availability.

If your flight is delayed by at least five hours and you decide not to travel, you may be entitled to reimbursement of the ticket price. Where relevant, you may also be entitled to a return flight to your first point of departure at the earliest opportunity.
Reimbursement will generally be made within 21 days of receipt of your written request.

Assistance services

Assistance services are provided depending on the duration of the delay and the specific circumstances.

Assistance services may include:

• meals and refreshments in reasonable relation to the waiting time;
• communication services, such as telephone calls or electronic messages;
• hotel accommodation where a stay of one or more nights becomes necessary;
• transport between the airport and the place of accommodation.

Please note: assistance services do not have to be provided if this would further delay the departure.

Change of travel class

• If you are placed in a higher travel class than the one stated on your ticket, you will not be charged any additional amount. In this case, you are not entitled to monetary compensation.
• If you are involuntarily placed in a lower travel class than the one stated on your ticket, you may be entitled to reimbursement or compensation in accordance with Israel’s Aviation Services Law.

• booking reference
• ticket number
• flight number and travel date
• full name of the passenger
• contact details
• a brief description of your request
• relevant supporting documents, if available

Legal notice

This notice is provided for general information on possible rights under Israel’s Aviation Services Law (Compensation and Assistance for Flight Cancellation or Change), 5772-2012.
The applicable legal text shall prevail. In the event of any inconsistency between this notice and the law, the law shall prevail.