Israel's Aviation Services Law Notice
Denied boarding
Is the guest traveling on a flight departing from/arriving at an airport in Israel?
No. è Guest may be received benefits or compensation and were given assistance in such other country and that those benefits, compensation, and assistance directly correspond to his entitlement under ASL
Yes.
Is the guest denied boarding due to health or safety issues, security, or inadequate travel documentation?
Yes. è Guest is not eligible for compensation
No. è Is the guest denied boarding due to overbooking?
Yes. è Guest is entitled to receive, the following amount from us:
1. NIS 1,320, in respect of all flights of 2,000 km or less; or
2. NIS 2,120 in respect of all flights between 2,000 km and 4,500 km; or
3. NIS 3,180 in respect of all flights over 4,500 km
The compensation will be reduced by 50% provided that the delay in the landing time at the final destination compared with the original landing time does not exceed the scheduled arrival time of the flight originally booked by:
Four (4) hours (flights falling under A)
Five (5) hours (flights falling under B)
Six (6) hours (flights falling under C)
Compensation, will be made within 45 days of receipt of a written request from the guest to our Guest Relations Department on feedback@etihad.ae
Compensation will be made by bank transfer or check, or by other means as agreed to in writing by the passenger.
Guest may also choose between:
- Refund the amount paid for the flight ticket, including taxes within 21 days.
- Re-routing to his final destination at the earliest opportunity.
- Re-routing to his final destination at a later date at his convenience, subject to availability of seats.
Flight Delay
Is the flight delay between 2 and 8 hours?
No. è Guest is not eligible for compensation
Yes. è If the flight delayed by at least two (2) hours guest will be offered free of charge:
- Meals and refreshment in reasonable relation to the waiting time.
- Two (2) telephone calls, telex or fax messages or e-mails.
- Hotel accommodation in cases where a stay of one or more nights becomes necessary, or where a stay additional to that intended by the guest becomes necessary
- Transport between the airport and place of accommodation (hotel or other).
Is the delay due to a protected strike?
Yes. è Guest will be entitled to receive a refund for the paid amount for the flight ticket, including taxes along with:
- Meals and refreshment in reasonable relation to the waiting time.
- Two (2) telephone calls, telex or fax messages or e-mails.
- Hotel accommodation in cases where a stay of one or more nights becomes necessary, or where a stay additional to that intended by the guest becomes necessary
- Transport between the airport and place of accommodation (hotel or other).
Flight Cancellation and Delay by more than 8 hours
Is the flight cancelled, was brought forward, or delayed by more than 8 hours?
Yes. è Is at least one of the following conditions met?
- Guest informed of the cancellation at least two (2) weeks before the scheduled time of departure
- Guest informed of the cancellation between two (2) weeks and seven (7) days before the scheduled time of departure and offered re-routing, allowing him to depart no more than two (2) hours before the scheduled time of departure and reach his final destination less than four (4) hours after the scheduled time of arrival.
- Guest informed of the cancellation less than seven (7) days before the scheduled time of departure and offered re-routing, allowing him to depart no more than one (1) hour before the scheduled time of departure and to reach his final destination less than two (2) hours after the scheduled time of arrival.
- The cancellation is beyond the Airline’s control, like (A strike, protected work-by-rule strike to prevent the desecration of the Sabbath or a Jewish holiday).
Yes. è The Airline is entitled to refuse compensation. Is the guest accepted to fly on an alternative flight?
Yes. è Guest is not eligible for compensation
No. è Guest refused to fly on the alternative flight because the alternative flight was not offered to his travel companion(s) or for reasons of security, religion, or medical limitations. In this case guest is entitled to receive, the following amount from us:
1. NIS 1,320, in respect of all flights of 2,000 km or less; or
2. NIS 2,120 in respect of all flights between 2,000 km and 4,500 km; or
3. NIS 3,180 in respect of all flights over 4,500 km
The compensation will be reduced by 50% provided that the delay in the landing time at the final destination compared with the original landing time does not exceed the scheduled arrival time of the flight originally booked by:
Four (4) hours (flights falling under A)
Five (5) hours (flights falling under B)
Six (6) hours (flights falling under C)
Compensation, will be made within 45 days of receipt of a written request from the guest to our Guest Relations Department on feedback@etihad.ae
Compensation will be made by bank transfer or check, or by other means as agreed to in writing by the passenger.
Changes to the Terms
Is the guest placed in a higher class or service than that mentioned in his ticket?
Yes. è Guest will not be subject to any extra charges nor entitled to any compensation.
Is the guest involuntarily placed in a lower class or service than that mentioned in his ticket?
Yes. è will receive reimbursement of 100% of the price of the ticket for all flight segments longer than 4500 km. For flight segments less than 4500 km, the Airline will pay an amount equal to the flight fare paid, multiplied by the ratio between the affected flight distance and the total flight distance.