EL AL Israel Airlines is the flag carrier of Israel.
EL AL Airlines Responsiveness rating
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What you need to know about EL AL Airlines
We receive occasional complaints about EL AL. Here is a recent case: a reader who was downgraded but could not get a refund.
- EL AL Airlines’ customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue.
- You can resolve a problem with EL AL Airlines with our insider guide or through its executive contacts.
- EL AL Airlines’ customer service policies are standard. Here are our frequently asked questions about EL AL Airlines.
EL AL Airlines customer service response times
EL AL Airlines’ customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue. However, here’s a general idea of what to expect:
| WhatsApp +972-3-977-1111 | WhatsApp support is available from 9 a.m. to 5 p.m. Israel Local Time, Sunday through Thursday, and from 8 a.m. to 1 p.m. Friday, and Saturday night from 8:30 p.m. to 11 p.m. |
| Phone support (800) 223-6700 | Phone support hours run from 9 a.m. to 11:30 p.m. Israel Local Time, Sunday through Thursday, and from 9 a.m. to 1 p.m. on Fridays, and Saturday night from 8:30 p.m. to 11:30 p.m. |
| Email support | EL AL Airlines does not provide a direct customer service email address on its website. However, the company offers an online contact form for inquiries. |
| Live chat | EL AL offers live chat support through its official website via the chat icon available on the page during support hours. |
| Social media | EL AL is active on social media platforms such as Facebook, X, Instagram, LinkedIn, and YouTube. |
| Help center/FAQ | EL AL’s Help Center/FAQ provides quick answers to common questions regarding bookings, check-in, baggage, flight changes, cancellations, loyalty program services, and special travel assistance. |
How to resolve a problem with EL AL Airlines
This guide on how to solve a customer service problem will help you resolve most problems with the company. You can also refer to the executive contacts below or contact our advocacy team directly.
Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.
We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.EL AL Airlines mailing address
Ben Gurion Airport
P.O. Box 41
Lod, Israel 7015001
EL AL Airlines loyalty program
EL AL Airlines has a loyalty program called Matmid Frequent Flyer Program where members can earn and redeem points on EL AL flights, partner airlines, and selected travel and lifestyle services, and enjoy benefits such as upgrades, priority services, and exclusive offers.
EL AL Airlines social media channels
EL AL Airlines executive customer service contacts
Primary Contact
Oren Cohen Butansky
Senior Executive Vice President, Customer Service and Customer Experience
Ben Gurion Airport
P.O. Box 41
Lod, Israel 7015001
orenb@elal.co.il
Alternative email address: oren@elal.co.il
Secondary Contact
Shlomi Zafrany
VP Commerce and International Affairs
Ben Gurion Airport
P.O. Box 41
Lod, Israel 7015001
shlomiz@elal.co.il
Alternative email address: shlomiza@elal.co.il
Chief Executive
Levi Halevi
Chief Executive Officer
Ben Gurion Airport
P.O. Box 41
Lod, Israel 7015001
levyh@elal.co.il
EL AL Airlines customer service policies
What is EL AL Airlines' privacy policy?
EL AL Airlines’ privacy policy explains how the airline collects, uses, stores, and protects personal data when you use its services (such as booking flights, visiting its website, or contacting customer service).
What are EL AL Airlines' terms and conditions?
EL AL Airlines’ terms and conditions set out the rules governing the use of its website, ticket purchases, and air travel services.
What is EL AL Airlines' accessibility statement?
EL AL Airlines’ accessibility statement outlines its commitment to providing accessible air travel and digital services for passengers with disabilities or reduced mobility.
EL AL Airlines self-service links
How do I check in online?
Visit the EL AL website or mobile app and use the online check-in option, available from 24 hours before departure.
How do I change or cancel my booking?
Visit the EL AL website and use the “Manage My Booking” section to view options for changes or cancellations based on your ticket conditions.
How do I manage my booking online?
Visit the EL AL website and use the “Manage My Booking” tool to view or update your reservation.
How do I contact EL AL Airlines customer service?
Call (800) 223-6700 for U.S. customers. From Israel, call +972-3-977-1111 or use WhatsApp at the same number. For non-urgent issues, use the contact form on elal.com.
Does EL AL Airlines have an online contact form?
Yes, you can find the online contact form here.
How do I make changes to my flight booking?
You can make changes to your flight booking by contacting EL AL’s customer service either online, via phone at (800) 223-6700, or through the mobile app. Depending on the type of change, there may be fees involved.
What do I do if my flight is delayed or canceled?
If your EL AL flight is delayed or canceled, you should contact customer service at (800) 223-6700 immediately for assistance. The representative will provide you with information about your options, including rebooking on another flight or obtaining a refund.
How can I request special assistance or accommodations?
If you require special assistance or accommodations during your flight, such as wheelchair assistance or dietary requirements, you should inform EL AL customer service at the time of booking or at least 48 hours before your scheduled departure.
How do I file a complaint with EL AL Airlines?
To file a written complaint with EL AL, use the customer feedback form on elal.com. For U.S.-originating complaints, you can also write to EL AL’s U.S. office in New York. If the airline does not resolve the issue, escalate to one of the executive contacts listed above.
What should I do if I lose an item on an EL AL flight?
If you have lost an item on an EL AL flight, file a lost-item report through EL AL’s online lost-and-found form on its website. Be prepared to provide the flight number, seat number, date of travel, and a description of the item. The U.S. reservations line at (800) 223-6700 cannot retrieve items left on aircraft.
Can I request a refund for my ticket?
Whether or not you can get a refund for your ticket depends on the fare type and the circumstances surrounding your request. Contact EL AL customer service at (800) 223-6700 to discuss your options and any applicable refund policies.
How to get professional help with your EL AL Airlines problem
If you need help with EL AL Airlines, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.
Get HelpDISCLAIMER: The names, numbers and email addresses on this page are provided for informational purposes and are believed to be reliable. However, they should in no way be construed as a guarantee of their accuracy by Elliott.org. Company executives change their email addresses and phone numbers frequently to avoid contact with customers.
If an email address bounces or a phone number is wrong, please report it to us immediately through this form.
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