Coronavirus – Policy and Updates
General Information
As a result of the current situation, EL AL’s Customer Service Call Center is closed. You can reach us via the “Contact Us” form.
We apologize for the inconvenience and thank you for your understanding.
Due to the special circumstances surrounding the Coronavirus, the Israeli Ministry of Health prevents entry into Israel by non-Israeli/foreign citizens from several countries. Please enter the following link to make sure your entry into Israel is approved.
EL AL complies with the Ministry of Health instructions. For updates on the Ministry of Health Website >>
It is recommended to bring hand baggage that can be stored under the seat in the aircraft.
Canceled Flights
Following a further assessment, EL AL has decided to extend the suspension of its flights until August 31, 2020 (Sun d’Or flights are also suspended until August 31, 2020).
All flight tickets for canceled flights are currently frozen, and you will be able to use them in the future.
Flight Ticket change Policy
| Origin/Destination | Departures | Validity | Change terms & conditions |
|---|---|---|---|
| All EL AL destinations | Until October 31, 2020 (inclusive) | For departures from November 1, 2020, until December 31, 2021 | • No change fees • No handling fees• Ticket price differences to be paid • Cancellation – subject to flight ticket terms and conditions |
The Company reserves the right to change the policy at any time.– Q&A
I would like to cancel and/or change my flight. Whom should I contact?Customers who purchased a ticket from a travel agent must contact the travel agent from which they purchased the flight ticket.
Customers who purchased a ticket from the EL AL website, app, or Customer Service Center should contact us once we are back to full activity.
How can I know if my flight is about to be canceled?In case of a change in flight schedule, or in case a decision was made to cancel the flight, EL AL or the travel agent from which you booked your flight will contact you; it’s important that your booking include a valid telephone number and/or email address, through which we can contact you at any time.
My flight was canceled. Whom should I contact?If you were not provided with an alternative flight within 24 hours, please contact the seller from which you purchased the flight ticket to arrange for an alternative flight, or suspend the ticket until your next flight with us.
How can I be informed about my flight?Keep up to date with your flight details on the EL AL website, which we update frequently, Or check the “My Booking” page.
Flight Schedule Updates >>
I am part of a group that is scheduled to fly to Israel. How can I get up-to-date information on my flight?Please contact the group organizer for details.
For how long is the current situation expected to continue?We currently have no information. We stay updated and follow the instructions of the Ministry of Health and the relevant authorities.
Can I enter Israel?
EL AL complies with the Ministry of Health instructions. For updates on the Ministry of Health Website >>
Is the passenger aircraft cabin disinfected between flights?EL AL complies with the Ministry of Health’s instructions on disinfecting aircraft. Out of responsibility for our passenger safety, the company physician provided aircrews with instructions on how to maintain a sterile environment, including wearing masks and proactively disinfecting the aircraft.
What happens if it turns out that a Coronavirus sick person was on board the aircraft?EL AL’s aircrews maintain strict hygiene procedures in accordance with the Ministry of Health’s instructions to ensure the safety of our aircrew and passengers. If you have any further questions regarding the situation, we recommend contacting the Ministry of Health at *5400 or +972-8-6241010