Legal Conditions & Regulations

1. offers a number of alternatives to customers who have EL AL or Sun d'Or tickets (ticket number starting with 114 digits) whose flights were canceled from 1.2.2020 until 30.6.2021 (hereinafter: "the period") according to the following: A. Passengers who have issued a ticket until 21.9.20 (inclusive) are entitled to one of the following options:  A credit voucher for a future purchase of approximately 125% in relation to the price of the ticket paid (hereinafter: "the voucher alternative").  A refund for the ticket purchased from EL AL and a gift in the amount of 30 points for the frequent flyer club (hereinafter: "the refund alternative"). B. Passengers who have issued a ticket from 22.9.20 are entitled to one of the following options for the ticket:  A credit voucher for future purchases in the value of the ticket which was originally purchased (hereinafter: "the voucher alternative")  A refund for the ticket purchased from EL AL

2. Customers who canceled the flight ticket on their own initiative until 18.4.2021 (inclusive) and have not yet been reimbursed for the ticket(s) will be eligible for the credit voucher alternative instead of a refund unless the refund required a cancelation fee (in this case only a refund will be made available).

3. Customers who canceled their flight tickets on their own initiative from 19.4.2021 until 31.12.2021, according to the conditions of the tickets/or according to the law, will be eligible to choose one of the options of the credit voucher or refund subject to cancelation fee if applicable (does not apply to LITE fares, awards tickets and tickets purchased by cash&points during promotions). In addition, this voucher is not valid for a cash refund or to be used for certain specials (based on conditions of use).

4. Please note that customers who have not paid in full for the tickets to the source from which they ordered the tickets, will not be entitled to either a refund or credit voucher. In the case that the customer has not paid in full for the tickets and has selected one of the options, the company has the right to cancel the refund/credit option without prejudice to any other rights of the company.

6. 5. This program is not available to customers who purchased tickets as part of a group (10 passengers or more in a single booking; hereinafter: "Group") and / or a ticket pack (multiple tickets). These customers will only be handled by the travel agent from whom the tickets were issued.The program is not available to customers who have utilized a segment of a ticket or more. It is only available for tickets in which was not fully utilized as per the reservation.

7. Customers who purchased a classic bonus ticket will not be eligible to choose the credit voucher alternative and will only be eligible for a refund in the same way they made the purchase (i.e., will receive the amount they paid and the points they paid for) plus 30 gift points.

8. A customer who purchased a ticket paid in combination with a sum of money and points, except for a classic bonus, and is interested in the refund alternative, will be entitled to a refund based on the same process by which they purchased the tickets (ie, will refund the money paid and points paid) plus 30 gift points and in accordance with the purchase date. If the customer will be interested in the alternative of the credit voucher instead of a refund and refund of points used, the amount entitled for credit will be calculated based on the value of the ticket at the time of purchase.

9. Customers who purchased a ticket from a travel agent (not in a group, as defined above) can choose the credit voucher alternative through the EL AL website. If a refund is requested, then the process must be via the travel agent from whom the ticket(s) was purchased.

10. The credit voucher will be sent to the email address entered when requesting the credit on the website. The voucher will contain, among other things, the following details: the voucher number, the amount of the voucher, the validity of the voucher and the amount of the original ticket.

11. The voucher can be redeemed for booking for scheduled EL AL and Sun d'Or flights, as well as for purchasing the following accompanying products for the flight ticket - upgrading, paying for checked baggage and advance seat selection.

12. To redeem the voucher for products that are not supported on the EL AL website, please contact the EL AL Customer Service Center.

13. The voucher is valid for reservations made for one year from the date that voucher was issued or the expiration date on the voucher (the latest).

14. The voucher can be redeemed through the EL AL website, the Customer Service Center and travel agents.

15. The refund voucher is limited to and including 9 tickets

16. The voucher is a 15-digit coupon with a validity and can be used for purchase as follows: 1.EL AL website - At the end of the reservation process, at the payment page in the credit card field, enter the voucher number and validity that appears on the credit voucher, leave the CVV field, ID card number and the number of payments blank. 2.L AL Customer Service Center - At the outset of the conversation with the service center representative, you must indicate that payment will be made by the credit voucher. 3.Travel Agent - Please note when communicating with the travel agent that the payment will be made via a credit voucher.

17. The credit voucher is not personalized and is transferable to anyone of the customer's choice.

18. Credit vouchers and refunds refer to the price of the flight ticket including airport taxes and ancillary services as purchased (including payment for seating, baggage, etc.).

19. Currency voucher issuance:

1.Possible types of currency in issuing a voucher: US dollar, Euro, 2.If the flight ticket was issued in one of the currencies listed in section 19(1) above, the credit voucher will be issued in accordance with the currency in which the flight ticket was issued 3.If the flight ticket was issued in a currency other than those listed in section 19(1) above, the credit voucher will be issued in US dollars. Conversion will be made according to the conversion rate represented as of the day the flight ticket is issued A. Sections 19(2) and 19(3) relate to the value of the flight ticket including airport taxes, without ancillary services. If ancillary services associated with the ticket have been purchased, the value will be calculated according to the type of currency in which the credit voucher is issued as defined in sections 19(2) and 19(3) above.

20. If the customer has selected the credit voucher, and the customer has not redeemed the credit voucher, in whole or in part, by the expiration date of the voucher, the amount of the voucher remaining can be converted into a refund by contacting EL AL's Customer Service Center within 21 days prior to the expiration of the voucher. Please note that the refund will be according to the value of the original transaction subtracting any amount used from the credit voucher (the price paid) and not according to the value of the credit voucher issued. It is also important to clarify that in such a case the customer will not be entitled to receive 30 gift points no matter the date of the ticket. Please note that all points in this item are not applicable for customers who have canceled their tickets on their own initiative from 19.4.2021 until 30.6.2021 as per item 3 above.

21. Refund will be made in accordance with the purchase currency.

22. The refund will be transferred to the form of payment used when the ticket was purchased.

23. To the extent that a customer who has chosen the option of receiving a refund and is entitled to the 30 gift points and is interested in transferring the 30 Matmid flyer club points to another customer, s/he must fill in the desired Matmid flyer account details in the website during the process of selecting one of the credit options.

24. Receipt of 30 Matmid flyer club points as a gift will only be possible if the customer is entitled according to the rules and has entered all the necessary and correct details during the selection process for this option in the website. The points will not be given retroactively (including - but not limited to, cases where the customer has inadvertently entered incorrect details).

25. Granting 30 points to the Matmid flyer club is possible for only one account and cannot be shared.

26. The 30 Matmid flyer club points given as a gift are of the Extra type of points and are only valid for 36 months and can be used for a variety of frequent flyer club products, including bonus cards, gift vouchers, seating, baggage and more.

27. When purchasing a ticket, only two forms of payment can be used, with a voucher being considered as one of the forms of payment

28. If a transaction in the credit card company has been denied by the customer, the customer will not be entitled to the proposed alternatives and, as relevant, the credit vouchers and / or refund vouchers will be canceled without detracting from any other right of the company.

29. It is not possible to redeem the credit voucher for tickets purchased from AirTour.

30. By choosing one of the alternatives (credit voucher or refund) you confirm that this choice replaces any or all your claims as a result of the cancellation of your flight, and that choosing one of the alternatives constitutes a waiver of any claim and / or damage and / or claim and / or demand against EL AL, Sun d'Or and / or anyone on their behalf, related, directly or indirectly, to the cancellation of the flight.