Baggage Claims

 

​​​​Lost Luggage and Baggage Claims

Baggage Claims
 

EL AL Israel Airlines does its utmost to deliver your baggage quickly, efficiently and damage-free.  We take care to ensure your precious baggage arrives safely and securely at its destination. Sometimes, for unexpected reasons, there are cases in which baggage is delayed, damaged or lost, and we apologize in advance for any inconvenience caused.

In the event of a delay in the arrival of your baggage, please contact the Luggage Location Center on 03-9771111 as soon as possible.


Hours of operation:
Sunday to Thursday:  08:30-23.45.
Friday: 08:30-15:45.
Saturday: 16:00-23.45

Baggage Claims

In each of the following cases, please contact us in writing in the ways specified below and in accordance with the following:
  • In the case of any missing or damaged items, contact us within 7 days of receiving the baggage
  • In the case of a delay in receiving baggage outside your country of residence, contact us within 21 days of receiving the baggage
  • In the event of lost baggage, contact us after 21 days have elapsed Attach a copy of the following documents to your claim and retain the original:

Attach a copy of the following documents to your claim and retain the original:

  • Flight tickets
  • Boarding passes
  • Baggage tags (attached to the flight ticket and/or the suitcase)
  • Lost or damaged baggage report from the airport
  • Applicable receipts in support of the claim

Please note, the claim will be handled according to the conditions of carriage and international treaties and laws, which determine the carrier’s liability.  EL AL Israel Airlines reserves the right to refuse to accept liability if any or all of the claim concerns fragile or perishable items, food, liquids, cash, jewelry, cameras, computers, video devices, electronics, negotiable instruments or securities, legacies, antiques, valuable items, works of art, gold and silver items, rare books or publications, business documents, precious metals or other valuables.


Ways of contacting us:

  • Online form:
    Matmid Frequent Flier Club members, to help us provide quick and efficient service, please identify yourself in your enquiry - click here for the form
    If you are not a Matmid member click here
  • To download a claims form for completion, press here and submit by mail or fax.
    Address:  EL AL Israel Airlines Ltd.
    Baggage Claims
    POB 41
    Ben Gurion Airport, ZIP 7015001
    Israel
    Fax:  03-7602255

Baggage Status

We apologize for the problem in handling your baggage and understand the inconvenience it has caused you.  Please be assured that we are making every effort to make things easy for you until the problem is solved.

Details of your missing baggage have been entered into our baggage location system. If any detail has changed, or if you find errors that must be corrected, please notify us so that we can update the information accordingly. Please also ensure that details of your name, address and type of baggage are recorded correctly. This will help us return your baggage speedily.

We will inform you as soon as your baggage is located and ensure it is delivered to you.

In order to view information about delayed baggage, please enter the loss report number (10 digits) into the first box below, your surname in the second box, and press “Send”.

To enter the system - Press here

All claims will be handled in accordance with the General Conditions of Carriage and international conventions and laws which determine airlines’ limits of liability. In the event that you fail to provide all of the documents or information requested by us, we reserve the right to dismiss your claim in whole or in part.


Claims may also be submitted in writing to the EL AL office nearest your place
of permanent residence.

  • For the office nearest you, click here
  • Passengers residing in the United States should submit their claims to EL AL’s New York office

  • Israeli residents and passengers residing in a country without an EL AL representative should submit claims to EL AL's Head Office

 

You may download and print out a claim form here.

Para Español, haga clic aquí.


For more details, please contact your local EL AL office or our Baggage Service Center:

Tel
Israel: +972-3-9771111
USA: 1-800-223-6700  (Option 1, 4 and 3)
Hours
Sunday to Thursday: 8:30am-23:45pm
Friday: 8:30am-15:45pm
Saturday: 16:00pm-23:45pm


 

We are always at your service