EL AL ISRAEL AIRLINES LTD. General Conditions of Carriage For Passengers and Baggage Effective from December 1, 2013
When you buy a Ticket to travel on a flight we operate, you enter into a contract of carriage with us. The contract is governed by and subject to:
The conditions specified on your Ticket (the "Ticket Conditions");
These Conditions of Carriage;
The rules/Regulations that shall be determined by us from time to time.
The carriage contract grants you a right to take the flights presented on your ticket. These General Conditions of Carriage are part of that contract.
The Conditions of Carriage specified below apply both to flights operated by EL AL Israel Airlines Ltd. (“EL AL”) in the regular "EL AL" model, and to flights operated under the EL AL’s UP flight brand (“UP”), while where the terms and conditions are different between the models, the same is stated in the body of the Conditions of Carriage. If the carrier operating your flight (or segments thereof) is not EL AL or UP, you are required to obtain details regarding the contract terms applicable to each one of your flight segments, including the conditions of the relevant carrier on its ticket, its tariffs, its conditions of carriage and its regulations.
1. What particular expressions mean in these conditions
2.2 Charter operations
2.3 Code share, wet lease and feeder flights
2.4 Governing law
2.5 Conditions prevail over Regulations and the Sites
3.1 General provisions
3.2 Period of validity
3.3 Sequence of use of the flight segments on your Ticket
3.4 Name and address of carrier
4. Fares, taxes, fees and charges
4.2 Calculation of applicable fares
4.3 Taxes, fees, chares and surcharges
5.1 Reservation requirements
5.2 Ticketing time limits
5.3 Personal data
5.4 Service classes and seats
5.6 Reconfirmation of reservations
6. Check-in and boarding
7. EL AL or UP’s right to refuse to carry you or to ban you from travel
7.1 Right to refuse carriage
7.2 Recourse when carriage refused
7.3 Right to refuse carriage on future flights
7.4 Fitness to fly
7.5 Special assistance
7.6 On board services
7.7 Ground services
8.1 Free carry-on baggage allowance
8.2 Checked baggage and excess baggage
8.3 Items unacceptable as baggage
8.4 Right to refuse carriage
8.5 Right of search
8.6 Checked baggage
8.7 Unchecked baggage
8.8 Collection and delivery of checked baggage
8.10 Plants and Plant Products
9. Schedules, delays and cancellation of flights
9.2 Cancellation, rerouting, delays and denied boarding compensation
10.1 Refunds - general
10.2 Involuntary refunds
10.3 Voluntary refunds
10.4 Refund on lost ticket
10.5 Right to refuse refund
10.7 By whom ticket refundable
10.8 Bonus ticket
11. Conduct aboard aircraft
11.2 On board alcohol and drugs
11.3 Breach of duty
12. Arrangements for other services
13. Administrative formalities
13.2 Travel documents
13.3 Refusal of entry
13.4 Passenger responsible for fines, detention costs
13.5 Customs inspection
13.6 Security inspection
14. Successive carriers
15. Liability for damage
15.2 Death or injury of passengers
16. Time limitations on claims and handling of baggage claims
16.1 Notice of claims
16.2 Limitation of actions
16.3 Handling baggage claims
17. Other conditions
General Conditions of Carriage:
1. What Particular Expressions Mean in These Conditions
As you read these conditions, please note that:
The terms and conditions are stated in the masculine gender for the sake of convenience, but are equally applicable to the feminine gender.
“Warsaw Convention” means any one of the following legal instruments which are applicable to your carriage:
The Convention for the Unification of Certain Rules Relating to International Carriage by Air, signed in Warsaw on October 12, 1929 (the "Warsaw Convention").
The Warsaw Convention, as amended by a Protocol at The Hague of September 28, 1955.
The Warsaw Convention, as amended by Montreal Protocol No. 1 (1975).
The Warsaw Convention, as amended at The Hague and by Montreal Protocol No. 2 (1975).
The Warsaw Convention, as amended at The Hague and by Montreal Protocol No. 4 (1975).
The Guadalajara Convention (1961).
“Montreal Convention” means the Montreal Convention for the Unification of Certain Rules for International Carriage by Air, signed in Montreal on May 28, 1999.
“We”, “our” “ourselves” and “us” means El Al Israel Airlines Ltd. ("EL AL") and/or EL AL’s UP flight brand ("UP"), as the case may be.
“You”, “your” and “yourself” means any person, except members of the crew, carried or to be carried in an EL AL or UP aircraft, pursuant to a Ticket. (See also definition for “Passenger”).
"UP Site" means UP's website at
"El Al Site" means El Al's website at
"Special Drawing Right" and "SDR" means the composite unit of currency that is the official unit of exchange of the International Monetary Fund.
“Stopover” (which is referred to in the Warsaw Convention and the Montreal Convention as “Agreed Stopping Place”) means those places specified in the Ticket or as presented in the timetables as scheduled stopping places on your journey, which we may nevertheless change or add to in accordance with Article 9, excluding however the place of departure and the place of destination.
“Days” means calendar days, including all seven days of the week; although it is clarified that the day on which notice is dispatched shall not be counted; and provided further that for purposes of determining the duration of validity of a Ticket, the day on which the Ticket is issued, or the date of commencement of the flight shall not be counted.
“Baggage” means your personal property accompanying you on your flight. Unless otherwise specified, it consists of both your Checked Baggage (as defined below) and Unchecked Baggage (as defined below).
"Unchecked Baggage" or “Carry-on Baggage” means any part of your baggage which is not Checked Baggage.
“Checked Baggage” means Baggage of which we take custody and which travels in the hold of the aircraft and for which we have issued a Baggage Identification Tag or a Baggage Check or both.
“Force Majeure” means unusual and unforeseeable circumstances which are beyond the control of the person relying on a force majeure situation, the consequences of which could have not been avoided even if all due care had been exercised. The circumstances specified below shall be deemed as circumstances that are within your control and are foreseeable, which include, without limitation: not possessing valid travel documents for any country you may seek to enter as a point of destination or Stopover; the refusal of any competent authority to permit you to enter a particular country; a pre-existing medical condition of you or a person travelling with you or a close family member of which you were aware or should have been aware with the exercise of due diligence at the time of issue of your ticket; failure to arrange reliable transport or to leave adequate time to complete your journey to an airport in order to check-in at least 180 minutes for economy class passengers and 120 minutes for business and first class passengers (or such longer period as may be specified at time of issue of your Ticket) prior to scheduled departure of your flight; booking a Ticket knowing that you will be unable to be carried on one or more flight segments because of application of these Conditions of Carriage (such as under the circumstances described in Article 7); a pre-existing commitment relating to your employment or business of which you were aware, or should have been aware with the exercise of due diligence, at the time of issue of your Ticket.
“Ticket” means either an E-Ticket or, alternatively, a document issued by us and which constitutes a substitute for the ticket.
“E-Ticket” means the electronic entries in our booking system, in which the carriage booked for you is documented, in respect of which we or our Authorised Agent have issued an E-Ticket Receipt or E-Ticket Receipt/Itinerary.
”Conjunction Ticket” means a Ticket issued to you in combination with another Ticket which together constitute a single contract of carriage.
“Carrier” means an air carrier other than EL AL (or UP), whose Designator Code appears on your Ticket or on a Conjunction Ticket.
“Check-in Deadline” means the time limit determined by us or by another Carrier by which you must have completed check-in formalities and received your boarding pass.
"Paper Document" means the paper document titled “Passenger Ticket/Baggage Check” issued by us or our Authorised Agent.
"Baggage Check Document" means the document issued by us against sending your Checked Baggage for carriage.
“Passenger” means any person holding a Ticket issued in the name of that person, except members of the crew, carried or to be carried in an aircraft (See also definition for “you”, “your” and “yourself”).
“Damage” includes death, injury, or bodily damage to a Passenger. "Damage" also includes loss, partial loss, shortage or other damage, deriving from or connected to carriage or other services relating thereto which are provided by us.
“Authorised Agent” means a travel agent who has been appointed by us or by the International Air Transport Association (IATA) on our behalf to represent us in the sale of air carriage on our flights.
“E-Ticket Receipt” and "E-Ticket Receipt/Itinerary" means a receipt marked as such or marked “Itinerary/Receipt” or "Passenger Receipt/Itinerary", issued by us or our Authorised Agent and delivered to you by e-mail, facsimile, personal delivery, mail or courier.
“(Airline) Designator Code” means the two characters or three letters which identify certain airlines. Our designator code is LY.
“Passenger Coupon” or
“Passenger Receipt” means that portion of the Ticket issued by us or on our behalf, which is so marked and which ultimately is to be retained by you.
“Baggage Identification Tag” means a document issued solely for the purpose of identification of your Checked Baggage.
“Conditions of Contract” means the declarations and conditions included in or delivered with your Ticket or E-Ticket Itinerary/Receipt, which are identified as such and which incorporate these Conditions of Carriage by reference.
"Conditions of Carriage" means these conditions of carriage (General Conditions of Carriage for Passengers and Baggage).
“Tariff” means the air carriage fare, charges and/or related conditions of carriage of an airline which have been filed, where required, with the appropriate government authorities, including conditions and limitations which apply to specific fares.
“Regulations” means our rules for certain aspects of carriage of Passengers and their Baggage which are described or referred to in greater detail in Article 17.
2.1.1 Except as provided in paragraphs 2.2, 2.3 and 2.4 of this Article, our Conditions of Carriage apply wherever we are the operator of your flight or wherever we have a legal liability to you in relation to the flight. These Conditions of Carriage are our conditions of carriage referred to in the Ticket and except as provided in paragraphs 2.2, 2.3 and 2.4 of this Article, apply to those flights or flight segments where our name or Airline Designator Code is indicated in the carrier box of the Ticket for that flight or flight segment.
These Conditions of Carriage also apply to gratuitous and reduced fare carriage except to the extent that we have explicitly provided otherwise in our Regulations.
Where a single Ticket includes a flight combining one flight segment in EL AL or UP and another segment through another air carrier, these Conditions of Carriage shall apply to the flight in EL AL or UP class, and the other segments shall be subject to the conditions relevant thereto.
These Conditions of Carriage and our Tariffs, Regulations, fares and charges are subject to change without notice; provided no such change shall apply (1) in connection with your Ticket fare or Ticket fare conditions after you have paid for your Ticket or your Ticket has been issued, whichever is earlier, and (2) with respect to related services that you shall order, such as choosing a seat or sending baggage, after you have paid for the relevant service. We will be entitled to collect any government authorized surcharge or any government imposed tax, duty or similar or airport tax prior to the commencement of your carriage, even if such authorization came into effect after your Ticket was issued and/or after your paid for your Ticket. We also reserve the right to correct any mistake in the calculation of your fares which may result in a refund by us or an additional payment by you to us.
2.1.2 None of our employees or Authorized Agents are authorised to waive or change these Conditions of Carriage or Tariffs, or to extend or vary the scope of our liability under these Conditions of Carriage.
2.1.3 We operate a special service by the name of UP which is operated to specific destinations. The rules applicable to the said service are specified in these Conditions of Carriage.
If carriage is performed pursuant to a charter agreement, these Conditions of Carriage will apply except only to the extent they are amended, deleted or supplemented by reference or otherwise in the charter agreement or the Ticket. By accepting the carriage pursuant to the said charter agreement, you agree to be bound by the applicable provisions of these Conditions of Carriage as amended by the charter agreement or the Ticket.
Code Share, Wet Lease and Feeder Flights
On some services we have arrangements with other carriers known as “code share” or “feeder flights”. Occasionally, due to high demand or unexpected unavailability of our own aircraft, we may use the services of another carrier according to an arrangement described as “wet lease”. This means that even if you have a reservation with us and hold a Ticket where our name or Airline Designator Code is indicated as the carrier, another carrier may operate the aircraft. If such arrangements apply we will advise you of the carrier operating the aircraft at the time you make a reservation, but if it is a last minute change, at time of boarding. These Conditions of Carriage will apply to such code share, feeder or wet lease flights where our Airline Designator Code is indicated as the carrier in the carrier box of the Ticket for that flight or flight segment.
2.4.1 These Conditions of Carriage are applicable unless they are inconsistent with our Tariffs or applicable law, in which case such Tariffs or law shall prevail.
2.4.2 If any provision of these Conditions of Carriage is invalid under any applicable law, the other provisions shall nevertheless remain valid.
2.4.3 Domestic Carriage in Israel - Carriage by air where the places of departure and destination are situated, according to the agreement between you and us, within the territory of the State of Israel, and it was not agreed on a stopping place outside the territory of the State of Israel, shall be subject to Israeli law as it applies to Domestic Carriage.
The Conditions prevail over the Regulations and the Sites
2.5.1 Except as provided in these Conditions of Carriage, in the event of inconsistency between these Conditions of Carriage and any other Regulations we may have, dealing with particular subjects, these Conditions of Carriage shall prevail.
2.5.2 In the event of a discrepancy between these Conditions of Carriage and the terms and conditions on the EL AL Site or the UP Site, these Conditions of Carriage shall prevail.
3.1.1 The Ticket constitutes prima facie evidence of the contract of carriage between us and you, as the Passenger whose name is stated on the Ticket and incorporates by reference all of these Conditions of Carriage. We will provide carriage only to you if you are holding such Ticket, or holding, as proof of payment or part payment, any other document issued by us or our Authorized Agent. The Conditions of Contract contained in the Ticket include some of the provisions of these Conditions of Carriage. We may require you to produce appropriate identification (including, in our discretion, with recent photographs) before allowing you to board the flight.
3.1.2 We reserve the right to collect a fee from you (to be determined in our discretion) should you require a Paper Document when we are able to let you have an Electronic Ticket or to refuse such a demand.
3.1.3 In the case of an Electronic Ticket, you are required to bring with you to the airport also your e-Ticket Receipt or e-Ticket Receipt/Itinerary or Itinerary/Receipt or Passenger Receipt/Itinerary (whichever is applicable to you) as it may be necessary for you to present it to us and/or to airport immigration, customs, and security personnel.
3.1.4 For the purpose of the Warsaw Convention and the Montreal Convention, a document which is an e-Ticket or an e-Ticket Receipt/Itinerary or an Itinerary/Receipt or a Passenger Receipt/Itinerary or Itinerary/Receipt (whichever is applicable to you) is deemed to serve as a passenger ticket and a baggage check/document of carriage.
3.1.5 A Ticket is not transferable unless it has been issued as part of a package to which European Union Directive 09/314 applies and the following conditions are met:
(a) You transfer your booking under Article 4.3 of the above Directive;
(b) You prove to us or our Authorized Agent that you have satisfied the requirements of Article 4.3 and are entitled to transfer the booking;
(c) You give us or our Authorized Agent reasonable notice of your intention to transfer the booking before your date of departure;
(d) You give us or our Authorized Agent the full name, address and contact number of the person to whom you want the new Ticket to be issued;
(e) You deliver your Ticket to us or our Authorized Agent; and
(f) You pay us or our Authorized Agent an administration fee for issuing the new Ticket (which will be no less than US$50 or the equivalent amount in the same currency used to purchase the package).
Where a transfer is made in accordance with Article 4.3 of the above Directive, you and the party to whom you transfer your Ticket shall be jointly and severally liable to us or our Authorized Agent for payment of the price of the package, or, if part of the price has been paid, for the payment of the balance due, plus any additional costs arising from the transfer and for the administration fee as described in Article 3.1.5(f).
3.1.6 Some Tickets are sold at discounted fares, which if unused, are non-refundable or may require that your travel dates are fixed and firm and may not be changed except subject to payment of an additional amount. Other Tickets may too be subject to restrictive conditions. You should choose the fare best suited to your needs. You may also wish to purchase appropriate insurance for instances in which you have to cancel your Ticket. UP Passengers are advised to check the UP Site with respect to differences regarding the types of ticket (Basic/Smart), since for UP Basic passengers, the ticket booking cannot be cancelled and there is no flexibility with respect to changing dates.
3.1.7 If you have a Ticket, as described in Article 3.1.6 above, which is completely unused, and you are prevented from travelling due to Force Majeure, provided that you promptly advise us and furnish evidence of such Force Majeure, we will provide you with a credit of the non-refundable amount of the fare, for application towards future travel with us, subject to deduction of a reasonable administration fee. Such credit can be used toward purchase of a Ticket for another person.
3.1.8. The Ticket is and remains at all times the property of the issuing carrier.
3.1.9 You shall not be entitled to be carried on a flight unless you possess and present (except in the case of an Electronic Ticket), a valid Ticket containing the flight coupon for that flight and all other unused flight coupons and (except in the case of an Electronic Ticket) the Passenger coupon. In addition, you shall not be entitled to be carried if the Ticket presented is mutilated or if it has been altered otherwise than by us or our Authorized Agent. In the case of an Electronic Ticket, you shall not be entitled to be carried on a flight unless you provide clear identification (which may include, in our discretion, a recent photograph of you).
3.1.10 (a) In case of loss or mutilation of a Ticket which is not an E-Ticket (or part of it) by you or non-presentation of a Ticket containing the Passenger Coupon and all unused flight coupons, upon your request we or our Authorized Agent will replace such Ticket (or part of it) by issuing a new Ticket, provided there is evidence, readily ascertainable at the time, that a Ticket valid for the flight(s) in question was duly issued by us or our Authorized Agent and you sign an undertaking to reimburse us for the costs and losses that we may suffer for misuse of the Ticket. We will not claim reimbursement from you for any such losses which result from our own negligence. We may charge a reasonable administration fee for this service (which will be no less than US$50 or the equivalent amount in the currency used to purchase the Ticket), unless the loss or mutilation was due to our or our Authorised Agent's negligence.
(b) Where such evidence is not available or you do not sign such an undertaking, the carrier issuing the new Ticket may require you to pay up to the full Ticket price for a replacement Ticket, subject to refund (less our reasonable administration fee) if and when the original issuing carrier is satisfied that the lost or mutilated Ticket has not been used before the expiry of its validity. If, upon finding the original Ticket before the expiry of its validity, you surrender it to the carrier issuing the new Ticket, the foregoing refund (less our reasonable administration fee) will be processed at that time.
(c) Any reimbursement undertaking given pursuant to Article 3.1.10(a) will be for an amount up to the value of the original Ticket unless the replaced Ticket is subsequently used or cashed in by you, in which event your reimbursement undertaking will also include our administrative and legal costs and expenses of locating/notifying you and enforcing your undertaking in an additional amount not less than twice the value of the original Ticket.
3.1.11 We will hold you responsible for Ticket purchases made through your credit card unless we receive evidence from your credit card issuer that you reported your credit card as having been stolen or lost before such use was made thereof.
3.1.12 A Ticket is a valuable document and you should take appropriate measures to safeguard it and ensure it is not lost or stolen or mutilated.
Period of validity
3.2.1 Except as otherwise provided in the Ticket, these Conditions of Carriage, or in the applicable Tariffs (which may limit the validity of a Ticket, in which case the limitation will be shown on the Ticket), a Ticket is valid for:
(a) one year from the date of issue; or
(b) subject to the first travel occurring within one year from the date of issue, one year from the date of first travel under the Ticket.
3.2.2 When you are prevented from travelling within the period of validity of the Ticket because at the time you request reservations we are unable to confirm a reservation or we do not operate a flight within such period, the validity of such Ticket will be extended to the date of the first next available flight, or you may be entitled to a refund in accordance with Article 10.3.
3.2.3 If after having commenced your journey, you are prevented from travelling within the period of validity of the Ticket by reason of illness, we may extend the period of validity of your Ticket until the date when you become fit to travel or until our first flight after such date, from the point where the journey is resumed on which space is available in the class of service for which the fare has been paid. Such illness as well as the date by which you will again be fit to travel must be proven by a certificate from a licensed medical practitioner. When the Flight Coupons remaining in the Ticket, involve one or more Stopovers, the validity of such Ticket may be extended for not more than three months from the date shown on such certificate. In such circumstances, we will similarly extend the period of validity of Tickets of other members of your immediate family accompanying you. You may be required to pay a reasonable administration fee for this service (which will be no less than US$50 or the equivalent amount in the currency used to purchase the Ticket).
3.2.4 In the event of death of a Passenger en route, the Tickets of persons accompanying the Passenger may be modified by waiving the minimum stay or extending the validity. In the event of a death in the immediate family of a Passenger who has commenced travel, the validity of the Passenger’s Tickets and those of his or her immediate family accompanying the Passenger may likewise be modified. Any such modification shall be made upon receipt of a valid death certificate and any such extension of validity shall not be for a period longer than forty-five (45) Days from the date of the death. This service shall entail payment of a reasonable administration fee (which will be no less than US$50 or the equivalent amount in the currency used to purchase the Ticket).
3.3 Sequence of use of the flight segments on your Ticket
3.3.1 The Ticket you have purchased is valid only for the transportation as shown on the Ticket, from the place of departure via any Stopover to the final destination, according to their sequence on the Ticket. The fare you have paid is based upon our tariff and is for the transportation as shown on the Ticket, and forms an essential part of our contract with you. The Ticket will not be honored and will lose its validity if all the Flight Coupons are not used in the sequence provided in the Ticket
3.3.2 Should you wish to change part or all of your transportation you must contact us or our Authorised Agent in advance. The fare for your new transportation will be calculated and you will be given the option of accepting the new price or maintaining your original transportation as ticketed. Should you be required to change any aspect of your transportation due to Force Majeure, you must contact us as soon as practicable and we will use reasonable efforts to transport you to your next Stopover or final destination, without recalculation of the fare, provided that you promptly advise us and furnish evidence, to our satisfaction, of the existence of such Force Majeure.
3.3.3 Should you change your transportation without our agreement, the unused flight segments in your Ticket will not be valid for travel and we will not carry you until we or our Authorised Agent will have assessed the correct price for your actual travel, and you shall pay any difference between the price you have paid and the total price applicable for your revised transportation. We will refund you the difference if the new price is lower. If you do not act as aforesaid, the unused flight segments in your Ticket will be null and void, unusable and non-refundable.
3.3.4 Please be aware that while some types of changes will not result in a change of fare, others, such as changing the place of departure (for example if you do not fly the first segment) or reversing the direction of your travel, can result in an increase in price. Many fares are valid only on the dates and for the flights shown on the Ticket and may not be changed at all, or only upon payment of an additional amount or fee.
3.3.5 Subject to Article 9.2.4, each flight coupon contained in your Ticket, or in the case of an E-Ticket, each flight segment in your Ticket, will be accepted for transportation in the class of service on the date and flight for which the booking was made. When a Ticket is originally issued without a reservation or a seat booking, space may be later reserved subject to our tariff and the availability of space on the flight requested.
3.3.6 Please be advised that in the event you do not show up for any flight without advising us in advance, we will cancel your return or onward flight reservations.
Name and address of carrier
Our name may be abbreviated to our Airline Designator Code, or otherwise, in the Ticket. Our Head Office address is Ben Gurion International Airport, Box 41, zip code 7015001 Israel, for attention Customer Service Manager and in all other cases our address shall be deemed to be the airport of departure shown opposite the first abbreviation of our name in the “carrier” box in the Ticket, or in the case of an Electronic Ticket, as indicated for our first flight segment in the Itinerary Receipt, marked for attention of our Station Manager.
Stopovers may be permitted at agreed stopping places if arranged with us in advance and provided for in the Ticket, and are subject to government requirements, the Tariff, our Regulations and our timetables. Additional charges for stopovers will be payable as provided in our Regulations.
4. Fares, Taxes, Fees and Charges
Fares apply only for carriage from the airport at the place of departure to the airport at the point of destination, on the date specified in the Ticket, unless otherwise expressly stated. Fares also do not include ground transport service between airports and between airports and town terminals unless our Regulations provide that such ground transport will be furnished by us without additional charge. Your fare will be calculated in accordance with our tariff in effect on the date of payment of your Ticket or on the date that your Ticket is issued, whichever occurs first, for travel on the specific dates and itinerary shown on it. Should you change your itinerary or dates of travel, this may affect the fare that you will be required to pay. The fare may be increased and an additional payment may be required.
For UP passengers – on-board services, including choosing a specific seat and sending checked baggage, shall be charged according to the services package purchased (UP Basic or UP Smart), and subject to the availability of the various seating alternatives, according to the terms and conditions of the service class (economy class or economy class plus) in which the seat was chosen. Passengers who purchase the UP Basic package may order various services in advance for payment, such as Checked Baggage or seating, which are not part of our commitment to you, and if these services exist, a separate payment shall be collected therefor. Additional services, such as inflight entertainment services, the supply of snacks, etc., may be purchased for additional payment during the flight. Your price, including the price of the ticket and the price of the services, shall be calculated in accordance with our effective rate: (1) with respect to the ticket – on the date of payment for your ticket or on the date of issuance of your ticket, whichever is first, and (2) with respect to the services that you shall order, such as choosing a seat or sending baggage, on the date of payment for the services, all for a journey on the specific dates and according to the itinerary as specified on the Ticket or the service order form. Any change in your itinerary or travel dates may affect the price that you will be required to pay, including change or cancellation fees, or in some cases a change will not be possible, while there is a difference between UP Basic passengers and UP Smart passengers. For full details, visit the UP Site.
Calculation of applicable fares
Applicable fares for carriage governed by these Conditions of Carriage are those published by or on behalf of us or, if not so published, as shall be determined by us from time to time. Subject to government requirements and our Regulations, the applicable fare is the fare for the flight or flights in effect on the date of payment for your Ticket or on the date your Ticket is issued, whichever is earlier. When the amount that has been collected is not the applicable fare, the difference shall be paid by you, or as the case may be, refunded by us in accordance with our Regulations.
For UP passengers – subject to government regulations and our Regulations, the applicable fare is (1) for the flight or flights, in effect on the date of payment for your Ticket or on the date your Ticket is issued, whichever is earlier; and (2) for services that shall be ordered, such as choosing a specific seat, sending baggage, entertainment services etc. (which may be purchased during the flight only), the price as shall be valid on the date of payment for the relevant service.
4.3 Taxes, fees, charges and surcharges
Applicable taxes, fees and charges imposed by government or other authority, or by the operator of an airport, or any surcharge or other charges authorized by the competent authority, shall be payable by you. At the time you purchase your Ticket, you will be advised of taxes, fees, charges and surcharges not included in the fare or the price of the services, most of which will normally be shown separately on the Ticket. The taxes, fees, charges and surcharges imposed on air carrier are constantly changing and can be imposed after your initial reservation or after the date of Ticket issuance. A surcharge may be imposed or increased by a competent authority after the date of Ticket issuance. If an increase in a tax, fee, charge or surcharge is shown, you will be obliged to pay it. Likewise, if a new tax, fee or charge is imposed or a surcharge be authorized by the competent authority even after Ticket issuance, you will be obliged to pay it. Similarly, in the event any taxes, fees or charges or a surcharge authorized by the competent authority which you have paid to us at the time of Ticket issuance are abolished or reduced such that they no longer apply to you, or a lesser amount is due, you will be entitled to claim a refund.
Fares, prices of related services and in-flight services, taxes, fees, charges and surcharges are payable in the currency used in the country in which the Ticket is issued, unless another currency is indicated by us or our Authorised Agent, at or before the time payment is made (for example, because of the non-convertibility of the local currency). At our discretion, fares, taxes, fees, charges and surcharges may be specified in the currency of another country but be payable in the currency of the country in which the Ticket is issued, calculated at the bank (designated by us) selling rate for cheques and transfers. We may in our discretion, accept payment in another currency.
5.1 Reservation requirements
5.1.1 We or our Authorized Agent will record your reservation(s) in our computer system. Per your request we will provide you with written confirmation of your reservation(s).
5.1.2 Certain fares have conditions which limit or exclude your right to change or cancel reservations or require ticketing as a condition to securing the fare. UP customers – for the differences between the types of ticket (UP Basic and UP Smart) with respect to the ticket limitations, visit the UP Site.
Ticketing time limits
If you have not paid for the Ticket prior to the specified ticketing time limit, as advised by us or our Authorized Agent, we may decide to cancel your reservation.
You recognize that your personal data (including sensitive personal data where appropriate) has been provided to us for the purposes of:
5.3.1 making a reservation for carriage;
5.3.2 issuing a Ticket;
5.3.3 providing you with transportation and ancillary services related to your travel;
5.3.4 administration of accounting, billing and auditing and other administrative purposes;
5.3.5 checking credit or other payment cards;
5.3.6 handling procedures for entering and exiting the countries included in your journey, dealing with customs control in the country or countries of a Stopover or in the country of your place of departure or in the country of your place of destination;
5.3.7 facilitating security check(s) and meeting security requirements, including the use of biometrics;
5.3.8 handling customer relations issues;
5.3.9 analysis of statistics;
5.3.10 operating frequent flyer programmes, including our own and those of suppliers or partners or should we become a member of an alliance;
5.3.11 systems testing, maintenance or development;
5.3.12 checking against list of persons in respect of whom we have decided not to carry under the provisions of Article 7 or Article 11;
5.3.13 meeting legal obligations to make such data available to government agencies in connection with your travel for security, emergency or other reasons;
5.3.14 organizing assistance and support to passengers with reduced mobility at the airport;
5.3.15 preventing and detecting crime; and/or
5.3.16 subject to receipt of your prior written consent, for marketing and direct marketing purposes.
For all these purposes, you authorize us to retain and use such data and to transmit it to our own offices, our subsidiaries, our contractors, Authorised Agents, government agencies, police and regulatory authorities, credit and other payment card companies, security companies or credit check companies, other Carriers or the relevant providers of your travel arrangements, such as hotels, travel companies and other such entities. You agree that we (or our agent) may contact you after your flight for your observations on our services and for your input and assistance in improving our level of service. We may also retain your personal data for direct marketing and market research, subject to receipt of your prior written consent, although you may request at any time to be removed from the direct marketing mailing list. We undertake to collect, process, store and transfer your data in compliance with applicable data protection legislation. We bring to your attention that for border control, flight security and similar purposes governments require advance notification of arrivals and departures through electronic transmission of passenger and crew member manifests described as Advance Passenger Information as well as government access to information contained in your Passenger Name Record stored in our computer reservation system. Governments may also require information about you for use in emergency situations or for purposes of security or when the public interest so requires. In the unlikely event of an emergency situation, we may disclose your personal data including sensitive personal data to any of the entities named above, along with emergency support services, medical staff, next of kin. You expressly consent to disclosure as specified above and the transmission of the information to the relevant entities.
Service classes and seats
Different service classes may be available on the various aircrafts, with varying fares (such as economy, economy+, business, etc.). The service, including food, varies between the classes. For an upgrade,
For UP passengers, there are only two service classes - economy and economy plus, whose terms of service are different to the classes of the same name on EL AL flights. For details,
click here. Economy class plus may be booked subject to availability at the time of the booking, without any additional payment for passengers having purchased an UP Smart ticket, or for additional payment subject to availability at the time of the booking for passengers having purchased UP Basic.
Except in cases of Passengers who notified us in advance that they require special assistance, and except in the case of a booking/purchase of a specific seat on the aircraft, subject to its availability at the time of the booking, we do not allocate a seat on our flights in advance. However, if you purchased a "reserved seat" or if the conditions of your Ticket so allow, you may book a seat in a specific part of the aircraft in advance, subject to availability at the time of the booking. Any passenger who has not booked a seat will be allocated one of the seats available at check-in.
UP passengers having purchased an UP Basic ticket who wish to book a seat in a specific part of the aircraft may do so for payment in accordance with the type of seat, based on availability of the seats on the date of the booking of the seat. Full details are available on the
UP Site. UP passengers having purchased an UP Smart ticket and Top Platinum, Platinum and Gold members of EL AL's Frequent Flyer Club are entitled to choose the seat, free of charge, subject to the availability of the seat on the date of the booking of the seat. Full details are available on the
UP Site. Certain restrictions may apply with respect to these seats. Any passenger who shall not have booked a seat will be allocated one of the seats available at check-in.
We will endeavour to honour advance seating bookings, however, we cannot guarantee any particular seat. We reserve the right to assign or reassign seats at any time, even after boarding of the aircraft. This may be necessary for operational, safety, security or other reasonable reasons. In the event that we shall allocate a specific seat that you purchased as aforesaid, and we move you, at our initiative, to a seat in its vicinity, which entails no payment, you will be entitled, as a sole and exclusive remedy, to a refund of the amount paid for the reallocated seat.
Should you move without our permission to a higher class than that to which you are entitled under the Ticket purchased by you or with respect to UP Basic Passenger - to a specific seat which was not booked by you, we will be entitled to payment therefore on the basis of the one way charge current on the date of your flight and may retain your Baggage as security until we are paid. We will make reasonable efforts (but cannot guarantee) to provide Passengers accompanied by children under 12 months with basinettes on a “first book, first served” basis. We are not required to provide more than one seat to a Passenger per Ticket. Any Passenger for whom it is necessary to occupy the space of two seats may be charged for two seats.
5.5.1 For your carriage, we will try to provide the aircraft specified in our timetable or specified to you at the time of issue of your Ticket, however, we cannot guarantee that you will be carried on any particular aircraft. We reserve the right to substitute a different aircraft type and model in our sole discretion. This may be necessary for operational, technical, safety security or reasonable commercial reasons.
5.5.2 There may be occasions where it is necessary for us to temporarily supplement our fleet with aircraft operated for our benefit by another airline. In such circumstances, we shall try to ensure that you receive the same level of services offered, including in-flight service, entertainment, and Baggage allowance to which you are entitled, according to the conditions of your Ticket, or if you booked such services in advance, but we cannot guarantee that this will always be possible. As provided in Article 7.6, on board services do not form part of our commitment to you.
Reconfirmation of reservations
5.6.1 Onward or return reservations may be subject to the requirement to reconfirm the reservations within specified time limits. We will advise you when we require reconfirmation, and how and where it should be done. If it is required and you fail to reconfirm, we may decide to cancel your onward or return reservations. However, if you advise us you still wish to travel, and there is space on the flight, we will reinstate your reservations and transport you. If there is no space on the flight we will use reasonable efforts to transport you on a subsequent flight to your next or final destination.
5.6.2 You are responsible for checking the reconfirmation requirements of any other Carriers involved in your journey with them. Where it is required, you must reconfirm with the Carrier whose Airline Designator Code appears for the flight in question on the Ticket.
6. Check-In and Boarding
6.1 Check-in Deadlines are different at every airport and we recommend that you inform yourself about these Check-in Deadlines in advance and honour them. Your journey will be smoother if you allow yourself ample time to comply with the Check-in Deadlines. As a minimum, you are required to present yourself for check-in (including the security check) no later than two and a quarter hours (two hours and fifteen minutes) for economy class Passengers and two hours at the latest for Business and First class Passengers, prior to the scheduled departure time of your flight (the "Check-in Deadlines").
UP passengers who check in at the airport are required to complete the check-in process (including the security check) no later than at least two and a quarter hours (two hours and fifteen minutes) before the departure time stated on the flight ticket.
Flights will not be delayed for Passengers who are late presenting themselves for check-in. Late Passengers will not board the flight.
Online check-in is available free of charge (on the EL AL or UP sites, as the case may be, and via the mobile app) from anywhere between 24 hours and up to 3 hours before the departure time, free of charge. For passengers having purchased an UP Basic ticket – the cost of check-in at the airport is $10 per passenger per flight segment. Passengers having purchased an UP Smart ticket and members of EL AL's Frequent Flyer Club enjoy airport check-in benefits – see the UP Site for updates.
If you have a pre-printed boarding pass and a Check-in at the airport is not required, then, after you have completed the security check, you are required to commence border control (passport) formalities no later than 2 hours 15 minutes before the departure time stated on the Ticket for economy class and UP passengers, and 1 hour 30 minutes before departure for first and business class.
Since a security check is carried out before the check-in counter is reached, you are advised to arrive at the airport approx. four hours before the departure time.
We reserve the right to cancel your reservation or change your seat assignment within your ticketed class of carriage (if you booked seating in advance) if you do not comply with the Check-in Deadlines indicated. Arriving late to check-in might lead to denial of your entitlement to any benefits, including those given by the power of Aviation Services Law (Compensation and Assistance for Flight Cancellation or Change of Conditions), 5772 - 2012. You need to obtain your boarding pass by the Check-in Deadline. Check-in Deadlines for our flights can be found in your e-Ticket Receipt/Itinerary. For other transporting airlines check-in deadlines, please obtain from the airline concerned or its agent.
6.2 You must be present at the boarding gate not later than the time specified on your boarding pass, and, only if not indicated on your boarding pass, by the time specified by us when you check-in.
6.3 We may decide to cancel the space reserved for you or change your seat assignment within your ticketed class of carriage or in which you booked a seat if you fail to arrive at the boarding gate in time. Our boarding gates close no later than 15 minutes before the departure time indicated on your boarding pass. If you fail to arrive at the boarding gate by no later than 15 minutes before the departure time indicated on your boarding pass or if not indicated on your boarding pass, by the time specified by us when you check-in and as a result the space reserved for you is cancelled, we may charge you with the costs incurred by us for unloading your Checked Baggage and other costs incurred by us (such as but not limited to denied boarding compensation paid to a passenger who was denied boarding since we are unable to reassign your unused seat at the last minute) solely as a result of your late or non-arrival at the boarding gate. We may refuse to carry you after we commence the unloading of your Checked Baggage. We may retain your Checked Baggage as a lien until you have reimbursed us the costs and expenses incurred by us due to your failure to arrive at the boarding gate in time. Please be aware that since we accepted you as a passenger at check-in, we regard your Ticket as having been utilized and you will not be entitled to a replacement Ticket or a refund.
6.4 We will not be liable to you for any loss or expense incurred due to your failure to comply with the provisions of this Article 6.
7. EL AL or UP’s Right to Refuse to Carry You or Ban You From Travel
Right to refuse carriage
We may decide to refuse to carry you or your Baggage if, in our opinion, one or more of the following have occurred:
7.1.1 refusal to carry is necessary in order to comply with any applicable government laws, regulations or orders; or
7.1.2 you commit, or have committed a criminal offence during any of the operations of embarkation on your flight, or disembarkation from a connecting flight, or on board the aircraft whether in connection with your current flight or a previous unconnected flight, whether with us or on board another carrier; or
7.1.3 you fail, or have failed, to obey or observe safety or security instructions of, or obstruct or hinder, ground staff, aircrew or security personnel in the performance of their duty; or
7.1.4 you use, or have used, threatening, abusive, or insulting words or behave, or have behaved, in a threatening, abusive, insulting or disorderly manner to security personnel, ground staff or flight (cockpit or cabin) crew prior to or during boarding the aircraft or during the flight; or
7.1.5 you have intimidated or deliberately interfered with security personnel or with a member of our staff or a member of the crew of the aircraft carrying out their duties; or
7.1.6 you have sat in a seat not assigned to you and refused the request of our staff or crew to move to your assigned seat; or
7.1.7 the carriage of you or your Baggage includes hazardous substances or materials or may endanger or affect, or has endangered or affected, the safety of the aircraft or anyone in the aircraft; or
7.1.8 carriage of you or your Baggage may endanger or affect the flight, discipline on the flight, the safety or health of other Passengers or members of the crew; or
7.1.9 carriage of you or your Unchecked Baggage may materially affect the comfort of other Passengers or do not meet other relevant restrictions which apply to the carriage of baggage; or
7.1.10 your mental or physical state, including your impairment from alcohol or drugs, appears to present a hazard or risk to yourself, to Passengers, to crew, to the aircraft or any person or property on the aircraft or at the destination or represents a likely source of material annoyance or discomfort to other Passengers; or
7.1.11 risk to flight safety or discipline on the flight; or
7.1.12 you have refused to submit yourself or your Baggage to a security check or to comply with the requests or directions of security personnel; or
7.1.13 you fail, or have failed, to observe our instructions with respect to safety or security and comfort of other Passengers on matters such as, but not limited to, seating, the fastening of safety belts, storage of Unchecked Baggage, smoking, consumption of alcohol or use of drugs, use of electronic equipment including, but not limited to mobile/cellular phones, laptop computers, PDAs, portable recorder, portable radios, CD, DVD and MP3 players, electronic games or transmitting devices; or
7.1.14 you are, or we reasonably suspect you are, in the unlawful possession of drugs; or
7.1.15 you have made a hoax bomb or hijack threat; or
7.1.16 you have not paid the applicable fare, taxes, fees, charges or surcharges; or
7.1.17 you have failed to provide satisfactory positive identification including recent photographs or you have failed to cooperate with us in the use of biometrics.
7.1.18 you do not have, or do not appear to have, adequate, valid travel documents, or it seems you seek to enter a country through which you supposed to be in transit, or for which you do not have valid travel documents, you have lost or destroyed your travel documents during flight or have refused to allow us to photocopy your travel documents or refused to deposit or surrender your travel documents with or to the flight crew, when so requested; or
7.1.19 you do not appear to be able to meet requisite visa requirements in relation to any country through which you may be in transit or into which you may seek entry; or
7.1.20 we have been informed by the immigration or other authorities of the country to which you are travelling, or for a country in which you have a Stopover planned, that you will not be permitted entry to such country even if you have valid travel documents; or
7.1.21 you have failed to give us information in your possession which a governmental authority has lawfully asked us to give about you; or
7.1.22 you have not presented a valid Ticket or you present a Ticket that has been or appears to have been acquired unlawfully, has been purchased from an entity other than us or our Authorized Agent, or has been reported as being mutilated, lost or stolen, is a counterfeit, or you cannot prove that you are the person named in the Ticket; or
7.1.23 you have failed to comply with the requirements set forth in Article 3.3 above concerning Flight Coupon sequence and use, or you present a Ticket which has been issued or altered in any way, other than by us or our Authorized Agent, or the Ticket is mutilated; or
7.1.24 you have not presented a valid Ticket or your boarding pass or your travel documents when reasonably requested to do so; or
7.1.25 you have failed to complete the check-in process by the Check-in Deadline or you have failed to arrive at the boarding gate at the time specified by us when you checked-in; or
7.1.26 we have notified you in writing that we would not at any time after the date of such notice carry you on our flights; or
7.1.27 you do not appear, and cannot reasonably satisfy us otherwise, that you are medically fit to fly, as required by Article 7.4; or
7.1.28 you, or someone who is legally responsible for you if you are a minor, has failed to comply with the requirements of Article 7.5; or
7.1.29 you, or someone for whom you are responsible travelling with you (such as, but not limited to, a minor) is not permitted by law or court order from leaving the jurisdiction of the place of departure of the aircraft; or
7.1.30 you included in your Baggage any item referred to in Article 8.3 below; or
7.1.31 you have deliberately damaged or unlawfully removed any of our equipment or property including telephony and in-flight entertainment equipment; or
7.1.32 by word or by behaviour, you have been unduly aggressive, intimidating, threatening, abusive or insulting, including behaviour which may be described as sexual harassment, towards other Passengers; or
7.1.33 by word or by behaviour, you have behaved in a manner to which other Passengers may reasonably object or have objected or your behaviour is likely to cause discomfort or unnecessary inconvenience to other Passengers or behaviour as stated in Article 11 below; or
7.1.34 you have previously committed one of the acts or omissions referred to above or on a previous flight committed misconduct of the type referred to in Article 11; or
7.1.35 we have been notified or we have good reason to believe that you have previously committed one of the acts or omissions referred to in these Conditions prior to or while boarding or disembarking or during flight aboard the aircraft of another Carrier.
Recourse when carriage refused
You agree that your sole remedy for being refused carriage for reasons of safety or for any of the reasons specified in Article 7.1 above shall be the recovery of the refund value of your unused Ticket or portion thereof, in accordance with these Conditions, and related services that were purchased by you such as baggage and a specific seat which were not used, subject to deduction of any applicable handling charge. Except as provided in this paragraph, you agree that we shall not be liable to you or to any person for any refund, loss, damage or expense whatsoever arising from or in connection with a refusal of carriage pursuant to Article 7.1, whether arising in tort, contract or otherwise.
Right to refuse carriage on future flights
Should any of the reasons set forth in Article 7.1 apply or should you fail wholly or partially to observe any of the duties placed on you by Articles 11.1 and 11.2, then, in the reasonable exercise of our discretion, we may refuse to carry you or your Baggage on future flights (either indefinitely or for such period as we in our sole discretion may decide). In such a case, we will notify you thereof in writing (at your address if known or by e-mail or through your travel agent) at any time, and at no time from the date of such notice will we be obligated to carry you on our flights. Under such circumstances, you will be entitled to a refund as stated in Article 7.2 above, as a sole and exclusive remedy.
Fitness to fly
7.4.1 At all times, you will be responsible for the costs and charges and results of professional medical assistance whether aboard the aircraft or as a result of an unscheduled landing due to a condition not attributable to us, including associated costs such as ambulance, medical assistance, hospitalization and the like. If we disburse any amounts on your behalf, you will reimburse us upon our first demand. Our written confirmation of the said costs will constitute conclusive evidence in this regard.
7.4.2 Prior to boarding the aircraft for carriage you must be reasonably satisfied that you are medically fit to fly. No medical examination is necessary unless you are in doubt about your condition or you know that you have a condition which might be exacerbated by the normal operation of an aircraft or could cause you difficulty if you are unable to gain access before the end of your flight to professional medical assistance. If in doubt, you are obliged to seek professional medical advice before flying with us. Whenever you are aware of a medical condition of the type just mentioned, you must give notice to us at the time of ticketing or on the date you first learn of the said medical condition, whichever is earlier. If you fail to give us notice as aforesaid and we are compelled to make an unscheduled landing in order for you to obtain medical assistance, you may be requested to reimburse us for any costs we incur for such landing or in connection therewith, including due to demands and/or suits of third parties, and for any other expense we incur on your behalf.
Carriage of unaccompanied children, incapacitated persons, persons with limited mobility, pregnant women, persons with illness or other people requiring special assistance is subject to prior agreement with us. If arrangements have not been made at least 48 hours before check-in, we may decide not to carry such persons requiring special assistance. Passengers with disabilities or Passengers requiring special assistance as aforesaid who have fully advised us or our Authorized Agent of any special requirements they may have at the time of ticketing, and been accepted by us, shall not subsequently be refused carriage on the basis of such disability or special requirements unless they fail to comply with these Conditions of Carriage including, but without limitation, due to the provisions of Articles 7.1 or 7.4. We may charge a reasonable administration fee for the carriage of unaccompanied children (which in our case will be no less than US $50 or the equivalent amount in the currency used to purchase the Ticket).
It is clarified that for Passengers with disabilities flying with a wheelchair, we do not charge for carrying your wheelchair in the baggage holds of the aircraft. For details and conditions regarding carrying a wheelchair, click here.
On board services
We do not commit to the provision or availability or suitability of in-flight entertainment (such as but not only movies, video, audio, video on demand, interactivity or reading material), meals, alcohol, special meals or any particular type of meals or the availability of special in-flight services such as duty free sales, telephony, computer or internet connections. Such facilities and services do not form part of our commitment to you, whether you fly on our flights (EL AL or UP) or those of other carriers arranged by us such as code share, wet lease, feeder flights or connections flights. To the extent we provide such on board services, we do not warranty that such on board services will always be available or in good working condition. To the extent that they are available, they may be charged for separately, including according to the location of the service class, according to our standard Tariffs from time to time. To the extent we provide such on board services, we need to take the requirements and desires of a diverse and dissimilar population into account and we do not warranty that such on board services will be to your liking, sensitivity or taste. Further we reserve the right to change, add, reduce or eliminate such on board services without prior notice. While we cannot commit to the provision of special meals, it would be helpful if you would request such special meals at least 48 hours prior to scheduled time of departure (this does not apply to UP Passengers).
For operational reasons, we cannot make any guarantees about the provision/availability of ground services including, but not limited to, complementary transfer services, fast track check-in services, fast track offload of Checked Baggage, lounges and the facilities available therein (such as, but not limited to, access for incapacitated persons, or persons with limited mobility, food, special food and refreshments).Some of the services are provided for additional payment or to members of the Frequent Flyers Club only. Some of the said services are provided by third parties to our order, and therefore despite use of our reasonable endeavours, it is not possible for us to guarantee that they will always conform to their exact description.
Free carry-on baggage allowance
You may carry some carry-on Baggage, free of charge, subject to our conditions and limitations, as specified on the
EL AL Site, and for UP Passengers as specified on the
UP Site. The conditions and limitations are also available from our offices at Ben Gurion International Airport, Box 41, 70100 Israel, by written request addressed to Customer Service Manager. For your convenience, our policy with respect to hand and cabin baggage and checked baggage is fully set out also in your Ticket. For details regarding the baggage policy of other transporting airlines, please obtain from the airline concerned or its agent.
Checked Baggage and excess baggage
For EL AL Passengers - you may deposit Checked Baggage with us, free of charge, in accordance with our conditions and limitations (click here for information regarding Checked Baggage).
For UP Passengers - you may deposit Checked Baggage with us, for payment, subject to our conditions and limitations, while UP Smart Passengers are entitled to one item of Checked Baggage free of charge, subject to our conditions and limitations (click here for information regarding Checked Baggage).
The deposit of Baggage or of additional Baggage may be reserved on the UP Site.
You will further be required to pay for carriage of Carry-On Baggage in excess of the free Carry-On Baggage allowance, including for sports equipment and musical instruments, all subject to our conditions and limitations. For details regarding the baggage rates,
click here. These rates are also available from us upon request and are also available from our offices at Ben Gurion International Airport, Box 41, 70100 Israel, c/o Customer Service Manager.
8.3 Items unacceptable as baggage
8.3.1 You must not include in your Baggage items which do not constitute Baggage as defined in Article 1 of these Conditions of Carriage, as well as the following items:
(a) items or substances which are likely to endanger the aircraft or persons or property on board the aircraft, such as explosives, compressed gases, oxidizing radio-active or magnetized materials, materials that are easily ignited, poisonous, offensive or irritating substances or liquids, substances which are specified in the conditions of your Ticket and/or other substances or liquids which are specified in the International Civil Aviation Organisation (ICAO) Technical Instructions for the Safe Transport of Dangerous Goods by Air and the International Air Transport Association (IATA) Dangerous Goods Regulations, and in our Regulations (further information is available from us on request);
(b) items the possession or carriage of which is prohibited by applicable laws, regulations or orders of any state to be flown from or to;
(c) items which are considered by us to be unsuitable for carriage because they are dangerous, unsafe or by reason of their weight, size, shape, contents or character, or which are fragile or perishable having regard to, among other things, the type of aircraft being used, or on grounds of operation safety or due to the convenience of other Passengers. We reserve the sole and absolute right to determine whether an item is entirely unacceptable or whether it may be accepted but as Checked Baggage only. Information about unacceptable items is available upon request.
(d) security authorities at the airport of departure in most countries will limit you to a very small quantity of liquids, aerosols and gels in containers (usually not exceeding 100ml) for carriage in cabin/hand baggage. These allowances are sometimes changed by security authorities and it is your responsibility to check for the latest regulations before you commence your journey.
8.3.2 Firearms and ammunition other than for hunting and sporting purposes are prohibited from carriage as Baggage. Firearms and ammunition for hunting and sporting purposes may be accepted as Checked Baggage, subject to the provisions of these Conditions of Carriage. Firearms must be unloaded with the safety catch on, and suitably packed, and accompanied by all documents legally required by the country of departure, destination and any Stopovers. Carriage of ammunition is subject to ICAO and IATA regulations as specified in Article 8.3.1(a) above.
8.3.3 Weapons such as antique firearms, swords, knives, toy or replica guns, bows and arrows and similar items may be accepted only as Checked Baggage, at our discretion, but in any event will not be permitted in the cabin of the aircraft.
8.3.4 Without derogating from the provisions of this Article 8.3 above, you must not include in Checked Baggage:
(a) fragile or perishable items;
(b) valuable items (including, without limitation, money, jewelry, watches, precious metals, sunglasses, cameras, computers unless security personnel require that your lap computer be included in the Checked Baggage and you make a special declaration of value in accordance with clause 15.3.7, personal electronic devices, mobile phones);
(c) any medication or medical equipment which may be required in-flight or during your trip or which cannot be promptly or easily replaced if lost or damaged;
(d) keys, including house or car keys; unless security personnel require that keys with electronic control be included in the Checked Baggage and you make a special declaration of value in accordance with clause 15.3.7.
(e) valuable documents (including, but not limited to, business documents, passports and other identification documents, negotiable papers, securities, deeds); or
If an item of Unchecked Baggage is required, for any reason, to become Checked Baggage, you must remove all items of the type mentioned above.
8.3.5 You must disclose to our staff at check-in if you are carrying any item referred to in Article 8.3, whether in the Unchecked Baggage or the Checked Baggage.
8.3.6 We bring to your attention that government authorities in many countries have issued lists of articles (a) permitted in carry-on baggage, (b) which passengers are not permitted to carry into the security restricted area of the airport and the cabin of passenger aircraft and (c) which shall not be placed in the hold of passenger aircraft. You should be aware that the lists may be changed from time to time and at any time by authorities worldwide. In particular, please be aware of directions published by the Transport Security Administration of the United States of America and of the regulations of the European Union. Please note those articles which are not permitted in the cabin and those articles which are not permitted in the hold.
For the latest USA requirements, go to "TSA" on the internet and on the first page enter: "View our Permitted & Prohibited Items".
For the latest EU rules on liquids, please go to
8.3.7 Different countries have different requirements and requirements change at any time and from time to time. It is your responsibility to check from time to time and familiarise yourself with the requirements relating to permitted and prohibited items of the country or countries of your destination.
8.3.8 In the event a security officer identifies a prohibited item in your baggage, you will be required to either check that item with your Checked Baggage, or dispose of it at the checkpoint, upon demand and at your responsibility.
8.3.9 We are not responsible for losses, discomfort or expenses you may incur if security personnel confiscate any of your items.
8.4 Right to refuse carriage
8.4.1 If you do not have the appropriate documentation which may be required by law or specified by the International Civil Aviation Organization or by the International Air Transport Association's Dangerous Goods Regulation for the items listed in Articles 8.3.1 to 8.3.4, we will refuse to carry the items.
8.4.2 If we discover you are carrying an unacceptable item which you have not disclosed, we will refuse to carry such item/s and may decide to refuse you carriage. We will be entitled to bring your attempt to carry an unacceptable item to the attention of the appropriate authorities.
8.4.3 We may refuse to accept Baggage for carriage unless it is in our reasonable opinion properly and securely packed in suitable containers. Information about packing and container unacceptable to us is available upon request.
Right of search
We or security authorities may request that you permit a search and scan of your body and a search, scan or x-ray of your Baggage. With respect to a search of your body, please be aware that security authorities are entitled to conduct intensive personal searches and we have no responsibility for any embarrassment, discomfort, distress or other damage caused, or should the length of time taken by the security authorities to conduct their search and make their inquiries cause you to miss your flight. We refer you to Article 6.1 regarding check-in times. With respect to your Baggage, if you are not available or present, your Baggage may be opened and searched in your absence for the purpose of determining whether you are in possession of or whether your Baggage contains any item described in Article 8.3, including any firearms, ammunition, weapons or similar items which have not been presented to us in accordance with Articles 8.3.2, 8.3.3 or 8.3.7. If you are unwilling to comply with such request we may refuse to carry you and/or your Baggage. Please be aware that, in your absence, security authorities (such as, but not limited to, the USA Transport Security Administration and Israeli security personnel) are entitled to open and check your Baggage. If you decide to lock your Checked Baggage, neither we nor the security authorities are liable for damage caused to locked baggage that must be opened for security purposes, including due to breakage of the lock and/or the Baggage. In the event a search or scan causes Damage to you, or a search, an x-ray or scan causes damage to your Baggage, we shall not be liable for such Damage unless due to our gross negligence.
8.6.1 Upon delivery to us of your Baggage which you wish to check we will issue a Baggage Identification Tag.
8.6.2 You must affix to your Checked Baggage means of identification including your name, address, telephone number and other identifying details. If the Baggage bears no such means of identification, we may affix such identification to the Baggage prior to acceptance thereof.
8.6.3 Checked Baggage will, whenever possible, be carried on the same aircraft as you, unless we decide for safety, security or operational reasons to carry it on an alternative flight. If your Checked Baggage is carried on a subsequent flight we will deliver it to you, unless applicable law requires you to be present for customs clearance.
8.6.4 You must ensure that your Checked Baggage is sufficiently robust, is closed and is well secured to withstand the conditions of carriage by air without sustaining damage (except for fair wear and tear) and such that it will not open in transit and/or carriage, other than as required in such conditions.
8.7.1 We may specify maximum dimensions and/or weight for Baggage which you carry on to the aircraft and such dimensions or restrictions will be specified in the terms and conditions of your Ticket and on the EL AL Site or the UP Site, as the case may be. If we have not done so, the Unchecked Baggage which you carry onto the aircraft must fit under the seat in front of you or in an enclosed storage compartment in the cabin of the aircraft. If your Baggage cannot be stored in this manner, or is of excessive weight, or is considered unsafe for any reason, it must be carried as Checked Baggage.
8.7.2 Objects not suitable for carriage in the cargo compartment (such as delicate musical instruments), and which do not meet the requirements in Article 8.7.1 above, will only be accepted for carriage in the cabin compartment if you have given us notice in advance and permission has been granted by us. You may have to pay an extra charge for this service.
8.7.3 You are required to remove your Unchecked Baggage or other individual items when disembarking. Should you not remove same while disembarking, we may charge you a storage fee. Should your Unchecked Baggage not be claimed within three (3) months of your disembarking, we may dispose of it without any liability to you or to any third party.
Collection and delivery of checked baggage
8.8.1 Subject to Article 8.6.3, you are required to collect your Checked Baggage as soon as it is made available at your destination or Stopover. Should you not collect it within a reasonable time, we may charge you a storage fee. Should your Checked Baggage not be claimed within three (3) months of the time it is made available, we may dispose of it without any liability to you or to any third party.
8.8.2 Only the bearer of the Baggage Check Document and Baggage Identification Tag is entitled to delivery of the Checked Baggage contemplated in the Baggage Check Document or the Baggage Identification Tag. However, we cannot take responsibility for ensuring that the bearer of the Baggage Check is entitled to delivery or that it shall indeed be delivered to him in practice.
8.8.3 If a person claiming Checked Baggage is unable to present the Baggage Check Document with respect to the required Checked Baggage and identify the said Baggage by means of a Baggage Identification Tag, we will deliver the Baggage to such person only on condition that he or she establishes to our satisfaction his or her right to receive the Baggage and if required by us, such person shall furnish adequate security to indemnify us for any loss, damage or expense which we may incur as a result of such delivery.
8.8.4 Acceptance of Baggage by the bearer of the Baggage Check Document without complaint at the time of delivery shall be sufficient evidence that the Baggage has been delivered in good condition and in accordance with the contract of carriage.
With the exception of guide dogs, we are not obliged to carry animals on board our aircraft. If we agree to carry your animals they will be carried as Checked Baggage subject to the following conditions:
8.9.1 You must ensure that animals such as dogs, cats, household birds and other pets, are properly, adequately and securely crated in accordance with all applicable legal requirements and accompanied by valid health and vaccination certificates, entry permits, and other documents required by countries of entry or transit and any other document required in accordance with applicable legal requirements failing which, they will not be accepted by us for carriage. You are responsible for providing sufficient food for your animal for the journey including additional amounts of food to cover reasonable delays. Such carriage may be subject to additional conditions specified by us, which are available on request.
8.9.2 If accepted as for carriage as Checked Baggage, the animal, together with its container and food, shall not be included in your free Baggage allowance (if any under the conditions of the Ticket), but shall constitute excess baggage, for which you will be obliged to pay the applicable rate.
8.9.3 Guide dogs accompanying Passengers with disabilities will be carried free of charge in addition to the normal free baggage allowance (if permitted according to the conditions of the Ticket), subject to conditions specified by us and/or by law, which are available on request.
8.9.4 We reserve the right to refuse carriage of a guide dog for safety reasons, or if it appears that it may have a communicable disease or could have an adverse effect on the welfare or comfort or crew or passengers, or is considered to be a potential safety hazard or may cause the flight to be diverted or perform an unscheduled stop.
8.9.5 The carriage of your animal, including a guide dog, is at your sole risk. Acceptance for carriage of animals is subject to the condition that you assume full responsibility for such animal. Where carriage is not subject to the liability rules of either the Warsaw Convention or the Montreal Convention, we are not responsible for injury to or loss, sickness or death of your animal which we have agreed to carry unless we have been negligent. Reasonable delays, additional Stopovers or unscheduled landings shall not constitute negligence on our part.
8.9.6 We will have no liability in respect of any such animal not having all the necessary exit, entry, health and other documents with respect to the animal’s entry into or passage through any country, state or territory and the person carrying the animal must reimburse us for any fines, costs, losses, expense or liabilities reasonably imposed on or incurred by us as a result together with a reasonable administration fee (which in our case will be no less than $100 or the equivalent amount in the currency used to purchase the Ticket or used to pay for the carriage of the animal, as the case may be).
8.9.7 You must check the conditions and requirements governing the carriage of animals of any other Carriers involved in your journey with those Carriers.
8.10 Plants and Plant Products
In most countries, the import and export of plants and plant products including non-commercial imports in your Baggage such as, but not limited to, individual items of fruit or vegetables is not allowed. The aim is to prevent the entry of pests and plant diseases that might cause serious damage to local free-growing flora and agriculture. Please be aware that the import of plants and plant products without prior authorization is forbidden by law. You should be aware that the repercussions for Passengers who violate laws, rules or regulations governing the import of plants and plant products can be substantial and severe and may include fines imposed by applicable authorities and/or prosecution on criminal charges. For USA regulations, please go to CBP on the internet.
9. Schedules, Delays and Cancellation of Flights
9.1.1 The flight times shown in our timetables may change between the date of publication and the date you actually travel. We do not guarantee them to you and they do not form part of your contract with us. Further, we reserve the right to alter or add a Stopover to any flight. This may be necessary for operational, safety, security or other reasonable reason. We will not be liable for errors or omissions in timetables or other publications or schedules or in statements or representations made by our employees, agents or representatives as to the dates or times of departure or arrival or as to the operation of any flight.
9.1.2 Before we accept your booking, we will notify you of the scheduled flight time in effect as of that time, and it will be shown on your Ticket. It is possible we may need to change the scheduled flight time subsequent to issuance of your Ticket. If you provide us or our Authorized Agent with contact information, we or they will endeavour to notify you of any such changes. If, after you purchase your Ticket, we make a significant change to the scheduled flight time, which is not acceptable to you, and we are unable to book you on an alternate flight which is acceptable to you, you will be entitled to a refund in accordance with Article 10.2.
Cancellation, rerouting, delays and denied boarding compensation
9.2.1 We will take all necessary measures to avoid delay in carrying you and your Baggage. In the exercise of these measures and in order to prevent a flight cancellation, in unusual circumstances we may arrange for a flight to be operated on our behalf by an alternative carrier and/or aircraft.
9.2.2 If we cancel a flight, fail to operate a flight reasonably according to the schedule, fail to stop at your destination or Stopover destination, or cause you to miss a connecting flight on which you hold a confirmed reservation we shall, in agreement with the Passenger, either:
(a) carry you at the earliest opportunity on another of our scheduled services on which space is available without additional charge and, where necessary, extend the validity of your Ticket; or
(b) within a reasonable period of time re-route you to the destination shown on your Ticket by our own services or those of another carrier, or by other mutually agreed means and class of transportation without additional charge. If the fare and charges for the revised routing are lower than what you have paid, we shall refund the difference; or
(c) make a refund in accordance with the provisions of Article 10.2.
9.2.3 Upon the occurrence of any of the events set out in Article 9.2.2, except as otherwise provided by the Warsaw convention or the Montreal Convention, the options outlined in paragraphs 9.2.2(a) through 9.2.2(c) are the sole and exclusive remedies available to you and we shall have no further liability to you.
9.2.4 If we are unable to provide previously confirmed space, we shall provide compensation to those Passengers denied boarding in accordance with applicable law and our denied boarding compensation policy.
Refunds - General
We will refund a Ticket or any unused portion thereof, in accordance with the fare rules or Tariff, applicable to the Ticket (and with respect to UP passengers, subject to the type of ticket purchased (Basic or Smart – see UP Site for details) subject to the following rules:
10.1.1 Except as otherwise provided in this Article, we shall be entitled to make a refund, if owed, either to the person named in the Ticket or to the person or entity [such as through your credit card company] who paid for the Ticket, upon presentation of satisfactory proof of such payment.
10.1.2 If the Ticket or services have been paid for by a person or entity other than the Passenger named in the Ticket, and the Ticket or terms of service, as the case may be, indicate that there is a restriction on refund, we shall make a refund, if owed, only to the person or entity who paid for the Ticket or services, or to the order of such person or entity.
10.1.3 Except in the case of a lost Ticket, refunds will only be made on surrender to us of the Ticket and all unused Flight Coupons and only in the amount actually paid for the unused Ticket or the related services purchased from us. This requirement will not apply to an Electronic Ticket.
10.1.4 Applicable taxes, fees and charges paid at the time of issue of your Ticket will be included in fare refunds pursuant to Articles 10.2, 10.3 and 10.4, where appropriate.
10.1.5 All refunds are conditional of receipt by us of proof that you are the person named in the Ticket or the person entitled to receive a refund.
10.1.6 Where Tariff conditions do not limit the period within which you may apply for a refund, your right to a refund must be exercised by you within 5 (five) years of first date of travel specified in your Ticket.
10.2 Involuntary refunds
10.2.1 If we cancel a flight, make a significant change to a flight time which is not acceptable to you, fail to operate a flight reasonably according to schedule, fail to stop at your destination or Stopover, or cause you to miss a connecting flight in circumstances where you hold a confirmed reservation and adequate time existed to make the connection between the originally scheduled time of arrival of your flight and the departure time of the connecting flight, or exercise our right under Article 7 to refuse carriage, the amount of the refund shall be:
(a) if any portion of the Ticket is not used, an amount equal to the fare paid;
(b) if a portion of the Ticket has been used, the refund will be not less than the difference between the fare paid and the applicable fare for travel between the points for which the Ticket has been used.
10.2.2 If we shall not carry you or your carriage is prematurely terminated by us pursuant to Article 11.3 because of your breach of duty in relation to your conduct aboard aircraft, the amount of your refund will be calculated according to Article 10.2.1(b), except that no refund will be given in respect of the flight during which your breach of duty occurred. Additionally, we shall be entitled to deduct from any refund due to you an administration fee of no less than US$50 (or the equivalent amount in the currency used to purchase the Ticket) as well as reimbursement by you under Article 11.3.
If you are entitled to a refund of your Ticket for reasons other than those set out in Article 10.2, the amount of the refund shall be:
10.3.1 if any portion of the Ticket is not used, an amount equal to the fare paid, less any reasonable service charges or cancellation fees;
10.3.2 if a portion of the Ticket has been used, the refund will be an amount equal to the difference between the fare paid and the applicable fare for travel between the points for which the Ticket has been used, less any reasonable service charges or cancellation fees.
Refund on lost Ticket
10.4.1 If you lose your Ticket or portion of it, upon furnishing us with satisfactory proof of the loss, and payment of a reasonable administration charge of no less than US$50 (or the equivalent amount in the currency used to purchase the Ticket), refund will be made as soon as practicable after the expiry of the validity period of the Ticket, on condition:
(a) that the lost Ticket, or portion of it, has not been used, previously refunded or replaced, (except where the use, refund or replacement by or to a third party resulted from our own negligence);
(b) that the person to whom the refund is made undertakes, in such form as may be prescribed by us, to repay to us the amount refunded and the amounts due under Article 3.1.10 in the event of fraud and/or to the extent that the lost Ticket or portion of it is used by a third party (except where any fraud or use by a third party resulted from our own negligence). Where the lost Ticket or any portion of it is subsequently used by you, your obligation to reimburse will also include our costs and expenses (including legal fees and expenses) of locating/notifying you and enforcing the agreement together with a reasonable administration fee of no less than US$100 (or the equivalent amount in the same currency used to purchase the Ticket).
10.4.2 If we or our Authorized Agent lose the Ticket or portion of it, the loss shall be our responsibility.
Right to refuse refund
10.5.1 We may refuse a refund where application is made after the expiry of the validity of the Ticket.
10.5.2 We may refuse a refund on a Ticket which has been presented to us, or to Government officials, as evidence of intention to depart from that country, unless you establish to our satisfaction that you have permission to remain in the country or that you will depart from that country by another carrier or another means of transport.
Subject to the foregoing provision, we reserve the right to make refunds in the currency of the country where the Ticket was purchased or where the refund is being made, in an amount equivalent to the amount due in the currency originally collected. All refunds will be subject to government laws, rules and regulations or orders of the country in which the Ticket was originally purchased and the country in which the refund is being made.
By whom Ticket refundable
Voluntary refunds will be made only at the location where the Ticket was originally issued and in the currency in which the Ticket was originally purchased. Refunds will be made by the carrier which originally issued the Ticket or by its agent who originally issued the Ticket if so authorised.
Should you have been issued a bonus Ticket including “frequent flyer” or another unpaid Ticket including tour guide (TG), agent discount (AD) or industry discount (ID), the rules governing the issue of such bonus or non-revenue Ticket shall prevail over the provisions of this Article 10.
11. Conduct Aboard Aircraft
At all times while engaged in carriage aboard aircraft, including before takeoff, during a Stopover and after landing and any of the operations of check-in, embarkation and disembarkation, you will behave in a manner not likely to:
11.1.1 contravene the laws of any state which has jurisdiction over the aircraft (you may be prosecuted for offences committed before takeoff, on board the aircraft or after the landing of aircraft);
11.1.2 endanger or threaten (whether by hoax, threats or otherwise) the aircraft or any person or property;
11.1.3 assault or injure any person, intimidate, interfere with, threaten, abuse or insult other Passengers or members of the crew (including security, ground or flight) or any other person, cause the loss of or damage to property, or prejudice the health of, or cause distress, discomfort or inconvenience including behaving in a manner or using language which may be described as sexual harassment to any Passenger or crew member or other person or to which other Passengers may reasonably object or have objected;
11.1.4 obstruct, hinder or interfere with any authorized person or the crew in the performance of their duties, and in this context you shall comply with or carry out the security or safety instructions of the ground crew, flight crew or security personnel;
11.1.5 contravene any instruction or direction of any authorized person or the crew - whether oral or by notice - issued for the purpose of securing the safety of the aircraft and of persons or property and/or the comfort or convenience of Passengers, including, but not limited to, instructions concerning security, seating, seat belt, the placing of unchecked baggage, standing when instructed to remain seated, smoking, consumption of alcohol or use of drugs, use of electronic equipment including, but not limited to, mobile/cellular telephones, laptop computers, tablets, PDAs, portable recorders, portable radios, CD players, speakers, DVD and MP3 players, electronic games or transmitting devices such as radio controlled toys and walkie talkies.
On board alcohol and drugs
11.2.1 For safety reasons, consumption of alcohol by Passengers is restricted to alcohol served by us, meaning that alcohol not served by us as part of the service cannot be consumed on our aircraft, including therein alcohol purchased by Passengers as duty free purchases aboard the aircraft or brought aboard the aircraft by Passengers.
11.2.2 The consumption of alcohol in amounts which will affect your physical or mental state is strictly forbidden and we are entitled, in our sole discretion, to refuse to serve you alcohol.
11.2.3 The possession, carriage, consumption or use of drugs on board our aircraft is strictly forbidden.
Breach of duty
If, in our reasonable opinion, you fail wholly or partially to observe any of the duties placed on you by Articles 11.1 and 11.2:
11.3.1 we may report the matter to any relevant police or other enforcement authority, inter alia with the view to the competent authority filing against you an indictment/suit for any criminal offences you might have committed;
11.3.2 we may take such measures as we consider necessary to prevent the continuation or repetition of such conduct including, but not limited to, physical restraint and/or handcuffing you and/or removal of you from the aircraft and/or refusal to carry you on the relevant flight before departure or for the remaining sectors of the journey shown on your Ticket after a Stopover (whether made for the purpose of removing you from the aircraft or otherwise) or unscheduled landing made for the express purpose of removing you from the aircraft;
11.3.3 we may decide to refuse to carry you at any time in the future and Article 7.3 will apply mutatis mutandis (without derogating from the provisions of Article 7.3); and
11.3.4 you will reimburse us any charges, loss, damage and expenses we reasonably incur together with interest at 8% per annum (for US Dollars and an equivalent interest rate for costs incurred in other currencies) in order to:
(a) repair or replace property lost, damaged or destroyed due to your act or omission and/or by you;
(b) compensate any Passenger, crew member or other person affected by your actions or omissions;
(c) delay or cancel a flight to permit police searches of the aircraft necessitated by your actions or omissions;
(d) divert the aircraft for the purpose of removing you from the aircraft, including due to an unscheduled stopover;
(e) reimburse us costs such as travel, accommodation and per diem and salaries of crew members and staff made available to reporting the matter to the relevant police or other enforcement authority or to any competent judicial authority to assist with their inquiries or as witnesses; and
(f) repay us for any fines or penalties we are required to pay or to reimburse us for any other losses or expenses suffered by us in connection with and/or as a result of your acts or omissions.
11.3.5 We will be entitled to provide personal data about you to any other Passenger or crew member or other person or competent authority who has requested such personal data from us in order to institute civil or criminal proceedings against you for damages caused by your behaviour or to prosecute criminal charges.
The travelling public and crew members are entitled to a safe environment when aboard an aircraft. You should be aware that the repercussions for Passengers who engage in prohibited behaviour or other failure or breach of duty under Articles 11.1 and 11.2 can be substantial and severe. Such repercussions may include fines imposed by the applicable aviation authority and/or prosecution (which may result in fines and/or imprisonment), as well as liability for payment of compensation or damages to us, other Passengers or crew members or other persons.
12. Arrangements for Other Services
12.1 If, at your request and for your convenience, we make arrangements for you with any third party to provide any services, including carriage by air through the scheduled services of International Carriers, or if we issue a Ticket or voucher relating to transportation or services provided by a third party including hotel, train, sea, tour or entertainment reservations or car rental, in doing so we act only as your agent. Information relating to such services has been given to us by such third party providers and we will not be responsible for the accuracy, reliability or correctness of the information or the reasonableness of the charges for the services or the quality or safety of the service to be provided, for their provision or non-provision, in whole or in part. The terms and conditions of the third party service provider only will apply and we will have no liability to you due to our making such arrangements or arising out of the performance, non-performance or negligent performance of such services by the third party provider or anyone on behalf thereof. You expressly release us from any liability arising from the making of any such arrangements on your behalf. We bring to your attention that the conditions of carriage of other Carriers involved in your journey determines such Carriers` liability to you and, except as may be expressly provided to the contrary in these Conditions of Carriage, we will have no liability towards you arising out of your journey with other Carriers.
12.2 If we are also providing surface transportation (as part of our carriage) to you, other conditions may apply to such surface transportation. Such conditions are available from us upon request.
13. Administrative Formalities
13.1.1 You alone (and not us) are responsible for checking and fulfilling relevant entry and customs requirements (specifically including but not only prohibitions on carrying agricultural and food products) for any country you are entering and for having in your possession all required travel documents and visas and for complying with all laws, regulations, orders, demands and travel requirements of countries to be flown from, into or through which you transit.
13.1.2 We shall not be liable for the consequences to any Passenger resulting from his or her failure to obtain or have in his or her possession such documents or visas or if such documents or visas not be valid or out of date or to comply with such laws, regulations, orders, demands, requirements, rules or instructions, or if such documents or visas are mislaid during your flight.
Prior to travel, we may require that you present to us all passports, visas, exit, entry, health and other documents required by law, regulation, order, demand or other requirement of the countries concerned, and permit us to take and retain copies thereof.
Refusal of entry
If you are denied entry into any country, you will be responsible to pay any fine or charge assessed against us by the Government concerned and for the cost of transporting you from that country. The fare collected for carriage to the point of refusal or denied entry, or for the return flight to the place of departure or other destination, will not be refunded by us.
13.4 Passenger responsible for fines, detention costs
If we are required to pay any fine or penalty or fee or to incur any expenditure (including detention costs or insufficient fare under your Ticket) by reason of your failure to comply with laws, regulations, orders, demands or other travel requirements of the countries concerned or to produce the required documents or because you are denied entry into any country, you shall reimburse us immediately on demand, any amount so paid or expenditure so incurred together with interest at 8% per annum (for US Dollars and an equivalent interest rate for costs incurred in other currencies). We may apply towards such payment or expenditure the value of any unused carriage on your Ticket, or offset them against your funds in our possession.
If required, you shall attend inspection of your Baggage, by customs or other Government officials. We are not liable to you for any loss or damage suffered by you in the course of such inspection or through your failure to comply with this requirement. If you fail or refuse to attend such inspection within a reasonable time or at all, we will be entitled to refuse to carry both the Baggage and yourself.
You and your Baggage are subject to any and all security checks including security screening by Governments, airport officials, Carriers or by us. Further, you will have no demand or claim against us in the event that you miss your flight as a result of such a security search, are refused boarding by a third party, suffer damage to yourself or your property or confiscation of your property as a result of the actions of a third party.
14. Successive Carriers
Carriage to be performed by us and other Carriers under one Ticket, or a Conjunction Ticket is regarded as a single operation for the purposes of the Warsaw Convention and the Montreal Convention. However, your attention is drawn to Article 15.1.3. We shall be liable to you under this contract of carriage only for the operations conducted by us or under our Airline Designator Code. We shall not be liable for those parts of your journey performed by another carrier under its designator code.
15. Liability for Damage
The liability of EL AL Israel Airlines Ltd. (including in respect of UP flights) or Sun D’or International Airlines Ltd. to you will be determined by our own Conditions of Carriage, and in the case of another Carrier that operates your flight, by the conditions of carriage of any such other Carrier, and in all cases by applicable law. Applicable law may comprise the Warsaw Convention and the Montreal Convention and/or local law in individual countries. The Warsaw Convention and the Montreal Convention apply to international carriage, as defined in those conventions. The provisions regarding our liability are as follows:
15.1.1 Unless otherwise stated herein, international travel, as defined in the Warsaw Convention and the Montreal Convention, is subject to the liability rules of the respective Conventions.
15.1.2 Any liability we have for Damage, will be reduced by any negligence on your part which causes or contributes to the Damage in accordance with applicable law.
15.1.3 We will be liable only for Damage occurring during carriage on flights or flight segments operated by us or in relation to which we have a legal liability to you. If we issue a Ticket or if we check Baggage for carriage on another Carrier, we do so only as agent for the other Carrier. Nevertheless, with respect to Checked Baggage, you may make a claim against the first or last carrier.
15.1.4 We are not liable for any Damage arising from our compliance with applicable laws or Government rules and regulations, or from your failure to comply with the same.
15.1.5 Except where other specific provision is made in these Conditions, our liability to you shall apply only with respect to actual proven damage. We shall bear no liability for punitive damages.
15.1.6 The contract of carriage, including these Conditions of Carriage and exclusions or limits of liability, applies for the benefit of our Authorized Agents, officers, directors, employees, vicarius and representatives to the same extent as they apply to us. The total amount recoverable from us and from such Authorized Agents, officers, directors, employees, vicarious, representatives and persons shall not exceed the amount of our own liability, if any.
15.1.7 Nothing in these Conditions of Carriage:
(a) shall waive any exclusion or limitation of our liability under the Warsaw Convention, the Montreal Convention or applicable laws unless otherwise expressly stated.
(b) prevents us from excluding or limiting our liability under the Warsaw Convention or the Montreal Convention or any laws which apply or gives up any defence available to us hereunder against any public social security body or any person liable to pay, or who has paid, compensation for the death wounding or other bodily injury of a Passenger.
15.1.8 In carriage which is not international carriage to which the Warsaw Convention or the Montreal Convention applies:
(a) we shall be liable for damage to you or your Checked or Unchecked Baggage only if such damage has been caused by our negligence.
(b) if there has been contributory negligence on your part, our liability shall be subject to the applicable law relating to contributory negligence.
(c) with respect to delay, we shall be liable as stated in Article 9 above.
Death or injury of passengers
We are liable for damage sustained by a passenger for death or bodily injury caused by an accident covered by the Warsaw Convention or the Montreal Convention subject to the following supplemental rules:
15.2.1 Our liability for payment of damages for death, injury or other bodily damage of a Passenger shall not be subject to financial limit, be it defined by the Warsaw Convention or otherwise.
15.2.2 For any damages up to the national currency equivalent of 113,100 Special Drawing Rights, any defence based on proof that we and our agents have taken all necessary measures to avoid damage, or that it was impossible for such measures to have been taken, shall not apply. No passenger or any other person will be eligible to receive this compensation if he or she or the Passenger to whom the compensation relates caused or contributed to the damage to which the compensation relates by his or her negligence or wilful misconduct.
15.2.3 We agree to pay interim compensation subject to the following terms and conditions:
(a) The recipient must be a natural person.
(b) You or the person receiving payment must be entitled to compensation under applicable laws.
(c) Payments will be made only in respect of immediate economic needs.
(d) The amount of a payment will be proportional to the economic hardship being suffered by the recipient in consequence of the death, wounding or bodily injury save that, in the case of death, it will not be less than the equivalent of 15,000 Special Drawing Rights per Passenger.
(e) Payment will be made not later than 15 days after the identity of the person entitled to compensation has been established under applicable laws.
(f) There will be no eligibility to receive a payment if the person demanding payment or the Passenger to whom the payment relates caused or contributed to the damage to which the payment relates by his or her negligence or wilful misconduct.
(g) All payments will be made subject to the condition that they will be returned to us on proof that recipient has ceased to be able to comply at all times with Article 15.2.3(b) or he or she or the Passenger to whom the payment relates caused or contributed to the damage to which the payment relates.
(h) Payments will be off-set by us against any subsequent sums paid in respect of our liability under applicable laws.
(i) Subject to payment of the minimum sum specified in Article 15.2.3(d) in respect of death, a payment will not exceed the maximum damages for which we may be liable to pay the recipient under paragraphs 15.2.1 and 15.2.2.
(j) The making of payment of damages as aforesaid shall not constitute admission or recognition of liability by us.
(k) No payment will be made unless a recipient gives us a signed letter of receipt in respect thereof which acknowledges the applicability of Articles 15.2.3(g) and 15.2.3(h).
(l) Save to the extent in conflict with any mandatory local law, and subject to payment of the minimum sum specified in Article 15.2.3(d) in respect of death, our decision in relation to payment and/or its amount shall be final and binding on the recipient.
15.2.4 We are not responsible for any illness, injury or disability, including death, attributable to your physical condition or for the aggravation of such condition nor shall we or any member of our crew or any doctor or any other person who volunteers to provide medical services to you aboard the aircraft or during the operations of embarking or disembarking have any responsibility or liability arising from the performance of such gratuitous medical services.
15.2.5 Our liability to our Passengers is insured in an amount considerably in excess of 113,100 Special Drawing Rights per Passenger.
15.2.6 US Notice Requirement
Where your journey involves an ultimate destination or stop in a country other than the country of origin, you are advised that the Warsaw Convention or the Montreal Convention may be applicable to your entire journey. Where a portion of that journey does not involve travel by us, and the Carrier has not waived the Warsaw Convention limits for death or bodily injury and the defense that they have taken all necessary measures to avoid the damage for the first 113,100 Special Drawing Rights of any such claim, the Warsaw Convention and special contracts of carriage embodied in applicable tariffs provide that the liability of such Carrier for death of or personal injury to passengers is limited in most cases to proven damages not to exceed (i) US75,000$ per passenger in the case of journeys to, from, or with a Stopover in the United States of America, and that this liability up to such limit shall not depend on negligence on the part of the carrier; and (ii) US10,000$ or US20,000$ in the case of journeys not to, from, or with a Stopover in the United States of America.
The names of Carriers which are party to such special contracts are available at all ticket offices of such Carriers and may be examined on request. Additional protection can usually be obtained by purchasing insurance from a private company. Such insurance is not affected by any limitation of the Carrier's liability under the Warsaw Convention or such special contracts of carriage. For further information, please consult your airline or insurance company representatives.
Note: The limits of liability of US75,000$ above is inclusive of legal fees and costs except that in case of a claim brought in a state where a provision is made for separate award of legal fees and costs, the limit shall be the sum of US58,000$ exclusive of legal fees and costs.
15.3.1 We will not be liable for Damage to Unchecked Baggage unless such Damage is caused by our negligence.
15.3.2 In any event, our liability in the case of Damage to Baggage shall be limited to the amounts specified in the Warsaw Convention or the Montreal Convention unless you prove that the Damage resulted from an act or omission by us either done with the intention of causing Damage or recklessly and with the knowledge that the Damage would probably result.
15.3.3 Where the Montreal Convention applies, we shall have no liability if the Damage resulted from the inherent defect, quality or vice of the baggage.
15.3.4 The Warsaw Convention and the Montreal Convention provide the following limits for Baggage: (a) The national currency amount equivalent of 332 SDRs (approximately US$400 subject to fluctuations in the rate of exchange) per passenger for Unchecked Baggage, where the Warsaw Convention applies;
(b) The national currency amount equivalent of 19 SDRs (approximately US$29, subject to fluctuations in the rate of exchange) per kilogram for Checked Baggage or a higher amount agreed pursuant to Article 15.3.7, where the Warsaw Convention applies.
(c) The national currency amount equivalent of 1,131 SDRs (approximately US$1,710, subject to fluctuations in the rate of exchange) per passenger for Unchecked and Checked Baggage or any higher amount agreed for pursuant to Article 15.3.7, where the Montreal Convention applies but (as per Article 15.1.5) our liability to you is limited to actual proven damage.
15.3.5 Where mandatory local law applicable to your Baggage provides for different limits of liability for Damage to Baggage, those different limits will apply.
15.3.6 Where neither the Warsaw Convention nor the Montreal Convention applies to the Damage to Baggage, our liability will be limited to the amount specified in Article 15.3.4 (a) and (b).
15.3.7 If a higher value is declared in writing at the time Checked Baggage was handed to us and the additional charge is paid to us pursuant to an excess valuation facility, our liability for Damage will be limited to an amount not exceeding the declared value unless we prove that the declared amount is greater than the actual value in delivery at destination.
15.3.8 If the weight of the Checked Baggage was not recorded on the Baggage Check it is presumed for all purposes that the total weight of the Checked Baggage does not exceed the applicable free baggage allowance for the class of carriage applicable to the Passenger’s booking and with respect to UP passengers – for the type of ticket purchased (Basic or Smart).
15.3.9 We are not liable for any Damage caused by your Baggage. You shall be responsible for any Damage caused by your Baggage to other persons or property, including our property.
15.3.10 All of your Checked Baggage shall be considered to be your property. Individual pieces of Baggage shall not be considered to be the property of more than one Passenger. Unchecked Baggage, including personal items in your possession at the time of embarkation, shall be considered to be your property.
15.3.11 We shall not be liable for destruction, loss, damage, or delay of Baggage not in our charge, including Baggage undergoing security inspections or measures not under our control and direction.
15.4.1 Our liability for Damage occasioned by delay in the carriage of air of passengers is limited to the local currency equivalent of a maximum amount of 4694 SDRs where the Montreal Convention applies and to different amounts where the Warsaw Convention applies, depending on a number of circumstances.
15.4.2 Airport, air traffic control, security, and other facilities or personnel, whether public or private, not in our control and direction, are not our vicarius or agents and we are not liable to the extent delay is caused by such facilities or personnel.
16. Time Limitations on Clamis and Handling of Baggage Claims
Notice of claims
Acceptance of Baggage by the bearer of the Baggage Check Document without complaint at the time of delivery shall be sufficient evidence that the Baggage has been delivered in good condition and in accordance with the contract of carriage.
If you wish to file a claim regarding Damage to or loss of Checked Baggage, you must notify us in writing immediately upon discovery of the Damage or loss, and at the latest, within seven (7) Days of the Baggage being made available to you. If you wish to file a claim regarding delay of Checked Baggage, you must notify us within twenty-one (21) Days from the date the Baggage has been placed at your disposal. Every such notification must be made in writing.
If you wish to file a compensation claim for Checked Baggage which is not placed at your disposal, you may do so at the expiration of 21 days after the date it ought to have arrived.
If you fail to give us notice as aforesaid – no suit or claim by you against us shall be entertained.
Limitation of actions
Any right to Damages of any type, including for death, bodily injury, delay in the carriage of Passengers and any loss of, destruction of or delay in the carriage of baggage shall expire if an action is not filed with the competent court within two years of the date of arrival at destination, or the date on which the aircraft was scheduled to arrive, or the date on which the carriage stopped. The method of calculating the period of limitation shall be determined by the law of the court where the case is heard.
Handling of Baggage Claims
16.3.1 Where the Montreal Convention applies, all claims for compensation for Damage to Baggage must be accompanied by an itemised list identifying each affected item by description, manufacturer and age, together with proof of purchase or ownership for all such items. Proof of purchase will not be required in relation to any item which costs less than US10$ (or local currency equivalent), or is more than five (5) years old and has a claims value of less than US100$ (or local currency equivalent). Where we consider it appropriate, we will deduct an amount for depreciation at the rate which is commensurate with the age of the subject item but at not less than 10% per annum.
6.3.2 In the case of a compensation claim concerning physical damage to Baggage, you must retain and, if requested by us, let us examine the affected Baggage so that we may assess the nature, extent and repairability of that damage.
16.3.3 Where the Montreal Convention applies, if you wish to claim the cost of replacement of an individual item which forms part of a claim for compensation for Damage to Baggage, you must consult us before you incur such cost otherwise we may not include the cost in any compensation payable. This requirement will not apply where the total cost of replacement items does not exceed US50$ or the local currency equivalent. Proof of purchase of all replacement items must accompany your claim. Proof of purchase will not be required in relation to any item which costs less than US10$ (or local currency equivalent).
16.3.4 For all claims for compensation concerning Baggage, you must provide us with any information we may request to assess the eligibility of your claim for compensation and the amount of any compensation payable.
16.3.5 If required by us, you will sign a statement of truth regarding the facts of your claim for Damage to Baggage before and as a condition to payment of any compensation.
16.3.6 Failure by you to fully comply with the relevant requirements of Article 16.3 may adversely affect the amount of any compensation to which you may be entitled.
17. Other Conditions
Carriage of you and your Baggage is also provided in accordance with certain other Regulations and conditions applying to or adopted by us. These Regulations and conditions as varied from time to time are important. They concern matters such as but not limited to: the carriage of unaccompanied minors, persons with limited mobility, pregnant women and sick passengers, restrictions on use of communication equipment and electronic devices and items on board the aircraft, carrying animals, the on board consumption of alcoholic beverages, smoking aboard the aircraft, conduct aboard the aircraft, security, forbidden items in baggage, limits on size and weight of baggage, check-in times and procedures and reconfirmation, and airport operational policies.
Regulations and conditions concerning these matters are available from us upon request.
18.1 Our interpretation of applicable government laws, regulations, or orders in relation to paragraphs 7 (right to refuse carriage) and 11 (conduct aboard aircraft) shall be final and binding even if it subsequently proves incorrect provided that at all material times we had no reasonable grounds for believing otherwise.
18.2 Any waiver or indulgence which we may afford a Passenger in respect of whom we reasonably believe the provisions of Articles 7 and 11 apply will not prejudice our rights in the event of any further misconduct or prevent us from exercising our rights at any future time.
18.3 The title of each Article of these Conditions of Carriage is for convenience only, and is not to be used for interpretation of the text.
18.4 Words signifying the masculine gender shall include the other gender and vice versa.
18.5 Words signifying the singular number shall include the plural and vice versa.
18.6 The term “including” means without limitation, without derogation and by way of example only.
18.7 Except as expressly provided in these Conditions of Carriage, nothing stated herein shall be construed so as to waive any exclusion or limitation of our liability under the Warsaw or the Montreal Convention or applicable laws.