What happens if I have to cancel/change my flight after receiving confirmation of the upgrade?The request for the upgrade and confirmation of the upgrade are valid for the specific flight for which you submitted an offer that was accepted.It is not possible to transfer your upgrade confirmation to a flight on another date. But you can submit a new offer for an upgrade on other flight.This is to clarify that in cases of changes/cancelations made after receiving confirmation of the upgrade by the passenger; the amount that was offered for the upgrade will not be refunded and cannot serve as payment for an upgrade on another date
If I am a Matmid member, will I receive upgraded points in my Club account?No. Points for Matmid members will be calculated on the basis of the original Class for which the reservation was made and not for the Business Class in which the passenger actually flew.
Can I select my seat in Business Class?If your request for an upgrade is confirmed by email 30 hours before flight time – or 48 hours before flight time in the case of an intervening Saturday or holiday –you will be able to select your seat on the flight in Business Class on a space available basis when Express Check-in opens, or your seat will be assigned by the attendant at the Business Class counter at the airport.
If I receive confirmation of an upgrade, will the special meal I ordered for Economy Class be served to me in Business Class?All special requests recorded for the original flight ticket in Economy Class will be transferred when you are upgraded to Business Class, including special meals.
If the upgrade is canceled by EL AL, what recompense am I entitled to, and when and how will I receive it?If the upgrade is canceled by EL AL you are entitled to a full monetary refund of the amount you offered and were debited for. The refund will be transferred to the credit card company within 14 work days. Your account will be credited by the credit card company in accordance with your agreement with the credit card company. In cases of such a cancelation, you will be returned to your original status in Economy Class and will be reseated in Economy Class according to the seats available at the time (it is hereby clarified that there is no certainty that your original seat will be available).
Does a Business Class flight ticket entail additional taxes?France and England levy additional taxes for Business Class flight tickets. The additional taxes will be paid by the passenger and will be calculated as part of the amount offered for the upgrade per direction. The exact amounts of taxes will appear on the first screen of the upgrade registration process.
We are flying as a couple or family. Does our registration for an upgrade ensure that we will receive/not receive an upgrade as a couple/family?Yes, as long as everyone is registered on the same reservation.
Can I submit an offer for an upgrade on only one flight segment?Yes. You can choose whether to submit an upgrade offer for departure, return or round trip. The offer is divided into flight segments and you have to submit an offer for each segment. You may also submit different offers for each flight segment.
If I purchased the ticket through a flight agent, the EL AL Service Center or an EL AL Store, how do I submit an upgrade offer?You can access the upgrade system through the reservation management interface at the
following linkyou will be required to enter your reservation number and family name and then click on Continue. If the service is available on your flight, an Upgrade window will appear. Clicking it will transfer you to the EL AL Upgrade system where you will complete the process.
If I want to contact EL AL about EL AL Upgrade, whom do I contact after I have submitted an offer?For the following matters – complaints about inflight service, complaints about the upgrade process, complaints about refunds, suggestions for greater efficiency, and praise – please contact
EL AL’s Customer Relations DepartmentComplaints subject to the operation of the upgrade process should be addressed by email to