Baggage Claims/Damage


​​​Lost Luggage and Baggage Claims

Baggage Claims

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

In the event of a delay in the arrival of your baggage, please contact the Luggage Location Center on 03-9771111 (extension 5) as soon as possible.

Download Customs form >>

Hours of operation:
Sunday to Thursday:  08:30-00:30.
Friday: 08:30-19:30.
Saturday: 16:00-00: 30
* (Ben Gurion Airport, Israel)
You should fill the form and email it to


Damaged Baggage

In the event of baggage claims, the passenger must report immediately to the airline representative or anyone on its behalf, who will look into the case and provide the passenger with a damage report, subject to the airline's policy. The reporting process enables our representative to assess the damage in accordance with the specific circumstances.

In case a damage report was opened at the airport, the passenger must approach one of the stores included in the agreement within 60 days. The passenger must arrive at the store with the damage report and damaged baggage, including the baggage tag.

Please note: if a Property Irregularity Report has not been opened at the airport, a claim must be submitted in writing within  7 days from the time the baggage was placed at the passenger's disposal.

Online form

Stores included in the agreement :

+ Center Area
Company NameCity Address Phone Number
ARTY Rimon Ltd.
​​Telephone: 1-700-504-544
​ ​
Petach Tikva​
Hameretz 6 
(Repair / replacements done on premises)
Tel Aviv
Cohen Tik , Tchernichovsky 16 
"Danler"  Shlavim t16

Ramat Gan​Tik HaTikim, Ayalon Mall, Central Section 03-6166676
Rishon Lezion​
Rimon bags & luggage
Sacharov 24
(Repair / replacements done on premises)​
Log In Log Out
JEEP Suitcases importer in Israel​
Airport City
Rechov Hagilboa 1 (ICL building)
(Repair / replacements)
Tel AvivSteinman 20, Bavli​052-4767676​
MemsiTel Aviv 24 Raoul Wallenberg st.03-5527920
Tel Aviv71 Ibn Gabirol st, city Garden, Ground floor​03-5641133
Rishon Lezion12 Yaldei Teheran st.03-5322720​
​Rosh HaAyin​​SFP, Haizira 6 st.​03-9033359​
Makor Hatziyud
Tel Aviv
Rechov Haaliyah 24 
(Repair / replacements done on premises)
Nes Ziona​Rotshild 4 (drop off only)​03-6822330​​​
+ Ha'Sharon Area
Company NameCityAddressPhone Number
ARTY Rimon Ltd.
Telephone: 1-700-504-544
Sokolov 64 
(Repair / replacements done on premises)
​Netanya Alfa, Kikar Ha’atzmaut 409-8330569​
Renanim mall09-7461991
5 A Gibori Israel st, City Poleg​08-8870610​
+ Jerusalem Area
Company NameCity
Phone Number
ARTY Rimon Ltd.
Telephone: 1-700-504-544
JerusalemKanfei Nesharim 24 Givat Shaul02-6521498
Log In Log Out
JEEP Suitcases importer in Israel
ModiinHashvan 3 and/or Rachel Imenu 35



Sha’ar BinyaminCommercial center Sha’ar Binyamin02-5831006
Hadar mall, Talpiot02-6259711
Makor HatziyudModiin Area
Pick-up / drop-off service only​​03-6822330​​​​​​​​​​​​​​​​
+ North Area
Company NameCity
Phone Number​
Log In Log Out
JEEP Suitcases importer in Israel
Karmiel Metaylim Karmiel -  68 Haharoshet, Karmiel 04-9837020
Kiryat ShmonaHagor Zafon, Nofit Hermon area, Kiryat Shmona050-5888609​
Memsi ​​Hifa 8 Moshe Fliman st, West Gate Castra mall04-8674343

​Ramat Yishai

​Myway, Hadekel 2​​, Ramat Yishai


Nandy Ltd.
Telephone: 1-700-505-770
Kiryat Biyalik
Tzur Shalom Industrial Zone, Yosef Levi 23
(Repair / replacements done on premises)
​Naharia​ Stalberg Yehiam Road 7​04-9822047​​​​
 Collecting and giving service for the customer in areas without service stations​04-8123444​​​​​
+ South Area
Company NameCity
Phone Number​
ARTY Rimon Ltd.

Collecting and giving service for the customer in areas without service stations​
Telephone for delivery 24 hours a day

MemsiBeer Sheba
Grand CanyonMall , 125 David Tuviyahu st.​
"Log in log out" - BIGSHOP​Eilat20 ​Hasatat st.
Big Center

Damage to Wheelchair/equipment ​ for passengers who require assistance:

In the event of damage to wheelchairs /equipment for passengers who require assistance, please contact "Steiner".

CityAddressPhone Number
Rishon Lezion
Moshe Shapiro 4, 1st floor, Room 14
Tel: 03-9517674 
Fax: 03-9414026

Baby Strollers

All Brands
ARTY Rimon
All Brands
also on WhatsApp
All Brands
All Memsi branches,​​
customer service: 03-5641122 
Bugaboo only14 Maskit st. Herzliya ​03-5407999
Motherland MutziHataarocha 3 Tel-Aviv port03-717-7333

Baggage Claims


In each of the following cases, please contact us in writing in accordance with the following:

  •  In case of any missing or damaged items, contact us within 7 days from the time the baggage was placed at your disposal 
  • In case of delay in receiving your baggage outside the country of your residence, contact us within 21 days from the time the baggage was placed at your disposal.
  • In the event of lost baggage, contact us after 21 days from the time of your flight.

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

  • Flight tickets
  • Boarding passes
  • Baggage tags 
  • Delay or damage baggage report 
  • Applicable purchase receipts 

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

Different ways to contact us:

  • Online form
  • Submitting a claim by email or fax. To download a claim form for completion, press here .
  • Sending by mail: 

EL AL Israel Airlines Ltd.

Baggage Claims

POB 41

Ben Gurion Airport, ZIP 7015001


  • Fax:  03-7602255

Baggage Detection System

Once your baggage details have been entered into the baggage detection system, please update us with any changes or if you have encountered any errors that require correction. Also, please make sure that your name, address and baggage type are correct, to enable us to recover your baggage quickly. We will let you know when your baggage arrives and ensure that it is safely returned to you.

To present information about your delayed baggage, enter the loss report number (10 characters) in the first box below, then enter your last name in the second box and click the "Submit" button.

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As part of our efforts to improve the service and offer advanced technological tools, two self-reporting baggage loss stations were placed in the Arrivals Hall.