Change, cancellation and refund policy

Cancellation/change of reservation fee
Passengers who have purchased Israir’s tourism services organized and sold on the “Israir Net” website or through Israir’s reservation center or a travel agent, and wish to cancel their reservation or change the dates or booked services, will be charged a cancellation/change fee, as applicable, according to the dates and rates specified by Israir in the details of the respective reservation; where such dates or rates have not been specified, the charge will be as detailed below.


a. Cancellation of reservation for holiday packages/Fly & Drive/spa and international flight tickets. The cancellation fee applies to all services in the reservation, including related products (such as, but not limited to, baggage and seating).
1. Up to 21 business days prior to the onward flight - a cancellation fee of 35% of the total cost of the reservation per passenger.
2. Between 21 and 14 business days prior to the onward flight - a cancellation fee of 50% of the total cost of the reservation per passenger.
3. Between 14 and 7 business days prior to the onward flight - a cancellation fee of 75% of the total cost of the reservation per passenger.
4. Between 7 business days and 24 hours prior to the onward flight - a cancellation fee of 90% of the total cost of the reservation per passenger.
5. Less than 24 hours prior to the onward flight - a cancellation fee of 100% of the total cost of the reservation per passenger, excluding airport tax.
Cancellation notices should be given through the personal area on Israir’s website - My Israir and/or the following link: https://lp.vp4.me/g7ny

b. Change of reservation fee for international flights
1. Up to 21 business days prior to the onward flight - a change fee of USD 100 per passenger, plus fare differences.
2. Between 21 and 4 business days prior to the onward flight - a change fee of USD 150 per passenger, plus fare differences.
3. Between 4 and 2 business days prior to the onward flight - a change fee of USD 250 per passenger, plus fare differences.
4. Less than 2 business days prior to the onward flight - changes are not permitted.


c. Change of reservation fee for holiday packages abroad
1. Up to 21 business days prior to the onward flight - a change fee of USD 150 per passenger, plus fare differences.
2. Between 21 and 4 business days prior to the onward flight - a change fee of USD 250 per passenger, plus fare differences.
3. Less than 4 business days prior to the onward flight - changes are not permitted.


d. Name change on international bookings
1. Up to 24 hours prior to the onward flight, for a fee of USD 100 per passenger.
2. Less than 24 hours prior to the onward flight will be deemed as a cancellation of an existing reservation and constitute a new reservation.
3. Wehn booking a holiday package in Dubai, name changes will be permitted up to 72 hours prior to the onward flight, for a fee of USD 100 per passenger. Name changes will not permitted less than 72 hours prior to departure.
4. It is hereby clarified that name changes are conditioned upon the final approval of the suppliers of all booked services.
5. Name changes can be made in the personal area. The cost of amending up to 2 characters is USD 15. Any change of more than 2 characters will be considered as a full name change.
6. After making a reservation, passport information (passport number and/or expiry date) can be updated for a fee of USD 10 for each passenger for whom such a change is requested.


e. Cancellation/change of reservation fee for sport packages/shows/sport events abroad and bookings during international fares, exhibitions, and events
1. After confirmation of the reservation - 100% cancellation/change fee per passenger (excluding airport tax, which will be refunded).
2. Name change less than 21 business days prior to the onward flight shall incur a fee of USD 200 per passenger.
3. It is hereby clarified that name changes are conditioned upon the final approval of the suppliers of all booked services.

f. Cancellation/change fee for hotels and holiday packages in Israel
1. Up to 14 days prior to the planned stay, the customer will be charged NIS 100 per room or according to the cancellation policy of the respective hotel.
2. Between 14 and 7 days prior to the planned stay, the customer will be charged 25% of the total booking value or according to the cancellation policy of the respective hotel.
3. Less than 7 days prior to the planned stay, the customer will be charged 50% of the total booking value or according to the cancellation policy of the respective hotel.
4. No-show at the hotel on the date stated on the reservation will incur a charge of 75% of the total booking value or according to the cancellation policy of the respective hotel.
5. In addition to the above cancellation/change fee, a handling fee of NIS 100 per room will be charged.

g. Cancellation/change fee and no-show on domestic Israir flights
Passengers who have booked a flight ticket at a discount/soldier fare, namely a fare other than the full and official Israir fare specified in paragraph d. above, will be charged a cancellation fee as follows:
1. After making the reservation and up to five hours prior to the flight, a cancellation fee of USD 60 per passenger for each leg will be charged.
2. Passengers who did not show up for their flight and failed to provide notice thereof up to five hours prior to the flight, will be charged the full price.
3. Any change of reservation (including a name change) will incur a change fee of NIS 30; if, at the time such a change is made, the price in the reservation system is higher than the price paid for the ticket, the difference between the ticket price and the price in the system will be added to the fee. No refund will be given if the price of the ticket in the reservation system is lower than the price paid.
4. Passengers who did not show up or were late for their flight may redeem the discounted ticket in exchange for the difference between the price paid and the price in the reservation system, on a space-available basis and on the same date only. No refund will be given if the price of the ticket in the reservation system is lower than the price paid.
5. Israir shall accept notices of changes or cancellations up to five hours prior to the respective flight only or during the hours of operation of Israir offices only.

h. Cancellation/change fee and no-show for domestic Israir flights (purchased at a special offer price)
Passengers who have booked a flight ticket at a special offer rate, such as tickets purchased through coupon sites (e.g. Groupon, Ba-Li-Gam, Big Deal, Azrieli, etc.) and/or 1+1 delas.
1. Tickets purchased at a special offer rate may not be changed, and their cancellation incurs a full cancellation fee.
2. Passengers who did not show up or were late for their flight will be charged the full ticket price and will not be able to redeem it, but will have to purchase a new ticket instead.

*It is hereby clarified, that insofar as any cancellation of a booking is made according to the provisions of the Consumer Protection Law, the provisions of the Law detailed in the “Cancellation of a Distance Selling Transaction according to the Consumer Protection Law” below shall apply.

* The cancellation/change terms specified in paragraphs a. to f. below apply to reservations of Israir touristic products organized and sold on the “Israir Net” website or through Israir’s reservation center or travel agents only, and not to reservations made on coupon sites (e.g. Groupon, Ba-Li-Gam, Big Deal, Azrieli, etc.) and/or 1+1 delas and/or reservations for which a special cancellation/change fee has been published separately, which is different from the fee specified in these terms and conditions.

* Reservations made on coupon sites (e.g. Groupon, Ba-Li-Gam, Big Deal, Azrieli, etc.) will be subject to a full cancellation fee from the moment the reservation is made, and may not be changed.

* The cancellation/change notice must be given to Israir using one of the methods specified in paragraph 14(i) of the Consumer Protection Law, namely: via registered mail, fax, the website or verbally during the hours of operation of Israir offices only (except where the cancellation is made according to the provisions of the Consumer Protection Law, in which case the terms set forth in these terms and conditions below shall apply).

* Business days - Sunday to Thursday (except for holidays and holiday eves in Israel), between 09:00 and 17:00 only, and Friday between 09:00 and 13:00 only (except for holidays and holiday eves in Israel). The day of departure and day of notice are not included in the cancellation/change days count.

* Passengers who do not make use of the booked touristic services or use only part thereof, for any reason whatsoever, including stay of exit order, delays in security checks, etc., will be charged a cancellation fee of 100% of the cost of the touristic services, excluding airport tax, which will be refunded for international flights only.

Passengers who are late or do not show up for their flight will be entitled to a refund of the airport tax only.

* No refund will be paid in case of tardiness/no-show for domestic flights.

* Flight tickets are valid for the dates shown on the ticket issued for the passenger.

* Where an entry visa has been arranged for the passenger, Israir shall charge the passenger for the visa, even if the passenger has cancelled the reservation for which such a visa has been issued.

* Israir recommends that customers insure themselves, at their own expense, effective from the date of making the reservation and its confirmation, through a personal and comprehensive insurance policy, which includes, inter alia, medical insurance, luggage insurance and cancellation insurance, and check the terms of such a policy.

i. Cancellation/change fee and no-show on domestic Israir flights purchased with vouchers
Passengers holding a flight voucher may cancel their flight in the personal area up to 24 hours prior to departure, without being charged a cancellation or change fee.

Cancellations made in the personal area on the Israir’s website between 24 and 5 hours prior to departure will incur a fee of NIS 30 per passenger for each leg.

Cancellations less than 5 hours prior to departure are not allowed. Passengers who did not show up for their flight and failed to provide notice thereof up to 5 hours prior to the flight, may not re-use their voucher and it shall be deemed as used.


Cancellation of a distance sale transaction according to the Consumer Protection Law:
“Distance selling transaction” - an engagement in a property sale or service provision transaction, where such engagement is made as a result of remote marketing, without common physical presence of the parties.

“Distance Marketing” - an approach by a dealer to a consumer via post, phone, radio, television, any means of electronic communication, facsimile, publishing of catalogues or advertisements, etc., with the aim of contracting a transaction without the physical common presence of the parties, but rather using one of the afore-mentioned means.

According to paragraph 14c(c) and 14c(d)(2) of the Consumer Protection Law, in distance selling transactions, the person placing the order (who is not a business customer) may cancel the transaction within 14 days from the date of engagement or the date of receipt of a document containing details regarding such transaction, the latest of the two, and in the case of senior citizens/new immigrants/persons with disabilities who meet all the criteria set forth on paragraph 14(c)(1) of the Consumer Protection Law, within 4 months of the said date, provided that the date of cancellation is not within 7 days, which are not rest days, prior to the date on which such service is supposed to be provided (for the purpose of this provision, the meaning of “days which are not rest days” is business days which are weekdays, excluding Saturdays and public holidays).

In case of cancellation according to the above provisions, the passenger/travel agency will be refunded, within 14 days of the acceptance of the cancellation notice by Israir, the part of the transaction price paid by such passenger or travel agency, except for a cancellation fee in an amount which will not exceed 5% of the transaction price per passenger, or NIS 100 per passenger, the lowest of the two (hereinafter: “Reduced Cancellation Fee”), and Israir shall cancel all other charges incurred by the passenger as a result of the transaction (insofar as such charges exist). If the transaction was made by credit card, the passenger shall be charged the clearing fee incurred by Israir. The above notwithstanding, during the cancellation periods stated above (14 days or 4 months, as applicable, which do not occur within 7 days which are not rest days prior to the date of the provision of such service), and as long as such cancellation is the result of material discrepancy between the service and the material details provided with regard thereto in writing, or as a result of a violation of a material obligation by Israir, such decreased cancellation fee will not be charged. The right of cancellation in a normal selling transaction shall not apply to services performed entirely outside Israel, including connecting flights operated by other airlines. In addition, the right of cancellation shall not apply to a transaction paid for partly used coupons, gift vouchers or prepaid magnetic cards.

Cancellation methods
For cancellations made by virtue of the provisions of the Consumer Protection Law, a cancellation notice of a transaction involving touristic services shall be given to Israir using one of the methods specified in paragraph 14(i) of the Consumer Protection Law, namely: via registered mail, fax, the website or verbally during the hours of operation of Israir offices only (except where the cancellation is made according to the provisions of the Consumer Protection Law, in which case the terms set forth in these terms and conditions below shall apply). In the cancellation notice, the passenger shall specify their full name, identification number and booking reference, and if such cancellation order is given verbally, the payment details of the transaction for which such cancellation is requested. If the passenger has provided such cancellation notice, they shall be given a confirmation of cancellation, which will include the number of the cancellation notice, without which such cancellation shall not be deemed valid. It should be noted, that the provision in this section are subject to the full and binding version of the provisions regarding cancellation notices of the relevant laws, as may be valid at the time of engagement or cancellation.

Requests for a cancellation of a reservation for touristic services in Israel and abroad may be made as follows:
In the personal area on the Israir website-My Israir
By phone: 03-7955777
By Fax: 03-7954090
By E-Mail: cxlresmeher@israir.co.il
By registered mail: Israir Airlines and Tourism Ltd., 33 Yitzhak Rabin Str., Givatayim 5348303

* Refunds will be paid within 21 business days through the method of payment used when making the reservation. Payment made in installments will be refunded in a number of installments as the original charge.