Dear Passenger,

Israir attaches great importance to the satisfaction of its customers and makes every effort to provide its customers with the best possible service. Our Customer Service department will be happy to assist you.

Israir’s Customer Service department receives and handles passenger inquires after using the Company’s transport services.
Please refer any inquiries and requests regarding future reservations to the travel agency through which you made your reservation or the relevant reservations department.
Requests for refunds for touristic services which were not fully utilized, or not utilized at all, and purchased through a travel agency, should be referred to the travel agency through which such touristic services were purchased.

If you encounter any problems or are not satisfied with any of the touristic services you’ve ordered, you are requested to immediately contact the respective service provider and/or Israir directly, in order to enable us to assist you in real-time. Passengers who choose to act on their own, without informing Israir or the relevant service providers, will bear any cost difference between the ordered service approved by Israir and the alternative service which they have chosen. Moreover, Israir shall not indemnify passengers who choose to inform it retroactively only of any problem and/or dissatisfaction as result of the ordered service, while making such an independent decision without consulting Israir or receiving its instructions. If passengers have any complaint against any of the service providers, and in order to enable us to contact the relevant party to investigate any such complaint, claim and/or argument which the passenger may have, the passenger must submit to Israir, in writing and within reasonable time following the performance of the service in question, their complaint, claim and/or argument, and Israir shall act to present their claims to any of the relevant parties.
 

Inquiries regarding baggage

Passengers must report any loss of or damage to baggage or items separated by airport security or left in the cabin on Israir’s domestic flights, immediately after arrival to the Israir representative at the airport before leaving the airport, and fill in an appropriate form for processing by Israir.

Passengers must report any loss of or damage to baggage or items separated by airport security or left in the cabin on Israir’s international flight, immediately after arrival to the lost and found department of the respective airline before leaving the airport, and fill in an appropriate form. At Ben Gurion Airport, the form will be filled in at the load and found department of Laufer Group, whereas at Israir’s destinations abroad, it will be filled at the lost and found department of the handling agent representing Israir at the respective airport. Passengers calling from abroad to report lost baggage should contact the lost and found department of Laufer Group at: 972-3-9754072 or via fax at: 973-3-9754218 for ongoing updates.

In case of inquiries regarding loss of or damage to baggage on Israir flights only (code 6H), the following documents must be attached:
a. flight ticket
b. baggage tag
c. boarding pass
d. damaged or lost baggage report filled in at the airport
e. any other supporting document
f. It is important to include the passenger’s contact details (phone, fax, e-mail, address) in the inquiry from.
In case of damage to checked baggage on an Israir flight (code 6H), a written compliant must be submitted to the department within 7 days of the delivery date of the baggage.
In case of loss of checked baggage on an Israir flight (code 6H), a written compliant must be submitted to the department within 21 days of the delivery date of the baggage.
Israir shall not be liable for any damage, loss or delay on baggage arrival if no complaint has been received within the time frames specified above.

Israir’s Customer Service Department can be contacted online only, at: https://israir.my.site.com/iw
Please attach any document that may be of relevance, such as: issued forms, signed forms, receipts, flight ticket, boarding pass, baggage tag, lost/damaged baggage report, publications on which the reservation was based, correspondence, etc. In case of a booking cancellation due to medical reasons, the passenger must provide documents confirming the reasons due to which the reservation could not be realized.

Inquiries regarding baggage lost and/or damaged on a flight on which Israir is not the designated carrier (not operated under the 6H code), should be sent directly to the respective operating airline.

We will be happy to assist you and handle your inquiry.