Israir Aviation and Tourism Ltd. – Terms & Condition
To view the Baggage Policy that applies to domestic and international Israir flights (Code: 6H) click here
General
The following terms will apply, as applicable, to all booked tourism services organized and marketed by Israir Aviation and Tourism Ltd., Private Company No. 511483133 (hereinafter: "Israir"), and they will be binding on passengers, whether the services are booked directly via Israir (via its website or call center) or through any third party (e.g., a travel agency). The Terms & Conditions that govern each booking are found on the Israir Net Website (hereinafter: the “Website”) at the time of booking. Please carefully read the Terms and Conditions set forth below, which govern the rights and obligations of passengers in connection with their Israir bookings, as well as the obligations and rights of passengers who use the Israir Net Website (jointly hereinafter: "User" and/or “Customer" and/or “Consumer" and/or “Passenger"). If you do not agree to any of the Terms & Conditions, please refrain from booking Israir's tourism services or contact us and seek explanations. In these Terms of and Conditions, words importing the masculine gender shall include the feminine gender and vice versa, and the use of the masculine gender is made solely on grounds of convenience.
Terms of Use – Israir Website
The Israir Net website is operated by Israir. The website offers a variety of flights, holiday packages, organized trips, car rental and other tourism services (hereinafter: the "Services"). The services offered on the Website by Israir may be provided by Israir itself and/or by other tourism service providers, and all at Israir's sole discretion.
The use of the Website and/or purchase of any services offered thereon constitutes the User’s consent to the Terms & Conditions above and below. By indicating the User’s consent on the sides of the Terms and Conditions (by typing the words: “I agree to Terms and Conditions”), the User expresses their comprehensive and irrevocable consent to all of the terms of contract as stated in these Terms & Conditions, and to them or anyone acting on their behalf not having any claim and/or demand – directly and/or indirectly – against Israir and/or any representative thereof, including any of its owners and/or managers and/or employees, except as prescribed under these Terms & Conditions. Israir reserves the right to amend – at any time – the provisions of these Terms & Conditions, and such amendments will be in force as of their publication on the Israir Net Website.
All the information presented on this website is based on reports by various companies and hotels. Israir endeavors to inspect the accuracy of the aforementioned reports to the extent it can reasonably do so. However (subject to the provisions of applicable law), Israir is not responsible for their complete accuracy. It is hereby clarified that the criteria that govern the rating of tourist services, their reliability, and quality are not uniform and do not always correspond to the standards known to the passenger. Israir is not responsible for any information whatsoever, to the exclusion of that provided to the passenger and expressly approved by it in advance and in writing. Israir hereby clarifies that travel agencies may not amend the terms and information provided on this website and/or the terms and conditions stated below and/or make any promises on behalf of Israir, which are in addition to or contrary to what is stated on this website and/or as part of Terms presented below.
Any person who possesses a valid credit card issued by an Israeli credit company (excluding Direct cards) may purchase services through the Website. Without derogating from the above, the confirmation of purchases effected through the Website is subject to the credit card company’s approval of the purchase transaction that the Consumer has undertaken to effect. This Website may not be used for any purpose other than the booking and purchasing of services offered thereon and/or the receipt of information about them.
Israir and/or any of the Website's operators and/or its managers and/or any representative thereof are not responsible for the Website's server being free of viruses and/or other elements that might cause damage to a computer and/or other equipment as a result of accessing the Website. Moreover, Israir is not responsible for damage caused by any failure to access the Website and/or any delayed access thereto. Israir will not be held liable for any illegal activity that is carried out on the Website by a User and/or any other party. The user shall indemnify and/or compensate Israir and/any representative thereof for any claim and/or expense and/or damage and/or any legal costs incurred by Israir as a result of their use of the Website.
Ownership and retention of rights
The "Israir Net" website, the trademarks included in it and any other model related thereto are the exclusive and private property of Israir or, if other commercial entities are advertised on it, of those entities. The user of this Website may not alter the information, software, products and/or services and/or anything else on the Website, and may not copy, distribute, transmit, reproduce, publish, sell and/or make any use, directly and/or indirectly of that information and/or anything else on the Website without having been given written permission to do so by Israir. Illegal use of the Website and/or the information contained thereon will constitute an infringement of copyrights and/or other rights available to Israir in this context. The User represents that they know that "Israir Net" and all the information contained thereon, its form and design are the exclusive property of Israir or, to the extent that other advertisers are included thereon, of those advertisers.
Links to other sites
"Israir Net" contains links to various e-commerce websites and other web pages and services that are not operated by Israir and/or any representative thereof, but by other parties (hereinafter: "Other Websites"). Israir has no control over the Other Websites, and their use is subject to the terms of use, regulations and other terms and provisions included thereon, if included. Israir will not be liable for the content that appears on the Other Websites, and the inclusion of links on Israir does not imply any confirmation of the material that appears thereon or its reliability and/or indicates any connection with their operators. Any act performed by the User on the Other Websites will exclusively constitute part of the direct relationship between the User and the Website owners and/or operators and/any representative thereof, without any involvement on the part of Israir and/or any representative thereof, and Israir and/or any representative thereof will be held liable for any act and/or contract and/or purchase made on the Other Websites. By making use of Israir Net, the User agrees that they will not have any claim and/or demand of any kind against Israir and/or any representative thereof on account of any use and/or act and/or contract and/or purchase of products and/or services on other Websites which the User reached through links on Israir Net. If Israir and/or any representative thereof sought – in good faith and ex gratia – to assist in resolving an issue and/or complaint by a user of "Israir Net" who chose to perform an act on another website, this assistance will not be interpreted as imposing any responsibility on Israir and/or any representative thereof in respect of any action carried out on and/or through Other Websites. By the same token, nothing stated in these Terms & Conditions shall be construed as imposing any liability on Israir and/or any representative thereof for any action that a user has performed on and/or through Other Websites.
Booking on the Website
On the “Booking" screen, please enter the details of the booking selected by you, your credit card information and additional details specified on the order form. The User will be solely liable for any error made by the User in the framework of entering their purchase details, including wrong flight destinations, tickets numbers and/or the amount of services ordered and/or ages and names of passengers. Israir and/or the other service providers will not be held liable – directly and/or indirectly – in case the participant's booking is not entered in the system for any reason and/or for any technical and/or other malfunction that prevents the User from purchasing the services through the Website. The entry of false purchase information, including invalid credit card information, or cases where the Website’s User is not authorized to use such information, constitute a criminal offense. Legal measures will be taken against users who provide false information, including claims for damages incurred by Israir and/or any other service provider and/or any representative thereof and caused by and/or in connection with the provision of such false information. Until the booking is confirmed by Israir, the booking will be considered by Israir and/or the other service provider as an irrevocable request of the User to purchase the ordered services. Israir does not warrant that the User's booking will be accepted by it and/or the other service providers and/or that they will be prioritized over other bookings, including subsequent ones. Bookings that are promptly confirmed will be confirmed via text message, email, fax machine, or call center representative based on the details provided by the User. The User should note that bookings will be regarded as irrevocable once they are submitted, and will therefore be subject to cancellation/change fees as detailed below in these Terms & Conditions, even if the User cancels their booking before it is confirmed by Israir.
Price and payment via the Website
The prices published on Israir Net vary from time to time in accordance with Israir's pricing policy. Prices denominated in foreign currency will be charged at the high “”transfers and checks” rate of that currency as of the payment date. Charges will be effected only after Israir confirms the booking. After the booking is submitted, it constitute a request until finally confirmed by the various service providers. Bookings that are promptly confirmed upon submission will be finally confirmed via text message, email, fax machine, or call center representative based on the details provided by the User. If there is a discrepancy between the prices listed on Israir Net and the prices that apply at the time of the booking’s submission, the prices presented to the Client by Israir will prevail. In case of a pricing error that is not caused by the Company or caused by human error, Israir may change the booking price and enable the cancellation of the booking that includes the erroneous price.
The prices of overseas hotel bookings does not include municipal taxes (which vary from country to country and ranges from EUR 1-4 per night per passenger), and overseas hotels charge passengers with them directly, and the matter lies completely beyond Israir’s control.
The prices on the Israir website are intended solely for Website bookings. Assistance via the call center entails additional handling fees as specified in the detailed price list:
International bookings
Opening a booking - $20 per passenger
Changes to airline tickets / booking cancellation - $50 per passenger
Ancillary services (seating and baggage) \\ changes and/or additions to services - $10 per passenger
Spelling corrections - $10 per passenger
Name changes - $55 per passenger
Domestic bookings
Opening a booking - NIS 20 per passenger
Changes to airline tickets / booking cancellation - NIS 50 per passenger
Ancillary services (seating and baggage) \\ changes and/or additions to services - NIS 10 per passenger
Handling fees and new ticket issuance fees in the amount of $50 will be charged in addition to the change fees and fare differences (if any).
Ancillary services entail handling fees that apply to each passenger on account of all the ancillary services booked by them. A passenger who ordered baggage and seating will pay $10 (lump sum).
Handling fees are charged for the service provided to the customer and are non-refundable upon cancellation.
Handling fees for ancillary services will not be charged with respect to passengers who paid handling fees for a new booking when purchasing tickets through the call center
For all services: handling fees are in addition to the cost of the procedure in question
Changes to and termination of services
At any time, Israir may discontinue the operation of Israeli Net, the use of the services offered on it, including the links to other websites, in whole or in part, and cancel the services purchased by the Website User without prior notice, and fully refund the price paid for them. Israir may refuse to grant access and/or terminate the access to Israir Net or any part thereof with respect to any user and at any time, at its sole discretion and without any prior notice. From time to time, Israir may change the structure of Israir Net, including its appearance, contents, scope and the availability of services provided thereon and any other aspect related to Israir Net and the services offered thereon, and all without prior notice. Images on Israir Net are solely intended for illustration purposes and they do not constitute any commitment on the part of Israir. Any information about third parties on Israir Net is the responsibility of those parties and Israir is not responsible for any inconsistency and/or deception and/or error contained therein.
Information security and privacy
The personal details provided by the User at the time of booking and the details of each prospective purchase will be stored in Israir's database, regardless of whether the booking was submitted through the Website or in any other way. Israir will not furnish the User's personal information to any third party other than parties related to the services booked by the passenger and for the purpose of providing the services requested by them. Inter alia, information may be furnished to credit card companies, credit reviewers, public agencies such as customs and immigration, or other governmental or public agencies, including in European countries and Israir destinations, and all if necessary or required by law. The user certifies that they know that Israir may be required to provide certain details about the User and their journey to various agencies in Israel or abroad, and they authorize Israir to do so at the request of any competent authority. Israir dedicates resources and takes measures to prevent unauthorized access to the Website and prevent any possible invasion of the Users' privacy. However, it is not possible to completely prevent disruptions and intrusions on the Website. Therefore, the User hereby represents that they will have no claim and/or demand against Israir and/or any representative thereof on account of any such damage, intrusion and/or disruption.
Prices
The prices of tourism services are based on the costs of such services in Israel and abroad, of flights, hotels, car rentals, surcharges in Israel, taxes and fees abroad and the exchange rates of various currencies with respect to the USD or EUR or GBP, as known to Israir at the time of their posting hereon. Any surcharge resulting from changes to one of the above, including exchange rates and air fares, which is applied before payment is actually made for the booked tourism services, will apply to the passenger only.
In the event of increase under applicable law in port taxes, security surcharges and/or any other tax or levy that apply to the passenger as of the booking date, said taxes and/or surcharges and/or levies will be added to the booking price, and the passenger will be charged the difference that results from said increase. In the event of a decrease, a suitable refund application is to be furnished to Israir.
In the event of any change to air fares caused by an increase in fuel prices, which is prescribed and charged by the airline, the following provisions will apply: In the event of a price increase due to an increase fuel prices, which comes into effect before the passenger makes any payment to Israir for the booked tourism services, Israir may charge the passenger with the difference that results from said change, provided that Israir has furnished the passenger or any relevant third party with a notice of the expected change immediately after it became aware of it. In the event of a reduction in fuel prices that occurs before the relevant airline ticket is booked, the price of the airline ticket will be changed accordingly. The booking will not be valid until full payment is made.
Payment method
Payment for Website bookings will be made only by means of an Israeli credit card (rather than international or Direct cards). Israir will not accept cash for telephone/face-to-face transactions, if the transaction price exceeds 11,000 NIS. Moreover, a tourist may not pay cash if the transaction price exceeds NIS 55,000, and all subject to the current provisions of the Reduction of Cash Usage Law, 5778-2018.
If, for any reason, the credit card company does not approve the transaction, payment will be made by way of bank transfer to the Company's bank account and it alone.
Service for passengers with disabilities
It is Israir’s aim to assist any passenger with special needs who wishes to fly with it. To help us give you the service you need at the airport and/or on the plane and/or a t the hotel, etc. and to make your trip safe, comfortable and enjoyable, we ask that you and/or your travel agency provide us with all pertinent information in advance, before you complete your booking.
A wheelchair (without a battery) will be furnished by Israir free of charge.
A passenger using a wheelchair may take their own wheelchair with them without any additional charge. The wheelchair will be taken from the passenger at the entrance to the plane and put in the hold, and then furnished to them at the plane’s entrance after they land. Please let us know the size and weight of the wheelchair and provide us with any other special information.
Electric wheelchairs and their batteries are handled in accordance with ICAO guidelines, which are binding on Israir. If the wheelchair is powered by a battery, please identify the type of battery and furnish us with this information upon booking and at least 48 hours before departure. A passenger who uses an electric wheelchair must make sure that the battery is dry (wet batteries may not be taken to the plane) and its poles must be disconnected and isolated before it is handed over to the ground crew. In cases where access to the battery requires extensive disassembly, it is possible not to disconnect the poles, provided it’s possible to clearly see that the chair is only powered by a dry battery.
Dear customer,
Because of congestion at Ben-Gurion Airport, limited resources the human resource shortages, the waiting time for accessibility services is at least 45 minutes.
Eligibility for discounts
A User who registers as discount-eligible due to their age is required to present a certificate that attests to that eligibility. A user who does not have a suitable certificate will be charged the difference upon receiving the services for which the discount is requested or at any other time required by means of the credit card whose details they provided and/or in any other fashion. Purchases through Israir Net do not entail any discounts, including discounts based on profile group and/or club affiliation, to the exclusion of those specifically listed on Israir Net, if specified.
Discounts for Eilat residents
The “Eilat resident benefit” is available for persons who hold a valid Eilat/Arava resident card. A passenger who is an Eilat/Arava resident and who is 12 years of age is required to present a valid Eilat/Arava resident card. If the passenger is under the age of 12, it is the parent's responsibility to present the ID card slip (sefakh) in which the minor is listed and the parent's valid Eilat/Arava resident card. The passenger must present a valid Eilat/Arava resident card on every flights.
Visas and passports
Passengers should note that each tourism service booked via Israir is subject to the possession of visas and passports as stated in this chapter below, without exception.
Passengers (including minors) are required to hold a valid and legible passport (without tears and scratches) that are valid for at least 6 months as of departure, covering the period of stay abroad, and pertinent entry permits (visas) for each country on the itinerary. Also, passengers must inform Israir of their holding a non-Israeli passport or Israeli travel document. The issuance of such documents, including the inspection of their validity and the fees they entail, is the sole responsibility of the passenger. Any expense and/or damage incurred due to an invalid passport and/or entry visas, which result in the passenger being prevented from entering any country, will be incurred solely by the passenger. The same applies to damage of any kind caused to the passenger due to mistakes made upon entering passport information, including their name as it appears on the passport and its expiration date, and/or non-utilization of the airline tickets they purchased as a result of any delayed departure, in which case the passenger will be charged full cancellation fees as required by law.
It should again be emphasized that Israir will not be held liable for any damage that may be caused to the passenger due to any failure to process visas before the passenger leaves Israel or a foreign country, as well as any damage that may be caused due to their being denied entry in any country for any reason whatsoever, including (without limitation) refusal to issue a visa due to the passenger being the guest of a hostile nation and/or their departing with a restricted passport.
If a passenger declares that they hold a valid entry visa in accordance with the laws of the country of destination, and, upon arrival at the airport and/or country of destination, it emerges that they do not hold a valid visa, they will be solely liable for the damage incurred by them and/or the airline.
Any consequent damage caused to the airline will be incurred by the passenger immediately upon Israir's first demand. In addition and without derogating from the aforementioned obligation of the passenger, Israir may charge said sums using the credit card that the passenger provided for the booking and/or in any other way.
Every Israeli citizen with one or more passports is obligated to enter and leave Israel using only their Israeli passport. Entry to various countries determined by the entrant’s identity and local law may change from time to time.
The passenger is advised that, in some countries (such as the USA, Thailand, etc.), the expiration date of a visa does not precisely conform to the permissible period of stay. Passengers should be aware of the permissible period of their stay as indicated at the border crossing of that country. The above is determined by immigration authorities upon entry.
Israir's service is only available to holders of regular official passports. Every holder of any different type of document, such as Israeli travel documents (LAISSEZ PASSER) and/or any other document, must inform Israir of this in advance before booking.
Holders of Israeli travel documents (residents who are not citizens of Israel) who arrive in Sharm are not allowed to enter Sinai and are deported upon arrival. Therefore, at this stage, Israir cannot allow Israeli travel document holders to fly.
Upon booking an airline ticket to Sharm, the airline cannot know if the booking is intended for Israeli travel document holders, and it is the customer's responsibility to confirm this. If an airline ticket to Sharm is booked for an Israeli travel document holder, the airline may refuse to let them on board and the booking will be considered a no-show. No refund will be provided other than of paid port taxes. If the passenger boarded the plane, they must book an immediate return flight to Israel at their expense.
Update regarding the entry of tourists to the United Arab Emirates - tourists without an accurate date of birth in their passport will not be allowed to enter the UAE
Please note that according to information received by our company, tourists flying to the United Arab Emirates whose exact date of birth (month, day and year) is not specified in their passport will not be allowed to enter the UAE. Passengers intending to fly to the United Arab Emirates who do not have an exact date of birth in their passport are advised to resolve the issue before traveling to their destination.
for example:
A traveler whose date of birth is as follows: 00-00-1999 or 1949-XX-XX will not be allowed to enter the United Arab Emirates.
A valid date includes the precise day, month and year of birth. E.g.: 15.10.1947
The carriage of Israeli and foreign minors (up 18 years of age) is subject to the “Carriage of Unaccompanied Minors at Border Crossings of the Israeli Population and Immigration Authority” Procedure, and such minors and/or their guardians and/or anyone acting on their behalf are obligated to observe it. An adult flying with a minor (up to 18 years of age) who is not their own child, even if they are related, must present a notarized document in English at the check-in counter confirming that the child's parent knows and allows the child's flight with the aforementioned adult passenger, as otherwise they will not be allowed on the plane.
Receipt of travel documents
Passengers must inspect their travel documents immediately upon receiving them from Israir or their travel agency, and make sure that they have all the relevant documents (airline tickets, hotel vouchers, transfer vouchers, car rental and cruise vouchers, etc.), and make sure that the details listed in those documents indeed match those of the passenger and the booked services. The passenger needs to immediate contact Israir or their travel agency if any discrepancy is found between their information or the booking information and the documents received by them, as otherwise, if the passenger does not contact Israir a reasonable time before the journey and inform it of said discrepancy, they will be solely liable for this omission, and will incur any expense and/or damage caused as a result of said non-compliance.
Cancellation fees/booking changes
If a passenger books Israir tourism services that are organized/marketed and sold on Israir Net or through the Israir call center or a travel agency, and they seek to cancel their booking or change the dates of the booked services, they will be charged a cancellation/change fee, as the case may be, and all with respect to the dates and fees prescribed by Israir in the specific terms of the booking, and, if not specified, the charge will be as follows:
A. Cancellation of bookings – holiday packages/fly and travel/spa and airline tickets – bookings submitted as of 1.3.23. The cancellation fee applies to all booked services, including ancillary products (e.g., luggage and seating, without limitation).
1. Up to 21 business days before the outbound flight - cancellation fees of 35% of the passenger’s booking price.
2. 14-21 business days before the outbound flight - cancellation fees of 50% of the passenger’s booking price.
3. 7-14 business days before the outbound flight - cancellation fees of 75% of the passenger’s booking price.
4. Between 7 business days and 24 hours before the outbound flight - cancellation fees of 90% of the passenger’s booking price.
5. As of 24 hours before the outbound flight - cancellation fees of 100% of the passenger’s booking price, excluding airport taxes.
Cancellation notices are furnished through the Israir Personal Zone: https://myisrair.israir.co.il /AccountAnd/or the following link:
https://lp.vp4.me/g7ny
B. Booking change fees for flights abroad– bookings submitted as of 1.3.23.
1. Up to 21 business days before the outbound flight - change fees of USD 100 of the passenger’s booking price, plus air fare differences.
2. 21-4 business days before the outbound flight - change fees of USD 150 of the passenger’s booking price, plus air fare differences.
3. 4-2 business days before the outbound flight - change fees of USD 250 of the passenger’s booking price, plus air fare differences.
4. As of 2 business days before the outbound flight - changes will not be allowed.
C. Name changes (booking of international flights)
1. Up to 24 hours before the outbound flight – each passenger will be charged $55.
2. Less than 24 hours before the outbound flight – this will be regarded as the cancellation of an existing booking and the creation of a new one.
3. It will be clarified that a name change is subject to final approval by all service providers ordered.
4. Name spelling can be altered in the Personal Zone. Correction of up to 2 characters: $15. More than 2 characters: full name change.
5. Passport details may be updated (passport number or expiration date) after booking in exchange for $10 per passenger for whom the change is requested.
d. Booking cancellation/change fees for sports packages/concerts/games abroad and bookings that cover exhibitions and international events abroad
1. From the date of booking confirmation - cancellation/change fees per passenger of 100% (excluding airport taxes, which are refunded).
2. Name changes in bookings made less than 21 business days before the outbound flight entail a fee of $200 per passenger.
3. It will be clarified that a name change is subject to final approval by all service providers ordered.
E. Cancellation/change fees – hotels and vacation packages in Israel
1. Up to 14 business days before the beginning of the passenger’s stay: the purchaser will be charged NIS 100 per room or according to the relevant hotel's policy.
2. 14-7 business days before the beginning of the passenger’s stay: the purchaser will be charged 25% of the total booking cost or according to the relevant hotel's policy.
3. Less than 7 business days before the beginning of the passenger’s stay: the purchaser will be charged 50% of the total booking cost or according to the relevant hotel's policy.
4. Failure to arrive at the hotel at the time indicated in the booking will require the purchaser to pay 75% of the total booking cost or according to the relevant hotel's policy.
5. In addition to the aforementioned cancellation/change fees, a handling fee of NIS 100 per room will be charged.
F. Cancellation/change fees and no-show fees for domestic Israir flights
A passenger who booked an airline ticket at a discount / IDF soldiers, i.e., not at Israir's full and official price as specified in Section D above, will pay cancellation fees as follows:
1. Between booking and up to five hours before the flight: a cancellation fee of 60 NIS per passenger.
2. A passenger who misses their flight and does not provide notice thereof up to five hours before the flight will be fully charged.
3. Any booking changes (including name changes) will entail the payment of change fees of NIS 30. If, upon making the change, the price presented in the system is higher than the price at which the ticket was purchased, the difference between the purchased ticket’s price and the one shown in the system will be added. No refund will be given if the card amount in the system is lower than what was purchased.
4. No-show or late passengers may use the ticket (whose price is lower) by paying the difference between the price of the paid ticket and the price presented in the system, on the same day only and subject to availability. No refund will be given if the card amount in the system is lower than what was purchased.
5. Notices of flight changes or cancellations will be received by Israir up to five hours before the flight or during Israir’s standard business hours.
G. Cancellation/change fees and no-show fees for domestic Israir flights (special price tickets)
A passenger who booked an airline ticket at a special price, e.g., tickets purchased through coupon sites (e.g., Groupon, Baligam, Big Deal, Azrieli, etc.) and/or 1+1 sales.
1. Changes to tickets purchased at special prices may not be made, and their cancellation entails full cancellation fees.
2. No-shows or late passengers will be fully charged and not be allowed to use the ticket. Such passengers will have to purchase a new airline ticket.
* it is hereby clarified that if a booking is cancelled in accordance with the Consumer Protection Law, the provisions of the Consumer Protection Law detailed in the “Cancellation of Remote Transactions” Chapter will apply in accordance with the Consumer Protection Law.
* The cancellation/change terms indicated above in sections A to F only pertain to booking Israir tourism services that are organized/marketed through and sold on Israir Net or at Israir’s call center or through travel agents, and not to bookings through coupon sites (e.g., Groupon , Baligam, Big Deal, Azrieli, etc.) and/or 1+1 sales and/or bookings whose cancellation / change fees are exceptional and/or differ from those specified in these Terms & Conditions.
* Bookings via coupon sites (such as Groupon, Baligam, Big Deal, Azrieli, etc.) will be subject to full cancellation fees from the moment the booking is submitted, and no changes may be made to them.
* Cancellation/change notices will be furnished to Israir in one of the ways stipulated in section 14(i) of the Consumer Protection Law: registered mail, e-mail, facsimile, through the Website or verbally and during Israir's standard business hours (excluding cases where cancellation is made according to the provisions of the Consumer Protection Law, in which case the Terms & Conditions below will apply).
* Business days - Sundays to Thursdays (excluding Israeli holidays and holiday eves) between 09:00 and 17:00 and Fridays between 09:00 and 13:00 (excluding Israeli holidays and holiday eves). The day of departure and the day of notice delivery are not regarded as business days included in the number of cancellation/change days.
* A passenger who does not make use of booked tourist services or only uses a part of the purchased services for any reason whatsoever, including a “stay of exit order,” security check delays, etc., will be charged full cancellation fees with respect to the price of the tourist services, excluding airport taxes, which will be refunded for international flights only.
* In cases of no-show passengers or late passengers on international flights, only airport taxes will be refunded.
* In cases of no-show passengers or late passengers on domestic flights: no refunds apply.
* The validity of airline tickets is indicated on the valid tickets furnished to the passenger.
* If the passenger has been issued an entry visa, Israir will charge the passenger a fee for the visa even if the passenger cancels the visa-related booking.
* Israir encourages customers to insure themselves at their own expense from the moment the booking is made and confirmed by means of comprehensive and extensive personal insurance, which includes, inter alia, medical insurance, baggage insurance and cancellation fee insurance, and to review the terms of such insurances.
Cancellation of remote transactions under the Consumer Protection Law
"Remote sales transaction" - entering into a transaction of selling an asset or providing a service, when the transaction is made as a result of remote marketing, without the joint presence of the parties to the transaction.
"Remote Marketing" - a message that is distributed by businesses to consumers via mail, telephone, radio, television, electronic communications of any kind, fax machine, catalogs or ads, or any similar means, for the purpose of entering into a transaction in the parties’ absence, and using one of the aforementioned means.
In accordance with section 14c(c) and section 14c(d)(2) of the Consumer Protection Law, in distance selling transactions, the customer (who is not a business customer) may cancel the transaction within 14 days from the date of entering into the transaction or from the date of receipt of a document containing details of the transaction, whichever is later, and in the case of a long-term resident/new immigrant/disabled person, for whom all the conditions listed in Section 14C1 of the Consumer Protection Law are met, within 4 months from the aforementioned date, provided that the date of cancellation of the transaction does not apply within 7 days, which are not days of rest, prior to the date when the service is to be provided ( For this matter, "non-rest days" means - business days that are weekdays, not including Saturdays or holidays).
In the event of cancellation in accordance with these provisions, within 14 days of Israir’s receipt of the notice of cancellation, the passenger / travel agency will receive the prorated part of the transaction price that was paid by them / the travel agency, net of a cancellation fee not exceeding 5% of the transaction price per passenger or NIS 100 per passenger, whichever is lower (hereinafter: “Reduced cancellation Fee”), and Israir will cancel the passenger’s additional charges for the transaction (if any apply). If the transaction was made with a credit card, then the passenger will also be charged the fee charged by Israir for clearing the credit card. However, during the cancellation periods listed above (14 days or 4 months, as the case may be, which do not fall within 7 non-rest days before service provision), and to the extent that the cancellation resulted from a material discrepancy between the service and material details thereof that were provided in writing or as a result of a breach of a material obligation by Israir, the Reduced Cancellation Fee will not be charged. The right of cancellation in such a standard sale transaction will not apply to services that are fully rendered outside of Israel, including connection flights that follow flights that departed from Israel and that were provided by another airline. Also, the right of cancellation will not apply to a transaction paid with purchase vouchers, gift vouchers or a loaded magnetic card.
Cancellation methods
If the cancellation is effected pursuant to the Consumer Protection Law, cancellation/change notices will be furnished to Israir in one of the ways stipulated in section 14(i) of the Consumer Protection Law: registered mail, e-mail, facsimile, through the Website or verbally and during Israir's standard business hours (excluding cases where cancellation is made according to the provisions of the Consumer Protection Law, in which case the Terms & Conditions below will apply). In the cancellation notice, the passenger will specify their full name, ID number and booking number, and, if the cancellation notice is given verbally, they will provide the representative with the payment details for the transaction whose cancellation is requested. If the passenger furnishes such a cancellation notice, they will receive confirmation of the cancellation, which includes the number of the cancellation notice, without which the cancellation will not take effect. It should be noted that the provisions of this chapter are subject to the effective and complete cancellation provisions included in the laws that pertain to the transaction and the regulations promulgated thereunder, which are in effect at the time of entering the contract or cancellation.
A request to cancel booked tourist services in Israel and abroad can be made by the following means:
Through the Israir Personal Zone: https://myisrair.israir.co.il/Account
Via telephone: 03-7955777
Fax: 03-7954090
Via email: cxlresmeher@israir.co.il
Registered mail: Israir Aviation and Tourism Ltd., 33 Yitzhak Rabin St. Givatayim 5348303
* Refunds are effected for up to 21 business days through the payment method used upon booking. Installments: the number of installments will be refunded.
Various services
Spa packages
The services included in the package are provided by the specific provider (spa or hotel) through which the package was booked and according to the booking details. The provider alone is responsible for the actual provision of services, their quality, etc. All treatment bookings must be submitted at least 20 days before arriving at the spa. Israir will not be held liable in cases where the aforementioned booking is not effected, leading the passenger to not receive medical treatments at the spa. The passenger is also advised that, due to their medical condition, they may not be able to receive all or some of the services they have purchased. Passengers should make sure beforehand that their medical condition enables them to receive treatments. Israir will not be liable in the event that the passenger is unable to use spa services, in whole or in part, due to non-compliance with any of the terms that govern the services. Passengers are advised to keep medical certificates, photocopies and letters by physicians (in English). In addition, at most spa sites, passengers will be examined by a qualified doctor who will prescribe a personal plan that is tailored to their medical condition and/or wishes. Such a test will be conducted the day after the passenger arrives at the spa. We would like to draw the passenger's attention to the fact that tests do not take place on Sundays and local holidays. It should be emphasized that, in cases where, according to the opinion of the doctor at the spa, the passenger cannot receive a particular treatment or any treatment, and, as a result, the passenger decides to cancel their stay at the spa, all the expenses associated with their canceling their stay and returning to Israel will apply to the passenger. Treatments are administered at the hotel's spa center or nearby. No treatments are available on the day of arrival, departure, Saturdays, Sundays and local holidays. Refunds will not be given for treatments that are not administered for any reason, other than due to Israir's acts or omissions.
Number of days in vacation/spa/fly and travel package and organized trips
The number of days (holiday package/spa/fly and travel packages and organized trips – hereinafter: “Package”)) includes the day of departure from Israel and the day of return to Israel, as specified in the airlines’ schedules. The counting of Package days begins on the day the passenger leaves the country and ends the day they return to Israel, including when the departure is in the afternoon or evening and the return to Israel is early in the morning. If days are added to the number of Package days in a way that necessitates an extra night at a hotel due to flight schedule changes or other unexpected changes to the Package, the passenger will be charged an additional fee that conforms to the costs actually incurred by Israir. There may be cases in which the number of Package days is reduced due to flight schedule changes or other unexpected Package changes for reasons beyond Israir's control, and the passenger will not be entitled to any refund on account thereof.
Representatives of local providers (overseas)
Israeli representatives are available at some resorts who are the employees of local providers. Israir is not responsible for those representatives, their actions and/or acts and/or guarantees.
Transfers
Passengers are taken from the airport to the hotel and back by means of buses, mini-vans or cabs (hereinafter: “Transportation”). Therefore, the passenger’s journey may take longer due to other passengers joining or leaving the vehicle at hotels and/or due to traffic congestion and/or delays at border crossings, all of which are beyond Israir’s control. Some passengers will not be able to board or disembark at the entrance to the hotel, and they may be required to do so at another location near the hotel. The Transportation will not wait for late passengers, and a passenger who fails to timely arrive at the designated pick-up location will bear the consequences and expenses that this entails. It should be emphasized that passengers are required to ascertain their registered flight information and designated pick-up time in advance. In any case, Israir will not be held liable for the performance and/or maintenance of Transportation and the quality of such services. In addition, Israir does not guarantee that the Transportation will be air-conditioned and/or that the AC system will work and/or function properly. Local buses, taxis, and mini-vans used for regular transfers are not suitable for passengers who use wheelchairs. Therefore, and should it be necessary to reserve a vehicle that is accessible to passengers who use a wheelchair, the Client must inform Israir of this requirement at the time of booking, and they will be charged an extra fee.
Optional tours
Optional tours are marketed and provided by local providers and/or representatives during transfers and/or at hotels and are individually reserved by passengers,. They are not included in the price of the purchased package, and they therefore entail additional payments directly to the representative of the local provider who organizes these tours (or any representative thereof). Israir is not involved in these optional tours and bears no responsibility of any kind for them and/or anything associated with them. For the avoidance of doubt, and without derogating from the generality of the foregoing, the passenger agrees that any sports or other activity performed by them and/or others, directly and/or indirectly, in the course of consuming the tourism services purchased by them, will be under their sole responsibility (even if The service is offered as part of the purchased services), and any damage or injury resulting from the performance thereof will not justify the cancellation of and/or changes to the booking.
Car Rental
A passenger who wishes to rent a car through Israir will submit a booking that will be forwarded to the rental agency’s provider in Israel or abroad. Israir's role is limited to correctly issuing booking vouchers so as to enable the renter to contact rental agency’s provider in Israel or abroad. Car rentals are subject to the terms prescribed by the rental agency through which the car is rented by the passenger, and any and all car reservations will be under the sole responsibility of the rental agency and subject to its terms and conditions. The passenger is required to read the terms and conditions specified on the car rental voucher. Car rentals overseas: the passenger must carefully ascertain the services included in the Package, given that passengers may be charged for additional services not included in rental prices, for which passengers will have to pay overseas providers directly. Before submitting a car rental reservation, passengers are required to inform Israir of their age, particularly if they are under 25 years of age, because – in most countries – additional charges apply to drivers up to 25 years of age (young driver insurance). The passenger (listed on the voucher) must have an international credit card under their name and an Israeli driver's license together with an international license, all of which must be valid and contain identical details. Upon booking, the renter must provide their estimated time of arrival at the rental station. The booked vehicle will be reserved for them for up to two hours as of their arrival time (indicated on the rental voucher). The renter must make sure – in advance – that no restrictions apply to their planned route, e.g.: border crossings, ferries, etc. Rental vouchers are only valid at the rental station indicated on the voucher, and only on the date and time specified thereon for the vehicle’s pick-up, as predetermined in Israel.
Rental days consist of 24 hours (or any part thereof) as of the car rental’s delivery. Delayed vehicle returns or extended rentals beyond the number of rental days booked and paid for in advance will entail extra charges in accordance with the rental company’s local price list, plus insurance fees and local mandatory payments. Rentals are to be returned during the rental station’s standard business hours so as to make it possible to terminate the lease in the passenger’s presence. If a vehicle is delivered or returned outside of standard business hours, the passenger will incur an extra charge.
Age of car rental clients: minimum and maximum ages usually apply. They vary from one country to another and must be ascertained upon booking.
Car delivery: the renter must have an Israeli and international driver's license that is valid for one year as of delivery, an international credit card and a passport under their name. Credit card information is provided to guarantee the balance’s payment, and the vehicle’s return in good condition and at the time specified on the rental voucher. Cash deposits will not be accepted.
Rental voucher: valid only for the renter themselves (the voucher’s owner), based on the information specified thereon (rental agency, rental station, date, time, vehicle group, etc.), and specified thereon in Israel and in advance. Any change to the details appearing on the voucher are under the renter’s sole responsibility. The voucher’s issuance serves as evidence of the booking’s completion, and is not part of the lease signed by the rental agency and the renter. The terms of the lease signed with the rental agency abroad will prevail. The number of rental days shown on the voucher cannot be split into separate rentals. Any loss of vouchers will be the sole responsibility of the renter. Please note any sums not included in the rental price that must be paid abroad (e.g., fuel, local taxes, insurance, other drivers, child safety seat, etc.).
Type of vehicle: The rental agency is not obligated to provide a vehicle of a certain model, but is only obligated to provide a vehicle that belongs to a certain vehicle group. Each group contains several types of vehicles that may be changed from time to time by the rental agency.
Insurance coverage – CDW: this insurance covers damage caused (if caused) to the rented vehicle. Renters will incur a deductible in case of damage.
Insurance coverage – TP: this insurance covers damage caused by the rented vehicle’s theft. Renters will incur a deductible in case of such damage. Passenger should note that the above insurance coverage does not cover damage caused to the vehicle's undercarriage and tires. In the event of an accident or theft or another event associated with the rented vehicle, the renter will comply with the instructions of the rental agency through which they rented the vehicle.
Changes and cancellations: a new voucher will be issued in case of any changes to the car rental reservation. No refunds will be given in case of partial voucher use. Additional drivers (other than the renter) will be added in exchange for an extra fee subject to the rental agency’s terms and conditions, and after an Israeli and international passport and license exclusively under their name are presented, and provided that age, driving experience (number of driving years) and license restrictions do not apply to them. Any verbal undertaking and/or promise to provide a refund by any party abroad is not binding on Israir.
Parking services: Israir is not responsible for any damage and/or loss caused to the vehicle and/or property therein, nor will it incur any payment and/or expense arising from or related to the provision of parking services by service providers and/or toll roads.
Disagreements: Israir will not be party to any legal proceedings instituted against rental agencies. The venue of any legal proceedings that include the renter and their rental agency will be specified in the lease signed by them. If the venue is not specified, the country of destination and it alone will be the proceedings’ venue. The receipt and use of voucher by renters constitute their consent to the conditions indicated in this chapter above and the Terms & Conditions in general. The venue that applies to any complaint against Israir is specified in the Law and Jurisdiction Chapter of these Terms & Conditions below.
Hotels
At most hotels in Israel and abroad, the age of at least one of the booked passengers must be over 21 years old. In case of non-compliance with the above, the passengers will not be allowed to stay at the hotel and any and all associated costs will be exclusively borne by the passengers. Moreover, Israir reserves the right to not refund the hotel price, and the passengers alone will be liable for the damage incurred by Israir. The hotel’s information constitutes a request only, and Israir is not obligated to provide it before the hotel’s provider furnishes their final confirmation. If no such confirmation is furnished, the passenger will be offered alternatives offered by the hotel’s provider. Upon the hotel’s confirmation, the passenger will receive a notice to that effect. If the passenger intends to arrive at the hotel after 6:00 p.m., Israir must be notified of this in advance and at the time of booking. In the alternative, the passenger may inform – in advance – the hotel whose details are listed on the voucher that they received from Israir. If no notice is provided, Israir will not be held liable in case a room is not reserved for the passenger. If the passenger's travel arrangements are disrupted in a way that causes late arrival, they must inform the hotel of this directly, and retain the name of the receptionist who was informed of said late arrival. It should be clarified that hotels are rated by local tourism authorities and/or local providers (e.g., in England), and all in accordance with locally applicable criteria. Israir will make every effort to enable the passenger to stay at the hotel that they originally booked. However, changes may occur due to overbooking occasionally caused by hotels and/or hotel providers and/or for other reasons beyond Israir's control. It is hereby emphasized that the identity of the hotel, as opposed to its guaranteed level of quality, is not part of Israir's obligations, given that "last minute" changes may occur after the passenger begins their trip, and for reasons beyond Israir’s control. Should it not be possible to stay at the originally booked hotel as stated, Israir and/or the relevant hotel and/or hotel provider reserve the right to arrange an alternative hotel for the passenger in the same or another area, provided that the hotel will be of a similar standard to the one originally booked. If the passenger is transferred to a lower-class hotel, the difference in prices will be paid to the passenger, if any applies (as per Israir's prices), provided that the hotel provider and/or the original hotel pays Israir the full cost of accommodation at the original hotel. The costs entailed in bringing the passenger to the substitute hotel will be borne by the hotel and/or the provider abroad and/or the passenger only, depending on the circumstances of each case. To stay at the hotel, the passenger will be furnish their international credit card information as a guarantee. The check-in and check-out times are provided in each hotel's policy. Check-in usually takes place as of 3 PM and check-out usually takes place by 10 AM – so as to enable hotel staff to prepare the rooms for the next guests - and all regardless of flight times. Therefore, there may be cases where passengers will have to wait for their room or after they vacate their room. Hotels rooms will consist of double rooms containing double beds or two separate beds, as determined by the relevant hotel. Israir cannot guarantee a certain bed type in advance, even if the passenger requested it in advance. Single room may be smaller than double rooms. A passenger who wishes to book a single room must book it in Israel in advance in exchange for an extra fee. Israir does not undertake to accept or confirm single room bookings. If a room is booked for three guests, additional beds (possibly a pull-out bed or sofa bed) will be added to a double room, all at the sole discretion of the hotel. It should be clarified that Israir cannot guarantee the availability of a larger room in such cases. In the US and Canada, hotels usually provide a room with only two beds (usually two double beds). Three or four family members who wish to stay in a single room will receive a room with two beds as explained above, at least one of them will be a double bed, and no additional bed will be available. Should it emerge that the passenger provided incorrect information in the course of the booking process about the age of a child in a room that is intended for their parents (so as to pay a lower price), they will be charged by the hotel or hotel provider or Israir immediately, and will pay the full price associated with said child in accordance with the hotel's price list, even if this information is discovered after the passenger's return to Israel, and no refund will be given in such cases. Hotel rooms are never fully identical, and this includes their level of quality and/or size and/or contents. There may be cases where a passenger’s room is “not as good" as rooms assigned to other passengers. In any event, rooms are assigned to passengers by hotel management and under its responsibility, and said assignment is beyond Israir’s control. It is not possible to guarantee the room’s floor, view, wing, location on a floor, type, it containing a shower or bathtub or it including a connecting door. Some hotels – in addition to the main building – also consist of multiple wings, villas and bungalows, which are an integral part of the hotel, and Israir cannot guarantee that the passengers will stay in the main building. In many countries, air-conditioning is not available at hotels or in certain sections thereof. At air-conditioned hotels, Israir does not guarantee that the air conditioning will work perfectly and/or that the air conditioning system will never malfunction. At air-conditioned hotels, the AC system may not be active in certain months and/or at certain hours, depending on the hotel's common practice and/or the energy consumption regulations of each country (e.g., Turkey or Greece). Room assignments, the maintenance, integrity, and/or operation of systems, services and facilities at the hotel, including elevators, air conditioners, etc., as well as the availability and/or quality of services and food provided at the hotel, and renovations of any kind at the hotel and/or in rooms and/or nearby, noise at the hotel and/or nearby that is caused by busy streets, train stations, and airports and/or works on streets or nearby and any other nuisance at the hotel - are all beyond the control and/or influence of Israir and it is therefore not liable for them because only the hotel is liable for the above. Some of the services offered by the hotel are seasonal in nature and are not always available. In any event, the hotel’s management may shut down certain facilities and/or stop providing services at its sole discretion, and Israir will not be held liable for such circumstances. It should be emphasized that the hotel’s management is not obligated to inform of such decisions, and no claim may be retroactively made in case a facility and/or service were unavailable. Israir will not be held liable for complaints associated with the unavailability of any hotel service. Special requirements with regard to hotel rooms, including the matters listed above, will not be binding on Israir, unless Israir has expressly approved said requirements in writing and in advance. Baby cribs may be requested, but their actual provision are the hotel's responsibility and it depends on the hotel’s abilities. At some hotels, cribs entail additional charges paid directly to the hotel. Under no circumstances will Israir be held liable for content of the hotel’s website and/or that of other travel agencies and/or other tourism service providers. Most hotels (including all-inclusive locations) directly charge additional sums for special services and facilities and/or such services as saunas, massages, gyms, tennis courts, water sports, movies, internet services, mini bar, imported alcoholic beverages, juice, safes, parking spaces, umbrellas, swimming pool towels, etc.. Therefore, before using facilities and/or services that are not expressly included in the booking, the passenger must ask the hotel whether their use entails an additional fee, given that Israir will not be held liable for the payments incurred on account of said services, and such sums will be incurred by the passenger. A t all-inclusive hotels, food and drink services are provided until 11:00 p.m. Passengers who consume such services beyond that time will be charged for them. Hotels may amend their all-inclusive provisions such that certain hotel services will then entail charges, and they may do so without prior notice. Overseas hotels directly charge passengers with municipal taxes (which vary from country to country and range from EUR 1-4 per night per passenger), and the matter lies completely beyond Israir’s control. Without derogating from Israir's right to refuse to accommodate the passenger's requirements, it should be noted that if, during the passenger’s stay abroad, it becomes necessary to cancel or change the booking, the passenger must contact Israir pursuant to the requirements prescribed by hotel providers. Changes or cancellations not effected in accordance with the above and that are effected by the passenger directly through the hotel may not be accepted as changes or cancellations that entitle the passenger to a refund, and the passenger will be charged for any amount incurred by Israir on account of a service that was not canceled/changed as required, and the passenger will also incur the associated handling expenses . Israeli hotel reservations may be booked by persons at least 21 years of age or as specified under the hotel’s terms and conditions. Guests younger than 21 years of age must be accompanied by an adult (who is 21 years of age or older). If a passenger encounters an issue at the hotel, they must immediately contact the hotel management and/or travel agency and/or Israir. Should they fail to do so, such complaints will not be accepted after their return to Israel.
When booking a room that is suitable for persons with disabilities (“Accessible”), a valid disability certificate under the guest's name must be presented upon arrival at the hotel.
It is hereby clarified that hotel stays are available for persons 18 years of age or together with persons who are at least 18 years of age.
General information about international flights
A passenger interested in details about the flight approval status can contact the email address site@israir.co.il and receive the updated information we have. The provision of current about approved flights is the responsibility of the wholesalers and/or airlines that actually operate them. Israir and/or the airlines and/or the wholesalers reserve the right to change or cancel the published flight date, including flights approved by the Civil Aviation Director. Flights are operated by various airlines (Israeli and/or foreign), by way of charter flights and/or low-cost flights. Naturally, they may entail cancellations, delays, and changes to flight routes and/or destinations and/or flight numbers and/or airlines (from an Israeli airline to non-Israeli airline or vice versa), and they may occur at the last minute and under applicable law.
Postponement of the flight date after the Sabbath due to operational and other constraints - It is hereby clarified that in the event that the date of the flight (takeoff and/or landing) is postponed after Shabbat due to operational and other constraints, the passenger will not be entitled to any compensation from Israir and Israir will not be responsible for any damage caused to the passenger as a result.
The passenger is required to furnish Israir with an overseas telephone number or other means of communication, e.g., e-mail, through which they may receive information about changes from Israir. Flights are provided by the airline carrier (the airline) in accordance with its terms conditions and conditions and under its responsibility, including delays, changes, advances, cancellations and the loss of/delayed receipt of or damage to baggage under applicable law, including limitations on this liability. In any event, Israir will not be held liable for any loss of or damage to baggage during the flight or the various procedures that take place at the airport. Passenger should review the terms of the Carriage Contract specified in the Terms & Conditions and the provisions included on the back of their airline ticket and/or on the air carrier’s Website. The terms of the carriage contract can also be requested and received at the air carrier’s offices. 24 hours before the flight, passengers must check whether their flight times and/or flight number and/or airline changed relative to what is indicated on their airline ticket. International flights from Tel Aviv take off from Ben Gurion Airport (Terminal 1 or 3). Passengers must ask the travel agency through which the booking was made to inform them of the terminal from which the flight takes off at Ben Gurion Airport and/or abroad. The passenger must be present at the check-in counters after they complete their security checks and no later than three hours before the departure time specified on the airline ticket . The check-in counters will close one hour before departure as stated on the airline ticket. Passengers are required to reach the boarding gate at least 40 minutes before departure, as otherwise Israir reserves the right let them on the plane and remove their baggage from the aircraft to avoid a delayed departure. Flights will not be delayed for passengers who are late to check in for the flight (CHECK IN) or to the boarding gate and other passengers will not be put on the flight and Israir will not be responsible for any damage caused to the passenger as a result of being late to report for the flight at the time required for the flight and the associated costs will apply to the passenger only. Moreover, Israir reserves the right to not refund the airline tickets of late passengers, and the passengers alone will be liable for the damage incurred by Israir. The seating and placement of passengers on the plane are the sole responsibility of the airline and Israir cannot guarantee and particular seat assignment and/or the assignment of seats to members of the same family, even if it is requested to do so in advance. On Israir flights (Code: 6H): seating assignments can be purchased in advance. In case of flight delays, the passenger must contact the airline representatives at the airport check-in desks for assistance. As a rule, flight services do not include meals and drinks. However, some Code 6H Israir flights offer – for extra charge and subject to availability – sandwiches, salads and beverages 48 hours before the flight and/or directly on the plane. On flights with other airlines, Israir is not responsible for providing a kosher meal and/or any other type of meal, and such services are the sole responsibility of the airline and subject to its assortment of services, including cases where Israir was requested to provide such services in advance. On some flights with other airlines, the relevant airline will charge an additional fee for meals directly to the passenger and in accordance with its terms and conditions. Passenger are required to communicate with Israir and check the terms that govern in-flight meals in advance. Israir may transfer passengers from one airline to another and/or change flight times. Flights are not always direct and flight routes occasionally include intermediate stops and plane replacements. Due to overbooking by the airline and/or flight provider (which is beyond Israir's control), the passenger might have to board a plane that differs from the one assigned to the other passengers under the same booking. Some return flights to Israel take place late at night, thereby enabling an additional stay abroad. In such cases, rooms will be vacated by 10:00 AM on the same day and for an additional fee paid directly to the hotel, and subject to the hotel's abilities. In such cases, passengers may ask to “keep” the room until later as agreed with the hotel. Passengers who provide incorrect information in the course of the booking process about the age of a child (so as to pay a lower price) will be charged by the airline or Israir immediately, and will pay the full price under the airline’s price list, and no refund will be given in such cases even if this fact is discovered after their return to Israel. Airline tickets for babies under two years of age cost between $70 to $350 (depending on the destination), not including baby seats and/or cribs and/or baggage and/or any service provided by the airline.
Small Basket (Sal Kal)
- A regular seat (for use with a small basket / Sal Kal) can be purchased for babies weighing 10-20 kg.
- Standard safety seats that can be brought on board will carry the following label: "This restraint certificate for use in motor vehicle and aircraft"
or “Approved for Aircraft use only"
- Parent must be familiar with the manufacturer's instructions and attach the safety device by themselves. The safety device must be in good order.
- If the safety device is not in good order or cannot be safely connected to the seat, the safety device will be sent to the hold. No refund will be given with respect to this ticket.
- Safety devices will not inconvenience other passengers. They will be attached to a window seat, will not block passageways and will not pose an obstacle in case of an emergency evacuation.
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In addition to its aircraft fleet, Israir operates a fleet of foreign chartered planes, which are operated by foreign crews, some of whom are supported by Israir flight attendants. Flights operated by means of chartered planes are not protected by Israeli security measures.
Please note: Israir meticulously enforces its rules of conduct with respect to both its ground and air crew services to ensure the safety of its flights. To view Israir Aviation and Tourism Ltd.’s Code of Conduct, click here
To view the Baggage Policy that applies to domestic and international Israir flights (Code: 6H): click here
Baggage on international flights operated by other airlines
The terms governing baggage and hand luggage (size and weight) with respect to such flights are prescribed by the airlines and may change from time to time. In view of the above, passengers are required to review the specific terms that govern their bookings in advance, be they prescribed by Israir or by the airline itself. On some flights (such as domestic flights in the United States and low cost flights), airlines charge a fee for each suitcase, and said charges apply solely to the passenger. For excess luggage, exceptionally large suitcases or additional suitcases, the airline will charge an additional fee directly to the passenger in accordance with its terms and conditions.
General information about domestic Israir flights
A passenger interested in details about the flight approval status can contact the email address site@israir.co.il and receive the updated information we have. Israir reserves the right to change or cancel published flight times. Flights operated by Israir may occasionally be subject to cancellations, delays, and changes to flight routes and/or destinations and/or flight numbers, including at the last minute and in accordance with applicable law.
Postponement of the flight date after the Sabbath due to operational and other constraints- It is clarified that in the event that the date of the flight (takeoff and/or landing) is postponed after Shabbat due to operational and other constraints, the passenger will not be entitled to any compensation from Israir and Israir will not be responsible for any damage caused to the passenger as a result.
The passenger is required to furnish a telephone number or other means of communication, e.g., e-mail, through which they may receive information about changes from Israir. Please bring an ID/ driver's license/passport/police officer card/IDF service card (in good condition and in effect) to the check-in counter at least two hours before the departure time stated on the airline ticket. The check-in counters will close 45 minutes before departure as stated on the airline ticket. Passengers are required to reach the boarding gate at the time specified on the boarding pass, as otherwise Israir reserves the right let them on the plane and remove their baggage from the aircraft to avoid a delayed departure. Flights will not be delayed for passengers who are late to check in for the flight (CHECK IN) or to the boarding gate and other passengers will not be put on the flight and Israir will not be responsible for any damage caused to the passenger as a result of being late to report for the flight at the time required for the flight and the associated costs will apply to the passenger only. Moreover, Israir reserves the right to not refund the airline tickets of late passengers, and the passengers alone will be liable for the damage incurred by Israir. Meals are not served on such flights, and only water is offered.
Hand luggage on flights
Pursuant to the directives of airport security agencies around the world, the security checks that cover passenger hand luggage have become more stringent.
The package’s volume may not exceed 100 ml (3.4 oz).
All items must be packed together in a resealable plastic bag.
The total content of this bag shall not exceed one liter.
Each passenger may carry one bag in their carry-on luggage.
Medicine and special food products (e.g., baby food) may be brought outside of this plastic bag, but they must be presented during security checks and require a special medical certificate.
For your convenience, the guidelines prescribed by certain foreign enforcement agencies are presented below. These guidelines are enforced upon arrival at each respective country.
* Bags may not contain liquids and/or powders and/or crystalline products, etc., e.g.:
1. Beverages of any kind;
2. Shampoo;
3. Creams;
4. Toothpaste;
5. Sprays;
6. Liquid cosmetic products (such as perfume);
7. Salts;
8. Powders;
9. Medical cannabis.
Such products can be purchased duty free centers and left in Israel. Passengers who will not be returning to Israel are asked not to purchase such products at the duty free center. Passengers expecting to board a connection flight and who are unable to send additional items to the hold are asked to not purchase such products in the framework of the duty free assortment offered on the plane. Please note: after the above checks, additional checks may take place at the boarding gate. The above restrictions do not apply to baggage sent to aircraft’s hold. Therefore, all of the above products can be sent to the hold.
* Liquids / cosmetic products that may be brought to the plane as hand luggage:
1. Baby food, if a baby is brought on board by another person;
2. Prescription drugs (under the passenger's name);
3. Over-the-counter medications necessary for the flight;
4. Liquid medicine for persons with diabetes;
5. “Firm” hygiene products, such as: deodorant, lipstick, feminine hygiene products.
6. Wheelchairs and mobility aids will be subjected to screening before they are allowed on board.
* The following items may and should be included in your hand luggage.
1. Wallet (with money), credit cards, IDs, and passports;
2. Air travel documents;
3. Prescription drugs (under the passenger’s name) and medical equipment;
4. glasses and sunglasses (without their cases);
5. Contact lens containers (without liquid bottles);
6. Baby products: baby food, bottled milk, diapers, baby lotions;
7. Hygiene products: tissues, handkerchiefs, feminine hygiene products;
8. house and car keys (not electronic);
9. Mobile phone, camera, jewelry and valuable products that conform to hand luggage provisions;
For the terms and prices of other airline services (baggage, carriage of sports equipment and animals, seating and meals, etc.) click here
To view the Terms & Conditions that govern digital check-in procedures, click here
To view the Terms and Conditions that govern the carriage of batteries, computers and powered devices, click here
To view the Terms and Conditions that govern air carriage, click here
To view the provisions of the Aviation Services (International Flights) Law, click here
To view the provisions of the Aviation Services (Domestic Flights) Law, click here
Oxygen as first aid on Code 6H Israir flights
Personal oxygen bottles can be brought on board provided they are completely empty. They will be inspected by an Israir employee or representative.
A passenger who feels unwell during a flight can receive oxygen as first aid for a few minutes.
Oxygen will not be available throughout the flight, to the exclusion of first aid for a limited number of minutes
A passenger who wishes to use an oxygen concentrator on Israir flights will furnish the following in the framework of their booking process:
1. Signed statement indicating the type of oxygen concentrator in question (FAA approved only).
2. Permission to board aircraft (medical certificate issued by the passenger’s physician).
3. The specifications of their oxygen concentrator / photocopy of FAA certificate
The statement and specifications (oxygen concentrator) must be furnished to Israir up to 72 hours before the flight via (fax number): + 972-3-795-4090 or email: site@israir.co.il
To download the statement form, click here
Passengers may not recharge their oxygen concentrator on the plane
Pregnant women on Code 6H Israir flights
Pregnant passengers will require a medical certificate permitting them to fly (issued by their physicians) Boarding is subject to the airline’s confirmation, and passengers must ascertain the relevant terms prescribed by the airline – in advance and before booking (if the airline is not Israir) – that apply to pregnant passengers.
As a rule, pregnant women until the end of their 27th week of pregnancy are required to sign a release form at the check-in desk.
Pregnant women between their 28th week of pregnancy and the end of their 35th week of pregnancy are required to sign a release form and present a medical certificate allowing them to board the plane.
Pregnant women as of week 36 may not fly at all.
The obligation to declare a state of pregnancy applies to passenger at the time of booking and at the check-in desk.
Terms and liability
The airlines’ terms and conditions are based on various agreements and their liability is limited in accordance with international treaties and local laws. Before booking a flight through Israir, please read the terms and conditions of the airline that operates your flight. If the User wishes to review the terms and conditions of the airline that operates their booked flight, they may receive this information at Israir’s offices. The contractual terms of the agreement between Israir and passengers of domestic flights operated by Israir and its international flights (chartered and low cost) are specified below. If the booked service is not provided directly by Israir, Israir will only act as an intermediary between the User and the airline and/or hotel and/or agent and/or wholesaler. In that capacity, Israir undertakes to place a tourism service order for the User pursuant to the information provided by them, and to do so effectively.
Israir will furnish service providers with all of the information that pertains to such transactions and make sure that the booking matches the requested service. However, Israir is not liable for unexpected disruptions and/or issues beyond its control with respect to service providers, and will not be directly and/or indirectly liable for any damage and/or loss caused due to malfunctions or poor performance, including acts and/or omissions of service providers or any representative thereof, and the relevant service providers will be held exclusively liable therefor in accordance with their terms of service. Nothing stated above shall derogate from the passenger's right to institute legal proceedings directly against all or some of said service providers.
Israir will furnish relevant service provider with any special request it receives. However, it does not guarantee that such requests will be accommodated, unless it confirms in writing that the request will be accommodated, and said confirmation is furnished to the User. It is hereby clarified that the sole responsibility for the actual performance of services shall rest with the service providers, unless a problem arises as a direct result of Israir's acts or omissions. In case of any issues and/or discrepancies, passengers must promptly contact with the relevant services providers either directly or through Israir.
When a special request that’s included in the booking pertains to critical passenger needs, Israir will communicate with relevant service providers to see whether the request can be accommodated, and will inform the User of the results of its inquiries prior to the booking’s final confirmation.
In any event, Users are obligated to review all of the terms and conditions prescribe by all pertinent parties before booking. Users may seek Israir’s assistance with the above. Booking constitutes the User's consent to the relevant service providers’ terms and conditions, and no claim will be presented in this context.
If the passenger’s booking is through a travel agent, the travel agent is required to relay all relevant information to the passenger, including these Terms & Conditions and any other information in connection with the booking and its details.
Natural phenomena and weather
Upon booking, passengers should note that – in the country of destination and/or certain regions for which tourism services were booked and after the booking – various weather conditions may be in place (earthquakes, hurricanes, floods, fog, snow, volcanic eruption, etc.) and/or other circumstances (epidemics, power outages, labor strikes and riots, special security-related conditions, etc.), which may result in changes to or the cancellation of any or all of such tourism services, and all at Israir's sole discretion and as required under the circumstances. It should be clarified that such events lie beyond Israir's control and Israir is not liable for their consequences. If tourism services are cancelled because of the above, the expenses incurred by passengers as a result will be borne exclusively by them and not by Israir.
Smoking
Israir would like to remind its passengers that smoking is strictly prohibited on flights and transfers of any kind (including cruises), and including rooms and public spaces at hotels. In any event, Israir will not be held liable for any damage caused to the passenger as a result of the refusal of any of the passengers and/or bus drivers to refrain from smoking. E-cigarettes and their components may not be carried in the hold. They may be carried as part of the passenger’s hand luggage or on the passengers themselves, provided they are not used during the flight. Medical cannabis may not be brought to the plane, even if the passenger has a medical certificate.
Damage and insurance
Subject to the provisions of applicable law, Israir is not liable for any damage caused to the passenger by accidents, illnesses, damage to luggage or any direct or indirect damage that may be caused to the passenger, including due to accidents, violence, robbery, theft, loss of luggage or documents, airline tickets, passports, hospitalization, medical expenses and any other damage. It is hereby clarified and emphasized that no refunds will be given if the tourism service is discontinued due to any illness, injury, or any other reason. * Israir encourages passengers to insure themselves at their own expense from the moment the booking is made and confirmed by means of comprehensive and extensive personal insurance that covers the above-described events and damage, including, inter alia, medical insurance, baggage insurance and cancellation fee insurance, and to review the terms of such insurances.
Vaccination
Some countries require vaccinations. For detailed information on this subject, passengers should visit the Ministry of Health Website at: www.health.gov.il.
Medications
Certain countries restrict the carriage of medications into their borders (such as Georgia). Passengers are required to review policies that govern this issue in their country of destination.
Travel warnings
For detailed information regarding travel warnings, passengers should visit the Ministry of Foreign Affairs at: www.gov.il/firstGov.
Bringing products into Israel
Please note that passengers must comply with the Tax Authority’s provisions regarding the entry of various products (including food products) into the State of Israel.
click here to go to the Tax Authority Website.
Marketing messages
Dear customer: please note that the details provided by you in the course of your booking will be stored in Israir's systems and used by the Company to occasionally send you advertising and marketing information about our products and services. Such information will be sent to you after you sign up for any of our services and/or complete a booking process.
If you receive marketing materials via email or text messages on your mobile phone, you may discontinue their receipt at any time by clicking on “remove” in those email messages or by sending a text message to the number that appears in the text message itself, or send a request to remove yourself from the list to the following email address: site@israir.co.il or fax number: 03-7969213. This will prevent you from receiving marketing materials from us.
Inquiries or complaints
In cases of any issues or if you are unsatisfied with your booked tourism service, please immediately contact the service provider and/or Israir directly to enable us to help you in real time. Passengers who choose to act independently without notifying Israir or the relevant service provider will incur the cost differences, if any apply, between the service booked and approved by Israir and the substitute service they selected. Israir will not indemnify passengers who informed it retroactively of such issues and/or complaints with regard to booked services, after they have made an independent decision without consulting Israir or receiving its instructions. If a customer wishes present a service provider with a complaint, and in order for it to be possible to communicate with the relevant parties so as to have the passenger’s complaint and/or claims addressed, passengers are to present Israir – in writing and within a reasonable period of time after the booked service is consumed – with their complaint and/or claim, and Israir will take measures to present said claims to any or all of the above parties.
Applicable law and jurisdiction
The governing law of any dispute and/or any conflict and/or claim and/or demand of any kind in connection with and/or with respect to tourism services and/or these Terms & Conditions will be Israeli law, and jurisdiction over such cases will be exclusively entrusted to Israeli courts. Moreover, local jurisdiction over all of the above is exclusively entrusted to the competent courts of Tel Aviv-Jaffa.
Customer Complaints Department –click here
Service and Sales Center – Business Hours:
Sunday-Thursday: 08:30-17:00
Friday and holiday eves: 08:30-13:00
Saturday: closed
You may contact us via WhatsApp (03-7955777) during the above business hours
Israir Airlines and Tourism Ltd.
33 Yitzhak Rabin St.
Givatayim 5348303
E-mail: site@israir.co.il
Telephone No. (Bookings): 1-700-700-186
Revision date: March 5, 2024
