Conditions for Israel

All tickets and services purchased in Israel are subject to specific conditions.

Cancellation of tickets under the Israel Consumer Protection Law of 1981

Tickets purchased by a person in Israel under a "long-distance sale transaction," as defined in article 14 of the Israel Consumer Protection Law of 1981, can be cancelled by written notice:

  • Within 14 days from the date of purchase or from the date of receipt of a document that includes the details listed in Article 14C(b), if this is later; and
  • at least seven business days before the departure date. In such a case, the cancellation fee will be NIS 100 or equal to 5% of the ticket price, if this is lower. Otherwise, the usual cancellation fees will apply.

Similarly, if a person categorised as a disabled person, elderly person or new immigrant purchases a ticket under a long-distance sales transaction, as defined in the Israel Consumer Protection Law of 1981, they may cancel the ticket by written notice:

  • within four months from the date of purchase or from the date of receipt of a document that includes the details listed in Article 14C(b), if this is later. and
  • at least seven working days before the departure date.

These conditions will apply to any transactions that include a conversation between the supplier and the consumer, including conversations by electronic means of communication. In such a case, the cancellation fee will be NIS 100 or equal to 5% of the ticket price, if this is lower. Otherwise, the usual cancellation fees will apply. All requests for cancellations or refunds under the Israel Consumer Protection Law of 1981 must be made in writing and sent by email to atencionalcliente@air-europa.com. If you have any questions about your cancellation rights under the Israel Consumer Protection Law of 1981, please contact Air Europa by email or fax (as described above) or by telephone at +97237952177

Notification of rights in case of denied boarding, flight delay or flight cancellation

The rights referred to in this document are applicable in the following circumstances:

  • The airline company is Air Europa;
  • Travel on a flight departing from an Israeli airport or arriving at an Israeli airport;
  • You have a confirmed flight booking;
  • You have fully checked in before the time indicated on your Air Europa flight ticket; or
  • You are travelling on a fare available directly or indirectly to the public or on a ticket issued pursuant to your membership in an Air Europa loyalty programme, if applicable.

Cancellations and delays of 8 hours or more

 

1. Flight/refund change

If the flight is cancelled or delayed for at least 8 hours, you can choose between:

  • Changing the flight ticket to the final destination; or
  • Requesting a refund of the amount you paid for the flight ticket, which includes any fees, taxes or mandatory payments within 21 days of receipt of the written request.

2. Assistance

You will also receive free of charge:

  • Food and drink in accordance with the waiting time (hereinafter, "food and drink");
  • Hotel accommodation in the event that you need to extend your stay for a longer than you had planned and transport (hereinafter, "accommodation services" and "transport services", respectively); and
  • Right to two telephone calls, fax messages or emails (hereinafter, "communication services").

When Air Europa cannot provide the assistance services described above, the company will reimburse the passenger for reasonable expenses with a receipt upon request from the Air Europa Customer Service Department, [link to web claims form]

3. Compensation

No financial compensation will be granted in the event of cancellation or delay of more than 8 hours if you receive information about such events:

  • 14 days or more before the scheduled departure time;
  • Between 7 and 14 days before the scheduled departure time, and you were offered to take another flight with departure time not exceeding 2 hours before the scheduled departure time and arrival at your final destination fewer than 4 hours after the scheduled arrival time; or
  • 7 days before the scheduled departure time and, in addition, you are offered a flight change with departure time of not more than 1 hour before the scheduled departure time and arrival at the final destination of not more than 2 hours after the scheduled arrival time. These forecasts do not apply if you do not accept the alternative flight because it is not offered by the same airlines or for reasons of safety, religion or health.

Financial compensation will not be granted if:

  • Cancellation is due to extraordinary circumstances outside of Air Europa's control, even when the company has done everything in its power;
  • The flight is cancelled due to a strike or a work-to-role action; or
  • The flight is cancelled to avoid desecration of the Sabbath or a Jewish holiday.

The compensation amounts are as follows:

Type Distance Compensation under the ASL
A For flights under 2000 km NIS 1300
B For flights between 2000 km and 4500 km NIS 2090
C For flights over 4500 km NIS 3130

 

  • The above compensation will be reduced by 50%, provided that the delay in arrival time at the final destination with respect to arrival time initially scheduled in the booking does not exceed 4 hours for category A flights, 5 hours for category B flights or 6 hours for category C flights.
  • Any compensation will be made within 45 days of receipt of the written request.
  • Compensation will be made by bank transfer, check or any other method that the passenger has agreed to in writing.

4. Delays between 2 and 8 hours

As indicated in this section, assistance will be provided if the flight departure time is delayed between 2 and 8 hours with respect to the scheduled departure time.

If Air Europa considers that a flight will be delayed by more than 2 hours, you will receive free of charge:

  • Food and drink; and
  • Communication services.

Likewise, if Air Europa considers that a flight will be delayed by between 5 and 8 hours, you will also receive free of charge:

  • Accommodation services; and
  • Transport services.

If you do not wish to continue with the initial travel plans in the event of a delay of at least 5 hours, you can choose between a refund or a flight change. However, if the flight is delayed due to a sanctioned strike, you will only be entitled to a refund, food and drink and communication services.

Denied boarding

As per company policy, Air Europa does not allow flight overbooking. However, in the unlikely event that a passenger with a confirmed booking does not have their seat, Air Europa will seek volunteers to give up their seat in exchange for compensation agreed by both parties to avoid involuntarily denying boarding to other passengers. If there are not enough volunteers, and we refuse boarding involuntarily, you are entitled to the relevant rights set out in this chapter, unless your boarding has been refused in circumstances where there are reasonable grounds to refuse boarding, such as health, safety and protection or inadequate travel documentation.

Right to a refund, change of flight and to appropriate treatment

You can choose between:

  • A replacement plane ticket to your final destination, under conditions as similar as possible to the conditions of the original plane ticket and as soon as possible or at a later date, as per your preference, subject to the availability of seats; or
  • Requesting a refund of the amount you paid for the flight ticket, which includes any fees, taxes or mandatory payments.

Right to appropriate treatment: likewise, you will also receive free of charge:

  • food and drink in accordance with the waiting time;
  • accommodation and transport services; and
  • communication services.

When Air Europa cannot provide the assistance services described above, the company will reimburse the passenger for reasonable expenses with a receipt, upon request from the Air Europa Customer Service Department.

Compensation for denied boarding

Under the conditions described above, if you have been denied boarding against your will, you will be entitled to compensation as indicated below:

Type DISTANCE COMPENSATION
A For flights under 2000 km NIS 1300
B For flights between 2000 km and 4500 km NIS 2090
C For flights over 4500 km NIS 3130

 

The above compensation will be reduced by 50% provided that the delay in landing time at the final destination, as compared to the original landing time, does not exceed the scheduled arrival time of the originally booked flight by 4 hours (category A flights), 5 hours (category B flights) or 6 hours (category C flights).

This notification is issued under the Israeli Aviation Services Law (compensation and assistance for flight cancellations and changes in conditions), 5772-2012 (hereinafter, "ASL").

Nothing in this document repeals or improves the rights and obligations of the passenger under the ASL. Any claim or legal action taken in the event of a dispute will be governed exclusively by the legal text of the ASL.

INFORMATION ON ONLINE CHECK-IN

Online check-in

To check in online, you must enter:

- Booking reference or ticket number.

- The first surname of the passenger who wishes to check in. If it has 4 letters or fewer, the second surname must be added.

 

 

Online check-in

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DANGEROUS AND PROHIBITED OBJECTS

Prohibited objects

Blunt, spiked or sharp objects are some of the prohibited items in the aircraft cabin. For more information please see our section on "Prohibited objects". 

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VALUE DECLARATION

Valuables in baggage

If you are carrying valuable items in your baggage, you can register this circumstance by making a special value declaration.

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