Israeli Aviation Services Law Notice

This notice contains important information about your rights under the Israeli Aviation Services Law (Compensation and Assistance for Flight Cancellation or Change of Conditions), 5772-2012 (the "ASL").

The rights referred to in this notice apply in the following circumstances:         

• You have a confirmed reservation on a flight operated by Emirates (purchased at a fare available to the general public);
• Unless your flight has been cancelled, you have presented yourself for check-in before the check-in deadline specified in our Conditions of Carriage for Passengers and Baggage (“Conditions of Carriage”);
• You are travelling on a flight departing from an airport in Israel or arriving at an airport in Israel;
• You have been involuntarily denied boarding; your flight has been delayed by more than 2 hours; your flight has been cancelled or your flight has been brought forward by more than 5 hours; and
• You have not received benefits or compensation for the above under any other applicable law or regulation.

1  Denied Boarding

In exceptional circumstances, there may not be enough space available on a flight to accommodate all customers with confirmed reservations. If such a situation arises for your flight, we will try to avoid any need to deny you boarding against your will by first seeking volunteers to surrender their seats in exchange for mutually agreed benefits. Where no volunteers are identified, it may be necessary to deny you boarding against your will. Unless otherwise unavoidable, we will not deny boarding to an unaccompanied child, a person with reduced mobility, or a person accompanying a person with reduced mobility.

If you are denied boarding against your will, you are entitled to the following rights, as detailed below: re-routing or reimbursement of your ticket; monetary compensation; and care.

You will not be entitled to these rights if you have been denied boarding by reason of application of our Conditions of Carriage or for other reasonable grounds such as, but not limited to, reasons of health, safety or security, or inadequate travel documentation.

 1.1  Re-routing or reimbursement

 You may choose between:

• Option 1 – reimbursement within 21 days of receipt of a written request for the amount paid for your ticket (a) for the part of the journey not made, and (b) for the parts already made if the flight on which you were denied boarding no longer serves any purpose in relation to your original travel plans (as detailed in the ASL). When relevant, we will carry you to your original point of departure at the earliest opportunity; or
• Option 2 - re-routing, under comparable transport conditions, to your final destination at the earliest opportunity; or
• Option 3 - re-routing, under comparable transport conditions, to your final destination at a later date at your convenience, subject to availability of seats.

 1.2 Compensation

 The amount of compensation you are entitled to depends on the distance of your flight:

 

Flight distance	Compensation amount
Up to 2000 km	NIS 1,440
Up to 4500 km	NIS 2,310
Above 4500 km	NIS 3,460

 

If you have chosen Option 2 or 3 above, Emirates is entitled to reduce the compensation amount by 50% provided that the delay in the landing time at your final destination (compared to the original landing time at the same destination) does not exceed:

1. 4 hours for flights up to 2000 km;
2. 5 hours for flights between 2000 km and 4500 km;
3. 6 hours for flights over 4500 km.

This reduction will not apply if you refused to fly on an alternative flight which was offered by Emirates because the alternative flight was not offered to your travel companion(s), or for reasons of security, religion or medical limitations.

 1.3 Right to care

 If the expected departure time of your new flight (if any) is the same day as the departure date of your originally ticketed flight, you are entitled to:

1. Food and drink in relation to the expected waiting time; and
2. Two telephone calls and sending of a notice by fax or e-mail.

 If a stay of one or more nights or a stay additional to that intended by you becomes necessary, Emirates will also offer:

1. Hotel accommodation; and
2. Transport between the airport and place of accommodation (hotel or other location if you have chosen to stay elsewhere at a reasonable distance from the airport).

2  Flight Delay

If your flight has been delayed, the rights you are entitled to depend on the number of hours your flight is delayed beyond its scheduled time of departure:

Flight delay in departure	Rights you are entitled to (as detailed below)
More than 2 hours	Care
Between 5 and 8 hours	Care and re-routing or reimbursement of your ticket

If your flight is delayed by more than 8 hours beyond its scheduled time of departure, it will be considered “cancelled” for the purposes of the ASL, and you will benefit from the rights set out in Section 3 below.

 2.1 Right to care

 You are entitled to:

1. Food and drink in relation to the expected waiting time; and
2. Two telephone calls and sending of a notice by fax or e-mail.

 If a stay of one or more nights or a stay additional to that intended by you becomes necessary, Emirates will also offer:

1. Hotel accommodation; and
2. Transport between the airport and place of accommodation (hotel or other location if you have chosen to stay elsewhere at a reasonable distance from the airport).

 2.2  Re-routing or reimbursement

 You may choose between:

• Option 1 – reimbursement within 21 days of receipt of a written request for the amount paid for your ticket (a) for the part of the journey not made, and (b) for the parts already made if the flight no longer serves any purpose in relation to your original travel plans (as detailed in the ASL). When relevant, we will carry you to your original point of departure at the earliest opportunity; or
• Option 2 - re-routing, under comparable transport conditions, to your final destination at the earliest opportunity; or
• Option 3 - re-routing, under comparable transport conditions, to your final destination at a later date at your convenience, subject to availability of seats.

3 Flight cancellation and flight delay of more than 8 hours

If your flight is cancelled or delayed by more than 8 hours beyond its scheduled time of departure, you are entitled to the following rights, as detailed below: re-routing or reimbursement of your ticket; monetary compensation; and care.

 3.1 Re-routing or reimbursement

You may choose between:

• Option 1 – reimbursement within 21 days of receipt of a written request for the amount paid for your ticket (a) for the part of the journey not made, and (b) for the parts already made if the flight no longer serves any purpose in relation to your original travel plans (as detailed in the ASL). When relevant, we will carry you to your original point of departure at the earliest opportunity; or
• Option 2 - re-routing, under comparable transport conditions, to your final destination at the earliest opportunity; or
• Option 3 - re-routing, under comparable transport conditions, to your final destination at a later date at your convenience, subject to availability of seats.

 3.2 Compensation

 The amount of compensation you are entitled to depends on the distance of your flight:

Flight distance	Compensation amount
Up to 2000 km	NIS 1,440
Up to 4500 km	NIS 2,310
Above 4500 km	NIS 3,460

 

Please note that your right to compensation may be limited:

 (1) If you have chosen Option 2 or 3 above, Emirates is entitled to reduce the compensation amount by 50% provided that the delay in landing at your final destination (compared with the original landing time at that destination) does not exceed: 

1. 2 hours for flights up to 2000 km;
2. 3 hours for flights between 2000 km and 4500 km;
3. 4 hours for flights over 4500 km.

 (2) Unless you refuse to fly on an alternative flight which has been offered by Emirates because the alternative flight was not offered to your travel companion(s) or for reasons of security, religion or medical limitations, Emirates is not obliged to pay you the compensation above if you are informed of the   cancellation/delay:

1. At least 2 weeks before the scheduled time of departure of your flight; or
2. Between 2 weeks and 7 days before the scheduled time of departure of your flight and you chose Option 2 or 3 above allowing you to depart no more than 2 hours before the original scheduled time of departure and to reach your final destination less than 4 hours after the original scheduled time of arrival; or
3. Less than 7 days before the scheduled time of departure and you chose Option 2 or 3 above, allowing you to depart no more than 1 hour before the original scheduled time of departure and to reach your final destination less than 2 hours after the original scheduled time of arrival.

 (3) You are not entitled to compensation if the cancellation/delay was caused by (a) special circumstances which could not have been avoided even if all reasonable measures were taken; (b) a strike or a protected work-by-rule strike or (c) in order to prevent the desecration of the Sabbath or a Jewish Holiday.

 3.3 Right to care

 If the expected departure time of your new flight (if any) is the same day as the departure date of your originally ticketed flight, you are entitled to:

1. Food and drink in relation to the expected waiting time; and
2. Two telephone calls and sending of a notice by fax or e-mail.

 If a stay of one or more nights or a stay additional to that intended by you becomes necessary, Emirates will also offer:

1. Hotel accommodation; and
2. Transport between the airport and place of accommodation (hotel or other location if you have chosen to stay elsewhere at a reasonable distance from the airport).

4 Flight brought forward

If the departure time of your flight has been brought forward by more than 5 hours and you have not been informed of the change in schedule more than 14 days before your flight, you are entitled to the following rights, as detailed below:

Number of hours your flight has been brought forward	Rights you are entitled to
More than 5 hours	Re-routing or reimbursement
More than 8 hours	Re-routing or reimbursement and monetary compensation

 4.1 Re-routing or reimbursement

 You may choose between:

• Option 1 – reimbursement within 21 days of receipt of a written request for the amount paid for your ticket (a) for the part of the journey not made, and (b) for the parts already made if the flight no longer serves any purpose in relation to your original travel plans (as detailed in the ASL). When relevant, we will carry you to your original point of departure at the earliest opportunity; or
• Option 2 - re-routing, under comparable transport conditions, to your final destination at the earliest opportunity; or
• Option 3 - re-routing, under comparable transport conditions, to your final destination at a later date at your convenience, subject to availability of seats.

 4.2 Monetary compensation

 The amount of compensation you are entitled to depends on the distance of your flight:

Flight distance	Compensation amount
Up to 2000 km	NIS 1,440
Up to 4500 km	NIS 2,310
Above 4500 km	NIS 3,460

 

You are not entitled to compensation if the change in schedule was caused by (a) special circumstances which could not have been avoided even if all reasonable measures were taken; (b) a strike or a protected work-by-rule strike.

*This notice is required by and is merely a summary of the ASL. In the event of any contradiction between this notice and the Law, the provisions of the Law shall prevail.

**Compensation will be made within 45 days of receipt of a written request to the Emirates Customer Affairs Department: https://www.emirates.com/il/english/help/forms/complaint/. Compensation will be made by bank transfer or check, or by other means as agreed to in writing by the customer.