Purchased a flight or vacation package and had to cancel? In this article, you will find a clear, updated, and comprehensive explanation of consumer rights in the aviation sector, according to the Consumer Protection Law and the Aviation Services Law. The details have been updated based on information across the web – make sure to verify precisely before any specific action.
What is a Remote Sale Transaction?
A remote sale transaction is a deal where the purchase is made without the physical presence of the parties, for example, via phone, website, online advertisement, app, and more. When you book a vacation online or by phone, it is a remote sale transaction.
Cancellation of Vacation Services in Remote Sale
A tourism transaction made through remote sale can be canceled within 14 days from the date of the transaction or from the date of receipt of the disclosure form, whichever is later, provided that at least 7 business days remain before the service is received (such as the flight date or hotel check-in).
Example: You booked a flight departing on the 20th of the month and canceled the transaction on the 10th of the month – if less than 14 days have passed since the booking and there are at least 7 business days until the flight date, you can cancel and receive a refund according to the law.
Cancellation Rights for Protected Populations
Senior citizens (over 65 years old), new immigrants, and people with disabilities are entitled to cancel a remote sale transaction up to 4 months from the date of the transaction, but only if a conversation took place between them and the supplier before the booking.
However, the provider may require proof of status (immigrant certificate, disability, or senior citizen), but nothing beyond that.
How to Cancel a Transaction?
You can send a cancellation request through one of the following methods:
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By phone
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By email
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By registered mail
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By fax
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Through the cancellation form on the provider’s website
Cancellation Fees – How Much Will You Pay?
If you canceled a vacation deal according to the law – you will be charged a cancellation fee of 5% or 100 ₪ – whichever is lower.
In the case of flight tickets – the cancellation fee will apply to each ticket separately. It is important to note that if at the time of booking it was stated or written otherwise, or any other condition was given and you confirmed it – the cancellation terms will be according to what was written and confirmed, not according to the “dry law.”
Aviation Services Law: Compensation and Assistance in Case of Flight Cancellation, Delay, or Change
The Aviation Services Law (2012) is intended to regulate passenger rights concerning flight disruptions – cancellations, delays, advancements, denial of boarding, class changes, and more.
When Does the Law Apply?
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International flights to/from Israel
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Domestic flights
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Even if there is a layover outside Israel
Denial of Boarding
If you were denied boarding due to overbooking or the boarding of crew/security personnel – you are entitled to:
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Monetary compensation of 1,320-3,180 ₪ (depending on the destination distance)
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Food and drink
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Alternative flight ticket or refund – your choice
No eligibility in case of denial due to security, health, or lack of valid documents.
Delayed Flight
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Delay of 2+ hours – entitlement to food, drink, and communication.
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5-8 hours delay – entitlement to a refund or alternative flight.
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Next day – accommodation and transportation services included.
If the delay was caused by a strike – you will only receive food, drink, and communication.
Advanced Flight
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Advancement of 5-8 hours – entitlement to a refund or alternative flight.
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Advancement of 8+ hours – also monetary compensation.
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No eligibility if it involves special circumstances beyond the airline’s control.
Cancelled Flight
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Cancellation = also a delay of 8+ hours
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You are entitled to:
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Assistance services
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Alternative ticket or refund
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Monetary compensation of up to 3,180 ₪ (depending on flight distance)
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Exceptions: You will not receive compensation if you received prior notice, if canceled due to special circumstances, strike, prevention of Sabbath desecration, or refusal of a reasonable alternative offer.
Change in Service Class
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Upgrade to a higher class – at no charge, of course.
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Downgrade to a lower class – entitles monetary compensation based on distance range.
Important to Know!
To exercise your rights:
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Arrive at the check-in counter on time.
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The information is sourced from across the web; please verify the exact details with the relevant authority.
