Airline: LY
Flight: TLV-LHR
Class: Coach (cheap tic)
Incident: Waited on flight for 2 hours, then they canceled it.
rebooked pax direct TLV-EWR fir next day. Also gave 2 Taxi vouchers.
Compensation: Is it #hoggetstofat to ask?
The request:
My flight was canceled. I missed an entire day of work. Everything was thrown off schedule. Additionally,
1) I was given a voucher for a taxi, and they did not accept it, I had to pay out of my pocket. In the airport they said to send you an email, and you will refund it.
2) The full NIS refund, for myself, and my wife, as is Israeli law. As I was flying TLV-LHR-EWR, which is 9151 km.
Thank you,
THE REPLY
Dear Mrs. yeki89,
I am writing to you in regards to a delay in the departure of your EL AL flight from Tel Aviv to London on December 2, 2012.
At time there are circumstances that surround the travel industry that our out of our control. Please understand that technical problems do arise from time to time but given the alternative, I’m sure you would agree that it is far better to address the issues rather than allow the flight to take off. Under these circumstances, EL AL is not operating under normal conditions and we ask that our passengers exercise some patience while we correct any technical issues that involve a particular flight in order to ensure a safe passage to their onward destination. Airlines cannot be held responsible for delays of any nature, technical or otherwise, pursuant to the Montreal Convention. May I call your attention to our website (
www.elal.com ), upon which you will find the "Conditions of Contract". Please see clause Number nine, which clearly states: "Times shown in timetables or elsewhere are not guaranteed and form no part of this contract". As EL AL took all reasonable measures available to avoid the delay on your flight, it cannot be held liable for your delay pursuant to the Montreal Convention. Moreover, it does not permit recovery for damages resulting solely from inconvenience. EL AL works very hard to adhere to pre-determined schedules. As we hope you can understand, this is not always possible. Should you have incurred out of pocket expenses (meals, transportation,) please forward me any receipts so we can reimburse you.
The incident has been brought to the attention of El Al management who meet each week to discuss customer complaints and make improvements. I assure you that they will do their utmost to correct the shortfall of our service.
I very much hope that you will give us the opportunity to prove to you and your family that your recent experience is not characteristic of this company, by welcoming you on board a future EL AL flight, which I am sure will meet with your total satisfaction.
Sincerely,
Nubia Ramos
Customer Relations, USA
Fax: 212-852-0793
Customerrelations@elalusa.com