Israel Travel Policy Updates

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Email sales support for waivers.
 
Waiver policy due to unrest in Israel for tickets issued on/before 08th October 2023 and for travel between 07th to 31st October 2023.
 
EL AL Travel Exception Policy
Update #6 – October 30, 2023 – 2:30pm EST

Following the recent security events in Israel, EL AL would like to update our Travel Exception policy as follows:

EL AL Airlines operates in accordance with the instructions of the Israeli security forces, and is in ongoing, direct contact with them. You may check EL AL’s flight schedules here.

In light of the situation, we are enabling the following concessions for our customers:

Please note that the exceptions / procedures outlined below are applicable to EL AL ticket stock (114) only. They do not apply to other carriers’ ticket stock. Passengers in possession of other carriers’ ticket stock should approach that airline / agent regarding any request for handling, cancellations etc.

Passengers holding tickets for a flight between October 29th, 2023, and December 31st, 2023 (inclusive) may change their tickets without being charged the “Change of Reservation” fee. Difference in fare (if / when applicable) IS to be collected. These customers have the option to freeze their tickets. No refund will be granted if the ticket is then being used for a lower fare.

Passengers who have not yet initiated their travel and their departure date is on / before December 31st, 2023, their ticket may be substituted for a voucher**, at no additional cost.

**The voucher is valid until / including December 31st, 2025, and applicable for tickets issued to travel until / including November 30th, 2026.

For more detailed information (including frequently asked questions) on this travel exception policy click here.

Should you have further questions about re-accommodations, please contact our dedicated Travel Partner Support line at:

Phone: 1-833-379-9191

Our Customer Call Center is also available at:

Phone: 1-800-223-6700

Please check your GDS for schedules and fares.

At this moment we do not have policy for the agents, just for our internal action. If any change is required, please let us know.
When the flight is cancelled on the PNR, you are allowed to proceed with the refund without waiver code.
For the confirmed flights until 14th of October from/to TLV we can try get the waiver for a refund.
Currently for the flights confirmed after 14th of October, just the refund according to the tariff conditions is possible.
Lufthansa Group airlines offer goodwill policy for travelers to/from Tel Aviv (TWP 2304)
Security is the top priority for the airlines of the Lufthansa Group. Due to the still unclear developing security situation in Israel and after an intensive analysis of the situation, the airlines of the Lufthansa Group have decided to suspend their regular flights to and from Tel Aviv up to and including Saturday, 14 October 2023. We regret having to take this decision. We are of course continuing to monitor the security situation in Israel closely and are in close contact with the local and international authorities.
Due to the unclear situation regarding the resumption of flights, no rebookings can be offered at this time.

Important notes regarding short-term flight cancellations

In case of short-term flight cancellations within 48 hours (in select cases: up to 5 days) before departure, no (immediate) UN will be set in the PNR in all cases. In this case, you can do the rebooking/reissue without having to request a waiver.

» To the Factsheet „Notes regarding short-term flight cancellations“

Part 1 – Lufthansa Group rules for rebooking/reissue/refund for cancelled flights

Customers affected by a flight cancellation can generally rebook once free of charge or have their ticket refunded. You are welcome to make rebookings/reissues/refunds for cancelled flights on Austrian Airlines/Brussels Airlines/Lufthansa/SWISS tickets yourself in accordance with the Schedule Change/Irregularity Policy for Travel Agents (OS/SN/LH/LX).

Please note: The Schedule Change/Irregularity Policy only applies to flights which have already been cancelled or which have been automatically rebooked by the airline.

Part 2 – Goodwill policy (TWP 2304) for refund of flights which are not cancelled

Passengers
  • whose OS/SN/LH/LX/EN ticket (257/082/220/724/101) has been issued on/before 7 October 2023, and
  • with an original confirmed ticketed date of travel between 7 October and 22 October 2023, and
  • with a booked Austrian Airlines/Brussels Airlines/Eurowings/Lufthansa/SWISS/Air Dolomiti/Discover Airlines flight (operated by OS/LH/SN/EW/LX/EN/4Y) from/to Tel Aviv (TLV), or
  • with a booked flight operated by other airlines (OAL) with OS/SN/LH/LX flight numbers (“code share”) from/to Tel Aviv (TLV)
may have their ticket refunded on a voluntary basis free of charge.

The following rules apply to the refund:
  • The ticket can be refunded on a voluntary basis (provided all prerequisites as described above are fulfilled) – any cancellation/refund penalty is waived. This is also valid for non-refundable tickets. OPC and DCC (YR) remain non-refundable.
  • Please enter the waiver code “TWP2304” in the refund transaction
    • Amadeus: TRFU/WA TWP2304
    • Sabre: After direct refund “WFR” entry, enter “TWP2304” in the waiver box
    • Galileo/Travelport: Start direct refund via TRNE entry. Enter “TWP2304” in the waiver box (A/L authority)
    • Infini: Enter “TWP2304” under Refunds “Reason Code”
    • Axess: Enter “TWP2304” under “A/L Authority” in the refund template
    • Farelogix/SPRK: Enter “TWP2304” in the Refund window “Waiver code box”
  • You can do the refund in accordance with this goodwill policy (TWP 2304) and entry of the waiver code without having to request a waiver from your Lufthansa Group Agency Support
We don’t have a blanket waiver for cancellations to AMM/ CAI at this time. You can send your affected PNRS to the preferred desk and they will review it on a case-by-case basis and will forward you the commercial waiver if applicable.
 
Currently, travel dates through Oct 31st are being considered for rebooking or refunds.
Tel Aviv & Jerusalem  Travel Restrictions Policy

New travel restrictions applied from to TLV, the Following flexible options will be provided to RJ passengers, in case of already issued Tickets ;  

Individual Tickets

  • Tickets including TLV sector.
  1. In case of date change, Pax is entitled for free of charge Revalidation only.
  2. In case of reroute request with canceling TLV sector, Pax is entitled for free of charge revalidation, difference in governmental taxes to be collected.
  3. In case of refund request, Pax is entitled for refundable voucher valid for two years , OR
  4. In case of refund request, Pax is entitled for nonrefundable voucher valid for one year with Extra 10% of total amount to be handled by RJ office only , OR
  5. In case of refund request, Pax is entitled for full refund including all taxes.
  6. No-show fees to be collected in any case.
  • Tickets do not include TLV Sector and Arriving to Amman, Cairo, or Beirut.
  1. In case of date change, Pax is entitled for Free of Charge Revalidation only
  2. No-show fees and difference in Fare to be collected.
Group Bookings

  • Groups including TLV sector
    1. In case of date change, group is entitled for free of charge Revalidation.
    2. In case of reroute request with canceling TLV sector, Group is entitled for free of charge revalidation, difference in governmental taxes to be collected.
    3. In case of Refund request, refundable Group Voucher Valid for one year, OR
    4. In case of refund request, Group is entitled for full refund including all taxes.
    5. No-show fees to be collected in any case.
  • Group bookings and tickets do not include TLV Sector Arriving to Amman, Cairo, or Beirut. 

    1. Pax is entitled for Free of Charge Revalidation only
    2. No-show fees and difference in Fare to be collected.
    3. Rebooking is valid on/before 30th .Sep.2024
  • Tour Code is Valid on/before 08th DEC. 2023
  • Travel period is valid on/before 15th Dec. 2023
  • Waivers are not applicable for groups departing in less than 14 days
  • Circular is applied on all ancillary services. What is applied on the ticket is applied on the EMDs.
  • Tour code must be inserted : JOG1102023635B

VSbulletin: Update to our Tel Aviv Flying Programme – Nov 30, 23

The safety of our customers and our teams is our number one priority, always. After careful consideration, based on the latest information, we have taken the decision to extend our pause on flying to and from Tel Aviv until Wednesday December 20, 2023 to give clarity to our customers.

As the dynamic situation evolves, we’ll keep our flying programme under constant review.

The following flights have been cancelled:

VS453 LHR-TLV up to and including December 19, 2023

VS454 TLV-LHR up to and including December 20, 2023

We are offering customers travelling to, through or from Tel Aviv up to and including December 31, 2023, the flexibility to rebook their flight to a different date until January 31, 2024 or process a full refund. You can view the full policy here

To keep updated on our latest VS Bulletins, click here

We would advise anyone booked to travel to check their flight status on the website before travelling to the airport.

Sales Support

Where possible we would kindly request that you contact us using our Get in touch form and the team will continue to work hard to respond to your queries within 72 hours between Monday and Friday.

For all other VSbulletin information, please visit Partner Hub.

For Delta’s up to date information, please visit Delta Professional pro.delta.com

For all updates & travel-related information for US Citizens and clients stranded in Israel, please refer to the US Embassy website.

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