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Customer Inquiries Department
Israir’s Customer Inquiries Department receives and handles written inquiries from passengers (by mail or fax) when all the Company’s tourism services have been exercised.
Inquiries, requests and clarifications relating to future bookings with us should be directed to the travel agency through which the booking was made or the relevant booking department.
Requests for refunds for wholly or partly unused tourism services that were purchased through a travel agency should be addressed to that travel agency.
In the case of inquiries referring to lost or damaged baggage on an Israir flight only, the following documents must be attached:
a. Flight ticket
b. Baggage tags
c. Aircraft boarding card.
d. Loss or damage report completed at the airport.
e. Any other document to support the claim.
f. It is important to give the passenger’s contact details (telephone, fax, address).
In the case of damage to registered baggage on an Israir flight, a written complaint should be submitted to the Department within 7 days of the baggage being placed at the passenger’s disposal. In the case of loss of registered baggage on an Israir flight, a written complaint should be submitted to the Department within 21 days of the baggage being placed at the passenger’s disposal.
Israir shall not be responsible for any damage to baggage, loss of baggage, or delay in the arrival of such baggage, unless a written complaint is submitted to the Department within the time periods specified above.
Inquiries to the Customer Inquiries Department should be made using the inquiry form available on the Israir website. To download the form press here. Complete the form and attach any relevant documents as required, for example: forms issued, signed forms, receipts, flight tickets, boarding cards, baggage tags, baggage damage/ loss report, advertisements on which the reservation was based, correspondence, etc. In the case of a booking cancellation due to a medical condition, the passenger should attach documents with evidence of the causes which prevented use of the purchased product.
Written inquiries can be sent in one of the following ways:
Mailing address: POB 26444, Tel Aviv 63806.
Telephone calls to inquire on the status of an inquiry can be made Sunday to Thursday from 10 am to 2 pm (excluding Festivals) on 03-5115577.
Inquiries concerning loss and/or damage to baggage on non-Israir flights should be sent directly to the airline company that operated the flight.
We are happy to deal with your inquiry and provide a response.