Update from EL AL’s CEO

September 29, 2020 1:37 pm
September 29, 2020 1:37 pmLeave your thoughts
In recent months, EL AL Israel Airlines has been facing the biggest crisis that has ever befallen the aviation industry against the backdrop of the Coronavirus pandemic. The directives and travel limitations of the State of Israel and other countries, along with public health concerns, have almost completely halted our activities.As a result, we have had to take extreme but necessary steps that have impaired our ability to provide you with the service you rightly expect in all areas where you are used to being serviced. From the outset of the crisis I believed that if we survived, there would be a chance to offer you everything you expect from us. That is why we have worked to formulate, together with the State of Israel, a plan for EL AL that will assist us to overcome the crisis.Your high expectations of us is our goal and in the last few months we have not been able to meet it and we know we have let you down. I apologize to you and thank you for your patience and understanding.Many of our customers have tickets for flights that have been canceled in recent months due to the Coronavirus pandemic.Due to the fact that the assistance plan has commenced, I would like to update you on the refund policy that we have been working on in recent months.As part of the policy, we are addressing customers whose tickets for flights canceled during the coronavirus period and offering an attractive alternative of a credit, which can be transferred to another passenger and redeemed on any flight, with a total value of 125% of the original ticket value or a refund.In view of the large number of canceled tickets, and the heavy workload required, our contact with customers will take some time and be gradual.At the same time, I am pleased to announce that we are planning to resume flight operations under the existing restrictions and will return from the beginning of October to operate flights to Athens and mid-October to the main destinations of New York, Paris, London and later to Los Angeles and Miami.We are working to improve the sales system and prices, to adapt the route network and the fleet of aircraft to the new reality that has been created and to improve the Matmid frequent flyer program.We are doing all that we can to deal with the Coronavirus crisis, in cooperation with you, our customers, to be even better and worthy of your trust in EL AL. 
Happy New Year,
Gonen Usishkin
EL AL Israel Airlines

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