This notice contains important information about your rights under Israel’s Aviation Services Law (Compensation and Assistance for Flight Cancellations and Changes in Conditions), 5772-2012 (the "ASL"). The rights referred to in this document apply in the following circumstances:
In the unlikely event that a seat is not available for a passenger with a confirmed reservation, we will seek volunteers to surrender their seats in exchange for benefits that we and the volunteer may agree upon before involuntarily denying boarding to other passengers. If there are insufficient volunteers and we deny you boarding involuntarily, you are entitled to the relevant rights set out in the event of flight cancelation as described below, unless your boarding has been denied in circumstances where there are reasonable grounds to deny boarding such as reasons of health, safety, security or inadequate travel documentation.
If your flight delayed for two (2) hours or more, but less than eight (8) hours, beyond its scheduled time of departure, you are entitled to the relevant rights set out in paragraph 3 of this document.
If your flight is cancelled, was brought forward, or delayed by more than eight (8) hours, you are entitled to the rights set out below (see following sections 1.; 2.; and 3.). As regards your right to compensation, please note that the Airline is entitled to refuse compensation if the following exemptions apply (the "Exemptions"):
The aforementioned Exemptions will not apply (and compensation will be payable) if you refuse to fly on the alternative flight because the alternative flight was not offered to your travel companion(s) or for reasons of security, religion or medical limitations.
1. RIGHT TO COMPENSATION
If you are involuntarily denied boarding or your flight is cancelled or delayed by eight (8) or more hours with respect to the scheduled departure time, you are entitled to receive, subject to the Exemptions provided hereinabove, the following amount from us:
A. NIS 1,440, in respect of all flights of 2,000 km or less; or
B. NIS 2,310 in respect of all flights between 2,000 km and 4,500 km; or
C. NIS 3,460 in respect of all flights over 4,500 km
The foregoing compensation will be reduced by 50% provided that the delay in the landing time at the final destination compared with the original landing time does not exceed the scheduled arrival time of the flight originally booked by four (4) hours (flights falling under A), five (5) hours (flights falling under B) or six (6) hours (flights falling under C). Compensation, if due, will be made within 45 days of receipt of a written request from you to our Guest Relations Department on https://www.etihad.com/en-ae/help/feedback . Compensation will be made by bank transfer or check, or by other means as agreed to in writing by the passenger.
2. RIGHT TO REIMBURSEMENT OR RE-ROUTING
If you were denied boarding or your flight is cancelled or delayed at least eight (8) hours, you may choose between:
a) Reimbursement in the amount paid for the flight ticket, including fees, levies, taxes and other obligatory payments within 21 days of receipt of written application replacement flight ticket to your final destination; or
b) re-routing, under comparable transport conditions, to your final destination at the earliest opportunity; or
c) re-routing, under comparable transport conditions, to your final destination at a later date at your convenience, subject to availability of seats.
If your flight is delayed by at least five (5) hours and you elect not to travel, you are entitled to receive reimbursement as set out in point (a) above, together with, when relevant, a return flight to the first point of departure, at the earliest opportunity.
If you do not wish to continue with your initial travel plans when there is a delay of at least five (5) hours, you may choose reimbursement or rerouting. However, if the flight's delay is due to a protected strike, you will only be entitled to reimbursement; and a) and b) below. Where it is not feasible for the Airline to arrange the care set out above, it will reimburse you for your reasonable receipted expenses upon application to the Airline Guest Relations Department on https://www.etihad.com/en-ae/help/feedback .
Reimbursement in the amount paid for the Flight Ticket, including fees, levies, taxes and other obligatory payments within 21 days of receipt of written application.
3. RIGHT TO CARE
The assistance as described in this section is provided in the event that a flight time of departure is delayed by at least two (2) hours from the scheduled departure.
If your flight delayed by at least two (2) hours you will be offered free of charge:
a) meals and refreshment in reasonable relation to the waiting time;
b) two (2) telephone calls, telex or fax messages or e-mails;
If the Airline expects a flight to be delayed by five (5) hours and less than eight (8) hours, you will also be offered free of charge, if applicable:
c) hotel accommodation in cases where a stay of one or more nights becomes necessary, or where a stay additional to that intended by you becomes necessary;
d) transport between the airport and place of accommodation (hotel or other).
4. CHANGES TO THE TERMS
If you are placed in a higher class of service than that stipulated on the Flight Ticket, you will not be subject to any extra charges nor are you entitled to any monetary compensation. If you are involuntarily placed in a lower class of service than that stipulated on the Flight Ticket, you will receive reimbursement of 100% of the price of the ticket for all flight segments longer than 4500 km. For flight segments less than 4500 km, the Airline will pay an amount equal to the flight fare paid, multiplied by the ratio between the affected flight distance and the total flight distance.
This Notice is required by Israel’s Aviation Services Law (Compensation and Assistance for Flight Cancellations and Changes in Conditions), 5772-2012; Any legal claim or action taken in the event of a dispute should be based solely on the legal text of the Law.
According to Israeli Consumer Protection Law (“CPL”), 5741-1981, any transaction carried out in a "long-distance sales transaction" (according to the definition of this term under the Israeli CPL) can be cancelled within fourteen (14) days of the date of the transaction, or as of the date of receiving the transactions’ summary document (as required under the CPL) and no less than seven (7) days, not being days of rest, prior to the departure date of the first flight on your itinerary.
Subject to the provisions of the Law, disabled guests, senior citizens or new immigrants (as these terms are defined under the CPL) can cancel a long-distance sales transaction within four (4) months as of the date of the transaction, or as of the date of receiving the transactions’ summary document and no less than seven (7) days, not being days of rest, prior to the departure date of the first flight on your itinerary. This will apply solely on transactions which included a conversation between Etihad Airways and the guest (including a conversation by means of electronic communication). Etihad reserve the right to demand documentation to verify the status of the request.
When a cancellation is made according to the provisions of the CPL as stipulated above, the cancellation fee shall be equal to the lesser between 5% and NIS 100.
A “long distance transaction” can be cancelled through Etihad Airways Contact Centre or online at Etihad.com.