主要内容

Israeli Aviation
Services Law

Notice of your rights in the event of denied boarding, flight delay or flight cancellation

The rights referred to in this document apply in the following circumstances:

  • Virgin Atlantic Airways Ltd. is the flight operator;
  • You are traveling on a flight departing from an airport in Israel or a flight arriving at an airport in Israel;
  • You have a confirmed reservation on the flight;
  • You are fully checked-in by the time indicated on your Virgin Atlantic Airways Ltd. flight ticket; or
  • You are traveling on a fare available directly or indirectly to the public, or on a ticket that has been issued by virtue of membership on a program for the giving of bonuses of Virgin Atlantic Airways Ltd., if any.

Cancellations and delays of 8 hours or more

Re-routing\reimbursement

If your flight is cancelled or delayed at least 8 hours, you may choose between:

  • Replacement flight ticket to your final destination; or
  • 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

Assistance

In addition, you will receive free of charge:

  • Food and drink in accordance to the waiting time ("Food and Drink");
  • Hotel accommodation in cases where an overnight stay or a stay in addition to that which you originally intended becomes necessary, including transport ("Accommodation Services" and "Travel Services"); and
  • 2 telephone calls, fax messages or e-mails ("Communication Services").

Where it is not feasible for virgin atlantic airways ltd. To arrange the assistance set out above, Virgin Atlantic Airways ltd. Will reimburse you for your reasonable receipted expenses upon application to: e-mail: address is customer.relations@fly.virgin.com or by post to Virgin Atlantic Airways Limited. Customer relations dept., The VHQ, Fleming Way, Crawley, West Sussex, RH10 9DF, England.

赔偿

Monetary compensation for a cancellation or delay greater than 8 hours is not payable if the cancellation is brought to your attention:

  1. 14 days or more before the scheduled time of departure;
  2. Between 7 and 14 days before the scheduled time of departure and you were offered re-routing with a departure no more than 2 hours before the scheduled time of departure and an arrival at your final destination less than 4 hours after the scheduled time of arrival; or
  3. Less than 7 days before the scheduled time of departure and you were offered re-routing with a departure no more than 1 hour before the scheduled time of departure and an arrival at your final destination less than 2 hours after the scheduled time of arrival.

The above provisions do not apply 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.

Monetary compensation is also not due if:

  1. The cancellation is due to extraordinary circumstances which were not under Virgin Atlantic Airways Ltd.'s control even if Virgin Atlantic Airways Ltd. had done whatever was under its control;
  2. The flight was cancelled due to strike or a protected work-by-rule strike;
  3. The flight has been cancelled in order to prevent the desecration of the Sabbath or a Jewish holiday.

The compensation amounts are as follows:

Distance Asl compensation
A For flights up to 2000 km NIS 1,300
B For flights of 2,000 km - 4,500 km NIS 2,080
C For flights of over 4,500 km NIS 3,120
  • 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 4 hours (flights falling under A), 5 hours (flights falling under B) or 6 hours (flights falling under C).
  • Compensation, if due, will be made within 45 days of receipt of a written request.
  • Compensation will be made by bank transfer or check, or by other means as agreed to in writing by the passenger.

Delays between 2 and 8 hours

The assistance as described in this section is provided in the event that a flight time of departure is delayed by at least 2 hours and less than 8 hours from the scheduled departure.

If Virgin Atlantic Airways Ltd. Expects a flight to be delayed by at least 2 hours you will be offered free of charge:

  • Food and drink;
  • Communication Services.

If Virgin Atlantic Airways Ltd. Expects a flight to be delayed by 5 hours and less than 8 hours, you will also be offered free of charge, if applicable:

  • Accommodation Service
  • Travel Services.

If you do not wish to continue with your initial travel plans when there is a delay of at least 5 hours, you may choose reimbursement or a replacement flight ticket. However, if the flight's delay is due to a protected strike, you will only be entitled to reimbursement; Food and Drink and Communication Services.

拒绝登机

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 this chapter, 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.

Right to reimbursement and re-routing and right to care

You may choose between:

  • A replacement flight ticket to your final destination, under as similar conditions as possible to the conditions of the original flight ticket and at the earliest time possible or at a later date in coordination with you, subject to availability of seats; or
  • Reimbursement of consideration in the amount paid for the flight ticket, including fees, levies, taxes and other obligatory payments.

Right to care: in addition, you will receive free of charge:

  • Food and Drink in accordance with the waiting time;
  • Accommodation and Travel Services; and
  • Communication Services.

Where it is not feasible for Virgin Atlantic Airways Ltd. to arrange the assistance set out above, Virgin Atlantic Airways Ltd. will reimburse you for your reasonable receipted expenses upon application either by e-mail to: customer.relations@fly.virgin.com or by post to Virgin Atlantic Airways Limited, Customer relations dept., The VHQ, Fleming Way, Crawley, West Sussex, RH10 9DF, England.

 拒绝登机赔偿

Subject to the conditions noted above, if you have been denied boarding against your will, you will be entitled to compensation as follows:

Distance 赔偿
A For flights up to 2000 km NIS 1,300
B For flights of 2,000 km - 4,500 km NIS 2,080
C For flights of over 4,500 km NIS 3,120

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 4 hours (flights falling under a), 5 hours (flights falling under b) or 6 hours (flights falling under c).

This notice is a notice under Israel’s Aviation Services Law (Compensation and Assistance for Flight Cancellations and Changes in Conditions), 5772-2012 (the "ASL")

Nothing herein derogates from or adds to the rights and duties of a passenger under the ASL. Any legal claim or action taken in the event of a dispute should be based solely on the legal text of the ASL.

June 2019