El Al Airlines

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May 3, 2021
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We booked flight as a family to travel to Israel with El al Airlines in 15 June 2020 but due to covid-19 pandemic we had to cancel through gotogate our booking agency. Instead of cancelling, the airline gave an open voucher to rebook before April 2021. We were not able to rebook since there was a 2nd strain of covid-19 and still Israel closed their Tel Aviv Yafo airport that was our entry. We cancelled and gotogate initiated a refund from the airline in January and to date it's still pending waiting the airline to respond. I want help to expedite the case.
 

VoR61

Jan 6, 2015
4,029
6,268
113
the United States
Your can escalate this VIA EMAIL using this link: El Al Airlines
send them only the highlights that describe your experience - the things they "need to know"
do not include attachments - - offer instead to send them upon request (the might be "undeliverable" otherwise)
be sure to start at the lowest level and give each contact one (1) week to respond before escalating to the next level

Following these steps will increase the likelihood that your email will be read and that it can be understood in 3-4 minutes
 

jsn55

Verified Member
Dec 26, 2014
10,924
12,893
113
San Francisco
We booked flight as a family to travel to Israel with El al Airlines in 15 June 2020 but due to covid-19 pandemic we had to cancel through gotogate our booking agency. Instead of cancelling, the airline gave an open voucher to rebook before April 2021. We were not able to rebook since there was a 2nd strain of covid-19 and still Israel closed their Tel Aviv Yafo airport that was our entry. We cancelled and gotogate initiated a refund from the airline in January and to date it's still pending waiting the airline to respond. I want help to expedite the case.
Let's see if I have this right. You used an online booking service, you cancelled your June 2020 flights and received a credit that had to be utlilized before April 2021. Your credit has expired. You may have been entitled to the credit, but not a refund. Refunds can happen when the travel provider cancels, not the pax. It is not required, but El Al may extend your credit with a polite, concise request as VoR outlines. Next time, book direct and avoid the booking services on the internet.
 

Comicman

Jul 13, 2020
727
1,518
93
Canceling because of Covid or even Israel refusing to allow Americans (or any other country) to visit Israel does not get you a refund if you canceled ( even 15 min.) before the airlines canceled the flight.
You are only due a voucher. Converting this voucher into a refund is nigh on impossible.
Your best bet is to try and get an extension to your voucher. You have no down side to ask.
Many airlines did this automatically maybe El Al has already extended yours. It will not hurt to ask them.
 

jsn55

Verified Member
Dec 26, 2014
10,924
12,893
113
San Francisco
Canceling because of Covid or even Israel refusing to allow Americans (or any other country) to visit Israel does not get you a refund if you canceled ( even 15 min.) before the airlines canceled the flight.
You are only due a voucher. Converting this voucher into a refund is nigh on impossible.
Your best bet is to try and get an extension to your voucher. You have no down side to ask.
Many airlines did this automatically maybe El Al has already extended yours. It will not hurt to ask them.
Agree with Comicman, and I would add that you need to be patient and persistent. ElAl has not done a great job of taking care of their customers. At one point early in the virus disaster, they just closed down their whole CS department. Don't get discouraged if you don't succeed in extending the credit, keep at it.