EL AL Matmid - Delayed luggage

Last month I flew SAN-JFK-TLV. SAN-JFK with AA in Y and JFK-TLV with LY in C.
I sent two pieces of luggage. The first one arrived (no priority…) and after waiting for 500 pieces of luggage I realized that the second one didn’t.
Elal baggage rep told me that they have no idea where the suitcase is and I filled out a claim.
My flight landed at 11AM and at 6:30 PM I got a call from a “VIP” representative that told me they called the station in NY and they don’t know where the suitcase is and that they didn’t receive it from AA.
At 9 PM I checked the “lost luggage” website and realized that my suitcase arrived in Israel at 5 PM (which means that when the VIP person called me the suitcase was already here). I called elal and they told me that my luggage just arrived and they will send it to me tomorrow. I asked for them to send it to me now (explaining to them that they will have to pay 150 shekel for the taxi while my ticket was 5000$). They said this is impossible. And I received my suitcase the next day 24 hours after I landed.
After all this I contacted elal and told them that I am fed up with them and that they don’t’ care about the customers.
There reply is:
1. We made a few mistakes giving you wrong information.
2. We don’t send luggage with taxis after 6 PM even not to TPL’s.
3. We will give you a 100$ voucher for the duty free.
I’m still not very happy. What do you say?

Would you really of wanted ELAL to just pop it into a taxi and send it to you? I personally wouldn't! Who would of taken responsibility? Not Elal!

We will give you a 100$ voucher for the duty free.

Where did duty free come into this?

Would you really of wanted ELAL to just pop it into a taxi and send it to you? I personally wouldn't! Who would of taken responsibility? Not Elal!

Why not? It's like a delivery service. It doesn't necessarily have to be a taxi. And absolutely, EL AL would take responsibility.

Where did duty free come into this?



Why not? It's like a delivery service. It doesn't necessarily have to be a taxi. And absolutely, EL AL would take responsibility.

Well the question is, if it is! ELAL have their delivery service that they use which are not "taxis" that they can use anytime, and with them they would take responsibility, but at the request of a passenger to pop his lost/found luggage into a local taxi, I'm almost sure they wouldn't and didn't! Trust me, a taxi driver will have himself a good time with my luggage,

Where did duty free come into this?.

In flight duty free for my next flight...

In flight duty free for my next flight...
Meaning as compensation for the annoyance, they're giving you a duty free voucher?

Last month I flew SAN-JFK-TLV. SAN-JFK with AA in Y and JFK-TLV with LY in C.
I sent two pieces of luggage. The first one arrived (no priority…) and after waiting for 500 pieces of luggage I realized that the second one didn’t.
Elal baggage rep told me that they have no idea where the suitcase is and I filled out a claim.
My flight landed at 11AM and at 6:30 PM I got a call from a “VIP” representative that told me they called the station in NY and they don’t know where the suitcase is and that they didn’t receive it from AA.
At 9 PM I checked the “lost luggage” website and realized that my suitcase arrived in Israel at 5 PM (which means that when the VIP person called me the suitcase was already here). I called elal and they told me that my luggage just arrived and they will send it to me tomorrow. I asked for them to send it to me now (explaining to them that they will have to pay 150 shekel for the taxi while my ticket was 5000$). They said this is impossible. And I received my suitcase the next day 24 hours after I landed.
After all this I contacted elal and told them that I am fed up with them and that they don’t’ care about the customers.
There reply is:
1. We made a few mistakes giving you wrong information.
2. We don’t send luggage with taxis after 6 PM even not to TPL’s.
3. We will give you a 100$ voucher for the duty free.
I’m still not very happy. What do you say?


i think you're upset for nothing !!!

computer systems sometimes take time to update. especially between companies and systems.
so it might happen that the VIP rep checked their information at 6:30pm he stil didnt see that the suitcase arrived.
for example, maybe that information was enetered into the system only at 7pm ?!?

and you cant expect just to answer to everybody's wimp (=send it via taxy NOW).
maybe you should have worked with US companies who would have just replied: sorry. no delivery after 6pm - company policy (= bite me)

you got a nice compensation - be happy.

Meaning as compensation for the annoyance, they're giving you a duty free voucher?

yes