Refund for wrong phone booking fee
 

I made an award booking online, and at the end of the payment process got an message saying there was some error with the billing and that I should call some number for resolving this issue. I called in, gave the same credit card number again, and they then confirmed the ticket.

To my surprise and dismay, the charge then included an extra $30 (iirc) as if I made the entire booking over the phone. So they essentially penalized me for their own technical inaptitude in getting their website to work properly, both in wasted time and money...

I sent El Al a fax complaining about this and demanding a refund, but they haven't responded to this for a long time now. Any ideas? Also, would doing a chargeback for the difference result in them potentially denying boarding for those award tickets?

You mention sending a fax, but what about speaking to a representative? Did you try that?

No, I find their phone system to be a huge pain, navigating through endless menus and waiting forever to get to a rep...

Try reaching out to them via social media. If that doesn't work, absolutely chargeback. In addition, did you make the booking through the Israel ticket office, US ticket office, or a different one?

The online booking just on their normal elal.co.il website, and the call was to the Israeli number provided in the error message.

So Israel ticket office. That means no can do regarding filing a DOT complaint, but you may be eligible to complain to the Ministry of Transportation and to the Economy Ministry for unfair practices. But start out with a chargeback

Well I personally think you should try speaking to an actual representative before taking such drastic measures such as doing a charge back. Your ticket would probably be at risk for cancellation if you did that, also.

Ticket wouldn't be at risk. Further, you can file the chargeback after flying. And that isn't a drastic measure, ESPECIALLY if LY refuses to speak to you

Not replying to a fax hardly constitutes refusing to speak to the OP. I would give LY a call, or at least email (so that I would have an electronic confirmation of receipt). I find LY's call center to be pretty good, albeit I am comparing to BA where close to an hour waits are not uncommon.

Yeah, IMHO the OP really hasn't given LY a fair shot at fixing the problem. It's 2015 - fax really isn't an acceptable method in my book. I know as a consumer, I most certainly wouldn't want the opposite: LY trying to fax me with changes to my flight or whatnot and not even trying to call.

It's pretty "Rosh katan" IMHO...

BTW, I agree that fax isn't right, BUT in Israel, that's unfortunately the way. I've never faxed anything in the US in my life (sent or received) but that's how I need to contact my bank, credit card company, telecommunications companies, government offices, etc. in Israel.

It wouldn't be surprising for LY to require OP to fax something, based on precedent in Israel.

That being said, as I recommended before, certainly try contacting LY and start out by reaching out on Facebook or Twitter

I'd be more than happy to email rather than fax, but unfortunately they don't provide an email address and their online form is extremely tedious AND doesn't allow attaching my screenshot as the proof...

I'd try calling the regular number to speak to regular customer service and maybe try calling the NY office as well

Finally got around to talk to the CS on the phone, and they promised to credit me back for those $30, "within 30 days"...

After I asked about it, they also offered (a pretty insulting I must say) compensation of 30 matmid points for the trouble they caused me...