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Is El Al customer service only available by WhatsApp

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Is El Al customer service only available by WhatsApp

   
Old Apr 23, 21, 12:56 am
  #1  
Original Poster
 
Join Date: Dec 2007
Location: Israel
Programs: UA Platinum, LY Silver
Posts: 630
Is El Al customer service only available by WhatsApp
Hello everyone,

I made a mistake on my name on my ticket and Matmid account and I can't find a way to call El Al. I see they offer support via WhatsApp, but feel it would be faster by phone. Is there no way to call them?

Thanks in advance
yonajon is offline  
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Old Apr 23, 21, 1:25 am
  #2  
 
Join Date: Oct 2007
Location: TLV,LHR,HKG,TBS
Programs: BA Silver, ELAL Platinum, VS Gold
Posts: 161
Whatsapp is your best option. There is no phone service.
Calculated Risk is offline  
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Old Apr 23, 21, 1:52 am
  #3  
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Join Date: Dec 2007
Location: Israel
Programs: UA Platinum, LY Silver
Posts: 630
Thanks. Any recent experiences on how long it takes to get an answer?
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Old Apr 24, 21, 12:06 pm
  #4  
 
Join Date: Feb 2021
Posts: 64
Originally Posted by yonajon
Thanks. Any recent experiences on how long it takes to get an answer?
Sometimes hours - sometimes days. My worst case so far was two days. Keep in mind the difference in hours and also Shabbat.
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Old Apr 28, 21, 2:36 am
  #5  
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Join Date: Dec 2007
Location: Israel
Programs: UA Platinum, LY Silver
Posts: 630
An update: so far I've checked in with them by WhatsApp three times. The first time, I got a response on Shabbat (!) about 24 hours after I contacted them. The subsequent times I got a response within an hour. In the first two cases the agent was super knowledgeable, helpful, and friendly. In the third case they were knowledgeable, but less helpful and less friendly. My issue is unresolved; it requires reticketing, which they say is a manual process being done by very few people in priority order based on departure date. Hopefully it gets fixed on time for my flight.
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Old Apr 29, 21, 9:35 am
  #6  
 
Join Date: Jun 2019
Posts: 263
I've heard speed of responses depend how soon departure is.
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Old Apr 30, 21, 12:55 am
  #7  
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Join Date: Dec 2007
Location: Israel
Programs: UA Platinum, LY Silver
Posts: 630
They've been responding on WhatsApp very quickly (lately instantly), but for back-office work like ticketing, it is taking a very long time and, yes, they say it is being prioritized by departure date. I'm 9 days before departure and my reservation remains unticketed.
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Old May 10, 21, 6:47 am
  #8  
 
Join Date: Oct 2007
Location: TLV,LHR,HKG,TBS
Programs: BA Silver, ELAL Platinum, VS Gold
Posts: 161
ElAl phones now back online

03-9771000
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Calculated Risk is offline  
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Old Nov 24, 21, 11:16 am
  #9  
 
Join Date: Jan 2011
Location: YYZ
Posts: 765
looking for any other suggestions- seems to be a dead end all around.
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Old Nov 24, 21, 4:26 pm
  #10  
 
Join Date: Jun 2004
Posts: 1,554
Originally Posted by simba8
looking for any other suggestions- seems to be a dead end all around.
Works quite well on whatsapp, I get an answer within an hour or two normally and they respond well.
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Old Nov 25, 21, 9:58 am
  #11  
 
Join Date: Jun 2019
Posts: 263
Originally Posted by 2035
Works quite well on whatsapp, I get an answer within an hour or two normally and they respond well.
Do they respond quicker to status pax? can they even see that right away unless you tell them on the message
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Old Nov 26, 21, 12:26 am
  #12  
 
Join Date: Jan 2011
Location: YYZ
Posts: 765
Originally Posted by momoflyingguy
Do they respond quicker to status pax? can they even see that right away unless you tell them on the message
nope
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Old Nov 27, 21, 2:18 am
  #13  
 
Join Date: Nov 2009
Programs: LY-PL, A3-*G
Posts: 1,670
Originally Posted by simba8
nope
yes they can. That recognise your ff number.
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Old Nov 27, 21, 9:03 pm
  #14  
 
Join Date: Jan 2011
Location: YYZ
Posts: 765
Originally Posted by Houminer
yes they can. That recognise your ff number.
when you generically get connected- there is no personal info provided other than name- i dont recall them asking for my FF# to get faster service- it could be after you "connect" to someone
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Old Nov 28, 21, 9:27 am
  #15  
 
Join Date: Dec 2008
Programs: UA 1K; LY Gold; DL Gold; BA Bronze
Posts: 2,228
Originally Posted by simba8
when you generically get connected- there is no personal info provided other than name- i dont recall them asking for my FF# to get faster service- it could be after you "connect" to someone
At least before COVID, it was done automatically if you called from the phone number associated with your Matmid number.
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