Elal does get things right
Jun 20, 2006 | 11:46 pm
#1
Original Poster
Join Date: Jun 2006
Location: Israel
Programs: Elal Silver, AirCanada Aeroplan, AA AAdvantage, KLM Flying Blue, Continental OnePass, Delta Skymiles
Posts: 559
Elal does get things right
I know it is customary to knock Elal in this forum but I will depart from that trend and state a recent example of where Elal gets things right.
Recently, my mother-in-law's husband passed away. They were supposed to fly JFK-TLV in mid-March, but he was hospitalized 2 weeks before the trip and passed away 2 weeks after the date they were supposed to travel. Elal charged them $250 per ticket for cancellation. After one email letter and submitting proof of death, Elal refunded the $500.
In addition, Elal moved the points from my father-in-law's account to my mother-in-law's account at no charge. American Airlines charged her $50 for that same service.
Recently, my mother-in-law's husband passed away. They were supposed to fly JFK-TLV in mid-March, but he was hospitalized 2 weeks before the trip and passed away 2 weeks after the date they were supposed to travel. Elal charged them $250 per ticket for cancellation. After one email letter and submitting proof of death, Elal refunded the $500.
In addition, Elal moved the points from my father-in-law's account to my mother-in-law's account at no charge. American Airlines charged her $50 for that same service.
Jun 21, 2006 | 1:01 am
#2
Join Date: May 2000
Location: Kfar Saba, Israel
Posts: 4,172
Originally Posted by hnussbacher
I know it is customary to knock Elal in this forum but I will depart from that trend and state a recent example of where Elal gets things right.
Sorry for you family loss. After all, you are dealing with people and Israeli's tend to be rough at first but do have a heart at most times. Great to hear a nice experience (at not so nice circumstanes).
Jun 21, 2006 | 1:56 am
#3
Join Date: May 2005
Location: tlv
Programs: AA Platinum, LY Matmid
Posts: 804
Originally Posted by apirchik
It seems like you have knocked Continental this time
Sorry for you family loss. After all, you are dealing with people and Israeli's tend to be rough at first but do have a heart at most times. Great to hear a nice experience (at not so nice circumstanes).
Sorry for you family loss. After all, you are dealing with people and Israeli's tend to be rough at first but do have a heart at most times. Great to hear a nice experience (at not so nice circumstanes).
My mother A"H passed away in NY a week before her scheduled return to Israel
My brother immediately informed ELAL to cancel the seat
El Al would not refund any part of the ticket saying something about the half being more expensive than the whole or something similar which we couldn't, and were not in the mood, to really follow
Her casket was shipped the next day on El Al and they charged a pretty penny for that and then of course were able to sell her original seat a week later to another customer
We ended up sitting Shiva, and El AL profitted from my mother A"H three times
Not really the right way to do it!
Jun 21, 2006 | 4:19 am
#4
Moderator, El Al and Marriott Bonvoy, FlyerTalk Evangelist
Join Date: Feb 2005
Location: SIN
Programs: SQ PPS, Mar LTT, Hyatt LTG, AA LTG, LY, HH, IC, BA, DL, UA SLV
Posts: 12,155
Sorry for everyone's losses.
Thanks for sharing as it is always good to hear when they do something right.
Originally Posted by hnussbacher
I know it is customary to knock Elal in this forum but I will depart from that trend and state a recent example of where Elal gets things right.
Originally Posted by badatz
Unfortunately they don't always get it right. It sounds like in your case they really got it wrong. 
