Passenger rights according to the Israel Aviation Services Law

Passenger rights according to the Israel Aviation Services Law (Compensation and Assistance for Flight Cancellation or Change of Conditions), 5772-2012

DEAR PASSENGER,

According to the Israel Aviation Services Law (Compensation and Assistance for Flight Cancellation or Change of Conditions), 5772-2012 ("the Law"), in case of flight delay, flight cancellation, departure time brought forward, denied boarding or downgrading ("Irregularity"), you have the rights to certain benefits, as described below.

In order to be eligible to these rights, you need to:

• Have a confirmed reservation to the UIA flight in which the Irregularity occurred, and that the flight is departing from or flying to Israel (including a flight with a stopover);
• You have presented yourself on time at the check-in counter at the airport and in case such time is not determined, at least 90 minutes before the scheduled departure time.

You will not be eligible if:

• You have received prior notice from UIA or from your travel agent, that you are rebooked to a different flight than the flight registered in your ticket, and you have reached your destination on the original time specified in your ticket, or-;
• You hold non-revenue ticket or the ticket with reduced fare, which directly or indirectly is not available for other passengers. However, you might be entitled to the below mentioned benefits if you received your ticket from the airline through its passenger loyalty program UIA Panorama Club.

The following information contains a summary of the rights to benefits available under the Law, and in such relevant cases that the Law applies, the information in this document shall prevail over the information listed in the "UIA Rules  for transportation by air and handling of passengers and baggage UIA", and/or any other rules or conditions published by UIA.

FLIGHT DELAY

In case your flight departure time is delayed by more than two hours, you are entitled to receive refreshments/meal in relation to the standby time, two free of charge telephone calls, and the option to send a fax/email.

In case your flight departure time is delayed by more than five hours and less than eight hours, you are also entitled to choose whether you would like to (1) wait for your original flight, or (2) receive a ticket to an alternative flight to your final destination on similar conditions to your original ticket (as possible) at the earliest possible time, or at a later date at your convenience, all subject to availability. In case the alternative flight is schedule to departure the next day, you will also be entitled to hotel accommodation and ground transfer to the hotel and back (if necessary), or (3) reimbursement of the full cost of the unused ticket (or its unused segment) if you refuse to continue your journey. You need to apply to the place of ticket purchasing. The reimbursement will be made within 21 days of receipt of your written application. 

PLEASE NOTE, you can check in and receive the above services at the airport during check-in process, which opens and closes:

• According to the scheduled departure time specified in the ticket, and-;
• According to the expected time of departure of the delayed flight.

Click here for details on the airport check-in opening and closing times.

In case of any comments, please use UIA online feedback form.

Departure time brought forward

In case your flight departure time is brought forward by more than five hours but less than eight hours, and you were notified of this change less than 14 days before the flight time shown in your flight ticket, you will be entitled to choose whether you would like to (1) use your original ticket, or (2) receive a ticket to an alternative flight to your final destination on similar conditions to your original ticket (as possible) at the earliest possible time, or at a later date at your convenience, all subject to availability. In case the alternative flight is scheduled to departure the next day, you will also be entitled to hotel accommodation and ground transfer to the hotel and back (if necessary), or (3) reimbursement of the full cost of the unused ticket (or its unused segment) if you refuse to continue your journey. You need to apply to the place of ticket purchasing. The reimbursement will be made within 21 days of receipt of your written application.

In case your flight departure time is brought forward by more than eight hours and you were notified of this change less than 14 days before the flight time shown in your flight ticket, you will also be entitled to a Financial Compensation, which is equivalent to:

• For flights up to 2,000 km long – 1,290 NIS.
• For flights from 2,000 km and up to 4,500 km long – 2,070 NIS.
• For flights lengthier than 4,500 km long – 3,100 NIS.

Notwithstanding the above, you will not be entitled to the above Financial Compensation in cases of (1) force majeure circumstances, or (2) a protected strike or lock-out, or (3) you were notified of this change at least 14 days before the flight time shown in your flight ticket. 

The Financial Compensation, where due, will be paid in cash, by bank transfer, or by other means expressly agreed to in writing by you, within 45 days of receipt of a written application.

PLEASE NOTE, You can check in at the airport during check-in process, which opens and closes according to the new time of flight departure.

Click here for details on the airport check-in opening and closing times.

In case of any comments, please use UIA online feedback form.

FLIGHT CANCELLATION

In case your flight was cancelled, or your flight departure time is delayed by more than eight hours, you are entitled to:

• Refreshments/meal in relation to the standby time. 
• Two free of charge telephone calls, and the option to send a fax/email.
• In case an overnight is necessary, a hotel accommodation and ground transfer to the hotel and back (if necessary).
• The option to choose to (1) receive a ticket to an alternative flight to your final destination on similar conditions to your original ticket (as possible) at the earliest possible time, or at a later date at your convenience, all subject to availability, or (2) reimbursement of the full cost of the unused ticket (or its unused segment) if you refuse to continue your journey. You need to apply to the place of ticket purchasing. The reimbursement will be made within 21 days of receipt of your written application.
• A Financial Compensation, which is equivalent to:
  • For flights up to 2,000 km long – 1,290 NIS.
  • For flights from 2,000 km and up to 4,500 km long – 2,070 NIS.
  • For flights lengthier than 4,500 km long – 3,100 NIS.
  The Financial Compensation, where due, will be paid in cash, by bank transfer, or by other means expressly agreed to in writing by you, within 45 days of receipt of a written application.

Notwithstanding the above, the above Financial Compensation may be reduced by 50 % if arrival time of alternative flight does not exceed the scheduled arrival time of the flight originally booked:

• Up to 2 hours – for flights till 2000 km
• Up to 3 hours – for flights till 4500 km
• Up to 4 hours – for flights lengthier than 4500 km.

Notwithstanding the above, the above Financial Compensation is not paid if the UIA flight cancelation is caused:

• By force majeure circumstances (not under control of UIA).
• Due to a protected strike or lock-out.
• To prevent the desecration of the Sabbath or a Jewish holiday.
• You had been informed of the cancellation:
  • At least 14 days before scheduled time of departure, or;
  • Between 7 to 14 days before the scheduled departure date and you have been offered an alternative flight allowing you to depart no more than 2 hours before the original scheduled time of departure and the arrival time to the final destination is less than 4 hours after the scheduled time of arrival, or;
  • no later than 7 days before the scheduled time of departure and you have been offered an alternative flight allowing you to depart no more than 1 hour before the original scheduled time of departure and the arrival time to the final destination is less than 2 hours after the scheduled time of arrival.

DENIED BOARDING

In case you were denied boarding, you are entitled to:

• Refreshments/meal in relation to the standby time. 
• Two free of charge telephone calls, and the option to send a fax/email.
• In case an overnight is necessary, a hotel accommodation and ground transfer to the hotel and back (if necessary).
• The option to choose to (1) receive a ticket to an alternative flight to your final destination on similar conditions to your original ticket (as possible) at the earliest possible time, or at a later date to your convenience, all subject to availability, or (2) reimbursement of the full cost of the unused ticket (or its unused segment) if you refuse to continue your journey. You need to apply to the place of ticket purchasing. The reimbursement will be made within 21 days of receipt of your written application.
• A Financial Compensation, which is equivalent to:
  • For flights up to 2,000 km long – 1,290 NIS;
  • For flights from 2,000 km and up to 4,500 km long – 2,070 NIS;
  • For flights lengthier than 4,500 km long – 3,100 NIS.
  The Financial Compensation, where due, will be paid in cash, by bank transfer, or by other means expressly agreed to in writing by you, within 45 days of receipt of a written application.

Notwithstanding the above, the above Financial Compensation may be reduced by 50% if arrival time of alternative flight does not exceed the scheduled arrival time of the flight originally booked:

• Up to 4 hours – For flights up to 2,000 km long;
• Up to 5 hours – For flights between 2,000 km and 4,500 km long;
• Up to 6 hours – For flights lengthier than 4,500 km long. 

Notwithstanding the above, you will not be entitled to any of the above if you are denied boarding for security reasons, or for reasons relating to your health or a concern of harm to flight safety, or if your travel documents are inadequate.

Despite the above reservation, in case you are denied boarding for security reasons, but you arrived to the airport at least 3 hours before the scheduled departure, you cooperated in the security check and have been found eligible to fly and your travel documents were in order, then you will be entitled to the above Financial Compensation.

DOWNGRADING CLASS OF SERVICE

In case UIA is not able to provide you with a seat in the cabin class for which your ticket was purchased and you were downgraded to a lower class, you are entitled to a Financial Compensation, according to the following:

• If you were downgraded from First Class to Business Class—60% of the affected portion of the ticket. It should be noted that currently UIA does not offer First Class flight tickets;
• If you were downgraded from Business Class to Economy Class—80% of the affected portion of the ticket;
• If you were downgraded from First Class to Economy Class—90% of the affected portion of the ticket. It should be noted that currently UIA does not offer First Class flight tickets; 
• If you were downgraded from any Class to Economy Class, on flights lengthier than 4,500 km —100% of the affected portion of the ticket;

The Financial Compensation, where due, will be paid in cash, by bank transfer, or by other means expressly agreed to in writing by you, within 21 days of the affected flight.

The above contains a summary of the rights to benefits available under the Law. The amounts listed above may change. In the event of inconsistency between any of the terms of this notification and the provisions of the Law, the provisions of the Law shall prevail.

further to the above, in case of IMPROPER TRANSPORTATION OF YOUR BAGGAGE, you are entitled to additional rights, according to UIA rules for transportation by air and handling of passengers and baggage

Checked baggage:

If upon arrival at the final destination, you have noticed any irregularity in your checked baggage transportation (delay, loss, damage or pilferage) immediately before exiting from baggage section of the airport you shall draw up a Property Irregularity Report (PIR) at Lost and Found Office. If your checked baggage has been delayed in transportation and later it has been delivered to your temporary or permanent address any irregularity shall be indicated in a baggage delivery order in presence of the courier who delivered your checked baggage.

In case if improper transportation of checked baggage, the passenger shall send to the airline a written claim and the number of PIR immediately after the reveal of damage (lack of baggage content, damage of things, etc.) but not later than within 7 days of the date of checked baggage receipt. In case of delay in transportation of baggage, a claim shall be raised by the passenger not later than within 21 calendar days since the date when the baggage was delivered to the passenger’s disposal.

The airline gives compensation in case of baggage non-arrival at destination point together with the passenger, if this destination point is not the state of passenger’s permanent residence.

In case your checked baggage is not found during 21 days period (baggage tracing can be continued on demand of a passenger), it can be regarded as lost.

In case of minor damage (dirtying, drench, cuts, tears and others) of checked baggage or its content you can provide repair or dry-cleaning of such baggage/its content by yourself and send the payment document from repair shop or dry cleaner to UIA.

Compensation that will be offered to you, may be paid by bank transfer or by other means agreed to in writing by you Please use UIA online feedback form.

Hand luggage:

The airline shall bear the responsibility for your hand luggage only if the damage was caused by its fault or the fault of its employees or handling agents. Hand luggage shall be under passenger’s control, custody and responsibility during the whole carriage.

More information can be found in "UIA Rules for transportation by air and handling of passengers and baggage" and in Contract of Carriage.

We hope this unpleasant case will not deter you from flying with UIA in the future and we will have the pleasure to welcome you on board again.

Yours sincerely, 
Ukraine International Airlines