How to claim flight compensation by yourself – step by step

1. What the law says

Israeli law (the Aviation Services Law) applies to flights departing Israel on any airline, and to flights landing in Israel on Israeli airlines. Cash compensation is mainly due when a flight is cancelled with less than 14 days' notice, or delayed by 8 hours or more (such a delay counts as a cancellation).

If you were offered an alternative flight that arrived close to the original time, compensation may be halved. On top of compensation, you're entitled to a full refund or an alternative flight, as you choose, and to care while you wait (food, drink, and if needed a hotel and transfers).

The EU regulation (EU261) and the UK rules (UK261) apply to flights departing Europe or the UK, and to flights on European airlines landing there. Here compensation (€250–600, or £220–520) is due once you arrive 3 or more hours late.

When there's no cash compensation: when the cancellation or delay was caused by extraordinary circumstances outside the airline's control – such as extreme weather, the security situation or an airspace closure. Even then, your right to a refund or an alternative flight remains. A technical fault with the aircraft usually does not exempt the airline. Note: during wartime, the Knesset has at times suspended some of these rights for flights on specific dates.

2. Which documents to keep

Tip: on the same day, write down exactly what you were told at the desk, and by whom. Details like these are quickly forgotten.

3. How to claim from the airline

1. Claim in writing only – using the claim form on the airline's website, or by email to customer service. Some airlines (low-cost carriers in particular) only accept claims through their own form. Here are direct links to the claim pages of airlines flying to and from Israel.
2. Keep proof – the case number, a screenshot of the submitted form, and the date you sent it.
3. Ask for money, not a voucher – the law gives compensation in money. You don't have to accept a voucher or "points" instead.
4. Wait for the legal deadline – under Israeli law, compensation should be paid within 45 days of your written claim, and a ticket refund within 21 days.

Sample letter (copy it and fill in the details):

4. What to do if they don't pay

5. The difficulties of claiming alone

Claiming by yourself is entirely possible, and when the case is clear and the airline cooperates, it works. But it helps to know the common obstacles:

• An almost automatic first rejection. Many airlines reject the first claim citing "extraordinary circumstances", even when the argument is weak, hoping the passenger will give up.
• A voucher instead of money. Some airlines offer a voucher, worth less and with an expiry date.
• Time and patience. Repeated correspondence, waiting for answers, forms, and call centres that are hard to reach.
• The burden of proof. You need to know which documents to present and how to answer the airline's arguments – for example, telling a "technical fault" (usually no exemption) apart from "weather".
• Going to court. In small claims you file the claim and appear at the hearing yourself – usually a whole working day. Under EU261 you may need to sue abroad.
• Families and groups. On a family trip you need to claim for each passenger separately, and make sure no one is left out.

6. When a professional service is worth it

Passenger-rights companies handle the claim from start to finish. The advantages:

• Nothing to pay upfront. Most work on a "no win, no fee" basis: if no compensation is obtained, you pay them nothing.
• Experience with airlines. They know the case law and the airlines' usual arguments, and know when an "extraordinary circumstances" defence won't hold.
• Legal action at their expense. If a lawsuit is needed, they file it – even in a court abroad – and cover the legal costs.
• Saves time and hassle. You give your details once, and they handle all the correspondence.

The cost: these companies take a percentage of the compensation obtained. For example, AirHelp publishes a fee of 35% of the compensation, plus 15% if legal action is needed (up to 50% in total). If you claim successfully by yourself, you keep the full amount.

Note: most international claims services mainly handle claims under the EU and UK rules. For claims under Israeli law only, the usual route is to claim directly from the airline and, if needed, file a small claim – or go to a lawyer.