TEL AVIV (VINnews) — El Al released a video statement on Wednesday, apologizing to its North American customers, acknowledging that its customer service has been “unacceptable.”
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The apology comes after travelers expressed frustration over flight cancellations related to the ongoing conflict in the region. Many passengers who had booked tickets prior to the outbreak of hostilities were left without clear information and struggled to get assistance from the airline. Complaints included long waits on hold, conflicting guidance from representatives, and difficulty obtaining refunds or rebooking options.
In its statement, El Al said it recognizes the challenges faced by affected passengers and is working to improve communication, enhance support services, and provide timely updates. The airline emphasized that it is reviewing its staffing and operational systems to better manage disruptions caused by emergencies in the future.
Alon Lavi, our Director of the Operations at the Control Center with a message to all of EL AL’s Northern American customers. pic.twitter.com/a6jkJ5RTcC
— EL AL USA (@ELALUSA) March 11, 2026
People! What entitled immature comments! It’s a war! It’s not personal to you ! Change your plans and daven! This company is doing its best. Do you think they’re dropping flights and all this as policy? Feh! For information sake posting that flights are nigh impossible now is legit – but these people shreiing against this amazing airline coping with and impossible situation is shameless
ElAl took the brunt of all the cockamami governmental decisions as to maximum number of passengers and then its reversals. ElAl is a top airline and will always be my airline of choice.
War time!!!
With the utmost respect, and I apologize in advance from my crude insensitivity, but this video looks more forced than the Hamas hostage propaganda videos filmed in the tunnels under Gaza.
But for their all time poor service they don’t apologize
they need to prioritize rabbanim
If you can’t fly don’t fly. But leading on and torturing the people mercilessly like this is absurd. If you can’t answer the phone then don’t be in business