Consumer Protection Law – Cancellation Notice
According to the Israeli Consumer Protection Law (“CPL”), 5741-1981, the general rule is that any transaction carried out in a "long‑distance sales transaction" (according to the definition of this term under the Israeli CPL) can be cancelled within fourteen (14) days of the date of the transaction, or as of the date of receiving the transactions’ summary document required under the CPL (the later), subject to the cancellation being made at least seven (7) days, not being days of rest, prior to the departure date of the first flight on your itinerary. Below are details summarizing the cancellation and refund rights under the CPL, and the means for submitting a cancellation notice:
1.1. Please note that you may be entitled to cancel your flight booking if it fits one of the following criteria:
a) In long-distance sales transaction (including by phone, on-line, without the presence of the parties) the consumer is entitled to cancel the transaction within 14 days from the date of the transaction or from the date consumer receives a transactions’ summary document required under the CPL, whichever is the later, subject to the cancellation being made at least 7 days, not being days of rest, before the commencement of service.
b) New immigrants, senior citizens, and persons with disabilities (as these terms are defined under the Israeli CPL) are entitled to cancel a long-distance sales transaction within four months from the date of transaction or from the date consumer receives a document approving the purchase, whichever is the later, subject to the cancellation being made at least 7 days, not being days of rest, before the commencement of service. The above applies solely in transactions that included a conversation between yourself and the seller (including a conversation by means of electronic communication).
c) A senior citizen as defined by the CPL - a person who has attained the age of 65; A new immigrant as defined by the CPL - a person residing in Israel during the first five-year period after having received an immigration visa or eligibility certificate; A disabled person as defined by the CPL - a person with disabilities in accordance with the Law for Equal Rights for Person with Disabilities.
Kindly note that under the CPL we are entitled to demand documentation verifying your status qualifies as being included in any of the definitions specified above.
1.2. When a cancellation is being made according to the provisions of the CPL as stipulated above, the cancellation fee per each ticket shall be equal to the lesser between NIS 100 and 5% of the consideration paid.
1.3. When a cancellation under the provisions of the CPL is a result of non‑conformance, failure to provide the service at the scheduled date or due to any other alleged breach of contract – you will be entitled to receive a full refund within 14 days from the cancellation notice and the cancellation fee set under the Israeli CPL shall not be charged.
2. In all other cases, unless explicitly forbidden under applicable law, the person making the reservation will be charged according to PLL LOT S.A.’s cancellation policy, subject to ticket conditions.
3. This is to clarify that unless explicitly specified otherwise by the person submitting the cancellation notice, the cancellation shall automatically apply to all passengers on the same reservation. Customers interested in canceling the transaction only for a certain number of passengers listed on the same reservation should contact the party from whom the ticket was purchased and advise accordingly before submitting a cancellation notice.
4. The cancellation applies to all flights and services in the reservation. Customers who do not agree to this should contact the party from whom the ticket was purchased and advise accordingly before submitting a cancellation notice.
5. The refund will be made through the same form of payment that was used for making the transaction (usually the same credit card), within 14 days, in accordance with the applicable law.
6.1. A “long–distance sale transaction” can be cancelled through each of the following methods:
a) Through the link on PLL LOT S.A. website;
b) Orally, through PLL LOT S.A. Contact Centre, at the telephone number: +48 225777755 or +48 224917755;
c) By email: kontakt@lot.pl;
d) By registered mail to the following address:
Polskie Linie Lotnicze “LOT” S.A.
Komitetu Obrony Robotników 43
02-146 Warsaw
Poland
Or
Polskie Linie Lotnicze “LOT” S.A.
c/o Open Sky Ltd.
25, Ben Yehuda st.
Tel Aviv 6380602
Israel.
6.2. The cancellation notice must contain the consumer’s full name and identity card number. In order to assist us with locating your reservation and handling your cancellation request, please also provide us with the details regarding your reservation number, ticket number, flight number and date, and your phone number.
7. If you purchased your ticket via a travel agent and you wish to submit a refund request, please submit your refund request with the travel agent from whom the ticket was purchased to allow the most efficient treatment of your refund request.