Legal information

General Conditions of Carriage

When you buy a ticket to travel on a flight we (or one of our franchisees) operate, you enter into a contract of carriage with us (or with our franchisee).

Website terms and conditions

These apply when you use our website.

Privacy Policy

We ensure the privacy of the data you give us whilst making a booking and you can find out what, why and how we use this information.

Use of cookies

We use cookie information to give you relevant information when you use ba.com.  This policy will tell you how British Airways and our online partners use cookies.

Website security policy

Website security is important and we ensure the security of your credit card details and other personal information when you deal with us.  This includes an explanation of "phishing" and what details we will ask you for relating to your booking.

Our Commitment – Canada Air Passenger Protection Regulations (APPR)

For travel to and from Canada.

If you are denied boarding, your flight is cancelled or delayed for at least two hours, or your baggage is lost or damaged, you may be entitled to certain standards of treatment and compensation under the Air Passenger Protection Regulations. For more information about your passenger rights please contact your air carrier or visit the Canadian Transportation Agency’s website.

International Passenger Rules Tariff

These rules apply when you travel to and from Canada.

Your rights for denied boarding, downgrading cancellation or long delay

If you’ve been affected by denied boarding, downgrading, flight cancellation or long delay, you may be entitled to compensation under UK and/or EU legislation.

Air carrier liability

Important information regarding liability for passengers and their baggage.

EU list of banned/restricted airlines

Find out about airlines that are subject to an operating ban within the European Community.

Passenger notices

Passenger baggage must not contain any articles or substances that may present a danger during transport, including those outlined. 

Package bookings Terms and Conditions

If you have booked a flight + hotel or flight + car package, these terms and conditions will apply.

Global service fees

If you need to make a change to your booking, cancel your flight or buy new tickets then you may have to pay a service fee.

Israel’s Consumer Protection Law

According to Israeli Consumer Protection Law 5741-1981 (“CPL”), any "long-distance sales transaction" (according to the definition of this term under the CPL) can be canceled:

• Within fourteen (14) days of the date of the transaction, or the date of receipt of the transaction’s summary document (as required under the CPL); and
• No less than seven (7) days, not being days of rest, prior to the departure date of the first flight on your itinerary.

Subject to the provisions of the CPL, if you are a consumer in Israel who is “disabled”, a “senior citizen” or a “new immigrant” (as defined under the CPL), you can cancel a "long-distance sales transaction":

• Within four (4) months of the date of the transaction, or the date of receipt of the transaction’s summary document (as required under the CPL); and
• No less than seven (7) days, not being days of rest, prior to the departure date of the first flight on your itinerary.

This applies solely to transactions which include a conversation between you and the seller (including a conversation by means of electronic communication). Kindly note that we are entitled to request documentation to verify this.

When a cancellation is made pursuant to the provisions of the CPL as stipulated above, the cancellation fee shall be equal to the lesser of 5% of the price and NIS 100, per passenger.

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.

A “long distance transaction” originally made on ba.com can be cancelled via each of the following methods:

• Verbally, through our customer service center on the telephone number: 1809344536 (toll free),
• By email to: israel_customer@ba.com, or
• By registered mail to the address: Regus c/o British Airways, 7 Sapir St, Herzeliya 4685211, Israel

The cancellation notice must contain the name of the customer and the identification number.

Israel's Aviation Service Law

This notice contains important information about your rights under Israel’s Aviation Services Law (Compensation and Assistance for Flight Cancellations and Changes in Conditions), 5772-2012 (the "ASL"). The rights referred to in this notice apply in the following circumstances:

You have a confirmed reservation on a flight operated by the Airline (as defined in the ASL) purchased at a fare available directly or indirectly to the general public; and

Except in the case where your flight has been cancelled, you have presented yourself for check-in before the check-in deadline specified by us in our Conditions of Carriage or related regulations; and

You are traveling on a flight departing from an airport in Israel or a flight arriving at an airport in Israel (unless it is evident that you received benefits or compensation and were given assistance in another country and that those benefits, compensation and assistance directly correspond to your entitlement under the ASL); and

You have not been denied boarding by reason of a matter set out in our Conditions of Carriage or related regulations; and

You have been denied boarding involuntarily or your flight is delayed by more than two hours beyond its scheduled departure time or cancelled.

DENIED BOARDING

In the unlikely event that a seat is not available for a passenger with a confirmed reservation, we will seek volunteers to surrender their seats in exchange for benefits that we and the volunteer may agree upon before involuntarily denying boarding to other passengers. If there are insufficient volunteers and we deny you boarding involuntarily, you are entitled to the relevant rights set out in this notice (the same rights as in the event of flight cancelation), unless your boarding has been denied in circumstances where there are reasonable grounds to deny boarding such as health, safety, security or inadequate travel documentation.

However, if you are involuntarily denied boarding, and you accept an alternative flight, the Airline is entitled to reduce the compensation below by 50% provided that the delay to the landing time at the final destination compared with the original landing time does not exceed the scheduled arrival time of the original landing time, as follows:

A) Up to 4 hours in respect of all flights of 2,000 km;

B) Up to 5 hours in respect of all flights between 2,000 km and 4,500 km; and

C) Up to 6 hours in respect of all flights over 4,500 km.

FLIGHT DELAY BETWEEN 2 AND 8 HOURS

If your flight has been delayed for two hours or more, but less than 8 hours beyond its scheduled time of departure, you are entitled to the relevant rights set out in paragraph 3 of this notice.

FLIGHT CANCELLATION AND DELAYS BY MORE THAN 8 HOURS

If your flight is cancelled, was brought forward, or delayed by more than 8 hours, you are entitled to the rights set out below (see paragraphs 1; 2; and 3). As regards your right to compensation, please note that the Airline is entitled to refuse compensation when (the "Exemptions"):

You are informed of the cancellation at least two weeks before the scheduled time of departure; or

You are informed of the cancellation between two weeks and seven days before the scheduled time of departure and are offered re-routing, allowing you to depart no more than two hours before the scheduled time of departure and reach your final destination less than four hours after the scheduled time of arrival; or

You are informed of the cancellation less than seven days before the scheduled time of departure and are offered re-routing, allowing you to depart no more than one hour before the scheduled time of departure and to reach your final destination less than two hours after the scheduled time of arrival; or

The cancellation is due to extraordinary circumstances which were not under the Airline's control even if the Airline had done whatever was under its control; the flight was cancelled due to strike or a protected work-by-rule strike; or

The flight has been cancelled in order to prevent the desecration of the Sabbath or a Jewish holiday.

The aforementioned provisions do not apply if you refuse to fly on the alternative flight because the alternative flight was not offered to your travel companion(s) or for reasons of security, religion or medical limitations.

1. RIGHT TO COMPENSATION

For any flights after 1 January 2025, if you are involuntarily denied boarding or your flight is cancelled or delayed by 8 or more hours with respect to the scheduled departure time, you are entitled to receive, subject to the Exemptions provided hereinabove, the following amount from us:

A. NIS 1,490 in respect of all flights of 2,000 km or less; or

B. NIS 2,390 in respect of all flights between 2,000 km and 4,500 km; or

C. NIS 3,580 in respect of all flights over 4,500 km.

For any flights prior to 1 January 2025, the following amounts apply:

A. NIS 1,440 in respect of all flights of 2,000 km or less; or

B. NIS 2, 310 in respect of all flights between 2,000 km and 4,500 km; or

C. NIS 3, 460 in respect of all flights over 4,500 km.

The foregoing compensation will be reduced by 50% provided that the delay in the landing time at the final destination compared with the original landing time does not exceed the scheduled arrival time of the flight originally booked by 2 hours (flights falling under A), 3 hours (flights falling under B) or 4 hours (flights falling under C).

Compensation, if due, will be made within 45 days of receipt of a written request to the Customer Services team at Legal.TLV@ba.com. Compensation will be made by bank transfer or cheque, or by other means as agreed to in writing by the passenger.

2. RIGHT TO REIMBURSEMENT OR RE-ROUTING

If you were denied boarding or your flight is cancelled or delayed at least 8 hours, you may choose between:

a)    Reimbursement in the amount paid for the flight ticket, including fees, levies, taxes and other obligatory payments within 21 days of receipt of written application; or

b)    Re-routing, under comparable transport conditions, to your final destination at the earliest opportunity; or

c)    Re-routing, under comparable transport conditions, to your final destination at a later date at your convenience, subject to availability of seats.

If your flight is delayed by at least five hours and you elect not to travel, you are entitled to receive reimbursement as set out in point 2(a) above, together with, when relevant, a return flight to the first point of departure, at the earliest opportunity.

If you do not wish to continue with your initial travel plans when there is a delay of at least 5 hours, you may choose reimbursement or rerouting. However, if the flight's delay is due to a protected strike, you will only be entitled to reimbursement; and 3a) and 3b) below. Where it is not feasible for the Airline to arrange the care set out below, it will reimburse you for your reasonable receipted expenses upon application to the Airline Customer Services Dept.

Reimbursement in the amount paid for the Flight Ticket (as defined in the ASL), including fees, levies, taxes and other obligatory payments will be made within 21 days of receipt of written application.

3. RIGHT TO CARE

The assistance described in this section is provided in the event that a flight time of departure is delayed by at least two hours from the scheduled departure.

If your flight has been delayed by at least 2 hours you will be offered free of charge:

a) meals and refreshment vouchers in reasonable relation to the waiting time, as long as it will not further delay the departure of the aircraft; and

b) two telephone calls, telex or fax messages or e-mails;

If your flight has been delayed by 5 hours and less than 8 hours, you will also be offered free of charge, if applicable:

c) hotel accommodation in cases where a stay of one or more nights becomes necessary, or where a stay additional to that intended by you becomes necessary; and

d) transport between the airport and place of accommodation (hotel or other).

If your flight has been brought forward at least 5 hours and less than 8 hours, and you had been notified by the flight operator, organizer, or travel agency less than 14 days before the departure date, you will be entitled to reimbursement of the amount paid for the flight ticket, or alternative flight ticket, based on your choice.

If your flight has been brought forward more than 8 hours, and you had been notified less than 14 days before the departure date, you are entitled for Statutory compensation as stated in Article 1, (subject to the Exemptions provided hereinabove) and refund of consideration or an alternative flight ticket, according to the passenger’ choice.

Notice 

In the event that you do not use your outbound flight you may be entitled to use your return flight, upon request, subject to the terms set out in our General Conditions of Carriage. In case you do not travel on your flight, please contact us to check your eligibility for a refund of any refundable fare or taxes.