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).
These apply when you use our website.
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.
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.
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.
These rules apply when you travel to and from Canada.
If you've been affected by flight cancellation, you may be entitled to compensation under EU legislation.
Important information regarding liability for passengers and their baggage.
Find out about airlines that are subject to an operating ban within the European Community.
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:
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":
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A “long distance transaction” originally made on ba.com can be cancelled via each of the following methods:
The cancellation notice must contain the name of the customer and the identification number.
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:
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"):
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
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 above, the following amount from us:
A. NIS 1,320, in respect of all flights of 2,000 km or less;
B. NIS 2,120 in respect of all flights between 2,000 km and 4,500 km; or
C. NIS 3,180 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.