Transavia
Notice of your rights in the event of denied boarding, flight delay or flight cancellation
For flights departing from an airport in Israel or a flight arriving at an airport in Israel, in principle the below applies:
The rights referred to in this notice apply in the following circ*mstances:
- Transavia Airlines C.V. or Transavia France S.A.S. is the flight operator;
- Flights with a flight number that starts with “HV” are operated by Transavia Airlines C.V. and flights with a flight number that starts with “TO” are operated by Transavia France S.A.S.
- Transavia Airlines C.V. and Transavia France S.A.S. are hereinafter referred to as “Transavia”.
- The rights set out in this notice relate to – and may be invoked by a passenger with regards to - the airline that operates the flight.
- You are travelling on a flight departing from an airport in Israel or a flight arriving at an airport in Israel;
- You have a confirmed reservation on the flight;
- You are fully checked-in by the time indicated on your Transavia flight ticket; or
- You are travelling on a fare available directly or indirectly to the public, or on a ticket that has been issued by virtue of membership on a program for the giving of bonuses of Transavia if any.
Cancellations and delays of 8 hours or more
In case you purchased Transavia flight tickets for flight to/from Israel, and the flight was cancelled by us you are entitled to receive refund within 21 days from the date that the passenger or the Travel Agency, as stated in section 15, has submitted a written request for a refund.
Please be advised that in case you purchased your flight ticket via a travel agency, your consideration is at the agency disposal; for any further questions, please contact your travel agency;
In case your flight ticket was purchased directly from us and you haven’t received your refund yet, this is most likely due to matters relating to lack of information concerning your bank account details; please contact us in order to complete the process via our Service Center of which the contact details can be found here.
Re-routing/reimbursem*nt
If you were denied boarding or your flight is cancelled or delayed at least 8 hours, you may choose between:
- re routing, under comparable transport conditions, to your final destination at the earliest opportunity; or
- reimbursem*nt in the amount paid for the flight ticket, including fees, levies, taxes and other obligatory payments within 21 days of receipt of written application
In case of a flight ticket with a connecting flight, operated by the same airline, if your flight is delayed by at least five hours and you choose not to travel, you are entitled to receive reimbursem*nt as set out in point (a) above, together with, when relevant, a return flight to the first point of departure.
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 reimbursem*nt or rerouting. However, if the flight's delay is due to a protected strike, you will only be entitled to reimbursem*nt; and a) and b) below.
Assistance
In addition, you will receive free of charge:
- food and drinks in accordance to the waiting time ("Food and Drink");
- hotel accommodation in cases where an overnight stay or a stay in addition to that which you originally intended becomes necessary, including transport ("Accommodation Services" and "Travel Services"); and
- 2 telephone calls, fax messages or e-mails ("Communication Services").
Where it is not feasible for Transavia to arrange the assistance set out above, Transavia will reimburse you for your reasonable receipted expenses upon application to Transavia’s Service Center which contact details can be found here.
Compensation
Monetary compensation for a cancellation or delay greater than 8 hours is not payable if the cancellation is brought to your attention:
- 14 days or more before the scheduled time of departure;
- Between 7 and 14 days before the scheduled time of departure and you were offered re-routing with a departure no more than 2 hours before the scheduled time of departure and an arrival at your final destination less than 4 hours after the scheduled time of arrival; or
- Less than 7 days before the scheduled time of departure and you were offered re-routing with a departure no more than 1 hour before the scheduled time of departure and an arrival at your final destination less than 2 hours after the scheduled time of arrival.
The above 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.
Monetary compensation is also not due if:
- The cancellation is due to extraordinary circ*mstances which were not under Transavia’s control even if Transavia had done whatever was under its control;
- The flight was cancelled due to strike or a protected work-by-rule strike;
- The flight has been cancelled in order to prevent the desecration of the Sabbath or a Jewish holiday.
The compensation amounts are as follows:
- A For flights up to 2000 km NIS 1,440
- B For flights of 2,000 km - 4,500 km NIS 2,310
- C For flights of over 4,500 km NIS 3,460
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 4 hours (flights falling under A), 5 hours (flights falling under B) or 6 hours (flights falling under C).
Compensation, if due, will be made within 45 days of receipt of a written request via the contact form on the website. Compensation will be made by bank transfer or check, or by other means as agreed to in writing by the passenger.
Delays between 2 and 8 hours
The assistance as described in this section is provided in the event that a flight time of departure is delayed by at least 2 hours and less than 8 hours from the scheduled departure.
If Transavia expects a flight to be delayed by at least 2 hours you will be offered free of charge:
- Food and Drink;
- Communication Services.
If Transavia expects a flight to be delayed by 5 hours and less than 8 hours, you will also be offered free of charge, if applicable:
- Accommodation Service
- Travel Services.
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 reimbursem*nt or a replacement flight ticket. However, if the flight's delay is due to a protected strike, you will only be entitled to reimbursem*nt; Food and Drink and Communication Services.
Denied boarding
Transavia, as a policy, does not overbook its flights. However, 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 chapter, unless your boarding has been denied in circ*mstances where there are reasonable grounds to deny boarding such as reasons of health, safety, security or inadequate travel documentation.
Right to reimbursem*nt and re-routing and right to care
You may choose between:
- A replacement flight ticket to your final destination, under as similar conditions as possible to the conditions of the original flight ticket and at the earliest time possible or at a later date in coordination with you, subject to availability of seats; or
- Reimbursem*nt of consideration in the amount paid for the flight ticket, including fees, levies, taxes and other obligatory payments.
Right to Care: in addition, you will receive free of charge:
- Food and drink in accordance with the waiting time;
- Accommodation and travel services; and
- Communication services.
Where it is not feasible for Transavia to arrange the assistance set out above, Transavia will reimburse you for your reasonable receipted expenses upon application to: Transavia’s Service Center which contact details can be found here.
Denied boarding compensation
Subject to the conditions noted above, if you have been denied boarding against your will, you will be entitled to compensation as follows:
- A For flights up to 2000 km: NIS 1,440
- B For flights of 2,000 km - 4,500 km: NIS 2,310
- C For flights of over 4,500 km: NIS 3,460
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 4 hours (flights falling under A), 5 hours (flights falling under B) or 6 hours (flights falling under C).
This Notice is a notice under Israel’s Aviation Services Law (Compensation and Assistance for Flight Cancellations and Changes in Conditions), 5772-2012 (the "ASL")
Nothing herein derogates from or adds to the rights and duties of a passenger under the ASL. Any legal claim or action taken in the event of a dispute should be based solely on the legal text of the ASL.
A flight that has been brought forward
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 reimbursem*nt in the amount paid for the flight ticket, or alternative flight ticket, according to the passenger choice.
If your flight has been brought forward for more than 8 hours, and you had been notified less than 14 days before the departure date, you are entitled for 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.
