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My name is Jacob Felder and I am writing regarding a recent El Al flight I took with my wife and two children from Boston to Tel Aviv. We fly frequently and we're excited to make use of El Al's recent Boston flight, hoping to make this new route a regular part of our travel itineraries.
Our flight was originally scheduled for Sunday, October 8, Flight 016 from Boston direct to Tel Aviv. We arrived at the airport without any notifications or warnings there would be any problem.
We boarded the flight without any problems, but waited an hour before taking off. Shortly after take-off the pilot informed everyone that we would be turning around and returning to Boston. We were given no information or instructions what was happening and then, very late at night with a toddler and infant, had to wait with the other passengers without any instructions. Our compensation were vouchers to be used in the airport, which were for restaurants not even open that late.
I really commend the pilots for realizing there was a safety issue, and completely understand that these incidents happen. However, the El Al staff had complete control and responsibility over the response during and after the incident. This response was not at all at par with the airline's customer service reputation or guidelines, nor of that of any other major international airlines. We were appalled at how we were waiting, very late into the night, without any details or information or relevant accommodations being made. This was also two days before a Jewish holiday, and thus made the travel changes even more extreme due to the urgency of getting to Tel Aviv.
As I mentioned, we are a young family who travels often, and we're really excited about this new route which we could utilize for our frequent flights between Boston and Tel Aviv. Given this negative customer service experience, we are hesitant to book another flight with El Al. I am writing to ask if you could offer any compensation which could help with this past negative experience and provide a new future opportunity to fly with your airline. Any kind of customer service voucher or incentive would be very much appreciated.
Thank you very much, I really appreciate your help and hope to hear from you soon.
Sincerely,
Jacob Felder
[email protected]
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