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++   Hamburg – Tel Aviv – Hamburg    +++   NON STOP in 4,5 h    +++  Frequent Traveller Booklet    +++   Economy & Economy Premium    +

Frequently Asked Questions

Baggage

Fares

Services

Booking

General

Baggage

What do I need to know when checking in for a flight with Tel Aviv Air?

If you wish to check in for a flight with Tel Aviv Air, the lithium battery must be removed before check-in and carried in the cabin in your hand luggage. Even if the baggage is to be carried in the cabin, the lithium battery must be removed before departure. Smart Baggage with a permanently installed battery can unfortunately not be carried and is prohibited on board.

I have already booked my Tel Aviv Air flight. How can I book additional baggage?

You can add an additional piece of baggage to your booking at any time via our website or reservation@tlv-air.com.

How much luggage can I take with me in each fare?

Simple, lowest fare with 1x 8 kg hand baggage, without checked baggage. Rebooking, cancellation and refund not possible.
Basic, with 1x 8kg hand baggage and 1x 23 kg checked baggage. Rebooking, cancellati-on and refund not possible.
Flex, full flexibility with 1x 8 kg hand baggage and 1x 23 kg checked baggage. Reboo-king and cancellation permitted for a fee.
Economy Premium, full flexibility with 1x 8 kg hand baggage and 2x checked baggage of 23 kg each. Additional middle seat is always free (guaranteed). Rebooking is free of charge and cancellation is permitted for a fee.

Are there any restrictions regarding size, weight and number of hand luggage?

Each passenger is allowed one piece of hand luggage up to 8 kg and with maximum dimensions of 55 x 40 x 23 cm. On fully booked flights, we may ask you to check in your hand baggage. This is free of charge if the regulations for hand baggage are met.

Are there any restrictions on the number and weight of bags on Tel Aviv Air?

Each passenger can check in up to 2 pieces of luggage, each not exceeding 32 kg. Please see our baggage policy

Can I add services to my Tel Aviv Air booking at a later date?

You can edit your booking by phone or at our airport counter until the web check-in closes before departure and add the following extra services:

  • Baggage, excess baggage and special baggage (golf equipment, bicycles, sports equipment: surfboards, skis, snowboards, bodyboards, diving equipment, sailing or hang gliders).
  • Transport of pets
  • Seat reservation
  • Assistance with boarding and disembarking for deaf passengers, passengers with visual or walking impairments
  • Transport of a wheelchair to the aircraft
  • Assistance for passengers with walking disabilities from check-in to the aircraft incl. assistance at the aircraft stairs Train connections to the airport

Please understand that we cannot transport an unlimited number of items of special luggage for reasons of space. Once our quota has been used up, you will therefore no longer be able to select this service.

What items am I allowed to carry in my luggage and what is prohibited?

For security reasons, your baggage must meet certain requirements and restrictions. Special measures and regulations must also be observed. You will find further information in the AGB’s (General Terms and Conditions).
Information on dangerous goods (e.g. electronic devices with lithium batteries, e-cigarettes) and their transport can be found here. If your device/item is not listed, please send us your application/question by e-mail.
Information on lithium-ion batteries for wheelchairs and other mobility aids can be found here in the sub-item “Passengers with wheelchairs“.

How can I transport bulky items on Tel Aviv Air?

If your baggage cannot be transported in compact containers, it will be checked in as bulky baggage. As long as it does not exceed 23 kg, it will be treated as normal baggage. Thus, only the normal surcharge will be charged for each piece of baggage. You can take a maximum of 5 pieces of luggage weighing 32 kg per person. If the weight of your bulky baggage exceeds the 23 kg mark, an additional charge will be made. Please note that special regulations apply for sports baggage, wheelchairs or prams. For more information click here.

 

 

Can I take musical instruments into the cabin?

Yes, musical instruments can be carried as hand baggage if they do not exceed the dimensions of 55 x 40 x 23 cm. The following musical instruments can be taken on board as hand luggage, even if they slightly exceed the maximum size: Clarinets, flutes, French horns, oboes, violins, trumpets. Musical instruments (e.g. guitars) in a soft case can only be carried in the cabin on an extra seat.

How long before departure can I book an extra seat for my musical instrument?

You can book an extra seat by calling our service on the same day up to 24 hours before departure, subject to availability. Please note that the booking for the extra seat to carry cabin baggage can only be made through our Tel Aviv Air Counter at the airport.

How much does the carriage of bulky musical instruments cost?

The carriage of larger musical instruments is charged as excess baggage. Please refer to the fee schedule to find out the amount of the surcharge. Please note that we do not accept unaccompanied baggage.

How long on the day of departure can I still register bulky baggage / sports baggage?

You can register or re-register larger sports equipment such as bicycles (exception: e-bikes), skis or surfboards online until check-in closes prior to departure – reservation@tlv-air.com – but only as long as the aircraft has sufficient storage space.

 

Can I take a sporting weapon with me?

Yes, sporting weapons must be registered, fully documented and dismantled. In addition, they are transported separately in the cargo hold. You can register your sports weapon here: reservation@tlv-air.com. Online reservation is not possible!

Can I have my bicycle transported?

Yes. However, bicycles must be registered due to available capacity. Bicycles can be transported if they are packed in a transport case or transport bags specially designed for bicycle transport. The handlebars must be aligned parallel to the frame, pedals and other protruding parts must be removed and the air pressure in the tyres must be reduced. E-bikes are not accepted due to their battery drive.

Bodyboards and surfboards

Bodyboards and surfboards can be transported in a protective bag.

 

Am I entitled to compensation if my baggage is stolen or damaged in the cargo hold on a Tel Aviv Air flight?

If your hand luggage stowed in the hold of the aircraft has been stolen or damaged, please report the incident to our handling agents (AHS / Laufer) for baggage tracing upon arrival. Unfortunately, we cannot provide compensation for the loss of valuables such as jewellery or laptops. We recommend that you always remove such items from your baggage before checking it in for transport in the hold.

 

What items am I not allowed to take on board?

Here you can find an overview of the prohibited items.

Does Tel Aviv Air provide child seats?

Tel Aviv Air does not provide child seats.
Passengers may bring their own child seat for the baby, provided it is certified for the flight and a certificate is attached to the child seat. The child seat can be attached to the middle seat, which has been previously purchased by the passenger at a regular available rate and subject to availability.

 

Fares

Which fares can I book with Tel Aviv Air?
  • Simple, lowest fare with 1x 8 kg hand baggage, without checked baggage. Rebooking, cancellation and refund not possible.
  • Basic, with 1x 8 kg hand baggage and 1x 23 kg checked baggage. Rebooking, cancellation and refund not possible.
  • Flex, full flexibility with 1x 8 kg hand baggage and 1x 23 kg checked baggage. Rebooking and cancellation permitted for a fee.
  • Economy Premium, full flexibility with 1x 8 kg hand baggage and 2x checked baggage of 23 kg each. Additional middle seat is always free (guaranteed). Rebooking is free of charge and cancellation is permitted for a fee.

We recommend the Flex fare as standard. It is inexpensive, can be rebooked and adapts to your travel dates.
Further information here.

How can I upgrade to Economy Premium Class?

If you have booked your flight directly through us or our website, then you can log in to “my bookings and book your upgrade to our Economy Premium when it is available.
An upgrade to Economy Premium class is only possible from Flex (M class) and costs 125€ per direction / person, plus the fare difference.

 

 

 

 

 

 

Does Tel Aviv Air have a frequent flyer programme?

Yes, we offer our frequent flyer guests a booklet with min. 6 tickets (return) at attractive conditions. More information about FQTL Please feel free to contact us at reservation@tlv-air.com.

Services

How much does a seat reservation cost?

In economy class, a regular seat reservation costs 25€ per direction up to 72 hours be-fore departure. Book your seat – “My bookings
For guests in Economy Premium, seat reservation incl. middle seat is of course free of charge.

 

 

 

 

 

Can severely disabled guests book a free seat reservation?

We can book seats in certain rows for severely disabled (upon presentation of the severely disabled ID card) guests, guests in wheelchairs and unaccompanied children free of charge subject to availability. If you would like to book a wheelchair, please feel free to email us, at reservation@tlv-air.com or fill out our contact form.

Can I book an extra seat in economy class?

You can already book extra seats during your booking, for more comfort and at a regular available fare.

Book an extra seat now (LINK) > new page My bookings

 

Can I reserve an emergency exit seat?

Yes, you can add emergency exit seats to your flight for a fee of 40 € per direction and per seat (if available). 
Please note the following information regarding emergency exit seats – Some people are not allowed to sit at the emergency exit due to safety regulations of the authorities prohibit this.

This applies to:

  • Babies and children under 14 years of age
  • Persons travelling with children under 14 years of age and babies
  • People carrying animals in the cabin
  • Expectant mothers
  • Physically and/or mentally handicapped persons
  • Persons with limited mobility due to their physical size, illness or age
  • Persons who speak neither German nor English

In addition, you must be prepared to assist the boarding personnel in case of emergency.
Our check-in agents as well as the boarding staff are obliged to check your details for security reasons. Our partner Enter Air reserves the right to move you during the flight if necessary.

 

Do I have to register my pet for carriage in the cabin?

Yes, we require a written registration for the carriage of your pet.

Tel Aviv Air Ltd.
Airport Hamburg Terminal 1
Flughafenstraße 1-3
22335 Hamburg
E-Mail: reservation@tlv-air.com

How many pets can I take in the cabin?

One pet per passenger is accepted in the cabin, subject to available capacity. In addition, only one pet per cage may be transported at a time. More information you find here.

Booking

Can I cancel my booking online?

You cannot cancel your booking online.
If you have booked through www.tlv-air.com, please contact us in writing, reservation@tlv-air.com.
If you have not booked through www.tlv-air.com but through our partners, e.g. a travel agency or tour operator, then please contact your provider.

Can I manage my booking myself?

Via My Booking you can view your current booking or book and manage additional services.
From 24 hours before departure, you can also check in conveniently online.
You can only manage your bookings if you have made them directly through Tel Aviv Air (www.tlv-air.com). Otherwise, please contact your tour operator or travel agent.

Which fares can I book with Tel Aviv Air?

Simple, lowest fare with 1x 8 kg hand baggage, without checked baggage. Rebooking, cancellation and refund not possible.
Basic, with 1x 8kg hand baggage and 1x 23 kg checked baggage. Rebooking, cancellation and refund not possible.
Flex, full flexibility with 1x 8 kg hand baggage and 1x 23 kg checked baggage. Rebooking and cancellation permitted for a fee.
Economy Premium, full flexibility with 1x 8 kg hand baggage and 2x checked baggage of 23 kg each. Additional middle seat is always free (guaranteed). Rebooking is free of charge and cancellation is permitted for a fee.
We recommend the Flex fare as standard. It is inexpensive, can be rebooked and adapts to your travel dates.
Further information here to the Tel Aviv Air fare overview

How can I manage / change my booking?

If you have booked via www.tlv-air.com, please log in via “my bookings” and change your booking on your own.

Does Tel Aviv Air have a frequent flyer programme?

Yes, we offer our frequent flyer guests a booklet with min. 6 tickets (return) at attractive conditions. More information about FQTL Please feel free to contact us at reservation@tlv-air.com.

How much does a flight rebooking with Tel Aviv Air cost?

IIf your flight is affected by the restriction due to the current situation, you can rebook it free of charge via us (reservation@tlv-air.com). Current information for travelers at the Federal Ministry of Health

Rebooking (without Corona restriction) will incur fees depending on the fare booked. The following Tel Aviv Air booking conditions apply

How do I rebook my flight?

You can log in to “my booking” and change your flight. You are also welcome to email us at reservation@tlv-air.com.
If you booked your flight through another sales channel, please contact your tour operator, travel agent or online travel agency (OTA).

How often can I rebook my flight with Tel Aviv Air?

Provided you have selected a rebookable fare, you may rebook your flight with us as often as you wish, subject to a fee if applicable.
The booking conditions of Tel Aviv Air apply

What fares can I book with Tel Aviv Air?

Simple, lowest fare with 1x 8 kg hand luggage, without checked baggage. . Rebooking and refund not possible.
Basic, with 1x 8 kg hand baggage and 1x 23 kg checked baggage. Rebooking and refund not possible.
Flex, full flexibility with 1x 8 kg hand baggage and 1x 23 kg checked baggage. Rebooking and refund possible for a fee.
Economy Premium, full flexibility with 1x 8 kg hand baggage and 2x 23 kg checked baggage. Additional middle seat is always free (guaranteed). Rebooking is free of charge and refund is possible for a fee.

We recommend the Flex fare as standard. It is cheap, rebookable and adapts to your travel dates. More informations click here

Does Tel Aviv Air have a frequent flyer program?

We offer our frequent flyer guests a booklet with min. 6 tickets (return) at attractive conditions. More information about FQTL. Please contact us by e-mail, reservation@tlv-air.com.

How do I book my group with Tel Aviv Air?

You can easily start your group request through our website. Please use our inquiry form
Or send an e-mail to our group department, groups@tlv-air.com.
We will be happy to help you!

Where can I find the group conditions of Tel Aviv Air?

Here you can find our group conditions.

How do I get my flight tickets?

Tel Aviv Air does not require tickets. If you have created your booking via www.tlv-air.com, then you will automatically receive a booking confirmation by email.
If you have not received a booking confirmation, please check your SPAM folder. Otherwise, feel free to contact us via our contact form or by email, reservation@tlv-air.com.

What are the payment options with Tel Aviv Air?

At Tel Aviv Air you have the option to pay by direct debit, credit card (Visa, Mastercard, Diner’s). You are also welcome to pay by PayPal.

Until when do I have to pay?

Payment is due immediately when you make a booking. You will then receive a confirmation of your booking by e-mail.

Can I book a flight with Tel Aviv Air at short notice before departure?

Yes, you can also make a short-term booking (subject to availability) before departure at our counter.

General

What Covid19 protections apply?

What kind of mouth-nose protection is allowed?
Please bring your own mouth/nose protection (Allowed are: medical masks like surgical masks as well as FFP2 masks respectively with the standard KN95/N95 without exhalation valve). Reusable cloth masks, other types of coverings, face shields and scarves are not allowed.

Will masks be issued?
No, please bring your own mouth/nose protection (Allowed are medical masks like surgical masks as well as FFP2 masks respectively with the standard KN95/N95 without exhalation valve).

What happens if I do not wear a mouth-nose protection?
All passengers over 6 years of age must wear a mouth-nose protection. Otherwise, we are unfortunately not allowed to let you on board.

May I remove the mouth-nose protection on the plane?
The mouth-nose protection may only be removed in emergency situations and during beverage/meal service on the aircraft.

Does the crew have to wear a mouth/nose guard?
Yes, masks are mandatory for the crew as well as for passengers.

What is the risk of contracting Covid-19 on the plane?
Getting infected during a flight is very low. Tel Aviv Air and Enter Air have implemented a number of measures on the ground and in the air to protect all passengers and our employees.

Will the middle seat remain empty?
This is not necessary, even according to experts, as there is sufficient health protection provided by your mouth-nose protection.
For more comfort, you can of course add the middle seat (subject to availability) to your booking for a regular available fare.
Add a middle seat as an upgrade to your booked fare, before your flight: (LINK) to My Bookings

Is there disinfectant in the restrooms?
There are soap dispensers in the restrooms. Thorough and increased hand washing is a simple and effective measure to protect yourself from infection. Likewise, people should avoid touching their faces.

To what standards are cabins cleaned?
Enter Air aircraft are generally cleaned after each flight and to the highest standards of hygiene. Aircraft cabins are cleaned according to strictly prescribed procedures that comply with government regulations.

How do you handle a guest who shows symptoms before or during the flight?
Anyone showing symptoms prior to departure may be denied boarding.
For the sake of your own health and that of all fellow passengers, please only start your journey if you feel healthy and do not show any symptoms of illness.

More information about COVID-19 hygiene measures Partner airline Enter Air >

Is Tel Aviv Air an airline?

Tel Aviv Air is an air travel provider and markets seats on its own responsibility. For this purpose, Tel Aviv Air charters an aircraft from an airline established in Europe.

What are my flight numbers of my Tel Aviv Air flights and where can I find them?

Your flight numbers can be found on your booking confirmation.
Flight number for the outbound flight: Hamburg – Tel Aviv / ENT525
Flight number for the return flight: Tel Aviv – Hamburg / ENT526

 

Does Tel Aviv Air include food on board?

Tel Aviv Air offers only soft drinks on its flights.

 

Where is the Tel Aviv Air check-in?

The check-in in Hamburg is located in Terminal 1 of Hamburg Airport.
Check-in is handled by our handling agents AHS in Hamburg and QAS in Tel Aviv.
Information about Airport Hamburg
Information about Airport Tel Aviv (Ben Gurion)

What are the rules of conduct on board?

Passengers should:

  • Comply with the requirements of the aircraft commander and recommendations of other members of the crew without reservation;
  • Maintain discipline and order;
  • Turn off their electronic devices or turn on the offline mode (flight mode) at the request of the on-board representative during all phases of flight.

Passengers are prohibited from:

  • Create situations that threaten flight safety or life, health and personal dignity of other passengers and personnel – Allow any insult to them – verbal or physical.
  • bring their own alcoholic beverages on board and drink them
  • to smoke (including electronic cigarettes) on board the aircraft throughout the flight
  • use emergency and rescue equipment without proper instructions from the staff
  • create conditions that are inconvenient for other passengers and interfere with the work of personnel
Where is the Tel Aviv Air check-in) And from how many hours before departure is the check-in open?

Our check-in agents in Hamburg / AHS as well as in Tel Aviv / QAS open their check-in counters three hours before departure.

When do the Tel Aviv Air check-in counters at the airport open and close?

The check-in counters at the respective airports in Hamburg and Tel Aviv (Ben Gurion) open 3 hours before departure.
The check-in counters will be closed 1 hour before departure at the mentioned airports.

Can I fly with Tel Aviv Air during pregnancy?

Pregnant women can fly with Tel Aviv Air under the following conditions:

  • Pregnant women up to the 32nd week and without complications must carry a medical certificate that has been performed within 72 hours prior to the departure of a medical examination. The certificate should also include the expected date of delivery.
  • Pregnant women over 32 weeks and up to 36 weeks can travel only if they present a MEDIF form completed by a physician. The MEDIF form can be downloaded from our partner airline’s website.
  • For safety reasons, women over 36 weeks of pregnancy cannot be carried by Tel Aviv Air flights.