Extra Comfort Seat service - FAQ

Extra Comfort Seat service - FAQ
What is the Extra Comfort Seat service for which I am submitting a bid?
On which flights can the Extra Comfort Seat service be reserved?
How will I know if I am entitled to submit a bid for purchasing an Extra Comfort Seat?
How do I submit a bid for purchasing an Extra Comfort Seat?
How is the decision made whether or not to accept my bid?
Is there a charge for submitting a bid for purchasing an Extra Comfort Seat?
When can I submit my bid to purchase an Extra Comfort Seat?
May I change or cancel the bid I submitted for an Extra Comfort Seat after it has been submitted?
Is there a minimum bid for an Extra Comfort Seat?
How will I know if my bid for purchasing an Extra Comfort Seat has been accepted and approved?
If I submitted a bid for purchasing an Extra Comfort Seat for two flight segments, when will I receive notification whether my bid was approved or not?
When will my credit card be charged for the Extra Comfort Seat?
What are my ticket conditions if I receive approval for the Extra Comfort Seat?
What happens if I have to cancel or change my flight after receiving approval for the upgrade?
Will I be able to choose the location of my seat and of the Extra Comfort Seat?
If I received approval for an Extra Comfort Seat, will I be entitled to receive an additional meal?
If the upgrade was canceled by EL AL, what compensation will I be entitled to receive and when and how will I receive it?
We are a couple or a family. Is everyone entitled to an Extra Comfort Seat?
May I submit a request for an Extra Comfort Seat for one flight segment?
If I purchased my ticket through a travel agent or in an EL AL store, how do I submit my upgrade request?
If I wish to contact someone at EL AL regarding the Extra Comfort Seat service, whom should I contact after I have submitted my bid?


What is the Extra Comfort Seat service for which I am submitting a bid?
The bid you are submitting is for the option of upgrading your Economy Class flight comfort experience by purchasing an additional seat or seats adjacent to your seat on the plane to add to your comfort. If your reservation includes several passengers, the bid for the Extra Comfort Seat/s will apply to the general reservation rather than to each passenger.EL AL reserves the right to accept or not accept your bid for specific flights according to criteria defined by EL AL and updated from time to time at EL AL's sole discretion, such as: flight status, amount of the bid, etc.

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On which flights can the Extra Comfort Seat service be reserved?
The Extra Comfort Seat service is available through the EL AL website for specific flights based on commercial laws determined by EL AL at its own discretion.
If the service is available on your flight, you can reserve in one of three ways:
  1. Purchasing a ticket on the EL AL website -
    at the end of the reservation process a window will appear offering you the opportunity to register for an upgrade and/or an Extra Comfort Seat if it is allowed on your flight.
  2. Through the EL AL Upgrade interface that is available on the home page.
  3. Through the Reservation Management interface that is also available on the home page.


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How will I know if I am entitled to submit a bid for purchasing an Extra Comfort Seat?
When purchasing a flight ticket on the EL AL website, through the Direct Sales Center and/or through your travel agent, you can check availability of the service on your flight by entering the EL AL Upgrade interface on the home page. Enter your reservation number and last name in English, click on the Continue button. If the service is not available you will receive a message to this effect, and if the service is available the upgrade window will appear and clicking on Continue will transfer you to the first stage of registering and submitting a bid.

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How do I submit a bid for purchasing an Extra Comfort Seat?
Bids for an Extra Comfort Seat can be submitted in one of three ways:At the end of the reservation process on the EL AL website -
  1. At the end of the reservation process
    on the page confirming the reservation, a window will appear offering you the opportunity to register for the Extra Comfort Seat service. Clicking on the window will transfer you to the upgrade system where you will be asked to perform a 3-stage procedure:
    • Submit a bid for an upgrade, including the number of Extra Comfort Seats requested and select the flight segments for the upgrade.
    • Enter the details of your credit card; the card will be charged only if your bid is accepted.
    • Confirm the summary and details of your bid and submit.

    At the end of the registration, an email will be sent to you confirming submission of a bid for an upgrade or registration for the Extra Comfort Seat service. You can use this email to change or cancel your bid.
  2. Through the EL AL Upgrade interface
    If you decided not to register for the upgrade or Extra Comfort Seat service at the end of the reservation process, or if you purchased your ticket through the EL AL Direct Sales Center or through a travel agent, you can reach the upgrade system through the EL AL Upgrade interface that is available on the homepage. There you will be asked to enter your reservation number and surname and click on the Continue button. If the service is available on your flight, an upgrade window will appear. Clicking on “Upgrade” button will transfer you to the upgrade system where you will be asked to complete the full process as described in section 1 above.


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How is the decision made whether or not to accept my bid?
Bids submitted by passengers for the purchase of an Extra Comfort Seat will be examined and weighted according to a number of criteria and commercial rules determined by EL AL and updated from time to time at EL AL's sole discretion, such as: flight status, the amount of the bid and others. Approximately 30 hours before the flight departure time or 48 hours before the flight departure time in the event of intervening holidays or Sabbath, a decision will be made whether or not to accept the upgrade bid and appropriate notifications will be sent to passengers.

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Is there a charge for submitting a bid for purchasing an Extra Comfort Seat?
No. Submission of an upgrade bid does not entail any payment. If your bid is accepted, the credit card whose details you entered at the time of registration will be debited for the amount that you submitted as a bid for the Extra Comfort Seat.

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When can I submit my bid to purchase an Extra Comfort Seat?
Bids for purchasing an Extra Comfort Seat(s) can be submitted from the moment the reservation process is completed on the EL AL site and when you have a confirmation in hand of a ticketed reservation, and up to 96 hours before flight time, and as long as the service is available through the EL AL site.

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May I change or cancel the bid I submitted for an Extra Comfort Seat after it has been submitted?
Yes. You may change/cancel your upgrade bid through the EL AL Upgrade interface or through a link to the interface for changes that appears in the notification confirming your registration that you received by email at the time you submitted your bid, up to 96 hours before the flight departure time.

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Is there a minimum bid for an Extra Comfort Seat?
Every flight has a minimum starting price. You choose the amount you would like to bid for an Extra Comfort Seat.

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How will I know if my bid for purchasing an Extra Comfort Seat has been accepted and approved?
About 30 hours before the flight departure time or 48 hours before the flight departure time in the event of intervening holidays or Sabbath, you will receive email notification confirming receipt of the upgrade. Afterwards you will be able to check in online for the two/three seats. If your bid was not accepted, an email will be sent informing you of this.

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If I submitted a bid for purchasing an Extra Comfort Seat for two flight segments, when will I receive notification whether my bid was approved or not?
Separate notification will be sent for each flight segment about 30 hours before the flight departure time or 48 hours before the flight departure time in the event of intervening holidays or Sabbath.

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When will my credit card be charged for the Extra Comfort Seat?
You must enter the details of your credit card when registering your bid so that the card can be verified by the credit card company. If your bid for purchasing an Extra Comfort Seat is accepted, the credit card will be debited at that time for the amount that you submitted as a bid for the Extra Comfort Seat. If your bid is not accepted, the credit card will not be debited.

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What are my ticket conditions if I receive approval for the Extra Comfort Seat?
The ticket conditions are identical to those of the original ticket that you purchased, with regard to cancelation or change fees, minimum and maximum stays at your destination, baggage allowance and other restrictions.The Extra Comfort Seat is intended for your use, to make your flight more comfortable. The Extra Comfort Seat does not give you additional benefits and/or entitlement to baggage or an additional meal and is not intended for transporting baggage or pets.

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What happens if I have to cancel or change my flight after receiving approval for the upgrade?
The request for an upgrade and its approval are valid for the specific flight for which it was submitted and approved. Approval cannot be transferred to a flight on a different date. However, you can submit a new upgrade bid for a different flight.It should be clarified that if the change or cancelation is made after the Extra Comfort Seat has been approved, the amount charged for the seat will not be refunded and cannot be used as payment for an Extra Comfort Seat at another time.

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Will I be able to choose the location of my seat and of the Extra Comfort Seat?
Confirmation of registration and of submission of the bid for an Extra Comfort Seat is conditional on your consent to change the location of your seat if you have already selected a seat for your flight. Without this consent and approval for changing the location of your seat you will not be able to complete the process of submitting a bid for the Extra Comfort Seat service.

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If I received approval for an Extra Comfort Seat, will I be entitled to receive an additional meal?
No. The Extra Comfort Seat is intended for your use for the purpose of comfort on your flight. The Extra Comfort Seat does not give you additional benefits such as: meals, baggage, etc.

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If the upgrade was canceled by EL AL, what compensation will I be entitled to receive and when and how will I receive it?
If the Extra Comfort Seat is canceled by EL AL, you are entitled to receive a full refund of the amount that you bid and paid for the Extra Comfort Seat. The refund will be transferred to the credit card company within five work days. The credit card company will credit your account in accordance with your agreement with the company. If the Extra Comfort Seat is canceled, you will receive a different seat on the flight in Economy Class according to seat availability at the time of the cancelation (this is to clarify that the original seat will not necessarily be saved for you).

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We are a couple or a family. Is everyone entitled to an Extra Comfort Seat?
No. The request is for one or two Extra Comfort Seats for all passengers listed on the reservation. For example: a reservation for two passengers who submitted a bid for an Extra Comfort Seat which was approved will receive a row of three seats.

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May I submit a request for an Extra Comfort Seat for one flight segment?
Yes. You may choose whether to submit a request for an upgrade on one flight segment, either on the departing or the returning flight, or for the full flight itinerary. The bid is divided into flight segments and you have to enter a bid for each segment. You may submit different bids for each flight segment.

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If I purchased my ticket through a travel agent or in an EL AL store, how do I submit my upgrade request?
Through the EL AL Upgrade interface that is available on the EL AL website homepageYou will be requested to enter your reservation number and surname and click on the Continue button. If the service is available on your flight, the upgrade window will appear and clicking on Upgrade will transfer you to the upgrade system where you will have to complete the entire process in three stages:
  • Offer a bid for an upgrade, including the number of Extra Comfort Seats requested and select the flight segments for the upgrade.
  • Enter the details of your credit card; the card will be charged only if your bid is accepted.
  • Confirm the summary and details of your bid and submit.


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If I wish to contact someone at EL AL regarding the Extra Comfort Seat service, whom should I contact after I have submitted my bid?
For questions on the following topics: complaint about service on the flight, complaint about refunds, suggestions for streamlining service, and praises, please contact the EL AL Customer Care Department, using the electronic form. Complaints regarding the upgrade service should be sent to elalplus@elal.co.il

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