Consumer8 min read9/9/2026

Flight Canceled or Delayed: When Are You Entitled to a Hotel, Food, an Alternative Flight, and Compensation?

A refund of the ticket price is only one of the possible rights under the Aviation Services Law. Depending on the length of the delay, the date of notification, and the reason for the disruption, passengers may also demand an alternative flight, food, accommodation, and sometimes monetary compensation without proving damage.

Numbers and facts

•8-hour departure delay: the flight is considered canceled
•21 days for reimbursement after a written request
•45 days for payment of monetary compensation after a written request
•14 days in advance: a key threshold for compensation under ordinary circumstances
•1,440–3,460 shekels: compensation amounts cited in May 2024

When a Delay Becomes a Cancellation

Under the Aviation Services Law (Compensation and Assistance due to Flight Cancellation or Change in Its Conditions), 5772–2012, a flight that did not take place is considered a canceled flight. The same applies to a flight that departed at least eight hours after the time stated on the ticket; a change in the flight number alone does not constitute a cancellation. A delay of at least two hours creates an entitlement to food, beverages, and communication services according to the waiting time. When the delay is between five and eight hours, the passenger may choose between reimbursement and an alternative ticket and, in appropriate cases, also receive assistance services.

The Choice Belongs to the Passenger, Not the Airline

When a flight is canceled, the law grants a choice between reimbursement and an alternative flight ticket; the airline may not impose a credit voucher instead of the options provided by law. The alternative ticket is intended to bring the passenger to the final destination under conditions as similar as possible, at the earliest possible time or at a later time coordinated with the passenger, subject to seat availability. A passenger who chooses a refund does not also receive an alternative flight for the same segment. It is important to state the choice in writing, because carelessly clicking on a credit offer or independently changing the booking may make it harder to prove what was requested.

Food, a Hotel, and Transportation Are Not a Service Gesture

Assistance services are provided free of charge and include food and beverages according to the waiting time, as well as communication services. If a stay of one or more nights is required, or if the wait is longer than the stay that had been planned, the law also includes hotel accommodation. This is accompanied by transportation between the airport and the place of accommodation. If the airline does not provide the services in real time, it is advisable to request them in writing before making independent arrangements, retain the refusal, and document receipts for reasonable, non-lavish expenses.

Monetary Compensation Is Separate from the Refund

A cancellation may also entitle the passenger to statutory compensation without proving damage, in addition to a refund or alternative flight and assistance services. The amount is determined by the flight distance rather than the ticket price; the amounts cited in the government bill dated May 28, 2024, are 1,440 shekels for a flight of up to 2,000 kilometers, 2,310 shekels for a flight of up to 4,500 kilometers, and 3,460 shekels for a longer flight. The amounts are updated, so the amount applicable on the relevant date should be checked. Notice given at least 14 days in advance may negate statutory compensation, and an offer of an alternative flight within the time windows prescribed by law or special circumstances beyond the operator’s control may also affect it; these do not automatically eliminate the right to a refund or an alternative.

A Special Situation Can Change the Rules — but Only by Order

An amendment to the law published on February 11, 2025, allows the Minister, after a special situation has continued for more than 14 days and through the procedure prescribed by law, to temporarily modify some of the benefits for a defined period. Among other things, accommodation services may be limited, but to no fewer than two nights; the manner in which an alternative flight is provided may be adjusted; and the notice period affecting compensation may even be shortened, but to no fewer than three days. The mere existence of a security situation does not, by itself, erase all passenger rights; it is necessary to check whether an order was issued, which dates and flights it applies to, and exactly what was changed. Therefore, when examining an event from an emergency period, the date of the flight is just as important as the reason for the cancellation.

How to Submit a Demand That Can Be Proven

A written demand should be sent to the flight operator or organizer, attaching the booking confirmation, ticket, cancellation or change notice, actual departure time, and receipts. It is advisable to specify separately what is being requested: reimbursement or an alternative flight, reimbursement of assistance expenses, and statutory compensation, if its conditions are met. Under the law, reimbursement is supposed to be provided within 21 days of a written request, and monetary compensation within 45 days of such a request. If a dispute arises, the key documents will be the date on which notice was given, the alternative offered and its scheduled times, the reason for the cancellation and the steps taken by the airline, as well as documentation of expenses and communications in real time.

FAQ

The flight was canceled — am I entitled to both a refund and compensation?

Possibly. The refund or alternative ticket addresses the service that was not provided, while statutory compensation is a separate benefit. Compensation depends, among other things, on the date of notification, the alternative offered, and the reason for the cancellation.

The airline is offering only a credit voucher. Must I agree?

No. In the event of a cancellation, the law gives the passenger a choice between reimbursement and an alternative flight ticket, and a voucher should not replace that choice without the passenger’s consent. It is advisable to respond in writing and expressly state which option was chosen.

If the cancellation was caused by war, is there no compensation at all?

Not necessarily. Special circumstances beyond the airline’s control may exempt it from statutory compensation, but the facts and the measures it took must be examined. A refund or alternative flight and assistance services may remain relevant, and during a special period it is also necessary to check whether an order temporarily modifying the benefits applied.

I booked a hotel and food myself — must the airline reimburse everything?

The law requires the airline to provide appropriate assistance services free of charge, but a dispute over independent purchases depends on the circumstances and evidence. Receipts should be retained, attempts to obtain assistance from the airline should be documented, and reasonable expenses directly related to the wait should be preferred.

Where should I send the demand if the ticket was purchased through a travel agent?

The law places responsibility for the benefits on the flight operator and, in appropriate cases, also on the organizer. A travel agent may assist in forwarding the request, but it is advisable to ensure that the written demand and documents reached the responsible party and to retain proof of delivery.

What to do next

Do not settle for the cancellation notice: retain the ticket, photograph the departures board, request food or a hotel in writing, and document every alternative offered. Then send an organized demand clearly choosing between a refund and an alternative flight, include receipts, and make a separate request for compensation if it may apply. During a special situation, also check the law and orders that applied on the flight date.