1. General

1.1. These terms and conditions are intended to detail the rules and procedures regarding the services provided by the company‚ from booking until services are completed. The provisions herein contain essential information to every passenger and‚ therefore‚ must be read carefully before making a booking or using a service provided by the company.

1.2. The terms below constitute the legal basis for any type of engagement between you and the company. Booking on the website and/or using a service provided by the company constitutes a binding contract between you and the company and reflects your full and express consent to these terms and conditions and other company regulations published on the website‚ in addition to the terms appearing on the booking confirmation and ticket. It is clarified that the company is entitled to change the terms applicable to its services from time to time and at its sole discretion. It is your responsibility to read the terms and conditions before any booking and/or use of services as stated.

1.3. These booking and service terms and conditions‚ like the other terms listed above‚ are subject to the Montreal Convention and any other convention applicable to us by law‚ as the case may be. Furthermore‚ the company is subject to the provisions of the Aviation Services Law‚ 5772-2012. For more details about your rights under the aviation services law‚ please click here.

1.4. The headings in these terms and conditions are intended for reader convenience only and should not be used for interpretation thereof.

1.5. When making a booking on the website and/or performing any booking-related activity on the website and/or anywhere else to receive service from the company‚ the company will collect personal information about you. The information will be collected subject to law and in accordance with our privacy policy. Please read it carefully before performing any such action and refrain from performing any action if you do not agree to the content thereof. An action performed by you on the website and/or anywhere to receive service from the company means that you have read and approved the privacy policy and that you authorize the company to collect the information‚ store the collected information‚ and transfer it to government bodies‚ competent authorities‚ credit card companies‚ the National Center for Passenger Data Diagnosis and third parties‚ all subject to law and in accordance with our privacy policy.

1.6. For the avoidance of doubt‚ you acknowledge that the information collected may also be used for security purposes of any kind‚ including passengers banned from flying pursuant these terms and conditions and/or emergency situations and/or any other reason required by the company. Furthermore‚ the information collected may also be used for preparations to assist disabled passengers‚ settling accounts with you and administrative purposes.

1.7. In addition to the above‚ it is important for us that you know that as an airline‚ the provisions of the Powers for the Collection and Diagnosis of Passenger Data Entering or Leaving Israel Law‚ 5783-2023 apply to the company‚ obligating it to transfer passenger data that it collected to the National Center for Passenger Data Diagnosis. The authorities listed in the law may use the information for various purposes‚ including combating crime and terrorism‚ strengthening civil aviation security‚ improving the border control system‚ etc.‚ all as detailed in the Powers for the Collection and Diagnosis of Passenger Data Entering or Leaving Israel Law‚ 5783-2023. The information transferred under this law is the information detailed in the first schedule to the law. More information can be found on this website.

2. Definitions

"The company" -

Air Haifa Ltd.‚ Co. no. 516787173.

"Services" or "Service" -

Flight ticket and/or extra services provided by the company.

"Ticket" -

A ticket issued by the company.

"Infant" -

A passenger under the age of two at the time of the actual flight.

"Child" -

A passenger aged between two (inclusive) and 11 (inclusive) at the time of the actual flight.

"Adult" -

A passenger aged 12 (inclusive) and over at the time of the actual flight.

"The website" -

www.airhaifa.com

"Montreal Convention" -

The convention for the unification of certain rules for international carriage by air‚ signed in Montreal on May 28‚ 1999 and published in the records.

"Checked baggage" -

A bag of any kind‚ containing the passenger's personal property‚ which was handed over to us for transport in the aircraft hold and for which we issued a receipt upon handover.

"Unchecked baggage" -

Any baggage that does not meet the definition of checked baggage above.

"Baggage" -

Both checked and unchecked baggage.

3. Prices of company services provided by the company

3.1. General provisions

3.1.1. The price of a ticket and/or an extra service is the price displayed on the payment page upon completing the booking for the services and dates selected. The company reserves the right to correct an error in the ticket price‚ if any‚ and to cancel a transaction even after it was paid for.

3.1.2. For the avoidance of doubt‚ where permitted under the ticket conditions‚ you may change the flight date no later than the time stated in the ticket conditions for this purpose and it may involve an additional payment.

3.1.3. The price for a ticket includes only air transport from the airport of departure to the destination airport (or to another airport‚ as required‚ in accordance with the provisions of article 10.2.1 below).

3.1.4. The company may offer its passengers different types of tickets from time to time at its sole discretion. Booking a specific type of ticket indicates that you have read and agreed to the conditions of your booked ticket type.

3.1.5. Unless expressly stated otherwise‚ booking extra services to the ticket‚ including baggage and/or seat selection‚ involves an additional payment. The price for an extra service is the price displayed on the payment page upon booking of the selected extra service. Without derogating from the above‚ it is clarified that the company is not obligated to provide you with extra services (even if they involve additional payment) and it is entitled to offer or not offer them at its sole discretion. Subject to the provisions of the law‚ there is no monetary refund for extra services (baggage and/or seat selection).

3.1.6. For the avoidance of doubt‚ it is clarified that the company's fares may change from time to time for different destinations and different flights‚ including different booking compositions‚ all at the company's sole discretion. The company will not be obligated to sell tickets and/or extra services at any price‚ even where previously issued in connection with the same destination and/or flight and/or extra service‚ and you will have no claim regarding a change in the price of any service offered by the company.

3.1.7. Age at the time of flight

Please note that‚ for each of the passengers included in the booking‚ you are required to purchase ticket/s corresponding with their age at the time of the actual flight/s (and not their age at the time of booking)‚ according to the following rules:

3.1.7.1. For an infant under the age of two - an infant ticket; for a passenger aged between two (inclusive) and 11 (inclusive) - a child ticket; and for a passenger 12 (inclusive) and over - an adult ticket. Where you wish to purchase a round-trip ticket for an infant under two on the outbound flight and over two years old (including exactly two) on the return flight‚ you must book the outbound ticket as an infant and the return ticket as a child – in both cases at least one adult is required in each booking.

3.1.7.2. It is clarified that the company will not be responsible for any damage‚ monetary or non-monetary‚ that you incurred by booking a ticket that does not match the passenger's actual age and you waive any claim and/or lawsuit against the company in this regard.

3.1.7.3. Flight tickets booked for passengers of different ages may be subject to different fares‚ all in accordance with the fares that were implemented by the company at the time.

3.2. Currency

3.2.1. Services ordered by you will be transmitted to the credit card company in the currency displayed on the website when booking. On international flights‚ you may change the currency according to your preferences‚ selecting from the currencies offered on the website. In any case‚ where a transaction is made in a currency other than NIS‚ the actual credit card charge will reflect your existing arrangement with the credit card company. Where a transaction is made in ILS‚ the actual charge will reflect the ticket value in ILS in accordance with the exchange rate permitted by law.

3.2.2. Without derogating from the generality of the above‚ it is clarified that certain ticket price components‚ for example – certain taxes‚ will be displayed in US dollars only. By making a booking‚ you acknowledge that this is a display component only‚ that the charge will be effected in the currency selected upon booking and you declare that you will have no claim and/or lawsuit against the company in connection with the above.

3.2.3. In addition‚ credit for a future purchase on the company's website‚ issued for any reason whatsoever‚ will be in US dollars only. However‚ it can also be redeemed for transactions in another currency. In case of credit issued for a transaction you chose to cancel‚ not included under the consumer protection law and‚ where the original transaction was effected in a currency other than USD‚ there may be differences in the conversion rate‚ according to the exchange rate in effect at the time of cancellation. When choosing to cancel a transaction in exchange for credit‚ you declare that the contents of this article are acceptable to you and that you will have no claim and/or demand against the company in this regard.

3.3. Taxes‚ charges‚ and fees

3.3.1. Taxes‚ charges‚ and fees (hereinafter‚ jointly - "taxes")‚ as imposed by government and/or other authorities and/or by various airport operators from time to time‚ will generally be included as part of the ticket price.

3.3.2. Accordingly‚ among other things‚ when booking online‚ that portion of the price allocated to taxes will be displayed. However‚ some taxes may be imposed by any of the above entities even after a ticket has been issued. In such a case‚ taxes will apply and be borne by the passenger‚ in addition to the ticket price. Concurrently‚ where various taxes are cancelled and/or reduced after a ticket has been issued‚ whereby you are not liable for them by law‚ you may demand a refund from the company‚ respectively.

3.3.3. If you chose to cancel your ticket in exchange for credit for a future purchase on the website‚ as stated in these terms and conditions and/or in our cancellation policy‚ the credit will include the value of the taxes‚ fees‚ and charges paid in the transaction. Therefore‚ in such a case‚ you will not be entitled to demand a refund from the company as stated in this article above.

4. Flight ticket; extra services (seat allocation; baggage)

4.1. Flight ticket

4.1.1. A ticket issued by the company (both at the time of its issuance and at the time of use)‚ will be subject to all provisions listed in these terms and conditions. Without derogating from the generality of the above‚ the company may‚ at its sole discretion and in addition to a general reference to these terms and conditions‚ explicitly specify a certain part and/or article of these terms and conditions on the ticket and mentioning such part and/or article shall not derogate from the applicability of the other provisions of these terms and conditions to the ticket.

4.1.2. Holding a ticket does not exempt you from presenting the other travel documents‚ including passport and/or ID card‚ as stated in article 7 of these terms and conditions‚ if requested by the company and/or airport ground crew in order to actually use the ticket. In addition‚ you may be required to present the airport ground crew with a receipt for your ticket.

4.1.3. The company is not obligated to provide you with a printed ticket in addition to the ticket sent to you by email.

4.2. Changing the flight date

4.2.1. Changing the flight date‚ as permitted under the conditions of your ticket‚ will be possible no later than the time specified for this purpose in the ticket conditions and may involve an additional payment. Such change will apply to all passengers in the booking. For a partial change only‚ please contact our customer service department during operating hours.

4.2.2. For the avoidance of doubt‚ it is clarified that where the flight date can be changed after the time specified in the ticket‚ for any reason whatsoever and upon the sole discretion of the relevant station managers at the airport in real time‚ such change will involve‚ subject to any law‚ an additional payment for change fees. Change fees vary from station to station and will be provided to you when needed at the relevant station. Clearly‚ you are not obligated to agree to pay the change fees (and that this option is not part of the company's obligations unless required by law‚ and its purpose is to assist you in changing the flight date) and in such case‚ your flight will remain at the time scheduled on your ticket. It is clarified that in no case will the company be obligated to allow a change in the flight date after the time specified for this purpose ticket.

4.2.3. Where you chose to change the flight date‚ whether subject to payment or not – extra services purchased for a fee‚ such as baggage or a seat selection‚ will be cancelled. The amount paid for these services will be credited to the personal account on the website from which the booking was made‚ except where the ticket for the new flight date chosen is more expensive than the original booking. In such case‚ the amount paid for the extra services will be first applied to cover the difference between the original and updated booking price (according to the new flight date). It is clarified that in case of an outstanding balance you will be required to pay it in order to check in for the new flight. It is clarified that failure to pay the difference between the price paid for the original flight and new flight will lead to cancellation of your booking on the original flight and your transfer to the new flight. In this case‚ the said difference will be collected at the airport. It is clarified that payment of the difference‚ if any‚ is a condition for checking in to the new flight. If you wish to rebook extra services for the new flight‚ you can do so on the "My Booking" page on the website. To this end‚ you may apply the credit returned to your account as stated in this article above‚ if any.

4.3. Seat allocation on the flight

4.3.1. The company may‚ but not obligated to‚ allow booking a specific seat in advance. Unless expressly stated otherwise‚ booking a seat in advance as stated will involve an additional payment‚ according to the rate determined by the company regarding that seat on that flight‚ at its sole discretion. For the avoidance of doubt‚ different seats and/or identical seats on different flights and/or at different times may be sold at different prices‚ according to the prices determined by the company from time to time subject to its sole discretion.

4.3.2. Notwithstanding the above‚ where required‚ the company may‚ at any time‚ assign you to a new seat‚ even after boarding the plane. This action may be required‚ inter alia‚ due to safety‚ security‚ operational circumstances and/or any other reason required according to company's discretion. Where the new seat assignment is not identical to the seat you booked‚ you will be entitled to a monetary refund for the amount paid for your booked and you will have no further claim against the company in connection with the seat change. For the avoidance of doubt‚ assignment to a seat of identical characteristics will not entitle you to a monetary refund as stated.

4.3.3. Certain restrictions may apply by law and according to the company discretion regarding certain seats on the plane‚ such as seats adjacent to emergency exits. Please note that‚ in order to be seated in these seats‚ the company may ask you designated questions aimed at verifying that the relevant safety requirements are met and you will have to declare that you meet them. Furthermore‚ the company reserves the right to preclude you from sitting in the seat adjacent to the emergency exit. Where the company believes‚ at its sole discretion‚ that you do not meet the safety requirements‚ even if you declared that you do you will have no claim in this regard.

4.3.4. Each paid ticket entitles the passenger whose name it bears to one seat only‚ except in case of an infant‚ as defined above‚ to whom a seat cannot be allocated and/or extra services purchased (even for an additional payment).

4.3.5. If you did not book a specific seat in advance (which as stated‚ generally involves an additional payment) and except in the case of passengers needing special assistance subject to prior notification to us‚ you will have not be entitled to a specific seat on the flight and a seat will be allocated according to availability at check-in. For the avoidance of doubt‚ the above does not obligate the company to allocate a seat during online check-in and seat allocation may be possible only upon arrival at the airport counter.

4.4. Unchecked baggage

4.4.1. You are entitled to carry a personal bag onto the plane‚ free of charge. The bag will be stored by you under the seat during the flight. Details about the size and/or weight of the personal bag can be found in our baggage policy.

4.4.2. As a rule‚ carrying an additional bag to the plane and/or carrying a personal bag that does not meet the dimensions and/or weight stated in our baggage policy involves an additional payment.

4.5. Checked baggage

4.5.1. For an additional fee‚ you may book additional baggage which will be stored in the aircraft hold.

4.5.2. There may be situations where baggage that you intended to carry on to the plane will be sent (also) to the aircraft hold at no additional payment‚ at our discretion. In exceptional cases‚ where operational and/or safety circumstances beyond company control prevented loading your baggage onto the flight‚ we will contact you as soon as possible and make every effort to resolve the issue.

4.5.3. Please note that in case the reason for sending unchecked baggage to the aircraft hold is exceeding the baggage dimensions and/or weight specified in our baggage policy‚ sending the baggage to the aircraft hold will involve an additional payment‚ according to the baggage dimensions and/or weight.

5. Liability for damages

5.2. Notwithstanding anything stated below and in accordance with the Montreal Convention‚ we will bear no liability‚ full or partial‚ for damages detailed in this article to which contributed through negligence‚ act or omission‚ to the extent that the said negligence‚ act or omission caused or contributed to the damages. Furthermore‚ we will not be liable for damages caused by reasonable baggage wear‚ including damage to zippers‚ handles‚ locks or wheels; nor shall we bear liability for scratches and/or damage due to excess baggage weight or unusual volume.

5.3. The limitation period for filing claims regarding damages detailed in this article shall not exceed two years from your arrival date at the destination‚ the date on which the aircraft was supposed to arrive at the destination or the date the air transport ceased to operate‚ in accordance with the Montreal Convention.

5.4. Liability for baggage damage/loss/destruction

5.4.1. Where your baggage is damaged‚ lost or destroyed (hereinafter jointly "property damages")‚ the provisions of the relevant convention shall apply‚ in accordance with the carriage by air law‚ 5740-1980.

5.4.2. The company will bear liability for damage to your checked baggage only where the damaging event occurred on the plane or while it was under the company's care. Without derogating from the above‚ the company will not bear liability for property damages stemming from a defect‚ poor quality or flaw in your checked baggage.

5.4.3. The company will not be liable for property damages caused to unchecked baggage‚ unless they were caused by the company or anyone acting on the company's behalf. Furthermore‚ the company will not bear liability for damage caused due to delay‚ provided it is proven that the company took all necessary measures to prevent the damage or that such measures were not possible.

5.4.4. Accepting the baggage without giving notice‚ as stated below‚ constitutes prima facie evidence that you received your baggage in good and proper condition.

5.4.5. Where you believe that your baggage suffered property damages‚ you must notify us immediately and in writing at the airport‚ and in any case‚ no later than the times stated in the Montreal Convention‚ i.e.‚ 7 days in the case of property damage to delivered baggage; and 21 days in case of delayed baggage delivery (beginning on the day of baggage delivery). Where you do not notify us regarding this‚ you will have no claim and/or lawsuit against the company regarding any property damages.

5.5. Liability for physical damage (including death)

5.5.1. In accordance with the provisions of the Montreal Convention‚ the company will bear liability for physical damage caused in case of passenger death or physical injury only if the causative accident occurred on the plane or during boarding/disembarkation.

5.5.2. The company will act in accordance with the provisions of Israeli law and the Montreal Convention whereby‚ as required‚ it shall issue advance payments for people entitled to claim compensation for physical injury or death in order to meet their immediate economic needs. It is clarified that such payment will not constitute recognition of liability and it may be offset against any payment subsequently paid by the company as compensation.

6. The aircraft; air transport

6.1. The aircraft

6.1.1. Company flights will be conducted in an aircraft of the same model and/or type stated on the ticket and/or in the company's flight schedule. Notwithstanding the above‚ the company reserves the right to replace the scheduled aircraft with another aircraft‚ including a different model and/or type‚ as required‚ inter alia‚ due to safety‚ security‚ operational circumstances and/or any other reason according to the company's discretion.

6.2. Air carrier details

6.2.1. As a rule‚ Air Haifa Ltd.‚ whose head office is located at 3 Tozeret HaAretz Street‚ Petah Tikva (mailing address: P.O. Box 11155‚ Zip Code 4934829) is the air carrier on flights offered on the website. The company name‚ in abbreviated form (E2 or HFA)‚ may appear on the ticket and/or boarding pass and/or additional documents.

6.2.2. Notwithstanding the above‚ the company may engage in various and/or realize existing arrangements with other air carriers‚ if any‚ as required upon its sole discretion. It is clarified that the company may do so at any stage it deems fit‚ including after the ticket was booked and close to the actual flight time. Where the company decides to do so‚ i.e.‚ if the flight is operated by an air carrier other than the company‚ whether under a code share‚ wet lease and/or any other recognized framework‚ the company will update the air carrier's details on thereby documents issued as soon as possible and will act to the best of its ability to maintain the level of air transport and services despite the change. It is clarified that the passenger will have no claim and/or lawsuit against the company due to such change‚ including where the said change rendered the company unable to provide any of the extra services that you booked.

6.2.3. Without derogating from the above‚ where required upon the company's exclusive discretion‚ it may alter the flight path‚ as detailed in article 10.2 of these terms and conditions.

7. Inspection; boarding

7.1. Travel documents and permits; arrival on time; procedures at the airport

7.1.1. You are exclusively responsible for checking and meeting all requirements applicable by law to entering‚ departing or layovers between countries. In this regard‚ you must hold valid and required travel documents at all times – including passport‚ relevant visas and permits (hereinafter‚ jointly: "travel documents"). It is clarified that where you hold citizenship from a country exempt from an entry visa to Israel‚ you have an obligation to obtain ETA-IL approval.

7.1.2. The absence of valid travel documents as required may preclude you from boarding the plane. In this case‚ the company shall not be liable for refunding the amount paid for the ticket. Furthermore‚ the company will not bear any liability for damages or expenses – direct or indirect – caused by your lack of required travel documents‚ including in the case of loss or damage to these documents during the flight.

7.1.3. Presenting damaged travel documents‚ including wet‚ torn or stained in a manner that raises doubt as to their authenticity and/or a discrepancy between the full name appearing in the booking and the full name appearing in the passport (or in the case of a domestic flight - ID card) will prevent your boarding the flight. Please note that a temporary passport cannot be issued or renewed at Haifa Airport.

7.1.4. Upon arrival at the airport security check and/or check-in counter‚ you must present the travel documents to the crew. On domestic flights - a current Israeli ID card can be presented instead of a passport.

7.1.5. By arriving at the airport to redeem your airline ticket‚ you acknowledge that‚ until boarding the plane‚ you may be required to undergo a scan/search‚ whether physical or of your belongings‚ including your baggage without your presence‚ performed by us or airport security personnel. It is hereby clarified that the company will bear no liability for any damage caused by any search and/or scan and/or delay caused by non-employees thereof‚ including airport security and/or any authority‚ and you will not be entitled to demand any compensation from the company for such search or delay. This is also true regarding damage caused while searching the baggage and/or in any other of your belongings‚ including damage to a lock and/or baggage caused with the aim of opening it and excluding direct damage caused by company negligence.

7.2. Online check-in (in advance)

7.2.1. As a rule‚ you can check in online at the times provided by the company. Please note that these times may vary between flights and‚ as such‚ you must check the relevant time for checking in for your flight. For more details‚ click here.

7.2.2. It is clarified that this service is not part of the company's commitment to you. As such‚ there may be cases in which online check-in will not be available‚ whether for one or several flights‚ whether for all or certain passengers‚ inter alia due to systemic and/or operational considerations‚ all according to the company's sole discretion and with no need for prior notice. In such a case‚ you must check in at the airport‚ as stated in this article below‚ and you will have no claim and/or lawsuit against the company for not providing the said service.

7.2.3. It is clarified that online check-in grants passengers a boarding pass only and does not obviate the need to appear at the airport on time for the security inspection; as well as their obligation to appear at the counter for checking baggage to the cargo hold‚ where the booking includes baggage.

7.3. Airport arrival and check-in

7.3.1. Due to the possibility (which is not under the company's control) of long queues for security inspections at various airports‚ be sure to check the relevant airport website for the time at which you must arrive at the airport (relative to the departure time) and arrive at the airport no later than this time. In any case‚ you must arrive at the Haifa Airport check-in counters no later than 90 minutes before the departure time stated in the ticket. For your convenience‚ please click here to review arrival times at various airports.

7.3.2. Where a passenger fails to appear at the check-in counter at the set time (for arrival times see article 7.3.1 above)‚ the said passenger will not be allowed to board the flight. In such case‚ the passenger will have no claim or demand in this regard and the company will not be responsible for any damage caused to the passenger by such delay‚ including failure to board the flight. Please note that failure to appear on time might revoke the right to compensation/benefits by force of the aviation services law (compensation and assistance for flight cancellation or change of conditions)‚ 5772-2012.

7.4. Boarding

7.4.1. In order to enable the flight to operate in order and as a prerequisite for boarding the plane‚ you must appear at the boarding gate no later than the time stated on the boarding pass issued to you.

7.4.3. For the avoidance of doubt‚ failure to meet the boarding time does not entitle you to any refund for the ticket and/or an alternative ticket and/or refund for expenses incurred by your delay or non-arrival. Furthermore‚ the company will not be liable for compensation if loss and/or damage was caused to you or your baggage as a result of failure to meet the times stated in this article.

8. Assistance

8.1. Medical assistance

8.1.1. You undertake that before boarding the plane‚ you found that you are medically fit to fly. Where you have any doubt regarding your fitness‚ you are required to consult with medical professionals. In any case‚ you must inform us of any matter related to your flight fitness as soon as you become aware of it and without delay. If you fail to inform us and we are forced to land (unscheduled) in order to provide you with any medical assistance‚ you may be subject to additional costs‚ including costs derived from a third-party demands due to the unscheduled landing and/or costs derived from the landing itself.

8.1.2. Liability for medical costs required for professional medical assistance or service at any stage between your arrival at the airport and arrival at the final destination (including ambulance‚ hospitalization‚ etc.)‚ will apply to you as a passenger. Where the company is required to pay for the above in your place‚ you undertake to indemnify us for the payment‚ against our written confirmation of the costs incurred (which shall constitute conclusive evidence)‚ within 7 days of our demand.

8.2. Special assistance

8.2.1. Where you or another passenger in your booking requires special assistance‚ for example‚ assistance for disabled/pregnant/sick passengers and/or any other required assistance‚ you must inform us as soon as possible or when the need for assistance arises‚ so that we can prepare accordingly. Where the requested assistance was approved by us‚ your actual transport will not be refused in circumstances related to this "special assistance" article.

8.2.2. For further details regarding the transport of passengers with disabilities‚ including passengers with wheelchairs‚ please click here.

8.3. Non-transport of animals; transport of plant products

8.3.1. Animals that are not defined as support and/or service animals in accordance with the equal rights for persons with disabilities law will not be allowed. Where you wish to fly with a service dog‚ please follow the instructions on our passengers with disabilities page.

8.3.2. As a rule‚ flying plants and/or plant product/s‚ whether as checked or unchecked baggage‚ is subject to prior approval from the relevant authorities. By doing so‚ you declare that you have read and you accept the provisions of the law applicable in your country of origin and the country of destination. It is clarified that flying plants and/or plant products is your sole responsibility and that the company will not bear liability for any damage‚ direct or indirect‚ caused to you due to this. Furthermore‚ the company will not bear payments imposed on you‚ if any‚ as a result of the above‚ including fines and/or other administrative proceedings.

9. Refusal to transport a passenger and/or baggage; conduct during your air transport

9.1. Rules of conduct applicable to you during your air transport

9.1.1. Upon arrival at the airport and until leaving the airport at the destination country‚ the following rules of conduct apply to you‚ and you declare and undertake to act accordingly toward any person and/or property:

9.1.1.1. You must be respectful and avoid any inappropriate behavior. Offensive and/or disruptive and/or violent and/or dangerous and/or threatening and/or harassing and/or insulting conduct is prohibited‚ including conduct amounting to sexual harassment‚ whether with or without malicious intent. It is clarified that violent and/or dangerous behavior is also prohibited towards company and/or airport property.

9.1.1.2. You must comply with the legal provisions of the country under whose jurisdiction the aircraft is located.

9.1.1.3. You must obey instructions issued by the company and/or airport representatives and/or anyone on their behalf‚ including instructions posted at the airport‚ such as instructions on smoking‚ safe seating on the plane‚ electronic devices on the plane‚ etc. Thwarting and/or interfering with the issuance and/or implementation of such instructions is prohibited.

9.1.1.4. Use of alcohol and/or drugs and/or smoking of any kind‚ including e-cigarettes‚ is prohibited during your transport.

9.1.2. Violating the rules of conduct above may lead to reporting to the relevant authorities and the opening of legal proceedings on their behalf‚ not allowing you to board the plane and/or your removal from the plane and/or use of reasonable force to immediately prevent you from continuing your violation immediately and/or refusal to transport you in the future‚ as stated in this article below. Furthermore‚ where the company is so required‚ it may disclose your identifying details to third parties harmed by the violation under any law and take all measures available to it to recover damages incurred by this violation‚ including taking legal proceedings.

9.1.3. In addition to the above‚ for violating any of the said rules of conduct‚ you will have to compensate and indemnify the company and/or anyone on its behalf and/or the third parties harmed by your violation‚ for damages‚ direct and indirect‚ thereby incurred by the violation of these rules of conduct‚ including expenses and/or losses‚ direct and indirect‚ thereby incurred due to this violation. For the avoidance of doubt‚ it is clarified that violation of the rules of conduct may cause the company and its passengers severe damages‚ such as‚ flight delay‚ rerouting‚ etc.‚ and the compensation and/or remuneration amount imposed on you shall be unlimited.

9.1.4. Without derogating from any other right available to the company‚ it is clarified that the company will not be obligated to reimburse you for any amount paid by you for the flight in which violated the rules of conduct as stated above related to offensive‚ harassing or insulting behavior towards the crew and/or other passengers.

9.2. Refusal to transport passenger

9.2.1. The company may‚ at its sole discretion‚ refuse to transport you where in case of one of the following incidents and/or circumstances. The situations described are relevant to any point in time throughout your journey‚ whether upon your arrival at the airport‚ at any stage before boarding the plane‚ on the flight itself and/or shortly after landing‚ unless expressly stated otherwise. Where articles mention other people‚ the intention is any passenger and/or crew member and/or security officer‚ whether on the ground or in the air: (1) where the company's refusal to transport you is required to comply with the provisions of the law; (2) you committed a criminal offense at any of the service stages‚ in the past or present‚ whether with us or with another airline; (3) you behaved in a threatening and/or insulting and/or offensive manner‚ including behavior that may amount to sexual harassment‚ towards any person; (4) you violated safety or security instructions of the crew and/or security personnel listed above or disturbed (both intentionally and unintentionally) any of them in performing their duty; (5) you sat in a seat different from the one assigned to you and refused to vacate it and move to the seat allocated to you; (6) your air transport or baggage contains hazardous materials and/or substances that may risk the security and/or safety of the flight or passengers; (7) your physical and/or mental condition constitutes a danger to you and/or hazard‚ disruption or real inconvenience to any of the people listed above and/or to the aircraft and/or to property of any kind‚ including alcohol and/or drug consumption; (8) you refused to undergo a security check and/or comply with crew instructions‚ whether regarding you or your baggage; (9) you did not follow crew instructions on any matter related to the seat and/or seating on the plane‚ safety‚ prohibition related to smoking‚ alcohol or drugs‚ or instructions related to electronic devices of any kind on the plane; (10) the company believes you are carrying illegal drugs and/or weapons and/or a bomb and/or a fake bomb‚ of any kind‚ or that you threatened to hijack people and/or property; (11) you did not pay the consideration‚ in whole or in part‚ for the ticket and/or extra services‚ or you denied the transaction regarding such payments; (12) you did not provide a means of identification upon crew member request and/or did not cooperate in biometric identification; (13) the company believes that you do not possess the required valid travel documents‚ including a visa‚ where required‚ and/or you refuse to allow crew members to review‚ copy‚ or submit these documents; (14) there is a report from a competent authority in Israel and/or the destination country that you are not allowed to enter the destination country and/or leave the country of origin; (15) you refused to provide us with information required by law; (16) you presented yourself as another person and/or presented a ticket the company believes is forged; (17) the company believes you are not medically and/or legally fit for air transport and you failed to prove otherwise; (18) you damaged company property (whether with malicious intent or unintentionally); (19) your medical condition requires a medical certificate of your fitness to fly‚ according to the discretion of company medical professionals‚ or you did not receive approvals for flying medical equipment for which prior approval is required;

9.3. Refusal to transport baggage

9.3.1. The company may refuse to transport your baggage at its sole discretion‚ where it is packed in a manner unapproved by us and/or where it contains a prohibited item as defined in the baggage section of these terms and conditions and/or under the provisions of any law (including the International Civil Aviation Organization – ICAO and the International Air Transport Association – IATA). Where we discover that your baggage contains a prohibited item as stated‚ without you presenting approval for this (under the provisions of any law or guidelines of the organizations listed above)‚ we may refuse your air transport and inform the authorities of your attempt to transport this item.

9.4. Where we refused to transport you and/or your baggage due to one of the circumstances above‚ we will refund the total amount (including extra payments) paid for your booking pro rata to booking redemption‚ as exclusive remedy‚ where we are obligated to do so under these terms and conditions and subject to the provisions of the law. It is emphasized that if one of the circumstances above occurs‚ the company may charge reasonable handling fees for handling the matter; and also‚ that you waive any claim and/or lawsuit regarding any other amount stemming from our refusal‚ both towards you and towards another person. Furthermore‚ the company may‚ upon its sole discretion‚ refuse to transport you and/or your baggage due to the same circumstances in the future and without time limitation‚ provided we informed you of this in writing.

10. Refunds

10.1. General provisions

10.1.1. A monetary refund for a booking cancelled in accordance with the consumer protection law‚ as detailed in our cancellation policy‚ will be issued in the amount and currency paid for the booking for which the refund is requested subject to the provisions of the law. A monetary refund for cancellation as stated will be issued only to the payment method with which the booking was made.

10.1.2. In the case of credit for a transaction cancelled not under the consumer protection law‚ the credit will be applied to the personal account on the website from which the booking was made (according to the email address entered and to which the booking confirmation was sent). Credit may be viewed and/or redeemed for two years from the date of issuance by logging into the personal account on the website with this email address only. It is clarified that the credit cannot be converted to money and cannot be transferred to another account on the company website.

10.1.3. In the case of credit given for a transaction you chose to cancel not under the consumer protection law‚ and the original transaction was effected in a currency other than USD‚ there may be gaps in the conversion rate‚ according to the exchange rate that will be in effect at the time of cancellation. When choosing to cancel a transaction in exchange for credit‚ you declare that the contents of this article are acceptable to you and that you will have no claim and/or demand against the company in this regard. Where these terms – all or part of them – are not acceptable to you‚ you must refrain from using the cancellation option in exchange for credit. In such a situation‚ only the option to cancel a transaction under the consumer protection law will be available to you.

11.3. It is clarified that you will have no claim and/or lawsuit against the company for any expense‚ damage or loss caused by inspections that you were required to undergo‚ such as security and/or customs checks‚ unless the expense‚ damage or loss were caused as a result of negligence of the company and/or anyone on its behalf.

11.4. Where the company is required to pay any of the payments imposed on you due to failure to comply with the law‚ you will have to indemnify the company for these payments. The company may apply an offset regarding these payments according to law.

12. Miscellaneous

12.1. The content of these booking and services terms and conditions and in any other regulations appearing on the website and/or in documents sent to you by the company apply to bookings on the website/at the company's customer service only.

12.2. For the avoidance of doubt‚ the company does not allow purchasing tickets and/or extra services via sales sites‚ except those approved by it in advance; accordingly‚ the company will not bear liability of any kind for bookings on these sales sites. Before booking on another sales site‚ you must check if the sales site on which it is requested to purchase a ticket was approved by the company. You can do this by contacting us through any of the contact methods published on the website. Where you were not provided a positive answer‚ you will have no claim and/or demand against the company regarding bookings made on sites as stated‚ including in the case of cancellation of the booking by the company. Nothing in the above derogates from the company's right to take measures available to it against the sales site.

12.3. In addition to the terms of these booking and services terms and conditions‚ further terms may apply to your booking and the services provided by the company which may appear in regulations and/or other policy documents on the company website‚ as the case may be‚ or terms applicable to the company by law.

12.4. It is clarified that the company does not undertake to provide its passengers with services additional to those booked‚ including services during the flight‚ such as food and/or beverages‚ and/or services provided on the ground‚ including transfer and/or transportation services. Where we decide to provide you with any of the said services‚ we will be entitled to charge payment for them‚ according to a rate determined by us.

12.5. Conditions dealing with certain topics‚ for example‚ baggage policy‚ flying minors‚ assistance to passengers with disabilities‚ service animals and guidelines related to passenger health may change from time to time by the company subject to the law. You must keep updated on the conditions relevant to you on the company website before booking and/or making use of the company's services. Where you did not find an answer to any matter on the company website or for any other question‚ we invite you to contact us at service@airhaifa.com.

12.6. In case of contradiction between these booking and service terms and conditions and the terms appearing on the website‚ the terms of these booking and service terms and conditions shall prevail.

12.7. Failure to exercise or enforce a right or provision in these booking and service terms and conditions‚ shall not be considered in any case as a waiver on the part of the company of this right/provision and/or of their enforcement.

Updated 22.12.25