At a time of enormous uncertainty for travelers, Jewish Breaking News went inside EL AL’s headquarters at Ben Gurion Airport to get real answers to the questions so many are asking.

With so much confusion surrounding flights, tickets, and travel policies, what is actually happening on the ground? Josh Broide sat down with Michal Stein, Director of Operations at EL AL, and her team to get clear, real time answers.

What he found was not a typical corporate office, but a team of senior leadership and department heads operating out of a secured bunker beneath the airport, working around the clock under the same pressures facing all Israelis today. As part of a much bigger operational picture, here is just one example of the many factors airlines must take into account. Under current guidelines, planes are only permitted to remain on the ground for about an hour, meaning passengers must deplane and board again within that same window. This directly impacts how many people can be accommodated on each flight and highlights the complexity behind every departure.

With that in mind, here are the answers to the most pressing questions:

CURRENT FLIGHT SITUATION

What flights are actually operating right now?

At this time, there are no regular commercial flights operating. All flights are currently being run as special operations.

Are these considered regular flights or something else?

These are not standard scheduled flights, but special operations designed to move passengers in and out of Israel under current conditions.

If I have a ticket for next week, will my flight operate?

For the first time since the war began, EL AL is now ahead of the schedule, with a full week of flights planned. If you are flying this week or next week, you should have already received your updated flight information. While nothing can be guaranteed during wartime, having a confirmed ticket is a strong indication you will be flying.

TICKETING, CHANGES AND REBOOKING

What happens if my flight was canceled?

EL AL is working proactively to contact every passenger whose flight was canceled and rebook them. However, complications arise when certain destinations are not currently operating. For example, if a direct flight such as Boston is unavailable, passengers may be rerouted through another city like New York. Passengers are then contacted, primarily via WhatsApp, to confirm whether they accept the new itinerary or prefer a voucher.

Can passengers still be bumped?

A confirmed ticket is a strong indicator of travel, but during wartime, there are no absolute guarantees. Operational or security factors could still impact flights.

Can you bring luggage on the flight?

Yes, passengers are allowed to bring luggage on flights. However, cargo services are currently not operating in the same way, and availability may be limited.

How long should refunds take?

Refunds are expected to be processed within approximately 21 days, although this may vary depending on the situation.

Customer Service Challenges

Why is it so difficult to reach a human representative?

Under normal conditions, EL AL handles approximately 6,000 inquiries per day.

During the current situation, that number has surged to tens of thousands daily, with reports of up to 80,000 inquiries per day. Simply adding staff is not a quick solution, as these are highly trained agents who must handle complex rebookings across constantly changing schedules.

While WhatsApp remains the primary communication tool, the scale of demand has created delays.

FREQUENT FLYERS

Will Matmid status be affected?

EL AL has frozen Matmid status through April 30, ensuring that no frequent flyer is downgraded during this period. Future adjustments will be made depending on how the situation develops.

Are there dedicated channels for top tier members?

Yes. There is a dedicated WhatsApp channel for Gold, Platinum, and Top Platinum members, and Top Platinum members have access to more personalized support.

TRAVEL TO ISRAEL INCLUDING PESACH

What should travelers expect right now?

EL AL is currently focused on rebooking passengers who already held tickets, including existing EL AL passengers and travelers from other airlines that have suspended service. This is why new bookings are limited for near term travel. However, travelers can still book flights from April 15 and beyond, including summer travel.

RUMORS AND CLARIFICATIONS

Is there a 30 day travel restriction or waiver?

Any such policy would be government related, not EL AL policy. EL AL is not responsible for enforcing such measures.

Why are flight numbers changing?

Four digit numbers starting with 7 mean a passenger is still awaiting final flight assignment.

Four digit numbers starting with 1 mean the flight is confirmed as a special operational flight.

THE BIGGER PICTURE

At a time when most international airlines have suspended service indefinitely, EL AL continues to operate. According to what was shared, if given full clearance, EL AL would be ready to return to full capacity immediately.

But what stood out most was not just the logistics, it was the people. These are individuals managing national air travel while also raising children at home during wartime, responding to sirens, and navigating the same uncertainty as every Israeli. All while coordinating one of the most complex aviation operations imaginable.

THE LATEST UPDATE FROM EL AL

Following a directive from the Home Front Command to reduce the number of passengers departing on flights to the United States by 50%, to approximately 130 passengers per flight, about half of the passengers currently booked on these flights are expected to receive cancellation notifications. We apologize for the inconvenience and recommend that customers who wish to depart as soon as possible consider alternative travel options.

Passengers whose flights are canceled will be eligible for a full refund or a voucher.

In addition, due to the new Home Front Command restrictions, EL AL is currently suspending the assignment of additional passengers to flights to the United States.

At the same time, no changes are currently expected to flights from the United States to Israel.

EL AL has provided additional guidance to help travelers better navigate the current situation:

Important to understand:

Flight operations are subject to the guidelines of the Home Front Command, not EL AL alone. As a result, schedules can change, and some flights may be delayed or canceled depending on security conditions.

Who should contact EL AL?

Only passengers with flights in the next week, urgent issues, missing booking codes, or families traveling with children under 17 on separate bookings. Priority is given to those flying within 48 hours.

Flight changes:

If your flight is changed or canceled, you will automatically be reassigned and notified. There is no need to contact EL AL.

Changing flights:

At this time, reassigned flights cannot be changed due to capacity limitations. Passengers who choose not to travel may request a refund or voucher.

Bookings through agents:

EL AL will handle reassignments directly, but cancellations must be done through the original booking agent if applicable.

Staying informed:

Travelers are encouraged to check “Manage My Booking” for the most up to date information and ensure their contact details are current. EL AL will continue to provide updates directly to passengers. EL AL emphasized that they are doing everything possible to safely transport passengers during this challenging time and thanked travelers for their patience and trust.

There are real frustrations. Delays. Unanswered messages. Uncertainty.

But there is also something else.

A team working around the clock, under pressure most of us never see, to keep Israel connected to the world.

Because behind every flight is not just a seat, but a person trying to get home.

Reported by Josh Broide, Global Correspondent, for JewishBreakingNews.com