Arkia to Compensate Passenger After Five-Month Refund Delay
Translated & summarized from Bizportal by baba
A pensioner will receive 2,250 shekels from Arkia Airlines after a five-month delay in receiving a refund for two canceled flights. The Eilat Small Claims Court ruled that a "technical failure" was not an excuse for the prolonged delay and improper handling of the customer's case. The court awarded compensation for distress and inconvenience, noting the passenger's repeated cancellations and lengthy wait for his money.
The story in 5 lines · by baba
- Arkia Airlines ordered to pay 2,250 shekels to a passenger for a five-month refund delay.
- The Eilat Small Claims Court cited "improper conduct" by Arkia in handling the refund.
- Two flight cancellations led to the passenger's repeated booking cancellations.
- The airline blamed a "technical failure" for the delay in returning funds.
- The passenger eventually traveled abroad despite the refund issues.
The Eilat Small Claims Court has ordered Arkia Airlines to compensate a 76-year-old pensioner, Meir Zamzlig, for a five-month delay in refunding him after two flight cancellations. Zamzlig initially booked a vacation to Larnaca for December 7, 2025, costing 2,167 shekels, scheduled for February 5-9 of the following year. Arkia canceled the return flight on January 4, 2026, prompting Zamzlig to cancel the booking. The airline offered an alternative vacation, which was also canceled due to a flight change on February 4, 2026. Zamzlig canceled this second booking as well, expecting a refund within 30 days. However, the refund did not materialize, and Arkia continued to charge him for the payments. Zamzlig reported multiple unsuccessful attempts to contact customer service, and when he finally reached a representative, he was falsely told the refund had been processed.
Arkia attributed the delay to a "technical/clearing failure" that prevented a credit invoice issued on January 21, 2026, from reaching Zamzlig. The airline stated that 1,462.09 shekels were transferred on May 31, 2026, and another 705 shekels on June 4, 2026, after resolving the issue with the credit card company. They argued that the situation was a late technical glitch, not passenger abandonment, and that the damages claimed were unproven.
Judge Amit Yariv rejected Arkia's defense, ruling that the airline only began processing the refund after the lawsuit was filed and that the split refund payments lacked a reasonable explanation. He emphasized that the core issue was the actual return of funds, not just an accounting entry. The judge stated that Arkia's handling of the situation was "improper conduct at the very least" and contrary to good faith and fairness. While Zamzlig claimed the cancellations ruined his holiday plans, WhatsApp messages showed he had traveled to Cyprus with other companies, indicating he did eventually take a trip abroad. The court awarded Zamzlig 2,000 shekels for distress, inconvenience, and trouble, plus 250 shekels in expenses, considering he had to cancel twice and wait five months for his money.
