Arkia CEO Defends Airline Amid Flight Delays and Customer Complaints at Ben Gurion Airport
Arkia Airlines has faced significant criticism recently due to flight delays and congestion at Ben Gurion Airport, frustrating many passengers. CEO Oz Berlovich acknowledged the issues but emphasized that such disruptions are not unique to Arkia. He noted that over the past two years, Arkia has doubled its number of passengers and aircraft, which has contributed to operational challenges. Berlovich cited examples of delays affecting other airlines as well, including a recent Channel 12 report that ranked Arkia second only to El Al in delays.
Berlovich suggested that some of the criticism might be driven by competitors or organized campaigns, mentioning a social media influencer who started a negative campaign after a family flight delay. He explained that Arkia operates five different aircraft sizes, limiting flexibility when substituting planes during technical issues. Additionally, the airline frequently uses leased aircraft but maintains Israeli cabin crew on board.
The CEO highlighted external factors contributing to delays, such as the presence of the U.S. military at Ben Gurion and a shortage of ground service personnel, which affects all airlines. He stated that 92% of Arkia’s flights depart on time and acknowledged shortcomings in customer service, particularly in real-time communication with passengers who book through third-party agents. Arkia is investing about 10 million shekels to upgrade its customer service systems within six months.
Berlovich stressed the airline’s commitment to safety and continuous improvement despite the operational pressures, especially during the busy summer season. He rejected claims that rapid growth has overstretched the company’s capabilities, arguing that delays often attract more attention than on-time flights. The CEO remains personally involved in managing crises, including disruptions caused by external factors like Greek radar issues that grounded several flights abroad.
The airline continues to recruit customer service staff and aims to enhance passenger communication, while navigating the complex challenges of increased air traffic in the Mediterranean region.
