elal.com

I am writing to file a formal complaint…

I am writing to file a formal complaint regarding the unprofessional conduct and incorrect enforcement of baggage policy by a check-in agent named Leah at the TLV (Tel Aviv) Airport check-in counter.The incident occurred on Thursday, September 25, for Flight LY 223 from Tel Aviv (TLV) to Nice (NCE). My confirmation number is 4KXREU.Details of the Incident:Incorrect Policy Enforcement: Agent Leah insisted that the combined weight of my main cabin bag (8 kg allowance) and my personal item must not exceed 8 kg. This is contrary to El Al’s standard cabin baggage policy, which allocates 8 kg for the cabin bag and allows a personal item separately.Unfair Treatment and Pressure: I was treated poorly and put under immediate duress, being threatened with a $$$100 fee if the combined weight exceeded the agent’s incorrect limit.Forced Public Repacking: Due to this incorrect instruction and the time pressure, I was forced to repack my belongings publicly and had to discard several personal items to meet the arbitrary weight demand.Lack of Feedback Mechanism: When I specifically asked Agent Leah for a way to leave feedback regarding her conduct, she dismissively offered me the same small notepad she was using and asked me to write the feedback on it and hand it back to her. This clearly demonstrated a failure to provide a proper, confidential channel for customer feedback.This entire experience was highly stressful, resulted in unfair financial pressure, and was based on the agent's misunderstanding of company policy. I expect El Al to review the training and conduct of Agent Leah immediately.I request a formal apology for the distress and unfair treatment, and compensation for the experience and the items I was forced to discard.Thank you for your time and attention to this serious matter.

Date of experience: Sep 25, 2025