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Flight 312 from Luton to Tel Aviv I did not receive the upgrade promised me through the EXTRAS promotion despite business class being half empty. Food was a disgrace - no choice at all . No water service. No drinks. No entertainment - why no film shown on shared screens? iPad not offered despite being Platinum member. Very very disappointing Frequent Flyer No - 6390967 Cell No. - 055-8816215

One meal at hour 13 of a 15.5 hour flight. Flight attendants were missing for the middle 8-9 hours of the flight and no water or beverages were distributed after the first hour.

For business class, the seats are not comfortable.

Ben Gurion Airport was very slow; we were queued for more than 2.5 hours just to get to the counter agent to check in and drop off baggage. Consequently, we were in a panic while waiting for security clearance, and then ended up RUNNING to the boarding gate. Literally managed to get on the plane with 2 minutes to spare before the official gate closing time- needless stress!! While the flight was comfortable with good seats, pillows and blankets, as well as well prepared and substantive meals, the experience upon arrival at Toronto Pearson Airport was a disaster. El Al uses Terminal 3, which I haven't used in probably 10 years. This is a terribly overcrowded and overwhelmed terminal, designed for 2 million annual passengers that now has to attempt to handle 15 million I was told by an airport employee while waiting for nearly 2 hours to clear Canada Customs. Will NEVER use this Terminal 3 again- a horrible experience.

All services and communication with passengers

The pre flight service was incompetent unknowledgeable regarding COVID 19 Canadian laws . As well the level of communication was very poor while the language used by ElAl personnel was inadequate and offensive. All in all was a bad experience for all the members of my family and therefore I will do whatever it takes to make public my bad experience on all media platforms Facebook, Twitter, Instagram, official El Al website and other.

the check in was quite poor. i did not know what line was for elal and what was for air portugal. a big mess. very annoying. also very frustrating was that the airplane left one hour late because a prior flight was late. but they must have known that in advance and should have alerted us to come an hour later. where was the consideration for our time?