EL AL | Atmosphere

Meet the Crew

Service comes first

In challenging times like these, the word “service” takes on a much deeper meaning. Employees of the EL AL service departments Avi Atoon and Bar Konforti tell us about the job they do in times of crisis and their deep sense of having a mission to accomplish

Name: Avi Atoon | Age: 46 | Marital Status: Married + 3 | Position: Ground area manager on duty | Years at EL AL: 24

Name: Bar Konforti | Age: 23 | Marital Status: Single | Position: Customer service representative | Years at EL AL: 1

What do your positions entail? Avi: “Managing the ground station, i.e., passenger control, baggage service, the passenger service counters, the passenger assistance team, and the VIP passengers’ team”. Bar: “Providing answers and solutions regarding reservations, flight changes, cancellations, general information, and assistance in complex situations”. How do you feel when you get to work in these difficult times? Avi: “In times like these, being of service is more important than ever. We have many ultra-Orthodox customers with complex situations, and it is important for us to give them a sense of calm, security, and some peace of mind”. Bar: “I come with the sense of having a mission to accomplish. Every call I take isn’t just “another customer”, but a person with a story. I feel a responsibility to be the one who provides a solution in the midst of all the uncertainty”. What do things look like “behind the scenes”? What does it require to ensure every passenger receives assistance? Avi: “We’re currently dealing with an extremely challenging flight schedule that changes from moment to moment. We do everything possible to maintain operational efficiency alongside courteous service”. Bar: “It’s intense work that changes

now - what would you like them to know about you and/or EL AL? Avi: “I’d like them to know that EL AL is doing its utmost for its customers and for the country in general. We’ve proven it time and time again, at every moment of crisis - from the pandemic to October 7, to the most recent war, from flying vaccines and medical equipment to flying in fighters, medical equipment and donations to our soldiers and security forces. The Israeli flag is deeply imprinted in our hearts and, of course, on our planes”. Bar: “That we do our job with our hearts on our sleeves. We’re not just customer service providers, but people trying to help in a complex reality, sometimes with limitations beyond our control - and that patience and understanding from The EL AL service departments in numbers: There are 5 divisions within the EL AL service and customer service department, including a multi-channel service center, the EL AL station at Ben Gurion Airport, the in-flight service operations team, a flight attendants' division, and a customer relations division. It takes care of approx. half a million passengers each month, inbound and outbound combined, and handles around 300,000 calls per month, obtaining positive feedback via more than 30,000 satisfaction surveys each month. the passengers’ side is always received with huge gratitude”.

almost from moment to moment. We’re dealing with an extremely high volume of requests, urgent changes to schedules, and a lot of uncertainty on the part of passengers”. Tell us about the collaborative work you do between divisions – how does it manifest itself? Avi: “I think that nowadays, especially after all the crises we’ve experienced and are still experiencing, we’ve learned to work in a very synchronized and efficient way”. Bar: “Our approach is to not just provide a technical solution, but to really listen, understand the customer’s needs and try to help in the most humane way possible”. How do you manage to always stay calm and empathetic, even when there is so much uncertainty? Avi: “I believe that being a service provider is a real profession - patience and empathy sometimes require a huge dose of sacrifice and effort, and fortunately, my friends at the EL AL ground station and in the entire company are world champions at it”. Bar: “It’s really challenging. I try to remind myself it’s important to stay calm, be patient, and not take things personally. With time, you learn to manage the pressure and ask for help from your team when you need it”. If you could convey one message to the passengers who are reading you

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ATMOSPHERE MAY 2026

Photos: courtesy of EL AL