About Air Austral
What's new?
Since the start of the Covid-19 Coronavirus epidemic, Air Austral has set up a monitoring unit in close contact with health organisations and the competent authorities, and is following developments in the health situation worldwide in real time.
Commercial measures
Update : June 2, 2020
Passengers holding an Air Austral ticket issued before 30 June 2020, and for flights scheduled until 30 November 2020 included, benefit from the following conditions:
Ticket changes: non-modifiable, or modifiable with fee - travel date may be changed:
- If the travel date is postponed to before 30 November 2020: the date can be changed without fees, seasonal or fare adjustment, in the same travel cabin.
- If the travel date is postponed to 1 December 2020 and after: the date can be changed without fees, with seasonal or fare adjustment if applicable.
The destination may be changed without fees with a fare adjustment if applicable. This is not applicable for passengers who have benefited from a territorial continuity voucher.
Cancellation: for cancelled flights, or passenger ticket cancellation requests, a full refund will be provided in the form of a voucher, under the following conditions:
=> A voucher for the value of the total ticket fare, valid for one year from the date the voucher will be issued. The voucher may be used on all flights operated by Air Austral and Air Austral/Ewa Air code-share flights. The voucher may be refunded if it is not used by the expiry date.
Refund requests must be made one day before the expiry date. For tickets issued by a travel agency, customers must contact their travel agent.
This is not applicable for passengers who have benefited from a territorial continuity voucher. Refundable tickets remain refundable according to the paid fare conditions.
The postponement or a voucher for your Extra ancillary services:
- The Extra services can be transferred on your new reservations by contacting the point of sales where the booking was performed, at the latest 72 hours before the flight's departure.
- In the event that the airline ticket is placed in a voucher, the value of the Extra services will also be vouched for.
Paris CDG aiorport - flights from/to Reunion transferred to the terminal 2E
From May 20th 2020, all flights Paris CDG <> Reunion are transferred to the Terminal 2E
Our airport desk is also transferred and open on flights days.
New measures : access to aiports
As part of the recent measures taken by the french government and by decree 2020-545 issued on Monday, May 11th, we inform our passengers that the wearing of masks is now mandatory for all persons aged 11 or older, throughout their journey, from the airport to their final destination.
Thus, before their arrival at Roissy Charles de Gaulle airport in Paris or Roland Garros airport in Reunion Island, we invite our passengers to wear a protective mask, allowing them to access to the airports and our check-in counters. We recommend to bring several masks for a better comfort throughout the flight.
Passenger's health and safety are our priorities. Our ground staff and crew remain at your disposal to ensure a pleasant journey. Manadatory certificates must be produced at the check-in desk : see below.
FLIGHTS UPDATES
Flights From/to Reunion, Mayotte and France
In this context, Air Austral informs its passengers that the online check-in service is temporarily suspended.
1- Statement of honour
Before boarding, each passenger will be required to present a statement of honour precising that he or she does not have any symptoms of COVID-19
2- Mandatory certificates
Travel from mainland France to a French overseas community :
Travel to mainland France from overseas community :
3- Quarantine in Reunion Island
Travellers travelling to Reunion will have to present the printed and completed document prior to check-in
4- Your trip to Mayotte :
Travellers travelling to Mayotte will have to present the printed and completed document prior to check-in
YOU WANT TO POSTPONE OR CANCEL YOUR FLIGHT?
Our call center is receiving a large volume of calls at the moment and we apologize for not being able to answer immediately. If your trip is not scheduled within 72 hours, we invite you to contact us later.
Your flight departure is at more than 72 hours, you can :
Postpone or change the destination of your flight : booking change form
request a ticket cancellation and claim a voucher : booking cancellation form
All Air Austral agencies are closed for the moment.
Please, contact our call center agents : +33 825 013 012
Open
- Monday to Friday : 8 am to 6 pm*
- Saturday : 8 am to 5pm*
- Sunday : 11 am to 5pm*
* Reunion local time