Voluntary postponement at the request of the passenger

Passengers in possession of an Air Austral (760) for a flight scheduled before october 29th 2020, have the possibility to postpone their trip within the validity limit of one year from the issue of their ticket according to the conditions below.

Modification :

Possibility of modification of the date of travel: if travel date is postponed until June 15, 2021:

possibility to change the travel date without penalty, without readjustment of seasonality, and without readjustment of the fare in the same travel cabin. Passengers who have benefited from territorial continuity can validate a postponement until December 31, 2020. if travel date is postponed from June 16, 2021: possibility to change the travel date without penalty, with fare and seasonality readjustment if applicable. This measure is not applicable to passengers who have benefited from territorial continuity.

Possibility to change the destination without penalty and with a fare adjustment if applicable. This measure is not applicable to passengers who have benefited from territorial continuity

Cancellation:

For non-refundable tickets: Full refund is possible, in the form of a credit note under the following conditions: Issuance of a credit bill for the total value of the ticket (YR included)

This credit will be valid for 1 year from the date of issue. It is to be reused on flights operated by UU and code share flights Air Austral / Ewa Air.

This credit is refundable after one year if it is not used before its expiry date, the request for refund must be made one day before its expiry date. This measure is not applicable to passengers who have benefited from territorial continuity.

This credit will be increased up to 15% of the total value (including tax) of the initial ticket. This bonus will be applicable for the issuance of new tickets in exchange for the credit before March 31, 2021 for a departure before June 15, 2021. It applies to the total value of the ticket (taxes - YR application fee and YQ fuel surcharge included).

For refundable tickets: they remain refundable according to the conditions of the fare paid.

Passengers in possession of an Air Austral ticket (760) issued/reissued from 29 June 2022 onwards, whatever the date of travel, have the possibility of postponing/cancelling their journey within the limit of validity of one year from the date of issue of their ticket according to the conditions below.

Cancellation

Conversion to voucher is not possible anymore

For all tickets issued on or after 29 June 2022 regardless of the date of travel: These tickets will be valid according to the rule:

• 12 months from the date of issuance for unused tickets,
• 12 months from the date of outward travel (1st coupon) for partially used tickets.

Refunds

Fare rules are appliable. For example, tickets purchased at Leisure Light, Leisure Special or Leisure Smart fares are not refundable.

If you no longer wish to or are unable to travel on your planned dates, or your flight has been cancelled, you can choose to postpone your trip and change your travel dates ou même votre destination.

If your flight is cancelled, this change request is made without penalty, with fare and/or seasonality upgrade applicable if necessary.

we invite you to connect to your dedicated online space CHANGE MY BOOKING.

Note that specific conditions apply for passengers who have benefited from territorial continuity.

If you cancel your trip, you can also request a voucher for your ticket until the day before its expiry date (a ticket is valid for one year from its date of issue). This voucher will be valid for one year from the date of issue and can be used on flights operated by Air Austral or in code share with Ewa Air.

For your requests, we invite you to use the online form VOUCHER FORM REQUEST. Your request must in any case reach us before the expiry date of your ticket.

The voucher can be extended beyond its period of validity if you have not used it, by using the form below : NEW VOUCHER FORM. Your request for an extension must be received within 15 days before the expiry date of your voucher.

This voucher is refundable after one year if it is not used before its expiry date, the request for refund must be made within 15 days before the expiry date which appears on your voucher, using the form below : Covid-19 VOUCHER REFUND FORM.

In case of difficulties, you can contact our customer service : réclamation service client

Passengers who have benefited from territorial continuity have the possibility to request a voucher for the part of the ticket they have paid for.

If your flight is cancelled, you can request a full refund of your ticket, free of charge, in accordance with the usual refund procedures.

If you cancel your trip on your own initiative and if the fare conditions of your ticket do not allow for reimbursement ("non-refundable" ticket), you will be able to benefit from a credit note valid for 1 year, under the conditions defined in the previous section (see 2) Request a voucher).

Send your request until the day before your ticket expires (a ticket is valid for one year from the date of issue) via the form : Refund Request Form

If you have any problems, please contact customer service :customer claim service

Passengers who have benefited from territorial continuity have the possibility to claim reimbursement for the part of the ticket they have paid for.