General conditions of sale Ciel Plus upgrade
Any Customer who purchases a CIEL PLUS Upgrade declares that they are capable of entering into a contract, that they have read these General Terms and Conditions of Sale, and that they accept them without reservation. In exchange for payment of the fare, Air Austral offers the Customer the possibility of benefiting from the advantages and services of a more comfortable travel cabin
1. Definitions
The terms and expressions used in these General Terms and Conditions of Sale shall be defined as follows:
«Air Austral»: Société Air Austral, Limited Company under French law, whose registered office is located at Zone Aéroportuaire Gillot 97438 Sainte Marie, registered in Saint Denis La Réunion Trade and Companies Register under number SIREN 323 650 945
«Customer»: any individual holding an electronic ticket on a flight operated by Air Austral and wishing to purchase CIEL PLUS Upgrade.
«Loisirs Cabin»: is the area at the rear of the aircraft reserved for customers who have paid a Loisirs (Economy) fare
«Confort Cabin»: is the area of the aircraft between the Club Austral and Loisirs cabins reserved for customers who have paid a Confort (Premium Economy) fare
«Club Austral Cabin»: is the area of the aircraft reserved for customers who have paid a Club Austral (Business) fare
«General Conditions of Sale» or «Conditions» or «Present» are the present General Terms and Conditions defining the conditions of sale of CIEL PLUS Upgrade
«Points»: indicates points earned in the loyalty program MyCapricorne
«Price»: per person price including taxes for a CIEL PLUS Upgrade
«CIEL PLUS Upgrade» is the possibility for the Customer to travel in a higher cabin than the one initially booked, and to therefore benefit from all the advantages of this new cabin. CIEL PLUS Upgrade may be purchased by a Customer under the conditions set forth herein. The possibilities for CIEL PLUS Upgrade on Air Austral flights are as follows:
- From Loisirs Cabin to Confort Cabin, on Boeing 777 and A220
- From Confort Cabin to Club Austral Cabin on Boeing 777 only
- From Loisirs Cabin to Club Austral Cabin on Boeing 787 only
«Air Austral Flight »: Flight with an Air Austral flight number operated by Air Austral, that allows the purchase of a CIEL PLUS Upgrade
2 - Upgrade Option Purchase Conditions and Restrictions
2.1 - CIEL PLUS Upgrade is an upgrade offer proposed by Air Austral:
- As an auction bid up to 24 hours before departure
- As a fixed amount between 24 hours to 4 hours before departure
2.2 - CIEL PLUS upgrade is proposed on the following Air Austral routes:
- Réunion - Paris / Paris - Réunion
- Réunion - Bangkok / Bangkok - Réunion
- Mayotte - Paris / Paris - Mayotte
- Réunion - Mayotte / Mayotte - Réunion
- Réunion - Johannesburg / Johannesburg - Réunion
- Réunion - Nosy Be / Nosy Be - Réunion
- Réunion -Antananarivo / Antananarivo - Réunion
- Passengers travelling with children under 2 years of age;
- Unaccompanied minors;
- Passengers booked within a group of more than 9 people;
- Flight bookings which are not yet confirmed;
- Passengers travelling with a pet in cabin;
- Passagers having booked an extra seat (for comfort and/or medical reasons or cabin baggage, e.g. musical instrument);
- Passengers travelling with non-Revenue tickets (ID/AD/DM/GE/RG);
- Passagers having paid their ticket with a LADOM voucher or “continuité territoriale” voucher;
- Passengers travelling with a MyCapricorne award ticket;
2.3 - CIEL PLUS Upgrade may not be purchased by:
2.4 - The pricing conditions of the original ticket bought by the passenger will remain in place and will apply. They include, but are not limited to, the cancellation policy, the modification fees…The complete list of pricing conditions is available in the General Terms and Conditions of the original ticket.
2.5 – Any additional luggage bought on the initial flight shall apply on the upgraded flight. However, the other additional services bought by the passenger and related to the initial class of service cannot be refunded (eg seat selection, meals etc…).
2.6 – When a Customer places a bid, he does so for all the passengers of the original booking. The offered amount will be multiplied by the number of persons included in the original booking. Prior to submitting the credit card details the Customer will see explicitly the total amount for CIEL PLUS Upgrade. The Customer can modify or cancel their bid prior final validation.
2.7 - The acceptance of the offer is at the absolute discretion of Air Austral, as from 48 hours before departure. The acceptance of the offer is subject to availability of a seat in the service class of the upgrade. The Customer will be informed by e-mail if the offer is accepted or not.
3 - Payment
3.1 – Payment for CIEL PLUS Upgrade must be done through credit card (Visa, Mastercard or American Express)
3.2 –The Customer may revise or cancel their bid up to 48 hours before scheduled flight departure time, by using the link in the email received confirming the bid had been considered
3.3 – Air Austral may accept the offer any time between 48 and 24 hours before the scheduled flight departure time. In the event Air Austral accepts the bid, the Customer’s credit card shall be charged the full amount immediately, and Air Austral will issue an upgrade to each passenger included in the original flight booking. The total amount charged will include all applicable pre-payable taxes and fees for the Upgrade. If the offer is not accepted, nothing will be charged.
3.4 – Once the bid is accepted by Air Austral, the Customer is legally bound to complete payment for the price stated in his final bid and they are not entitled to withdraw anymore from CIEL PLUS Upgrade. In case Air Austral cannot deliver the Upgrade once the bid has been accepted, the amount charged will be refunded as soon as possible.
3.5 – When purchasing a CIEL PLUS upgrade option through our third party provider, payment may be subject to bank charges applied by the customer's financial institution. These fees, independent of Air Austral, vary depending on the policies of the card issuer or financial institution. Air Austral cannot therefore be held responsible for these fees: it is the customer's responsibility to contact their financial institution for any questions and/or disputes related to these direct debits.
4– Benefits of CIEL PLUS Upgrade
Customers who purchase CIEL PLUS Upgrade will benefit from the services offered to the passengers in the class price of Upgrade, especially
- Priority check-in
- Baggage allowance
- Priority luggage delivery
- Priority boarding
- Meals
- Lounge access, for CIEL PLUS Upgrades to Club Austral
Customers who have pre-booked a special meal are informed that their selected meal may not be available in the cabin to which they are upgraded
However, the Customer acknowledges that Air Austral will not be held responsible if it cannot guarantee the Customer of the regular services offered to passengers in the Upgraded class, in the event when the reason cannot be attributable to Air Austral. In this case, no partial refund or compensation is due to the Customer, unless otherwise stated
5- Terms and conditions of CIEL PLUS Upgrade
5.1 - Air Austral agrees to make every effort to respect the change of travel cabin that will take place following the purchase of CIEL PLUS Upgrade, in accordance with these Conditions. The Customer is hereby informed that Air Austral may be forced, for operational reasons related to safety and/or security requirements, to modify the possibility of using CIEL PLUS Upgrade, even after boarding. In this case, Air Austral shall not be held liable and the Customer who was unable to benefit from CIEL PLUS Upgrade purchased in accordance with the conditions set forth herein shall be reimbursed the price of CIEL PLUS Upgrade in accordance with the terms and conditions set forth in Article 6 "Refund conditions" below.
5.2 – CIEL PLUS Upgrade is personal and non-transferable. Any attempt at resale or transfer is prohibited and may result in cancellation without a refund.
5.3 – CIEL PLUS Upgrade purchased by a customer cannot be modified or exchanged except in the cases outlined in Article 6 "Refund Conditions"
5.4 – Air Austral does not guarantee specific seat assignments to passengers whose offers are accepted and who are upgraded
5.5- If due to equipment change the higher service class on the route for which the Customer purchased an upgrade is available but has a different interior fitting, no refund can be claimed.
5.6 - Customers who are members of MyCapricorne frequent flyer program earn Points based on their initial booking class. Customers also earn Points on CIEL PLUS Upgrade, on a specific earn scheme: 1 € spent = 1 Point
6 – Refund conditions
The Customer who has purchased a CIEL PLUS Upgrade will be entitled to a refund of the price of the CIEL PLUS Upgrade in the following circumstances:
- The flight on which CIEL PLUS Upgrade was purchased is cancelled and the Customer is not able to travel
- The flight on which CIEL PLUS Upgrade was purchased suffers from an aircraft change, and they travel in the initially booked cabin
If the refund is approved, the amount paid for the Upgrade will be refunded to the payment card that was used to pay for the Upgrade. Should refunds be approved, they will be processed in the currency in which the Upgrade amount was charged. If a foreign exchange rate must be applied in order to complete the refund in the currency of the originally charged Upgrade amount, a generally accepted prevailing rate will be used. This rate may be adjusted to account for conversion and other charges that the Airline may levy. In no respect shall the amount refunded be more than the amount charged in the original currency for the Upgrade.
The Customer may request a refund of the CIEL PLUS Upgrade Price by filling out an online claim accessible via the "Contacts/ Customer Service" section of our website
https://www.air-austral.com/en/about-air-austral/contact-us/customer-service.html
7 - Responsibility
Air Austral cannot be held responsible for indirect, immaterial or unforeseeable damage resulting from the purchase of the CIEL PLUS Upgrade.
Air Austral's liability is limited to the amount actually paid by the Customer for the Upgrade in the event of non-compliance with the obligations provided for in these Conditions.
8 - Force majeure
Air Austral will not be held liable and therefore shall not be in violation of its obligations in the event of non-performance of all or part of the services covered by these General Terms and Conditions, due to a case of force majeure as defined or interpreted by French case law. In this case, Air Austral undertakes to inform the Customer as soon as possible of the existence of a force majeure event affecting the execution of the services. The Customer will not be able to claim any indemnity, interest, or compensation due to the direct or indirect damages incurred because of failure to provide the services.
9 – Data protection and privacy policy
Air Austral is committed to protecting the personal data of its customers in accordance with the General Data Protection Regulation (GDPR) and the French “Informatique et Libertés” law.
- Data collected by Air Austral: As part of purchasing a CIEL PLUS Upgrade, Air Austral does not require any additional data beyond those already collected initially for the transport service; these data include:
- Identification data (last name, first name, date of birth)
- Contact details (email address, telephone number)
- Travel information (flight number, itinerary)
- Data collected by the third-party provider (Plusgrade): to manage CIEL PLUS Upgrades, the above date are transmitted to our provider Plusgrade. Plusgrade collects only the information necessary to carry out the service, in particular the data required for payment (credit card details) and undertakes not to keep this data beyond the period required for the service.
Customers’ personal data may be shared with third parties only in the following cases:
- With third party providers, such as Plusgrade, for the execution of CIEL PLUS Upgrades. These service providers are contractually required to respect data confidentiality and security.
- To comply with legal or regulatory obligations
In accordance with the regulations in force, Customers have the following rights concerning their personal data: right of access, rectification, limitation of processing, opposition, portability, or even to define directives relating to the fate of their data after their death.
To exercise these rights, Customers can contact the Data Protection Officer (DPO) of Air Austral at the following address, providing proof of their identity: [email protected]
Air Austral undertakes to respond to requests within one month of receipt. If a Customer considers that the processing of their personal data constitutes a violation of the applicable regulations, they also have the right to lodge a complaint with the Commission Nationale de l'Informatique et des Libertés (CNIL).
10 - Amendments to the present General Terms and Conditions of Sale
Air Austral reserves the right to make changes to these CIEL PLUS General Terms and Conditions at any time, or terminate the CIEL PLUS Upgrade offer at any time. The purchase of CIEL PLUS Upgrade will be subject to the General Terms and Conditions of Sale in effect at the time of booking unless a change to these General Terms and Conditions of Sale is required by law or governmental authority (in which case the change will also apply to all orders that have already been placed).
11 – Disputes
In the event of a dispute relating to the interpretation or execution of these General Conditions of Sale, the Customer undertakes to contact Air Austral customer service to attempt to resolve the dispute amicably.
In the absence of an amicable resolution, any dispute will be subject to the exclusive jurisdiction of the French courts. These Conditions are subject to French law.
The Customer also has the possibility of resorting to a mediation procedure, in accordance with the legal provisions in force, before initiating any legal action.