Publication date : october 13th 2026

1. Introduction to the Virtual Assistant

You are interacting with a conversational assistant powered by artificial intelligence technology, not with a human being.

This conversational assistant (hereinafter referred to as the "Assistant") is made available to you by Air Austral on the website www.air-austral.com.

The Assistant is designed to help you find information about Air Austral's products and services. It generates responses based on content and information provided by Air Austral, including website pages, frequently asked questions and reference documents included in its knowledge base.

The Assistant does not freely browse the Internet or search for information outside the sources made available to it.

Generative artificial intelligence technologies rely on probabilistic models. Despite the measures implemented to improve service quality and reliability, the Assistant may generate responses that are inaccurate, incomplete, imprecise or inappropriate to the context of your request.

Use of the Assistant is free of charge. No registration, account creation or prior identification is required. The Assistant can respond in French and English.

2. What the Assistant Can Do

The Assistant can help you to:

• Find information about bookings and payments, baggage, check-in, travel documents, onboard services, passengers requiring special assistance, territorial continuity schemes, the loyalty programme, destinations, travel insurance and contact options;
• Find the relevant page or section of the Air Austral website when the requested information is available there;
• Understand general information about the products and services offered by Air Austral;
• Direct you to the appropriate contact channel when your request cannot be handled by the Assistant.

The Assistant is therefore a service designed to help users search for and access information.

It does not replace Air Austral's customer service departments in handling individual requests.

3. What the Assistant Cannot Do

The Assistant does not perform any transactions or operations on your behalf.

In particular, the Assistant cannot:

• Make, modify or cancel a booking;
• Issue or modify a ticket;
• Process a payment;
• Issue a refund;
• Modify a loyalty account or its points balance;
• Access or modify your personal records.

The Assistant does not have access to customer accounts or booking records. In particular, it cannot access your booking, MyCapricorne account or points balance. It therefore cannot confirm information specific to your individual situation.

The Assistant does not allow conversations to be transferred directly to a customer service representative. When your request requires assistance from an Air Austral department, it will direct you to the appropriate contact channel.

The Assistant does not provide medical, legal, financial or insurance advice and does not make decisions that produce legal effects concerning the user.

The Assistant's responses are provided for informational purposes only.

They do not constitute a booking confirmation, a contractual amendment or a commercial commitment by Air Austral.

4. Verification of Information

Despite the precautions taken, the Assistant's responses may contain errors, be incomplete or fail to immediately reflect recent changes.

Users are therefore responsible for verifying essential information before making a booking, changing their travel arrangements or taking any other action.

In the event of any discrepancy, the General Conditions of Carriage, the fare conditions applicable to the ticket, the information contained in the passenger's booking and information provided by the competent authorities shall prevail over the Assistant's responses.

Particular attention should be paid to:

• Travel formalities and documents: passports, visas, entry authorisations, transit requirements, health requirements and other formalities are determined by the competent authorities of the countries concerned and may change;
• Real-time information: schedules, punctuality, availability, disruptions and flight status may change. The Assistant should not be considered a source of real-time information;
• Contractual travel conditions: Air Austral's General Conditions of Carriage and the fare conditions applicable to the ticket shall prevail.

Nothing in these Terms shall exclude or limit any rights granted to users under mandatory legal or regulatory provisions.

5. Conditions of Use of the Assistant

Users agree to use the Assistant fairly and in accordance with its intended purpose.

In particular, users agree to:

• Ask questions related to Air Austral's products and services;
• Not misuse the Assistant or attempt to make it generate content unrelated to its intended purpose;
• Not submit unlawful, offensive, defamatory or fraudulent content, or content that infringes the rights of third parties;
• Not attempt to gain unauthorised access to the system, its components, data or functionalities;
• Not use automated processes or submit large volumes of requests that could disrupt the operation, availability or security of the service;
• Not attempt to circumvent the security measures or rules governing the Assistant's operation.

The quality and relevance of responses may depend on the accuracy and context of the questions submitted.

6. Acceptance of These Terms

Before using the Assistant, users are invited to read these Terms of Use.

By clicking the button to start a conversation, users acknowledge that they have read and accepted these Terms.

Use of the Assistant is optional. Information about Air Austral's products and services remains available on www.air-austral.com and through the other contact channels provided by Air Austral.

7. Personal Data

Data Controller and Legal Basis

Air Austral acts as the data controller for personal data processed in connection with the use of the Assistant.

The purposes of processing carried out through the Assistant are to enable its operation, handle user requests, generate responses, assess and improve service quality, and ensure service security.

Such processing is based on Air Austral's legitimate interest in providing, improving and securing an online assistance service, in accordance with Article 6(1)(f) of the General Data Protection Regulation (GDPR).

Use of the Assistant does not require prior identification. The Assistant does not request users' names, contact details or booking references.

However, as messages are entered into a free-text field, they may contain personal data voluntarily provided by users. Users are therefore encouraged to share only the information strictly necessary for their request.

Data Processed

To operate the Assistant, handle requests and generate responses, the following data may be processed:

• The content of messages sent to the Assistant;
• The responses generated;
• A technical conversation identifier;
• The language used;
• Information relating to response ratings;
• Technical data strictly necessary for the operation and security of the service.

To ensure service security, users' IP addresses are processed solely in technical security logs. They are not associated with the content of conversations.

Data Processors and Data Transfers

Data processed in connection with the use of the Assistant may be processed on behalf of Air Austral by Peach Bots, acting as a data processor, and, where applicable, by technical service providers involved in the operation of the Assistant and the generation of its responses, to the extent necessary to provide the service.

In this context, certain data may in particular be processed by OpenAI to enable the generation of the Assistant's responses.

Where such processing involves the transfer of personal data outside the European Economic Area to a country that does not benefit from an adequacy decision issued by the European Commission, the transfer is governed by the Standard Contractual Clauses adopted by the European Commission, in accordance with applicable personal data protection legislation.

Conversation History

The conversation history may be stored locally in the user's browser, on their device, to allow conversations to continue across multiple visits.

Depending on the technical configuration of the service, the "New conversation" function allows users to clear the conversation history displayed in their browser and start a new conversation.

Independently of the history displayed on the user's device, conversation data may be retained by the systems involved in operating the Assistant under the conditions specified below.

Response Ratings

When a user rates a response using a thumbs-up or thumbs-down button, certain information relating to the question and response concerned may be recorded to assess and improve the quality of the Assistant.

This information may include technical identifiers for the conversation and messages concerned, as well as technical contextual information relating to the use of the Assistant.

When users indicate that a response was not helpful, they may be invited to select a reason and provide an optional comment, which may be recorded with the rating.

Users are encouraged not to include any personal or confidential information in such comments.

Information That Must Not Be Shared

Users are encouraged not to share any information with the Assistant that is not strictly necessary for their question.

In particular, users must not share:

• Bank account details, including RIB or IBAN information;
• Passwords or login credentials;
• Complete payment card details;
• Copies or numbers of identity documents;
• Health-related information;
• Any other sensitive or confidential information that is not necessary for using the service.

For any request concerning a booking, a MyCapricorne account, a complaint or any other individual situation requiring the disclosure of personal data, users must use the secure channels provided by Air Austral.

Data Retention Period

Conversation history with the Assistant is retained for a period of six (6) months from the end of the conversation.

IP addresses contained in technical security logs are retained for a maximum period of fourteen (14) days and are not associated with conversations.

Your Rights

In accordance with applicable personal data protection legislation, users have, subject to the conditions set out therein, the rights of access, rectification, erasure, restriction of processing, objection and, where applicable, data portability.

For any questions relating to the protection of personal data or to exercise their rights, users may contact Air Austral's Data Protection Officer (DPO) at the following address: dpo(at)air-austral.com.

Users also have the right to lodge a complaint with the French Data Protection Authority (Commission nationale de l'informatique et des libertés – CNIL).

8. Security and Availability

Air Austral and its service providers implement technical and organisational measures designed to ensure the security and confidentiality of data processed in connection with the Assistant.

However, like any digital service, the Assistant may experience interruptions, temporary unavailability, maintenance operations or technical incidents.

Air Austral may temporarily suspend all or part of the service when necessary, particularly for maintenance, security or technical development purposes.

9. Intellectual Property and Third-Party Websites

Content, trademarks, graphic elements and other materials accessible on the Air Austral website remain protected by the intellectual property rights of their respective owners.

These Terms do not transfer any intellectual property rights to users.

Users may use the Assistant and consult its responses for personal purposes. Any reproduction or reuse of protected content must comply with the rights of its owners and applicable legislation.

The Assistant may provide links to websites operated by partners, public authorities or other third parties. These websites are subject to their own terms of use and privacy policies. Air Austral has no control over their content or availability.

10. Liability

The Assistant is an information-search assistance tool based on artificial intelligence technology.

Due in particular to the probabilistic nature of this technology and the possibility that the information used to generate responses may change, Air Austral cannot guarantee that all responses provided by the Assistant will always be accurate, complete or up to date.

Users are therefore encouraged to verify any information that may affect their travel arrangements, particularly by consulting the official sources identified in Section 4.

In particular, the Assistant cannot replace information contained in a booking, the contractual conditions applicable to a ticket or information provided by the competent authorities.

The limitations set out in this section apply only to the extent permitted by applicable law and do not affect users' mandatory statutory rights.

11. Legal Information

The legal notices published on the Air Austral website apply to the use of the Assistant.

Legal notices: www.air-austral.com/mentions-legales.html.

Information relating to the processing of personal data in connection with the use of the Assistant is provided in Section 7 of these Terms.

Air Austral uses the solution provided by Peach Bots to operate the Assistant. Peach Bots acts as a data processor on behalf of Air Austral.

Peach Bots is a public limited company with share capital of EUR 147,589.60, whose registered office is located at 18 rue Robert Stümper, L-2557 Luxembourg, registered with the Luxembourg Trade and Companies Register under number B254034.

12. Applicable Law, Complaints and Mediation

These Terms are governed by French law, without prejudice to any mandatory provisions that may apply to users.

Any complaint relating to Air Austral's services must first be submitted to the airline in accordance with the procedures indicated on its website.

Once all internal complaint procedures have been exhausted, and subject to the applicable eligibility requirements, consumers may refer the matter free of charge to the competent mediator, whose contact details and referral procedures are specified by Air Austral in its contractual documents or legal notices.

Users retain the right to bring proceedings before the competent courts in accordance with applicable law.

13. Changes to These Terms and Contact

Air Austral may amend these Terms to reflect, in particular, changes to the operation of the Assistant, its functionalities, its service providers or applicable regulations.

The applicable version is the one available at the time the Assistant is used. The date of the latest update is indicated at the beginning of this document.

For any questions relating to the use of the Assistant, users may contact Air Austral through the contact channels available on its website.

For any questions relating to the protection of personal data or to exercise their rights, users may contact Air Austral's Data Protection Officer (DPO) at the following address: dpo(at)air-austral.com.