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In case of contingencies: Is your flight delayed or cancelled?
Air Calédonie makes every effort to ensure the smooth running of your trip and ensure your safety as well as your satisfaction.
However, the hazards inherent in air transport must be taken into account when preparing your trip. Air Calédonie thanks its passengers for their understanding in the event of operational hazards. Each situation is unique and our teams are mobilizing for everyone’s satisfaction, while prioritizing everyone’s safety.
Air Calédonie will notify you by SMS and email, using the contact details provided at the time of booking, of any changes affecting your trip. The airline will make every effort to ensure you are transported to your intended destination as soon as possible.
Either an appropriate alternative will be arranged and you will receive your updated itinerary, or the airline may not have an immediate solution. In that case, you will be informed that your flight has been cancelled, and you will be able to indicate your preferred course of action (see the procedure in case of a cancelled flight).
1.
- If the cause is internal to the airline (technical issue, staff strike, etc.): the airline is held responsible and may, depending on certain criteria, provide accommodation or other support while an alternative transport solution is arranged.
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If the cause is external (weather conditions, airport closure, third-party strike, etc.): the airline cannot be held responsible, and any expenses incurred due to this disruption will be at your own cost.
2. To express your preference for rebooking or compensation:
Fill out the dedicated form to indicate your choice (immediate transfer to another flight or transport option, refund, or postponement of travel to a later date).
3. Inform the station manager in special cases:
Such as health issues, emergencies, or an upcoming international connection. If your situation requires special attention, this will allow you to be given priority for any rebooking options.
The airline covers accommodation and meals (excluding alcohol) for passengers stranded during a layover on their return journey, provided they do not already have accommodation at the affected stopover and their itinerary was booked as a round trip under the same reservation.
Important: If a passenger refuses a proposed rebooking or any alternative transport solution offered by the airline, the support ends on the date of the initially proposed solution.
In the event of a flight cancellation due to an internal cause, you may:
– Receive care vouchers provided by the airline:
Air Calédonie works with partner hotels at each destination to ensure accommodation for passengers affected by a cancellation. Passengers who are covered by this support will not need to pay upfront costs.
nly our station managers are authorized to issue the care vouchers that allow our partner hotels to provide you with accommodation. If support needs to be extended, our services will notify the hotel partners directly, and you will not need to take any further action.
– Pay for expenses in advance and request reimbursement according to the airline’s reimbursement policy.
Reimbursed amounts are capped for each passenger type**. To ensure your request is processed properly, you must complete the dedicated reimbursement form and submit supporting documents, such as invoices or receipts that include a RIDET number and a breakdown of TGC (General Consumption Tax), where applicable.
| Stopover | 1-night accommodation (based on 2 adults) | Breakfast (per adult) | Lunch (per adult)* | Dinner (per adult)* (base 1 adulte) |
| Nouméa | 12,000 XPF | 1,500 XPF | 3,000 XPF | 4,500 XPF |
| Loyalty Islands and Isle of Pines | 20,000 XPF | 2,000 XPF | 3,500 XPF | 4,500 XPF |
| Port-Vila | 12,000 VUV | 1,000 VUV | 2,000 VUV | 4,500 VUV |
Nouméa
1-night accommodation (based on 2 adults): 12,000 XPF
Breakfast (per adult): 1,500 XPF
Lunch (per adult)*: 3,000 XPF
Dinner (per adult)*: 4,500 XPF
Loyalty Islands and Isle of Pines
1-night accommodation (based on 2 adults): 20,000 XPF
Breakfast (per adult): 2,000 XPF
Lunch (per adult)*: 3,500 XPF
Dinner (per adult)*: 4,500 XPF
Port-Vila
1-night accommodation (based on 2 adults): 12,000 VUV
Breakfast (per adult): 1,000 VUV
Lunch (per adult)*: 2,000 VUV
Dinner (per adult)*: 4,500 VUV
* For one adult, excluding alcohol
** Children aged 2 to 12 are eligible for reimbursement ceilings equal to 50% of the adult rates.
For international tourists whose departure flight from Magenta is cancelled, a refund of eligible expenses may also be issued upon presentation of receipts, within the above-mentioned limits.
The cost of purchasing essential items may be reimbursed by the airline. We invite you to submit your reimbursement request via the dedicated form and provide us with your purchase receipts.
In the event of an extended stay, car rental expenses will not be reimbursed, even in the case of a cancellation attributable to the airline.
However, the airline will cover transportation between the provided accommodation and the airport, either when it arranges your accommodation or upon presentation of supporting documents.
Good to know
- In the event of hazards, the company informs all of its passengers by sms/email, so it is important to ensure that you give the useful contacts when making your reservation.
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The company takes into account, as far as possible, priority criteria when organizing the rebooking of passengers affected by a cancellation: priority personnel reported to the station manager, order of receipt of the regularization form, etc. It is therefore essential to inform our services of your preferred regularization option as soon as possible.
Transfers are made based on the availability of seats on already scheduled flights. During peak periods, delays may be expected. - The company is unable to directly contact each of the passengers in question by telephone. Therefore, if the proposed solution is not suitable, or if you have not been informed of a solution, we invite you to contact our teams directly.
Exception
Air Calédonie is responsible for the transportation of its passengers and their baggage from the airport of origin to the airport of destination as specified on the purchased ticket. Therefore, the airline urges its customers to make all necessary arrangements for their personal requirements, whether preceding or following their domestic flight (such as international connections, personal appointments, etc.).
