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December 10 2024 –  Disruptions expected until Friday, December 13.

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Terms and conditions

Any purchase of an Air Calédonie plane ticket, regardless of the method of reservation and/or the point of sale, implies acceptance by the customer of the General Conditions of Sale, the General Conditions of Carriage and the special conditions applicable to the ticket(s) they have chosen.

Infos

Good to know

The purchase of a plane ticket is governed by the texts in force in New Caledonia and by these conditions, it being specified that the metropolitan tourism code does not apply in New Caledonia.

 

Air Calédonie reserves the right to modify or, more generally, to update these general conditions at any time and without notice. We invite you to consult them regularly.

Find below our general conditions

Accompanist

Refers to the travel companion of a person with a disability, responsible for their personal needs.

International Agreements (IIA and MIA) of the International Air Transport Association (IATA)

Refers to the inter-carrier agreements related to the liability of air carriers, signed on October 31, 1995, in Kuala Lumpur (IIA) and on April 3, 1996, in Montreal (MIA). These agreements have been applicable to member carriers of the International Air Transport Association (see IATA) since April 1, 1997, and fall within the legal framework of international texts on carrier liability designated under points (a) to (d) of the term “Convention” defined below.

Chartering

Refers to the operation whereby the Carrier who has entered into a Transport Contract with the Passenger (“Contractual Carrier”) delegates to another Carrier (“Actual Carrier”) the responsibility of carrying out all or part of the Air Transport. It also refers to the operation whereby any other contractor of the Passenger (for example, a travel organizer) entrusts a Carrier with the task of ensuring all or part of the Air Transport.

Accredited or Authorized Agent

Refers to a natural or legal person authorized by the Carrier to represent it in the sale of air transportation tickets for its services or those of another Carrier, if the agent is authorized to do so. The Carrier may be designated as an accredited agent if it has sold AIR CALEDONIE transport tickets to the Passenger, including via its website or telephone reservation center.

Travel Agency

A company that creates and sells travel packages. It acts as an intermediary between clients and service providers in the tourism industry (tour operators, airlines, car rental companies, hotels, etc.).

Allotment

The quantity of seats allocated by contract by an airline to a tour operator.

Pets

Refers to a domestic animal accompanying the Passenger, either in the cabin or in the hold, for which the Passenger is either the owner or a person responsible for the animal on behalf of the owner during the journey.

Flight Cancellation

A flight is considered canceled when the originally scheduled flight does not take place. In the event of a cancellation, a replacement flight will be arranged. This implies a change in flight number or flight plan. If the flight number remains the same, it is considered a delay, not a cancellation.

Voluntary Stop-over

Refers to a scheduled stop made by the Passenger during their journey at a stopover point between the place of departure and the destination, as indicated on the Ticket or in the Schedules

Self-sufficient

Means that a person does not require services related to a disability beyond those normally provided by the Carrier or those that applicable law requires the Carrier to provide.

Beneficiary

(see “Person Entitled to Compensation”)

Bagages

Refers to the personal effects and other items accompanying the Passenger during their journey. Unless otherwise specified, this term refers to both Checked Baggage and Unchecked Baggage.

Checked Baggage or “Hold Baggage”

Refers to Baggage that the Carrier has taken into its custody and for which a Baggage Check or Identification Tag has been issued.

Unchecked Baggage or “Cabin Baggage”

Refers to any Baggage other than Checked Baggage. Unchecked Baggage remains in the custody of the Passenger.

Infant

Refers to any child under two years old up to the departure date of the transport.

Ticket

Refers to a valid document establishing the Passenger’s right to transport, in the form of a non-material transport document, including electronic tickets, issued or authorized by the Accredited Agent. It embodies the Transport Contract and includes the Flight Coupons, Passenger Coupons, notices to passengers, and references these General Conditions of Carriage.

Conjunction Ticket or Supplementary Ticket

Refers to a Ticket issued for the Passenger in conjunction with another Ticket, with both constituting a single Transport Contract.

Electronic Ticket

Refers to a Ticket stored by the Carrier, or on its behalf in a reservation system, as evidenced by the Travel Memo (also called “Itinerary/Receipt”), the Electronic Flight Coupon, or any other document of equivalent value, issued by the Carrier or by an Accredited Agent.

 BSP

Literally stands for “Billing and Settlement Plan” or “Bank Settlement Plan.” It is a clearinghouse created by IATA, which processes monthly payments for airline tickets sold by IATA-accredited travel agencies and redistributes these amounts to member airlines.
The IATA Billing and Settlement Plan operates in 71 countries for 390 participants (airlines and others), covering 150 countries and territories.

Baggage Check

Refers to the identification tag issued by the Carrier and affixed to the Ticket, pertaining to the transport of Checked Baggage. .

Route Change

Means issuing a new ticket, or honoring an existing ticket, covering transport to the original destination but via a route different from the one indicated on the ticket.

Extraordinary Circumstance

Refers to events that, by their nature or origin, are not inherent to the normal operation of the air carrier’s activity and are beyond the carrier’s effective control.

Class

Corresponds to the set of services offering a uniform level of comfort. This level of comfort may apply to a seat.

Client

Refers to the natural or legal person who books or purchases a Ticket for themselves or another person.

Carrier Designation Code

Refers to the code assigned by IATA, identifying each member carrier of this organization with two or more alphabetical, numerical, or alphanumeric characters, appearing on the Ticket next to the flight number. The code designating the AIR CALEDONIE carrier is “TY.”

Code Share

(see “Code Share Flight”)

Airlines (or Air Carrier)

A company that holds licenses and transport certificates granting it the right to transport passengers and goods between domestic or international destinations. It is also authorized to sell its tickets directly.

Fare Component

Refers to the fare paid for the portion of the journey between the origin and destination or Stopover point.

Special Conditions

Refers to specific rules applicable under local law for a given market. These conditions are set forth in Titles II and III of these terms.

General Terms and Conditions of Sale and Carriage

Refers to these general conditions..

Contract of Carriage

Refers to the statements and stipulations attached to the Ticket or Itinerary-Receipt (Travel Memo), identified as such and incorporating these General Terms and Conditions of Sale and Carriage as well as passenger notices.

Convention

Refers, as the case may be, to the following official documents applicable to the contract of carriage:
· The Convention for the Unification of Certain Rules Relating to International Air Transport, signed in Warsaw on October 12, 1929 (referred to as the Warsaw Convention).
· The Warsaw Convention, as amended at The Hague on September 28, 1955.
· The Supplementary Warsaw Convention, as amended at Guadalajara on September 18, 1961.
· The Montreal Protocols No. 1, 2, and 4 (1975), modifying the Warsaw Convention.
· The Convention for the Unification of Certain Rules Relating to International Air Transport, signed in Montreal on May 28, 1999.

Connection

Changing aircraft and sometimes airlines (or even airports) in an intermediate city between the departure and arrival points. A connection involves two different flight numbers.

Coupon

Refers to either a paper Flight Coupon or an Electronic Coupon, each containing the name of the Passenger scheduled to take the flight identified on the Coupon.

Passenger Coupon or Passenger Receipt

Refers to the portion of the Ticket issued by the Carrier or on its behalf, identified as such, which must be retained by the Passenger.

Flight Coupon

Refers to the portion of the Ticket marked “valid for transportation,” or, in the case of an electronic ticket, the Electronic Coupon indicating the specific points between which the Passenger is to be transported.

Electronic Coupon

Refers to an Electronic Flight Coupon or any other document of equivalent value, stored digitally in the Carrier’s Reservation system.

CRM

Acronym for “Customer Relationship Management.” It primarily refers to online software with functions designed to automate and improve customer relations.

Declared Value or Special Declaration of Interest

Refers to the declaration made by the Passenger at the time of handing over Checked Baggage, specifying a value higher than the liability limit set by the Convention, upon payment of an additional fee.

Currency

Foreign money.

Damage

Covers harm in the event of death or bodily injury that a Passenger may suffer, or arising from delay, total or partial loss of baggage, or any other damage arising from or directly related to Air Transport as defined below.

Applicable Law

Refers to all laws, rules, regulations, orders, treaties, conventions, decrees, and Carrier instructions, in each case to the extent applicable to the services provided under the Contract of Carriage.

Special Drawing Rights (SDR)

Refers to a unit of account of the International Monetary Fund (IMF), the value of which is periodically determined by the IMF based on a basket of key currencies.

Boarding

The act of getting on board the aircraft. The boarding gate number is indicated on the boarding pass obtained during check-in. To board, one must pass through security with this pass and the necessary travel documents.

Check-in

The process of validating a passenger’s travel and checking in their hold baggage. This operation can be done at the airline’s counters, online, at a kiosk, or via a mobile phone.

Stopover

A stopover occurs when a passenger arrives at an intermediate point, and their departure is not scheduled within 24 hours of their arrival.

Intermediate Stops

Refers to points, other than the points of origin and destination, indicated on the Ticket or listed in the carrier’s Schedules as scheduled stops on the Passenger’s itinerary.

Baggage Tag

Refers to the part of the Identification Tag affixed to the Checked Baggage.

Immediate Family

Refers to the spouse, partner (including cohabitation and civil union), children, stepchildren, grandchildren, parents, stepparents, grandparents, brothers, half-brothers, sisters, half-sisters, daughters-in-law, sons-in-law, fathers-in-law, mothers-in-law, aunts, uncles, nieces, nephews, brothers-in-law, and sisters-in-law.

Identification Tag

Refers to a tag issued by the Carrier solely for the identification of Checked Baggage, which includes one part affixed to the Baggage (“Baggage Tag”) and another part given to the Passenger for identification of said Baggage (“Baggage Receipt”).

Force Majeure

Refers to all circumstances beyond the Carrier’s control, which could not have been avoided despite all legitimate measures being taken, and as a result of which the Passenger can no longer reasonably expect the Carrier to perform the contract. These circumstances notably include situations of political instability (war, insurrection, airport closures, embargoes, sequestration, hostilities, international unrest, government directives), weather conditions preventing the proper execution of the concerned flight (floods, earthquakes, hurricanes, cyclones, typhoons, dense fog, severe storms, snow or ice on the takeoff or landing runway), security risks to Passengers (terrorist attacks, bomb threats, hijackings, requisitioning of the aircraft or seats during the flight under official mandate, fire or explosion, sabotage), airspace closure, unforeseen flight safety issues (such as mechanical failures, missing or malfunctioning airport equipment due to, for example, navigation system failures, de-icing issues, X-ray checkpoint congestion, air traffic information system failures), diversion/avoided zone due to illness or childbirth on board and/or unruly Passenger(s), epidemics, strikes affecting the Carrier’s operations, including an air traffic controller strike, an air traffic control decision regarding a specific aircraft on a given day, resulting in a long delay or cancellation of one or more flights of that aircraft.

Associated Fees

Refers to fees appearing in the fare construction box on the ticket.

Ticketing Fees

Refers to fees charged, if applicable, to the Passenger by the Carrier or its Accredited Agent in exchange for the issuance of the Ticket.

The amount is determined by the Ticket issuer (the Carrier or the Accredited Agent, as applicable).

Modification Fees

See “Service Fees.”

 Reissue Fees

See “Service Fees.”

 Refund Fees

See “Service Fees.”

Service Fees

Refers to fees charged, if applicable, to the Passenger by the Carrier and/or the Accredited Agent, notably for the issuance of the Ticket (“Ticketing Fees”), for modification (“Modification Fees”), for reissuing (“Reissue Fees”), for refund (“Refund Fees”), or for invoicing (“Billing Fees”) of a Ticket. The amount is determined by the Carrier or the Accredited Agent.
The Passenger is informed by the Carrier or the Accredited Agent of the applicable Service Fees before finalizing their Booking. If the Accredited Agent is AIR CALEDONIE, these service fees are non-refundable.

Baggage Allowance

Refers to the maximum quantity of Baggage (in number and/or weight and/or dimensions) set by the Carrier with which each Passenger may travel. It may vary from one Airline to another, from one leg of the journey to another, and from one travel class to another. The baggage allowance for hold Baggage is mentioned in the Travel Memo.

Group

Refers to the minimum number of passengers specified in connection with the fare, as provided by the applicable fare rules. Individuals who do not meet the minimum passenger count cannot travel on group fares, even if they pay the minimum number of fares, unless specifically permitted by the fare rule.

Aircraft Arrival Time

Refers to the time when the aircraft stops at the disembarkation gate (not the landing time). The aircraft arrival time is indicated on the ticket.

 Aircraft Departure Time

Refers to the time when the aircraft leaves its parking position (not the takeoff time). The aircraft departure time is indicated on the ticket.

 Latest Boarding Time

Refers to the deadline, as indicated for each flight, by which the Passenger must present themselves at the boarding gate.

 Check-in Deadline (HLE) or End of Check-in

Refers to the deadline, as indicated for each flight, by which the Passenger must have completed their check-in formalities, including for their Baggage, and be in possession of their boarding pass or access card. The Check-in Deadline does not correspond to the Passenger’s arrival time at the airport.

 Timetables

Refers to the schedule of aircraft departure and arrival times, as mentioned in the schedules published by the Carrier or under its authority, or made available to the public electronically.

 Hub

A transfer platform where departures and arrivals are scheduled to minimize transit time.

 IATA (International Air Transport Association)

Refers to the International Air Transport Association, established in April 1945 in Montreal. Its mission is to encourage the development of safe, regular, and economical air transport, promote air commerce, and address related issues.

 Compensation

Under the Law, compensation (subject to certain conditions and limits) can be obtained from the carrier if its liability is engaged, notably in cases of material damage, loss, or consequential delay of baggage, flight cancellations, delays, and bodily injury to passengers. Purchasing additional insurance may allow for increased compensation amounts.

 Interline

Refers to using the services of more than one Carrier in connection with a specific fare.

 Itinerary

Refers to the Carrier(s), city(ies), class of service, and/or type of aircraft (jet or propeller) providing transportation between two points.

 Days

Refers to calendar days, with the understanding that in the case of notification, the day of dispatch is not counted, and to determine the validity period of a Ticket, the day of Ticket issuance or flight departure is not counted.

 Travel Memo or Itinerary-Receipt

Refers to one or more documents issued by the Carrier to the Passenger, which attest to the issuance of an Electronic Ticket and contain the Passenger’s name, flight details, and notices to Passengers.

 MAAS

Refers to an assistance service for individuals who may have difficulty navigating the airport (Persons with Reduced Mobility, elderly persons, or persons with disabilities).

 No show

Refers to a Passenger who fails to check in or who arrives late, after the Check-in Deadline.

 Non-transferable, non-reroutable

Mentions often marked on a ticket indicating that it is not usable on another airline and that no itinerary changes are possible.

 Valuables

To be kept in the cabin as the carrier’s liability is very limited in case of loss. If regular insurance does not cover the loss or theft of such items, additional coverage should be obtained. Remember to keep purchase receipts to avoid issues at customs, and declare items if their value exceeds the legally allowed limit for duty-free allowances.

 Security Object

Refers to any item that, for safety or security reasons, cannot be transported, in accordance with applicable law.

 Open Ticket

A ticket for which the return date can be freely set within the validity period.

Open Jaw or “Mixed-Ticket”

Allows a passenger to arrive in one city and depart from another, not necessarily in the same country.

Air Pass

A package allowing multiple trips (with a limited or unlimited number of flights depending on the case) within one or more countries.

Passenger (or pax)

Refers to any person transported or to be transported by air with a valid Ticket, from the execution of the transportation contract until its completion, excluding the crew members.

 Passenger with Reduced Mobility

Refers to any person whose mobility is reduced when using a means of transport due to a physical (sensory or motor, permanent or temporary) disability, intellectual impairment, age, or any other cause of disability, and whose condition requires special attention and adaptation of services provided to all Passengers.

 Standby Passenger

A Passenger who will be boarded on a flight subject to seat availability at the time of departure, and only after all passengers with a reservation for that flight have been boarded. Not all flights are available for standby.

 Penalties

Refers to a flat fee paid by the Passenger for modifying or refunding their ticket if it is refundable or modifiable.

 Person Entitled to Compensation

Refers to the Passenger or any person who can claim compensation on behalf of the Passenger under applicable law.

 Applicable Full Fare

Refers to the one-way fare, whether specifically published or derived by interpretation, for the designated service class in the official general schedule or the aircraft cabin used by the passenger.

Transfer Point

Refers to any point where the passenger switches from one service to another of the same carrier (with a different flight number) or to another carrier’s service.

Promotional Price

A special fare used as a basis for an agency’s or airline’s advertising for a particular destination.

Frequent Flyer Program

A system that allows passengers traveling on the airline’s routes (or those of partner airlines, hotels, or car rental companies) to accumulate “miles” or kilometers, which can then be redeemed for free tickets or other benefits.

 Baggage Receipt

Refers to the part of the Identification Tag issued to the Passenger by the Carrier concerning the transport of Checked Baggage.

 Passenger Receipt

See “Passenger Coupon.”

 Carrier’s Regulations

Refers to all rules, other than these Conditions, published by the carrier and in effect on the date of ticket issuance, relating to the transport of passengers and/or baggage, including applicable fares on that date.

 Aeronautical Fee

A fee paid by airlines to finance airport operations.

 Noise Fee

A surcharge on the landing fee based on the aircraft’s noise level.

 Landing Fee

A fee due at each aircraft landing to finance costs related to the use of the runway and taxiways. It is based on the aircraft’s maximum takeoff weight as listed on its airworthiness certificate.

Ground Handling Fee

A fee paid by aircraft operators for using the airport’s facilities and services provided for aircraft assistance.

 Parking Fee

A fee for using aircraft parking space, based on the aircraft’s tonnage and parking duration.

Passenger Charge

A fee paid by airlines for each passenger boarding a commercial flight, used to cover costs related to the use of the terminal.

 DOT Hazardous Materials Regulations

Refers to the hazardous materials regulations issued by the U.S. Department of Transportation’s Materials Transport Office in Title 49 of the Code of Federal Regulations, Parts 171 to 177 (49 CFR 171-177), as may be amended.

 Reservation

Refers to any transport request made by a registered Passenger with the Carrier or its Accredited Agent.

Routing

Refers to the flight path taken by aircraft, which is mainly determined by airlines, flight schedules, aircraft types, or even seasons.

AIR CALEDONIE Website

Refers to the website www.air-caledonie.nc.

 Aviation Safety

Refers to measures taken onboard or during a flight. The cabin crew is required to present safety procedures before takeoff: use of seat belts, life vests, oxygen masks, emergency exits. These instructions are also available on a leaflet placed in front of each seat. Depending on the flight’s progress, certain precautions may be requested of passengers, such as keeping seat belts fastened.

 Short Takeoff and Landing (STOL)

An term referring to an aircraft capable of taking off and landing on very short runways.

 Available Seat Kilometer (ASK)

A unit of measurement in air transport: it represents the seating capacity on a given route. It is the product of the number of available seats and the distance (expressed in kilometers) between the point of departure and the destination.

Standby

Last-minute boarding based on available seats.

 Flight Status

Determines the boarding possibilities (also visible on the ticket):

  • OK: Seat confirmed
  • WT: Flight full, waiting list
  • RQ: Seat requested, neither confirmed nor denied.

Stopover / Transfer

When a passenger stays at a location for more than 24 hours (or even several days), it is called a stopover. If the passenger does not leave the airport or stays less than 24 hours in the country, it is considered a transfer.

 Aviation Security

Security refers to preventing terrorist acts, primarily through baggage screening before entering the boarding area. All carry-on luggage must pass through electronic screening devices, with contents viewed on a screen. Each passenger must also pass through a detection gate. Any unattended or abandoned baggage may be destroyed at any time, without compensation for its owner.

 Overbooking or Overselling

Selling more seats than are available on an aircraft, which means some passengers cannot board. This is a common practice by airlines. To reduce the risk, it’s advisable to arrive on time for your check-in. In the event of overbooking, the affected traveler is entitled to compensation.

 Tag

See “Baggage Tag.”

 Fares

Refers to the cost of transport reserved by the Passenger, within a booking class, for specific routes, flights, and, if applicable, dates.

 Net Fare or “Excluding Tax Fare”

Refers to the fare charged to the Passenger, excluding Taxes and Issuance Fees.

 Negotiated Fare or Discount Fare

A price negotiated between tour operators and airlines for charter or other flights.

 Taxes

Refers to fees, taxes, and charges imposed by a government, airport operator, or any other authority as defined in Article 4 below.

 Transfer

Refers to a switch from one carrier’s flight to another; or a switch between two flights of the same carrier with the same flight number; or a switch between two flights with different flight numbers of the same carrier, whether or not a change of aircraft is involved.

 Transit

The period or area designated for passengers changing aircraft during a stopover on a direct flight.

 Air Transport (or Air Travel)

Refers to the transportation of the Passenger and their Baggage under the applicable Convention.

 International Transport

Refers to transportation where, according to the transport contract, the departure and any landing points are in more than one state. In this context, “state” includes all territories under the sovereignty, mandate, authority, or trusteeship of that state.

 Carrier

Refers to AIR CALEDONIE or any other carrier whose Designator Code appears on the Ticket or on a related or supplementary Ticket.

Contractual Carrier or “Contracting Carrier”

Refers to the operator that enters into a transport contract with a Passenger or their representative, whose Designator Code appears on the Ticket.

 Actual Carrier or “Operating Carrier”

Refers to the carrier operating the flight, which could be the contractual carrier or any other carrier acting on their behalf (e.g., code sharing, chartering).

 UM (or “Unaccompanied Minor”)

Refers to an unaccompanied child aged 6 to 11 years old (inclusive) traveling alone.

 Direct Flight

A flight with a single flight number and no aircraft change, possibly involving intermediate stops or technical stops requiring passengers to disembark.

 Code-Share Flight

A flight operated by an airline that may either be the Contractual Carrier with whom the Passenger has a contract of carriage (“Contracting Carrier”), or another carrier (“Operating Carrier”) to whom the Contracting Carrier has assigned its Designator Code.

 Rail/Maritime/Road Flight

Refers to “combined transport” where Air Transport and other modes of transport are sold jointly and may be subject to different liability regimes.

 Domestic or Internal Flight

Any flight where the city of departure and the city of destination are within the same state, in territorial continuity.

 International Flight

As defined by the Convention, any flight for which the departure and destination points (and possibly any stopover points) are located in the territory of at least two states parties to the Convention, regardless of intermediate stops or aircraft changes. This also includes flights within a single state if an intermediate stop is planned in another state, whether or not that state is a party to the Convention.

 Air Travel

See “Air Transport.”

 Round Trip

Refers to any journey where the final destination is the point of origin and which constitutes a legal itinerary, including one outbound and one return segment. Reservations for all segments of a round-trip fare must be confirmed within the same Passenger Name Record (PNR).

Title I – General Provisions Applicable to Domestic and International Flights

This title applies to all flights, whether domestic or international.


Any reservation or ticket order, or acceptance of a quote from the Company by the Customer, implies the express and unconditional acceptance by the latter and the Passengers of these General Conditions of Sale and Transport, subject to any special provisions applicable to the situation. In cases where special provisions apply, if there is a conflict between the special provisions and Title 1 of these conditions, the special provisions shall prevail.

The General Conditions of Sale represent the entirety of the obligations of the parties and apply to the exclusion of any other conditions. In this sense, the Customer is deemed to accept them without reservation.

The terms of the Transport Contract are the conditions referred to in the Passenger’s Ticket.
Subject to the provisions of paragraphs 2 to 4 below, these General Conditions of Transport apply to any flight, or portion of a flight, for which the AIR CALEDONIE Designator Code appears in the “Carrier” box of the corresponding Ticket or Coupon.

These General Conditions of Transport also apply to transportation provided free of charge or at a reduced rate, unless otherwise specified in the Transport Contract or any other contractual document that binds AIR CALEDONIE to the Passenger.

All transport is subject to the General Conditions of Transport in effect on the day of departure as indicated on the electronic ticket and the fare rules in effect at the time of the Passenger’s Reservation. The Carrier may modify these General Conditions at its discretion; therefore, it is the Passenger’s responsibility to regularly review them, particularly before their departure, especially concerning the General Conditions of Transport.

When the Client clicks on “I confirm that I have read and accept the General Conditions,” they are then irrevocably bound to the Carrier. This acceptance cannot be challenged at any time.Le Transport peut être soumis à des dispositions particulières, lesquelles prévalent sur les présentes Conditions de Transport en cas de contradiction.

The transport may be subject to special provisions, which prevail over these Conditions of Transport in case of a conflict.

These General Conditions of Transport are established in accordance with the applicable law governing transport in force.

These General Conditions of Sale and Transport are available from AIR CALEDONIE or its Accredited Agents and are accessible on the AIR CALEDONIE website.

If the Transport is carried out under a Charter Agreement, these Conditions only apply insofar as they are attached, incorporated, or referred to by reference or otherwise in the Charter Agreement or in the Ticket.

Certain flights or air services of the carrier may be subject to a “Code Share” agreement with other Carriers. In such cases, a carrier other than the one indicated on the Ticket (with whom the Passenger may have made the Reservation) may operate the air service in question.

In any case, the applicable General Conditions of Sale are those of the Company selling the Ticket, and the applicable General Conditions of Carriage are those of the Carrier whose designation code appears on the ticket.

For code-sharing services on flights operated by other carriers, if the General Conditions of Carriage of the Actual Carrier do not apply, these General Conditions of Carriage will apply.

In such a case, the Passenger will be informed of the identity of this carrier at the time of Reservation by the Accredited Agent or, at the latest, during check-in.

It is advisable to consult the terms of flights operated by another carrier under a code-share agreement and become familiar with check-in times, requirements and policies regarding the Transport of unaccompanied minors, the Transport of animals, refusal of Transport, oxygen devices, operational irregularities, denied boarding compensation, baggage allowances, etc.

Information on AIR CALEDONIE’s code-share partners is available on their respective websites.

These General Conditions of Carriage apply to the extent that they are not contrary to applicable law and public policy regulations, in which case such law or regulations shall prevail. The potential invalidity of one or more provisions of these General Conditions of Carriage shall not affect the validity of the other provisions, unless the Transport Contract cannot substitute for the provision declared null and void, and that provision is decisive and essential to the existence of said Contract.

These conditions may be translated into several languages. In the event of a discrepancy between the French version of this text and any other translated version, the French version shall prevail.

The Passenger agrees to provide the Carrier or the Accredited Agent with all the information necessary for completing the reservation as well as their contact details so that they can be notified about updates concerning their flight. In this regard, the list of required information is available and detailed in the Privacy Policy.

It is strongly recommended that Passengers provide their phone number (preferably mobile) and a valid email address to be contacted in real-time by the Carrier in case of flight modification, cancellation, schedule changes, etc. Failing to provide this information, the Passenger is informed that they will not be able to benefit from their right to be informed in case of flight irregularities.

Reservations will only be confirmed once they are recorded in the Carrier’s computer reservation system. The Carrier can provide, upon request, confirmation of the Reservation.

Some fares may be subject to conditions that limit or exclude the possibility of modifying or canceling Reservations.

The deadline for payment of the Reservation is expressly notified to the Passenger by Air Calédonie or its accredited agent at the time of reservation. If the payment of the Reservation has not been made by 11:59 p.m. of the day indicated as the deadline and in the absence of a credit agreement with the Carrier, Air Calédonie reserves the right to cancel the Reservation without prior notice and to dispose of the seat thus released without the Carrier being held liable. As soon as the payment of the Reservation is made, it becomes an Electronic Ticket.

Depending on the fare conditions applicable to your Reservation, seat reservations may be considered an optional service, and in such cases, fees will apply.

The current rules and fees are available on our website as well as from our authorized Agents. These rules and fees may be modified at any time by the Carrier without prior agreement.

In any event, the Carrier will make every effort to accommodate seat assignment requests but cannot guarantee the allocation of any specific seat. The Carrier reserves the right to change seat assignments at any time, including after boarding, due to operational, safety, or security requirements, or in cases of force majeure.

Passengers in a group of at least 15 people wishing to travel must request a quote from the Carrier. They have a 2-week period to confirm their reservation with a deposit. The full price of the Reservation must be paid before the departure date so that Electronic Tickets can be issued.

The type of aircraft indicated to the Passenger at the time of Ticket Reservation or thereafter is provided for informational purposes. Security and safety requirements, reasons beyond the Carrier’s control, or operational constraints may lead the Carrier to change the type of aircraft without liability.

3.6.1. Optional Services

The Passenger may pay an additional fee to benefit from Optional Services, depending on the availability in their class of Reservation and the applicable fare for their Reservation. The terms and conditions for these Optional Services are specified on the Company’s website.

The Passenger’s subscription to this Optional Service will automatically and without reservation imply approval of the conditions applicable to said service, as available on the Carrier’s website.

However, the Carrier cannot be held liable if safety, security, operational requirements, or reasons beyond its control prevent the provision of the agreed services, even if they were confirmed at the time of Reservation.

3.6.2. Onboard Services

The Carrier will endeavor to accommodate the Passenger’s requests for onboard services such as water and snacks, etc. However, the Carrier cannot be held liable if safety, security, or reasons beyond its control prevent the provision of appropriate services, even if these services were confirmed at the time of Reservation.

Customers can purchase their ticket online for up to 9 people per reservation, with each individual being over 2 years of age.

Customers are informed that certain services cannot be booked online. In such cases, they are invited to contact one of the Company’s agents.

An online reservation is only confirmed if the payment for the ticket is made immediately.

If, due to planned overbooking, the Carrier is unable to assign a seat to the Passenger, even though the Passenger holds a confirmed Reservation, a valid Ticket, and has presented themselves for check-in and boarding within the required time and conditions, the Carrier will provide compensation, where applicable, as per the applicable regulations. If a Passenger is placed in a lower class than the one for which the Ticket was purchased, the Carrier will reimburse the difference in Fare, in accordance with the applicable regulations.

The Ticket serves as proof, unless proven otherwise, of the existence of a Contract of Carriage, both in its conclusion and content, between the Carrier and the Passenger whose name appears on the Ticket.

Since the Ticket is nominative, only the Passenger(s) named on the Ticket may benefit from the transportation service. The Carrier reserves the right to verify the identity of the Passengers. The Passenger must be able to provide proof of identity to the Carrier, at any time during the journey, for themselves and those for whom they are responsible.

In the event of a typographical error made by the Passenger on the name or first name of the Passenger or an accompanying person during the Reservation, typographical corrections can be made by the Carrier in accordance with the valid passport, and subject to possible Service Fees.

A Ticket is non-transferable, subject to applicable regulations in force, particularly concerning package travel. If another person presents themselves with a Ticket for transport or a refund, the Carrier assumes no liability if, in good faith, they transport or refund the person presenting the Ticket.

In any case, it is specified that changing the Passenger’s name, except for typographical corrections, is considered a transfer of the Ticket and is not permitted.

Some Tickets, sold at specific fares, are partially or entirely non-modifiable and/or non-refundable. At the time of booking, it is the Passenger’s responsibility to check the conditions applicable to the use of their Ticket and, if necessary, to take out appropriate insurance to cover any cases where they may need to modify or cancel their trip.

If the Passenger has benefited from a reduced fare or a fare with special conditions, they must be able to justify these conditions and prove their validity, particularly at check-in and possibly at any time during their journey. If not, a fare adjustment corresponding to the difference between the total amount paid and the total fare that should have been paid will be required from the Passenger. In the absence of payment, boarding may be denied to the Passenger.

The Ticket, subject to mandatory formal conditions, remains the property of the Carrier that issued it.

Except in the case of an Electronic Ticket, the Passenger may only be transported if they present a valid Ticket containing the Coupon corresponding to the relevant flight, as well as the Passenger Coupon. Additionally, a damaged or altered Ticket by someone other than the Carrier or one of its Authorized Agents will not be valid for transport. In the case of an Electronic Ticket, the Passenger must provide identification and will only be transported on a flight if a valid Electronic Ticket has been issued in their name.

In case of loss or damage of all or part of the Ticket or failure to present a Ticket containing the Passenger Coupon and flight Coupons, the Carrier will replace, at the Passenger’s request, all or part of the Ticket. This replacement will occur by issuing a new Ticket provided that the Carrier has proof that a valid Ticket was issued for the relevant flight(s) at the time of the request.

If the aforementioned proof is not provided by the Passenger, the Carrier reissuing the Ticket may charge the Passenger the total fare of the replacement Ticket.

This payment will be refunded when the Carrier has proof that the lost or damaged Ticket was not used during its validity period, or if the Passenger returns the Ticket they found within the same validity period.

It is the Passenger’s responsibility to take all necessary precautions to ensure the Ticket is neither lost nor stolen.

Unless otherwise provided in the Ticket or in these General Terms and Conditions of Sale and Carriage, or in the event of Fares affecting the validity period of a Ticket as indicated to the Passenger at the time of purchase or on the Ticket itself, a Ticket is valid for carriage for one (1) year from the initial date of issuance of the Ticket.

If the Passenger, after beginning their journey, is prevented from continuing for health reasons within the validity period of the Ticket, the Carrier may extend the validity of the Ticket upon submission of a medical certificate; this extension will last until the date the Passenger is able to travel again or until the date of the next available flight, and at most, three (3) months from the date indicated on the medical certificate, subject to the specific fare conditions.

In the event of the Passenger’s death before or during the journey, a refund may be granted according to the Ticket fare conditions. For persons accompanying the deceased Passenger, the validity period of their Ticket may be extended, upon receipt of a death certificate, without exceeding forty-five (45) days from the date of death.

The Carrier may, at its sole discretion, decide to issue a credit, refund, or modify the Passenger’s reservation in Exceptional Circumstances, provided that the request and a copy of any supporting documents are submitted in writing to the Carrier.

Any decision regarding requests for credits, refunds, or modifications remains at the sole discretion of the Carrier.

The Carrier therefore strongly recommends that Passengers take out adequate travel insurance to cover themselves against such circumstances.

The fare applied on the Ticket’s issue date is valid only for a Ticket used in full and in the sequential order of the Flight Coupons, for the journeys and dates specified. Any change to the journey by the Passenger (schedule, departure or destination point, dates, reservation class, etc.) may alter the fare initially paid by the Passenger. Many fares are only valid for the dates and flights specified on the Ticket. In such a case, the Passenger may be required to pay a fare difference. This difference corresponds to the amount between the total fare initially paid and the total fare that should have been paid at the time the Ticket for the actual journey was issued. In case of any changes, Service Fees and penalties may apply. • In the event of the Passenger’s failure to present themselves before the Check-in Deadline, the Ticket may be canceled by the Carrier. However, the Passenger may still use the return flight if they: • Inform the Carrier no later than the departure day of the first leg; Pay the fare difference according to the conditions applicable to the Ticket. The fare determined by the details, flight dates, and routes indicated on the Ticket corresponds to a starting point and a destination, including any intermediate stopovers planned during the Reservation and the purchase of the Ticket, and all form part of the Contract of Carriage. Each Flight Coupon on the Ticket will be valid for transport in the class specified on it, on the date and for the flight corresponding to the Ticket Unless specific conditions apply to certain fares, if the Passenger wishes to change all or part of their Journey, the Carrier will calculate the new fare corresponding to this change. The Passenger will then have the option to accept the new price or maintain the original transport as stated on the Ticket. If the Passenger does not fully use their Flight Coupons and prematurely interrupts their journey, they may be required to pay a fixed fee to recover their Checked Baggage. This amount will be specified by the Carrier upon request from the Passenger and at the latest at the time the Passenger requests to recover their Checked Baggage Any non-compliant use by the Passenger (for example, if they do not use the first Coupon or if the Coupons are not used in their issued order) detected on the day of travel will result in a fixed surcharge payable at the airport. If the Passenger wishes to change any part of their journey (schedules, departure or destination point, dates, booking classes, etc.), they must first contact the Carrier or the Authorized Agent who sold them the ticket.

The Carrier’s identification may be abbreviated on the Ticket, through its Designation Code (as defined in Article I) or in any other form.

The Carrier’s address is considered to be that of its registered office or, failing that, its principal place of business.

Fares, expressed in Pacific Francs, apply solely to transportation from the airport of the point of origin to the airport of the point of destination, unless otherwise indicated. They do not include surface transportation between airports, or between airports and city terminals.

The applicable Fares are those published by the Carrier or calculated by the Carrier in accordance with the fare regulations in effect at the time of the Ticket Reservation, for travel scheduled on the dates and for the itinerary specified in the Reservation and Ticket. As a result, any modification, such as a change in itinerary, date, or time of travel, may affect the applicable Fare.

At the time of Reservation, the Customer is informed of the total Ticket Fare including all taxes, the issuance Fees, and the overall Ticket price.

All fees, taxes, or charges imposed by a government, by any other authority, or by an airport operator shall be borne by the Passenger, who will be informed of them at the time of Reservation and Ticket purchase. However, fees, taxes, and charges may be created or increased after the date of Ticket purchase, and the Passenger will be required to pay the corresponding amount. Conversely, if some are reduced or eliminated, the Passenger may be refunded accordingly. If the Passenger decides not to travel on a flight for which they have a confirmed Reservation, the Passenger will be entitled to a refund of the airport taxes, charges, and other fees mentioned above that are only applicable if the Passenger actually boards the flight, in accordance with the applicable regulations. Issuance Fees may be charged to the Passenger by the Carrier in exchange for the service of issuing the Ticket. The Issuance Fees vary depending on the type of trip, the Fare, and the distribution channel of the Ticket. These Fees are added to the total Ticket Fare. The Issuance Fees charged, where applicable, by the Carrier are non-refundable, except in the case of a Ticket cancellation due to the Carrier’s fault. The amount of Issuance Fees charged by AIR CALEDONIE can be consulted through its services and on its website. In this regard, Customers are encouraged to carefully review and select the fare conditions for each class, which are fully available on the website before making the actual payment. These conditions may be subject to change at any time. In such cases, the applicable fare conditions are those in effect at the time of Reservation or when the Tickets are paid for. If the Passenger decides not to travel on a flight for which they have a confirmed Reservation, the Passenger will be entitled to a refund of the airport taxes, charges, and other fees mentioned above that are only applicable if the Passenger actually boards the flight, in accordance with the applicable regulations. Issuance Fees may be charged to the Passenger by the Carrier in exchange for the service of issuing the Ticket. The Issuance Fees vary depending on the type of trip, the Fare, and the distribution channel of the Ticket. These Fees are added to the total Ticket Fare. The Issuance Fees charged, where applicable, by the Carrier are non-refundable, except in the case of a Ticket cancellation due to the Carrier’s fault. The amount of Issuance Fees charged by AIR CALEDONIE can be consulted through its services and on its website. In this regard, Customers are encouraged to carefully review and select the fare conditions for each class, which are fully available on the website before making the actual payment. These conditions may be subject to change at any time. In such cases, the applicable fare conditions are those in effect at the time of Reservation or when the Tickets are paid for.

Any additional fees for optional services enhancing the flight (and not included in the selected Fare) will be charged on top of the applicable Transport Fare.

The following payment methods are accepted: cash (kiosks and ticket counters only), credit cards, wire transfers, and vouchers (EMD). Certain payment methods may be subject to specific conditions. For the purchase of Tickets on the Company’s website, only credit cards are accepted.

Payments are to be made in the currency in which the Ticket was purchased, unless another currency is specified by the Carrier or its accredited Agent at the time of the Reservation or purchase of the Ticket.

Otherwise, Fares, taxes, service fees, penalties, and charges are payable in Pacific Francs, the official currency of New Caledonia. However, the Carrier may, at its discretion, accept payment in another currency.

With respect to the Fare affecting the Reservation price, the Carrier reserves the right to cancel any Reservation in the event of a technical or display error that makes the price clearly incorrect or negligible.

The Carrier reserves the right to conduct checks and verifications on remote banking transactions at any time.

The Carrier reserves the right to cancel the Reservation or the Passenger’s Tickets in the following cases:

  • Failure to provide the requested supporting documents;
  • Receipt of non-compliant documents or those indicating a risk of fraudulent use of the credit card;
  • Lack of response from the Customer or inability to reach them within 48 hours of the Reservation.

The transportation of unaccompanied minors, Passengers with Reduced Mobility (PRMs), sick individuals, or anyone requiring special assistance may be subject to specific conditions.

Any Passenger requiring such assistance must notify and seek prior approval from the Carrier’s sales team at the time of Booking, and at least 48 hours before departure. Failure to do so may result in the Carrier refusing transport to the Passenger for health, safety, or security reasons.

Passengers who have obtained the Carrier’s approval during the purchase of their electronic Ticket cannot be denied boarding due to their disability or special needs.

However, if a request related to the situations described in paragraphs e.1., e.2., and e.3. is only made at the time of check-in, the Carrier has the right to deny the Passenger boarding as per the provisions of this article

Transporting Passengers with Reduced Mobility, sick individuals, or anyone requiring special assistance is subject to the Carrier’s prior approval.

Passengers with medical histories are advised to consult their doctor before making a Booking to ensure they are fit to fly and, if necessary, take all precautions for a smooth flight if declared fit to board.

Access to certain seats may be denied to passengers with disabilities or PRMs to comply with applicable air safety regulations.

Passengers whose body size requires an additional seat must notify the Carrier at the time of Booking.

When in-flight meal service is available, passengers requiring or desiring a special meal must notify the Carrier at least 48 hours in advance of the flight date. Otherwise, the Carrier cannot guarantee the availability of the meal on board.

The Airline transports one mobility aid (wheelchair or walker) free of charge in the hold, in addition to the baggage allowance, provided there is sufficient space in the aircraft and subject to applicable regulations regarding hazardous materials.

Pregnant women with normal pregnancies may travel without any special formalities up to the thirty-eighth (38th) week. After this point, the pregnant woman must provide a medical certificate, issued within 24 hours before the flight, certifying a very low risk of imminent childbirth. In general, it is recommended that pregnant passengers consult their doctor before booking any flight.

Ticket reservations for a minor Passenger are subject to the consent of the parents or the individuals exercising parental authority, or to the presentation of documentation proving the minor’s emancipation, if applicable.

This consent is validated by the registration of a valid ID of the said legal guardian, along with all the necessary information for the Reservation and the communication of the parents’ or legal guardian’s contact details.

Any child up to the age of eleven (11) must travel accompanied by a person who is at least eighteen (18) years old, capable, and responsible, or by at least one of their parents or, failing that, their legal guardian. An adult may be responsible for up to 11 children on the same flight.

Unaccompanied children are only permitted on Air Calédonie flights through the prior subscription to the UM service (see conditions with the sales department).

For safety reasons, the number of children under 2 years old (infants) on board an aircraft is limited to 6. The infant fare does not include a seat during the flight. The infant travels on the lap of one of their parents, legal guardian, or an adult.

The Company collects and processes the personal data of Passengers and Clients for the purpose of providing air transport services. As such, and in accordance with the applicable personal data protection regulations, commonly referred to as the “GDPR,” the Company is the Data Controller.

Passengers and Clients are invited to review the Company’s privacy policy regarding the collection and processing of their personal data, as well as their rights and how to exercise them.

During Booking, Air Calédonie will provide the Passenger with the flight schedules, which will be displayed on their Ticket. These schedules are not final and may be modified between the date of actual payment of the Ticket and the actual date of transport. In such cases, the Passenger will be notified via the contact details they have provided. Passengers are strongly encouraged to provide their contact information or that of a contact person at both departure and destination points so that the Carrier can inform them of any changes to the flight. If the Passenger does not provide this information, they are responsible for checking with the Carrier before the scheduled departure to confirm that the flight schedules on their Ticket or Travel Memo have not been altered.

Air Calédonie is committed to taking all necessary measures to transport the Passenger and their baggage according to the scheduled times. In order to avoid flight cancellations, the Airline may substitute other carriers, use different aircraft, or other means of transport.

Information regarding any delays, rebookings, or cancellations is available and can be consulted by the Passenger on the website www.air-caledonie.nc.

8.2.1. –  Check-in Deadline ( CDL )

The CDL refers to the latest time by which the Passenger must have completed their check-in procedures, including baggage check if applicable, and be in possession of their boarding pass. Varying from one airport to another and depending on the destination, the Passenger must respect this deadline, failing which they will not be allowed to board.

The Airline will provide information regarding the CDL applicable to each flight. The Passenger must arrive at the Carrier’s check-in counter early enough before the flight departure to avoid congestion and complete all formalities before the CDL as indicated by the Carrier or its Accredited Agent.

The Passenger must strictly comply with the CDL. Failing to do so, they will be considered a “no show” and refused boarding, in accordance with Article 15 of these general conditions (and, if applicable, the return flight of their journey may be canceled in accordance with Article 4.3 of Title I of these conditions).

8.2.2 – Check-in and Boarding Conditions

At check-in, the Passenger is required to present specific information about their flight and identity, in accordance with the security screening requirements detailed in Article 13 of these conditions.

If the Passenger fails to present the necessary documents, the Carrier may refuse to check them in and allow them to board, and the reserved seat may be reassigned. In such a case, the Passenger cannot claim compensation or hold the Carrier liable.

At the security checkpoint, the Passenger must present their boarding pass and provide certain information regarding their identity, along with all documents required for their journey by their departure, destination, and transit countries.

The Passenger must be present at the boarding gate no later than the time indicated during check-in or on the boarding pass..

8.2.3 – Passenger No Show

If the Passenger does not show up for a flight, the conditions of Article 4.3 of Title I apply.

The Carrier may, at any point of boarding or transfer, refuse to transport a Passenger and their Baggage in the following cases:

  1. The Passenger has not complied with applicable law, particularly regulations concerning safety or security.
  2. The Passenger’s transport or their Baggage could endanger the safety, health, hygiene, comfort, or convenience of themselves, other Passengers, or the crew, particularly if the Passenger is intimidating, aggressive, or uses abusive language towards ground staff or the crew.
  3. The Passenger’s physical or mental state, behavior (especially under the influence of alcohol, drugs, or medications), poses a danger or risk to themselves, other Passengers, the crew, or property.
  4. The Passenger has threatened the Carrier’s or its personnel’s interests, safety, or that of other Passengers, including during a previous flight or booking. The Carrier may cancel any unused part of the Ticket and, subject to applicable regulations, refund the paid fare or only the applicable taxes.
  5. The Carrier has notified the Passenger that they cannot be transported again, or the Passenger is on a list prohibiting future flights on the Carrier’s aircraft. In such cases, a refund for the unused Ticket may be issued, even if the Ticket is non-refundable.
  6. The Passenger has not met the check-in and boarding deadlines.
  7. The Passenger has refused to comply with security checks or provide proof of their identity.
  8. The Passenger cannot prove they are the person named in the “Passenger Name” box on the Ticket.
  9. The Passenger (or the person who paid for the Ticket) has not paid the applicable fare, fees, penalties, taxes, or dues owed.
  10. The Passenger does not possess valid travel documents, has attempted to enter a territory during a transit stop, has destroyed travel documents during the flight, has refused to allow copies to be made, or their travel documents are expired, incomplete, or fraudulent.
  11. The Ticket presented by the Passenger: • Was acquired fraudulently or purchased from a source other than the Carrier or its Accredited Agent; or • Has been reported lost or stolen; or • Has been tampered with or counterfeited; or • Has been damaged or altered by someone other than the Carrier or its Accredited Agent.
  12. The Passenger has not used flight segments in the order issued, as per Article 8 above.
  13. The Passenger requests special assistance at check-in or boarding that was not requested during the Booking.
  14. The Passenger refuses to pay a fare supplement or fails to comply with the Carrier’s Baggage policy.
  15. The Passenger benefiting from a reduced fare or a fare subject to specific conditions cannot provide the required proof for the application of that specific fare and refuses to pay the fare adjustment as outlined in Article 4.1, paragraph 7.
  16. The Passenger does not comply with the prohibition of smoking or vaping (including electronic cigarettes) on board the aircraft, or more generally, the Passenger does not follow or ignores the instructions of the Carrier and its staff, or behaves disrespectfully towards the Carrier’s personnel.

A Passenger who is responsible for one or more incidents recorded by the company may be refused the ability to book or purchase a Ticket, as well as denied boarding, for a limited period, at the discretion of the Company’s management.

In the event of a refusal of Transport for the reasons stated below by the Carrier or its partners, any claims for transport or compensation will be excluded.”

10.1.1 – Passenger Obligations

The Passenger declares full knowledge of the contents of each of their Baggage as they have packed them themselves.

The Passenger agrees not to leave their Baggage unattended from the moment they have prepared it and not to accept items from another Passenger or any other person.

The Passenger agrees not to travel with Baggage entrusted by a third party. The Passenger is advised to ensure that their Baggage is properly and securely packed and protected in suitable containers to avoid damage to the items and materials in their Baggage, as well as to the Baggage of other Passengers or the Carrier’s aircraft.

Passengers are advised to attach their personal contact details to their Baggage, particularly in case of loss, especially for Checked Baggage. These Baggage items will, where possible, be transported on the same aircraft as the Passenger, unless for operational, safety, or security reasons, the Carrier decides they will be transported on another flight. In such a case, the Carrier will deliver the Baggage to the Passenger unless the applicable regulations require the Passenger to be present for a customs inspection.

10.1.2 – Prohibited Items

The Passenger must not include in their Baggage any item whose transport is prohibited or restricted by applicable regulations and laws in force in any country of departure, destination, overflight, or transit, including but not limited to:

  1. Items that could pose a danger to the aircraft, persons, or property on board, such as those specified in the Dangerous Goods Regulations of the International Civil Aviation Organization (ICAO) and the International Air Transport Association (IATA) and in the Carrier’s regulations. These include explosives, pressurized gases, oxidizing, radioactive, or magnetized substances, batteries, flammable substances, toxic or corrosive substances, liquids of any kind (except liquids carried in hand Baggage in limited quantities for the Passenger’s personal use during their journey);
  2. Items whose transport is prohibited by the laws in force in New Caledonia;
  3. Items that the Carrier reasonably deems unfit for transport due to their weight, size, offensive odor, configuration, or nature, particularly if fragile or perishable, given the type of aircraft used;
  4. Firearms and ammunition. Only those intended for hunting or sport or held by law enforcement officers may be accepted as checked Baggage, provided they are unloaded, properly packed, have the safety catch engaged, and subject to the Carrier’s approval at the time of Ticket reservation and upon presentation of the required documentation;
  5. Sharp weapons, stabbing weapons, aerosols that can be used as offensive or defensive weapons; collectible weapons, swords, knives, and other similar weapons. Prohibited in the cabin, they may potentially be accepted as checked Baggage, subject to the Carrier’s approval;
  6. Live animals, whose transport conditions are specified below.

In the case of fraud, any Passenger traveling with such prohibited items will be required to reimburse fines, losses, repairs, and other costs incurred as a result of such a situation. Legal action may be initiated by the Carrier where applicable.

Subject to applicable regulations, Passengers are strongly advised not to include fragile or perishable items or valuable articles in their checked Baggage, such as medications, medical assistance devices, money, jewelry, works of art, precious metals, securities or other valuables, expensive clothing, optical or photographic equipment, computers, electronic and/or telecommunication devices, identification documents, keys, samples, business papers, manuscripts, or securities. These items may be carried in hand Baggage, provided they comply with applicable regulations.

Furthermore, it is reminded that the Carrier is exempt from liability when damage results from the nature or inherent defect of the baggage.

Information regarding these prohibited items may be provided by the Carrier to the Passenger upon request.

10.2.1 – General Provisions

Checked Baggage must be properly packed to protect its contents and to withstand normal handling. It must be delivered to the Carrier’s check-in counters before the Check-in Deadline.

Once the Passenger has handed over their Baggage for check-in under the above conditions, the Carrier will take custody of it and issue a Baggage Tag for each piece of Checked Baggage.

To retrieve their Checked Baggage, when a Passenger decides to prematurely interrupt their journey and does not use all their Flight Coupons, they may be required to pay a flat fee, which will be communicated at the time of their request..

10.2.2 – Baggage Allowance

ach Ticket entitles the Passenger, free of charge, to transport a limited quantity of Baggage (in number and/or weight and dimensions). The allowance is stated on the Travel Memo or Ticket, which is authoritative and must be adhered to in all cases. The Passenger cannot claim any exceptional conditions that are not mentioned on the Travel Memo or Ticket.

Depending on the planned route and class of Booking, the amount of Baggage may be determined by the Carrier either by weight or based on a combination of weight, dimensions, and number of pieces (Piece Concept). However, Baggage cannot exceed a maximum weight, which will be communicated at the time of booking and indicated on the Ticket.

If the Passenger exceeds the Baggage Allowance, they may check their Baggage subject to paying an additional fee, which must be paid no later than before check-in. The weight limits may vary between international and domestic flights, as specified in the applicable sections.

Conditions related to these additional fees are available from the Carrier, its Accredited Agents, and on the Company’s website..

10.2.3 – Baggage Collection and Delivery

  • Subject to the provisions in point 10.1.1, it is the Passenger’s responsibility to collect their Baggage as soon as it is made available at the destination or Stopover points. If the Passenger does not collect their Baggage within one (1) month of it being made available, the Carrier may dispose of it without incurring any liability to the Passenger. According to the legal provisions in some countries, unclaimed baggage may be handed over to national authorities or destroyed.
  • Only the holder of the Baggage Tag is authorized to collect the Checked Baggage.
  • If a person claiming a Baggage cannot produce the Baggage Tag, the Carrier will only hand over the Baggage if the person satisfactorily proves their rights to it. In such cases, the Carrier cannot be held liable in any way.
  • The acceptance of Baggage by the holder of the Baggage Tag without any protest at the time of delivery constitutes a presumption, unless proven otherwise, that the Baggage was delivered in good condition and in accordance with the Contract of Carriage.
  • In the event of damage, the Passenger must submit a claim to the Carrier immediately upon discovering the damage and no later than seven (7) days after receiving the Checked Baggage. In case of delay in Baggage delivery, the claim must be submitted no later than twenty-one days from the date the Baggage was made available to them.
  • All claims, accompanied by the documents requested by the Carrier, must be submitted within the stipulated timeframe through one of the following methods:

Every Ticket allows for the transport of a limited amount of Unchecked Baggage in the cabin, based on number, weight, and/or dimensions. If these specifications have not been communicated to the Passenger, only one piece of Unchecked Baggage will be accepted. Unchecked Baggage must be able to be placed under the seat in front of the Passenger or in a designated closed storage space. Certain Baggage that the Passenger wishes to keep in the cabin may, for safety and/or security, operational reasons, or aircraft configuration, be refused in the cabin at any time before the flight departure. Such Baggage must then be checked and transported as Checked Baggage. If the Carrier requires the Passenger to check the Baggage in the hold due to non-compliance with the above terms, this may result in an additional fee for the Passenger, as outlined in paragraph 10.2.2. If the Passenger refuses to pay this additional fee, the Carrier reserves the right to deny boarding to the Passenger and their Baggage. The Passenger is solely responsible for their personal belongings and Unchecked Baggage kept in the cabin.

At any point of embarkation or during a stopover, the Carrier may, for safety and/or security reasons, refuse to transport as Baggage the items listed in paragraph 10.1.2 above, or refuse to continue transporting them if they are discovered during the journey. The Carrier has no obligation to store Baggage and/or items that are refused.

The Carrier may refuse to transport as Baggage any item due to its size, shape, weight, content, configuration, nature, or unpleasant odor, or for operational, safety/security reasons, or to preserve the comfort and convenience of other Passengers. Information about such types of Baggage is available upon request.

The Carrier may refuse to transport Baggage that it reasonably considers to be improperly packed or placed in unsuitable containers.

Information regarding improper packing, unsuitable containers, or prohibited types of Baggage is available upon request.

The Carrier may refuse to transport Baggage for which the Passenger has refused to pay the additional fee or that does not comply with the Carrier’s Baggage policy as stated in this Article 10.

The Carrier may also refuse to transport Baggage that has not been checked in by the Passenger before the Check-in Deadline.

For safety/security reasons and/or at the request of the competent authorities, the Passenger may be asked to undergo a search or check of themselves and/or their Baggage. If the Passenger is unavailable, their Baggage may be checked or searched in their absence to verify that it does not contain prohibited items. In the event of the Passenger’s opposition, the Carrier may refuse to transport them and their Baggage. If inspections damage the Baggage and/or its contents, the Carrier shall not be held liable.

In accordance with the Buckingham Palace Declaration against the illegal transport of protected species, to which the Company is a signatory, it is prohibited to transport any plant or animal species as checked Baggage without a CITES permit or appropriate certificates.

The transport of animals traveling with the Passenger is subject to the prior explicit acceptance of the Carrier.

In the case of fraud, absence, or irregularities in the required documents, or if the container intended for transporting the Pet does not comply with the aforementioned provisions, the Carrier will assume no responsibility for injuries, losses, delays, illnesses, or deaths of the transported animals resulting from these shortcomings, except in cases of negligence or actions attributable to the Carrier. In cases of fraud, absence, or irregularities in the required documents, Passengers traveling with such animals must reimburse any fines, losses, repairs, and other costs incurred due to such situations.

If the Passenger wishes to change any or all of the dates or times of their journey, they must contact the Carrier in advance. The fare will be recalculated based on the availability of the fare class on the new requested flight, along with any applicable penalties. The Passenger will then have the option to accept the new price or retain the original transport as indicated on the Travel Memo or their Ticket.

The identity of the Passenger or the destination of the journey may never be changed.

Each Flight Segment of the Ticket will be valid for the fare class, on the date, and for the flight corresponding to the confirmed reservation. If the conditions of the fare class are not met, the Carrier may cancel the reservation or Ticket or may charge an additional fee.

11.2.1 – General

Refunds for a Ticket, in whole or in part, will be made according to the terms set forth in this paragraph 11.2, based on the fare conditions of the Ticket and applicable regulations.

Refunds are subject to the applicable regulations of the country in which the Ticket was originally purchased and/or the regulations of the country in which the refund is to be made.

Refunds, if permitted, will be made based on the total price of the Ticket paid and will be exclusively made to the Client, the person who actually paid for the Ticket.

Requests for a refund of a Ticket must be made to the issuer of the Ticket, either the Carrier or the Accredited Agent, as applicable.

An event of Force Majeure occurring after the Passenger has begun their journey and preventing them from continuing will not give rise to a refund but will result in the extension of the validity of the Ticket.

11.2.1 – Refund at Passenger’s Request (Voluntary Cancellation)

If the Passenger is entitled to a refund for their Ticket, the amount of the refund will be equivalent to:

·         The fare paid, minus processing and cancellation fees, if no part of the Ticket has been used;

·         The difference between the fare paid and the fare applicable to the planned route for which the Ticket has been used, minus processing and cancellation fees, if a part of the Ticket has been used.

11.2.2 – Right to Refuse Refund

The Carrier reserves the right to refuse the refund of any Ticket:

  • If the request is made after the expiration of the validity date;
  • That is marked non-refundable;
  • That satisfies the legislative or regulatory obligation to possess a transport title allowing the Passenger to leave the country, unless the Passenger provides sufficient evidence to establish that they are authorized to stay in said country or that they will leave via another Carrier or by any other means of transport;
  • For which the holder was not admitted by the destination or transit authorities of the planned route, and if the Passenger was thus returned to their point of embarkation or to any other destination;
  • If it is stolen, altered, counterfeit, or fraudulently paid;
  • When the Carrier has refused transport to its holder, in accordance with Article 9 herein;
  • In a currency different from that in which the payment was made

11.2.3 – Refund Currency

Subject to applicable law, the Carrier reserves the right to make the refund in the same form and in the same currency used for the purchase of the Ticket.

11.2.4 – Refund of Taxes and Fees

In accordance with applicable regulations, taxes and fees that become due from the actual boarding of the Passenger are refunded by the Carrier or the Accredited Agents when the Ticket is no longer valid and has not been used for transport.

In the event of a cancellation or delay of a flight, and when the Passenger holds a single Transport Contract, the Carrier will implement all provisions of the applicable regulations in this matter.

Onboard the aircraft, a Passenger must not behave in a manner that may disturb, inconvenience, threaten, or endanger other Passengers or crew members, property, or the aircraft itself. As such, the Passenger must not prevent the crew from performing their duties and must comply with the crew’s instructions, guidelines, and recommendations aimed at ensuring the safety and security of the aircraft, the smooth running of the flight, and the comfort of the Passengers.

The captain is authorized to take any legitimate measures, including those restricting the Passenger’s freedom, to maintain order and discipline onboard and to hand over to authorities any person who has disrupted the flight or endangered its safety. The Passenger is required to follow the instructions given by or on behalf of the captain.

For safety reasons, the Carrier may prohibit or limit the use of electronic devices onboard, including mobile phones, laptops, tablets, MP3 and MP4 players, electronic game consoles, except for hearing aids and pacemakers.

Onboard the aircraft, a Passenger must not, due to the consumption of alcohol, drugs, or any other substance, behave in a way that may disturb, inconvenience, threaten, or endanger any person(s), property, or the aircraft itself.

Smoking, including the use of electronic cigarettes, and the consumption of personal alcohol is strictly prohibited onboard the aircraft.

If a Passenger exhibits behavior as described in the previous paragraphs, the Carrier may take appropriate measures to prevent the continuation of such behavior, including:

Any measures, including restraint, that are deemed necessary to prevent the continuation of such behavior;

Disembarking the Passenger or refusing to transport the Passenger on future journeys and/or prosecuting the Passenger for any offenses or wrongful acts committed onboard the aircraft;

Adding the Passenger to a list of persons banned from boarding the Carrier’s aircraft for a duration that will depend on the severity of the incident.

If the Passenger fails to comply with the provisions of this article (or the provisions related to refusal and limitation of transport) or commits a wrongful act, the Carrier reserves the right to take legal action against the Passenger.

The Passenger who violates the rules may be placed on the list of persons banned from boarding the Carrier’s aircraft for a limited period.

The Passenger is responsible for obtaining all necessary documents, identification, passport, visas, and special permits required for their journey, and if applicable, for their minor children and/or Passengers under their care and/or any Animals they are traveling with, as well as complying with the applicable regulations of the States (of departure, destination, or transit), the Carrier’s instructions, and any guidelines or instructions it may issue. The Carrier shall not be held responsible for any consequences suffered by the Passenger due to failure to comply with the obligations mentioned in this section.

The Passenger is required to present all entry, exit, and transit documents, as well as health and other documents required by the regulations in force. Furthermore, they must provide these documents to the Carrier and/or allow the Carrier to make copies of these documents, if necessary, or to record the information contained therein.

The Carrier reserves the right to refuse transport if the Passenger does not comply with the laws and regulations in force or if the Carrier has doubts about the validity of the documents presented.

The Carrier shall not be held responsible for any consequences, including losses or expenses, that the Passenger may incur for failing to comply with legal provisions.

If the Carrier is required to pay or deposit a fine or penalty, or incur any costs due to the Passenger’s failure, whether intentional or not, to comply with the regulations in force or due to non-compliance with required documents, the Passenger must, upon request by the Carrier, reimburse the amounts paid or deposited and any expenses incurred.

The Carrier may use any funds paid for unused transport or any amount belonging to the Passenger that the Carrier holds to cover these costs.

The Passenger may be asked to attend an inspection of their Baggage by customs or any other governmental authority. The Carrier shall not be held liable for any Damage or loss suffered by the Passenger who fails to comply with this requirement.

The Passenger must compensate the Carrier if any action, omission, or negligence on their part during an inspection causes Damage to the Carrier, without prejudice to the Carrier’s right to take legal action against the Passenger.

The Passenger is required to submit to security checks (and safety inspections) requested by governmental or airport authorities, as well as at the Carrier’s request.

The Passenger must comply with the document verification at check-in, where the identity mentioned on the travel document, boarding pass, and the identity document in their possession must match. This applies to all passengers, regardless of age (including minors) or status.

The Passenger must also comply with document verification at boarding, ensuring that the identity mentioned on the valid boarding pass matches the identity document in their possession.

The Carrier cannot be held liable for refusing to transport a Passenger if such refusal is based on the conviction that the law, government regulations, and/or applicable requirements necessitated the refusal.

If the Carrier, as part of a Contract of Carriage and subject to applicable law, agrees to make arrangements through third parties for the provision of additional services other than air transport, or if the Carrier issues a Ticket or voucher for transportation or services (other than air travel), such as hotel reservations or car rentals, the Carrier acts only as an agent and shall not be held liable to the Passenger unless proven otherwise due to fault. The conditions of transport or sale governing the activities of these third parties shall apply.

When the Carrier provides ground transportation services (accommodation, buses, etc.) or maritime transport, different liability regimes may apply to these ground or maritime transports. The transport conditions and liability regimes are available upon request from the Carrier or the surface transport provider, as the case may be. The air carrier is not responsible for any Damages to the Passengers or their Baggage that occur during ground or maritime transport.

The vehicle rental services offered by the Carrier on behalf of its partners are governed by the terms and conditions of the respective rental companies, which must be accepted at the time of booking.

The Carrier will make every effort to meet the Passenger’s requests for onboard services such as beverages, special meals, etc. However, the Carrier cannot be held responsible if operational, safety, or security requirements prevent it from providing the requested services, even if such services have been confirmed at the time of booking.

The vehicle rental services offered by the Carrier on behalf of its partners are governed by the terms and conditions of the respective vehicle rental companies, which must be accepted at the time of booking.

The Carrier will make every effort to meet the Passenger’s requests regarding onboard services, such as beverages, special meals, etc. However, the Carrier cannot be held liable if operational, safety, or security requirements prevent it from providing the requested services, even if these have been confirmed at the time of Reservation.

The Carrier’s liability will be determined by the Carrier’s General Conditions of Carriage, unless otherwise communicated to the Passenger. As long as the following does not conflict with other provisions of these Conditions, and whether or not the Convention applies, if the Carrier’s liability is engaged, it will be under the following conditions:

  1. The Carrier’s liability will not exceed the amount of the proven Damage unless otherwise determined by applicable law. The Carrier shall not be held liable for indirect, incidental, or consequential Damages.
  2. If the Carrier establishes that the Damage resulted, in whole or in part, from the negligence, omission, or wrongful conduct of the Passenger claiming compensation or the person whose rights are derived from them, the Carrier shall be fully or partially relieved of its liability to the claimant, to the extent that such negligence, omission, or wrongful conduct caused all or part of the Damage.
  3. Subject to the provisions of this article, the Carrier is only responsible for Damages occurring on its own flights, where its Designator Code appears on the Coupon or the electronic Ticket. A Carrier that issues a Reservation Confirmation or checks in Baggage for the flights of another Carrier is acting solely as an Agent of that other Carrier.
  4. The Carrier’s liability for Damage to Unchecked Baggage cannot be invoked unless such Damage directly results from the fault of the Carrier, one of its employees, or agents, which must be proven by the Passenger claiming it.
  5. The Carrier is not liable for Damages resulting from compliance with laws, governmental regulations, orders, or requests, nor for the Passenger’s failure to comply with these rules.
  6. The Carrier is not responsible for any illness, injury, disability, or even the death of a Passenger caused by the Passenger’s physical condition, nor for any worsening of such condition.
  7. Any exclusion or limitation of the Carrier’s liability will also apply to and benefit the Carrier’s Agents, employees, and representatives, as well as every owner/lessor of the aircraft. The total amount of Damages that may be recovered from the Carrier and its Agents, employees, and representatives will not exceed the Carrier’s liability limits.
  8. Unless otherwise expressly provided, nothing in these Conditions of Carriage implies a waiver of any exclusion or limitation of the Carrier’s liability under the Convention or applicable legislation.

16.1.1. Notification of Baggage Claims

The receipt of Checked Baggage without complaint by the recipient within the prescribed time limits will constitute a presumption, unless proven otherwise by the Passenger, that the Baggage was delivered in good condition and in accordance with the Contract of Carriage. Any missing Baggage must be reported to the Carrier immediately upon the flight’s arrival. Any claim made later may not be considered.

Similarly, any missing items from the Baggage must be reported to the Carrier within seven (7) days from the date the Baggage was made available, providing all necessary documents to support the claim as requested by the Carrier. Any late declaration may not be taken into consideration.

n case of damage, delay, loss, or destruction of Baggage, the Passenger concerned must file a written complaint with the Carrier as soon as possible and no later than seven (7) days (in case of damage or destruction) and twenty-one (21) days (in case of delay) from the date the Baggage was made available, providing all necessary documents to support the claim as requested by the Carrier.

Failure to file a complaint within the prescribed time limits will render all actions against the Carrier inadmissible, unless fraud by the Carrier is involved. If the complaint is made within the prescribed time limits (seven (7) or twenty-one (21) days) and no resolution is reached between the Carrier and the Passenger, the latter may initiate an action for damages within two (2) years from the date of the aircraft’s arrival or the date the aircraft was scheduled to land.

16.1.2. Liability Action for Passengers

Any action for liability must be initiated, under penalty of forfeiture, within two years from the date of arrival at the destination, or from the date the aircraft was supposed to arrive, or from the day the transport was stopped.

All claims or actions mentioned in sections 16.1.1 and 16.1.2 above must be made in writing, within the indicated time limits, and sent to the following address:

Any action taken by either party in violation of this clause will be deemed inadmissible.

In the event of any difficulty in the execution or interpretation of the contract of carriage and these general conditions, the parties shall first seek an amicable solution. If such a solution is not found within a reasonable time frame, the courts of New Caledonia will have jurisdiction to resolve their dispute.

Title II – Specific Provisions Applicable to Domestic Flights

The provisions set out in this Title II are exclusively applicable to Domestic Flights within New Caledonia.


The airline offers a fare structure with multiple levels of fares that come with associated conditions. The full fare allows maximum flexibility, while the lowest fare imposes stricter conditions. Each fare is subject to a stay duration, which refers to the minimum and maximum number of days the Passenger can spend at the destination. Each fare, excluding promotional fares, is modifiable and refundable within specific deadlines and may be subject to penalties of up to 100% of the ticket price. Finally, the baggage allowance may vary depending on the fare paid.

It is important to carefully choose and verify the fare conditions before paying for the reservation, as these are fully available on the airline’s website: www.air-caledonie.nc. The fare conditions are subject to change at any time by the Carrier but become fixed once the Ticket is paid for.

The transportation of pets is allowed in the cargo hold, only as freight, according to the applicable fare conditions, after acceptance by the Carrier and under the following terms:

  • Companion dogs and cats of small size must be properly placed in an approved and labeled container. The container provided by the Passenger must meet the criteria set by the Carrier (notably regarding material and size), which reserves the right to refuse the container ;
  • The transport of unweaned animals or animals less than eight (8) weeks old is prohibited ;
  • Animals under sedatives are not permitted;
  • Pregnant females close to giving birth or who have given birth within the week before the flight are not allowed. Unweaned animals or those younger than eight (8) weeks and animals under sedatives are also not permitted.

Guide dogs and their cages accompanying Passengers with Reduced Mobility will be transported free of charge, in addition to the baggage allowance.

It is the Passenger’s full responsibility to obtain and present all documents required by veterinary authorities and/or obtain approval from customary authorities (if necessary depending on the destination). The Carrier will not accept the transport of animals without the required documents. The Carrier assumes no liability for injuries, losses, delays, illnesses, or death of transported animals unless due to negligence or an act attributable to the Carrier. In case of fraud, absence, or irregularity of required documents, Passengers traveling with such animals must reimburse fines, losses, repairs, and other costs incurred due to the situation.

The Check-in deadline for Domestic Flights is set at 40 minutes before the flight’s scheduled departure time.

The Passenger must strictly adhere to this schedule. Otherwise, the Passenger will be considered a no-show, and boarding will be refused. If applicable, the return flight of the journey may also be canceled, without the Company bearing any responsibility

As the Carrier is not liable in the event of theft, disappearance, or loss of items in checked Baggage, it is recommended that the Passenger place all valuables in their cabin Baggage.

The Carrier is not liable for theft, disappearance, or loss of checked baggage, so the Passenger is advised to place all valuable items in their carry-on baggage.

The Company assumes no responsibility for connecting flights purchased under a different contract of carriage.

Passengers with reduced mobility or those with specific medical needs or devices (such as a pacemaker, metal pins, or prosthetics) are informed that inspection/screening may require medical certificates or prescriptions.

In the event of a schedule change that is not convenient for the Passenger, and if the Carrier is unable to offer a more suitable reservation, the Passenger may be entitled to a refund under the conditions of Article 11.2.

For Domestic Flights, Passengers holding French nationality can provide the following as proof of identity:

  • National identity card;
  • Passport;
  • Driver’s license.

For Passengers of other nationalities, they must provide their passport and residency permit.

If the cause of the flight cancellation is external to the Carrier, particularly in the case of Force Majeure, the Carrier cannot be held responsible for the damaging consequences resulting from the postponement or cancellation of the flight, which will remain the sole responsibility of the Passenger. In the event that the delay or cancellation is attributable to the Carrier, a Passenger who is not a resident of the island from which the flight segment affected by the delay departs may, subject to applicable law, receive a voucher for their meal and accommodation expenses, but only at establishments partnered with the Airline. In such cases, the Passenger must contact the Airline to obtain their vouchers. If the Passenger fails to make this prior request to the Airline, they will not be eligible for reimbursement for expenses they have incurred on their own.

If the cause of the flight cancellation is external to the Carrier, particularly in the case of Force Majeure, the Carrier cannot be held responsible for the damaging consequences resulting from the postponement or cancellation of the flight, which will remain the sole responsibility of the Passenger.
The provisions of Article 29 in Title III apply to Domestic Flights within New Caledonia.

Title III – Specific Provisions Applicable to International Flights

The provisions set out in this Title III are exclusively applicable to International Flights.

This Title III is drafted in accordance with the Montreal Convention of May 28, 1999, and the applicable transport law in force.


For any checked baggage with a value exceeding the liability limits defined by the Convention, the Passenger may either personally insure all of their baggage before the journey with an insurance company or make a Special Declaration of Interest at the time the baggage is handed over to the Carrier, up to a certain amount. In the latter case, the Passenger will be required to pay an additional fee. In the event of destruction, loss, damage, or delay, compensation will then be provided in accordance with the provisions of Article 29.

The Carrier reserves the right to verify the appropriateness of the declared value against the value of the baggage and its contents.

Any Special Declaration of Interest must be made by the Passenger before the check-in deadline. Additionally, the Carrier may impose a maximum limit on the amount of declarations that can be made. The Carrier is also entitled to prove, in the event of damage, that the declared amount exceeded the actual value of the Passenger’s interest in the delivery.

Passengers can obtain all relevant information regarding the Special Declaration of Interest and the additional fee from the Carrier.

Passengers are required to present a valid passport and, where applicable, a visa during check-in.

If a Passenger is denied entry to a territory, they will be responsible for paying any fees or fines imposed on the Carrier by local authorities, as well as the cost of the transportation back to their point of origin or elsewhere, in the event the Carrier is ordered to return them following a government directive. The fare paid for transportation to the destination where entry was refused will not be refunded by the Carrier.

Passengers may be required to assist with the inspection of their baggage (delayed, checked, or unchecked) upon the request of customs or any other government authority. The Carrier will not be held responsible for any damages or losses incurred by the Passenger for failing to comply with this provision, especially if they refuse to attend the inspection of their baggage.

The Passenger must indemnify the Carrier if any act, omission, or negligence on their part causes damage to the Carrier, particularly due to non-compliance with the provisions of this section.

This last provision is added due to potential penalties that the Carrier may have to pay during a customs inspection if the baggage in question contains prohibited items and the Passenger is not present.

New Caledonia has had customs and tax autonomy since 1946, which entails special regulations :

  • Upon entering or leaving New Caledonia, certain goods are subject to specific regulations, particularly :
    • Narcotics or hallucinogenic substances, which are absolutely prohibited ;
    • The import, export, or mere possession of counterfeit goods, which constitutes a customs offense exposing the Passenger to severe penalties, such as confiscation of the merchandise, a customs fine, and legal proceedings ;
    • Plants, plant products, and animal products, whose importation is subject to specific requirements. The Passenger is encouraged to seek information from the relevant service near their residence or in Nouméa;
    • Live animals, whose importation requires specific authorization. For practical purposes, it is recommended that Passengers consult an authorized veterinary service;
    • Industrially manufactured canned goods bearing a health mark are exempt from the presentation of a health and safety certificate, provided the amount does not exceed 2 kg per person, but must still be voluntarily presented for sanitary inspection upon disembarkation
  • Upon entering or leaving the customs territory of the European Union, these goods are also subject to specific regulations. Their entry or exit is even prohibited in certain cases:
    • Live animals (particularly dogs and cats), animal products and plant products, endangered species of wild fauna and flora, and products derived from them, medicines and medical products (except those for the traveler’s personal needs), weapons and ammunition, cultural property, wine, alcoholic beverages, and other products subject to excise duties and tax payments;
    • The import, export, or mere possession of counterfeit goods constitutes a customs offense exposing the Passenger to severe penalties: confiscation of the merchandise, customs fines, and legal proceedings.

Passengers are not permitted to consume alcoholic beverages other than those served by the cabin crew, including alcoholic beverages purchased in the onboard shop or at airports, or those they bring with them.

The Carrier will make every effort to take all necessary measures to transport the Passenger and their baggage without delay. In this context and to avoid canceling the journey, the Carrier may propose that the Passenger be transported on another aircraft or complete the journey on another Carrier’s flight and/or by any other means of transport.

In the event of cancellation or delay of a flight, and where the Passenger holds a single Contract of Carriage (as defined by the Convention), the Carrier will implement all the applicable provisions of the relevant regulations.

Transport carried out by several successive Carriers, under a single ticket or several tickets issued jointly, is considered, for the purposes of the Convention, to constitute a single operation if it has been envisaged as such by the parties.

When the Carrier is the issuer of the ticket or is designated first on the ticket or on a ticket issued jointly in the case of successive transport, the Carrier will only be responsible for the portion of the transport it has carried out using its own means.

In the event of destruction, loss, damage, or delay of baggage, the Passenger or their heirs may seek recourse against the Carrier that operated the segment of the transport during which the accident or delay occurred.

The Carrier cannot be held responsible in the event of a disruption in the air route that prevents the Passenger from making a subsequent land or sea connection.

29.1.1 – General Provisions

In accordance with Article 17 of the Montreal Convention, the Carrier is liable for damage caused in the event of death or bodily injury sustained by a Passenger, when the accident causing the damage occurred on board the aircraft or during embarkation or disembarkation operations, as defined by the Convention, subject to any exemptions from liability.

29.1.2 – Carrier’s Liability Exemption and Limitation Cases

In the case of liability as described above, the Carrier will neither exclude nor limit its liability for damages up to 128,821 Special Drawing Rights (SDR) per Passenger. It is specified that Article 15 of these Conditions applies.

For amounts exceeding this limit, the Carrier will not be liable for the damage if it proves that:

  • The death or bodily injury resulted from the Passenger’s health, physical, or mental condition prior to boarding the flight;
  • The damage, as defined by the Convention, was caused wholly or in part by the negligence, wrongful act, or omission of the person seeking compensation or the person from whom they derive their rights, in accordance with Article 20 of the Montreal Convention;
  • The damage was not due to the negligence or any wrongful act or omission of the Carrier, its employees, or agents, to the extent that the amount exceeds 128,821 SDR per Passenger as stated in Article 21§2(a) of the Convention ;
  • The damage resulted solely from the negligence or wrongful act of a third party, to the extent that the amount exceeds 128,821 SDR per Passenger as stated in Article 21§2(b) of the Convention..

29.1.3 – Compensation Amount for Damages

The Carrier’s liability for bodily injury or death of a Passenger is not subject to any limitation. The compensation amount will cover the damage as determined by mutual agreement, by expert evaluation, or by competent courts.

The Carrier reserves all rights of recourse and subrogation against any third party.

In the event of a claim under Article 29.1.1, the person identified as the beneficiary may receive an advance to cover immediate needs, in proportion to the material damage suffered. Subject to applicable law, this advance in the event of death will be 16,000 SDR per Passenger, paid within 15 days of identifying the beneficiary and deductible from the final compensation owed for the deceased Passenger.

Under the Convention, the payment of these advances or prepayments does not constitute an admission of liability, and these amounts may be deducted from future payments by the Carrier as compensation, depending on its liability.

This advance is non-refundable unless it is proven that the negligence or wrongful act of the person seeking compensation or the person from whom they derive their rights caused or contributed to the damage, or if the person receiving the advance was not entitled to compensation.

29.2.1 – Characteristics of Recoverable Damage :

Only direct, proven damage resulting directly from a delay is recoverable, excluding any indirect damage and any form of non-compensatory damage.

The Passenger must provide proof of the existence of the damage directly caused by the delay.

29.2.2 – Extent of the Carrier’s Liability :

The Carrier will not be liable for damage resulting from a delay if it proves that it, its employees, or agents took all reasonable measures to avoid the damage, or that it was impossible to take such measures, particularly in cases of force majeure.

The Carrier is not liable for damage resulting from a delay if the Passenger is responsible for or contributed to the delay, meaning if the damage was caused wholly or in part by the negligence or wrongful act of the person seeking compensation or the person from whom they derive their rights.

29.2.3 – Extent of Compensation :

In the event of damage caused to Passengers by delay, as defined by the Montreal Convention, and except in cases of intentional acts or omissions causing damage or recklessly with the knowledge that damage could result, the Carrier’s liability is limited to 5,346 SDR per Passenger. Within this limit, compensation will be determined based on the damage proven by the Passenger.

In the case of damage resulting from a delay in the delivery of registered Baggage, and except for intentional acts or omissions causing damage or recklessly with the knowledge that damage could result, the Carrier’s liability is limited to 1,288 SDR per Passenger.

A capped compensation amount intended to cover only essential expenses may be granted to the Passenger, upon presentation of supporting documents, by request to customer service via the company’s website: www.air.caledonie.nc.

29.3.1 – Characteristics of Recoverable Damage

In accordance with the Montreal Convention, the Carrier is liable for damage resulting from the destruction, loss, or damage of registered Baggage when the accident causing the damage occurred onboard the aircraft or during any period when the Carrier was responsible for the registered Baggage.

29.3.2 – Exemption of the Carrier’s Liability

The Carrier will not be liable for damage to unregistered Baggage unless such damage results directly from the fault of the Carrier, its employees, or agents, which must be proven by the Passenger making the claim.

The Carrier will not be liable for damage to Baggage if such damage was caused wholly or in part by the negligence, wrongful act, or omission of the person seeking compensation or the person from whom they derive their rights.

The Carrier will not be liable for damage to the Passenger’s Baggage if the damage resulted from the nature or defect of the Baggage itself. If the contents of a Passenger’s Baggage cause harm to another person or to the Carrier, the Passenger will indemnify the Carrier for all losses and expenses incurred as a result.

The Carrier assumes no special liability for damage and/or loss caused to fragile, perishable, or valuable items, or inadequately packed items, unless the Passenger has made a Special Declaration of Interest and paid the corresponding additional fee.

The Carrier is not responsible for normal wear and tear, scratches, dents, marks, or other minor damage (zippers, locks, feet, and hinges) caused to Baggage during transport.

The Carrier will not be liable for the loss or damage of prohibited items in Baggage.

Passengers wishing to insure special risks (fragility, theft, etc.) or values exceeding the Carrier’s liability limitation must purchase additional insurance from their own insurer.

In the event of deterioration, delay, loss, or destruction of Baggage, the affected Passenger must file a claim with the Carrier within 7 days of arrival, including a detailed inventory letter assessing the damage and providing supporting invoices.

29.3.3 – Amount of Recoverable Damage

For registered Baggage, and except for intentional acts or omissions causing damage or recklessly with the knowledge that damage could result, the Carrier’s liability for damage will be limited to the maximum compensation cap of 1,288 SDR per Passenger. If a value has been declared, the Carrier’s liability will be limited to the declared value unless it can prove that the value exceeds the Passenger’s actual interest at delivery.

For unregistered Baggage admitted on board, the Carrier’s liability can only be engaged in the case of proven fault by the Carrier, its employees, or agents. In this case, liability will be limited to the maximum compensation cap of 1,288 SDR per Passenger. Otherwise, the Passenger alone is responsible for their cabin Baggage, which remains under their full supervision and care.

The amounts listed above are not flat-rate indemnities but liability caps. If the damage amount is less than these caps, the Passenger will only be entitled to reimbursement of the damage amount, which must be proven. However, if the proven damage exceeds the liability cap, the Passenger will only be entitled to compensation equal to the cap.

The Passenger must be able to prove the actual damage suffered. In the event of a claim, the current value of the lost or damaged Baggage at the time of loss or deterioration will be used as a reference.