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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

Rightful claimant : Any person entitled to claim compensation on behalf of a Passenger, in accordance with the applicable law.

Baggage: the articles, effects or other personal items of a Passenger, intended to be carried or used by him/her, necessary for his/her comfort and well-being during the journey. Unless otherwise provided, this term refers to both Checked Baggage and Unchecked Baggage of a Passenger.

Checked Baggage: Baggage of which the Carrier takes exclusive custody and for which it has issued a Baggage Check.

Unchecked Baggage: any Baggage of the Passenger other than Checked Baggage. Such Baggage remains in the custody of the Passenger.

Ticket: a valid document establishing the right to transportation. It embodies the Contract of Carriage, shows the identity of the Passenger (or Passengers if it is collective), his/her point of departure and destination, as well as the time of the journey. It includes the Flight Coupons, the Baggage Coupons when these have been checked in, and incorporates these General Conditions of Carriage.

It can be individual or collective, the paper ticket is no longer issued by Air Calédonie, instead an electronic copy is provided.

Electronic ticket or travel memo: the Ticket saved by the Carrier -or at its request- by a computer reservation system.

Baggage Check: see Baggage Check.

Contract of Carriage: The contract of carriage of passengers is evidenced by the issuance of an electronic ticket, individual or collective, and incorporates these general conditions.

The contract of carriage of baggage is evidenced by the issuance of a baggage voucher for each piece of checked baggage (see baggage voucher) and incorporates these general conditions.

Agreement: refers to each of the following official documents applicable to the Contract of Carriage:

  1. The Convention for the Unification of Certain Rules for International Carriage by Air signed in Montreal on May 28, 1999;
  2. Certain provisions of the regulations applicable to air transport carried out within the European Union and expressly made applicable in New Caledonia, such as the provisions of Council Regulation (EC) No. 2027/97 of October 9, 1997 on air carrier liability in the event of accidents as amended by EC Regulation No. 889/02 of May 13, 2002.

Baggage Coupon: the parts of the Ticket relating to the transportation of the Passenger’s Checked Baggage. It includes the Baggage Tag and the Baggage Check.

Baggage Check: the part of the coupon issued by the Carrier and given to the Passenger, showing the weight of the Baggage and the name of the associated Passenger (owner of the Baggage).

Baggage tag: the part of the coupon issued by the Carrier and affixed to the Baggage for the sole purpose of identifying it.

Damage: refers to death, injury, delay, total or partial loss or other loss of any kind (as defined in the Convention or below) arising out of or in connection with the air transportation or other services rendered by the Carrier in connection with the air transportation.

Special Drawing Right (SDR): the unit of account of the International Monetary Fund (IMF), the value of which is determined periodically by the IMF.

Layovers / intermediate stops : points, other than points of origin and destination, indicated on the Ticket and flight coupons as scheduled stops on the Passenger’s itinerary.

Service charge: the fee charged to the Passenger by the Carrier and/or its Authorized Agent, in consideration of the issuance of an Electronic Ticket. The Passenger shall be informed by the Carrier or its Authorised Agent of the amount of the applicable Fees before finalizing his/her Reservation. The Service Fee is non-refundable.

Force Majeure: a situation or circumstance beyond the control of the party invoking it, and which is unpredictable, irresistible and external, in particular: fire, explosion, flood, cyclone, natural disasters, embargo, riots, insurrection, terrorist act, political unrest, general strike, strike outside the company’s personnel, health crisis, act committed by third parties. It will have the consequence of exonerating the debtor from his obligation to perform and to repair the damage resulting from the non-performance. The parties also refer to the cases of force majeure retained by the jurisprudence of the courts of New Caledonia.

Check-in Deadline (CDT): the time limit, as indicated for each flight, by which the Passenger must have completed check-in formalities and received his/her boarding pass or access card.

Travel Memo: see definition of electronic ticket

Passenger: any person in possession of a valid ticket, carried or to be carried by air, with the agreement of the Carrier.

Passenger with Reduced Mobility: any person whose mobility is reduced when using a means of transport due to a physical disability (sensory or locomotor, permanent or temporary), an intellectual disability, age or any other cause of disability and whose situation requires special attention and adaptation to his/her needs.

Person entitled to compensation: the Passenger or any person entitled to compensation in respect of such Passenger, in accordance with applicable law.

Reservation: the fact that a Passenger is in possession of a Ticket or other proof indicating that the Reservation has been accepted and recorded by the Air Carrier or tour operator.

Segment: the portion of the trip between a takeoff and a landing.

Fares: the costs, fare schedule and corresponding General Conditions of Carriage published by the Carrier.

Carrier: the Airline which has issued the Ticket, as well as any airline which carries or undertakes to carry the Passenger and/or his/her Baggage under this Ticket.

Air transportation: Air transportation consists of the carriage by aircraft from a point of origin to a point of destination of passengers, goods or mail. It may be performed free of charge or for hire.

Domestic flight: any flight whose origin and destination are located on Grande-Terre (main island), the Isle of Pines, and the Loyalty Islands.

The present General Conditions of sale and carriage apply to all air transportation of Passengers and Baggage performed by Air Calédonie for valuable consideration or free of charge, unless otherwise specified by the Carrier on the ticket and referred to in its regulations or in the contracts.
All carriage is subject to the Carrier’s General Conditions and fare regulations in force at the time the Ticket is issued or, if this date cannot be determined, at the time of commencement of carriage covered by the first Flight Coupon of the Ticket.
These General Conditions are established in application of the Montreal Convention made applicable by certain provisions of the regulations applicable to air transportation within the European Union.
Part of the texts of the European regulations referenced CE 2027/97 and CE 889/2002, aim at a de-capped compensation for personal injuries suffered in this context, outside the cases provided for by the said regulations.

The Passenger undertakes to provide the Carrier with all the information necessary to make the reservation and to communicate the notifications : identity (surname/first name/nationality/date and place of birth/number and type of ID). The Passenger must also communicate his/her telephone number (preferably mobile) as well as a valid e-mail address in order to be contacted in real time by the Carrier in case of modification or cancellation of the flight, change of schedule etc…
Reservations must be accepted and recorded by the Carrier or its Authorized Agent in the reservation system to be confirmed (confirmed status). The Carrier may provide written confirmation of the reservation upon request.

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.

Segments of the same ticket must be used by the Passenger in their entirety and in sequential order. If the Passenger fails to check in for a flight, the Carrier may cancel his/her tickets for onward or return journeys, unless the Passenger has informed the Carrier in advance and in compliance with the possibilities of modification or cancellation and with the fees provided for in the fare conditions accessible on the company’s website: www.air-caledonie.nc . In any case, the segments not travelled will not give rise to any refund.

Passengers traveling in groups (15 or more passengers) are required to request a quote from the carrier. They have 2 weeks to confirm their reservation with the payment of a deposit.

Any person requiring special assistance is required to seek prior approval from the Carrier’s sales team at the time of Reservation and at least 48 hours before departure. Carrier may refuse transportation for reasons related to safety requirements.

Passengers who, at the time of purchase of their Electronic Ticket, have obtained the consent of the Carrier, with full knowledge of the facts, may not be denied boarding due to their disability or special need.

On the other hand, if a request corresponding to the cases referred to in paragraphs e.1., e.2. and e.3. below, is made only at the time of check-in, the Carrier is entitled to refuse to board the Passenger in accordance with the provisions of this article.

e.1. Sick person or other special assistant

The carriage of Passengers with Reduced Mobility, sick persons or any other person requiring special assistance is subject to the prior agreement of the Carrier.

If the Passenger has a medical history, he/she is recommended to consult a doctor before boarding a flight, and to take all necessary precautions.

 

Access to certain seats may be denied to disabled persons and persons with reduced mobility in order to comply with applicable aviation safety requirements. Access restrictions apply to seats near emergency exits.

Passengers whose body type requires a second seat must indicate this at the time of booking and pay for the second seat at the corresponding price.

e.2 Luggage and transport of mobility equipment

Air Calédonie carries free of charge in the hold, in addition to the baggage allowance, mobility equipment (wheelchair or walker) subject to sufficient space on board the aircraft and without prejudice to the application of legislation relating to hazardous materials.

 

e.3. Pregnant women

Pregnant women whose pregnancy is progressing without any particularity can travel without any particular formality until the thirty-eighth (38th) week. After this date, the pregnant woman must provide a medical certificate of less than 24 hours, attesting to a very low risk of imminent delivery. However, the Company advises you to consult your doctor before your departure.

 

e.4. Children – Infants

Ticket reservations for a minor passenger are subject to the agreement of his/her legal guardian or to proof of the act of emancipation of the minor, if applicable.

This agreement is evidenced by the registration of a valid ID of the said legal guardian, as well as all the information necessary for the realization of the reservation and the communication of the notifications to the passengers as mentioned in a) of the present article.

 

Unaccompanied children are not accepted on Air Calédonie flights.

Any child up to the age of eleven (11) must be accompanied by a valid and responsible person of at least eighteen (18) years of age or by his/her parent or legal guardian. An adult may have a maximum of 11 children under his/her responsibility during the same flight.

 

For safety reasons, the number of children under 2 years of age (infants) on board an aircraft is limited to 6. The infant fare does not allow for a seat during the flight. The infant travels on the lap of a parent, legal guardian, or a responsible person of at least eighteen (18) years of age.

An accompanying person can only have one baby under his/her responsibility.

 

Before accepting the purchase, Air Calédonie will indicate to the Passenger the applicable schedules, which will be reproduced on the ticket. It is possible that the Carrier will have to modify the scheduled flight times, after the purchase of the ticket. For this reason, Passengers are strongly recommended to leave their contact details or those of a contact person at the departure and destination points so that the Carrier can inform them of such changes. Passengers are invited to check with the Carrier, before their scheduled departure date, that the flight Schedules appearing on their Travel Memo have not been modified.

Air Calédonie undertakes to make its best efforts to transport the Passenger and his/her baggage with reasonable diligence. The times indicated on the tickets or elsewhere are not guaranteed and do not constitute an element of the contract of carriage. Air Calédonie may, without notice, substitute other carriers, use other aircraft.

Air Calédonie assumes no responsibility for connections purchased on another contract of carriage.

Refers to the time limit before which the Passenger must have completed check-in formalities, including, if applicable, baggage, and be in possession of his/her boarding pass.

Air Calédonie will communicate the information relating to the Check-in Deadline (CDT) applicable to each flight. The Passenger must arrive at the Carrier’s check-in counter sufficiently early before the flight departure, in order to avoid overcrowding and to complete all formalities before the Check-in Deadline indicated by the Carrier.

Passengers must respect the Check-in Deadline. If they fail to do so, they will be considered as not having checked in (“no show”) and will be denied access to the aircraft in accordance with article 15 of these general terms and conditions (and, if applicable, the return flight of their trip may be cancelled.

It is set at H-30 min from the departure time of your flight. If they fail to do so, the Passenger is considered as not having presented themselves for boarding (“no show”) and will be denied access to the aircraft and, if necessary, the return flight of your trip may be cancelled, without any liability to the Passenger.

Rates, expressed in Pacific Francs, apply only to transportation from the airport of origin to the airport of destination, unless otherwise specified. They do not include surface transportation between airports, or between airports and the city.

The applicable Fares are those published by the Carrier or calculated by the Carrier in accordance with the fare regulations in force for the flight(s) indicated on the Travel Memo, from the point of departure to the point of destination, at the date of purchase of the Electronic Ticket. Any change in the date or time of travel may have an impact on the applicable Fare.

Any fees, taxes or charges imposed by any government or other authority or by the operator of an airport shall be borne by the Passenger, who shall be notified thereof at the time of Ticket purchase. Nevertheless, fees, taxes and charges may be created or increased after the date of purchase of the Ticket and the Passenger shall pay the corresponding amount. Conversely, if any of such fees, taxes and charges are reduced or waived, the Passenger may be reimbursed for the amount thereof.

The following payment methods are accepted: cash, credit cards, wire transfers and credit notes (EMD).

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

Air Calédonie keeps the full and entire property of the sold tickets until the full payment of the price, in principal, expenses and taxes included.

The company offers a fare structure with several fare levels that offer associated conditions. The full fare allows maximum flexibility, while the lowest fare imposes greater constraints. Each fare is subject to a length of stay, which is the minimum and maximum number of days that the passenger can spend at the destination. Each fare, except for promotional fares, can be modified and refunded within a certain time frame and with penalties that can amount to 100% of the ticket price. Finally, the baggage allowance may be different depending on the fare paid.

It is important to choose and check the fare conditions before paying for your reservation. They are available in full on the company’s website: www.air-caledonie.nc. They may be modified at any time by the Carrier, but become fixed after payment of the ticket.

When the customer clicks on “I confirm that I have read and accept the General Conditions”, the customer is then irrevocably bound to the Carrier. This acceptance cannot be questioned at any time.

a.1 The Electronic Ticket attests to the existence of a Contract of Carriage, both in its conclusion and in its content, between the Carrier and the Passenger whose name appears on the Travel Memo.

a.2 The Carriage service is only provided to the Passenger designated on the Electronic Ticket or on the Travel Memo. The Carrier reserves the right to proceed, at any time, with documentary verification of the identity of the Passenger.

a.3 An Electronic Ticket or a Travel Memo is not transferable. If a person other than the person who is to travel presents himself/herself with a Travel Memo for carriage or refund, the Carrier shall not assume any liability, if in good faith, the Carrier carries or refunds the person presenting the document. The modification of the passenger’s name would be equivalent to an assignment of the Ticket and is never possible.

a.4 Electronic Tickets sold at reduced fares are partially or totally non-changeable and/or non-refundable (see fare conditions on the www.air-caledonie.nc website). It is the Passenger’s responsibility, at the time of booking, to ensure that the conditions applicable to the use of their Ticket are respected and, if necessary, to take out the appropriate insurance to cover the eventuality of having to cancel their journey.

a.5 If the Passenger benefits from a fare reduction or a fare with special conditions, the Passenger must be able, at any time during his/her journey, to provide the appropriate supporting documents and to demonstrate the regularity of the fare. Failing this, a fare adjustment corresponding to the difference between the Fare including tax initially paid and the Fare including tax that should have been paid, will be made or the Passenger may be denied boarding.

b.1 Unless otherwise provided for either in the Electronic Ticket or in these General Conditions of Carriage, or in the event of a particular Tariff affecting the period of validity of a Ticket, as indicated on the Travel Memo, a Ticket is valid for one year as from the date of issue.

b.2 If, after having started his/her journey, the Passenger is prevented, for health reasons, from continuing his/her journey during the period of validity of the Ticket, the Carrier may extend the validity of the Ticket upon presentation of an appropriate medical certificate, until the date on which the Passenger will be able to travel again or until the date of the first available flight, and at the latest three months from the date indicated on the medical certificate, except in the case of special Fare conditions.

b.3 In the event of the death of a Passenger before or during the journey, reimbursement may be made in accordance with the fare conditions of the Ticket.
In the event of the death of a Passenger during the journey, the period of validity of the Tickets of the persons accompanying the deceased may be extended, upon receipt of a death certificate. Any extension shall not exceed forty-five (45) days from the date of death.

c.1 A Ticket is valid only for the carriage indicated from the point of departure to the point of destination. The fare paid by the Passenger corresponds to the route indicated on the Ticket and is an integral part of the Contract of Carriage. The Ticket shall not be accepted and shall lose all validity if the Segments have not been used in the order in which they were issued.

c.2 The change of the point of departure or destination of the journey by the Passenger may result in the modification of the fare.

The Carrier’s identification may appear in abbreviated form on the Ticket, by means of its Designator Code or in any other form.

Passengers must carefully and accurately provide their full contact details to enable the Carrier to contact them in New Caledonia. Any error concerning the name, first name, e-mail address or telephone number is the sole responsibility of the Passenger.

The personal data that you are likely to communicate to us are mainly used for the purposes of booking and purchasing a ticket or to enable you to benefit from our newsletter.

The data communicated by the Passenger is mainly used for the purposes of booking and purchasing a Ticket, providing specific services in connection with the transport service, prospecting, loyalty, promotion and commercial information, receiving our newsletter and carrying out statistical studies.
The data collected may be communicated to the authorized personnel of the Carrier, its partners (Authorized Agents, Carriers within the meaning of these general terms and conditions, etc.) or its ancillary service providers, within the framework of the accomplishment of all or part of the purposes referred to above, regardless of the country in which they are located.

In accordance with the present general conditions, the absence of communication or the inaccuracy of the data may lead to a refusal of boarding, without Air Calédonie being held responsible.
In very exceptional circumstances, Air Calédonie may be legally required, in accordance with the laws and regulations applicable in France and internationally, to communicate confidential information to the authorized French public authorities (customs, etc.).
Air Calédonie has put in place all measures to ensure the protection of the confidentiality and security of the data collected in the framework of its activities. Access to such data is limited and procedures are in place to avoid any loss, misuse or fraudulent use of data.

Passenger’s rights on their data: The personal data transmitted to the Carrier in the context of this air carrier activity are collected and processed by the Commercial Department in its capacity as Data Controller within the meaning of the provisions of the General Regulation on the Protection of Personal Data (GRPD).
This personal data is collected, depending on the case, on different legal bases (your consent, contractual necessity, compliance with a legal obligation and/or the legitimate interest of the Data Controller).

The purpose of their processing is to enable us to have useful and necessary information about you in order to :
 provide our services as an air carrier and sell air transport tickets,
 registration and access to an individual account, which allows the user to manage his reservations,
 allow the registration and reception of our newsletter and our commercial offers,
 the promotion of products and services,
 the online payment of offers,
 to send a contact form,
 sending online applications to an identified contact address,
 and more generally within the framework of contractual and commercial relations with Air Calédonie.

The information collected is likely to be transmitted in a general way to our partners, in particular our IT and legal partners.
The data collected concerning you will be kept for the entire duration of our contractual relations and then archived for a period of three (3) years, in the absence of shorter or longer periods specially provided for in the event of litigation.

You have the right to access, rectify and limit your personal data, as well as the right to object and to portability in accordance with the law. If you wish to exercise these rights, you can contact our data protection officer:
– At this email: cnil@air-caledonie.nc
– or by mail (with a copy of your identity card in case of exercising your rights) to the following address: SOCIETE CALEDONIENNE DE TRANSPORTS AÉRIENS – AIR CALEDONIE, BP 212, 98845 Nouméa Cedex – New Caledonia

You also have the right to file a complaint with the Commission Nationale de l’Informatique et des Libertés :
CNIL,
3 place de Fontenoy BP 80715,
75334 Paris Cedex 07

a. If the Passenger wishes to change all or part of the dates or times of his/her journey, he/she must first contact the Carrier. The fare will be recalculated according to the availability of the fare class on the new flight requested and the addition of any applicable penalties. The Passenger will then have the option to accept the new fare or to maintain the initial carriage as indicated on the Travel Memo.
The identity of the Passenger or the destination of the trip can never be changed.

b. Each Flight Segment of the Ticket will be valid for the fare class, date and flight corresponding to the confirmed reservation. In case of non-compliance with the conditions of the fare class, Carrier may cancel the reservation or the Ticket or may charge an additional fare.

In accordance with the fare conditions, the Carrier will refund all or part of an unused Electronic Ticket under the following conditions:
a. Except as otherwise provided in this article, the Carrier shall be entitled to make the refund, on the basis of sufficient proof to either the Passenger or the payer of the Electronic Ticket.
b. A refund made to a person claiming to be the person entitled to such refund shall be deemed to be a discharge and shall relieve the Carrier of any liability and of any subsequent claim.
c. If the Carrier establishes that the claim for refund results in whole or in part from negligence, omission or wrongful conduct on the part of the Passenger claiming the refund or of the person from whom such rights are borrowed, the Carrier shall be wholly or partially relieved of its liability to the other party.

vs. If the Carrier establishes that the refund request results in whole or in part from negligence, omission or wrongful behavior on the part of the Passenger who is claiming the refund or of the person from whom these rights are borrowed, the Carrier will then be entirely or partially relieved of its liability towards the other party.

b.2.1 For any unused segment, the Passenger may request a refund, which shall be in an amount equivalent to :
(a) the fare paid, less any service charges and penalties, if no part of the Ticket has been used, and according to the refund conditions applied by the Carrier.
(b) the difference between the fare paid and the fare applicable to the scheduled trip for which the Ticket was used (subject to sequential use of coupons), less any applicable service charges and penalties.

b.2.2 Governmental requirements or any other contractual document between the Carrier and the Passenger may exclude the possibilities of refunds referred to in 2.1 of this paragraph, in particular in the case of Tickets whose fares are subject to restrictions or marked “non-refundable”.

Carrier reserves the right to refuse refund of a Ticket:
(a) if requested after the expiration of the validity date.
(b) in a different currency.
(c) marked “non-refundable”.

Subject to applicable law, Carrier reserves the right to make refunds in the same form and in the same currency as that used to purchase the Ticket.

Refunds will be made only by the Carrier who originally issued the Ticket or by an Authorized Agent, if authorized.

Air Calédonie provides a personalized online customer area accessible on the website www.air-caledonie.nc
All operations carried out on the Air Calédonie website are secure via the mandatory use of an individual customer account and secure payment methods.

The following operations are possible online: booking a flight, retrieving an existing reservation, paying for a reservation with a credit card or gift voucher, modifying a reservation, validating a modification by paying a penalty or a fare difference, benefiting from the country continuity system (for transport card beneficiaries).
The following are not possible online: booking a Le Pass fare, paying in cash or by bank transfer.
Online payments, by credit card only, are managed by the EpayNC platform which secures all transactions through the 3D Secure system.

The Passenger is required to obtain all documents, identity papers, passports, visas and special permits necessary for his/her journey, and to comply with all legal provisions applicable in New Caledonia, as well as the Carrier’s regulations and instructions relating thereto.
The Carrier shall not be held responsible for the consequences suffered by the Passenger in the event of non-compliance with the obligations referred to in this paragraph.

(a) The Passenger shall allow the Carrier to take a copy of the aforementioned documents, if necessary, or to note the information contained therein.

(b) The Carrier reserves the right, in accordance with Article 15, to refuse carriage if the Passenger does not comply with the laws and regulations in force or if the Carrier has doubts as to the validity of the documents presented.

(c) The Carrier shall not be liable for any loss or expense suffered by the Passenger for not complying with the legal provisions.

If the Carrier has to pay or deposit the amount of a fine or penalty or incur expenses of any kind, in particular as a result of the non-compliance, whether voluntary or not by the Passenger, with the law in force in New Caledonia, the Passenger shall reimburse the amounts thus paid or deposited and the expenses incurred. The Carrier may use for such purpose any sum paid to it for carriage not performed or any sum belonging to the Passenger of which the Carrier is the holder.

d.1 The Passenger may be asked to attend the inspection of his/her Baggage at the request of customs or any other governmental authority. The Carrier shall not be liable for any Damage or loss suffered by a Passenger who fails to comply with this provision.

d.2 The Passenger shall indemnify the Carrier if an act, omission or negligence on his/her part during the inspection causes damage to the Carrier.

e.1 The Passenger is required to submit to the safety (and security) checks required by the governmental or airport authorities and at the request of the Carrier.

e.2 The Passenger shall submit to the verification of the documentary concordance at check-in between the identity mentioned on the ticket, the boarding pass and the identity document in his/her possession attesting his/her identity. All passengers will be subject to this check, regardless of their age (including minors) or status.

e.3. The Passenger will also be subject to the verification of the documentary concordance at the time of boarding between the identity mentioned on the valid boarding pass and the identity document in his/her possession, certifying his/her identity.

e.4. The Carrier shall not be liable for refusing to carry a Passenger, if such refusal is based on the firm belief that the law, government regulations and/or applicable requirements so require.

e.5. Passengers with reduced mobility or with specific medical needs or devices (pacemaker, pin, prosthesis) are informed that screening may require medical certificates or medical prescriptions.

The Passenger shall present at check-in and at boarding any necessary identification document in accordance with the provisions relating to security checks (article 13.e.).

If the Passenger fails to present a document that has been made compulsory, the Carrier may cancel the seat that has been reserved for him/her and dispose of it, without any liability to the Passenger.

The Carrier may, at any point of embarkation and/or connection, refuse to carry the Passenger and his/her Baggage, if one or more of the following cases have occurred or are likely to occur

(a) The Passenger has not complied with applicable law, including regulations concerning safety or security.

(b) the carriage of the Passenger and/or his/her Baggage could endanger the safety, health, comfort or convenience of other Passengers or the crew, in particular if the Passenger uses intimidation, aggressive or inappropriate behaviour, or uses abusive or insulting language towards the ground staff and/or the crew

(c) The Passenger’s physical or mental condition, in particular if they are under the influence of alcohol or taking drugs or medication, could present a danger or risk to themselves, other Passengers, the crew and/or property.

(d) The Passenger has compromised safety, good order and/or discipline during the check-in of the flight or during a previous flight and the Carrier has reason to believe that such conduct may be repeated.

(e) The Carrier has notified the Passenger by any means that it would not be able to carry him/her again. In such case, a refund of the Ticket may be granted.

(f) The Passenger has not respected the check-in and boarding deadlines.

(g) The Passenger has refused to undergo the security checks provided for in articles 16.h. and 13.e. below or has refused to provide proof of his/her identity.

(h) The Passenger is unable to prove that he/she is the person designated in the “Passenger’s name” box of the Ticket.

(i) The Passenger (or the person who paid for the Ticket) has not paid the applicable Tariff and/or any fees, penalties, taxes or charges due.

(j) The Passenger does not possess valid travel documents, or has destroyed them, or their travel documents are out of date, incomplete in accordance with applicable regulations, or fraudulent (impersonation, forgery or counterfeiting of documents).

(k) The Ticket presented by the Passenger has been obtained fraudulently or purchased from a non-accredited organization, or has been falsified or counterfeited.

(l) The Passenger has not used the Flight Segments in the order in which they were issued, in accordance with the provisions of article 8 above.

(m) The Passenger requests, at the time of check-in or boarding, any particular assistance not requested at the time of booking the trip.
In the cases provided for in (h), (j), (k) and (l) above, the Carrier reserves the right to retain the Passenger’s Ticket.
A Passenger who is at the origin of one or more incidents listed by the Company may be refused the reservation or purchase of a Ticket, as well as access on board, for a limited period of time, by discretionary decision of the Company’s management.

Each Ticket entitles the holder to the carriage of a limited quantity of Baggage (in number and/or weight and size) free of charge. The free allowance appears on the Travel Memo, which is authentic, and must be taken into account in all cases. The Passenger may not, at any time, avail himself/herself of any derogatory conditions not mentioned on the said Memo Travel. Information is available from the Carrier.

Baggage checked and accepted in the hold in excess of the above-mentioned allowance will be subject to an additional fee. The conditions for payment of excess Baggage are available upon request at the Carrier’s sales offices.

In any case, the maximum weight per checked baggage item shall not exceed twenty-three (23) kilograms.

Passengers must not include in their Baggage:

d.1. Objects that may constitute a danger to the aircraft, persons or property on board, such as those specified in the International Civil Aviation Organization (ICAO) and International Air Transport Association (IATA) Dangerous Goods Regulations and in the Carrier’s regulations; this includes explosives, pressurized gases, oxidizing, radioactive or magnetized substances, flammable substances, toxic or corrosive substances, liquids of any kind (with the exception of liquids carried in hand luggage in limited quantities and intended for the personal use of the Passenger during his/her journey);

d.2. Items the carriage of which is prohibited by the law in force in New Caledonia;

d.3. Objects which the Carrier reasonably considers that their weight, size, unpleasant odor, configuration or nature, in particular fragile or perishable, make them unfit for carriage, taking into account the type of aircraft used;

d.4. Firearms and ammunition. Only firearms and ammunition intended for hunting or sporting purposes or held by sworn agents may be accepted as Checked Baggage, provided they are unloaded, properly packed, have the safety catch engaged and are accepted by Carrier at the time of Ticket reservation and upon presentation of the required supporting documents;

d.5. Edged weapons, stabbing weapons, aerosols that can be used as weapons of attack or defense; collectible weapons, swords, knives and other such weapons. Excluded in the cabin, they may be accepted as Checked Baggage, subject to Carrier’s acceptance;

d.6. Live animals. The conditions of carriage of pets are established in paragraph 10 of this article.
In the event of fraud, the Passenger travelling with such non-admitted items shall reimburse the fines, losses, repairs and other costs incurred as a result of such situation. Any legal action may be taken by the Carrier if necessary.
Perishable goods, medicines, medical devices, money, jewelry, works of art, precious metals, valuables or other precious objects, expensive clothing, optical or photographic equipment, computers, electronic and/or telecommunication equipment, identity documents, keys, samples, business papers, manuscripts or securities, the Passenger is advised to keep them in Cabin Baggage, the Carrier being released from its liability in case of theft, disappearance or loss in Checked Baggage.
Passengers are reminded that the Carrier is exempt from liability if the damage results from the nature or inherent vice of the Baggage.
Information on such non-admitted items may be provided by the Carrier to the Passenger, upon request.

e.1. At any embarkation or intermediate point, Carrier may, for safety and/or security reasons, refuse to carry as Baggage the items listed in paragraph 4 above, or refuse to continue to carry them, if discovered during the journey. Carrier is under no obligation to take custody of Baggage and/or items refused. If it does so, the Carrier shall not assume any liability for their safekeeping or for any damage they may cause.

e.2. the Carrier may refuse to carry as Baggage any object due to its size, shape, weight, content, configuration, nature or offensive odour or for operational, security/safety reasons or to preserve the comfort and convenience of Passengers.

e.3. Carrier may refuse to carry Baggage which it reasonably considers to be inadequately packed or placed in unsuitable containers.
Information on packaging, unsuitable containers or unauthorised types of Baggage is available upon request.

For security/safety reasons, the Carrier may ask the Passenger to agree to a search or screening of his/her and/or his/her Baggage. If the Passenger is not available, his/her Baggage may be checked or searched in his/her absence in order to verify whether it contains any prohibited items. If the Passenger objects, the Carrier may refuse to carry him/her and his/her Baggage. If such checks damage the Baggage and its contents or cause Damage, the Carrier shall not be held responsible.

g.1. As soon as the Passenger has handed over his/her Baggage at check-in, the Carrier shall take custody of it and issue to the Passenger a Baggage Check for each Baggage checked.

g.2. The Passenger shall affix his/her name or any other form of identification to the Baggage.

g.3. Checked Baggage shall, whenever possible, be carried on the same aircraft as the Passenger, unless for operational or safety/security reasons, the Carrier or the Captain decides that it shall be carried on another flight. If this is the case, the Baggage will be made available at the destination airport.

g.4 It is the Passenger’s responsibility to ensure that the contents of his/her Baggage are suitably packed and protected, in particular for fragile effects or objects (notably musical instruments, precious objects).

h.1. The Carrier imposes maximum dimensions and/or weight for the only Baggage that the Passenger may carry in the cabin. The Carrier reserves the right to refuse a Cabin Baggage, depending on the operating conditions. If not specified by the crew, the Cabin Baggage must be placed under the front seat or in an enclosed storage space.

h.2. Cabin Baggage remains the sole responsibility of the Passenger for the duration of the carriage.

i.1. Subject to the provisions of paragraph 7 (c) of this article, it is the Passenger’s responsibility to collect his/her Baggage as soon as it is made available to him/her at the points of destination or Voluntary Stopping Places, the Carrier not being bound by any obligation beyond the time when it is made available. Within a period of one month as from the said availability, the Carrier may dispose of the Baggage, without incurring any liability towards the Passenger.

i.2. Only the bearer of the Baggage Check, or the person who establishes his/her rights, is entitled to collect the Baggage.

i.3. Acceptance of the Baggage by the bearer of the Baggage Check without protest at the time of delivery shall constitute a presumption, in the absence of proof to the contrary, that the Baggage has been delivered in good condition and in accordance with the Contract of Carriage.

The carriage of pets is permitted in the hold, by cargo only, in accordance with the fare conditions in effect, upon acceptance by Carrier and subject to the following terms and conditions:

j.1. Pet dogs and cats of small size must be properly placed in a labeled container. The container provided by the Passenger must comply with the criteria set by the Carrier (in particular, its nature and size), which may reserve the right to refuse the said container.
j.2. Females about to give birth or having given birth during the week preceding the carriage are not allowed; the carriage of unweaned pups or pups less than eight (8) weeks old is forbidden; animals under tranquillisation are not allowed.
j.3. Guide dogs and their cages accompanying Passengers with Reduced Mobility will be carried free of charge, in addition to the Baggage allowance.
j.4. it is the sole responsibility of the Passenger to obtain and present all documents required by the veterinary authorities and/or to obtain the authorization of the customary authorities (necessary depending on the destination). Carrier will not accept the carriage of animals without the required documents. The Carrier assumes no responsibility for injury, loss, delay, illness or death of the animals transported, except in case of negligence or act attributable to the Carrier. In the event of fraud, absence or irregularity of the required documents, Passengers travelling with such animals shall be liable for any fines, losses, repairs and other costs incurred as a result of such situation.

  1. Carrier will make every effort to take all necessary measures to carry the Passenger and his/her Baggage without delay.

If the Carrier cancels a flight or if it operates it with an excessive delay in relation to the scheduled time (for example, a postponement to the next day), or if the flight does not stop at the voluntary Stopover point or destination, the Carrier undertakes, in agreement with the Passenger, to :

– offer the Passenger a seat on the next available flight, at no additional cost, and, if applicable, extend the validity of the Ticket accordingly, or

– reroute the Passenger to the destination indicated on the Ticket within a reasonable time, in whole or in part on its own flights or those of another carrier, or by any other means of transportation, or

– reschedule the trip without penalty to a later date within 90 days

– refund the Ticket in accordance with Article 11 and the fare conditions.

 

In addition, and in order to avoid the cancellation of the carriage, the Carrier may offer the Passenger to travel on another aircraft or to make the journey on the flights of another Carrier and/or by any other means of transport (boat, bus, etc.). If the Passenger accepts the rerouting, he/she may not subsequently request a refund of all or part of his/her Ticket, for the Segment concerned.

 

  1. If the cause of the flight cancellation is external to the Carrier, in particular in the event of force majeure as defined in article 2, the Carrier shall not be held responsible for the costs resulting from the contingency, which shall remain the sole responsibility of the Passenger.
  2. In the event that the delay or cancellation is caused by the Carrier, Passengers who are not residents of the island of departure of the flight segment affected by the delay may, subject to applicable law, be entitled to a voucher for their food and accommodation expenses only from partner establishments. In the absence of this prior arrangement with the Company, the Passenger may not claim reimbursement of expenses incurred on his/her own initiative.
  1. The Carrier reserves the right to assess the behaviour of a Passenger on board, and to consider whether such behaviour is likely to hinder, threaten or endanger any person or persons, property or the aircraft. In this context, the Passenger must comply with the instructions of the crew to ensure the safety and security of the aircraft, the smooth running of the flight and the comfort of the other Passengers.
  2. For safety reasons, the Carrier may prohibit or limit the use on board of electronic devices, in particular cell phones, laptops, touch tablets, MP3 and MP4 players, electronic game consoles, except for hearing aids and pacemakers.
  3. While on board the aircraft, a Passenger shall not, as a result of the consumption of alcohol, drugs or any other substance, engage in any conduct likely to cause discomfort, inconvenience, threaten or endanger any person or persons, property or the aircraft itself.
  4. Smoking and the consumption of alcohol on board the aircraft are strictly prohibited.
  5. If the Passenger behaves as described in the previous paragraphs, the Carrier may take any appropriate measure to prevent the continuation of such behaviour. To this end, the Carrier may resort, at any time during the flight, to restraining measures and/or disembarkation of the Passenger.
  6. If the Passenger does not comply with the provisions of this article (and those of article 15 relating to refusal and limitation of carriage) or commits a reprehensible act, the Carrier reserves the right to take legal action against such Passenger.

The Carrier’s liability shall be determined by these general terms and conditions, unless otherwise notified to the Passenger. If the Carrier’s liability is incurred, it shall be under the following conditions:

a.1 The carriage performed under these General Conditions of Carriage is subject to the Regulation of the European Parliament and of the Council (EC) No. 889 of 13 May 2002 amending Council Regulation (EC) No. 2027 of 9 October 1997 on air carrier liability in respect of the carriage of passengers and their baggage and, where applicable, to IATA Agreements.

a.2 The liability of the Carrier is limited to the Damage occurring during the Air Carriage for which its Designation Code appears on the Travel Memo or the Electronic Ticket.

a.3 The Carrier’s liability shall in no way exceed the amount of the proven direct Damage. The Carrier shall not be liable for indirect, subsidiary or consequential Damage. Any Damage, regardless of its origin, shall be subject to the provisions of the Convention except as otherwise provided in the Conditions of Carriage.

a.4 If the negligence or other wrongful act or omission of the person claiming compensation or of the person from whom he/she derives his/her rights caused or contributed to the Damage, the Carrier shall be wholly or partly exonerated from its liability to such person, including in the event of death or bodily injury, in accordance with the law in force.

a.5 The Carrier shall not be liable for Damage resulting from the Carrier’s compliance with governmental laws or directives, mandates or requests, nor for the Passenger’s failure to comply with such rules.

a.6 The Contract of Carriage, including these General Conditions of Carriage and all exclusions or limitations of liability contained herein, shall apply to and benefit the Authorized Agents of the Carrier, its servants, agents, representatives and the owner of the aircraft used by the Carrier, as well as the agents, employees and representatives of such owner. The aggregate amount recoverable from the aforementioned persons shall not exceed the amount of the Carrier’s liability.

a.7 Except as otherwise expressly provided, nothing in these Conditions of Carriage shall imply a waiver of any exclusion or limitation of liability of the Carrier, the owner of the aircraft, their agents, servants or representatives, under the Convention or applicable law.

b.1 In accordance with the Montreal Convention, the Carrier is liable for Damage in case of death or bodily injury suffered by a Passenger, when the accident causing the Damage occurred on board the aircraft or during any embarkation or disembarkation operations, within the meaning of the Convention, and subject to the cases of exemption from liability.

b.2 In the event of liability as referred to in Article 19.2.1, the Carrier shall not exclude or limit its liability for Damage in an amount less than 128,821 SDRs per Passenger. However, the Carrier remains entitled to invoke Article 19.1.4. The Carrier shall not be liable for Damage in the event of death or personal injury exceeding 128,821 SDRs per Passenger, if the Carrier proves that

  • the Damage concerned is not due to negligence or other wrongful act or omission on the part of the Carrier, its servants or Agents; or
  • the Damage concerned is solely due to negligence or other wrongful act or omission of a third party.
  • The Damage concerned was caused, in whole or in part, by the negligence, wrongful act or omission of the person claiming compensation or the person from whom he or she derives his or her rights, as defined in Article 20 of the Montreal Convention.
  • The death or bodily injury that occurred is the result of the physical or mental state of health of the Passenger prior to boarding the flight.

b .3 If the age or bodily or mental condition of a Passenger carried is such as to constitute a threat or risk to the Passenger, the Carrier shall not be liable for his/her illness, injury or death, nor for the aggravation of the illness or injury concerned, if the Damage is due to such condition or its aggravation.

b.4 In the event of a claim as referred to in paragraph (a), the Carrier shall pay, no later than 15 Days after identification of the persons entitled to compensation, an advance payment which must enable the immediate financial needs to be met, in proportion to the loss suffered.

b.5 Subject to the provisions of Article 19.2 (d), this advance payment to the rightful claimant shall amount in the event of death to 16,000 SDRs per Passenger.

b.6 An advance payment shall in no way be considered as an acknowledgement of liability and may be deducted from subsequent sums paid on account of the Carrier’s liability. However, a claim may be made pursuant to Article 19.1 (b); or if the advance payment was paid illegitimately as a result of an unlawful act committed by the Passenger concerned, or to which the Passenger may have contributed; or if the Passenger is not the person entitled to be compensated.

b.7 The Carrier reserves any right of recourse or subrogation against third parties.

c.1 Characteristics of reparable Damage:

In accordance with the Montreal Convention, the Carrier is liable for Damage arising from the destruction, loss or damage of Checked Baggage when the accident causing the Damage occurred on board the aircraft or during any period when the Carrier had custody of the Checked Baggage.

The Carrier shall not be liable for Damage to Unchecked Baggage, unless such Damage is the direct result of the fault of the Carrier, one of its employees or agents, which fault must be proved by the Passenger who invokes it.

Customers wishing to insure special risks (fragility, theft, etc.) or values in excess of the Carrier’s liability limit are required to take out additional insurance with their own insurer.

In the event of damage, delay, loss or destruction of baggage, the passenger concerned must send a claim to the Carrier within 7 days after the date of arrival, including a letter of inventory detailing the damage, evaluating it and presenting the supporting invoices.

 

c.2 Exemption from the Carrier’s liability:

The Carrier shall not be liable for Damage to the Passenger’s Baggage when such Damage results from the nature or inherent vice of said Baggage. If the goods contained in the Passenger’s Baggage are the cause of prejudice to another person or to the Carrier, the Passenger shall compensate the Carrier for all losses suffered and expenses incurred as a result.

The Carrier shall not assume any particular liability, other than that provided for in sub-paragraph 3.3 below, for any Damage and/or loss caused to fragile, perishable or valuable items, or inadequately packed items, in accordance with Article 16.d. above.

Carrier shall not be liable for Damage caused in whole or in part to Baggage due to the negligence, wrongful act or omission of the person claiming compensation or the person from whom he/she derives his/her rights.

Carrier is not responsible for normal wear and tear, scratches, dents, marks and other minor damage (zipper pulls/clasps, jammed locks, luggage feet and hinges) caused during transportation. Carrier shall not be responsible for any loss or damage to Baggage not permitted for carriage.

 

c.3 Amount of loss or damage recoverable:

  • For Checked Baggage and with the exception of acts or omissions made with the intention to cause Damage or recklessly and with the knowledge that Damage could result, the Carrier’s liability in case of Damage shall be limited to the maximum compensation limit set at 1,288 SDR per Passenger.
  • For unchecked Baggage admitted on board, the Carrier’s liability may only be incurred in the event of proven fault on the part of the Carrier, its servants or agents. Such liability shall then be limited to the maximum compensation limit set at 1,288 SDR per Passenger. Apart from this case of fault, the Passenger alone is responsible for his/her Cabin Baggage, which remains under his/her full supervision and custody.

The amounts indicated above are not lump-sum indemnities, but liability ceilings. If the amount of the damage is less than these ceilings, the Passenger may only claim reimbursement of the amount of the damage, the reality of which must be established.

On the other hand, if the amount of the proven damage is higher than the liability limit, the Passenger may only claim compensation equal to this limit.

The Passenger must be able to prove the actual Damage suffered. In the event of such proof, the current value of the baggage at the time of its loss or damage will serve as a reference.

d.1 Characteristics of reparable Damage :

  • Only direct, proven Damage resulting directly from a delay is compensable, to the exclusion of any indirect Damage.
  • The Passenger must provide proof of the existence of said Damage resulting directly from the delay.

d.2 Scope of the Carrier’s liability:

  • The Carrier shall not be liable for Damage resulting from the delay if it proves that it, its servants or agents took all measures that could reasonably be required to avoid the Damage or that it was impossible for it to take such measures, in particular with regard to force majeure.
  • The Carrier shall not be liable for Damage resulting from the delay, if such delay is attributable to the Passenger or if the Carrier has contributed thereto, i.e. if the Damage results, in whole or in part, from the negligence of a prejudicial act or omission of the person claiming compensation or of the person from whom such person derives its rights.

d.3 Scope of compensation:

  • In the event of Damage suffered by Passengers resulting from a delay, as defined by the Montreal Convention, and with the exception of acts or omissions done with the intention of causing Damage or recklessly and with the knowledge that Damage might result, the Carrier’s liability is limited to the sum of 5,346 SDRs per Passenger. Within this limit, the amount of compensation shall be determined according to the Damage proved by the Passenger.
  • In the event of Damage resulting from a delay in the delivery of Checked Baggage, and with the exception of acts or omissions made with the intention of causing Damage or recklessly and with the knowledge that Damage could result therefrom, the Carrier’s liability is limited to 1,288 SDR per Passenger.

A limited compensation, intended to cover only the expenses of first necessity, could be allotted to the Passenger on receipts, on request addressed to the customer service via the Internet site of the company: www.air.caledonie.nc

a.1. Receipt of Checked Baggage without protest within the time limit set by the addressee shall constitute a presumption, unless the Passenger proves otherwise, that the Baggage has been delivered in good condition and in accordance with the Contract of Carriage. Any missing Baggage must be reported to the carrier as soon as the flight arrives.

Likewise, any object found to be missing from the Baggage must be reported to the carrier as soon as possible, within 48 hours at the latest; any late report may be rejected.

a.2 In the event of damage, delay, loss or destruction of Baggage, the Passenger concerned must notify the Carrier in writing as soon as possible and at the latest within seven (7) days (in the event of damage or destruction) and twenty-one (21) days (in the event of delay) respectively from the date on which the Baggage was placed at his/her disposal.

In the absence of a protest within the time limits provided, all actions against the Carrier are inadmissible, except in the case of fraud on the part of the Carrier.

If the protest has been made within the time limits provided (seven (7) or twenty-one (21) days) and no conciliation has been found between the Carrier and the Passenger, the latter may bring an action for damages within two years from the date of arrival of the aircraft, or from the date on which the aircraft was to have landed.

Any action for damages must be brought, under penalty of forfeiture, within two years from the arrival at destination, or from the day on which the aircraft was to arrive or from the cessation of carriage.

The method of calculating the limitation period shall be determined by the law of the court seized of the matter.

All claims or actions referred to in paragraphs 1 and 2 above must be made in writing within the time limits indicated.

In case of difficulty in the execution or interpretation of the contract of carriage and of the present general conditions, the parties shall first seek an amicable solution. If this solution is not found within a reasonable time, jurisdiction is given to the courts of New Caledonia to deal with their dispute.

Any purchase of an Air Calédonie plane ticket made on the website www.air-caledonie.nc, by telephone from our distance selling service or at one of our points of sale (agency or airport counter) entails acceptance by the customer of the General Conditions of Sale, the General Conditions of Carriage and the special conditions attached, where applicable, to the ticket(s) he has chosen.

On the website www.air-caledonie.nc, these general conditions of sale are accessible at any time.

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.

Prices are published inclusive of all taxes, in Pacific Francs (XPF). Fares are only guaranteed once the ticket has been issued. The rates communicated at the time of booking are not guaranteed and may be subject to subsequent modifications.

Any fees, taxes or charges imposed by any authority will be the responsibility of the customer. The price does not include cancellation, baggage or personal civil liability insurance.

Each Flight Segment of a Ticket is valid for a specific fare class, on the date and for the flight corresponding to the reservation. In the event of non-compliance with the fare conditions, the Carrier may cancel the reservation or the Ticket or will be entitled to invoice an additional price.

The company offers a tariff schedule with several tariff levels that offer associated conditions. The full tariff allows maximum flexibility while the lowest tariff imposes greater constraints. Each fare is subject to a length of stay, this is the minimum and maximum number of days the passenger can spend at the destination. Each fare, excluding promotions, is modifiable and refundable according to deadlines and with penalties that can go up to 100% of the ticket price. Finally, the baggage allowance may be different depending on the fare paid.
It is important to choose and check the fare conditions before paying for your reservation, these are fully available on the company’s website: www.air-caledonie.nc They are subject to change at any time by the Carrier but become fixed after payment of the ticket.

A group can be formed when the reservation concerns at least fifteen people (adults and children combined, excluding babies). The conditions of reservation and confirmation of air transport tickets for the group are set out in an agreement relating to group reservations concluded between the carrier and a representative of the group (designated major referent).

Before accepting the purchase, Air Calédonie will inform the Passenger of the applicable times, which will be reproduced on their ticket. It is possible that the Carrier has to modify the scheduled flight times after the purchase of the ticket. This is the reason why it is strongly recommended that the Passenger leave their details or those of a contact at the departure and at the destination so that the Carrier can inform them. The Passenger is invited to find out from the Carrier, before the scheduled date of his departure, that the Flight Schedules appearing on his Travel Memo have not undergone any modification.
Air Calédonie undertakes to make its best efforts to transport the Passenger, as well as their baggage, with reasonable diligence. Times shown on tickets or elsewhere are not guaranteed and do not form part of the contract of carriage. Air Calédonie may, without notice, replace other carriers, use other aircraft.
Air Calédonie assumes no liability for connections purchased on another transport contract.

It designates the time limit before which the Passenger must have completed their check-in formalities, including, where applicable, their baggage and be in possession of their boarding pass.
It designates the time limit before which the Passenger must have completed their check-in formalities, including, where applicable, their baggage and be in possession of their boarding pass.
Air Calédonie will communicate information relating to the Check-in Deadline (HLE) applicable to each flight. The Passenger must arrive at the Carrier’s check-in counter sufficiently early before the departure of the flight, in order to avoid crowds and to complete all the formalities before the Check-in Deadline indicated by the Carrier.
The Passenger must imperatively respect the Check-in Deadline. Failing this, he is considered as not having presented himself for check-in (“no show”) and will be refused boarding in accordance with article 15 of these general conditions (and, where applicable, the flight return from his trip may be cancelled.

It is fixed at H-30 min from the departure time of your flight. the Passenger must respect this time. Failing this, the Passenger is considered as not having shown up for boarding (“no show”) and access to boarding will be refused and, if necessary, the return flight of your trip may be cancelled, without any responsibility towards the Passenger.

To pay for your tickets online, you must use a bank card: Visa or Mastercard. The payment is completely secure thanks to data encryption according to the highest standard. A travel memo is automatically sent to you at the end of your transaction. Online payment is irrevocable. In the event of fraudulent use of the credit card, the buyer may demand the cancellation of the payment by card, the sums paid will then be credited or returned. The responsibility of the holder of a credit card is not engaged if the disputed payment has been proven to have been made fraudulently, remotely, without physical use of his card, and without negligence on his part. To obtain reimbursement of the fraudulent debit and any bank charges that the transaction may have generated, the cardholder must contest, in writing, the direct debit from his bank, within the time limits provided for in the contract binding him to his bank. .

Air Calédonie provides a personalized online customer area accessible on the website www.air-caledonie.nc.
Any transaction carried out on the Air Calédonie website is secure via the mandatory use of an individual customer account and secure means of payment.
The following are possible online: book a flight, find an existing reservation, pay for a reservation with a credit card or a credit note/gift voucher, modify a reservation, validate a modification by paying a penalty or a price difference, benefit from the country continuity system ( for beneficiaries of the transport card).
Are not possible online: reservation of a Le Pass fare, payment in cash or by bank transfer.
Online payments, by credit card only, are managed by the EpayNC platform which secures all transactions through the 3D Secure system.

Air Calédonie retains full ownership of the tickets sold until full payment of the price, in principal, fees and taxes included.

The passenger must indicate with vigilance and precision his full contact details thus allowing the carrier to contact him on the territory of New Caledonia. Any error concerning the surname, first name, email address or telephone number is the sole responsibility of the Passenger.

The personal data that you are likely to communicate to us is mainly used for reservation and ticket purchase purposes or to allow you to benefit from our newsletter.

The data communicated by the Passenger is mainly used for the purposes of Booking and purchasing Tickets, providing specific services or services in connection with the provision of transport, prospecting, loyalty building, animation and commercial information, receiving our newsletter and carrying out statistical studies.

The data collected may be communicated to the authorized personnel of the Carrier, its partners (Authorized Agents, Carriers within the meaning of these general conditions, etc.) or its ancillary service providers, as part of the performance of any or part of the purposes referred to above, regardless of the country where they are located.

In accordance with these general conditions, the absence of communication or the inaccuracy of the data may lead to a refusal of boarding, without the liability of Air Calédonie being engaged.

In very exceptional circumstances, Air Calédonie may be legally required, in accordance with the laws and regulations applicable in France and internationally, to communicate confidential information to the authorized French public authorities (customs, etc.).

Air Calédonie has put in place all the measures to ensure the protection of the confidentiality and security of the data collected as part of its activities. Access to such data is limited and procedures are in place to prevent any loss, misuse or fraudulent use of data.

Passenger’s rights to their data: The personal data transmitted to the Carrier in the context of this air carrier activity is collected and processed by the Sales Department as data controller within the meaning of the provisions of the General Regulations on the protection of personal data ( GDPR).

This personal data is collected, depending on the case, on different legal bases (your consent, contractual necessity, compliance with a legal obligation and/or the legitimate interest of the Data Controller).

Their processing is intended to allow us to have useful and necessary information about you to:

ensure our services as an air carrier, sale of air transport tickets,
registration and access to an individual account, which allows the user to manage his reservations,
allow the registration and reception of our newsletter and our commercial offers,
promoting products and services,
online payment of offers,
allow you to send a contact form,
sending online applications to an identified contact address,
and more generally in the context of contractual and commercial relations with Air Calédonie.

The information collected is likely to be transmitted in general to our partners, including our IT and legal partners.
The data collected about you will be kept for the duration of our contractual relationship and then archived for a period of three (3) years, in the absence of shorter or longer periods specially provided for, in particular in the event of a dispute.
You have on your personal data a right of access, rectification, and limitation, as well as a right of opposition and portability in accordance with the law. If you wish to exercise these rights, you can contact our data protection officer:
– To this email: cnil@air-caledonie.nc
– or by mail (with a copy of your identity document in the event of the exercise of your rights) to the following address:
CALEDONIAN AIR TRANSPORT COMPANY – AIR CALEDONIE
– PO Box 212
– 98845 Nouméa Cedex – New Caledonia

You also have the right to file a complaint with the Commission Nationale de l’Informatique et des Libertés:
CNIL
3 Place de Fontenoy
TSA 80715
75334 Paris Cedex 07

Baggage accepted in the hold must not exceed certain weight and size limits, giving rise, beyond a certain allowance, to the payment of a fare supplement.

The passenger is responsible for the contents of his luggage and personal effects. He must comply with aviation regulations.

Checked baggage will be delivered to the bearer of the baggage check. In the event of damage caused to baggage during transport, the claim must be made to the Carrier immediately after discovery of the damage or, at the latest, in writing within seven days of receipt. In the event of delay, the complaint must be made within twenty-one days from the date of delivery of the luggage.

When the customer clicks on “I confirm that I have read and accept the General Conditions, the latter is then irrevocably bound to the Carrier. This acceptance cannot be questioned at any time.

All website content and all intellectual property rights are the property of AIR CALEDONIE or its partners.

No right or ownership of the content of the site is granted. Any unauthorized use of all or part of the website and intellectual property rights may be subject to legal proceedings in accordance with French intellectual property law as applicable in New Caledonia.

Air Calédonie, in the distance selling process (by telephone or online), is bound only by an obligation of means. It cannot be held liable for damage resulting from the use of the Internet or telecommunications network, such as loss of data, intrusion, virus, service interruption, or other involuntary problems.