FAQ

Valid 6 months = validity of the ticket, not length of stay. This means that you can postpone your departure up to 6 months after the original date, but there is no limit on your length of stay in New Caledonia (if you have a European Union passport).

You can choose your seat when you book your ticket on aircalin.com, only for the legs of your trip, which are operated by Aircalin.* If your trip includes several legs, which are operated by other partner airlines, you need to contact them directly.

Finnair France phone: 0821 025 111

^{* Your seat allocation will be confirmed at check in subject to availability – priority is given to families travelling with children less than 2 years, disabled people and medical travel clients.}

You can change your reservation, for whatever reason, within the ticket’s validity. Provided a reservation in the same class is available for the new date, you will be charged only alteration fees. Otherwise, there will be a charge to cover the difference between original and new classes.

➜ My booking

This is the ticket you will receive by e-mail upon payment of your reservation. This document is to be presented at the registration counter with your passport. In case of non receipt, please contact our reservation service. On presentation of this document, together with your passport, you will be given your boarding cards enabling you to travel.

➜ Contact us

You can cancel your journey for whatever reason by contacting your travel agency by phone during office hours, before your date of departure. We remind you that you will be liable for cancellation fees (applicable according to the date of cancellation).

➜ Contact us

Service charges are applied for all reservations/issues made directly in one of our points of sale (Noumea, Tontouta, Papeete, Paris or Wallis) or via our call center or by email.

Service charges vary according to the cabin and the type of journey. 

They apply per ticket, to all passengers with the exception of « Abonnés » and infants under 2 years old. Service charges are not refundable even if the ticket is partially used.

In case of a combination of travel cabins an average will be made as the following example:

Noumea Sydney in Business and Sydney Noumea in Premium : (5 000 XPF + 3 000 XPF) / 2 = 4 000 XPF per person.

Medium haul *

• Regional routes : Auckland, Brisbane, Nandi, Sydney, Vila and Wallis
• Aircalin regional routes and domestic flights Australia, New Zealand, Fiji, Vila and Wallis

^{*share code included}

Long haul

• Papeete and Singapore routes 
• Aircalin routes and flights to Asia or Europe or USA or Africa

For more information, please refer to article 4.3 of our General terms and conditions of sale and transport.

Children aged 5 to 11 may travel unaccompanied; they will be looked after free of charge by Aircalin. Between the ages of 12 and 17, children may travel unaccompanied, but must be accompanied by Aircalin (at a charge, depending on the flight). To book a flight for an unaccompanied minor (UM), please contact us. Once the ticket has been booked, you will be asked to complete a form and present it at check-in on the day of the flight.

You can freeze the price when booking online for 72 hours by following these 8 steps:

1. Choose and book your flights on the Aircalin website.
2. If your itinerary is eligible, you will see the ‘freeze the price’ option on the flight selection page, on your à la carte services page or just before your payment.
3. Click on the option and enter your passenger details.
4. Once the price of the option is displayed, click on ‘freeze the price’.
5. Pay for the option.
6. Your booking will be blocked for 72 hours pending payment of your ticket.
7. A confirmation email will be sent to you.
8. Just before the option expires, a new email will be sent to you.

If you are still interested, remember to finalise your booking, as it will be automatically cancelled after this date.

Meals on board are included with your ticket, depending on your flight (long/medium-haul) and your booking (fare class).

You can also order a specific meal at an additional cost:

• When you make your reservation on our website
• After your purchase and up to 48 hours before your flight on our website

This service is only available in Economy class.

Discover the meals available on board.

➜ Find out more

When you buy your ticket, book the seat that suits you best: next to a window to admire the view, aisle seat for greater convenience, or a preferential seat at the front of the cabin. For optimum comfort, opt for a comfort seat with extra legroom, or even an extra seat to take advantage of the empty space next to you.

Visit our website, in the ‘Services’ section, or access the ‘My booking’ page up to 30 hours before your departure to choose your seat and start your journey as you wish!

From the website you can book a baby ticket, select the baby profile when booking. Babies under 2 years of age benefit from a reduced fare of up to 90%. Each baby must be accompanied by an independent passenger of legal age. You can book a child's meal online no later than 48 hours before the flight and a cradle (up to 10 kg and 70 cm) with our sales department no later than 24 hours before the flight.

You can book a child's ticket from the website. Select the child's profile when booking. Children aged 2 to under 12, if accompanied, receive a 25% discount. You can book a child's meal at the time of booking, or online up to 48 hours before the flight.

This fare is available for a minimum of 10 passengers travelling on the same dates and on the same flights. Please complete this form.

www.aircalin.com protects and secures all your transactions, thanks to 3 systems:

When you book on our website, your data is encrypted and protected by the SSL certificate:

• The URL address starts with https://, with an "s" for "security", which guarantees maximum security;
• A small padlock appears in the left part of the address bar. This indicates that the data is being transmitted in a completely secure manner. 

3D Secure is a process for securing payments when shopping on the internet. It allows the buyer to be authenticated as the cardholder.

Step 1: Book your ticket and enter your credit card details

On the payment page, enter your credit card information: 

• Your card number, 
• Expiration date, 
• Your name and first name,
• The visual cryptogram (3 digits security code on the back of the card).

Step 2: Authenticate via the interface with your bank 

Once your credit card information has been entered and validated, you are temporarily redirected to your bank to approve the transaction. 

A 3D Secure window appears and you may be asked to enter a unique code received by SMS, validate the transaction via your banking application, or simply present your biometric fingerprint, etc.

Please check at the time of booking that you are connected to the internet and the telephone network on your smartphone to authenticate the transaction.

Step 3: Finalise your order

After confirmation and acceptance of the transaction by your bank, your order is finalized!

You will receive, after a few seconds, the confirmation and details of your ticket by email.

➜ For any question about 3D Secure authentication, please contact your bank.

Security of bank details to banks

During the payment process, your bank details are transmitted via the Ogone security system by Worldline, the world leader in payment security.

All your credit card information is transmitted through secure https connections. They are then stored in a highly secure digital safe by Worldline and Amadeus, the central reservation system.

Finally, the numbers are sent to the banking network in an encrypted way to finalise the transaction. 

If you pay online with an American Express card, your transactions are completely secure with the American Express SafeKey® authentication system. 

➜ Read more

Data confidentiality

Your credit card information is strictly confidential and is not kept by Aircalin. Only a unique transaction identifier is recorded at the time of booking. 

www.aircalin.com is regularly audited by online security experts.

To pay for your tickets on the Aircalin website, you can use :

• Credit card
• Visa card
• MasterCard
• American Express
• Diners Club International
• Discover Card
• JCB Card

When you book on our website, we guarantee the security of your bank details:

• The padlock in the URL bar and https guarantee maximum security.
• 3D Secure verifies that the buyer is the cardholder.
• Card numbers are sent to the banking network in encrypted form.

Payment in instalments is not currently available on our website. This payment option is only available at our sales office in Noumea.

Aircalin offers a range of services to ensure your trip goes as smoothly as possible:

Aircalin offers a range of services to make your trip as smooth as possible: seat plus, extra seat, extra baggage, myPlusgrade, Aircalin Connect, à la carte menu, freeze the price, travel insurance, environmental contribution, adapted services etc.

As a passenger, it is your responsibility to respect the entry conditions of the country to which you are going. Be especially certain of the appropriate validity of your passport and obtain a visa if necessary (depending on the reason for your journey). Check with your travel agent or on the French Government site showing immigration rules by country.

➜ Travel documents

➜ Please see "Checked baggages"

➜ Please see "Checked baggages"

➜ Please see "Baggages"

➜ Please see "Pets"

➜ Contact Freight services

The security regulations apply to all liquids, aerosols, gels, pastes, creams, lotions, mousses, jams, soft cheeses... and to any other substance of a partially liquid nature at room temperature. All these different categories are joined together under the generic term  ‘liquids’.

Yes. Liquids contained in tubes or flasks of less than 100ml and placed within a bag of 1 litre maximum (approximately 20cm x 20cm), whatever the nature of the liquids. Only 1 bag of 1 litre capacity is allowed per passenger. This bag must be plastic, transparent and resealable.

You can get the plastic bags (similar to a freezer bag) in shops and especially supermarkets. Some airports also offer the bags for free. However, this is a service offered to passengers and not an obligation, and so it is not guaranteed that the bags will be systematically offered. You are therefore advised to organise your bags before departure.

Yes. Liquid medicine or liquids for medical usage are still permitted in quantities sufficient for the length of the journey (outward flight, time at the destination and the return flight). There are no restrictions on solid medicines (pills and tablets).

Yes. By means of a prescription or medical certificate.

Yes. Liquid baby food is permitted in quantities sufficient for the length of the journey (outward flight, time at the destination and the return flight). The passenger must be able to justify the need to keep the liquids in the cabin, simply by having the baby with him.

Yes. Liquids for a special nutritional need are still permitted for the length of the journey (outward flight, time at the destination and the return flight). The passenger must be able to justify the need to keep the liquids in the cabin by means of a medical certificate.

Liquids purchased in airports or in flight and placed in a sealed bag which is then handed over by the airport or the airline company (products purchased in “duty-free”) are permitted. These liquids are authorised from now regardless of their date of purchase and their origin (the site of the airport or nationality of the Carrier where the purchase took place), on the condition that the sealed bags in which they were placed have remained sealed.  In addition, the proof of purchase must remain visible inside the bag. It mentions the airport or the Carrier where the goods were purchased.

Transit in a European Union member country (EU):

If you are in transit in a French or European Union (including Switzerland, Norway and Iceland) airport coming from a non-EU airport, the liquids you bought in duty-free in the third countries or on board a third country airline company may in all cases be kept during the second departure flight from the EU, on the condition that the conditions imposed by the regulations are respected: bag kept sealed and proof of purchase visible inside it.

They can, a fortiori, be kept if the passenger is in transit in the EU from a flight which initially departed from the EU.

Transit in a country not belonging to the European Union (EU):

For transits in airports outside the EU, it is necessary to request information from the airline companies and governmental authorities on the current regulations in those countries for carrying on of liquids, including other categories of liquids permitted in the EU (less than 100ml for example).

The other categories of liquids (and notably mineral water, fizzy drinks, perfumes and alcohol purchased in places other than the airport on in flight) remain prohibited.

Passengers are requested to present their liquids separately during the security checks and so they should take them out of their cabin baggage. Other than these specific measures for liquids, passengers are requested to take their coats and jackets off and to take computers and other large electronic devices out of their cabin baggage in order to present them separately.

Permitted liquids are subjected to security checks during which the passenger may be asked to justify his possession of the liquids under the current regulations. If there is any doubt over the authorisation of a product, the liquid will be not be allowed to be carried on by the security agents.

It’s possible that the liquids belong to the category of prohibited liquids or to the category of permitted liquids but their inoffensive nature has yet to be confirmed. Passengers are therefore advised to consult the departure airport staff on the alternatives in case of refusal to be carried on board: the possibility to check them in as checked baggage, the possibility of recovering them after the journey, sending them by post...

If you are less than 8 months pregnant and no problems or symptoms of premature delivery have been detected, you can travel with Aircalin without restriction. If you are more than 8 months pregnant or if your pregnancy is at risk, medical approval is required. This must be obtained within 7 days prior to the flight.

If you are ill or injured, or if your mobility is reduced due to a disability (sensory or motor), an intellectual impairment, age, illness, or any other cause that results in a disability when using air transport, Aircalin offers you a range of services adapted to your needs.

Please notify your Aircalin agency of your disability 72 hours before your departure, so that we can define your needs.

Aircalin is offering its passengers travelling in Economy and Premium Economy class the opportunity to benefit from an upgrade sold by auction. You could be the lucky recipient of an email inviting you to bid!

Please note that if the bid is accepted, :

• Our à la carte services are non-refundable.
• Passengers who have purchased a Comfort Seat or an à la carte Menu will not be refunded.
• Baggage allowance and mileage accumulation will remain unchanged and in line with the original booking class.

➜ Find out more

To find out if your flight is affected by an event, visit our ‘Flight status’ page.

You can check in online between 30 hours and 1 hour before the departure of your flight. This service is only available for flights operated by Aircalin and for the following connecting flights (excluding Air New Zealand and Cathay Pacific).

All you need is your reservation number (received by email) and the passenger's name.

You can also check in at the airport on the day of departure.

There are several ways to find your reservation number:

• By searching your e-mails. The sender's name is eticket@aircalin.nc for sending the electronic ticket and aircalin@amadeus.net for confirming the booking (only for online bookings). Don't forget to check your spam if you can't find these emails!
• In your customer area, under ‘Travel’.

Your luggage will be registered at Paris through to Noumea. There will be no need to collect and re-register at each stop. At Paris you will receive boarding cards for all the flights you will be taking as far as Noumea.

Please consult the official government website of the country where you must go. In general, to pass airport security and present yourself at the departure gate, you must submit two documents:

1. A valid passport issued by government authorities.
2. A boarding pass with the correct date, issued by the airline. Boarding passes are issued at the airline's counter, at the check-in desk, at the airline's self-service kiosks, or on the airline's website.

Whether you want to work, relax or eat, enjoy the comfort of the lounges before your flight. These areas are reserved for Hibiscus Business Class passengers, Aircalin subscribers and Flying Blue Gold and Platinum members. Find out more about the lounges available in New Caledonia and throughout the world, according to our destinations.

Yes, so long as the object does not require the use of the seat's structure or press upon sensitive material, such as pockets or stow-away tables. The accessory should not inconvenience other passengers. 

On board our A330neo aircraft, take advantage of an Internet connection to stay in touch with your friends and family or your business partners.

Aircalin offers you three Wi-Fi packages tailored to your needs, ranging from 50 MB to 250 MB, available for purchase by credit card directly on board after connection to the network. Stay connected and travel with peace of mind!

Contact our arrival staff with your ticket and luggage dockets.  A report will be made and searches immediately undertaken on the “WorldTracer” computer system, in order to trace your luggage rapidly. As soon as it is found, our staff will contact you to arrange for its delivery.

➜ Delayed, damaged or lost Baggage

A travel voucher is a credit that can be used to purchase a ticket or an « A la carte services » at our Aircalin ticket offices.

The amount of your credit is automatically deducted from the total amount to be paid. It can be used to purchase a ticket or an à la carte service in our Aircalin sales outlets for an Aircalin flight. The ticket or “A la carte” service issued in exchange for the credit note must correspond to the first and last name of the credit note holder.

You can use your credit in several instalments. If the amount of your ticket or pay-per-use service is less than the amount of your credit note, the remaining amount is credited to a new credit note. This new credit note has the same characteristics as the original credit note (refundable or non-refundable, as appropriate).

• If the value of the ticket is lower than the value of the credit note, the remaining amount is transferred to a new credit note. This new credit note has the same characteristics as the original credit note (refundable or non-refundable).
• If the value of the ticket is higher, you will have to pay the balance using one of the payment methods offered at the point of sale.

You can pay for your ticket without any restriction on the number of credits, using the same first and last names.

In all cases, your option will be refunded in the same way as your ticket, regardless of the reason for the cancellation of your journey.

• If the ticket can be refunded, the à la carte service will also be refunded.
• If a credit note has been issued for your ticket, the à la carte service will also be credited.

Important: In some cases, the amount of the card service could not be credited to a credit note like the ticket amount. However, your card service can still be used. For this reason, when you make your next reservation, please inform your sales consultant of the original reference number of the card service (starting with 063).

Contact one of our points of sale with your file and credit reference. The amount of your credit note will be deducted from the total amount to be paid.

The credit note is the total value of your ticket. This only applies to payments you have made. The amount is made up as follows:

•  Tickets
•  « A la carte » services such as extra luggage, plus seats or « A la carte » menus
•  Taxes and surcharges

Your credit note is valid for 1 year from the date of issue. You can use the credit for an Aircalin flight, in several instalments, until the balance is used up or until it expires.

Yes, your credit is valid on the entire Aircalin network. You can therefore choose another airport of departure or another destination. You can also choose to travel with other people than the ones indicated on your initial reservation.

You have not managed to book a new flight within 1 year? Contact one of our points of sale with your file and credit reference.

If you have booked through a travel agency, we will send you a credit note for the amount of the à la carte products and services, such as seat reservations, that you have purchased directly from Aircalin. For the remaining amount, please contact your travel agency.

Any refund or cancellation of an unused ticket (requested before flight departure) is subject to the fare conditions applicable to the ticket purchased.

Before requesting a refund, please contact your travel agency to check that your ticket is eligible to a refund.
If you purchased a non-refundable ticket, only airport taxes and fees will be refunded.
 
If you wish to cancel your trip (one way and/or return), and you have an electronic ticket that is refundable with or without fees, and your purchase was made through Aircalin, we invite you to contact us to cancel your trip.

If you have subscribed to a travel insurance, once you have cancelled with us, you must contact the insurance company to assert your rights in the cases mentioned in the contract.
If you have not subscribed to a travel insurance, you must complete the online claims form to obtain a refund of your ticket.
 
Make sure to include the following information and documents: your ticket number, flight number (these numbers appear on your electronic ticket), any supporting documents (medical certificate, proof of major event forcing you to cancel), your address and telephone number.

Additional services are not refundable unless Aircalin makes changes to your flight or is unable to offer you the paid service.

 We recommend that you subscribe for a travel insurance tailored to your needs when you make your booking.
 
 Our comprehensive multi risk insurance cover is guaranteed by our insurance partner, Europ Assistance. 
 When you book online, simply tick the box corresponding to the type of insurance cover you have chosen. 
➜To find out more
 

Any request for cancellation or refund of a ticket purchased from a travel agency other than Aircalin office (or online) must be made directly to the agency concerned.

We offer a range of differentiated products and services:

• Routine: standard transit time
• Priority: freight with special features, accelerated transit time
• Dedicate: freight of an exceptional nature, customised transit time

➜ More information

Each shipment must be delivered ‘ready for carriage’, with the following documents:

• An Air Waybill (AWB);
• A Shipper's Instruction Note (SID) and/or a Packing List;
• Customs declaration;
• Any other document required by Aircalin at the time of booking.

Where applicable, depending on the nature of the shipment, other documents may be required:

• Sanitary and phytosanitary certificate ;
• Dangerous goods declaration (DGR);
• Animal transport declaration (LAR);
• Declaration of contents for shipments of personal effects.

These documents can be drawn up by a freight forwarder.

➜ More information

Certain dimensions must be respected when sending parcels, but these vary according to the type of aircraft:

• A320neo aircraft :

1.50 (L) x 1.50 (W) x 1.10 (H) m 
1050 kg (maximum gross weight)

• A330neo aircraft :

3.18 (L) x 2.44 (W) or 2.24 (W) x 1.60 (H) m
4500 kg (maximum gross weight)
Or 
1.50 (L) x 1.50 (W) x 1.60 (H) m 
1500 kg (maximum gross weight)

➜ More information

The package(s) making up the shipment must bear the full name and address of the sender, as shown on the AWB.

In addition, labelling provided by Aircalin will be systematic and mandatory, particularly for shipments of a special nature (perishable, dangerous, live animals, etc.).

The contents of the shipment must be packaged in such a way as to withstand normal air transport conditions (vibrations, pressure). Dangerous goods must be packed in accordance with the applicable regulations.

The shipper must declare the fragility of certain packages on the BIE.

➜ More information

Aircalin supports projects that reflect the company's values, promote its products and services, or highlight New Caledonia as a destination. These commitments aim to facilitate the implementation of a project through logistical support or transport assistance.

Certain categories of projects are excluded from Aircalin's partnership policy:

• Projects that run counter to the company's values or present a risk to its image
• Projects of a political or religious nature
• Projects related to dangerous, restricted or legally prohibited activities
• Private or personal initiatives

You can send us a letter describing your project by email, together with a partnership request form.