FAQ

In this column you will find the answers to the most frequently asked questions.

 

They are in order going from reservation to after flight service.

 

We will guide you towards the sections providing most information, so that you can calmly prepare your trips.

WHEN MAKING YOUR RESERVATION

What is meant by your single ticket being valid 6 months ?

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).

Can you choose your seat when you book your ticket on aircalin.com ?

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 Tel: 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.

Can you change your reservation ?

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.

What is an electronic ticket ?

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.

Can you cancel your trip?

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).

PREPARING YOUR TRIP

Do you need a passport with more than 6 months validity and a visa ?

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.

What is your baggage allowance ?

And what if you exceed this allowance ?

Which goods are not allowed ?

Can your pet travel with you ?

AT THE AIRPORT

When travelling from Paris to Noumea ?

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.

AFTER YOUR JOURNEY

What should I do if my luggage is not there on my arrival ?

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.

AIRCALIN PLAYER

Aircalin Player, what is it ?

Aircalin Player is an application that allows access to a new cutting-edge in-flight entertainment system. The multimedia contents are accessed by connecting your smartphone, tablet or laptop computer to the aircraft’s internal wifi. Films, TV series, and music are loaded onto the aircraft’s server and accessed through wireless access points, ensuring coverage throughout the aircraft.

Is Aircalin Player available on all aircraft ?

Aircalin is installing the new in-flight entertainment system progressively on its regional network, on short and medium haul flights. The system is offered on certain flights on board the Airbus A320. 

What do you have to do to access Aircalin Player and the new in-flight entertainment system ?

If you have a Smartphone or an iPad tablet®, iPhone®, iPod touch® or Androïd™, you should download the Aircalin Player application before your departure from App StoreSM ou Google Play Store™ :

> Aircalin Player pour iPhone et iPod

> Aircalin Player pour iPad

> Aircalin Player pour Smartphones et tablettes Androïd

 

After downloading, you should launch the application and wait for the confirmation that your device is compatible to appear on your screen.

 

Aircalin Player is available for free and is compatible with iOS 6.0 and over, Android 4.0 and over. Free updates for the application may be issued by Aircalin. Your device will receive a notification on App StoreSM, Google Play®. Don’t forget to keep your application up to date to ensure optimal functionality on-board and to access the most recent entertainment. Smartphones and Windows tablets do not currently accept Aircalin Player.  

 

If you use your PC or Mac laptop computer, you should download the latest version of the Microsoft® Silverlight® plug-in which is compatible with Windows XP, 7 and 8, as well as with Mac OS X.

Then you must confirm the compatibility of your configuration by going to the in-flight entertainment system test page while being connected to the internet. On this page, you should wait for an Aircalin video to appear on your PC or Mac laptop computer screen. At the end of the Aircalin video, an on-screen message will confirm the correct configuration. Your computer will provide you access to the in-flight multimedia contents.

 

You have downloaded Aircalin Player on your Smartphone or tablet, but, on board, you can't connect to the system - why ?

 

Aircalin Player, once downloaded, should still be active when starting it for the first time while being connected to the internet. After downloading, you should start the application and wait for the appearance on your screen confirmation that your device is compatible.

 

After this starting of the application, Aircalin Player will work on board if your device is correctly connected to the aircraft’s internal wifi. 

Microsoft Silverlight is installed but, once on board, you can’t connect to the system - why ?

You have to ensure that Silverlight 4.2 or a later version is installed on your PC or Mac laptop computer and that the correct configuration has been set in order to connect to the in-flight entertainment system.

 

You should check that you have a compatible version of Microsoft Silverlight by downloading the test page while connected to the internet. On this page, you should wait for an Aircalin video to launch on your laptop computer screen. At the end of the Aircalin video, a message will appear on screen confirming that the configuration is correct. Your computer will give you access to the multimedia contents on board the aircraft.  

Your laptop computer works with Windows 8 and has the latest version of Microsoft Silverlight – why do you see a « plug-in » error message when you try to access the in-flight entertainment system ?

The Internet Explorer 10 browser has distinct interfaces on Wondows 8. The slimmed down « métro » version of the browser may be launched from the Windows 8 homescreen. The classic version is accessible only through the computer’s desktop. On Windows 8, Microsoft Silverlight will only work with the classic version of Internet Explorer 10. If your device is equipped with Windows 8 with Microsoft Silverlight, and if a plug-in error message appears when you try to acces the in-flight entertainment system, please check that you are using the correct classic version of IE 10 on your computer’s desktop.  

Can you watch in-flight entertainment if you haven’t downloaded Aircalin Player or configured Microsoft Silverlight ?

No. The wireless in-flight entertainment system requires Aircalin Player to be downloaded or to have configured Microsoft Silverlight on your device before travelling.

What multimedia contents will be available ?

You will have access to films, television series, music, children’s programmes, documentaries about New Caledonia, information about your flight and the company. 

Can you start and stop the contents as you wish ?

You have full control over the contents on your device. You just have to bear in mind the length of your flight so you don’t miss the end of your programme ! 

Do you still have the possibility to access the contents after the flight ?

No. You only have access to the entertainment system on board the aircraft. 

Can you surf the internet or use social media networks ?

No. You can’t surf the internet or use social media networks. The wifi your device connects to is a local network for the aircraft and is not connected to the internet. 

Can you use a voice service or SMS during the flight on an aircraft equipped with the in-flight entertainment system ?

Mobile telephone services (voice messages and SMS) are not available during the flight.  

From when can you connect to the in-flight entertainment system ?

You can access the entertainment system when the aircraft is at cruising altitude or stationary at the parking spot.

The system will not be available during taxiing, take-off, descent and landing. 

You have still have to put your Smartphone/Tablet into aircraft mode ?

All electronic devices must be in aircraft mode during the flight. In the cruising phase, when the seatbelt sign is off, you can activate the wifi on your device to access the new entertainment system. Electronic devices not having an aircraft mode must remain switched off during take-off and landing.   

Does the use of wifi bring carry any security issues ? Why is it possible from now to activate your device’s wifi during the flight ?

The broadcast of wifi during the flight poses no security problems on board aircraft equipped with this entertainment system. Aircalin has carried out rigourous tests and has received the approval of the aviation security authorities to use the system.  

UPGRADING WITH MY PLUSGRADE
Flying Blue, Aircalin’s loyalty program

Can I earn the same number of Miles with AIRCALIN as with AF/KLM when travelling between Noumea and Tokyo/Osaka on my return trip from Noumea to Paris ?

Yes, the levels of Miles earned between Noumea and Tokyo/Osaka are the same with AIRCALIN as with AF/KLM.Besides, you earn the same level of Miles between Japan and Paris, whether you fly with Air France or KLM.

How come I didn’t get my Level-Miles on my last trip from Sydney to Noumea ?

You earn Level-Miles only when you travel on an AIRCALIN marketed flight (N°SB) and operated by AIRCALIN or one of our code share partners (Qantas, Air New Zealand or Air Tahiti Nui).

  • You don’t earn Level-Miles on flights marketed as QF, NZ or TN (N°QF, N°NZ or N°TN flights), even if they are operated by AIRCALIN.

Can I benefit from my Elite Bonus when I travel with AIRCALIN ?

Yes, your Elite Bonus applies on AIRCALIN marketed flights (N°SB flight) and operated by AIRCALIN or one of its code share partners.

  • Your Elite Bonus doesn’t apply if you travel on a flight marketed as QF, NZ or TN, even if your flight is operated by AIRCALIN.

Can I purchase an Award-ticket on any flight between Noumea and Sydney (or Noumea and Auckland) ?

Yes, you can purchase an Award-ticket on AIRCALIN marketed flights (N°SB  flights), regardless of the operating airline.

 

More information on Award-tickets

Can I purchase an Award-ticket for a return trip Noumea - Los Angeles with AIRCALIN and Air Tahiti Nui (TN) ?

You cannot purchase an Award-ticket on flights operated by TN, between Auckland – Papeete and Papeete – Los Angeles. However, you can earn Miles on flights operated by TN.

With my Gold or Platinum card, can I access the Business Lounge between Noumea and Sydney ?

Yes, you are entitled to one free Business lounge access if you travel on an AIRCALIN marketed flight (N°SB flight), regardless of which airline operates the flight.

As a Gold/Platinum member, can I invite a guest to the business lounge when travelling between Noumea and Paris?

Yes, When you travel on an AIRCALIN, Air France or KLM marketed flight (N°SB, N°AF or N°KL) between Noumea and Paris in connection with AF or KLM, you are entitled to 2 complimentary lounge accesses, at departure from Tontouta, in transit in Tokyo or Osaka and at departure from Paris.

As a Gold/Platinum member, why couldn’t I invite a guest at the business lounge during my last trip Sydney/Auckland - Noumea ?

You are entitled to one complimentary lounge access, for you as the card holder :

  • when you travel on an AIRCALIN marketed flight (N°SB flight) within AIRCALIN’s network, regardless of the airline which operates the flight.

You are entitled to 2 complimentary lounge accesses (for you and 1 guest) :

  • when you travel between Noumea and Paris, on an AIRCALIN, Air France or KLM marketed flight (N°SB, N°AF or N°KL flight) in connection with Air France or KLM.

 

As a Gold or Platinum member, can I benefit from my extra baggage on any flight between Noumea and Sydney/Auckland ?

You are entitled to a free extra baggage of 23 kg only if you travel on an AIRCALIN marketed flight (N°SB flight) and if the flight is operated by AIRCALIN only.

You do not benefit from a free extra baggage :

  • on flights operated by Qantas or Air New Zealand
  • on flights marketed as QF or NZ even if the flight is operated by AIRCALIN.

As a Flying Blue member travelling with AIRCALIN, can I use my Miles to pay for my excess baggage or a business upgrade – at the airport on the day of my departure ?

You  can  indeed  use  your  Miles  to  pay  for  your  excess  luggage  or  an  upgrade  in Hibiscus class, when you travel on an AIRCALIN marketed (N°SB flight) and operated flight only.

However, you have to purchase your Award excess luggage or Award upgrade 24h before departure at the latest :

 

By contacting your Flying Blue Service Centre (in Noumea, Tel: +687 41 48 49)