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 ?

What should be considered as « liquids » in terms of security regulations?

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’.

Can you carry liquids of less than 100 ml ?

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.

Where can I get the bag required for liquids of less than 100ml?

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.

Can you carry on liquid medicines or liquids products for medical usage?

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).

Do you have to be able to provide justification for the need to keep my liquids for medical usage in the cabin?

Yes. By means of a prescription or medical certificate.

Can you carry on liquid baby food?

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.

Are you carrying liquids for a special nutritional need?

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.

Are liquids purchased in duty-free permitted? And if yes, under what conditions?

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.

 

Liquids in duty free by passengers in transit

 

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).

What about other categories of liquids?

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.

How should you prepare yourself for the security checks?

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.

What are the consequences of the liquid security check?

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.

What will happen to refused liquids?

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...

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.

What documents should I take with me to the airport ?

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.
IN FLIGHT

Are all the bed/leg-rest models authorised on board?

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. 
 

Is it dangerous for my child to use a BedBox ® on board?

No. It is, however, imperative that you respect the manufactuer's instructions, the conditions listed on our website as well as the instructions of our crew
 

Where can I buy a BedBox ®?

You can find all the relevant information on the website Jet-kids.com or on the websites of other bed/leg-rest providers. 

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.

COVID-19 REFUND

What is a +10% bonus credit?

It is a credit note increased by 10% of its value, applicable on the remaining amount of an unused/partially used ticket or credit note, whose validity will be extended for a further 24 months.

It is a nominative, non-refundable, non-transferable and non-assignable accounting document, valid for 2 years from the date of issue, for the purchase of an Aircalin ticket or à la carte service.

 

Only tickets/services paid in part or in full by cheque, cash or credit card are eligible for the bonus (payment under customer account are not eligible).

What is a credit extension?

It is a credit note whose validity is extended for a further 12 months and is refundable.

It is a nominative, non-transferable and non-assignable accounting document, valid for 1 year from its issue date.

When and how is the new credit note sent?

Your new credit note is sent to you by e-mail to the address you indicated on the online form on the anniversary date of your initial flight, or when the initial credit note expires.

Due to the large number of requests, we are currently experiencing delays of several weeks.

 

If your booking file includes several tickets or “A la carte” services, the credit notes can be sent separately.

How do I use my credit?

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.

Can I use my credit in several instalments?

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).

What happens if the value of the new ticket is different from the value of the credit?

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.

Can I pay for my ticket with several credits or for several people?

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

How can I get a credit note or a refund for an à la carte service?

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).

How can I use my credit to buy an option if I have already booked a trip?

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.

What is the value of my credit note?

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
  •  Booking fees and service charges

How long is the credit valid?

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.

Can I choose another itinerary or travel with other people with my credit?

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.

What should I do if my credit has expired?

You have not managed to book a new flight within 1 year? No problem! If you have not used your credit (in full), you can request a refund of the total (remaining) amount on our form or request an additional extension

What do I have to do if I booked through a travel agency?

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.

Will I get a credit note if my group booking is cancelled?

If your group travel has been cancelled, we will send you an e-mail indicating that you will receive a credit note for the full amount of your booking.

You can use this credit to book a new group flight via the group form for a flight until 31 October 2021.