During the current events, which affect each and every one of us, our staffing levels have been significantly impacted, as is the case for many companies, and the volume of customer contact is extremely high.

We are therefore unable to respond to all of your requests on social networks, by email or by telephone. 

To answer the most frequently asked questions, please refer to the below:

Contact us

Is Aircalin's Noumea agency open?

Unfortunately, due to the current situation, we are unable to open our agency under acceptable security conditions.

However, our call centre (+687) 26.55.00 in Noumea is open Monday to Friday from 9am to 3pm, depending on the availability of our agents, who are short-staffed and have to cope with an extremely high volume of requests.

I can't reach you!

During these events, which has affected all of us, our staff numbers are very limited, as is the case for many companies, and the volume of requests is extremely high.  
We thank you for your understanding and patience and invite you to call us back on (+687) 26 55 00, from 9am to 3pm Monday to Friday.  
You can also let us know if you wish to postpone or cancel your trip by filling in this form.

Can Aircalin be reached outside Noumea?

For people outside New Caledonia, our Aircalin offices in mainland France and our other overseas offices are available, contact us.

For Aircalin passengers stranded in Australia or New Zealand seeking repatriation to New Caledonia, we encourage you to contact our agency (open from Monday to Friday 8am to 5pm Sydney time) to discuss flight options. Telephone numbers are as follows:

  • Aircalin Australia: (02)9264 4866 or 1300 655 737
  • Aircalin New Zealand: 0508 247 225

Flight cancellations

My flight has been cancelled. What should I do?

We invite you to inform us of your intention to postpone or cancel your trip by completing this form

If you indicate that you wish to maintain your trip and be rebooked on a new flight as soon as possible, you will be contacted when re-routing becomes possible.

If you choose to cancel your trip, please refer to the question ‘What commercial measures have been put in place’ below.

I'm stuck abroad or in mainland France!

Since 5 June, Aircalin has resumed a number of long- and medium-haul commercial flights authorised by the French government.

The list of authorised flights is updated in real time as the situation evolves. We invite you to consult our website.

Passengers whose flights are confirmed will be notified and contacted by Aircalin teams. If you are waiting for a flight, you will be contacted when re-routing becomes possible.

Flight change

How are flights rescheduled?

To avoid impacting more people, passengers initially scheduled on authorised flights retain their seats on these flights.

Passengers affected by cancellations are placed on available seats, or on any additional flights, or on repatriation flights organised by the authorities.

How are destinations chosen for return flights?

It is the authorities who decide which flights should be maintained according to the constraints of the Tontouta hub. Aircalin complies with these requirements. We invite you to follow the news via our website, which is updated in real time.

Will my flight be maintained?

The airline is gradually resuming some of its long- and medium-haul commercial flights subject to authorisation. 

The list of authorised flights is updated as the situation develops. Passengers whose flights are confirmed are notified and contacted by Aircalin teams.

We invite you to follow the news of cancelled or authorised flights on our website.     

The information is regularly updated according to the information we receive from the authorities.

How do I get listed on takeover flights?

All customers listed on these flights are notified. You will be contacted as soon as a re-routing solution is made possible.

If your original flight has been cancelled, we invite you to inform us of your intention to postpone or cancel your trip by completing this form.

If you require further information, please contact our teams

How do I get between Nouméa and Tontouta? What information do I need to know about the shuttles?

ACCORDING TO THE DAY'S SITUATION, the authorities decide on travel options between Nouméa and Tontouta International Airport. 
 

Aircalin strongly advises its customers to stay informed and to respect the meeting times indicated in order to guarantee their place on our flights.

 

1. When Air Caledonie ATRs are used for air transport:

  • Passengers can be accompanied to the Magenta airfield roundabout.
  • Free bus shuttles are also organised with Arc-en-ciel (from/to Port Moselle, car park on avenue Foch opposite the Musée de la NC) : meeting at 6.30 am. 
  • In this case, the baggage allowance initially planned is authorized. However, excess baggage may be refused depending on capacity.  
     

2. When traffic conditions on the RT1 allow:

  • Paying Arc-en-ciel bus shuttles from/to Port Moselle (car park on avenue Foch opposite the Musée de la NC) : meeting at 11am for afternoon departures, 7pm for evening departures.
  • As La Tontouta airport is partially open during the day, you can get there by your own means BEFORE 8pm for night flights, or 3 hours before departure for day flights. However, the car park and drop-off point remain closed. On presentation of their flight ticket, passengers can be dropped off/picked up at Car Park P1 only.


Useful links: 
Arc-en-ciel service
Tontouta Airport

I can't change my flight online:

You can modify your booking via this page by entering your surname and booking number.

Depending on the status of your flight, online changes are not always possible.

If you are unable to change your tickets online, please contact our sales team

Online cancellations are not possible. Please contact us to make a cancellation.

Trade measures

What commercial measures have been put in place?

In the exceptional context of the closure of La Tontouta airport and its impact on cancelled flights, Aircalin is applying appropriate commercial measures.

The following measures will apply from 3 June 2024 for customers holding an Aircalin ticket (beginning with 063). Customers with tickets from other airlines should contact their original point of sale.

We invite you to inform us of your intention to postpone or cancel your trip by completing this form

  • WOULD YOU LIKE TO POSTPONE YOUR TRIP?
    Your flight has been cancelled due to the closure of La Tontouta airport since 13 May: postponement free of charge for a departure up to and including 30 September 2024.
  • If your flight has not been cancelled and was initially scheduled before 1 October 2024, your trip will be rescheduled : 
    o    no change fee.
    o    no fare adjustment on direct Aircalin flights for travel up to 30 September (fare adjustment for travel from 1 October).
    o    with a possible fare adjustment for trips involving flights on partner airlines if the original fare class is no longer available.
  • Your flight has not been cancelled and was originally scheduled after October 1, 2024: the original ticket conditions apply (change fees, possible fare adjustment). 

WOULD YOU LIKE TO CANCEL YOUR TRIP?

  • Your flight has been cancelled due to the closure of La Tontouta airport on 13 May:
    o    You can keep your ticket as a credit note valid for 12 months from the start date of your trip. It will be used free of charge.
    o    You can request a refund free of charge. However, we would like to draw your attention to the particularly long processing times.
  • Your flight has not been cancelled and was initially scheduled before 1 October 2024 :
    o    You can keep your ticket as a credit valid for 12 months from the date of commencement of travel. It will be used free of charge.
    o    You can request a refund, which will be made under the original conditions of the ticket.

The credit note is personal and non-transferable. If it is not used in full, the fare difference will be refunded.

We would like to draw your attention to the particularly long processing times for refund requests.

If you require a cancellation certificate for insurance or other purposes, please complete this form.

If you need more information, please contact our team
 

I am not in possession of an Aircalin ticket beginning with 063

Customers with tickets from other airlines (i.e. tickets not beginning with 063) should contact their original point of sale.

How long does it take to receive a refund following a trip cancellation?

In view of the current situation, we are facing an extremely important volume of requests, so the transfer times are longer than usual. 

The financial services have told us that it takes 8 to 10 weeks from receipt of the request to execution of the transfer.
 

Freight

What about FREIGHT?

Freight handling is gradually recovering. Only the reopening of our Tontouta freight agency, which depends on the security of the Nouméa-Tontouta road and the scheduling of commercial flights, will enable us to return to normal activity.  However, our teams can still be reached by e-mail, and export/import activity is possible under the following conditions :  fret@aircalin.nc

Export :

  • Freight forwarders are invited to contact the freight department to send their reservations according to the flight operated and to organize with the airport subcontractor the possibilities of physical acceptance of their shipment at the Tontouta freight terminal.  
  • Individuals wishing to send freight from New Caledonia are invited to contact a local freight forwarder to arrange this. The infrastructure of the Tontouta freight terminal is unable to handle air freight requests from individuals and associations.

     

For imports :

  • Our sales representatives remain at the disposal of freight forwarders for any booking according to the flights operated.  Contact details are available here.
  • Individuals wishing to import parcels into New Caledonia should contact a forwarding agent in the city of origin.

 

 

Is it possible to transport animals?

Following the events affecting New Caledonia since May 14, the departure of live animals has been impacted.

The only way to transport animals to Tontouta airport is by road; the air bridge between Magenta and Tontouta is not designed for animals. 
As a result, all transport operations are highly dependent on the situation, which changes daily. Aircalin accepts no responsibility in the event of road blockages or flight cancellations.

The choice of destinations is currently limited by the suspension of several routes. 
In order to help you decide whether to send your animals to mainland France or to another destination, please find below a list of possible destinations:  

  • People who have made their 1st appointment and are waiting for their 2nd appointment: we will contact you as soon as we are able to offer you a flight dedicated to transporting your animals;
  • People who haven't been able to make their 1st appointment since May 14: as previously agreed, we'll get back to you as soon as we're able to give you a new date for your 1st appointment.
  • People wishing to make a 1st appointment: please send us an e-mail with "1st appointment request" in the subject line and provide us with the following information: 
    - surname/first name, 
    - telephone contact,
    - desired date of departure.

If you have to leave the Territory before your animals, please provide us with the full name, telephone number and e-mail address of the person in charge (family/friend or boarder) at the following address:   fret@aircalin.nc

Lounge

Is the Business Hibiscus lounge available?

Customers whose ticket included lounge access at Tontouta will unfortunately not be able to take advantage of this service. The Business Hibiscus lounge is not available at Tontouta airport for the moment.