Any reservation or ticket order, or acceptance of a quote from the Company by the Customer, implies the express and unconditional acceptance by the latter and the Passengers of these General Conditions of Sale and Transport, subject to any special provisions applicable to the situation. In cases where special provisions apply, if there is a conflict between the special provisions and Title 1 of these conditions, the special provisions shall prevail.

The General Conditions of Sale represent the entirety of the obligations of the parties and apply to the exclusion of any other conditions. In this sense, the Customer is deemed to accept them without reservation.

The terms of the Transport Contract are the conditions referred to in the Passenger’s Ticket.
Subject to the provisions of paragraphs 2 to 4 below, these General Conditions of Transport apply to any flight, or portion of a flight, for which the AIR CALEDONIE Designator Code appears in the “Carrier” box of the corresponding Ticket or Coupon.

These General Conditions of Transport also apply to transportation provided free of charge or at a reduced rate, unless otherwise specified in the Transport Contract or any other contractual document that binds AIR CALEDONIE to the Passenger.

All transport is subject to the General Conditions of Transport in effect on the day of departure as indicated on the electronic ticket and the fare rules in effect at the time of the Passenger’s Reservation. The Carrier may modify these General Conditions at its discretion; therefore, it is the Passenger’s responsibility to regularly review them, particularly before their departure, especially concerning the General Conditions of Transport.

When the Client clicks on “I confirm that I have read and accept the General Conditions,” they are then irrevocably bound to the Carrier. This acceptance cannot be challenged at any time.Le Transport peut être soumis à des dispositions particulières, lesquelles prévalent sur les présentes Conditions de Transport en cas de contradiction.

The transport may be subject to special provisions, which prevail over these Conditions of Transport in case of a conflict.

These General Conditions of Transport are established in accordance with the applicable law governing transport in force.

These General Conditions of Sale and Transport are available from AIR CALEDONIE or its Accredited Agents and are accessible on the AIR CALEDONIE website.

If the Transport is carried out under a Charter Agreement, these Conditions only apply insofar as they are attached, incorporated, or referred to by reference or otherwise in the Charter Agreement or in the Ticket.

Certain flights or air services of the carrier may be subject to a “Code Share” agreement with other Carriers. In such cases, a carrier other than the one indicated on the Ticket (with whom the Passenger may have made the Reservation) may operate the air service in question.

In any case, the applicable General Conditions of Sale are those of the Company selling the Ticket, and the applicable General Conditions of Carriage are those of the Carrier whose designation code appears on the ticket.

For code-sharing services on flights operated by other carriers, if the General Conditions of Carriage of the Actual Carrier do not apply, these General Conditions of Carriage will apply.

In such a case, the Passenger will be informed of the identity of this carrier at the time of Reservation by the Accredited Agent or, at the latest, during check-in.

It is advisable to consult the terms of flights operated by another carrier under a code-share agreement and become familiar with check-in times, requirements and policies regarding the Transport of unaccompanied minors, the Transport of animals, refusal of Transport, oxygen devices, operational irregularities, denied boarding compensation, baggage allowances, etc.

Information on AIR CALEDONIE’s code-share partners is available on their respective websites.

These General Conditions of Carriage apply to the extent that they are not contrary to applicable law and public policy regulations, in which case such law or regulations shall prevail. The potential invalidity of one or more provisions of these General Conditions of Carriage shall not affect the validity of the other provisions, unless the Transport Contract cannot substitute for the provision declared null and void, and that provision is decisive and essential to the existence of said Contract.

These conditions may be translated into several languages. In the event of a discrepancy between the French version of this text and any other translated version, the French version shall prevail.

The Passenger agrees to provide the Carrier or the Accredited Agent with all the information necessary for completing the reservation as well as their contact details so that they can be notified about updates concerning their flight. In this regard, the list of required information is available and detailed in the Privacy Policy.

It is strongly recommended that Passengers provide their phone number (preferably mobile) and a valid email address to be contacted in real-time by the Carrier in case of flight modification, cancellation, schedule changes, etc. Failing to provide this information, the Passenger is informed that they will not be able to benefit from their right to be informed in case of flight irregularities.

Reservations will only be confirmed once they are recorded in the Carrier’s computer reservation system. The Carrier can provide, upon request, confirmation of the Reservation.

Some fares may be subject to conditions that limit or exclude the possibility of modifying or canceling Reservations.

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.

Depending on the fare conditions applicable to your Reservation, seat reservations may be considered an optional service, and in such cases, fees will apply.

The current rules and fees are available on our website as well as from our authorized Agents. These rules and fees may be modified at any time by the Carrier without prior agreement.

In any event, the Carrier will make every effort to accommodate seat assignment requests but cannot guarantee the allocation of any specific seat. The Carrier reserves the right to change seat assignments at any time, including after boarding, due to operational, safety, or security requirements, or in cases of force majeure.

Passengers in a group of at least 15 people wishing to travel must request a quote from the Carrier. They have a 2-week period to confirm their reservation with a deposit. The full price of the Reservation must be paid before the departure date so that Electronic Tickets can be issued.

The type of aircraft indicated to the Passenger at the time of Ticket Reservation or thereafter is provided for informational purposes. Security and safety requirements, reasons beyond the Carrier’s control, or operational constraints may lead the Carrier to change the type of aircraft without liability.

3.6.1. Optional Services

The Passenger may pay an additional fee to benefit from Optional Services, depending on the availability in their class of Reservation and the applicable fare for their Reservation. The terms and conditions for these Optional Services are specified on the Company’s website.

The Passenger’s subscription to this Optional Service will automatically and without reservation imply approval of the conditions applicable to said service, as available on the Carrier’s website.

However, the Carrier cannot be held liable if safety, security, operational requirements, or reasons beyond its control prevent the provision of the agreed services, even if they were confirmed at the time of Reservation.

3.6.2. Onboard Services

The Carrier will endeavor to accommodate the Passenger’s requests for onboard services such as water and snacks, etc. However, the Carrier cannot be held liable if safety, security, or reasons beyond its control prevent the provision of appropriate services, even if these services were confirmed at the time of Reservation.

Customers can purchase their ticket online for up to 9 people per reservation, with each individual being over 2 years of age.

Customers are informed that certain services cannot be booked online. In such cases, they are invited to contact one of the Company’s agents.

An online reservation is only confirmed if the payment for the ticket is made immediately.

If, due to planned overbooking, the Carrier is unable to assign a seat to the Passenger, even though the Passenger holds a confirmed Reservation, a valid Ticket, and has presented themselves for check-in and boarding within the required time and conditions, the Carrier will provide compensation, where applicable, as per the applicable regulations. If a Passenger is placed in a lower class than the one for which the Ticket was purchased, the Carrier will reimburse the difference in Fare, in accordance with the applicable regulations.

The Ticket serves as proof, unless proven otherwise, of the existence of a Contract of Carriage, both in its conclusion and content, between the Carrier and the Passenger whose name appears on the Ticket.

Since the Ticket is nominative, only the Passenger(s) named on the Ticket may benefit from the transportation service. The Carrier reserves the right to verify the identity of the Passengers. The Passenger must be able to provide proof of identity to the Carrier, at any time during the journey, for themselves and those for whom they are responsible.

In the event of a typographical error made by the Passenger on the name or first name of the Passenger or an accompanying person during the Reservation, typographical corrections can be made by the Carrier in accordance with the valid passport, and subject to possible Service Fees.

A Ticket is non-transferable, subject to applicable regulations in force, particularly concerning package travel. If another person presents themselves with a Ticket for transport or a refund, the Carrier assumes no liability if, in good faith, they transport or refund the person presenting the Ticket.

In any case, it is specified that changing the Passenger’s name, except for typographical corrections, is considered a transfer of the Ticket and is not permitted.

Some Tickets, sold at specific fares, are partially or entirely non-modifiable and/or non-refundable. At the time of booking, it is the Passenger’s responsibility to check the conditions applicable to the use of their Ticket and, if necessary, to take out appropriate insurance to cover any cases where they may need to modify or cancel their trip.

If the Passenger has benefited from a reduced fare or a fare with special conditions, they must be able to justify these conditions and prove their validity, particularly at check-in and possibly at any time during their journey. If not, a fare adjustment corresponding to the difference between the total amount paid and the total fare that should have been paid will be required from the Passenger. In the absence of payment, boarding may be denied to the Passenger.

The Ticket, subject to mandatory formal conditions, remains the property of the Carrier that issued it.

Except in the case of an Electronic Ticket, the Passenger may only be transported if they present a valid Ticket containing the Coupon corresponding to the relevant flight, as well as the Passenger Coupon. Additionally, a damaged or altered Ticket by someone other than the Carrier or one of its Authorized Agents will not be valid for transport. In the case of an Electronic Ticket, the Passenger must provide identification and will only be transported on a flight if a valid Electronic Ticket has been issued in their name.

In case of loss or damage of all or part of the Ticket or failure to present a Ticket containing the Passenger Coupon and flight Coupons, the Carrier will replace, at the Passenger’s request, all or part of the Ticket. This replacement will occur by issuing a new Ticket provided that the Carrier has proof that a valid Ticket was issued for the relevant flight(s) at the time of the request.

If the aforementioned proof is not provided by the Passenger, the Carrier reissuing the Ticket may charge the Passenger the total fare of the replacement Ticket.

This payment will be refunded when the Carrier has proof that the lost or damaged Ticket was not used during its validity period, or if the Passenger returns the Ticket they found within the same validity period.

It is the Passenger’s responsibility to take all necessary precautions to ensure the Ticket is neither lost nor stolen.

Unless otherwise provided in the Ticket or in these General Terms and Conditions of Sale and Carriage, or in the event of Fares affecting the validity period of a Ticket as indicated to the Passenger at the time of purchase or on the Ticket itself, a Ticket is valid for carriage for one (1) year from the initial date of issuance of the Ticket.

If the Passenger, after beginning their journey, is prevented from continuing for health reasons within the validity period of the Ticket, the Carrier may extend the validity of the Ticket upon submission of a medical certificate; this extension will last until the date the Passenger is able to travel again or until the date of the next available flight, and at most, three (3) months from the date indicated on the medical certificate, subject to the specific fare conditions.

In the event of the Passenger’s death before or during the journey, a refund may be granted according to the Ticket fare conditions. For persons accompanying the deceased Passenger, the validity period of their Ticket may be extended, upon receipt of a death certificate, without exceeding forty-five (45) days from the date of death.

The Carrier may, at its sole discretion, decide to issue a credit, refund, or modify the Passenger’s reservation in Exceptional Circumstances, provided that the request and a copy of any supporting documents are submitted in writing to the Carrier.

Any decision regarding requests for credits, refunds, or modifications remains at the sole discretion of the Carrier.

The Carrier therefore strongly recommends that Passengers take out adequate travel insurance to cover themselves against such circumstances.

The fare applied on the Ticket’s issue date is valid only for a Ticket used in full and in the sequential order of the Flight Coupons, for the journeys and dates specified. Any change to the journey by the Passenger (schedule, departure or destination point, dates, reservation class, etc.) may alter the fare initially paid by the Passenger. Many fares are only valid for the dates and flights specified on the Ticket. In such a case, the Passenger may be required to pay a fare difference. This difference corresponds to the amount between the total fare initially paid and the total fare that should have been paid at the time the Ticket for the actual journey was issued. In case of any changes, Service Fees and penalties may apply. • In the event of the Passenger’s failure to present themselves before the Check-in Deadline, the Ticket may be canceled by the Carrier. However, the Passenger may still use the return flight if they: • Inform the Carrier no later than the departure day of the first leg; Pay the fare difference according to the conditions applicable to the Ticket. The fare determined by the details, flight dates, and routes indicated on the Ticket corresponds to a starting point and a destination, including any intermediate stopovers planned during the Reservation and the purchase of the Ticket, and all form part of the Contract of Carriage. Each Flight Coupon on the Ticket will be valid for transport in the class specified on it, on the date and for the flight corresponding to the Ticket Unless specific conditions apply to certain fares, if the Passenger wishes to change all or part of their Journey, the Carrier will calculate the new fare corresponding to this change. The Passenger will then have the option to accept the new price or maintain the original transport as stated on the Ticket. If the Passenger does not fully use their Flight Coupons and prematurely interrupts their journey, they may be required to pay a fixed fee to recover their Checked Baggage. This amount will be specified by the Carrier upon request from the Passenger and at the latest at the time the Passenger requests to recover their Checked Baggage Any non-compliant use by the Passenger (for example, if they do not use the first Coupon or if the Coupons are not used in their issued order) detected on the day of travel will result in a fixed surcharge payable at the airport. If the Passenger wishes to change any part of their journey (schedules, departure or destination point, dates, booking classes, etc.), they must first contact the Carrier or the Authorized Agent who sold them the ticket.

The Carrier’s identification may be abbreviated on the Ticket, through its Designation Code (as defined in Article I) or in any other form.

The Carrier’s address is considered to be that of its registered office or, failing that, its principal place of business.

Fares, expressed in Pacific Francs, apply solely to transportation from the airport of the point of origin to the airport of the point of destination, unless otherwise indicated. They do not include surface transportation between airports, or between airports and city terminals.

The applicable Fares are those published by the Carrier or calculated by the Carrier in accordance with the fare regulations in effect at the time of the Ticket Reservation, for travel scheduled on the dates and for the itinerary specified in the Reservation and Ticket. As a result, any modification, such as a change in itinerary, date, or time of travel, may affect the applicable Fare.

At the time of Reservation, the Customer is informed of the total Ticket Fare including all taxes, the issuance Fees, and the overall Ticket price.

All fees, taxes, or charges imposed by a government, by any other authority, or by an airport operator shall be borne by the Passenger, who will be informed of them at the time of Reservation and Ticket purchase. However, fees, taxes, and charges may be created or increased after the date of Ticket purchase, and the Passenger will be required to pay the corresponding amount. Conversely, if some are reduced or eliminated, the Passenger may be refunded accordingly. If the Passenger decides not to travel on a flight for which they have a confirmed Reservation, the Passenger will be entitled to a refund of the airport taxes, charges, and other fees mentioned above that are only applicable if the Passenger actually boards the flight, in accordance with the applicable regulations. Issuance Fees may be charged to the Passenger by the Carrier in exchange for the service of issuing the Ticket. The Issuance Fees vary depending on the type of trip, the Fare, and the distribution channel of the Ticket. These Fees are added to the total Ticket Fare. The Issuance Fees charged, where applicable, by the Carrier are non-refundable, except in the case of a Ticket cancellation due to the Carrier’s fault. The amount of Issuance Fees charged by AIR CALEDONIE can be consulted through its services and on its website. In this regard, Customers are encouraged to carefully review and select the fare conditions for each class, which are fully available on the website before making the actual payment. These conditions may be subject to change at any time. In such cases, the applicable fare conditions are those in effect at the time of Reservation or when the Tickets are paid for. If the Passenger decides not to travel on a flight for which they have a confirmed Reservation, the Passenger will be entitled to a refund of the airport taxes, charges, and other fees mentioned above that are only applicable if the Passenger actually boards the flight, in accordance with the applicable regulations. Issuance Fees may be charged to the Passenger by the Carrier in exchange for the service of issuing the Ticket. The Issuance Fees vary depending on the type of trip, the Fare, and the distribution channel of the Ticket. These Fees are added to the total Ticket Fare. The Issuance Fees charged, where applicable, by the Carrier are non-refundable, except in the case of a Ticket cancellation due to the Carrier’s fault. The amount of Issuance Fees charged by AIR CALEDONIE can be consulted through its services and on its website. In this regard, Customers are encouraged to carefully review and select the fare conditions for each class, which are fully available on the website before making the actual payment. These conditions may be subject to change at any time. In such cases, the applicable fare conditions are those in effect at the time of Reservation or when the Tickets are paid for.

Any additional fees for optional services enhancing the flight (and not included in the selected Fare) will be charged on top of the applicable Transport Fare.

The following payment methods are accepted: cash (kiosks and ticket counters only), credit cards, wire transfers, and vouchers (EMD). Certain payment methods may be subject to specific conditions. For the purchase of Tickets on the Company’s website, only credit cards are accepted.

Payments are to be made in the currency in which the Ticket was purchased, unless another currency is specified by the Carrier or its accredited Agent at the time of the Reservation or purchase of the Ticket.

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

With respect to the Fare affecting the Reservation price, the Carrier reserves the right to cancel any Reservation in the event of a technical or display error that makes the price clearly incorrect or negligible.

The Carrier reserves the right to conduct checks and verifications on remote banking transactions at any time.

The Carrier reserves the right to cancel the Reservation or the Passenger’s Tickets in the following cases:

• Failure to provide the requested supporting documents;
• Receipt of non-compliant documents or those indicating a risk of fraudulent use of the credit card;
• Lack of response from the Customer or inability to reach them within 48 hours of the Reservation.

The transportation of unaccompanied minors, Passengers with Reduced Mobility (PRMs), sick individuals, or anyone requiring special assistance may be subject to specific conditions.

Any Passenger requiring such assistance must notify and seek prior approval from the Carrier’s sales team at the time of Booking, and at least 48 hours before departure. Failure to do so may result in the Carrier refusing transport to the Passenger for health, safety, or security reasons.

Passengers who have obtained the Carrier’s approval during the purchase of their electronic Ticket cannot be denied boarding due to their disability or special needs.

However, if a request related to the situations described in paragraphs e.1., e.2., and e.3. is only made at the time of check-in, the Carrier has the right to deny the Passenger boarding as per the provisions of this article

Transporting Passengers with Reduced Mobility, sick individuals, or anyone requiring special assistance is subject to the Carrier’s prior approval.

Passengers with medical histories are advised to consult their doctor before making a Booking to ensure they are fit to fly and, if necessary, take all precautions for a smooth flight if declared fit to board.

Access to certain seats may be denied to passengers with disabilities or PRMs to comply with applicable air safety regulations.

Passengers whose body size requires an additional seat must notify the Carrier at the time of Booking.

When in-flight meal service is available, passengers requiring or desiring a special meal must notify the Carrier at least 48 hours in advance of the flight date. Otherwise, the Carrier cannot guarantee the availability of the meal on board.

The Airline transports one mobility aid (wheelchair or walker) free of charge in the hold, in addition to the baggage allowance, provided there is sufficient space in the aircraft and subject to applicable regulations regarding hazardous materials.

Pregnant women with normal pregnancies may travel without any special formalities up to the thirty-eighth (38th) week. After this point, the pregnant woman must provide a medical certificate, issued within 24 hours before the flight, certifying a very low risk of imminent childbirth. In general, it is recommended that pregnant passengers consult their doctor before booking any flight.

Ticket reservations for a minor Passenger are subject to the consent of the parents or the individuals exercising parental authority, or to the presentation of documentation proving the minor’s emancipation, if applicable.

This consent is validated by the registration of a valid ID of the said legal guardian, along with all the necessary information for the Reservation and the communication of the parents’ or legal guardian’s contact details.

Any child up to the age of eleven (11) must travel accompanied by a person who is at least eighteen (18) years old, capable, and responsible, or by at least one of their parents or, failing that, their legal guardian. An adult may be responsible for up to 11 children on the same flight.

Unaccompanied children are only permitted on Air Calédonie flights through the prior subscription to the UM service (see conditions with the sales department).

For safety reasons, the number of children under 2 years old (infants) on board an aircraft is limited to 6. The infant fare does not include a seat during the flight. The infant travels on the lap of one of their parents, legal guardian, or an adult.

During Booking, Air Calédonie will provide the Passenger with the flight schedules, which will be displayed on their Ticket. These schedules are not final and may be modified between the date of actual payment of the Ticket and the actual date of transport. In such cases, the Passenger will be notified via the contact details they have provided. Passengers are strongly encouraged to provide their contact information or that of a contact person at both departure and destination points so that the Carrier can inform them of any changes to the flight. If the Passenger does not provide this information, they are responsible for checking with the Carrier before the scheduled departure to confirm that the flight schedules on their Ticket or Travel Memo have not been altered.

Air Calédonie is committed to taking all necessary measures to transport the Passenger and their baggage according to the scheduled times. In order to avoid flight cancellations, the Airline may substitute other carriers, use different aircraft, or other means of transport.

Information regarding any delays, rebookings, or cancellations is available and can be consulted by the Passenger on the website www.air-caledonie.nc.

8.2.1. –  Check-in Deadline ( CDL )

The CDL refers to the latest time by which the Passenger must have completed their check-in procedures, including baggage check if applicable, and be in possession of their boarding pass. Varying from one airport to another and depending on the destination, the Passenger must respect this deadline, failing which they will not be allowed to board.

The Airline will provide information regarding the CDL applicable to each flight. The Passenger must arrive at the Carrier’s check-in counter early enough before the flight departure to avoid congestion and complete all formalities before the CDL as indicated by the Carrier or its Accredited Agent.

The Passenger must strictly comply with the CDL. Failing to do so, they will be considered a “no show” and refused boarding, in accordance with Article 15 of these general conditions (and, if applicable, the return flight of their journey may be canceled in accordance with Article 4.3 of Title I of these conditions).

8.2.2 – Check-in and Boarding Conditions

At check-in, the Passenger is required to present specific information about their flight and identity, in accordance with the security screening requirements detailed in Article 13 of these conditions.

If the Passenger fails to present the necessary documents, the Carrier may refuse to check them in and allow them to board, and the reserved seat may be reassigned. In such a case, the Passenger cannot claim compensation or hold the Carrier liable.

At the security checkpoint, the Passenger must present their boarding pass and provide certain information regarding their identity, along with all documents required for their journey by their departure, destination, and transit countries.

The Passenger must be present at the boarding gate no later than the time indicated during check-in or on the boarding pass..

8.2.3 – Passenger No Show

If the Passenger does not show up for a flight, the conditions of Article 4.3 of Title I apply.

10.1.1 – Passenger Obligations

The Passenger declares full knowledge of the contents of each of their Baggage as they have packed them themselves.

The Passenger agrees not to leave their Baggage unattended from the moment they have prepared it and not to accept items from another Passenger or any other person.

The Passenger agrees not to travel with Baggage entrusted by a third party. The Passenger is advised to ensure that their Baggage is properly and securely packed and protected in suitable containers to avoid damage to the items and materials in their Baggage, as well as to the Baggage of other Passengers or the Carrier’s aircraft.

Passengers are advised to attach their personal contact details to their Baggage, particularly in case of loss, especially for Checked Baggage. These Baggage items will, where possible, be transported on the same aircraft as the Passenger, unless for operational, safety, or security reasons, the Carrier decides they will be transported on another flight. In such a case, the Carrier will deliver the Baggage to the Passenger unless the applicable regulations require the Passenger to be present for a customs inspection.

10.1.2 – Prohibited Items

The Passenger must not include in their Baggage any item whose transport is prohibited or restricted by applicable regulations and laws in force in any country of departure, destination, overflight, or transit, including but not limited to:

1. Items that could pose a danger to the aircraft, persons, or property on board, such as those specified in the Dangerous Goods Regulations of the International Civil Aviation Organization (ICAO) and the International Air Transport Association (IATA) and in the Carrier’s regulations. These include explosives, pressurized gases, oxidizing, radioactive, or magnetized substances, batteries, flammable substances, toxic or corrosive substances, liquids of any kind (except liquids carried in hand Baggage in limited quantities for the Passenger’s personal use during their journey);
2. Items whose transport is prohibited by the laws in force in New Caledonia;
3. Items that the Carrier reasonably deems unfit for transport due to their weight, size, offensive odor, configuration, or nature, particularly if fragile or perishable, given the type of aircraft used;
4. Firearms and ammunition. Only those intended for hunting or sport or held by law enforcement officers may be accepted as checked Baggage, provided they are unloaded, properly packed, have the safety catch engaged, and subject to the Carrier’s approval at the time of Ticket reservation and upon presentation of the required documentation;
5. Sharp weapons, stabbing weapons, aerosols that can be used as offensive or defensive weapons; collectible weapons, swords, knives, and other similar weapons. Prohibited in the cabin, they may potentially be accepted as checked Baggage, subject to the Carrier’s approval;
6. Live animals, whose transport conditions are specified below.

In the case of fraud, any Passenger traveling with such prohibited items will be required to reimburse fines, losses, repairs, and other costs incurred as a result of such a situation. Legal action may be initiated by the Carrier where applicable.

Subject to applicable regulations, Passengers are strongly advised not to include fragile or perishable items or valuable articles in their checked Baggage, such as medications, medical assistance devices, money, jewelry, works of art, precious metals, securities or other valuables, expensive clothing, optical or photographic equipment, computers, electronic and/or telecommunication devices, identification documents, keys, samples, business papers, manuscripts, or securities. These items may be carried in hand Baggage, provided they comply with applicable regulations.

Furthermore, it is reminded that the Carrier is exempt from liability when damage results from the nature or inherent defect of the baggage.

Information regarding these prohibited items may be provided by the Carrier to the Passenger upon request.

10.2.1 – General Provisions

Checked Baggage must be properly packed to protect its contents and to withstand normal handling. It must be delivered to the Carrier’s check-in counters before the Check-in Deadline.

Once the Passenger has handed over their Baggage for check-in under the above conditions, the Carrier will take custody of it and issue a Baggage Tag for each piece of Checked Baggage.

To retrieve their Checked Baggage, when a Passenger decides to prematurely interrupt their journey and does not use all their Flight Coupons, they may be required to pay a flat fee, which will be communicated at the time of their request..

10.2.2 – Baggage Allowance

ach Ticket entitles the Passenger, free of charge, to transport a limited quantity of Baggage (in number and/or weight and dimensions). The allowance is stated on the Travel Memo or Ticket, which is authoritative and must be adhered to in all cases. The Passenger cannot claim any exceptional conditions that are not mentioned on the Travel Memo or Ticket.

Depending on the planned route and class of Booking, the amount of Baggage may be determined by the Carrier either by weight or based on a combination of weight, dimensions, and number of pieces (Piece Concept). However, Baggage cannot exceed a maximum weight, which will be communicated at the time of booking and indicated on the Ticket.

If the Passenger exceeds the Baggage Allowance, they may check their Baggage subject to paying an additional fee, which must be paid no later than before check-in. The weight limits may vary between international and domestic flights, as specified in the applicable sections.

Conditions related to these additional fees are available from the Carrier, its Accredited Agents, and on the Company’s website..

10.2.3 – Baggage Collection and Delivery

• Subject to the provisions in point 10.1.1, it is the Passenger’s responsibility to collect their Baggage as soon as it is made available at the destination or Stopover points. If the Passenger does not collect their Baggage within one (1) month of it being made available, the Carrier may dispose of it without incurring any liability to the Passenger. According to the legal provisions in some countries, unclaimed baggage may be handed over to national authorities or destroyed.
• Only the holder of the Baggage Tag is authorized to collect the Checked Baggage.
• If a person claiming a Baggage cannot produce the Baggage Tag, the Carrier will only hand over the Baggage if the person satisfactorily proves their rights to it. In such cases, the Carrier cannot be held liable in any way.
• The acceptance of Baggage by the holder of the Baggage Tag without any protest at the time of delivery constitutes a presumption, unless proven otherwise, that the Baggage was delivered in good condition and in accordance with the Contract of Carriage.
• In the event of damage, the Passenger must submit a claim to the Carrier immediately upon discovering the damage and no later than seven (7) days after receiving the Checked Baggage. In case of delay in Baggage delivery, the claim must be submitted no later than twenty-one days from the date the Baggage was made available to them.
• All claims, accompanied by the documents requested by the Carrier, must be submitted within the stipulated timeframe through one of the following methods:
  • By email : service-client@air-caledonie.nc
  • Online : on the website air-caledonie.nc

Every Ticket allows for the transport of a limited amount of Unchecked Baggage in the cabin, based on number, weight, and/or dimensions. If these specifications have not been communicated to the Passenger, only one piece of Unchecked Baggage will be accepted. Unchecked Baggage must be able to be placed under the seat in front of the Passenger or in a designated closed storage space. Certain Baggage that the Passenger wishes to keep in the cabin may, for safety and/or security, operational reasons, or aircraft configuration, be refused in the cabin at any time before the flight departure. Such Baggage must then be checked and transported as Checked Baggage. If the Carrier requires the Passenger to check the Baggage in the hold due to non-compliance with the above terms, this may result in an additional fee for the Passenger, as outlined in paragraph 10.2.2. If the Passenger refuses to pay this additional fee, the Carrier reserves the right to deny boarding to the Passenger and their Baggage. The Passenger is solely responsible for their personal belongings and Unchecked Baggage kept in the cabin.

At any point of embarkation or during a stopover, the Carrier may, for safety and/or security reasons, refuse to transport as Baggage the items listed in paragraph 10.1.2 above, or refuse to continue transporting them if they are discovered during the journey. The Carrier has no obligation to store Baggage and/or items that are refused.

The Carrier may refuse to transport as Baggage any item due to its size, shape, weight, content, configuration, nature, or unpleasant odor, or for operational, safety/security reasons, or to preserve the comfort and convenience of other Passengers. Information about such types of Baggage is available upon request.

The Carrier may refuse to transport Baggage that it reasonably considers to be improperly packed or placed in unsuitable containers.

Information regarding improper packing, unsuitable containers, or prohibited types of Baggage is available upon request.

The Carrier may refuse to transport Baggage for which the Passenger has refused to pay the additional fee or that does not comply with the Carrier’s Baggage policy as stated in this Article 10.

The Carrier may also refuse to transport Baggage that has not been checked in by the Passenger before the Check-in Deadline.

For safety/security reasons and/or at the request of the competent authorities, the Passenger may be asked to undergo a search or check of themselves and/or their Baggage. If the Passenger is unavailable, their Baggage may be checked or searched in their absence to verify that it does not contain prohibited items. In the event of the Passenger’s opposition, the Carrier may refuse to transport them and their Baggage. If inspections damage the Baggage and/or its contents, the Carrier shall not be held liable.

In accordance with the Buckingham Palace Declaration against the illegal transport of protected species, to which the Company is a signatory, it is prohibited to transport any plant or animal species as checked Baggage without a CITES permit or appropriate certificates.

The transport of animals traveling with the Passenger is subject to the prior explicit acceptance of the Carrier.

In the case of fraud, absence, or irregularities in the required documents, or if the container intended for transporting the Pet does not comply with the aforementioned provisions, the Carrier will assume no responsibility for injuries, losses, delays, illnesses, or deaths of the transported animals resulting from these shortcomings, except in cases of negligence or actions attributable to the Carrier. In cases of fraud, absence, or irregularities in the required documents, Passengers traveling with such animals must reimburse any fines, losses, repairs, and other costs incurred due to such situations.

If the Passenger wishes to change any or all of the dates or times of their journey, they must contact the Carrier in advance. The fare will be recalculated based on the availability of the fare class on the new requested flight, along with any applicable penalties. The Passenger will then have the option to accept the new price or retain the original transport as indicated on the Travel Memo or their Ticket.

The identity of the Passenger or the destination of the journey may never be changed.

Each Flight Segment of the Ticket will be valid for the fare class, on the date, and for the flight corresponding to the confirmed reservation. If the conditions of the fare class are not met, the Carrier may cancel the reservation or Ticket or may charge an additional fee.

11.2.1 – General

Refunds for a Ticket, in whole or in part, will be made according to the terms set forth in this paragraph 11.2, based on the fare conditions of the Ticket and applicable regulations.

Refunds are subject to the applicable regulations of the country in which the Ticket was originally purchased and/or the regulations of the country in which the refund is to be made.

Refunds, if permitted, will be made based on the total price of the Ticket paid and will be exclusively made to the Client, the person who actually paid for the Ticket.

Requests for a refund of a Ticket must be made to the issuer of the Ticket, either the Carrier or the Accredited Agent, as applicable.

An event of Force Majeure occurring after the Passenger has begun their journey and preventing them from continuing will not give rise to a refund but will result in the extension of the validity of the Ticket.

11.2.1 – Refund at Passenger’s Request (Voluntary Cancellation)

If the Passenger is entitled to a refund for their Ticket, the amount of the refund will be equivalent to:

·         The fare paid, minus processing and cancellation fees, if no part of the Ticket has been used;

·         The difference between the fare paid and the fare applicable to the planned route for which the Ticket has been used, minus processing and cancellation fees, if a part of the Ticket has been used.

11.2.2 – Right to Refuse Refund

The Carrier reserves the right to refuse the refund of any Ticket:

• If the request is made after the expiration of the validity date;
• That is marked non-refundable;
• That satisfies the legislative or regulatory obligation to possess a transport title allowing the Passenger to leave the country, unless the Passenger provides sufficient evidence to establish that they are authorized to stay in said country or that they will leave via another Carrier or by any other means of transport;
• For which the holder was not admitted by the destination or transit authorities of the planned route, and if the Passenger was thus returned to their point of embarkation or to any other destination;
• If it is stolen, altered, counterfeit, or fraudulently paid;
• When the Carrier has refused transport to its holder, in accordance with Article 9 herein;
• In a currency different from that in which the payment was made

11.2.3 – Refund Currency

Subject to applicable law, the Carrier reserves the right to make the refund in the same form and in the same currency used for the purchase of the Ticket.

11.2.4 – Refund of Taxes and Fees

In accordance with applicable regulations, taxes and fees that become due from the actual boarding of the Passenger are refunded by the Carrier or the Accredited Agents when the Ticket is no longer valid and has not been used for transport.

In the event of a cancellation or delay of a flight, and when the Passenger holds a single Transport Contract, the Carrier will implement all provisions of the applicable regulations in this matter.

The Passenger is responsible for obtaining all necessary documents, identification, passport, visas, and special permits required for their journey, and if applicable, for their minor children and/or Passengers under their care and/or any Animals they are traveling with, as well as complying with the applicable regulations of the States (of departure, destination, or transit), the Carrier’s instructions, and any guidelines or instructions it may issue. The Carrier shall not be held responsible for any consequences suffered by the Passenger due to failure to comply with the obligations mentioned in this section.

The Passenger is required to present all entry, exit, and transit documents, as well as health and other documents required by the regulations in force. Furthermore, they must provide these documents to the Carrier and/or allow the Carrier to make copies of these documents, if necessary, or to record the information contained therein.

The Carrier reserves the right to refuse transport if the Passenger does not comply with the laws and regulations in force or if the Carrier has doubts about the validity of the documents presented.

The Carrier shall not be held responsible for any consequences, including losses or expenses, that the Passenger may incur for failing to comply with legal provisions.

If the Carrier is required to pay or deposit a fine or penalty, or incur any costs due to the Passenger’s failure, whether intentional or not, to comply with the regulations in force or due to non-compliance with required documents, the Passenger must, upon request by the Carrier, reimburse the amounts paid or deposited and any expenses incurred.

The Carrier may use any funds paid for unused transport or any amount belonging to the Passenger that the Carrier holds to cover these costs.

The Passenger may be asked to attend an inspection of their Baggage by customs or any other governmental authority. The Carrier shall not be held liable for any Damage or loss suffered by the Passenger who fails to comply with this requirement.

The Passenger must compensate the Carrier if any action, omission, or negligence on their part during an inspection causes Damage to the Carrier, without prejudice to the Carrier’s right to take legal action against the Passenger.

The Passenger is required to submit to security checks (and safety inspections) requested by governmental or airport authorities, as well as at the Carrier’s request.

The Passenger must comply with the document verification at check-in, where the identity mentioned on the travel document, boarding pass, and the identity document in their possession must match. This applies to all passengers, regardless of age (including minors) or status.

The Passenger must also comply with document verification at boarding, ensuring that the identity mentioned on the valid boarding pass matches the identity document in their possession.

The Carrier cannot be held liable for refusing to transport a Passenger if such refusal is based on the conviction that the law, government regulations, and/or applicable requirements necessitated the refusal.

16.1.1. Notification of Baggage Claims

The receipt of Checked Baggage without complaint by the recipient within the prescribed time limits will constitute a presumption, unless proven otherwise by the Passenger, that the Baggage was delivered in good condition and in accordance with the Contract of Carriage. Any missing Baggage must be reported to the Carrier immediately upon the flight’s arrival. Any claim made later may not be considered.

Similarly, any missing items from the Baggage must be reported to the Carrier within seven (7) days from the date the Baggage was made available, providing all necessary documents to support the claim as requested by the Carrier. Any late declaration may not be taken into consideration.

n case of damage, delay, loss, or destruction of Baggage, the Passenger concerned must file a written complaint with the Carrier as soon as possible and no later than seven (7) days (in case of damage or destruction) and twenty-one (21) days (in case of delay) from the date the Baggage was made available, providing all necessary documents to support the claim as requested by the Carrier.

Failure to file a complaint within the prescribed time limits will render all actions against the Carrier inadmissible, unless fraud by the Carrier is involved. If the complaint is made within the prescribed time limits (seven (7) or twenty-one (21) days) and no resolution is reached between the Carrier and the Passenger, the latter may initiate an action for damages within two (2) years from the date of the aircraft’s arrival or the date the aircraft was scheduled to land.

16.1.2. Liability Action for Passengers

Any action for liability must be initiated, under penalty of forfeiture, within two years from the date of arrival at the destination, or from the date the aircraft was supposed to arrive, or from the day the transport was stopped.

All claims or actions mentioned in sections 16.1.1 and 16.1.2 above must be made in writing, within the indicated time limits, and sent to the following address:

• By mail : 6 rue Edouard Unger, 1ère Vallée du Tir, BP 212, 98845 NOUMEA;
• By email : service-clientele@air-caledonie.nc

Any action taken by either party in violation of this clause will be deemed inadmissible.

Passengers are required to present a valid passport and, where applicable, a visa during check-in.

If a Passenger is denied entry to a territory, they will be responsible for paying any fees or fines imposed on the Carrier by local authorities, as well as the cost of the transportation back to their point of origin or elsewhere, in the event the Carrier is ordered to return them following a government directive. The fare paid for transportation to the destination where entry was refused will not be refunded by the Carrier.

Passengers may be required to assist with the inspection of their baggage (delayed, checked, or unchecked) upon the request of customs or any other government authority. The Carrier will not be held responsible for any damages or losses incurred by the Passenger for failing to comply with this provision, especially if they refuse to attend the inspection of their baggage.

The Passenger must indemnify the Carrier if any act, omission, or negligence on their part causes damage to the Carrier, particularly due to non-compliance with the provisions of this section.

This last provision is added due to potential penalties that the Carrier may have to pay during a customs inspection if the baggage in question contains prohibited items and the Passenger is not present.

New Caledonia has had customs and tax autonomy since 1946, which entails special regulations :

• Upon entering or leaving New Caledonia, certain goods are subject to specific regulations, particularly :
  • Narcotics or hallucinogenic substances, which are absolutely prohibited ;
  • The import, export, or mere possession of counterfeit goods, which constitutes a customs offense exposing the Passenger to severe penalties, such as confiscation of the merchandise, a customs fine, and legal proceedings ;
  • Plants, plant products, and animal products, whose importation is subject to specific requirements. The Passenger is encouraged to seek information from the relevant service near their residence or in Nouméa;
  • Live animals, whose importation requires specific authorization. For practical purposes, it is recommended that Passengers consult an authorized veterinary service;
  • Industrially manufactured canned goods bearing a health mark are exempt from the presentation of a health and safety certificate, provided the amount does not exceed 2 kg per person, but must still be voluntarily presented for sanitary inspection upon disembarkation
• Upon entering or leaving the customs territory of the European Union, these goods are also subject to specific regulations. Their entry or exit is even prohibited in certain cases:
  • Live animals (particularly dogs and cats), animal products and plant products, endangered species of wild fauna and flora, and products derived from them, medicines and medical products (except those for the traveler’s personal needs), weapons and ammunition, cultural property, wine, alcoholic beverages, and other products subject to excise duties and tax payments;
  • The import, export, or mere possession of counterfeit goods constitutes a customs offense exposing the Passenger to severe penalties: confiscation of the merchandise, customs fines, and legal proceedings.

29.1.1 – General Provisions

In accordance with Article 17 of the Montreal Convention, the Carrier is liable for damage caused in the event of death or bodily injury sustained by a Passenger, when the accident causing the damage occurred on board the aircraft or during embarkation or disembarkation operations, as defined by the Convention, subject to any exemptions from liability.

29.1.2 – Carrier’s Liability Exemption and Limitation Cases

In the case of liability as described above, the Carrier will neither exclude nor limit its liability for damages up to 128,821 Special Drawing Rights (SDR) per Passenger. It is specified that Article 15 of these Conditions applies.

For amounts exceeding this limit, the Carrier will not be liable for the damage if it proves that:

• The death or bodily injury resulted from the Passenger’s health, physical, or mental condition prior to boarding the flight;
• The damage, as defined by the Convention, was caused wholly or in part by the negligence, wrongful act, or omission of the person seeking compensation or the person from whom they derive their rights, in accordance with Article 20 of the Montreal Convention;
• The damage was not due to the negligence or any wrongful act or omission of the Carrier, its employees, or agents, to the extent that the amount exceeds 128,821 SDR per Passenger as stated in Article 21§2(a) of the Convention ;
• The damage resulted solely from the negligence or wrongful act of a third party, to the extent that the amount exceeds 128,821 SDR per Passenger as stated in Article 21§2(b) of the Convention..

29.1.3 – Compensation Amount for Damages

The Carrier’s liability for bodily injury or death of a Passenger is not subject to any limitation. The compensation amount will cover the damage as determined by mutual agreement, by expert evaluation, or by competent courts.

The Carrier reserves all rights of recourse and subrogation against any third party.

In the event of a claim under Article 29.1.1, the person identified as the beneficiary may receive an advance to cover immediate needs, in proportion to the material damage suffered. Subject to applicable law, this advance in the event of death will be 16,000 SDR per Passenger, paid within 15 days of identifying the beneficiary and deductible from the final compensation owed for the deceased Passenger.

Under the Convention, the payment of these advances or prepayments does not constitute an admission of liability, and these amounts may be deducted from future payments by the Carrier as compensation, depending on its liability.

This advance is non-refundable unless it is proven that the negligence or wrongful act of the person seeking compensation or the person from whom they derive their rights caused or contributed to the damage, or if the person receiving the advance was not entitled to compensation.

29.2.1 – Characteristics of Recoverable Damage :

Only direct, proven damage resulting directly from a delay is recoverable, excluding any indirect damage and any form of non-compensatory damage.

The Passenger must provide proof of the existence of the damage directly caused by the delay.

29.2.2 – Extent of the Carrier’s Liability :

The Carrier will not be liable for damage resulting from a delay if it proves that it, its employees, or agents took all reasonable measures to avoid the damage, or that it was impossible to take such measures, particularly in cases of force majeure.

The Carrier is not liable for damage resulting from a delay if the Passenger is responsible for or contributed to the delay, meaning if the damage was caused wholly or in part by the negligence or wrongful act of the person seeking compensation or the person from whom they derive their rights.

29.2.3 – Extent of Compensation :

In the event of damage caused to Passengers by delay, as defined by the Montreal Convention, and except in cases of intentional acts or omissions causing damage or recklessly with the knowledge that damage could result, the Carrier’s liability is limited to 5,346 SDR per Passenger. Within this limit, compensation will be determined based on the damage proven by the Passenger.

In the case of damage resulting from a delay in the delivery of registered Baggage, and except for intentional acts or omissions causing damage or recklessly with the knowledge that damage could result, the Carrier’s liability is limited to 1,288 SDR per Passenger.

A capped compensation amount intended to cover only essential expenses may be granted to the Passenger, upon presentation of supporting documents, by request to customer service via the company’s website: www.air.caledonie.nc.

29.3.1 – Characteristics of Recoverable Damage

In accordance with the Montreal Convention, the Carrier is liable for damage resulting from the destruction, loss, or damage of registered Baggage when the accident causing the damage occurred onboard the aircraft or during any period when the Carrier was responsible for the registered Baggage.

29.3.2 – Exemption of the Carrier’s Liability

The Carrier will not be liable for damage to unregistered Baggage unless such damage results directly from the fault of the Carrier, its employees, or agents, which must be proven by the Passenger making the claim.

The Carrier will not be liable for damage to Baggage if such damage was caused wholly or in part by the negligence, wrongful act, or omission of the person seeking compensation or the person from whom they derive their rights.

The Carrier will not be liable for damage to the Passenger’s Baggage if the damage resulted from the nature or defect of the Baggage itself. If the contents of a Passenger’s Baggage cause harm to another person or to the Carrier, the Passenger will indemnify the Carrier for all losses and expenses incurred as a result.

The Carrier assumes no special liability for damage and/or loss caused to fragile, perishable, or valuable items, or inadequately packed items, unless the Passenger has made a Special Declaration of Interest and paid the corresponding additional fee.

The Carrier is not responsible for normal wear and tear, scratches, dents, marks, or other minor damage (zippers, locks, feet, and hinges) caused to Baggage during transport.

The Carrier will not be liable for the loss or damage of prohibited items in Baggage.

Passengers wishing to insure special risks (fragility, theft, etc.) or values exceeding the Carrier’s liability limitation must purchase additional insurance from their own insurer.

In the event of deterioration, delay, loss, or destruction of Baggage, the affected Passenger must file a claim with the Carrier within 7 days of arrival, including a detailed inventory letter assessing the damage and providing supporting invoices.

29.3.3 – Amount of Recoverable Damage

For registered Baggage, and except for intentional acts or omissions causing damage or recklessly with the knowledge that damage could result, the Carrier’s liability for damage will be limited to the maximum compensation cap of 1,288 SDR per Passenger. If a value has been declared, the Carrier’s liability will be limited to the declared value unless it can prove that the value exceeds the Passenger’s actual interest at delivery.

For unregistered Baggage admitted on board, the Carrier’s liability can only be engaged in the case of proven fault by the Carrier, its employees, or agents. In this case, liability will be limited to the maximum compensation cap of 1,288 SDR per Passenger. Otherwise, the Passenger alone is responsible for their cabin Baggage, which remains under their full supervision and care.

The amounts listed above are not flat-rate indemnities but liability caps. If the damage amount is less than these caps, the Passenger will only be entitled to reimbursement of the damage amount, which must be proven. However, if the proven damage exceeds the liability cap, the Passenger will only be entitled to compensation equal to the cap.

The Passenger must be able to prove the actual damage suffered. In the event of a claim, the current value of the lost or damaged Baggage at the time of loss or deterioration will be used as a reference.