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In case of contingencies: Is your flight delayed or cancelled?
Air Calédonie makes every effort to ensure the smooth running of your trip and ensure your safety as well as your satisfaction.
However, the hazards inherent in air transport must be taken into account when preparing your trip. Air Calédonie thanks its passengers for their understanding in the event of operational hazards. Each situation is unique and our teams are mobilizing for everyone’s satisfaction, while prioritizing everyone’s safety.
Before your trip, it is your responsibility to check your flight schedule.
You can find flight status information via this link.
Air Calédonie will notify you via SMS and email, using the contact details provided at the time of booking, of any changes to be made for your trip, and will do everything possible to ensure your transport to the planned destination as soon as possible.
- Either an appropriate solution will be arranged, and you will receive your updated itinerary.
- Or the airline may not have an immediate suitable solution. In this case, you will be informed of your flight’s cancellation.
As soon as an acceptable solution becomes available, you will receive your new itinerary.
If the proposed solution does not suit you, if you have not received a new itinerary, or if your request is urgent, we invite you to complete the online form to address your case: https://bit.ly/4iuEJLq
Whenever possible, we advise avoiding calling our call center agents to prevent service saturation.
Agents present at the affected station are also available to assist you.
If your return flight cannot take place on the scheduled day, the company will accompany you in your steps on each of our stopovers in order, either to offer you alternative transport, or to direct you to the accommodation providers available until the 1st possible flight.
- If the operating hazard results from an internal cause in the company, our station managers will be able to issue you care vouchers according to packages negotiated with partners for accommodation and catering. The company may limit or cancel any compensation claimed a posteriori if you incur expenses on your own without prior agreement.
- If the operating hazard results from an external cause from the company, in particular weather conditions, traffic suspension measures or the unavailability of the services and personnel of the airport structures, the company cannot be held responsible and bear the expenses of waiting for the next possible flight.
Good to know
- In the event of hazards, the company informs all of its passengers by sms/email, so it is important to ensure that you give the useful contacts when making your reservation.
- The company takes priority criteria into account to offer rerouting as soon as possible. For example, whenever possible, a passenger identified on his return flight will have priority over a passenger who was on his outward or one-way flight.
- The company is unable to directly contact each of the passengers in question by telephone. Therefore, if the proposed solution is not suitable, or if you have not been informed of a solution, we invite you to contact our teams directly.
Exception
Air Calédonie is responsible for the transportation of its passengers and their baggage from the airport of origin to the airport of destination as specified on the purchased ticket. Therefore, the airline urges its customers to make all necessary arrangements for their personal requirements, whether preceding or following their domestic flight (such as international connections, personal appointments, etc.).
