The situation in New Caledonia: Aircalin answers your questions

The Nouméa sales office (47 rue de Sébastopol) is open :

• 8:00 am to 3:30 pm Monday to Friday (except Wednesday)
• 8:00 am to 2:30 pm on Wednesdays
• Closed at 2pm every first Thursday of the month. 

Our Nouméa call center (+687) 26.55.00 is also open Monday to Friday from 8:00 am to 4:30 pm (3:30 pm on Wednesdays - closes at 2:30 pm on the first Thursday of every month), depending on the availability of our agents, who deal with an extremely high volume of requests.

In view of the situation, we are facing a very high volume of requests and our agents are extremely busy.

We thank you for your understanding and patience, and invite you to call us back on (+687) 26 55 00, open from 8.00 am to 4.30 pm Monday to Friday (3.30 pm on Wednesdays - closed at 2.30 pm every first Thursday of the month).

You can also visit us at our sales office in Nouméa (47 rue de Sébastopol):

• 8:00 am to 3:30 pm Monday to Friday (except Wednesday)
• 8:00 am to 2:30 pm on Wednesdays
• Closed at 2pm every first Thursday of the month. 

You can also let us know if you wish to postpone or cancel your trip by filling in this form.

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

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.

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.

The flight schedule is available here.

Passengers whose flights are cancelled will be notified and contacted by their initial point of sale.

We invite you to follow the news of cancelled or authorised flights on our website. The information is regularly updated.

Please be assured that all those whose flights are affected by this program update will be contacted by their original point of sale in order to find a rerouting solution.

If you have an Aircalin ticket beginning with 063, we invite you to inform us of your intention to postpone or cancel your trip by completing this form.

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

If you require further information, please contact our teams. 

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).
• 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).
• As La Tontouta airport is partially open during the day, you can get there by your own means BEFORE 9pm 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

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.

The crisis in New Caledonia, which affects us all, is forcing the company to limit its service for unaccompanied children.

We know how important vacation travel for children is, especially when they need to travel alone. That's why we are monitoring the situation on a daily basis, with a view to fully reactivating this service as soon as possible.

For the time being, there are a number of constraints that require us to limit this service, both for departures from and arrivals at La Tontouta airport: 
- Road traffic conditions between La Tontouta and Nouméa must guarantee everyone's safety, both that of the families of children traveling alone, who must accompany them for departures and collect them for arrivals, and that of Aircalin crews, who must guarantee the necessary staffing levels for this service.
- The condition for providing this service is that families and Aircalin crews have free access to La Tontouta airport.
- The partial reopening of the airport during the day means that passengers can arrive, with just one attendant, before 9pm, even for flights departing at night.
- For night departures, the curfew prevents the presence of families accompanying children traveling alone, who must stay until the aircraft takes off.

This is why, for the time being, the service for unaccompanied children is limited to daytime flights departing from or arriving at La Tontouta.
Customers with a reservation unable to provide service for an unaccompanied child can contact their original point of sale to postpone or cancel their trip.

Please refer to “MEASURES FOR FLIGHT CANCELLATIONS AS OF MAY 14” on this page.

If you need more information, please contact our team. 
 

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

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 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.

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

The Hibiscus Business Lounge has been open again during flight times since July 13.