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Terms of sale

These conditions of sale only relate to sales made on the website www.nouvelair.com for flights connecting Tunisia with France.

1.    Reductions

Babies under twenty-four (24) months pay 10% of the ticket price before taxes.

2.    Minimum length of stay

Nouvelair flights are not subject to any minimum length of stay.

3.    Reservation changes

The following changes are permitted (according to the conditions below):

  • change of name                                                                                                              
  • spelling mistakes
  • ltravel dates
  • times of the outbound flight and/or return flight
  • departure and/or destination airport
  • date of birth
  • Title

To make any changes, please contact our call center up to two (2) days before the date of your flight:

  • From France : 08 26 96 03 03
    Monday to Saturday 09h00 to 21h30 and Sunday 10h00 to 20h00 (local time)
  • From Tunisia 70 020 920
    Monday to Friday 08h00 to 17h00 and Saturday 09h00 to 14h30 (local time)

4.    Name changes

Names can be changed for a fee up to two (2) days before the departure of the flight you initially booked.

4.1. A change of name is defined in the following cases:

  • If someone other than the person stated on the reservation wants to travel. This change of name is only possible for both the outbound and the return flight. You therefore cannot specify a name change for a single trip if you have a return ticket.  If you are making or planing to make an outbound flight or a return flight, you cannot transfer the remaining part of the trip to a third party.
  • If there is a spelling ambiguity. If you are unable to prove, with the use of identification, that you and no one else will be taking the reserved flight, we will rely on the judgment of our staff.

4.2. The fee for a name change is as follows:

Up to two (2) days before the departure date:

  • Low season: thirty euros (€30) fixed administration charges per passenger and per trip
    • all departures from France between 1 April and 14 June, and between 16 September and 31 March;
    • all departures from Tunisia between 1 January and 14 August, and between 16 September and 31 December.
  • High season: forty-five euros (€45) fixed administration charges per passenger and per trip
    • all departures from France between 15 June and 15 September;
    • all departures from Tunisia between 15 August and 15 September.

At least two (2) days before the departure date: 100% of the booking price

5.    Changes of date

Changes of date are possible up to two (2) days before the departure date. They are subject to the following administration charges:

Fixed administration charges:

  • Low season: thirty euros (€30) fixed administration charges per passenger and per trip
    • all departures from France between 1 April and 14 June, and between 16 September and 31 March;
    • all departures from Tunisia between 1 January and 14 August, and between 16 September and 31 December.
  • High season: forty-five euros (€45) fixed administration charges per passenger and per trip
    • all departures from France between 15 June and 15 September;
    • all departures from Tunisia between 15 August and 15 September.

Different fares :
If the fare which applied at the time of the change is higher than the fare initially paid, you will have to pay the difference between the two fares, called “the fare difference”. However, you will not be refunded if the new fare is less than the initial fare

NB. At least two (2) days before the departure date: 100% of the booking price for the new date required.

6.    Changes to the departure and/or destination airport

Changes can be made to the departure and/or destination airport up to two (2) days before the departure date. They are subject to the following administration charges:

Fixed administration charges:

  • Low season: thirty euros (€30) fixed administration charges per passenger and per trip
    • all departures from France between 1 April and 14 June, and between 16 September and 31 March;
    • all departures from Tunisia between 1 January and 14 August, and between 16 September and 31 December.
  • High season: forty-five euros (€45) fixed administration charges per passenger and per trip
    • all departures from France between 15 June and 15 September;
    • all departures from Tunisia between 15 August and 15 September.

Different fares :

If the fare which applied at the time of the change is higher than the fare initially paid, you will have to pay the difference between the two fares, called “the fare difference”. However, you will not be refunded if the new fare is less than the initial fare

NB. At least two (2) days before the departure date: 100% of the booking price.

7.    Change to date of birth / title

If your date of birth or title has not been entered correctly, you can change them free of charge by contacting the call centre.
Please send your request to:

  • Departure flight from France: nouvelair.modification@phoneo.ma or by calling 08 26 96 03 03
    Monday to Saturday 09h00 to 21h30 and Sunday 10h00 to 20h00 (local time)
  • Flight departure from Tunisia: call.center@nouvelair.com.tn or by calling 70 020 920
    Monday to Friday 08h00 to 17h00 and Saturday 09h00 to 14h30 (local time)

8.    Cancellation and refund of charges

Requests to cancel or refund charges are accepted by email or telephone at our call center.

  • Departure flight from France: nouvelair.modification@phoneo.ma or by calling 08 26 96 03 03
    Monday to Saturday 09h00 to 21h30 and Sunday 10h00 to 20h00 (local time)
  • Flight departure from Tunisia: call.center@nouvelair.com.tn or by calling 70 020 920
    Monday to Friday 08h00 to 17h00 and Saturday 09h00 to 14h30 (local time)

8.1. Booking cancellations

Cancellation requests are accepted up to two (2) days before the departure date. The cancellation fee is as follows:

  • Low season: thirty euros (€30) fixed administration charges per passenger and per trip
    • all departures from France between 1 April and 14 June, and between 16 September and 31 March;
    • all departures from Tunisia between 1 January and 14 August, and between 16 September and 31 December.
  • High season: forty-five euros (€50) fixed administration charges per passenger and per trip
    • all departures from France between 15 June and 15 September;
    • all departures from Tunisia between 15 August and 15 September.

If you have a return ticket and the outbound flight ticket has been used, the price of the return flight will not be refunded.

8.2. Refund of taxes

Passengers may not withdraw from the purchase of their plane ticket. Consequently, no refund can be granted, with the exception of airport taxes.

The taxes and charges from your booking will be refunded, provided you apply for a refund of those taxes and charges within three (3) months from the date of the booked plane ticket and include the reservation number, the name of the passengers and the date of the journey.
If you do not include that information, we will not be able to process your request. For a refund of taxes, administration charges of 20 euros (€20) per passenger will be applied. The time needed to refund taxes varies between 15 days and a month from the date your request was received.

If the passenger does not turn up at the departure airport (“no-show”), taxes will be refunded in the same conditions.

9.    Checked baggage

The allowance for hold baggage is 25 kg.

If you exceed 25 kg, you will have to pay charges for excess baggage. The amount will be calculated according to our table of charges for Services +.

The carriage of special baggage, such as bikes, surfboards, wheelchairs and pets, etc, is subject to special conditions. See our charges for Services +.
Please send your request to  call.center@nouvelair.com.tn  / reservation@nouvelair.com.tn.

10.    Flight cancellations

Our airline reserves the right to cancel the flight up to two (2) weeks before the departure date. Passengers will be offered an alternative flight or the refund of the ticket price. If the cancellation occurs less than two (2) weeks before the departure date, alternative transport (on an available Nouvelair flight) will be provided.

11.    Delays

In the event of a delay due to circumstances beyond the control of the airline, passengers will not be entitled to alternative transport. However, if the delay is at least five (5) hours’ long, passengers may cancel their reservation and claim a refund on the ticket(s) used for that reservation

12.    Changes to times or flight scheduling

Our airline reserves the right to change the time and/or modify the flight scheduling.
We reserve the right to change the flight for operational reasons, including, for example, a stopover at another airport between the departure airport and the arrival airport of your flight.

13.    Flight conducted by other carriers

We reserve the right to contract the flight to another airline company. Where we do this, we will always choose an airline which has the same standards as our own, and we will always inform our passengers in advance. The selected air carrier will then be responsible for the flight and the terms and conditions of transport of that carrier will apply to the flight.

14.    Services +

By subscribing to one or more services in the range of Services +, passengers fully agree to the terms and conditions below and unconditionally accept all their provisions.

14.1. Conditions of access to services

Services + may be booked by Nouvelair passengers, in particular passengers who bought their tickets online, at a travel agency or with a travel company.

Services + can be booked online up to 48 hours before the flight departure.

14.2. Terms and conditions by service

a- Seat reservation

Passengers can access the cabin plan and view the available seating to facilitate their reservation.
A seat reservation is not a flight reservation and is dependent on booking a ticket first. There are two categories of seat:

  • Standard Seats: seats offering standard comfort and not in the categories described below.
  • Seats +: includes “Front-Row Seats” and “Exit or Emergency Exit Seats”

“Front-Row Seats” means a seat with extra legroom located near the exits.
“Exit or Emergency Exit Seats” means a seat near the aircraft emergency exits providing extra legroom. It is subject to the reservation restrictive conditions.

If the passenger selects a seat near the emergency exits, he must be able to help in an emergency.  He must therefore be able-bodied with ease of movement and able to understand the safety regulations.
For security reasons, passengers listed below may not occupy a seat near the emergency exits and will be allocated another seat with no possibility of a refund:

  • passengers with temporary or permanent limited mobility (in particular, with hearing or sight disabilities and physically or mentally disabled passengers);
  • children and babies whether or not they are accompanied by an adult;
  • obese passengers who may block access to the emergency exits;
  • pregnant women;
  • passengers travelling with an animal in the cabin;

b- Excess Baggage

Passengers may purchase excess baggage if it exceeds the baggage allowance  specified on their reservation.  Passengers who book this service will not have to pay for excess baggage at the airport, provided that the weight of their baggage does not exceed the initial baggage allowance plus the excess they booked.
Please note that the permitted weight limit for excess baggage is 32 kg per item.

c- Sports equipment

Passengers may book in an item of sports equipment. By booking this service, customers will not have to pay an excess at the airport. (Weight up to 15kg)
Over 15kg, the extra weight will be charged on the same basis of the excess baggage.

If the sports equipment is carried in a bag, passengers may not place clothes and/or other objects in it. If they do, all the baggage could be refused by the airport security services.
If the equipment is packed in the hold baggage, it will be considered as standard baggage and charged at the rate applicable to excess baggage.

d- Transporting animals

Customers may arrange to transport a pet animal according to the availabilities on the flight. Animals may be carried either in the cabin (up to 7kg) or in the hold (more than 7kg).

Pet animals must have an animal passport. The passport must include a vaccination certificate and other details about the animal’s health. For more information, customers are advised to consult a vet. If the pet animal does not have an animal passport, Nouvelair will have to refuse to allow the animal on board the flight. Nouvelair may not be held responsible for loss or expenses that such a situation could involve for the passenger. The passenger have to sign a liability release.

The charges for that service apply to the weight of the animal with its cage.

NB. Dog breed not allowed in Tunisia: Pit Bull, Bower Bull, Rottweiler et Toza Inu.

e- Assistance for an unaccompanied minor

Whether your child is traveling alone or with you, nouvelair recommend that you check the entry and travel requirements for minors by contacting the proper embassies
Starting January 15, 2017 any passenger under 18 years old, whether he or she is a French citizen or a foreigner living in France, must obtain authorization to leave the country for any journey outside France without a parent or legal guardian.
Depending on the destination country, the passenger must be in possession of:
- An ID card or an individual passport (with a visa, if applicable)
- The permit to travel form  signed by a parent or legal guardian
- A photocopy of a valid identity document of the parent or legal guardian who provided his or her signature for the permit to travel form

Customers may reserve assistance for children aged 5 to 12 who are travelling unaccompanied by an adult.
Unaccompanied children under the age of four will not be allowed on board.
Children aged 5 to 12 may travel on their own. Nouvelair special assistance staff should be notified of their presence and they will make sure that children are taken care of when they arrive at the airport.
The purser who greets the unaccompanied child on board will take care of them during the flight. On arrival at the destination, the purser will pass the unaccompanied child over to the local Nouvelair authorized official.
A parent, friend or guardian (aged 18 or over) must be waiting at the destination airport. If one of those persons is not there, the child will be put back on the return flight. The person meeting the child must report to the local Nouvelair authorized official at the arrival airport.  
Only passengers aged 18 and over can accompany children under 12 years of age.

f-  Assistance for passengers with reduced mobility

Before you fly

The carriage of passengers travelling in a wheelchair or needing to be accompanied is subject to restrictions and must be specified at the time the booking is made and no less than 48 hours before the original departure time. To be sure you receive the best care, it is important to tell us whether you can walk, climb stairs or if you are unable to walk. In order to prepare your wheelchair for the flight, you are asked to check in once check-in desks are open.  
There are no wheelchairs on board our aircraft for you to move about during the flight.
If you wish to travel with a lead battery-powered wheelchair or with an electric scooter, please contact us to make sure you can and familiarize yourself with the terms and conditions.
Please send your request to call.center@nouvelair.com.tn.

In-flight service

Our cabin crew are not qualified to help passengers to eat, to attend to matters of personal hygiene, to lift or carry passengers or to administer medicine or injections.
If you need that kind of assistance, you will need to bring your own carer. There are no specific reductions for carers.

g- Car hire

The car-hire service is subject to the sales conditions of our partner Rental Cars. To view the sales conditions, click here.

h- VIP Access

This service is available only at Enfidha, Monastir and Tunis Carthage Airports.
When you reserve access to the lounge, you will enjoy VIP treatment, including:  

  • Reception and escort to the boarding gate
  • In the lounge, a hostess will help you with administrative and passport procedures
  • Display screens for tracking flight status
  • Air conditioning
  • Meal, breakfast or snack according to the time of day
  • Play area for children
  • Free internet access, magazines, television
  • Hostess-assisted duty-free shopping

14.3. Price / Method of payment / Delivery of reservation documents

There is a charge for this service. The price for the service depends on the category of the seat reserved and its location in the cabin. It must be verified when you book the service. The table below shows the price of each service.

Service

Online rate

 

Airport rate

 

Seat +

15€

15€

Standard seat

10€

10€

Pets in cabin

25€

30€

Pets in hold

35€

50€

UM

40€

45€

Excess baggage

7€ / kg

See baggage allowance table

Sports equipment

35€

45€

Golf equipment

5€

5€

Handisport

Free of charge

Free of charge

WCHR - WCHS - WCHC

Free of charge

F ree of charge

VIP Access(Primeclass Enfidha / Monastir)

35€

40€

VIP Access(AVS Tunis Carthage)

20€

25€

 

The price must be paid in full by debit or credit card on the date you book the service (debit, MasterCard/Eurocard, visa). Transactions are secured by data encryption.

Customers receive a confirmation email once they have paid. They therefore need to have a valid email address to receive the confirmation of purchase and payment.  Customers must be bring this document with them and present it when they check in. The document is not a travel permit.

14.4. Cancellation or change of service by the customer

The purchase of a service is final and binding, and the price paid is non-refundable.
Customers cannot therefore change or cancel their requests. Similarly, if you decide to cancel or change the flight on which (a) seat(s) has/have been reserved, the price of the service will not be refunded.
The service is in your name and may not be transferred. Customers cannot therefore transfer it to a third party or exchange the seat selected as part of the service with another person’s seat.

14.5. Allocation of seats

The allocation of booked seats is subject to operational requirements, such as security and safety procedures, or the placing of flight crew. To meet these requirements, Nouvelair may need to allocate a different seat from the one reserved. In that case, the price paid to book the seat not allocated will be refunded, without Nouvelair being held liable.

Seats available for reservation are determined according to the type of aircraft used for the passenger’s flight. Nouvelair may, at any time and without warning, decide to use a different type of aircraft for the flight (which may or may not belong to its fleet) from the one initially scheduled.
 

In that case, the airline company will make sure a seat equivalent to the one initially reserved is allocated. If the seat allocated does not match the features of the seat initially reserved, the price of the seat will be refunded without Nouvelair being held liable.

14.6.  Claims and refunds

All claims or refund requests must be sent within 30 days of the date of the relevant flight using the claim form on our website.

Refunds will be made either by re-crediting the card used for the initial payment on the pre-booking service, or by bank transfer into the client’s account.  The refund will be made within 15 days.

Please note that no refund will be made in the event of circumstances outside the control of the airline.

These sales conditions relate only to sales made on the website www.nouvelair.com for flights connecting Tunisia to Algeria.

1.    Reductions

  • Babies under twenty-four (24) months pay 10% of the ticket price before taxes.
  • Children over two (2) years and under twelve (12) pay 75% of the ticket price before taxes.

2.    Minimum length of stay

Nouvelair flights are not subject to any minimum length of stay.

3.    Booking class

We offer four (4) booking classes. Each class answers to specific conditions of sale:

Booking class

Change

Refund

Maximum length of stay

Before you fly

Before you fly

Before you fly

Before you fly

Before you fly

Fully Flexible

No fixed administration charges

No fixed administration charges

12 Months

Flexible

With fixed administration charges

With fixed administration charges

With fixed administration charges

With fixed administration charges

15 Days - 1 Month

 

4.    Reservation changes

The following changes are permitted (according to the conditions below):

  • Spelling mistakes                                                                                                               
  • Travel dates
  • Times of the outbound flight and/or return flight
  • Departure and/or destination airport


To make any changes, please contact our call center up to two (2) days before the date of your flight:

  • Telephone number : (+216) 70 020 920
  • Mail : call.center@nouvelair.com.tn
    Monday to Friday 08h00 to 17h00 and Saturday 09h00 to 14h30 (Tunisian time)

 

5.    Spelling mistakes

En cas de faute d'orthographe équivoque, et s'il ne peut être attesté au moyen d'une pièce d'identité que vous effectuerez vous-même le vol réservé et non une tierce personne. Ceci est laissé à l'appréciation de notre personnel.

If the spelling mistake is obvious – decision at the discretion of our staff – you can correct it up to two (2) days before you fly by contacting the call center

 

6.    Changes of date

Changes of date are accepted, depending on the type of booking (see the table of booking types).

For some classes, these changes are subject to the following administration charges:

Fixed administration charges:

  • Before you fly: thirty euros (30 €) fixed administration charges per passenger and per trip
  • After the flight: fifty euros or eighty Tunisian dinars (50 €) fixed administration charges per passenger and per trip

Different fares :
If the fare which applied at the time of the change is higher than the fare initially paid, you will have to pay the difference between the two fares, called “the fare difference”. However, you will not be refunded if the new fare is less than the initial fare.

7.    Changes to the departure and/or destination airport

Changes to the departure and/or destination airport are accepted, depending on the booking class (see the booking class table).

For some classes, these changes are subject to the following administration charges:

Fixed administration charges:

  • Before you fly: thirty euros (30 €) fixed administra
  • After the flight: fifty euros or eighty Tunisian dinars (50 €) fixed administration charges per passenger and per trip

Different fares :

If the fare which applied at the time of the change is higher than the fare initially paid, you will have to pay the difference between the two fares, called “the fare difference”. However, you will not be refunded if the new fare is less than the initial fare.

8.    Booking cancellations

Requests to cancel a booking are subject to the type of booking (see the table of booking types). You can contact our call center:

By email to call.center@nouvelair.com.tn or by calling 70 020 920
Monday to Friday 08h00 to 17h00 and Saturday 09h00 to 14h30 (Tunisian time)

For some classes, cancellation requests are subject to the following administration charges:

Cancellation requests are accepted up to two (2) days before the departure date. The cancellation fee is as follows:

  • Before you fly: thirty euros (30 €) fixed administration charges per passenger and per trip
  • After the flight: fifty euros or eighty Tunisian dinars (50 €) fixed administration charges per passenger and per trip

9.    Checked baggage

The allowance for hold baggage for Algeria is about 30Kg and 10Kg in the cabine. Please refer to the table for baggage allowances.

If you exceed the baggage allowance, you will have to pay the excess baggage charges. The amount will be calculated according to our table of charges for Services + .

 

10.    Flight cancellations

Our airline reserves the right to cancel the flight up to two (2) weeks before the departure date. Passengers will be offered an alternative flight or the refund of the ticket price. If the cancellation occurs less than two (2) weeks before the departure date, alternative transport (on an available Nouvelair flight) will be provided.

11. Delays

In the event of a delay due to circumstances beyond the control of the airline, passengers will not be entitled to alternative transport.

12. Changes to times or flight scheduling

Our airline reserves the right to change the time and/or modify the flight scheduling.
We reserve the right to change the flight for operational reasons, including, for example, a stopover at another airport between the departure airport and the arrival airport of your flight.

13. Flight conducted by other carriers

We reserve the right to contract the flight to another airline company. Where we do this, we will always choose an airline which has the same standards as our own, and we will always inform our passengers in advance. The selected air carrier will then be responsible for the flight and the terms and conditions of transport of that carrier will apply to the flight.

14. Services +

By subscribing to one or more services in the range of Services +, passengers fully agree to the terms and conditions below and unconditionally accept all their provisions.

14.1. Conditions of access to services

Services + may be booked by Nouvelair passengers, in particular passengers who bought their tickets online, at a travel agency or with a travel company.

Services + can be booked online up to 48 hours before the flight departure.

14.2. Terms and conditions by service

a- Seat reservation

Passengers can access the cabin plan and view the available seating to facilitate their reservation.
A seat reservation is not a flight reservation and is dependent on booking a ticket first. There are two categories of seat:

  • Standard Seats: seats offering standard comfort and not in the categories described below.
  • Seats +: includes “Front-Row Seats” and “Exit or Emergency Exit Seats”
    “Front-Row Seats” means a seat with extra legroom located near the exits.
    “Exit or Emergency Exit Seats” means a seat near the aircraft emergency exits providing extra legroom. It is subject to the reservation restrictive conditions.

If the passenger selects a seat near the emergency exits, he must be able to help in an emergency.  He must therefore be able-bodied with ease of movement and able to understand the safety regulations.
For security reasons, passengers listed below may not occupy a seat near the emergency exits and will be allocated another seat with no possibility of a refund:

  • passengers with temporary or permanent limited mobility (in particular, with hearing or sight disabilities and physically or mentally disabled passengers);
  • children and babies whether or not they are accompanied by an adult;
  • obese passengers who may block access to the emergency exits;
  • pregnant women;
  • passengers travelling with an animal in the cabin;

b- Excess Baggage

Passengers may purchase excess baggage if it exceeds the baggage allowance  specified on their reservation.  Passengers who book this service will not have to pay for excess baggage at the airport, provided that the weight of their baggage does not exceed the initial baggage allowance plus the excess they booked.
Please note that the permitted weight limit for excess baggage is 32 kg per item.

c- Sports equipment

Passengers may book in an item of sports equipment. By booking this service, customers will not have to pay an excess at the airport. (Weight up to 15kg)
Over 15kg, the extra weight will be charged on the same basis of the excess baggage.

If the sports equipment is carried in a bag, passengers may not place clothes and/or other objects in it. If they do, all the baggage could be refused by the airport security services.
If the equipment is packed in the hold baggage, it will be considered as standard baggage and charged at the rate applicable to excess baggage.

d- Transporting animals

Customers may arrange to transport a pet animal according to the availabilities on the flight. Animals may be carried either in the cabin (up to 7kg) or in the hold (more than 7kg).

Pet animals must have an animal passport. The passport must include a vaccination certificate and other details about the animal’s health. For more information, customers are advised to consult a vet. If the pet animal does not have an animal passport, Nouvelair will have to refuse to allow the animal on board the flight. Nouvelair may not be held responsible for loss or expenses that such a situation could involve for the passenger. The passenger have to sign a liability release.

The charges for that service apply to the weight of the animal with its cage.

NB. Dog breed not allowed in Tunisia: Pit Bull, Bower Bull, Rottweiler et Toza Inu.

e- Assistance for an unaccompanied minor

Customers may reserve assistance for children aged 5 to 12 who are travelling unaccompanied by an adult.
Unaccompanied children under the age of four will not be allowed on board.
Children aged 5 to 12 may travel on their own. Nouvelair special assistance staff should be notified of their presence and they will make sure that children are taken care of when they arrive at the airport.
The purser who greets the unaccompanied child on board will take care of them during the flight. On arrival at the destination, the purser will pass the unaccompanied child over to the local Nouvelair authorized official. 
A parent, friend or guardian (aged 18 or over) must be waiting at the destination airport. If one of those persons is not there, the child will be put back on the return flight. The person meeting the child must report to the local Nouvelair authorized official at the arrival airport.  
Only passengers aged 18 and over can accompany children under 12 years of age.

f- Assistance for passengers with reduced mobility

Before you fly

The carriage of passengers travelling in a wheelchair or needing to be accompanied is subject to restrictions and must be specified at the time the booking is made and no less than 48 hours before the original departure time. To be sure you receive the best care, it is important to tell us whether you can walk, climb stairs or if you are unable to walk. In order to prepare your wheelchair for the flight, you are asked to check in once check-in desks are open.  
There are no wheelchairs on board our aircraft for you to move about during the flight.
If you wish to travel with a lead battery-powered wheelchair or with an electric scooter, please contact us to make sure you can and familiarize yourself with the terms and conditions.
Please send your request to call.center@nouvelair.com.tn.

In-flight service

Our cabin crew are not qualified to help passengers to eat, to attend to matters of personal hygiene, to lift or carry passengers or to administer medicine or injections.
If you need that kind of assistance, you will need to bring your own carer. There are no specific reductions for carers.

g- Car hire

The car-hire service is subject to the sales conditions of our partner Rental Cars. To view the sales conditions, click here.

h. VIP Access

This service is available only at Enfidha, Monastir and Tunis Carthage Airports.
When you reserve access to the lounge, you will enjoy VIP treatment, including:  

  • Reception and escort to the boarding gate
  • In the lounge, a hostess will help you with administrative and passport procedures
  • Display screens for tracking flight status
  • Air conditioning
  • Meal, breakfast or snack according to the time of day
  • Play area for children
  • Free internet access, magazines, television
  • Hostess-assisted duty-free shopping

14.3. Price / Method of payment / Delivery of reservation documents

Le Service est payant. Le prix du Service est fixé en fonction de la catégorie du Siège réservé et  de sa situation dans la cabine. Il doit être vérifié au moment de la souscription au service. . Le tableau ci-dessous décrit le prix de chaque prestation.
There is a charge for this service. The price for the service depends on the category of the seat reserved and its location in the cabin. It must be verified when you book the service. The table below shows the price of each service.

Service

Online rate

 

Airport rate

 

Seat +

15€

15€

Standard seat

10€

10€

Pets in cabin

25€

30€

Pets in hold

35€

50€

UM

40€

45€

Excess baggage

7€ / kg

See baggage allowance table

Sports equipment

35€

45€

Golf equipment

5€

5€

Handisport

Free of charge

Free of charge

WCHR - WCHS - WCHC

Free of charge

Free of charge

VIP Access(Primeclass Enfidha / Monastir)

35€

40€

VIP Access(AVS Tunis Carthage)

20€

25€

 

The price must be paid in full by debit or credit card on the date you book the service (debit, MasterCard/Eurocard, visa). Transactions are secured by data encryption.

Customers receive a confirmation email once they have paid. They therefore need to have a valid email address to receive the confirmation of purchase and payment.  Customers must be bring this document with them and present it when they check in. The document is not a travel permit.

14.4. Cancellation or change of service by the customer

The purchase of a service is final and binding, and the price paid is non-refundable.
Customers cannot therefore change or cancel their requests. Similarly, if you decide to cancel or change the flight on which (a) seat(s) has/have been reserved, the price of the service will not be refunded.
The service is in your name and may not be transferred. Customers cannot therefore transfer it to a third party or exchange the seat selected as part of the service with another person’s seat.

14.5. Allocation of seats

The allocation of booked seats is subject to operational requirements, such as security and safety procedures, or the placing of flight crew. To meet these requirements, Nouvelair may need to allocate a different seat from the one reserved. In that case, the price paid to book the seat not allocated will be refunded, without Nouvelair being held liable.

Seats available for reservation are determined according to the type of aircraft used for the passenger’s flight. Nouvelair may, at any time and without warning, decide to use a different type of aircraft for the flight (which may or may not belong to its fleet) from the one initially scheduled.

In that case, the airline company will make sure a seat equivalent to the one initially reserved is allocated. If the seat allocated does not match the features of the seat initially reserved, the price of the seat will be refunded without Nouvelair being held liable.

14.6.  Claims and refunds

All claims or refund requests must be sent within 30 days of the date of the relevant flight using the claim form on our website.

Refunds will be made either by re-crediting the card used for the initial payment on the pre-booking service, or by bank transfer into the client’s account.  The refund will be made within 15 days.

Please note that no refund will be made in the event of circumstances outside the control of the airline.

These sales conditions relate only to sales made on the website www.nouvelair.com for flights connecting Tunisia to Russia, Germany, Denmark, Sweden and Norway.

1.    Reductions

  • Babies under twenty-four (24) months pay 10% of the ticket price before taxes.
  • Children over two (2) years and under twelve (12) pay 75% of the ticket price before taxes.

2.    Minimum length of stay

Nouvelair flights are not subject to any minimum length of stay.

3.    Booking class

We offer four (4) booking classes. Each class answers to specific conditions of sale:

Booking class

Change

Refund

Change / refund time limit

Maximum length of stay

Before you fly

Before you fly

Before you fly

Before you fly

Before you fly

Before you fly

Fully Flexible

No fixed administration charges

No fixed administration charges

Not specified

Not specified

12 Months

Flexible

No fixed administration charges

No fixed administration charges

With fixed administration charges

With fixed administration charges

Not specified

Not specified

Semi Flexible

With fixed administration charges

With fixed administration charges

Non-refundable

Not specified

48 hours

6 Months

Promo

Non-refundable

Non-refundable

-

-

21 Days

         

 

4.    Reservation changes

The following changes are permitted (according to the conditions below):

  • Spelling mistakes                                                                                                               
  • Travel dates
  • Times of the outbound flight and/or return flight
  • Departure and/or destination airport


To make any changes, please contact our call center up to two (2) days before the date of your flight:

  • Telephone number : (+216) 70 020 920
  • Mail : call.center@nouvelair.com.tn
    Monday to Friday 08h00 to 17h00 and Saturday 09h00 to 14h30 (Tunisian time)

 

5.    Spelling mistakes

En cas de faute d'orthographe équivoque, et s'il ne peut être attesté au moyen d'une pièce d'identité que vous effectuerez vous-même le vol réservé et non une tierce personne. Ceci est laissé à l'appréciation de notre personnel.

If the spelling mistake is obvious – decision at the discretion of our staff – you can correct it up to two (2) days before you fly by contacting the call center

 

6.    Changes of date

Changes of date are accepted, depending on the type of booking (see the table of booking types).

For some classes, these changes are subject to the following administration charges:

Fixed administration charges:

  • Before you fly: thirty euros (30 €) fixed administration charges per passenger and per trip
  • After the flight: fifty euros or eighty Tunisian dinars (50 €) fixed administration charges per passenger and per trip

Different fares :
If the fare which applied at the time of the change is higher than the fare initially paid, you will have to pay the difference between the two fares, called “the fare difference”. However, you will not be refunded if the new fare is less than the initial fare.

 

7.    Changes to the departure and/or destination airport

Changes to the departure and/or destination airport are accepted, depending on the booking class (see the booking class table).

For some classes, these changes are subject to the following administration charges:

Fixed administration charges:

  • Before you fly: thirty euros (30 €) fixed administra
  • After the flight: fifty euros or eighty Tunisian dinars (50 €) fixed administration charges per passenger and per trip

Different fares :

If the fare which applied at the time of the change is higher than the fare initially paid, you will have to pay the difference between the two fares, called “the fare difference”. However, you will not be refunded if the new fare is less than the initial fare.

 

8.    Booking cancellations

Requests to cancel a booking are subject to the type of booking (see the table of booking types). You can contact our call center:

By email to call.center@nouvelair.com.tn or by calling 70 020 920
Monday to Friday 08h00 to 17h00 and Saturday 09h00 to 14h30 (Tunisian time)

For some classes, cancellation requests are subject to the following administration charges:

Cancellation requests are accepted up to two (2) days before the departure date. The cancellation fee is as follows:

  • Before you fly: thirty euros (30 €) fixed administration charges per passenger and per trip
  • After the flight: fifty euros or eighty Tunisian dinars (50 €) fixed administration charges per passenger and per trip

 

9.    Checked baggage

The allowance for hold baggage varies according to your destination. Please refer to the table for baggage allowances.

If you exceed the baggage allowance, you will have to pay the excess baggage charges. The amount will be calculated according to our table of charges for Services + .

 

10.    Flight cancellations

Our airline reserves the right to cancel the flight up to two (2) weeks before the departure date. Passengers will be offered an alternative flight or the refund of the ticket price. If the cancellation occurs less than two (2) weeks before the departure date, alternative transport (on an available Nouvelair flight) will be provided.

 

11. Delays

In the event of a delay due to circumstances beyond the control of the airline, passengers will not be entitled to alternative transport.

 

12. Changes to times or flight scheduling

Our airline reserves the right to change the time and/or modify the flight scheduling.
We reserve the right to change the flight for operational reasons, including, for example, a stopover at another airport between the departure airport and the arrival airport of your flight.

 

13. Flight conducted by other carriers

We reserve the right to contract the flight to another airline company. Where we do this, we will always choose an airline which has the same standards as our own, and we will always inform our passengers in advance. The selected air carrier will then be responsible for the flight and the terms and conditions of transport of that carrier will apply to the flight.

14. Services +

By subscribing to one or more services in the range of Services +, passengers fully agree to the terms and conditions below and unconditionally accept all their provisions.

14.1. Conditions of access to services

Services + may be booked by Nouvelair passengers, in particular passengers who bought their tickets online, at a travel agency or with a travel company.

Services + can be booked online up to 48 hours before the flight departure.

14.2. Terms and conditions by service

a- Seat reservation

Passengers can access the cabin plan and view the available seating to facilitate their reservation.
A seat reservation is not a flight reservation and is dependent on booking a ticket first. There are two categories of seat:

  • Standard Seats: seats offering standard comfort and not in the categories described below.
  • Seats +: includes “Front-Row Seats” and “Exit or Emergency Exit Seats”
    “Front-Row Seats” means a seat with extra legroom located near the exits.
    “Exit or Emergency Exit Seats” means a seat near the aircraft emergency exits providing extra legroom. It is subject to the reservation restrictive conditions.

If the passenger selects a seat near the emergency exits, he must be able to help in an emergency.  He must therefore be able-bodied with ease of movement and able to understand the safety regulations.
For security reasons, passengers listed below may not occupy a seat near the emergency exits and will be allocated another seat with no possibility of a refund:

  • passengers with temporary or permanent limited mobility (in particular, with hearing or sight disabilities and physically or mentally disabled passengers);
  • children and babies whether or not they are accompanied by an adult;
  • obese passengers who may block access to the emergency exits;
  • pregnant women;
  • passengers travelling with an animal in the cabin;

b- Excess Baggage

Passengers may purchase excess baggage if it exceeds the baggage allowance  specified on their reservation.  Passengers who book this service will not have to pay for excess baggage at the airport, provided that the weight of their baggage does not exceed the initial baggage allowance plus the excess they booked.
Please note that the permitted weight limit for excess baggage is 32 kg per item.

c- Sports equipment

Passengers may book in an item of sports equipment. By booking this service, customers will not have to pay an excess at the airport. (Weight up to 15kg)
Over 15kg, the extra weight will be charged on the same basis of the excess baggage.

If the sports equipment is carried in a bag, passengers may not place clothes and/or other objects in it. If they do, all the baggage could be refused by the airport security services.
If the equipment is packed in the hold baggage, it will be considered as standard baggage and charged at the rate applicable to excess baggage.

d- Transporting animals

Customers may arrange to transport a pet animal according to the availabilities on the flight. Animals may be carried either in the cabin (up to 7kg) or in the hold (more than 7kg).

Pet animals must have an animal passport. The passport must include a vaccination certificate and other details about the animal’s health. For more information, customers are advised to consult a vet. If the pet animal does not have an animal passport, Nouvelair will have to refuse to allow the animal on board the flight. Nouvelair may not be held responsible for loss or expenses that such a situation could involve for the passenger. The passenger have to sign a liability release.

The charges for that service apply to the weight of the animal with its cage.

NB. Dog breed not allowed in Tunisia: Pit Bull, Bower Bull, Rottweiler et Toza Inu.

e- Assistance for an unaccompanied minor

Customers may reserve assistance for children aged 5 to 12 who are travelling unaccompanied by an adult.
Unaccompanied children under the age of four will not be allowed on board.
Children aged 5 to 12 may travel on their own. Nouvelair special assistance staff should be notified of their presence and they will make sure that children are taken care of when they arrive at the airport.
The purser who greets the unaccompanied child on board will take care of them during the flight. On arrival at the destination, the purser will pass the unaccompanied child over to the local Nouvelair authorized official. 
A parent, friend or guardian (aged 18 or over) must be waiting at the destination airport. If one of those persons is not there, the child will be put back on the return flight. The person meeting the child must report to the local Nouvelair authorized official at the arrival airport.  
Only passengers aged 18 and over can accompany children under 12 years of age.

f- Assistance for passengers with reduced mobility

Before you fly

The carriage of passengers travelling in a wheelchair or needing to be accompanied is subject to restrictions and must be specified at the time the booking is made and no less than 48 hours before the original departure time. To be sure you receive the best care, it is important to tell us whether you can walk, climb stairs or if you are unable to walk. In order to prepare your wheelchair for the flight, you are asked to check in once check-in desks are open.  
There are no wheelchairs on board our aircraft for you to move about during the flight.
If you wish to travel with a lead battery-powered wheelchair or with an electric scooter, please contact us to make sure you can and familiarize yourself with the terms and conditions.
Please send your request to call.center@nouvelair.com.tn.

In-flight service

Our cabin crew are not qualified to help passengers to eat, to attend to matters of personal hygiene, to lift or carry passengers or to administer medicine or injections.
If you need that kind of assistance, you will need to bring your own carer. There are no specific reductions for carers.

g- Car hire

The car-hire service is subject to the sales conditions of our partner Rental Cars. To view the sales conditions, click here.

h. VIP Access

This service is available only at Enfidha, Monastir and Tunis Carthage Airports.
When you reserve access to the lounge, you will enjoy VIP treatment, including:  

  • Reception and escort to the boarding gate
  • In the lounge, a hostess will help you with administrative and passport procedures
  • Display screens for tracking flight status
  • Air conditioning
  • Meal, breakfast or snack according to the time of day
  • Play area for children
  • Free internet access, magazines, television
  • Hostess-assisted duty-free shopping

14.3. Price / Method of payment / Delivery of reservation documents

Le Service est payant. Le prix du Service est fixé en fonction de la catégorie du Siège réservé et  de sa situation dans la cabine. Il doit être vérifié au moment de la souscription au service. . Le tableau ci-dessous décrit le prix de chaque prestation.
There is a charge for this service. The price for the service depends on the category of the seat reserved and its location in the cabin. It must be verified when you book the service. The table below shows the price of each service.

Service

Online rate

 

Airport rate

 

Seat +

15€

15€

Standard seat

10€

10€

Pets in cabin

25€

30€

Pets in hold

35€

50€

UM

40€

45€

Excess baggage

7€ / kg

See baggage allowance table

Sports equipment

35€

45€

Golf equipment

5€

5€

Handisport

Free of charge

Free of charge

WCHR - WCHS - WCHC

Free of charge

Free of charge

VIP Access(Primeclass Enfidha / Monastir)

35€

40€

VIP Access(AVS Tunis Carthage)

20€

25€

 

The price must be paid in full by debit or credit card on the date you book the service (debit, MasterCard/Eurocard, visa). Transactions are secured by data encryption.

Customers receive a confirmation email once they have paid. They therefore need to have a valid email address to receive the confirmation of purchase and payment.  Customers must be bring this document with them and present it when they check in. The document is not a travel permit.

14.4. Cancellation or change of service by the customer

The purchase of a service is final and binding, and the price paid is non-refundable.
Customers cannot therefore change or cancel their requests. Similarly, if you decide to cancel or change the flight on which (a) seat(s) has/have been reserved, the price of the service will not be refunded.
The service is in your name and may not be transferred. Customers cannot therefore transfer it to a third party or exchange the seat selected as part of the service with another person’s seat.

14.5. Allocation of seats

The allocation of booked seats is subject to operational requirements, such as security and safety procedures, or the placing of flight crew. To meet these requirements, Nouvelair may need to allocate a different seat from the one reserved. In that case, the price paid to book the seat not allocated will be refunded, without Nouvelair being held liable.

Seats available for reservation are determined according to the type of aircraft used for the passenger’s flight. Nouvelair may, at any time and without warning, decide to use a different type of aircraft for the flight (which may or may not belong to its fleet) from the one initially scheduled.

In that case, the airline company will make sure a seat equivalent to the one initially reserved is allocated. If the seat allocated does not match the features of the seat initially reserved, the price of the seat will be refunded without Nouvelair being held liable.

14.6.  Claims and refunds

All claims or refund requests must be sent within 30 days of the date of the relevant flight using the claim form on our website.

Refunds will be made either by re-crediting the card used for the initial payment on the pre-booking service, or by bank transfer into the client’s account.  The refund will be made within 15 days.

Please note that no refund will be made in the event of circumstances outside the control of the airline.

Market Baggage type No charge Online excess baggage rate Airport excess baggage rate
Currency Euro Tunisian Dinar Euro Tunisian Dinar
Eastern Europe Hand Baggage 07 KG        
Hold Baggage 20 KG  €7 per kg 14 TND per kg €8 per kg 16 TND per kg
Infant (under 2 years) 10 KG        
Scandinavia Hand Baggage 05 KG        
Hold Baggage 20 KG €7 per kg 14 TND per kg €10 per kg 20 TND per kg
Infant (under 2 years) 10 KG        
Russia Hand Baggage 05 KG        
Hold Baggage 20 KG  €7 per kg 14 TND per kg €10 per kg 20 TND per kg
Infant (under 2 years) 10 KG        
Italy Hand Baggage 05 KG        
Hold Baggage 20 KG €7 per kg 14 TND per kg €8 per kg 16 TND per kg
Infant (under 2 years) 10 KG        
Germany Hand Baggage 05 KG        
Hold Baggage 20 KG €7 per kg 14 TND per kg €8 per kg 16 TND per kg
Infant (under 2 years) 10 KG        
Austria Hand Baggage 05 KG        
Hold Baggage 20 KG €7 per kg 14 TND per kg €8 per kg 16 TND per kg
Infant (under 2 years) 10 KG        
Switzerland Hand Baggage 05 KG        
Hold Baggage 20 KG €7 per kg 14 TND per kg €8 per kg 16 TND per kg
Infant (under 2 years) 10 KG        
France (charter flights) Hand Baggage 05 KG        
Hold Baggage 20 KG €7 per kg 14 TND per kg €9 per kg 18 TND per kg
Infant (under 2 years) 10 KG        
France (regular flights) Hand Baggage 10 KG        
Hold Baggage 25 KG €7 per kg 14 TND per kg €9 per kg 18 TND per kg
Infant (under 2 years) 10 KG        
United Kingdom Hand Baggage 05 KG        
Hold Baggage 20 KG €7 per Kg 14 TND per kg €10 per Kg 20 TND per kg
Infant (under 2 years) 10 KG        

Online rate

Service

Online rate

Seat +

15€

30 TND

Standard seat

10€

20 TND

Pets in cabin

25€

50 TND

Pets in hold

35€

70 TND

UM

40€

80 TND

Excess baggage

7€ / kg

14 TND

Sports equipment

35€

70 TND

Golf equipment

5€

10 TND

Handisport

Free of charge

Free of charge

WCHR - WCHS - WCHC

Free of charge

Free of charge

VIP Access (Primeclass Enfidha/ Monastir)

35€

80 TND

VIP Access (AVS Tunis Carthage)

20€

40 TND

 

Airport rate

Service

Online rate

Seat +

15€

30 TND

Standard seat

10€

20 TND

Pets in cabin

30€

60 TND

Pets in hold

50€

100 TND

UM

45€

90 TND

Excess baggage

See baggage allowance table

See baggage allowance table

Sports equipment

45€

90 TND

Golf equipment

5€

10 TND

Handisport

Free of charge

Free of charge

WCHR - WCHS - WCHC

Free of charge

Free of charge

VIP Access (Primeclass Enfidha/ Monastir)

40€

80 TND

VIP Access (AVS Tunis Carthage)

25€

50 TND