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FAQ
Our airline does everything it can to answer your questions and meet your requirements.
Please see our FAQs, below. You will be sure to find the answer to your question. If you cannot find the answer to your question in the FAQs, you can send your question to our customer service team, using the information request form.
I am travelling with my family. Is our baggage treated individually per person or for the family as a whole?
You can check in one or more items of luggage for your family. The total weight of all your luggage will be counted on the basis of the baggage allowance per adult and per child or baby.
If the weight of your baggage exceeds the authorised limit, you will need to purchase additional allowance on a per-kilo basis according to the applicable rates.
LThe weight of each item of luggage must not exceed 40kg.
Is there any leniency if the weight of my luggage only marginally exceeds the baggage allowance?
No leniency is granted for exceeding the baggage allowance.
If the weight of your baggage clearly exceeds the authorised limit, you will need to purchase additional allowance on a per-kilo basis according to the applicable rates.
What is the maximum weight and/or size?
The baggage allowance represents the number and weight of items of luggage that you can carry in the hold free of charge. The allowance depends on the type of flight (charter or regular) and the market. If you exceed the baggage allowance , you will need to purchase additional allowance on a per-kilo basis according to the applicable rates.
For security reasons, NOUVELAIR cannot carry any item of luggage that exceeds the combined dimensions of 81cm high, 119cm wide and 119cm deep. If you are over the authorised dimensions, you will need to pay an extra fee when you check in.
Can I check in several items of luggage without paying an excess?
Each passenger can check in several items of luggage provided the total weight of your personal luggage does not exceed the baggage allowance.
If the weight of your baggage exceeds the authorised limit, you will need to purchase additional allowance on a per-kilo basis according to the applicable rates.
What is the cost per kilo for additional baggage?
If you exceed the baggage allowance , you will need to purchase additional allowance on a per-kilo basis according to the applicable rates.
What items are not permitted in the hold?
Please consult the list of items not authorised by international security guidelines on the safety conditions page under the heading preparing to travel.
Are extra kilos allowed in addition to the cabin baggage allowance?
Passengers may not have cabin baggage that exceeds the baggage allowance.
What is the allowance for cabin baggage?
Please see the baggage allowance table. The allowance depends on the kind of flight (charter or regular) and the market in question.
What items are not permitted in the cabin?
Please see the list of items not authorised by international security guidelines on the safety conditions page under the heading preparing to travel.
My baggage was not placed on the treadmill when I arrived. What should I do?
Please accept our apologies for not delivering your baggage on arrival. Technical problems or the loss of a luggage label may have caused the delay.
This is the procedure to follow if your luggage does not turn up:
- Before you leave the airport
Go to the baggage services desk and fill in a Property Irregularity Report (PIR).
Investigations will be completed within 21 days of the day you should have received your baggage. After that time, the claim will need to be sent to the baggage insurance service and a claim form will have to be completed in order for you to be compensated.
- At home or in the place where you are staying
We will contact you to arrange the methods of delivery. Please note that we will do everything we can to return your baggage as soon as possible.
What should I do if my baggage is damaged?
Transporting your baggage may result in scratches, marks and other minor damage for which we cannot be held responsible.
However, if you note more substantial damage to your baggage, please inform us when you arrive by going to the NOUVELAIR desk at the airport and completing a Property Irregularity Report (PIR).
Please note that you should submit your claim form using the baggage insurance service on our website, under the heading After your flight / Customer Services.
When I opened my case on arrival, I noticed that some items were missing. What can I do?
If something is missing, please tell us when you arrive by going to the NOUVELAIR desk at the airport and completing a Property Irregularity Report.
If you did not notice that an item was missing on the day of your arrival, please note that you have 7 days from the day of your arrival to submit your claim in writing on our website, under the heading After your flight / Customer Services.
We will do everything we can to compensate you.
After deadline, we will not be able to comply with your request.
Can I use a camera on board?
Passengers are allowed to use non-cellular cameras once the plane has reached cruising altitude and the fasten-seatbelt light has been switched off.
Can I use my laptop or MP3 player on board?
Passengers are allowed to use the electronic devices listed below once the plane has reached cruising altitude and the fasten-seatbelt light has been switched off.
List of authorised devices:
- Laptops
- IPods
- E-book readers
- CD players
- MP3 players
- Portable DVD players
- Non-cellular personal digital assistants
- Digital Dictaphones.
Can I use a mobile phone or personal electronic device on board?
Throughout the flight, you may under no circumstances use your mobile phone, in order prevent interference with the navigation screens.
Are passengers allowed to smoke on NOUVELAIR flights?
Smoking is strictly prohibited on board NOUVELAIR flights. All our aircraft are fitted with smoke detectors to ensure that this rule is upheld.
Any breach of that rule could entail serious criminal penalties. It could lead to the payment of a fine and a ban from flying on NOUVELAIR planes.
Can I take food and drink on board?
Passengers are allowed to bring their own food on board. However, for everyone’s safety, drinks may not be brought on board.
What happens if I do not have my identity document with me?
We insist that ALL PASSENGERS must have an identity document with them. Otherwise, we will be forced to deny boarding.
Does a family record booklet count as a valid identity document for a child or baby?
A family record booklet is not a valid identity document. All passengers, whether children, adults or babies, must hold a valid passport or identity card according to their travel destination.
I have a French residence permit but I have another nationality. Is that permit sufficient to travel?
It depends on your nationality and where you are going, because visas are sometimes required. You can send your question to our customer services using the information request form.
In all cases, it is ESSENTIAL that you present a valid residence permit with your identity document proving your nationality.
How can I find out the administrative formalities for the country I am travelling to?
You should get in touch with the relevant embassy to find out what administrative formalities are required by your destination country.
At what time should I arrive at the airport for check-in?
You are encouraged to arrive two and a half hours before take-off. Check-in closes 40 minutes before take-off.
Do I have to be at the boarding gate at the time initially shown even if my flight is delayed?
In all cases, please make sure you are at the boarding gate at the time initially shown for your flight even if the flight is delayed.
What happens if I arrive late to check-in?
The bag-drop desk at the airport closes 40 minutes before the scheduled departure time.
If you arrive at the airport after the check-in desk has closed, NOUVELAIR cannot accept liability. In that case, please contact a member of the NOUVELAIR crew at the airport.
Can I carry and use medical equipment during the flight?
Special medical devices, such as portable oxygen concentrators that conform to the airline’s standards are authorised on board flights. Some other medical devices (continuous positive airway pressure machines and portable dialysis machines) may be carried on board but not used.
If you wish to carry medical equipment on board, or if you need to use medical equipment during the flight, we recommend that you send your request by email to the passenger assistance service at the following address: reservation@nouvelair.com.tn or by phone on +216 70 02 09 00. We can then establish whether your request can be accepted and make sure that the item concerned is permitted.
Can I fly if I have a specific medical condition?
NOUVELAIR only requires a doctor’s certificate if there are doubts about a passenger’s fitness to travel, for example, a recent illness or surgery.
However, we recommend that you talk to your doctor to check that you can travel as you planned.
What is NOUVELAIR’s policy on carrying pregnant women?
Pregnant women:
- For pregnancies without complications, travel is not authorized:
After the 32nd week of pregnancy when the mother is expecting twins or triplets.
After the end of the 36th week for straightforward pregnancies without complications.
- In order to ensure the health and well-being of the mother and baby, the following rules apply:
At nine months, pregnant women may travel accompanied by a doctor.
From the seventh month to the end of the eighth month of a pregnancy without complications:
Bring a letter from your midwife/doctor dated no more than seven days before your flight and certifying that you are fit to travel
Take it to the airport check-in desk and/or to the boarding gate.
The letter must include the following details:
Your pregnancy does not involve any complications
the expected date of birth
confirmation that you are in good health and fit to travel.
NOUVELAIR reserves the right to deny boarding if the passenger is more than 28 weeks’ pregnant and does not produce a letter stating that she is fit to travel
Up to the end of the sixth month of pregnancy without complications: a medical certificate is not required.
Does NOUVELAIR allow the transport of human remains or ashes?
Our airline does not allow the transport of human remains.
Ashes may be carried as hand luggage (and can be added to the single item of hand luggage usually allowed). In this event, the passenger should present a copy of the death certificate and cremation certificate. S/he should make sure the ashes are carried in a suitable container fitted with a screw-top lid and proof against damage.
Please note that additional searches or inspections may be conducted at airport security controls.
Passengers wishing to carry ashes are asked to contact NOUVELAIR’s passenger assistance service on +216 70 02 09 00 or send their request by email to reservation@nouvelair.com.tn, so that all the relevant groundhandling officials can be adivsed.
What are the conditions for a new-born baby to be allowed to travel with its mother on a NOUVELAIR flight?
A baby must be at least 8 days’ old to be allowed to travel on one of our flights. You can obtain a doctor’s certificate stating that the baby is fit to travel by plane.
Similarly, the child’s mother is only authorised to travel 48 hours after her baby’s birth, provided the birth was safe and without no complications and no surgery was required.
If the birth was by caesarean section or if the mother had to undergo surgery, that time is extended to 10 days. Again, the decision is subject to permission from her doctor.
What seats are allocated to persons with reduced mobility?
For security reasons, passengers with reduced mobility, whether temporary or permanent (in particular, deaf, blind of partially sighted persons, and physically or mentally disabled passengers), are unfortunately not permitted to sit in the seats in the first row or in the seats located next to the emergency exits (12th and 13th rows).
We will ensure that they are allocated to the most suitable seats.
What are the provisions for the boarding of persons with reduced mobility?
Passengers with reduced mobility who have already informed the airline of their disability must arrive at the boarding gate no later than 30 minutes before take-off.
Can I bring my own wheelchair, mobility scooter or walking frame?
In most airports, you will be allowed to board the aircraft in your own wheelchair.
However, some airports do not allow passengers to board in a battery-operated wheelchair. In that case, you must check your wheelchair in. You will be taken to the boarding gate in a wheelchair belonging to the airport.
Wheelchairs, mobility scooters and walking frames are carried free of charge.
Under what circumstances must a passenger be accompanied?
Each passenger must be independent with respect to all the categories listed below:
- passengers must be able to use the toilets without outside help ;
- passengers must be able to feed themselves without outside help ;
- passengers must be able to take their medication and care for themselves without outside help.
If that is not the case, the passenger must be accompanied (an able-bodied person aged 16 or over) who must be able to administer the required assistance.
That also includes:
- Anyone suffering from a mental impairment who cannot understand the safety instructions given by the NOUVELAIR crew or who cannot answer appropriately.
- Anyone who is deaf and mute and cannot communicate with NOUVELAIR crew in order to receive the safety instructions.
Passengers who fall into one of those categories must inform the airline, preferably on the day they book, by contacting the NOUVELAIR passenger special assistance service by email at the following address, reservation@nouvelair.com.tn, by phone on +216 70 02 09 00 or by completing a assistance request from.
What is NOUVELAIR’s policy on carrying animals?
Animals are generally carried in the hold.
If the animal’s weight added to its cage is no more than 7kg, the passenger may carry it with him/her in the cabin.
Pets in the hold:
Reservation is compulsory.
The animal must be carried in a container or a cage that is sufficiently comfortable for it to travel by plane.
A tax is applied for carrying animals and included on the page services +.
Vaccination certificates and the regulations of the relevant country must be complied with and presented at check-in.
Pets in the cabin:
The maximum weight of a live animal with its cage in the cabin is 7kg.
In the cabin, the animal’s container must be fitted with a suitable closure system and air holes. The dimensions must not exceed 55cm (l) x 40cm (h) x 20cm (d) so that it can fit under the passenger’s seat.
The maximum number of animals allowed in the cabin is 4.
Can I carry on my pet animal?
The airline agrees to carry animals for a transportation fee. You must make a reservation before you fly (online or at check-in on the day you fly). We suggest you book directly on our website under services +.
Is there a difference between the special services online rates and the rates charged at the airport?
When you book one of our special services on line, you will benefit from our best rates for special services. To find out more, you can also view all the rates for NOUVELAIR special services .
What are the rates for special services?
We recommend you book our special services on line in order to take advantage of our best rates. You can also view all the rates for NOUVELAIR special services.
Services + | Rate | Note |
---|---|---|
Seat + | 15 € | 1st row + emergency exit |
Priority seat | 10 € | 2nd , 3rd and 4throw |
Standard seat | 6 € | Any seat other than the seat + and the priority seat |
Pet in cabin | 40 € | Weight until 7 kg (including the cage weight ) |
Pet in hold | 50 € | Weight between 7 et 25kg (including the cage weight) Beyond 25kg, extra kilos will be charged at the excess baggage rate |
UM (Unaccompanied Minor) | 40 € | |
Excess luggage | 7 € | By level (for France) Please see Luggage page |
Sport equipement | 35 € | Windsurf, kayak, deltaplane, bike , hunting sport, diving equipment… Weight until 15kg |
Golf equipement | 30 € | For the first 15 kg Beyond 15 kg, extra kilos will be charged at the excess baggage rate |
Handisport | Free | |
Wheelchair | Free | |
Meals on board : Premium menu Special menu Menu spécial |
13 € 7 € 6 € |
Service available up to 24 hours before flight depature |
DUS Airport | 30 € | |
Primeclass | 25 € | Flights from Monastir / Enfidha |
AVS TUN | 25 € | Flights from Tunis |
ELITE | 35 € | Flights from Tunis |
Priority check-in | 7 € | Flights from Tunis, Monastir, Djerba, Paris and Lyon |
Priority boarding | 7 € | Flights from Tunis, Monastir, Djerba, Paris and Lyon |