COVID-19 Commercial Policy

Commercial Policy

This policy outlines options available to customers who hold valid NF/218 ticket(s) and whose travel plans have been affected by the current Covid travel restrictions.

CUSTOMERS WITH EXISTING BOOKINGS WITH AIR VANUATU

With the ongoing COVID19 pandemic, customers who hold on to an existing Air Vanuatu ticket (218) may choose to keep the value of their ticket as credit up to 31 December 2023.

REISSUES & TICKET CHANGES

For all tickets issued up to March 2020 for travel up to March 2021 - Customers will be entitled to One (1) free travel date change per ticket, any subsequent changes after this will incur a rebooking fee of:

• Australia:                 AUD50 per ticket

• New Zealand:         NZD50 per ticket

• New Caledonia:      XPF5,000 per ticket

• Fiji:                            FJD100 per ticket

• Vanuatu:                   As per fare rule

When rebooking if the original fare or class is not available or there is an increase in taxes then only the difference between the old taxes and the new taxes will have to be collected. We will honour the original ticketed fare value.

If reissuing for another sector where the fare is higher than the original fare purchased, then the fare difference will be applicable plus any tax differential.

Customers with existing credit/ or unused ticket(s) will have until 31 December 2022 to rebook and travel up to December 2023.

REFUNDS - For flights Cancelled by Air Vanuatu

Passengers may change their tickets to either to a specific date or opt to hold their tickets in credit, with all travel to be completed for a future booking with Air Vanuatu by 31 December 2023.

The credit can be used as payment for any future booking(s) with Air Vanuatu.

Tickets are non-refundable, unless specified in the fare conditions of the ticket purchased.

Due to high volumes of refund requests, the processing time is indefinite; we seek your patience and understanding.

Existing bookings are not transferrable to a third party.

When flights have been cancelled to comply with Government and Regulatory instructions, all ticketing conditions apply and other rules and conditions remain unchanged.

NO SHOW passengers are not eligible for this waiver.

NEW BOOKINGS

To provide customers with flexibility and assurance for future travel with Air Vanuatu, for those customers whose tickets have been issued from 01 April 2020 onwards, and who now wish to cancel their flight(s); may retain the value of the ticket as Air Vanuatu travel credit for future use on an Air Vanuatu operated service.

Change fee and fare difference must be collected at the time of rebooking; this applies to new bookings made from 01 April 2020 through to 31 December 2023.  

This new policy supersedes existing commercial fare rules.

LIABILITY

The COVID-19 pandemic continues to severely affect the travel and tourism business. Air Vanuatu is operating under strict guidelines from the Civil Aviation Authorities of Vanuatu (CAAV) and in compliance with the National Disaster Management Office (NDMO) and other relevant agencies.

Our liability is therefore very limited. As outlined in our conditions of carriage, Air Vanuatu will not be liable for any extraordinary costs such as accommodation, meals or other forms of transportation.

CONTACTING US

If you have booked your tickets with a Travel Agent or with a 3rd party website (Expedia, Webjet), you will need to contact them directly to make changes to your booking.

If you have booked your ticket directly with Air Vanuatu, please contact our team on one of the options below.

You can also view your reservations held with Air Vanuatu by going to Manage my Booking.