FAQs

a) Unpaid tickets

Any bookings made prior to the appointment of the Liquidators which have not been paid have been cancelled and new bookings will need to be made.

b) Paid tickets

Please be advised that Air Vanuatu (Operations) Limited (In Liquidation) will not honour paid tickets for international and domestic bookings made prior to the appointment of the Liquidators. For information on obtaining refunds, please refer to the 'Refunds' section below.

c) Refunds

Currently, Air Vanuatu is unable to provide refunds to guests for passenger and cargo services cancelled prior to the appointment of the Liquidators.

Customers seeking refunds are encouraged to consider the following options:

Credit Card Purchases: If you purchased your ticket with a credit or debit card that offers financial protection, you may be eligible for a refund through your bank. Should you encounter difficulties in obtaining a refund from your card issuer, PayPal, or your travel insurance, please proceed as outlined below.

Unsecured Creditors: Guests who have paid for tickets prior to the appointment of the Liquidators will be unsecured creditors of the company in its liquidation. Please provide copies of evidence of your purchase to support your claim at [email protected]. Following receipt of this evidence, a unique Creditor Portal code will be provided for you to log into the Portal to update details of your claim. We note that customers will be unsecured creditors of the Company at this early stage, it is not known how much money (if any) will be available to meet such claims.

For new flight bookings and reservations, please call us or send an email at [email protected]

You will have to start your booking again, before you do, we recommend you clear the cache on your computer which may be full.

If you have entered your credit card number, please wait for a response, the transaction is complete when you receive your itinerary via email with ticket numbers.

You can access our Domestic Flight Schedules here.

For more info please email our Customer service team at [email protected] or get in touch with our Reservations Team at [email protected]

You can view and re-print your booking / ticket. Head to the Manage My Booking page and enter your ticket or reservation number.

An electronic ticket is an electronic version of the traditional paper ticket. Electronic tickets can be emailed out to you and presented at check-in with your passport. They look similar to an itinerary but have a ticket number on them, you must have a copy of your e-ticket (including return flight details) with you to present at check-in. Vanuatu Immigration requires you to present this upon arrival.

Any liquid over 100ml is not permitted as hand luggage.
Items must be checked in and must be securely stored and during check in passenger need to sign a limited release prior to acceptance.

Information can be found on the Air Vanuatu Baggage Allowance page.

Your ticket, boarding pass and baggage tag/s ( most important) will be required for a report to be completed. Staff will enter your details and commence a bag search from the various ports. Your bag once located, will be delivered to you upon arrival from the located port.

No, you can go straight to the gate, however, you must be there at least 45 minutes prior to departure. 

To protect you there are rules for taking liquids, aerosols and gels on flights. These rules also apply to passengers arriving on international flights who are transiting in Australia & NZ and passengers travelling on the domestic leg of an international flight within Australia & NZ. See the Australian & NZ Governments Official websites for more information.

Air Vanuatu's Special Equipment Allowance Policy, Subclass 16.6.6 states "Not more than one (1) fiberglass, finned surfboard or surf ski and paddle whose total measurements do not exceed 158cm."

Air Vanuatu is able to provide assistance for children aged 5 to 11 travelling as an unaccompanied minor on an Air Vanuatu service. Unaccompanied minors can not be booked on-line and bookings must be made through an Air Vanuatu Sales Office or your Travel Agent.

• In order to offer the best possible care for your child, we will need for you to provide information including: contact details of guardians at both ends of the journey. Your Air Vanuatu Sales Consultant or Travel Agent will provide you with relevant forms that you will need to complete.

• You are required to fully complete an Air Vanuatu Unaccompanied Minor form and present at the airport check-in.

• Your child will be escorted by either Air Vanuatu staff or our appointed ground handler through security, passport control and on to the aircraft, where they will be monitored by our cabin crew through to their destination.

• On arrival your child will be escorted from the aircraft, through the arrival formalities and handed to the person you have nominated on your form.

• When a child is travelling with his/her parent on the same flight but on a different class of service, the child will be considered as an unaccompanied minor.

As our flights are short sectors services no meal services is provided. We recommend you visit the cafe at the airport before your flight departure.