Customer Information - Covid-19
As the pandemic situation is constantly evolving and we, as all airlines around the world are experiencing an unprecedented amount of calls, messages and emails, we have put together the following FAQs.
How do I contact Air Vanuatu?
Our staff are doing their best to respond to customer requirements and we apologise for the lengthy wait times. We ask all passengers holding Air Vanuatu tickets to please contact us ONLY if you have a confirmed booking to travel within the next 48 hours. Please continue to check our website and Facebook for any updates.
Information on contact us can be found here.
What if I booked with a travel agent or another airline?
For Customers who have booked with one of our codeshare partners (a non-NF ticket) or through a Travel Agent; you will need to direct your enquires to the Airline or Travel Agent who sold you the ticket(s). Our Travel Agents and codeshare partners have received our commercial policy and will be able to assist you.
Will my Air Vanuatu flight be cancelled?
Air Vanuatu is reviewing it's schedules on a continuous basis in accordance with Travel Advisories that have been issued by the various Governments.
We have currently suspended our international services indefinitely and will continue to monitor the situation moving forward.
We are continuing to operate our domestic services.
Can I reschedule or cancel my flight?
Air Vanuatu reviewed and announced our Commercial Policy regarding COVID-19 on 17 March 2020 which is available here
I wish to delay my travel, is there a change fee involved?
Air Vanuatu reviewed and announced our commercial policy regarding COVID-19 on 19 March 2020 which is available here
How do I cancel or change my accommodation / shuttle transfer booking?
All guests with accommodation or shuttle transfer bookings will need to contact their hotel/shuttle operator or their Travel Agent directly. Air Vanuatu is not liable for any cancellation or change fees that may be levied by the Travel Agent or accommodation / shuttle provider.
What measures has Air Vanuatu put in place to protect me?
Air Vanuatu has increased its requirements for cleaning and hygiene on board. We are also working with Airport Authorities to ensure waiting areas, boarding gates and facilities are kept clean and disinfected. For now, pillows, blankets and hot towels will no longer be provided onboard our aircraft.
Any passengers displaying cold or flu symptoms will be refused travel in the best interests of our staff and all other passengers.
Will Air Vanuatu domestic flights continue to operate?
Yes, they will, however, we will continue to monitor demand and schedules may change to reflect demand.
What are the requirements to enter Vanuatu?
Vanuatu boarders are currently closed and information and travel advisory issued out by the Vanuatu Government can be found here.
The Government of Vanuatu has reissued its Public Advisory (#10) for travellers in response to COVID-19. Measures including the provision of travel history; medical and quarantine requirements for travellers who have been in particular locations since 31 December 2019; and health assessments at departure and arrival are in place. Travellers who do not meet all requirements risk being denied boarding or entry into Vanuatu.
The Vanuatu Immigration Department has updated its Covid-19 Boarder restrictions as of the 1st of August 2020 for Vanuatu Citizens, Permanent Residents, Business Owners, Foreigners with Special Class Visa wishing to enter Vanuatu. Information on these new restrictions and entry requirements is available can be found by clicking one of the links below.
What are the new entry requirements for entering Australia?
Australian boarders are currently and only Australian citizens, residents and intimidate family members can travel to Australia. More information is available from the Australian Department of Health website.
The Australian Government is continuing to review and monitor its policies regarding inbound arrivals from every country in the world. These new restrictions apply to all travelers, including Australian citizens. Their current policy can be found here and should be your only source of information.
A reminder that each State and Territory may have its own entry requirements and travelers should review these entry requirements before booking their flight.
For Australians in Vanuatu, you should contact the Australian High Commission on Telephone 22 777 if you wish to return back to Australia.
What are the new entry requirements for entering New Zealand?
The New Zealand government has introduced new border protection measures on 14 March 2020. These are updated as the threat of the virus continues to change. Their current policy can be found here and should be your only source of information.
Only New Zealand residents and citizens (and their children and partners) are permitted to enter New Zealand. This includes the Realm countries (the Cook Islands, Niue & Tokelau), Australian citizens and permanent residents of New Zealand.
Travelers entering New Zealand must stay in managed isolation or quarantine for at least 14 days and complete a health assessment and return a negative COVID-19 test before they can go into the community.
Returnees are not required to pre-book a space in the facilities.
In some circumstances a COVID-19 test may not be considered appropriate and a health assessment will be completed instead.
Travelers from any other countries cannot enter New Zealand at this time, unless they have specific grounds for exemption, such as being essential workers or for medical reasons. These people will need to apply to Immigration New Zealand for an exception to the border closure.
For New Zealanders in Vanuatu, you should contact the New Zealand High Commission on Telephone 22 933 if you wish to return back to New Zealand.
What are the entry requirements for New Caledonia?
New Caledonia has updated its travel advice including stricter border protection policies and which can be found here
For New Caledonia Nationals or Europeans, you should contact the French Embassy on Telephone 28 700 if you wish to return back to make arrangements to return back to New Caledonia or Europe.
What are the entry requirements for Fiji?
Fiji has updated its travel advice including stricter border protection policies and can be found here