Novel Coronavirus - Air Vanuatu Commercial Policy

Commercial Policy 

Updated: Tuesday 24 March 2020

Due to high demand, we are experiencing long call wait times. Our team are working hard to assist all customers with the most urgent travel dates.

We encourage only customers who will travel within the next 72 hours to contact us if needed. If you are travelling outside this period, please consider contacting us at a later time.

1. Existing Bookings

Customers with existing Air Vanuatu ticketed (218) bookings issued for travel up to 31 July 2020, who no longer wish to travel, may hold their ticket in credit for a period of 12 months from the original date of travel.

Changes to Air Vanuatu International and/or Domestic Travel Dates

1.1 Refundable Tickets

Refund is available to tickets purchased with a pre-established refundable option (ie. Flexi Fare)

Air Vanuatu is currently inundated with requests for refund as a result of the Covid-19 crisis and its major implications globally. With such, we will do all possible to process your request in a reasonable time under the circumstances. We apologize for any inconvenience caused.


1.2 Non-refundable Tickets

If you have purchased a non-refundable ticket, the following conditions apply:

Only one travel date change is permitted

Change penalties will be waived providing new booking is ticketed by 31 July 2020

Change penalties will be imposed for any bookings reissued on or after 01 August 2020

Existing bookings are not transferable to a third party


1.3 Other rules and conditions remain unchanged

1.4 NO SHOW passengers are not eligible for this waiver


2. New Bookings

To provide customers with some level of flexibility and assurance for their next travel with Air Vanuatu, customers who make a new domestic or international booking and later decide they no longer wish to travel, can cancel their flight and retain the value of the booking as Air Vanuatu travel credit. This does not apply to customers of our codeshare partners.

Change fee + fare difference must be collected at the time of rebooking.

This applies to new booking made from 15 March 2020 until 30 June 2020.

This new policy supersedes existing commercial fare rules.



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


If you have booked your tickets with a travel agent or a third party website (eg. Expedia, Webjet etc.), customers will need to contact them directly to make changes to their booking.


If you have booked your ticket directly with Air Vanuatu, please contact our Reservation Center.

Vanuatu, Fiji, Solomon Islands, & Papua New Guinea

[email protected] or call +678 20200


[email protected] or call 1300 780 737

New Zealand

[email protected] or call 09 373 3435

New Caledonia

[email protected] or call +687 28 66 77




This policy is applicable for 60 days, to be reviewed in 30 days.