Assistance

Voyager - Assistance

  Irregularities during your flight

Forgetting to provide us with essential information for your booking

Air Tahiti will reduce or cancel any compensation in case of a missed flight due to the absence of any of the above information in your booking :

  • Full name identical to your passport
  • Mobile phone number and email address
  • Contacts in the island of departure and in each island you’ll be visiting, or else the name of your accommodation in each island.
  • Connections with other flights and particularly international flights.
  • Need of particular assistance (wheelchair, second seat, unaccompanied child, etc.).
  • If you are traveling to/from Rarotonga, please click here In order to be informed of the required documents of travel. 

Missing connections

Air Tahiti will reduce or cancel any compensation in case of a missed flight if the minimum connecting times were not observed in your booking.

No-show at check-in or boarding

At check in

  • To ensure the punctuality of your flight, Air Tahiti has established a final check-in time.
  • If you do not check in for your flight before the final check-in time, you may have prevented another passenger from having a seat.
  • Air Tahiti will charge a XPF 8,000 no-show fee. 
  • Your other flight reservations will be automatically cancelled, so we invite you to contact your travel agent as soon as possible to get some assistance for the rest of your trip. If you already know that you will not be able to travel, please let us know as soon as possible.

At boarding

  • To ensure your flight departs at the scheduled time, Air Tahiti has established a final boarding time.If you have checked in and do not present yourself at the boarding gate before the time shown on your boarding card, you may have prevented another passenger from having a seat. It can also cause a delay to your flight, with a knock-on effect for the rest of the day's flight schedule.
  • Therefore, if you do not show up for boarding, you will be charged a no-show at gate fee of 50% of the price of your ticket, or a minimum of XPF 10,000. If your ticket cost less than XPF 10,000, you will not be asked to pay the difference.
  • If you present yourself at the boarding gate after the time limit, your departure is not guaranteed anymore and fees will apply.

Your other flight reservations will be automatically cancelled, so we invite you to contact your travel agent as soon as possible to get some assistance for the rest of your trip.

Unforseen circumstances

Ensuring everything goes smoothly on your journey is one of Air Tahiti's priorities.
Although we do all we can to limit them, the possibility of unforeseen circumstances is inherent to air travel and should therefore not be ruled out when planning your trip.

Whatever the reason of the delay or cancellation, you can ask an attendant to make a phone call for you in order to let someone know your flight has been delayed.

Delayed flight

  • Some delays are caused by events external to Air Tahiti, such as bad weather or a strike of non-Air Tahiti staff.
  • Others are due to causes internal to the airline. This is the case of delays caused by operational issues or technical failures. In these situations, the following conditions apply : if there is a snack bar in your departure airport, our attendants will give you a voucher for a drink,  depending on the length of the delay.

Flight cancellation 

The characteristics of the Air Tahiti network make service to the islands sensitive to the occurrence of any unforeseen events, such as weather disruptions, and may lead to a flight cancellation.As several days may be necessary before the next availaible flight, please read the following conditions : 

  • Some flight cancellations are caused by events external to Air Tahiti, such as bad weather or a strike of non-Air Tahiti staff.
  • Others are due to causes internal to the airline (operational issues or technical failures for example).
  • Your entitlement to compensation following a flight cancellation depends on the cause and on your islands of departure and arrival. In addition, you must have a confirmed booking and a flight ticket paid at a public commercial fare.
  • When a flight is cancelled for reasons external to the company, Air Tahiti cannot be held liable for any consequential costs for this hazard.
  • To find out more, please contact your travel agent or read the following :

The cancellation of your flight is due to a cause external to the airline.

Your flight is cancelled at departure (before takeoff or the flight returns to its starting point)
 
Our attendants will do everything they can to assist you by :

  • booking you on another flight,
  • cancelling your booking if you no longer wish to travel. Cancellation fees will apply,
  • finding you a hotel, though not paying for it.

The cancellation of your flight is due to a cause internal to the airline.

Your flight is cancelled at departure (before takeoff or the flight returns to its starting point)
 
Our attendants will do everything they can to ensure your satisfaction. They will assist you by :

  • booking you on another flight,
  • cancelling your booking if you no longer wish to travel.
  • finding you a hotel and transferring you if you are not resident* on the island.  The cost of the hotel, transfer and meals will be covered by Air Tahiti, up to a set limit, until the next scheduled departure.

* A resident is considered to be any passenger with somewhere to stay on the island where their flight is cancelled. It may be his own property or that of friends with whom he was staying prior to the flight cancellation.

Your journey is interrupted at an intermediate point (island which is neither your island of departure or arrival)

Our attendants will assist you by :

  • booking you on another flight,
  • cancelling your booking without charge, if you wish to abandon your trip. Air Tahiti will repatriate you to your island of departure,

If you choose to curtail your trip at this intermediate point, our attendants will refund you the part of your journey not yet made, at full fare. Air Tahiti's commitment towards you will cease.

If you decide to stay in the intermediate point, other conditions apply. Please refer to our ground staff.

Your child is travelling alone

To ensure the safety of a child under eighteen who is travelling alone, Air Tahiti requests the responsible adult to remain at the airport until his flight departs. This means, if his flight is cancelled at departure, your child can wait calmly with someone he knows and trusts.

If your child's flight is cancelled at an intermediate point, our attendants will contact you to find out what you wish to do. You will have a choice between your child returning to his island of departure and his trip being curtailed at the intermediate island.

Overbooking

Like many airlines, Air Tahiti may overbook certain flights, i.e. sell more tickets than there are available seats.

Overbooking compensates for passengers who are booked on a flight and do not present themselves at the airport on the day of travel or who cancel their bookings at the last minute.

Most overbooked passengers depart on their flight. However, there is a small chance you will have to disembark

Air Tahiti endeavours to minimise any inconvenience caused by overbooking by :

  • asking at check-in which passengers would be willing to disembark,
  • ensuring a seat on another flight as soon as possible,
  • offering immediate compensation of XPF 10,000,
  • covering the costs of meals/snacks, transport and/or accommodation, depending on the waiting time between the overbooked flight and the new flight, in the event that you are asked to disembark against your will.

The above will be offered to you on condition :

  • you hold a travel ticket issued at a public commercial rate,
  • you have a confirmed booking on the flight,
  • you meet our General Conditions of Carriage,
  • you presented yourself at the check-in desk before it closed

  Lost and found

In case you lose a personnal belonging on board or in one of our airport stations, please contact us for assistance.

  Luggage lost, delayed or damaged

If your baggage is lost, delayed or damaged, go here.