Please find information on conditions of carriage, tarmac delay, and Air Tahiti Nui's Customer Service Plan below.
Conditions of Passenger Carriage
RECOMMENDED PRACTICE 1724
GENERAL CONDITIONS OF CARRIAGE
(PASSENGER AND BAGGAGE)
Article 1 — Definitions
"AGREED STOPPING PLACES" means those places, except the place of departure and the place of destination, set forth in the ticket or shown in Carrier’s timetables as scheduled stopping places on the passenger’s route.
"AIRLINE DESIGNATOR CODE" means the two characters or three letters which identify particular air carriers.
"AUTHORISED AGENT" means a passenger sales agent who has been appointed by Carrier to represent the Carrier in the sale of air passenger transportation over the services of the Carrier and, when authorised, over the services of other air carriers.
"BAGGAGE" means such articles, effects and other personal property of a passenger as are necessary or appropriate for wear, use, comfort or convenience in connection with the trip. Unless otherwise specified, it includes both checked and unchecked baggage of the passenger.
"BAGGAGE CHECK" means those portions of the ticket, which relate to the carriage of the passenger’s checked baggage.
"BAGGAGE IDENTIFICATION TAG" means a document issued by Carrier solely for identification of checked baggage.
"CARRIER" includes the air carrier issuing the ticket and all air carriers that carry or undertake to carry the passenger and/or his baggage thereunder.
"CARRIER’S REGULATIONS" means rules, other than these Conditions, published by Carrier and in effect on date of ticket issue, governing carriage of passengers and/or baggage and shall include any applicable tariffs in force.
"CHECKED BAGGAGE" means baggage of which Carrier takes sole custody and for which Carrier has issued a baggage check.
"CONJUNCTION TICKET" means a ticket issued to a passenger in conjunction with another ticket which together constitute a single contract of carriage.
"CONVENTION" means whichever of the following instruments is applicable to the contract of carriage:
the Convention for the Unification of Certain Rules Relating to International Carriage by Air, signed at Warsaw, 12 October 1929 (hereinafter referred to as the Warsaw Convention);
the Warsaw Convention as amended at The Hague on 28 September 1955;
the Warsaw Convention as amended by Additional Protocol No. 1 of Montreal 1975;
the Warsaw Convention as amended at The Hague 1955 and by Additional Protocol No. 2 of Montreal 1975;
the Warsaw Convention as amended at The Hague 1955 and by Additional Protocol No. 3 of Montreal 1975;
the Warsaw Convention as amended at The Hague 1955 and by Additional Protocol No. 4 of Montreal 1975;
Guadalajara Supplementary Convention 1961;
Convention for the Unification of Certain Rules for International Carriage by Air, signed at Montreal on May 28, 1999 (hereinafter referred to as the Montreal Convention).
"DAMAGE" includes death, injury, delay, loss, partial loss, theft, or other damage of whatsoever nature arising out of or in connection with carriage or other services performed by Carrier incidental thereto.
"DAYS" means calendar days, including all seven days of the week; provided that, for the purpose of notification, the day upon which notice is dispatched shall not be counted; and that for purposes of determining duration of validity the day upon which the ticket is issued, or flight commenced, shall not be counted.
"ELECTRONIC COUPON" means an electronic Flight Coupon or other value document held in Carrier’s database.
"ELECTRONIC TICKET" means the Itinerary/Receipt issued by or on behalf of Carrier, the Electronic Coupons and, if applicable, a boarding document.
"FLIGHT COUPON" means that portion of the ticket that bears the notation "good for passage", and in the case of an "electronic ticket", the electronic coupon, and indicates the particular places between which passenger is entitled to be carried.
"INFANT" means a child under the age of two years.
"ITINERARY/RECEIPT’ means a document or documents forming part of the Electronic Ticket which contains the information and notices required by law.
"PASSENGER" means any person, except members of the crew, carried or to be carried in an aircraft with the consent of Carrier.
"PASSENGER COUPON" or "PASSENGER RECEIPT" means that portion of the ticket issued by or on behalf of Carrier, which is so marked and which ultimately is to be retained by the passenger.
"STOPOVER" means a deliberate interruption of a journey by the passenger, at a point between the place of departure and the place of destination, which has been agreed to in advance by Carrier.
"TICKET" means either the document entitled "Passenger Ticket and Baggage Check" or the Electronic Ticket, in each case issued by or on behalf of Carrier, and including Conditions of Contract, notices and the Coupons contained in it.
"UNCHECKED BAGGAGE" means any baggage of the passenger other than checked baggage.
Article 2 — Applicability
2.1.1 Except as provided in 2.2-2.4, these Conditions of Carriage apply to all carriage by air of passengers and baggage, performed by Carrier for reward.
2.1.2 These Conditions also apply to gratuitous and reduced fare carriage except to the extent that Carrier has provided otherwise in its Regulations or in the relevant contracts, passes or tickets.
2.2 TARIFFS AND LAWS
These Conditions apply to all transportation provided by the Carrier as a matter of contract. However, if these Conditions of Carriage are inconsistent with any tariffs or laws, then such tariffs or laws will apply.
If Carriage is performed pursuant to a charter agreement, these conditions apply except to the extent they are modified by passenger’s agreement with the charterer or the charter ticket.
2.4 OVERRIDING LAW
To the extent that any provision contained or referred to herein is contrary to anything contained in the Convention, where applicable and any applicable laws, government regulations, orders or requirements that cannot be waived by agreement of the parties, such provision shall not apply. The invalidity of any provision shall not affect the validity of any other provision.
2.5 CONDITIONS PREVAIL OVER REGULATIONS
Except as provided herein, in the event of inconsistency between these Conditions and Carrier’s regulations, these Conditions shall prevail, except where tariffs in force in the United States or Canada apply, in which case the tariffs shall prevail.
Article 3 — Tickets
3.1 TICKET PRIMA FACIE EVIDENCE OF CONTRACT
3.1.1 The ticket constitutes prima facie evidence of the contract of carriage between Carrier and the passenger named on the ticket. No contract shall exist between Carrier and the passenger before the purchase of a ticket. Carrier will provide carriage only to the passenger holding such ticket, or holding, as proof of payment or part payment, any other Carrier document issued by Carrier or its Authorised Agent. The ticket is and remains at all times the property of the issuing Carrier. The Conditions of Contract contained in the ticket are a summary of some of the provisions of these Conditions of Carriage.
The ticket remains the Carrier’s property at all times if it was issued by Carrier or its Authorized Agent. If the ticket was issued by or on behalf of another carrier, it is the property of that carrier
3.1.2 Requirement for Ticket
Except in the case of an electronic ticket, a person shall not be entitled to be carried on a flight unless that person presents a ticket valid and duly issued in accordance with Carrier’s Regulations and containing the flight coupon for that flight and all other unused flight coupons and the passenger coupon. A passenger shall furthermore not be entitled to be carried if the ticket presented is mutilated or if it has been altered otherwise than by Carrier or its authorised Agent. In the case of an electronic ticket, a person shall not be entitled to be carried on a flight unless that person provides positive identification and has a ticket valid and duly issued in accordance with Carrier’s Regulations and contained in Carrier’s database.
3.1.3 Lost or Mutilated Ticket
In case of loss or mutilation of a ticket, or part thereof, or non- presentation of a ticket containing the passenger coupon and all unused flight coupons, the issuing Carrier may at the passenger’s request and subject to Carrier’s Regulations, replace such ticket or part thereof by issuing a new ticket on receipt of proof satisfactory to Carrier that a ticket valid for the flights in question was duly issued.
3.1.4 Ticket not Transferable
A ticket is not transferable. If someone other than the person entitled to be carried on a ticket travels pursuant to that ticket or is given a refund in connection therewith, Carrier shall not be liable to the person so entitled if, in good faith, it provides carriage, or makes a refund. If a ticket is presented by someone other than the person entitled to be carried thereunder or to a refund in connection therewith, Carrier shall not be liable to the person so entitled if in good faith it provides carriage or makes a refund to the person presenting the ticket.
3.2 PERIOD OF VALIDITY
A ticket is valid for carriage for one year from the date of issuance thereof, except as otherwise provided in the ticket, these Conditions or Carrier’s Regulations.
3.2.1 Extension of Validity
22.214.171.124 If a passenger is prevented from travelling within the period of validity of the ticket because Carrier:
126.96.36.199(a) cancels the flight on which the passenger holds a reservation; or
188.8.131.52(b) omits a scheduled stop, being the passenger’s place of departure, place of destination or a stopover; or
184.108.40.206(c) fails to operate a flight reasonably according to schedule;
220.127.116.11(d) causes the passenger to miss a connection; or
18.104.22.168(e) substitutes a different class of service; or
22.214.171.124(f) is unable to provide previously confirmed space; the validity of such passenger’s ticket will be extended until Carrier’s first
flight on which space is available in the class of service for which the fare has been paid.
126.96.36.199 When a passenger is prevented from travelling within the period of validity of the ticket because at the time such passenger requests reservations Carrier is unable to provide space on the flight, the validity of such passenger’s ticket will be extended in accordance with Carrier’s Regulations.
188.8.131.52 When a passenger after having commenced his or her journey is prevented from travelling within the period of validity of the ticket by reason of illness, Carrier will extend, (provided such extension is not precluded by Carrier’s Regulations applicable to the fare paid by the passenger) the period of validity of such passenger’s ticket until the date when the passenger becomes fit to travel according to a medical certificate, or until Carrier’s first flight after such date from the point where the journey is resumed on which space is available in the class of service for which the fare has been paid. When the flight coupons remaining in the ticket, or in the case of an electronic ticket, the electronic coupon, involve one or more stopovers, the validity of such ticket, subject to Carrier’s Regulations, will be extended for not more than three months from the date shown on such certificate. In such circumstances, Carrier will extend similarly the period of validity of tickets of other members of the passenger’s immediate family accompanying an incapacitated passenger.
184.108.40.206 In the event of death of a passenger en route, the tickets of the persons accompanying the passenger may be modified by waiving the minimum stay or extending the validity. In the event of a death in the immediate family of a passenger who has commenced travel, the validity of the passenger’s tickets and those of his or her immediate family accompanying the passenger may be likewise modified. Any such modification shall be made upon receipt of a proper death certificate and any such extension of validity shall not be for a period longer than forty-five (45) days from the date of the death.
3.3 COUPON SEQUENCE
3.3.1 Carrier will honour flight coupons, or in the case of an electronic ticket, an electronic coupon, only in sequence from the place of departure as shown on the ticket.
3.3.2 The ticket may not be valid and Carrier may not honour the passenger’s ticket if the first flight coupon, or in the case of an electronic ticket, an electronic coupon, for international travel has not been used and the passenger commences his or her journey at any stopover or agreed stopping place.
3.3.3 Each flight coupon, or in the case of an electronic ticket, an electronic coupon, will be accepted for carriage in the class of service specified therein on the date and flight for which accommodation has been reserved. When flight coupons, or in the case of an electronic ticket, an electronic coupon, are issued without a reservation being specified thereon, space will be reserved on application subject to the conditions of the relevant fare and the availability of space on the flight applied for.
3.4 NAME AND ADDRESS OF CARRIER
Carrier’s name may be abbreviated in the ticket. Carrier’s address shall be deemed to be the airport of departure shown opposite the first abbreviation of Carrier’s name in the "Carrier" box in the ticket, or in the case of an electronic ticket, as indicated for the first flight segment in the itinerary/ receipt.
Article 4 — Stopovers
Stopovers may be permitted at agreed stopping places subject to government requirements and Carrier’s Regulations.
Article 5 — Fares and Charges
Fares apply only for carriage from the airport at the point of origin to the airport at the point of destination. Fares do not include ground transport service between airports and between airports and town terminals, unless provided by Carrier without additional charge.
5.2 APPLICABLE FARES
Applicable fares, including but not limited to any Carrier surcharges, are those published by or on behalf of Carrier or, if not so published, constructed in accordance with Carrier’s Regulations. Subject to government requirements and Carrier’s Regulations, the applicable fare is the fare for the flight or flights in effect on the date of commencement of the carriage covered by the first flight coupon of the ticket, or in the case of an electronic ticket, as indicated for the first flight segment in the itinerary/receipt. When the amount that has been collected is not the applicable fare the difference shall be paid by the passenger or, as the case may be, refunded by Carrier, in accordance with Carrier’s Regulations. Should you change your itinerary or any date of travel, this may result in a change to the fare.
Except as otherwise provided by governing law, Air Tahiti Nui may refuse carriage of any passenger or passenger’s baggage without any liability on its part if due to the passenger’s physical state the passenger requires an additional seat (for economy class travel only) unless the passenger agrees to pay for an additional economy class seat at the applicable fare including all applicable fees and taxes, and other charges imposed by governments, authorities or airport operators.
Unless otherwise provided in Carrier’s Regulations, fares apply only to routings published in connection therewith. If there is more than one routing at the same fare, the passenger may specify the routing prior to issue of the ticket. If no routing is specified, Carrier may determine the routing.
5.4 TAXES AND CHARGES
Any tax or charge imposed by government or other authority, or by the operator of an airport, in respect of a passenger or the use by a passenger of any services or facilities will be in addition to the published fares and charges and shall be payable by the passenger, except as otherwise provided in Carrier’s Regulations.
Fares and charges are payable in any currency acceptable to Carrier. When payment is made in a currency other than the currency in which the fare is published, such payment will be made at the rate of exchange established in accordance with Carrier’s Regulations.
Article 6 — Reservations
6.1 RESERVATION REQUIREMENTS
6.1.1 Reservations are not confirmed until recorded as accepted by Carrier or its authorised Agent.
6.1.2 As provided in Carrier’s Regulations, certain fares may have conditions which limit or exclude the passenger’s right to change or cancel reservations.
6.2 TICKETING TIME LIMITS
If a passenger has not paid for the ticket (or made credit arrangements with Carrier) prior to the specified ticketing time limit, Carrier may cancel the reservation.
6.3 PERSONAL DATA
The passenger recognises that personal data has been given to Carrier for the purposes of making a reservation for carriage, obtaining ancillary services, facilitating immigration and entry requirements, and making available such data to government agencies. For these purposes the passenger authorises Carrier to retain such data and to transmit it to its own offices, other carriers or the providers of such services, in whatever country they may be located. The passenger authorizes the release of personal information when required by government authorities.
6.4.1 Subject to governing law and regulations in the case of passengers with disabilities, Carrier does not guarantee to provide any particular seat in the aircraft and the passenger agrees to accept any seat that may be allotted on the flight in the class of service for which the ticket has been issued. Reasonable seating accommodations will be made for passengers with disabilities.
6.4.2 Carrier will endeavor to honor advance seating requests. However, Carrier cannot guarantee any particular seat. Carrier reserves the right to assign or reassign seats at any time, even after boarding of the aircraft. This may be necessary for operational, safety or security reasons.
6.4.2 If a passenger’s seat is downgraded for any reason, Carrier will:
. provide the passenger with an appropriate refund of the difference in fares (or an appropriate credit of Air Tahiti Nui Tiare points in the event that the passenger travelling on a Air Tahiti Nui Club Tiare Award), or
. carry the passenger on another of its scheduled passenger services on which space is available.
6.5 MEALS AND INFLIGHT ENTERTAINMENT
6.5.1 On services where a choice of menu/meal options is usually offered, Carrier does not guarantee that passenger’s first choice or preferred choice of meal will be available.
6.5.2 Carrier will endeavor to honor any request for a dietary or religious special meal made upon reservation, provided such special meal service is available on the flight.
6.5.3 Carrier is not liable for passenger’s loss, expense, or any other damage should Carrier, for any reason, be unable to supply a requested special meal.
6.5.4 Carrier is not liable for any damages claimed by passenger should its inflight entertainment system not be operational..
6.5 SERVICE CHARGE WHEN SPACE NOT OCCUPIED
A service charge, in accordance with Carrier’s Regulations, may be payable by a passenger who fails to use space for which a reservation has been made.
6.6 RECONFIRMATION OF RESERVATIONS
Onward or return reservations may be subject to the requirement to reconfirm the reservation in accordance with and within the time limits specified in Carrier’s Regulations. Failure to comply with any such requirement may result in cancellation of any onward or return reservations.
6.7 CANCELLATION OF ONWARD RESERVATIONS MADE BY CARRIER
If a passenger does not use a reservation and fails to advise Carrier, Carrier may cancel or request cancellation of any onward or return reservations.
Article 7 — Check-In
The passenger shall arrive at Carrier’s check-in location and boarding gate sufficiently in advance of flight departure to permit completion of any Government formalities and departure procedures and in any event not later than 60 minutes prior to scheduled departure of the flight. If the passenger fails to arrive in time at Carrier’s check-in location or boarding gate or appears improperly documented and not ready to travel, Carrier may cancel the space reserved for the passenger and will not delay the flight. Carrier is not liable to the passenger for loss or expense due to the passenger’s failure to comply with the provisions of this Article.
Article 8 — Refusal and Limitation of Carriage
8.1 RIGHT TO REFUSE CARRIAGE
8.1.1 Carrier may refuse carriage of any passenger or passenger’s baggage without liability on its part for reasons of safety or if such action is necessary in order to comply with any applicable laws, regulations, or orders of any state or country to be flown from, into or over; or
8.1.2 Carrier may decide to refuse to carry passenger or passenger’s baggage if one or more of the following has happened or the carrier reasonably believes it may happen:
220.127.116.11 If carrying passenger or passenger’s baggage may put the safety of the aircraft or the safety or health of any person in the aircraft in danger.
18.104.22.168 If carrying passenger or passenger’s baggage may affect the comfort of any person in the aircraft.
22.214.171.124 If passenger is, or the Carrier reasonably believes passenger is, under the influence of alcohol or drugs.
126.96.36.199 If passenger is, or the Carrier reasonably believes passenger is, in possession of unlawful drugs.
188.8.131.52 If passenger’s mental or physical state or health is a danger or risk to passenger, the aircraft or any person in it.
184.108.40.206 If passenger has refused to submit to a security check of passenger or passenger’s baggage.
220.127.116.11 If passenger has not obeyed the instructions of our ground staff or a member of the crew of the aircraft relating to safety or security.
18.104.22.168 If passenger has behaved in a threatening, abusive, insulting or disorderly way towards a member of our ground staff or another passenger or a member of the crew of the aircraft.
22.214.171.124 If passenger has deliberately interfered with a member of the crew of the aircraft carrying out their duties.
126.96.36.199 If passenger has put the safety of either the aircraft or any person in it in danger.
188.8.131.52 If passenger has made a hoax bomb or other security threat.
184.108.40.206 If passenger has committed a criminal offence during the check-in or boarding processes or on board the aircraft.
8.1.3 In addition to the specific provisions above and subject to applicable government regulations, Carrier may deny boarding if the conduct, age, or mental or physical state of the passenger is such as to:
220.127.116.11 Require special assistance of Carrier with the exception that reasonable accommodations will be made for passengers with disabilities, or
cause discomfort or make himself or herself objectionable to other passengers, or
involve any hazard or risk to himself or herself or to other persons or to property; or
In relation to travel in economy only, require the use of an additional seat due to the passenger’s physical state unless the passenger agrees to pay for an additional seat at the applicable fare rate, including all other applicable fees and taxes and charges imposed by governments, authorities or airport operators.
8.1.4 Carrier may deny boarding if the applicable fare or any charges or taxes payable have not been paid, or credit arrangements agreed between Carrier and the passenger (or the person paying for the ticket) have not been complied with; or
8.1.5 Carrier may deny boarding if the passenger does not appear to be properly documented, or if the passenger destroys his or her documentation during flight, or if the passenger will not surrender travel documents to be held by the flight crew, against receipt, when so requested by the Carrier; or
8.1.6 Carrier may deny boarding if the ticket:
18.104.22.168 Has been acquired unlawfully or has been purchased from an entity other than the issuing Carrier or its authorised Agent, or
22.214.171.124 Has been reported as being lost or stolen, or
126.96.36.199 Is a counterfeit ticket, or
188.8.131.52 Carrier may deny boarding if any flight or electronic coupon has been altered by anyone other than Carrier or its authorised Agent, or in the case of a flight coupon, has been mutilated, and Carrier reserves the right to retain such ticket, or
8.1.7 Carrier may deny boarding if the person presenting the ticket cannot prove that he or she is the person named in the ticket. The Carrier reserves the right to retain such paper ticket.
8.2 UNACCEPTABLE BEHAVIOUR
8.2.1 If, while passenger is on board the aircraft, the Carrier reasonably believes that passenger has:
- put the aircraft, or any person in it, in danger;
- deliberately interfered with the crew in carrying out their duties;
- failed to obey the instructions of the crew relating to safety or security;
- failed to obey the seat-belt or no-smoking signs;
- committed a criminal offence;
- allowed passenger’s physical or mental state to become affected by alcohol or drugs;
- failed to obey the crew's instructions relating to alcohol, drugs, or tobacco;
- made a hoax bomb or other security threat;
- behaved in a threatening, abusive, insulting or disorderly way towards the crew or other passengers; or
- behaved in a way which causes discomfort, inconvenience, damage or injury to the crew or other passengers;
-behaved in a manner to which other passengers may reasonably object,
then, in that event, the carrier may take any measures it thinks reasonable including restraint as a result of the above behaviour. When the aircraft lands, the carrier may decide to:
- make passenger leave the aircraft and cancel any and all parts of passenger’s ticket
- refuse to carry passenger on the remaining sectors of the journey shown on passenger’s ticket;
- refuse to offer a refund
-refuse any compensation or indemnification to passenger arising out of passenger’s conduct;
-refuse to carry passenger on future flights; and
-report the incident on board the aircraft to the appropriate authorities for prosecution for any criminal offences passenger might have committed.
8.2.2 Diversion costs caused by unacceptable behaviour
If, as a result of passenger’s behaviour, the carrier diverts the aircraft to an unscheduled place of destination and makes passenger leave the aircraft, passenger must pay the carrier the reasonable and proper costs of the diversion and indemnify the carrier for all expenses, damage or losses caused by passenger’s conduct.
8.3 LIMITATION ON CARRIAGE
Acceptance for carriage of unaccompanied children, incapacitated persons, pregnant women or persons with illness may be subject to prior arrangement with Carrier, in accordance with Carrier’s Regulations. Passengers with disabilities who have advised the Carrier of any special requirements that they have at the time of ticketing, and have been accepted by the Carrier, shall not subsequently be refused carriage on the basis of such disability or special requirements, but the Carrier’s Regulations or government regulations may apply to the transportation of such passengers. Subject to any applicable laws, the Carrier may, at its discretion, levy a charge for the provision of these services. All or some of the requirements of this Article 8.3 may not apply to passengers with disabilities travelling to or from the United States or to or from Europe.
Article 9 — Baggage
9.1 ITEMS UNACCEPTABLE AS BAGGAGE
9.1.1 The passenger shall not include in his or her baggage:
9.1.1. items that do not constitute baggage as defined in Article 1 hereof:
184.108.40.206 items which are likely to endanger the aircraft or persons or property on board the aircraft, such as those specified in the International Civil Aviation (ICAO) Technical Instructions for the Safe Transport of Dangerous Goods by Air and the International Air Transport Association (IATA) Dangerous Goods Regulations, and in Carrier’s Regulations (further information is available from Carrier on request);
220.127.116.11 items the carriage of which is prohibited by the applicable laws, regulations or orders of any state to be flown from, to or over;
18.104.22.168 items, which in the opinion of Carrier are unsuitable for carriage by reason of their weight, size or character, such as fragile or perishable items;
22.214.171.124 live animals, except as provided for in 9.10.
9.1.2 Firearms and ammunition other than for hunting and sporting purposes are prohibited from carriage as baggage. Firearms and ammunition for hunting and sporting purposes may be accepted as checked baggage in accordance with Carrier’s Regulations. Firearms must be unloaded with the safety catch on, and suitably packed. Carriage of ammunition is subject to ICAO and IATA regulations as specified in 126.96.36.199.
9.1.3 Weapons such as antique firearms, swords, knives and similar items may be accepted as checked baggage, in accordance with Carrier’s Regulations, but will not be permitted in the cabin.
9.1.4 If any items referred to in 9.1.1 and 9.1.2 are carried, whether or not they are prohibited from carriage as baggage, the carriage thereof shall be subject to the charges, limitations of liability and other provisions of these Conditions applicable to the carriage of baggage.
9.2 RIGHT TO REFUSE CARRIAGE
9.2.1 Carrier may refuse carriage as baggage of such items described in 9.1 as are prohibited from carriage as baggage and may refuse further carriage of any such items on discovery thereof.
9.2.2 Carrier may refuse to carry as baggage any item because of its size, shape, weight or character, subject to any governing law or regulations.
9.2.3 Unless advance arrangements for its carriage have been made with Carrier, Carrier may carry on later flights baggage, which is in excess of the applicable free allowance.
9.2.4 Carrier may refuse to accept baggage as checked baggage unless it is properly packed in suitcases or other suitable containers to ensure safe carriage with ordinary care in handling.
9.3 RIGHT OF SEARCH
For reasons of safety and security, Carrier may request the passenger to permit a search to be made of his or her person and his or her baggage, and may search or have searched the passenger’s baggage in his or her absence if the passenger is not available, for the purpose of determining whether he or she is in possession of or whether his or her baggage contains any item described in 9.1.1 or any arms or munitions which have not been presented to Carrier in accordance with 9.1.2. If the passenger is unwilling to comply with such request Carrier may refuse to carry the passenger or baggage.
9.4 CHECKED BAGGAGE
9.4.1 Upon delivery to Carrier of baggage to be checked, Carrier shall take custody thereof and issue a baggage identification tag for each piece of checked baggage.
If baggage has no name, initials or other personal identification, the passenger shall affix such identification to the baggage prior to acceptance.
Checked baggage will be carried on the same aircraft as the passenger unless Carrier decides that this is impracticable, in which case Carrier will carry the checked baggage on Carrier’s next flight on which space is available.
Checked Baggage Allowances
Passengers (except Infants) are allowed the following baggage:
Piece Allowance Weight
First and Business Class: 2 pieces 70 lbs
Economy: 1 piece 50 lbs
Total dimensions of baggage must not exceed 62 inches. Total dimensions are measured by adding together the height, width and depth of the bag.
Infants: collapsible stroller or pushchair and one piece with a maximum weight of 22lbs (10kgs).
Carrier reserves the right to refuse to carry as baggage any bag weighing in excess of 70 lbs.
9.5 FREE BAGGAGE ALLOWANCE
Passengers may carry free of charge baggage as specified and subject to the conditions and limitations in Carrier’s Regulations which are available from Carrier’s Authorised Agents or at Carrier’s airport or sales offices.
9.6 EXCESS BAGGAGE
A passenger shall pay a charge for the carriage of baggage in excess of the free baggage allowance at the rate and in the manner provided in Carrier’s Regulations. These rates are available from the Carrier upon request and are available at Carrier’s airport and sales offices.
9.7 EXCESS VALUE DECLARATION AND CHARGE
9.7.1 If, in accordance with Carrier’s Regulations, Carrier offers an excess valuation facility, a passenger may declare a value for checked baggage in excess of the applicable liability limits. If the passenger makes such a declaration the passenger shall pay any applicable charges.
9.7.2 Carrier will refuse to accept an excess value declaration on checked baggage when a portion of the carriage is to be provided by another Carrier, which does not offer the facility.
9.8 UNCHECKED BAGGAGE
Baggage that the passenger carries on to the aircraft must fit under the seat in front of the passenger or in an enclosed storage compartment in the cabin. Items determined by Carrier to be of excessive weight or size will not be permitted in the cabin.
Objects not suitable for transport in the cargo compartment (such as delicate musical instruments and the like) will only be accepted for transportation in the cabin compartment if due notice has been given in advance and permission granted by Carrier. The transport of such objects may be charged for separately.
Carrier is not liable for any loss passenger may suffer caused as a result of leaving cabin baggage or any personal belongings on an aircraft when the passenger disembarks or if the passenger leaves any belongings in the airport terminal lounge.
Carry On Baggage Allowance
Passengers are allowed the following baggage:
Piece Allowance Weight
One piece 45 inches maximum
22 lbs maximum
9.9 COLLECTIONS AND DELIVERY OF BAGGAGE
9.9.1 The passenger shall collect his or her baggage as soon as it is available for collection at places of destination or stopover. If the passenger does not collect his or her baggage within a reasonable time, Carrier may charge passenger a storage fee. Should baggage not be claimed within three (3) months from the time it is made available, Carrier may dispose of it without any liability.
9.9.2 Only the bearer of the baggage check and identification tag, delivered to the passenger at the time the baggage was checked, is entitled to delivery of baggage. Failure to exhibit the baggage identification tag shall not prevent delivery provided the baggage check is produced and the baggage is identified by other means.
9.9.3 If a person claiming the baggage is unable to produce the baggage check and identify the baggage by means of a baggage (identification) tag, Carrier will deliver the baggage to such person only on condition that he or she establishes to Carrier’s satisfaction his or her right thereto, and if required by Carrier, such person shall furnish adequate security to indemnify Carrier for any loss, damage or expense which may be incurred by Carrier as a result of such delivery.
9.9.4 Acceptance of baggage by the bearer of the baggage check without complaint at the time of delivery is prima facie evidence that the baggage has been delivered in good condition and in accordance with the contract of carriage.
9.9.5 If a passenger picks up the wrong bag or other baggage from the baggage carousel, it is the passenger’s responsibility immediately to return the bag or baggage at his own cost to the baggage claims officer or airport manager at the airport where the passenger collected it.
9.9.6 In the case of a delay in receiving checked-in luggage from the Carrier, when the passenger is away from his country of domicile, the Carrier will reimburse the passenger for the purchase of necessary items and clothing a.k.a. "first necessities" while waiting for delayed luggage. The amount of such reimbursement shall be determined by the Carrier in accordance with its local station rules.
9.10.1 Animals such as dogs, cats, household birds and other pets, when properly crated and accompanied by valid health and vaccination certificates, entry permits, and other documents required by countries of entry or transit will, with the advance agreement of Carrier, be accepted for carriage, subject to Government and Carrier’s Regulations.
9.10.2 If accepted as baggage, the animal, together with its container and food carried, shall not be included in the free baggage allowance of the passenger but constitute excess baggage, for which the passenger shall pay the applicable rate.
9.10.3 Guide dogs or other service animals accompanying disabled passengers together with containers and food, will be carried free of charge in addition to the normal free baggage allowance, subject to Government and Carrier’s Regulations.
9.10.4 Acceptance for carriage of animals and is subject to the condition that the passenger assumes full responsibility for such animal. Carrier shall not be liable for injury to or loss, delay, sickness or death of such animal in the event that it is refused entry into or passage through any country, state or territory.
Article 10 — Schedules, Cancellation of Flights
Carrier undertakes to use its best efforts to carry the passenger and his or her baggage with reasonable dispatch and to adhere to published schedules in effect on the date of travel. Times shown in timetables or elsewhere are not guaranteed and form no part of this contract. Carrier may without notice substitute carriers or aircraft, and may alter or omit stopping places shown on the ticket in the case of necessity. Schedules are subject to change without notice. Carrier accepts no responsibility or liability for any claimed losses due to a schedule change or delay.
10.2 CANCELLATION, CHANGES OF SCHEDULE, ETC.
If due to circumstances beyond its control Carrier cancels or delays a flight, is unable to provide previously confirmed space, fails to stop at a passenger’s stopover or destination point, or causes the passenger to miss a connecting flight on which the passenger holds a reservation, Carrier shall either:
10.2.1 carry the passenger on another of its scheduled passenger services on which space is available; or
10.2.2 re-route the passenger to the destination indicated on the ticket or applicable portion thereof by its own scheduled services or the scheduled services of another carrier, or by means of surface transportation. If the sum of the fare, excess baggage charge and any applicable service charge for the revised routing is higher than the refund value of the ticket or applicable portion thereof, Carrier shall require no additional fare or charge from the passenger, and shall refund the difference if the fare and charges for the revised routing are lower; or
10.2.3 make a refund in accordance with the provisions of Article 11; and shall be under no further liability to the passenger.
10.3 If Carrier is unable to provide previously confirmed space, Carrier shall provide compensation pursuant to its denied boarding compensation policy and applicable law.
10.4 Except in the case of its acts or omissions done with intent to cause damage or recklessly and with knowledge that damage would probably result, Carrier shall not be liable for errors or omissions in timetables or other published schedules, or for representations made by employees, agents or representatives of Carrier.
Article 11 — Refunds
On failure by Carrier to provide carriage in accordance with the contract of carriage, or where a passenger requests a voluntary change of his or her arrangements, refund for an unused ticket or portion thereof shall be made by Carrier in accordance with this Article and with Carrier’s Regulations.
11.2 PERSON TO WHOM REFUND WILL BE MADE
11.2.1 Except as hereinafter provided in this Article, Carrier shall be entitled to make refund either to the person named in the ticket, or to the person who has paid for the ticket upon presentation of satisfactory proof.
11.2.2 If a person other than the passenger named in the ticket has paid for the ticket, and Carrier has indicated on the ticket that there is a restriction on refund, Carrier shall make a refund only to the person paying for the ticket or to that person’s order.
11.2.3 Except in the case of lost tickets, refunds will only be made on surrender to Carrier of the passenger coupon or passenger receipt and surrender of all unused flight coupons.
11.2.4 A refund made to anyone presenting the passenger coupon or passenger receipt and all unused flight coupons and holding himself or herself out as a person to whom refund may be made in terms of 11.2.1 or 11.2.2 shall be deemed a proper refund and shall discharge Carrier from liability and any further claim for refund.
11.3 INVOLUNTARY REFUNDS
If Carrier cancels a flight, fails to operate a flight reasonably according to schedule, fails to stop at a point to which the passenger is destined or ticketed to stop over, or is unable to provide previously confirmed space, the amount of the refund shall be:
11.3.1 if no portion of the ticket has been used, an amount equal to the fare and charges paid;
11.3.2 if a portion of the ticket has been used, in addition to taxes or other fees collected, the refund will be the higher of:
188.8.131.52 the one way fare (less applicable discounts and charges) from point of interruption to destination or point of next stopover, or
184.108.40.206 the difference between the fare paid and the fare for the transportation used.
11.4 VOLUNTARY REFUNDS
If the passenger wishes a refund of his or her ticket for reasons other than those set out in Paragraphs of this Article, the amount of the refund shall be subject to the rules of the airfare purchased. Subject to those rules, the following conditions will apply:
11.4.1 if no portion of the ticket has been used, an amount equal to the fare and charges paid, less any applicable service charges or cancellation fees as contained in the Carrier’s regulations;
11.4.2 if a portion of the ticket has been used, the refund will be an amount equal to the difference between the fare and charges paid and the applicable fare and charges for travel between the points for which the ticket has been used, less any applicable service charges or cancellation fees.
11.5 REFUND ON LOST TICKET
11.5.1 If a ticket or portion thereof is lost, refund will be made upon proof of loss satisfactory to Carrier and upon payment of any applicable service charge, subject to the rules and conditions of the airfare purchased, on condition:
220.127.116.11 that the lost ticket, or portion thereof, has not been used, previously refunded or replaced;
18.104.22.168 that the person to whom the refund is made under- takes, in such form as may be prescribed by Carrier, to repay to carrier the amount refunded in the event and to the extent that the lost ticket or portion thereof is used by any person or that refund thereof is made to any person in possession of the ticket.
11.6 RIGHT TO REFUSE REFUND
11.6.1 After the expiry of the validity of the ticket, Carrier may refuse refund when application therefore is made later than the time prescribed in Carrier’s Regulations.
11.6.2 Carrier may refuse refund on a ticket which has been presented to Carrier or to Government officials of a country as evidence of intention to depart therefrom, unless the passenger establishes to the Carrier’s satisfaction that he or she has permission to remain in the country or that he or she will depart therefrom by another carrier or another means of transport.
11.6.3 The Carrier may refuse to refund a ticket if the Carrier’s failure to provide carriage in accordance with the contract of carriage is due to a government security directive.
11.6.4 The Carrier may refuse any refund for date change fee, cancellation fee or the purchase price of a new ticket on a connecting airline if the original ticket of the connecting airline was (a) not purchased and written as a "through fare" on one conjunction ticket using one airfare, (b) not shown on the same passenger name record (PNR) as the Carrier’s flight, and (c) not booked as one continuous reservation.
All refunds will be subject to Government laws, rules and regulations or orders of the country in which the ticket was originally purchased and of the country in which the refund is being made. Subject to the foregoing provision, refunds will normally be made in the currency in which the ticket was paid for, but may be made in another currency in accordance with Carrier’s Regulations.
11.8 BY WHOM TICKET REFUNDABLE
Voluntary refunds will be made only by the Carrier which originally issued the ticket or by its Agent if so authorised.
Article 12 — Prohibited Devices
The passenger may not operate aboard the aircraft portable radios, electronic games or transmitting devices including radio controlled toys and walkie-talkies. The passenger shall not operate any other electronic devices on board without Carrier’s permission, except that portable recorders, hearing aids and heart pacemakers may be used. The passenger shall at all times adhere to all applicable government security regulations.
Article 13 — Arrangements by Carrier
If in the course of concluding the contract of carriage by air, Carrier also agrees to make arrangements for the provision of additional services, Carrier shall have no liability to the passenger arising from such arrangements.
Article 14 — Administrative Formalities
The passenger shall be solely responsible for complying with all laws, regulations, orders, demands and travel requirements of countries to be flown from, into or over, and with Carrier’s Regulations and instructions. Carrier shall not be liable for any aid or information given by any agent or employee of Carrier to any passenger in connection with obtaining necessary documents or visas or complying with such laws, regulations, orders, demands, and requirements, whether given in writing or otherwise; or for the consequences to any passenger resulting from his or her failure to obtain such documents or visas or to comply with such laws, regulations, orders, demands, requirements, rules or instructions.
14.2 TRAVEL DOCUMENTS
The passenger shall present all exit, entry, health and other documents required by laws, regulations, orders, demands or requirements of the countries concerned, and permit Carrier to take and retain copies thereof. Carrier reserves the right to refuse carriage of any passenger who has not complied with applicable laws, regulations, orders, demands or requirements or whose documents do not appear to be in order, or who does not permit Carrier to take and retain copies thereof.
14.3 REFUSAL OF ENTRY
The passenger agrees to pay the applicable fare whenever Carrier, on Government order, is required to return a passenger to his or her point of origin or elsewhere, owing to the passenger’s inadmissibility into a country whether of transit or of destination. Carrier may apply to the payment of such fare any funds paid to Carrier for unused carriage, or any funds of the passenger in the possession of Carrier. The fare collected for carriage to the point of refusal of entry or deportation will not be refunded by Carrier.
14.4 PASSENGER RESPONSIBLE FOR FINES, DETENTION COSTS, ETC.
If Carrier is required to pay or deposit any fine or penalty or to incur any expenditure by reason of the passenger’s failure to comply with laws, regulations, orders, demands and travel requirements of the countries concerned or to produce the required documents, the passenger shall on demand reimburse to Carrier any amount so paid or deposited and any expenditure so incurred. Carrier may use towards such expenditure any funds paid to Carrier for unused carriage, or any funds of the passenger in the possession of Carrier.
14.5 CUSTOMS INSPECTION
If required, the passenger shall attend inspection of his baggage, checked or unchecked, by customs or other Government officials. Carrier is not liable to the passenger for any loss or damage suffered by the passenger through failure to comply with this requirement.
14.6 SECURITY INSPECTION
The passenger shall submit to any security checks by Government or airport officials or by Carrier.
Article 15 — Successive Carriers
Carriage to be performed by several successive Carriers under one ticket, or under a ticket and any conjunction ticket issued in connection therewith, is regarded as a single operation.
Article 16 — Liability for Damage
16.1 If your journey has a destination or stop in another country other than the one from which you depart, a treaty known as the Warsaw Convention or the Montreal Convention may govern the liability of all airlines involved in your journey and may limit the amount of damages that can be recovered for your death or injury. However, many airlines have voluntarily agreed to waive those limits (in whole or in part).
16.1.1 Air Tahiti Nui will not rely on the limitation in Article 22 (1) of the Warsaw Convention or the Warsaw Convention as amended at The Hague for any claim for recoverable compensatory damages arising under Article 17 of that Convention.
16.1.2 Air Tahiti Nui will not rely on any defense under Article 20 (1) of the Warsaw Convention.
16.1.3 Except as otherwise provided in paragraphs 16.1.1 and 16.1.2 hereof, the Carrier reserves all defenses available under the Convention to such claims. With respect to third parties, the Carrier reserves all rights of recourse against any other person, including without limitation, rights of contribution and indemnity.
16.1.4 In addition, in cases of death or bodily injury, if required by law, Air Tahiti Nui will make advance payments to the person entitled to compensation, if required, to meet immediate economic needs, in proportion to the hardship suffered. The amount being advanced will be limited to the amount in the applicable treaty.
16.1.5. The payment of such an advance is not an acceptance of our liability and will be deducted from any additional liability we are required to pay, as applicable. If it is subsequently proven that you caused or contributed to your own death or injury through your own actions or negligence, or if your death was caused or contributed to by an existing sickness or impairment, you will have to return the advance payment to us. The advance payment will also have to be returned if its recipient caused or contributed to the death or injury through negligence, or is not entitled to compensatory damages.
16.2 In carriage, which is not international carriage to which the Convention applies:
16.2.1 Carrier shall be liable for damage to a passenger or his or her checked baggage only if such damage has been caused by the negligence of Carrier. If there has been contributory negligence on the part of the passenger, Carrier’s liability shall be subject to the applicable law relating to contributory negligence;
16.2.2 Except in the case of acts or omissions of Carrier done with intent to cause damage or recklessly and with knowledge that damage would probably result:
22.214.171.124 the liability of Carrier with respect to each passenger for death, wounding or other bodily injury shall be limited to the sum of 100,000 SDRs proven damages, provided that if in accordance with applicable law a different limit of liability is applicable such different limit shall apply,
126.96.36.199 with respect to delay, Carrier shall be under no liability except as provided in these Conditions of Carriage.
16.3 To the extent not in conflict with the foregoing and whether or not the Convention applies:
16.3.1 Carrier is liable only for damage occurring on its own line. A Carrier issuing a ticket or checking baggage over the lines of another Carrier does so only as agent for such other Carrier. Nevertheless, with respect to checked baggage the passenger shall also have a right of action against the first or last Carrier;
16.3.2 Carrier is not liable for damage to unchecked baggage unless such damage is caused by the negligence of Carrier. If there has been contributory negligence on the part of the passenger, Carrier’s liability shall be subject to the applicable law relating to contributory negligence;
16.3.3 Carrier is not liable for any damage arising from its compliance with any laws or Government regulations, orders or requirements, or from failure of the passenger to comply with the same, nor is it liable for normal wear and tear caused during carriage..
16.3.4 The liability of the Carrier in the case of destruction, loss, partial loss, theft, damage or delay of baggage, checked or unchecked, shall be limited by the Warsaw Convention or the Montreal Convention, whichever is applicable, and where neither the Warsaw Convention nor the Montreal Convention is applicable, the limit provided by the Montreal Convention shall apply, unless the passenger made a special declaration of value at the time of delivery and paid a supplementary sum requested by Carrier. Where the Warsaw Convention applies, if the weight of the baggage is not recorded on the baggage check, it is presumed that the total weight of the checked baggage does not exceed the applicable free baggage allowance for the class of service concerned, as provided in Carrier’s Regulations. If in the case of checked baggage a higher value is declared pursuant to 9.7, the liability of Carrier shall be limited to such higher declared value;
16.3.5 Carrier’s liability shall not exceed the amount of proven damages. Carrier shall furthermore not be liable for indirect or consequential damages;
16.3.6 Carrier is not liable for injury to a passenger or for damage to a passenger’s baggage caused by property contained in such passenger’s baggage. Any passenger whose property causes injury to another person or damage to another person’s property or to the property of Carrier shall indemnify Carrier for all losses and expenses incurred by Carrier as a result thereof;
16.3.7 if a passenger is carried whose age or mental or physical condition is such as to involve any hazard or risk to himself or herself, Carrier shall not be liable for any illness, injury or disability, including death, attributable to such condition or for the aggravation of such condition;
16.3.8 any exclusion, limitation of liability or defense of the Carrier to claimed liability shall apply to and be for the benefit of agents, employees and representatives of Carrier and any person whose aircraft is used by Carrier and such person’s agents, employees and representatives. The aggregate amount recoverable from Carrier and from such agents, employees, representatives and person shall not exceed the amount of Carrier’s limit of liability.
16.4 Unless so expressly provided nothing herein contained shall waive any exclusion or limitation of liability of Carrier under the Convention or applicable laws.
Article 17 — Time Limitation on Claims and Actions
17.1 NOTICE OF CLAIMS
No action shall lie in the case of damage to checked baggage unless the person entitled to delivery complains to Carrier forthwith after the discovery of the damage, and, at the latest, within seven (7) days from the date of receipt; and in the case of delay, unless the complaint is made at the latest within twenty-one (21) days from the date on which the baggage has been placed at his or her disposal. Every complaint must be made in writing and dispatched within the times aforesaid.
17.2 LIMITATION OF ACTIONS
Any right to damages shall be extinguished if an action is not brought within two (2) years from the date of arrival at the destination, or from the date on which the aircraft ought to have arrived, or from the date on which the carriage stopped. The method of calculating the period of limitation shall be determined by the law of the court seized of the case.
Article 18 — Modification and Waiver
No Agent, employee or representative of Carrier has authority to alter, modify or waive any provision of these Conditions of Carriage.
Article 19 — Customers Traveling on International Flights to/from/via the U.S. Operated by Codeshare Partners
When Carrier is the marketing carrier on an international flight to/from/via the U.S. operated by one of Carrier’s codeshare partners, Carrier accepts responsibility for the entirety of the codeshare journey for all obligations established in this document.
If a flight is ticketed by Air Tahiti Nui but operated by a codeshare partner, the codeshare partner’s Contingency Plan for Lengthy Tarmac Delays will apply in the event of a lengthy tarmac delay at a U.S. airport.
For a customer traveling on an international flight to/from/via the U.S. operated by one of Carrier’s codeshare partners, please visit the web site of the operating carrier or call Carrier’s reservations services at _____________ in order to inquire about rules of the operating carrier that may differ from Carrier’s rules. Areas where there is a variance in the rules applied by some of the codeshare partners operating flights that are marketed by Carrier include the following:
_ Check-in time limits
_ Unaccompanied minors
_ Carriage of animals
_ Refusal to transport
_ Oxygen service
_ Irregular operations
_ Denied boarding compensation
_ Baggage acceptance, allowance, and liability
For links to the web sites of the operating carriers with whom Carrier codeshares, please click here: [place website link here].
Air Tahiti Nui .
(Name of Carrier)
(Abbreviation of Name)
Air Tahiti Nui is committed to providing the highest possible customer experience to all its passengers. This Tarmac Delay Contingency Plan is in accordance with U.S. DOT regulations. This Plan applies only to flights departing from or arriving at U.S. airports. It does not apply at any airport outside the U.S. A tarmac delay commences when the door of the aircraft is closed, passengers are no longer allowed to deplane, or passengers are not aware that they have the opportunity to deplane.
Air Tahiti Nui assures its customers that, for international flights covered by this Plan:
We will not permit an aircraft to remain on the tarmac at a U.S. airport for more than four (4) hours before allowing passengers to deplane, unless: (i) The pilot-in-command determines there is a safety-related or security-related reason why the aircraft cannot leave its position on the tarmac to deplane passengers; or (ii) Air traffic control advises the pilot-in-command that returning to the gate or another disembarkation point elsewhere in order to deplane passengers would significantly disrupt airport operations.
We will provide adequate food and potable water no later than two (2) hours after the aircraft leaves the gate (in the case of departure) or touches down (in the case of arrival) if the aircraft remains on the tarmac, unless the pilot-in-command determines that safety or security considerations preclude such service.
We will provide operable lavatory facilities while the aircraft remains on the tarmac.
We will request medical attention from Airport Authorities if needed while the aircraft remains on the tarmac.
We will notify passengers aboard the delayed flight of the delay’s status every 30 minutes while the aircraft is delayed, including the reasons for the delay if they are known.
We will notify passengers beginning 30 minutes after scheduled departure time (including any revised departure time that passengers were notified about before boarding) and every 30 minutes thereafter that they have the opportunity to deplane from an aircraft if the opportunity to deplane actually exists. Passengers who choose to deplane may not be permitted to re-board and will be notified of this possibility if it exists.
We have sufficient resources to implement this Plan.
We have coordinated this Plan with airport authorities (including terminal facility operators where applicable) at each large, medium, small, and non- hub U.S. airport that we serve, including our regular U.S. diversion airports.
We have coordinated this Plan with U.S. Customs and Border Protection at each large, medium, small, and non- hub U.S. airports that we regularly use for international flights, including our diversion airports.
We have coordinated this Plan with the Transportation Security Administration at each U.S. airport that we serve, including diversion airports.
When one of our flights experiences a lengthy tarmac delay, our flight operations staff and flight crew will monitor the situation and strive to ensure our customers’ needs are met and that our actions fully comply with DOT regulations.
If we, after consulting with our flight crew and the applicable airport authority, determine that the conditions are safe, we may deplane passengers at a terminal gate or at a designated aircraft parking position. If a terminal is not available, we may provide stairs and transportation back to the terminal building. In the event passengers are deplaned, we reserve the right to refuse re-boarding. Passengers who deplane and are permitted to re-board must present their boarding passes prior to re-boarding the aircraft.
Customers will be offered a snack or food and water during lengthy tarmac delays. However, in some cases full food and beverage services may not be available. Regardless the provision of food and water will commence no later than two (2) hours after the aircraft leaves the gate (in the case of a departure) or touches down (in the case of an arrival) while the aircraft remains on the tarmac, provided that the pilot-in-command has indicated that their provision is safe.
All of our aircraft are equipped with onboard lavatory facilities, and these facilities will be available to our passengers during a lengthy tarmac delay, provided that the pilot-in-command has indicated it is safe for passengers to move freely through the cabin.
In the event a passenger deplanes the aircraft, they do so at their own risk. Air Tahiti Nui is not required and does not guaranty that a passenger will be re-boarded on the flight. The passenger may be subject to change or cancellation fees applicable to their ticket and new departure.
In the event of a code share flight, the Tarmac delay plan of the airline operating the flight will apply.
This Contingency Plan for Lengthy Tarmac Delays does not create contractual or legal rights, nor legally bind Air Tahiti Nui for actions taken in conformance of this plan. Air Tahiti Nui’s contractual rights and obligations are listed in the company’s Conditions of Carriage and applicable tariffs. These resources provide customers with additional information on the matters discussed herein, and should be carefully reviewed to ensure that customers fully understand their rights and our obligations.
Air Tahiti Nui ( North American airports) will retain on file for a period of two (2) years information about any tarmac delay at a U.S. airport that exceeds three (3) hours. The information to be retained will include:
- Flight number and name
- Length and reason for the delay
- Services provided to passengers such as food, water, restroom and medical
- Whether the flight ultimately took off or was cancelled
Air Tahiti Nui is committed to providing all of its passengers with the highest level of customer service. Accordingly, the airline will provide the following services which are applicable on all of our scheduled and charter flights to and from the United States, with certain provisions if your ticket has been purchased outside of the United States or if a specific event occurs outside of the United States. In accordance with DOT’s rule, our Customer Service Plan covers the following topics:
Notifying Our Customers of the Lowest Fares
When a customer inquires about a fare or makes a reservation by calling our reservation center, visiting our website, or speaking to a representative at one of our ticket counters, we will inform them that the lowest fare offered by us on a particular ticket may be available elsewhere if that is the case.
Allowing Our Customers to Keep and/or Cancel Reservations for 24 Hours
When you make a reservation with us, we will allow you to cancel your reservation without penalty for 24 hours, so long as you make the reservation at least one week prior to the flight’s departure. Refund of payment will be made within 7 days if payment by credit card and 20 days if by check or cash. If you have questions regarding these polices, please speak to a Customer Service Representative.
Disclosing Travel Policies that may Affect Our Customers’ Travel
For online reservations, information on cancellation penalties will be available during the booking process. For call centers bookings, the information will be provided by one of our reservations agents and you may refer to our website. Terms and conditions of the Club Tiare frequent flyer program can be found on our website here. Aircraft seating configuration and lavatory availability can be viewed here.
Providing Our Customers with Prompt Ticket Refunds
We will, to the best of our ability, strive to process eligible refunds in the time frames listed below, if your ticket was purchased in the United States. Please note that refunds cannot be processed until we receive all necessary information from the passenger and that some tickets are not refundable. Customers may apply for a refund for unused tickets by sending in the mail the following information:
a. A copy of the ticket or the ticket number;
b. Passenger’s original form of payment which if by credit card must include credit card number, credit card type, and expiration date;
c. Email or written address to send receipt;
d. If payment is by cash or check, please also provide a current mailing address and name to whom payment should be refunded.
Upon receipt of the correct information, the airline will process a refund within seven (7) days for credit card purchase and twenty (20) days for cash or checks. This applies for tickets purchased in the U.S.
In certain circumstances including flight cancellations and oversales, we will refund fees charged to a passenger for optional services that the passenger was unable to use.
It may take credit card refunds multiple billing cycles to appear on your credit card statement. Please contact your credit card company to ensure the refund was properly processed.
All refund requests must be sent to:
Air Tahiti Nui, Refund Accounting
5959 West Century Blvd, Suite 1400
Los Angeles, CA 90045
In some circumstances, such as lost ticket refunds, adjustment refunds, and refunds for tickets purchased outside the United States, we cannot accommodate refund requests within the time frames listed above.
Notifying Our Customers of Itinerary Changes
We will strive to notify you as quickly as possible of any changes in your travel itinerary. If you have a question about an upcoming flight, please call us in the United States at 1 (877) 824-4846.
Notifying Our Customers of Flight Delays, Cancellations, and Diversions
On applicable flights, we will notify ticket-holding passengers and the general public if the flight’s status changes. In the event ticket-holding passengers have not provided contact information to us, we shall notify the booking agent, who shall be the responsible party to inform the ticket holder.
A change in the flight’s status is defined as a cancellation, diversion, or a delay of more than 30 minutes. For flights at a US airport, we will notify passengers and the general public of flight status changes within 30 minutes after we learn of the change. We will notify customers and agents of any change as soon as possible. If we become aware of additional changes to a flight’s status, we will notify passengers and the general public within 30 minutes, or as soon as possible, after we learn of the additional change. We will provide flight status information to passengers in the boarding gate area for the flight at a U.S. airport, on our website and telephone reservation system, and also upon inquiry from any person.
To the extent that flight status displays or other informational displays are controlled by Air Tahiti Nui at the U.S. airport where the flight has been delayed, cancelled, or diverted, we will use such displays to notify customers of the flight’s status change within 30 minutes or as soon as possible after we learn of the change. If the display system is controlled by the airport, we will provide airport authorities with the necessary flight information within 30 minutes after we learn of the change.
Properly Accommodating Our Customers’ Needs During Extraordinary Delays
When one of our flights experiences a lengthy tarmac delay, our “Contingency Plan for Lengthy Tarmac Delays” will be activated to ensure that our customers’ needs are properly accommodated during the delay.
You can view our Contingency Plan for Lengthy Tarmac Delays
Identifying the Services we Offer to Mitigate Inconveniences that Result from Flight Cancellations and Diversions
When one of our flights is cancelled and you miss a connection, we offer various services to mitigate any inconvenience you may experience. If your onward connection is booked on a separate ticket with another airline, this constitutes a separate contract of carriage with that airline. In this case, should your Air Tahiti Nui flight be delayed, you should proceed directly to the connecting airline and re-arrange your onward travel with them. If your onward flight with another airline is written on the same ticket as the Air Tahiti Nui flight, then Air Tahiti Nui will assist you in making new onward flight arrangements.
In the event of a cancellation or significant delay, we will do our best to reroute you on our next flight with available seats. Occasionally, one of our flights is diverted because of, for example, severe weather or a medical emergency, and forced to land at a different location than what was intended. In such cases, we will try to inform you before departure if we believe a diversion is possible and if the decision to divert is made after takeoff, the flight crew will inform you. If your diverted flight is diverted and subsequently cancelled, we will try to reroute you on another flight as soon as possible.
Delivering Our Customers’ Baggage on Time
Air Tahiti Nui will make every effort to ensure that your bags travel on the same flight as you. In cases where your travel originated with another carrier, our ability to deliver your bag on a timely basis is dependent on receiving the bag from that previous carrier. In the event that your baggage does not arrive with you, your immediate responsibility is to file a missing baggage claim prior to leaving the airport. This will help us locate your baggage and also allow us to explain the baggage recovery process. At the time that you file the missing baggage report you will be provided with a local baggage number which is (310) 258-9913 ext. 25. You will receive periodic notifications regarding the status of your baggage.
Air Tahiti Nui will make every effort to return your baggage within 24 hours. Once a delayed or misrouted bag is located, a delivery company will return the bag to your local address at our expense. Listed below are some circumstances that may inhibit our ability to return your bags within 24 hours.
• No local name/address/phone numbers are provided;
• You are located at a remote location or an “unreachable” address such as a cruise ship or a camping site;
• You changed your delivery address but did not notify us;
• We have limited flight schedules to your destination; or
• Operational circumstances prevent ATN from being able to locate or deliver your bags within this timeframe.
When your missing baggage is located we will return it to you at your local address. If you have expenses because of such delays and are eligible to receive compensation under applicable treaties, we will compensate you for reasonable and necessary expenses as required by such treaties.
Properly Accommodating Our Customers with Disabilities and Special Needs
On covered flights, we will comply with all requirements of the DOT disability rules contained in Part 382. Interested customers can obtain a copy of Part 382 from the DOT by any of the following means:
• For calls made from within the United States, by telephone via the Toll-Free Hotline for Air Travelers with Disabilities at 1 (800) 778–4838 (voice) or 1 (800) 455–9880 (TTY).
• By telephone to the Aviation Consumer Protection Division at 1 (202) 366–2220 (voice) or 1 (202) 366–0511 (TTY).
• By mail to:
Air Consumer Protection Division, C–75,
U.S. Department of Transportation,
1200 New Jersey Ave., SE., West Building,
Washington, DC 20590
• On the Aviation Consumer Protection Division's Web site
If a flight is overbooked and more passengers with confirmed reservations are present at the gate for departure than can safely fit on the aircraft, we will request volunteers to give up their seat. Volunteers will be compensated and booked on an upcoming flight. If enough passengers do not voluntarily give up their seats, we will be forced to deny boarding involuntarily in accordance with our boarding priority rules. In most cases, passengers who are involuntarily denied boarding on covered flights are entitled to compensation under United States law. We will, of course treat passengers who are involuntarily “bumped” with fairness and consistency, allowing for the fact that the laws of the country in which your ticket was purchased and if the overbooking is occurring outside of the United States, may be different and may take precedent over US DOT rules. If you have questions or would like additional information on our overbooking policies and the compensation mentioned above, please review our Conditions of Carriage or speak to one of our Representatives.
Ensuring Responsiveness to Our Customers’ Complaints
If a passenger has an unsatisfactory experience on one of our flights or while interacting with one of our employees, they may file a formal complaint to our Customer Relations Department. Every customer complaint will be read and acknowledged in writing within 30 days of our receipt of the complaint. If this initial communication does not fully address the concerns raised, we will send a substantive written response to the customer within 60 days.
Customer Relations can be reached immediately by visiting our contact us page
Or by calling 1(855)835-9286
Or by writing through the U.S. Mail, and should be sent to:
Air Tahiti Nui - Customer Service
5959 West Century Blvd, Suite 1400
Los Angeles, CA 90045
Any written communication should contain the following information:
• The name of the passenger concerned;
• The ticket number;
• The date and flight # concerning the complaint;
• If not a complaint onboard the aircraft, the date and location of the event; and
• The nature of the event.
We also have an employee solely responsible for monitoring flight delays, cancellations, and lengthy tarmac delays and determining how these events impact our customers on an individual basis.
Important Information regarding this Customer Service Plan
This Customer Service Plan does not create contractual or legal rights, nor legally bind Air Tahiti Nui for actions taken in conformance with this plan. Air Tahiti Nui’s contractual rights and obligations are listed in the company’s conditions of carriage and applicable tariffs. These resources provide customers with additional information on the matters discussed herein, and should be carefully reviewed to ensure that customers fully understand their rights and our obligations.
Air Tahiti Nui will audit this plan at the end of each calendar year and this annual audit will be available to the DOT upon its request. The audit reports will be maintained for at least two (2) years by the airport manager at the U.S. airport served by Air Tahiti Nui.