Air Austral’s cancellation policy provides options for passengers to cancel flights, with conditions varying by fare type, timing, and circumstances. Below is a concise overview based on available information:
24-Hour Risk-Free Cancellation: You can cancel any flight booked through Air Austral’s website (www.air-austral.com), mobile app, or customer service within 24 hours of purchase for a full refund, regardless of fare type or cabin class (Economy, Premium Economy, Business). This applies to flights departing at least 7 days later (168 hours). No cancellation fees are charged, and refunds are credited to the original payment method within 7–21 business days.
Cancellations After 24 Hours:
- Non-Refundable Fares (e.g., Loisirs Gadiamb, Loisirs Promotion, Loisirs Malin): These are not refundable beyond the 24-hour window, except for unused airport taxes and fees. If a flight is marked as a no-show, remaining segments are automatically canceled, and no refund is issued.
- Refundable/Flexible Fares (e.g., FlexiPlus, Comfort Smart, Club Austral): These can be canceled with a full or partial refund, subject to fare rules. Cancellation fees vary by fare type, class, and route, typically ranging from USD 100–500. Refunds may be issued as cash or vouchers valid for 365 days from issuance. For tickets issued on or after June 29, 2022, cancellations are allowed within the ticket’s validity period (12 months from issuance for unused tickets, or 12 months from the first travel date for partially used tickets).
- No-Show Policy: If you fail to board without canceling, the ticket is considered used, and no refund is available, except for taxes on non-refunded fares.
Airline-Initiated Cancellations: If Air Austral cancels a flight, fails to operate as scheduled, misses a stopover, or causes a missed connection, you’re entitled to a full refund or rebooking on another flight. For flights departing from EU airports, EU Regulation EC 261/2004 may provide compensation up to €600 per person if the cancellation is notified less than 14 days before departure and is within the airline’s control (e.g., not due to extraordinary circumstances like weather or strikes). Compensation amounts depend on flight distance:
- Up to 1,500 km: €250
- 1,500–3,500 km: €400
- Over 3,500 km: €600 Refunds are issued for the full fare if no portion is used, or the difference between the paid fare and the unused portion, minus reasonable administrative fees.
Special Circumstances:
- Medical Emergencies or Death: Full refunds may be granted with documentation (e.g., medical certificate) for cancellations due to serious illness or death of a passenger or immediate family member.
- COVID-19 Cancellations: If a flight was canceled due to COVID-19, passengers are entitled to a full cash refund, regardless of fare type. Vouchers offered by the airline should be declined in favor of cash refunds, as upheld by the European Commission. Refund requests must be made before the ticket’s expiry (one year from issuance).
- Involuntary Downgrading: If placed in a lower class than booked, a refund for the fare difference is provided per EU Regulation EC 261/2004.
How to Cancel:
- Phone: Contact Air Austral’s customer service at +1-877-240-6770 (verify legitimacy). Provide booking details to process the cancellation.
- In-Person: Visit an Air Austral agency or airport ticket counter with your booking reference and ID.
- Travel Agents: If booked through a third party, contact the agent directly, as additional fees may apply. Refunds for agency bookings must be requested through the point of purchase.
Refunds:
- Refunds are processed to the person named on the ticket or the payer, with proof of transaction required. Refunds for unused tickets or portions are subject to fare rules and may incur administrative or cancellation fees.
- Non-refundable tickets allow refunds of airport taxes and fees only.
- Vouchers issued for cancellations are valid for one year and can be used on Air Austral or codeshare flights with Ewa Air. Vouchers are refundable after one year if unused, with requests submitted 15 days before expiry via the online refund form.
- Refunds typically take 7–21 days, depending on the payment method.
Additional Notes:
- Always check fare rules at booking, as conditions vary by fare type (e.g., Loisirs, Comfort, Club Austral) and route.
- EU/UK EC 261/2004 applies only to flights departing from EU/UK airports or arriving on EU/UK carriers. Flights from non-EU airports (e.g., Saint-Denis) are not covered unless operated by an EU airline.
- Some customer reviews on platforms like KAYAK note issues with transfers at Saint-Denis airport, but these do not directly impact the cancellation policy.
- For compensation claims, services like AirHelp or EUclaim can assist, with reported success rates of 97–98%.
