Overview
Air Tahiti Nui’s missed flight policy is governed by its General Conditions of Carriage and Customer Service Plan. The policy outlines options for passengers who miss their flights due to personal reasons or airline-related issues, such as delays or cancellations. The outcome depends on the fare type, ticket conditions, and the reason for missing the flight.
Missed Flight Due to Passenger’s Responsibility
If you miss your flight due to arriving late, failing to check in on time, or lacking valid travel documents, the following may apply:
- Non-Refundable Tickets: Many economy fares (e.g., Moana Economy) are non-refundable. If you miss your flight, you may lose the ticket value, though airport taxes and fees may be refundable upon request. Contact Air Tahiti Nui’s Contact Centre for assistance.
- Flexible Fares: If you purchased a flexible fare, you may rebook to a later flight, subject to availability and fare rules. A fare difference or change fee may apply.
- No-Show Policy: If you fail to check in before the deadline or notify Air Tahiti Nui, your onward or return reservations may be canceled. A fee may apply to reinstate or rebook your itinerary.
Note: Air Tahiti Nui recommends arriving at the airport 3 hours before departure. Check-in closes 1 hour prior to departure, and boarding closes 15 minutes before departure for domestic passengers. Online check-in is available 24 to 5 hours before departure (except from Tokyo).
Missed Connecting Flight Due to Airline Delays
If you miss a connecting flight due to a delay or cancellation of an Air Tahiti Nui-operated flight within the same booking, the airline will assist you as per their Customer Service Plan and, where applicable, EU Regulation 261/2004 for flights to/from the EU:
- Rebooking: Air Tahiti Nui will rebook you on the next available flight in the same class of service at no additional cost. If re-routing involves another carrier, it will be arranged without extra charge.
- Right to Care: For significant delays within Air Tahiti Nui’s control (e.g., technical issues), the airline will provide meals, refreshments, and, if necessary, hotel accommodation and transport to/from the airport.
- Compensation: If you arrive at your final destination 3+ hours late due to reasons within Air Tahiti Nui’s control, you may be eligible for compensation (up to €600 per person for EU-regulated flights, depending on flight distance). Compensation is not available for delays caused by extraordinary circumstances (e.g., weather or air traffic control).
- €250 for flights up to 1,500 km
- €400 for flights between 1,500 and 3,500 km
- €600 for flights over 3,500 km
- Refund Option: If you choose not to travel, you may request a full refund for the unused portion of your ticket. Refunds for non-refunded tickets may take up to 60 days to process.
Note: If your connecting flight is on a separate ticket with another airline, it is considered a separate contract of carriage. You must contact the connecting airline to rearrange travel, as Air Tahiti Nui is not responsible for missed connections in this case.
Steps to Take if You Miss a Flight
If you miss your flight, follow these steps:
- Provide Booking Details: Have your booking reference or ticket number ready (available in your confirmation email or on the Air Tahiti Nui mobile app).
- Explore Options: Depending on your fare type, you may rebook, receive a voucher, or request a refund (subject to fare rules). Flexible fare holders may change dates without fees, subject to availability.
- Submit a Claim (if applicable): For missed connections due to airline delays, file a complaint with the Customer Relations Department. Include your booking reference, boarding pass, and receipts for additional expenses. Complaints are acknowledged within 30 days and substantively responded to within 60 days.
