Question 1

What is Air Vanuatu's cancellation policy?

Accepted Answer

Travelers can cancel their flight ticket up to 2 hours before the departure time, though cancellation charges may apply. A full refund may be issued if cancellation occurs at least 7 days before departure. Passengers can cancel within 24 hours of purchase to avoid cancellation fees. If Air Vanuatu cancels a flight due to reasons like bad weather or technical problems, passengers are eligible for a full refund without a cancellation fee.

Question 2

How can I request a refund for a flight?

Accepted Answer

Currently, Air Vanuatu is unable to provide refunds for services cancelled prior to the appointment of the Liquidators. Customers who purchased tickets with a credit or debit card may be eligible for a refund through their bank. For payments made via cash or vouchers, passengers can submit a claim to the Liquidators by emailing Creditors.AirVanuatu@au.ey.com with evidence of purchase.

Question 3

What happens to flight bookings made before Air Vanuatu entered liquidation?

Accepted Answer

Any unpaid bookings made prior to the appointment of the Liquidators have been cancelled, and new bookings will need to be made. Paid tickets for international and domestic bookings made before the liquidation will not be honored by Air Vanuatu (Operations) Limited (In Liquidation).

Question 4

What is the baggage allowance for Air Vanuatu flights?

Accepted Answer

Baggage allowances vary by destination and fare type. For international flights from Australia/New Zealand, Economy class typically has a 30kg checked baggage allowance and Business class has 40kg. For domestic flights within Vanuatu, carry-on luggage is strictly 5kg per passenger.

Question 5

What are the carry-on baggage restrictions?

Accepted Answer

For international flights, the carry-on baggage allowance is generally 7kg for both Economy and Business class. For domestic flights and flights to New Caledonia/Fiji, Economy passengers have a 5kg carry-on allowance. Liquids, aerosols, and gels must be in containers of 100ml or less and fit into one re-sealable transparent plastic bag of 1 liter volume.

Question 6

How can I change my flight reservation?

Accepted Answer

Requests for changes or cancellations can be made directly to Air Vanuatu or an authorized agent. If the booking was made via the Air Vanuatu website or call center, changes can be made through their website or call center. If booked through an authorized agent, only that agent can make the changes. Name changes are subject to a fee.

Question 7

Can I change the name on my ticket?

Accepted Answer

Yes, names of passengers can be changed upon payment of a 'Name Change' fee per passenger.

Question 8

How do I book domestic flights with Air Vanuatu?

Accepted Answer

Domestic flights can be booked and paid for by calling the Contact Centre on +678 23838, visiting Sales Offices in Santo, Port Vila, or Tanna, or by emailing the Reservations team at reservation@airvanuatu.vu. Online booking is currently suspended.

Question 9

What special assistance does Air Vanuatu offer for travelers?

Accepted Answer

Air Vanuatu provides wheelchair support, assistance with boarding, and medical clearance services for passengers with health conditions. Passengers requiring special assistance should contact Air Vanuatu's Customer Service Center, a Sales Office, or their Travel Agent at least three days before departure.

Question 10

Why do I need to present my return e-ticket at check-in when visiting Vanuatu?

Accepted Answer

The Vanuatu Government requires all non-residents to provide evidence of a return or onward journey at Immigration & Customs upon arrival. Failure to do so may result in refusal of entry and immediate deportation. Uplift from Australia and New Zealand may be denied if appropriate documentation is not presented at check-in.

Question 11

How can I call Air Vanuatu customer service from another country?

Accepted Answer

If you need to call Air Vanuatu from another country, you can use a service like CallTuv to place the call from your browser without a SIM, subscriptions, or hidden fees.

Phone Line	Phone
Customer Service
Customer Service	+678 23838 Call now +61 1300 780 737 Call now
Headquarters
Headquarters	+678 20200 Call now
Sales/ Reservations
Australia Sales Office	+64 9 373 3435 Call now
Santo Sales Office
Sales/Reservations	+678 36422 Call now
Tanna Sales Office
Sales/Reservations	+678 88667 Call now

Air Vanuatu Customer Service Number, Support Phone & Contact Info

About Air Vanuatu & Customer Service

Air Vanuatu's Customer Service Phone Numbers

Frequently Asked Questions (FAQ)