FIDELYS : TERMS AND CONDITIONS
1. The « Fidelys » Program
2. Participation in the Program
3. The Fidelys Card
4. Change of Status
5. Accumulation of Miles
6. Consumption of Award Miles
7. Protection of personal data
8. Rights, Responsibilities and Abuses
The Fidelys Program, managed by the Tunisair Company, is a loyalty program designed for air passengers. It aims at assigning a credit of Miles to its members according to a predetermined table, under the terms and limitations set forth in the General Conditions, and based on the trips actually made by the Member on flights that are operated by Tunisair.
We mean by flights operated by Tunisair, the regular flights to which are attributed a Tunisair flight number (TU) and that these flights would be operated directly by the Company or on a code-share carrier on the quota of Tunisair (code – share).
Depending on the number of Miles that are granted to the Member, the latter will be able to obtain awards from Tunisair in function of a predetermined table. This table which will be subject of distribution to the Members in accordance with the conditions set out below.
Participation in the Fidelys program is free and open to physical individuals aged two years and more.
The legal persons and groups of persons can not participate in the program.
The employees , the leaders of all airlines , the leaders of travel agencies , or those who are engaged in a Tour Operator activity or acting on behalf of a Tour Operator can neither take benefits of these advantages by earning Miles or obtaining Awards, nor take benefits of their status in the Program for services offered by Tunisair or one of its partners, at special prices or at a preferential fares granted to employees of the airlines or tourism professionals.
Any eligible person wishing to join the Program, must complete and sign a personal request for membership at Tunisair Sales Offices in Tunisia as well as abroad or simply register on-line at: www.tunisair.com. The guardian’s signature or that of the legal representative is required if the person applying for the membership in the program is minor.
Only one application form to join the program will be accepted.
The participation in the Fidelys program is effective from the date of membership, carried by the remission to Tunisair of the appropriate application form, put at the disposal of the Company customers, and duly filled by the person requesting the membership to the program on the web site of the Company.
In case of joining by using the official application form, the person requesting the membership in the program should detach the Temporary Card accompanying the latter on which figure an individual identification number that has to be shown on the first flight’s departure date.
In case of an on-line registration, a provisional identification number following the inscription will be attributed to the person who asked for the membership. It is worth noting, however, that the Temporary card (pdf format) could be printed.
Membership in the Fidelys program will not be accepted unless the member reports his/her individual identification number, written on his/her Temporary card, at the time of reservation and the check-in of his/her first trip, or by joining to the application form of his/her ticket’s number entered during the 04 weeks preceding his/her membership or his/her next trip on a regular Tunisair flight.
Any person, whose application for membership has been accepted by the Company, will obtain an individual account, a membership number (ID) and a PIN code (Personal Identification Number).
The membership number will be necessary for any request touching the account.
The PIN code will be communicated to the appropriate member only. The member is responsible for the use of his/her PIN code which must be revealed to no third parties. Tunisair is not responsible for any intentional or unintentional communication of its identifiers by any member to a third parties allowing the latter to have an on-line access to data and even to conduct certain transactions.
Any address, name changes or any other indication related to the member should be as soon as possible notified, either by a written letter to Espace Fidelys, Tunisair Head Office 2035 Tunis-Carthage, Tunisia , or by sending an e-mail to: firstname.lastname@example.org.
The Member guarantees the accuracy of all information which has been provided .He or she will be solely responsible for any erroneous, incomplete or outdated pieces of information.
The card remains the property of Tunisair, which reserves the right to demand its restitution at any time.
In case of loss or theft of the card, the member shall immediately inform Fidelys so that a duplicate will be issued. However, the Company will never be held responsible for any fraudulent use of the card.
Only airline tickets issued in the name of the holder can be registered in his/her account .A ticket can only be eligible when a person, other than the Member, proceeded to its registration, and is identified in an improperly manner under the same name as the member , or if this person is a homonym.
The sale, purchase, brokerage, resale, barter or exchange of an Award Ticket, in exchange for any compensation, is prohibited. The violators, including any passenger using a purchased or bartered Award, shall be held to pay damages to the Company as well as the legal liabilities and interests. Award Tickets have no market value and may in no case be converted into cash.
Any person applying for membership in this program is deemed to have read and accepted the present General Conditions.
Tunisair reserves the right to refuse or exclude any person not fulfilling the conditions that are required to participate in this program.
3.2. Validity of the Fidelys card:
Members see their status evolve from Classic to Silver and from Silver to Gold.
The attribution of a Silver card or Gold card or the maintenance of a Silver or Gold status depend on the number of Qualifying/Status Miles or flights obtained during the same calendar year, starting from the date of level in reference to the membership date ( according to the tables and regulations figuring in the Fidelys disclosure). Tunisair may modify, at any time and without notice, the number of Qualifying/Status Miles or flights for the granting of Silver and Gold cards.
The attribution of a Silver or Gold card is checked at the end of every calendar year and before the still valid card expires.
At the end of the level date, the number of Qualifying/ Status Miles or flight is reset to zero.
The account unit is the Mile.
The Mile is the Universal measurement unit of air distance. It is, by extension, the unit used by the majority of airlines’ loyalty programs.
The Miles can neither be converted into cash nor be sold .Tunisair reserves the right to pursue legally any fraudulent manipulation of any Member’s miles account.
Only individual members are eligible to accumulate Miles.
Miles earned by the member will be credited to his/her personal account, in accordance with the General Terms and Conditions of the Fidelys program and the Mileage table.
The accumulated Miles are of two types:
The Award Miles: Miles accumulated on regular Tunisair flights, or on code-share flights on the quota of Tunisair, or Miles accumulated following services from Tunisair non-airline partners including the bonus Miles (welcome bonus, bonus Family, card bonus) as well as those miles obtained during occasional promotions. They can either be converted into Status Miles or serve for the purchase of Fidelys awards as well.
The Award Miles are valid for 36 months
The Status Miles: Miles accumulated after each Qualifying flight operated with Tunisair. They serve only to determine your Fidelys Status (Classic, Silver or Gold).
The counter of Status Miles is reset to zero from the end of the level date.
The coefficient attribution of Miles depends on the class of reservation and on the tariff applied on the travelled distance. (See Mileage Table and Coefficient Table of Miles’ Attribution) . They are valid for 12 months from the date of the attribution of the first Status Mile (or date of level).
Are excluded from the accumulation of Miles, the trips undertaken with Award Tickets and free tickets.
When joining the Program, only regular flights served by Tunisair, with tariff accepted by the said program and performed during the 04 weeks preceding the membership, can be recognized retroactively.
The Miles are automatically credited on the account of the member as long as he or she presents his or her Fidelys card at the moment of reservation or at the check-in of the trip.
Active members will, at their request, receive an account statement showing their current assets and other information regarding the Fidelys program.
The member may consult his/her account balance of Award Miles or Qualifying ones. He or she may consult as well the number of Qualifying/Status flights on the Tunisair web site or nearby a sales point or even at the level of the Fidelys space which is located within Tunisair Head Office. To do so, he or she must be in knowledge of his / her identifier as well as his/her PIN code (Personal Identification Number).
It is the responsibility of each member to verify that Status Miles and Award Miles bonuses have been properly credited to his/her account .Verification is possible on-line through the web site tunisair.com or on his/her statement of account.
Any discrepancy noted by the member must be the subject of request for regularisation, and this within a period not overtaking 06 months following the date of the concerned flight, and with condition that the latter provides to Fidelys the supporting documents to complete the service (date, flight number and/or ticket number).
The Company reserves the right to debit the account of any member who has acquired Miles unduly.
The Miles are not credited in case of cancellation of Tunisair flights, flights of Companies in code-share parts, including cancellations due to weather, labour conflicts or security reasons.
Each member must communicate his or her identifier (exactly as shown on the card in case of card possession) and this at the time of reservation and while using Tunisair services.
The services provided by the non-airline partners give right to accumulate Miles (Award Miles only) on the basis of the conditions that are specified in the Fidelys guide.
If a member has not made any trip during a period of 36 months, Tunisair reserves the right to cancel the Award Miles and unilaterally dissolve the membership. It’s up to the member to check the expiration date of his/ her Award Miles.
The members are not entitled to Status Miles if the name given at the time of the reservation does not correspond exactly to that shown on the card , or if they have submitted incomplete information at the time of the reservation.
The Status Miles are granted depending on the acquitted ticket price, on the class of reservation chosen for the trip, and on the distance travelled.
The member must actually make the trip mentioned on the travel document so as to be eligible for earning Miles.
The Miles can only be credited once per flight and per member, regardless of the number of reserved seats.
The Miles will not be granted for unused tickets or non used vouchers, which have been recently expired, lost or returned for a monetary compensation.
In case where one member would be involuntarily rerouted by a Tunisair flight on another air company and that the original reserved flight would have already given right to earn Miles, the said member would be entitled to claim on-line the so-called Miles at www.tunisair.com The Company will, then, endeavour to credit the member’s account with the corresponding Miles. However, it may be necessary to send evidence of travel to a Tunisair sales office or even to do that simply by sending an e-mail.
Members acquire a personal account in which the Miles are credited .Neither the Miles nor the accounts are transferable, sold, or combined with the account of another person, whether participating or not to this program.
Tunisair has the right to cancel, to suspend, to deny access and/or change one of the benefits related to the Program at any time.
Tunisair is likely to extend its Fidelys Program by including other partners. The Company will then inform its Fidelys members of the said integration, and of the conditions regulating the relationship between Tunisair and its new partners.
Miles and/or benefits (discounts, facilities, privileges…) can also be obtained with Fidelys non-airline partners and this according to the conditions defined by each partner and described in the Fidelys disclosure.
It is up to the member to present his/her Fidelys card at the moment of the reservation or at the time of the partner’s service acquisition. It is the responsibility of the member, while using the benefits of the partners, to check the conditions put in effect.
Partners benefitting from specific agreements are solely responsible for the granting conditions of Miles (Award Miles only) and/or benefits (discounts, facilities, privileges…) regarding their services.
Tunisair declines any liability for the lack of execution of the services which ought to be given by the partners. Any complaints should be addressed to the concerned partners only.
The Fidelys Award Miles can be exchanged by an Award Ticket, an Upgrade Award, an Excess Luggage Award or a PETC Award.
The member may solicit the obtaining of an Award as well as the benefits, regardless of their nature, arising directly from the membership to the program (as for example the Extra Luggage allowance) only after making the first flight on Tunisair and only after the issuance of the final Card.
Any member may convert his/her Miles into awards, provided that his/her Fidelys account has sufficient credit Miles and on condition that these awards are available.
The Fidelys Awards are only granted on routes and destinations served by Tunisair.
The Awards offers and the number of Miles requested for every grant are communicated in the Fidelys Award Table.
The accumulation of two accounts for the acquisition of an award is not allowed.
The issuance of an award takes place within Tunisair sales offices or on-line through the following e-mail address: www.tunisair.com.
The Fidelys Award Table is available at Tunisair sales points, on the official web site and within the Fidelys space. Tunisair reserves the right to modify this table at any time. It has the right to modify the conditions of attribution of any Award as well, in particular the number of Miles required .It has also the right to cancel any award provided in the program without notice and with immediate effect.
The granting of Awards is submitted to the Charter of the Fidelys program.
Only the member is authorized to apply for an Award. He or she may request an Award either for him / herself or for any person, designated by the member, at the time when the Award application is submitted, and under the conditions of the program’s Charter. In case where the member is legally incompetent (being major or minor), the Award application must be signed by his/her legal representative or his /her legal guardian.
As soon as the Award application has been processed, the Miles required for the acquisition of the Award shall be debited from the member’s account, in accordance with the effective table at the time of the application
Any complaint, relative to the use of the Award, must be addressed in a written document, and this within 21 days following its use.
6.1. The Award Ticket
The Award Ticket is a Tunisair transport ticket on flights operated by Tunisair in one-way or double legs which is paid by the member in compensation for the Award Miles that have been deducted from his/her account.
The airport taxes are paid by the program’s Member; they vary according to the country as well as to the airports, and must be paid at the issuance of the ticket.
The Award Ticket gives no right to the accumulation of Miles on the member’s account.
The beneficiaries may be the member him/herself or any person of his/her choice.For that, he/she should present his/her Fidelys card and his/her PIN code to one of Tunisair sales offices in Tunisia as well as abroad , or to make the transaction on-line via the following e-mail address www.tunisair.com
The Award Tickets can not be booked if seats are not available on the desired routing, in the class of reservation corresponding to Fidelys Award Tickets.
The accumulation of two accounts for the acquisition of an Award is not allowed.
In case of expiration of the date validity, only the airport taxes are refundable in accordance with the Terms and Conditions of Sale of Tunisair.
The deadlines to be respected before the reservation of an Award Ticket depend on the level of the Fidelys card:
The Fidelys Award Ticket's fee schedule is increased by a 50% extra Award Miles if the deadlines listed above are not respected.
The Award Ticket is valid for 03 months starting from the scheduled departure time, with the possibility of cancellation or routing and date changes, and this at the express request of the member, and in accordance with the conditions set out at the level of the Fidelys Guide.
6.2. The Upgrade Award
The Upgrade Award is defined as an ability to travel on Tunisair flights in a class higher than the duly paid one.
Unlike the other Fidelys awards ,the Upgrade Award is only authorized for the member him/herself and can, in no case, be transferred to another person.
The purchase of an Upgrade Award is carried out at the level of one of Tunisair sales office, in Tunisia as well as abroad. For that end, you should be fitted with your Fidelys card and your PIN code. You should as well dispose of a sufficient Award Miles'balance.
The Upgrade Award is authorized only for one-way (OW) tickets in classes: Y.M.B.K.Q.L.
The combination between an Award Ticket and an Upgrade Award is not allowed.
The Upgrade Award is valid only in case of seats availability in Business Class, and subject to the approval of the Tunisair Station Manager, or his representative.
The Upgrade Award is valid only on the flight in question, with the possibility of cancellation at the express request of the member, and in accordance with the conditions set out at the level of the Fidelys Guide.
6.3. The Excess Luggage Award
The Excess Luggage Award enables payment, through Award Miles, of additional baggage pieces that exceed the franchise tolerated luggage.
The beneficiaries may be the member him/herself or any person of his/her choice.
The purchase of the Excess Luggage Award is carried out at the level of Tunisair sales offices, in Tunisia as well as abroad. For that end, the member should be fitted with his/her Fidelys card and his/her PIN code as well. You should as well dispose of a sufficient Award Miles'balance.
The Excess Luggage Award is authorized for a one-way (OW) flight only.
The Luggage Award is limited to 2 pieces of 23 kg for each flight.
The Excess Luggage Award is valid for 03 months starting from the date of its issuance, with the possibility of cancellation, at the express request of the member, and in accordance with the conditions set out at the level of the Fidelys Guide.
6.4. PETC Award:
The PETC Award allows payment, through Award Miles, of a pet transportation in the cabin, and this in accordance with the Tunisair’s General Conditions of Sales.
The beneficiaries may be the member him/herself or any person of his/her choice
The purchase of a PETC Award is carried out at the level of Tunisair sales offices, in Tunisia as well as abroad. It can take place only after having the required service consent and agreement for reservation.
For that end, you should be fitted with your Fidelys card and your PIN code. You should as well dispose of a sufficient Award Miles'balance.
The PETC Award is based on a scale fixed per area. Its value in Award Miles depends on whether the departure is from or to Tunisia. The weight of the animal concerned by this award is limited to 08 kg, container included (maximum weight allowed in the cabin, and this in accordance with the Tunisair’s General Conditions of Sales).
The PETC Award is valid for 03 months starting from the date of its issuance, with the possibility of cancellation, at the express request of the member, and in accordance with the conditions set out in the Fidelys Practical Guide.
Any person who is member in the Fidelys program may implicitly allow Tunisair to use all his/her data in his/her possession in relation to his/her trip (information provided by the member vis-à-vis his/her participation in the program; information being processed by Tunisair such as the flight frequency, destination …) and this exclusively for the purpose of a Tunisair direct marketing and communication strategies.
Tunisair is committed to ensuring the protection of such data, and for their exclusive use which they are intended to.
In the framework of the Fidelys program, the personal data can be exchanged with total and exclusive confidentiality between Tunisair and its trading partners, and this for the purpose of direct marketing crossover , and for the aim of offering new services, or study agencies for analysis and market researches.
The Company reserves the right to modify this program at any time and without notice (rules, conditions of participation, total or partial values of acquired Miles at any time , period of Miles validity , procedures for obtaining awards, Mileage Table, coefficient attribution, Fidelys Award Table), in compliance with the conditions in effect.
The Company reserves the right to exclude from the Fidelys program any member who would make improper use of the privileges, who would make false statements (in particular about the flight), who would neither obtain Qualifying Miles nor make a Qualifying flight during 36 consecutive months, or who would not abide by the present General Terms and Conditions. In case of exclusion, the previously accumulated Miles become null and void, resulting that no member or third party can claim compensation for.
The member is entitled to make an end to his/her membership in the Fidelys program. He should then notify that in a written document to Tunisair. The earned Miles will be, therefore, cancelled and the member’s account will be closed.
In case of disagreement over the interpretation of the General Terms and Conditions of the Fidelys program, or in the case of litigation between a member and Tunisair, the Tunisian Law will apply and only the Law Courts of Tunis will have exclusive jurisdiction to settle any dispute.
The present General Terms and Conditions prevail over any previous text.
With the reasonable view of Tunisair, the followings are considered as abuses to the Terms and Conditions from the part of the member:
The exclusion of any Member may result in denial of any application for re-accession of that Member.
The Member Status takes an end by a written request of the said member, accompanied by the return of the card that has to be cut into half. The Member’s account will be then cancelled and earned Miles will be lost.
The Member status is automatically cancelled in case of an end of the Fidelys program.
The Member status takes automatically an end with the Member’s death.
In the present General Terms and Conditions, unless the context indicates otherwise, the expressions and terms hereinafter must be defined as follows:
Tunisair : TheTunisian Air Company, established under the Tunisian Law, which Head Office is located in Charguia II- 2035 Tunis – Carthage. Tunisia.
Fidelys : Refers to the Tunisair loyalty program thanks to which any Member may earn Miles through travelling, and may obtain awards in compensation for his/her Miles.
Member or Adherent: Refers to any individual who has fulfilled the conditions of membership to the Tunisair Fidelys program, and whose name and the ID (identification number) are indicated on the card.
Fidelys Young or Youth: The Fidelys program’s members who are aged between 02 and 24 years.
These members are submitted to more flexible promotion and level redemption conditions.
Fidelys Card: Membership card program, issued and delivered by the Company after acceptance by the latter’s application for membership in the program.
Fidelys luggage tags :The Fidelys luggage tags simultaneously with the Fidelys card are issued and delivered by the Company to the member .They must be affixed to his/her luggage. Three types of tags: Gold, Silver and Classic.
ID: Refers to the identifier of the Fidelys member. This is an identification number of the member’s account. It is inscribed on his/her Fidelys card.
PIN Code (Personal Identification Number): a personal and confidential access code allowing the Member to access to his/her account.
Award: A bonus obtained through the framework of the program by converting Award Miles into an Award Ticket, into an Excess Luggage, into an Upgrade or into PETC Award, and this in accordance with the Award Table and the conditions of issue established by the Fidelys program.
Upgrade Award: An Award which allows you to travel in the class of transport immediately superior to that corresponding paid ticket.
Miles : Originally, the Mile is the unit of measurement of air distances 1Mile = 1609 m. (one Mile equals to 1609 m). Miles are of two types: Award Miles and Status Miles.
Qualiying Flights: Represent one-way flights carried out during the status year at rates included in the program.
Status Miles: The Miles earned on each flight operated by Tunisair at an accepted rate. The Status Miles are used only to determine the status level (Classic, Silver and Gold).These Miles can be purchased by the member, for a fixed price unit determined by Tunisair. The Company offers a second alternative to earn Status Miles enabling the member to move to a higher level and to gain, therefore, more rewards. The Status
Miles are valid for one year (12 months).The account is reset to zero at each new level’s attribution.
Award Miles: The Status Miles converted into Award Miles and other advantages offered by the program (Status Bonus, Family Bonus...). These Miles are also available for purchase to the member for a fixed price unit determined by Tunisair. The Company offers a second alternative to earn more benefits. The Award Miles expire after 36 months if the member has not made any trip all along this period.
Bonus: Refers to a number of Award Miles offered by the program.
Benefits: Facilities, services or arrangements offered periodically or available to a Member in respect to his/her loyalty to the Fidelys program of Tunisair.
Status: Designates the level assigned to a member after a period of 12 months from the date of activation of his/her account or the acquisition of the number of Status Miles needed to access to upper level.
Classic Status: Refers to the first status level assigned to the member upon activation of his/her account.
Silver Status: Refers to the second status level assigned to the member under the conditions of the program to which Tunisair reserves the right to modify the parameters of promotion, demotion and redemption at any time.
Gold Status: Refers to the highest status and that can get access only members having Silver status, under the conditions of the program to which Tunisair reserves the right to modify the parameters of promotion, demotion and redemption.
Mileage Table: Represents the Miles allocation table by destination. The accumulated Miles depend on the class of reservation, the tariff applied on the routing, and on the distance travelled by destination. Tunisair reserves the right to modify the table parameters at any time.
Award Table: Is the table that shows the number of Miles required for the acquisition of an Award Ticket or Upgrade Award as well as the number of Miles required (per piece and by destination) for the acquisition of an Excess Luggage Award and a PETC Award. Tunisair reserves the right to modify the table parameters at any time.
Fidelys Cards and Luggage tags’s duplicate Schedule: Refers to the number of Award Miles required for the payment of Fidelys Cards and Luggage tags’s duplicates.
Status Year: Refers to the period of 12 months from the date of the status’ attribution, during which the member receives all the benefits granted by the Fidelys program.
Card Validity: Refers to the date indicated on the card. It covers the status year in each level increased for a month during which the member can get benefit from all the advantages offered at the level of the stopover.
www.tunisair.com : Refers to the official web site of Tunisair through which are provided all information and benefits of the Fidelys program.
Fidelys Family or Family Group: Used to recognize members of a family composed of at least three people in order to allocate to each of them an extra bonus of 25% of Award Miles per leg every time they travel together on the same Tunisair regular flight.
To qualify, the Fidelys member needs only to mention in his/her account the names and identifiers of the other members as well (at least two).
Family Bonus: The Family Bonus (25% more credited Miles) is granted to each family member travelling in a group where at least three (03) Fidelys members are taking the same Tunisair regular flight.
Fidelys Member Profile: Refers to the personal data provided by the member at the time of his/her membership to the Fidelys program. Thanks to his/her ID and PIN code (Personal Identification Number), the said member can get access into his/her profile through the Tunisair website and then update or modify all data.
Sharing Code or Code-share: Refers to the transport by air performed by another carrier, as shown on the ticket that is say two or more companies share the seats on an aircraft and marketing them under each name.
Download the FIDELYS Terms and Conditions in PDF format.