Customer Service, our commitment to you

Customer Claims

Should you wish to file a claim (delayed or canceled flight, baggage claim, problems encountered at the airport, connections, etc.), we invite you to duly fill out the online claim form. Your request will be processed as soon as possible. Please note that the claim form must be used on an individual basis. CLICK HERE
Once you have completed your online claim, we invite you to send us all the supporting documents required to process your request (with the file reference number that was sent to you online). The documents include in particular the Reservation and/or electronic ticket (itinerary receipt), boarding pass and/or Baggage tag, etc.

Send your documents to:

Tunisair Head Office
Customer Relations and Call center,
Charguia II - 2035 Tunis – Carthage
or to the nearest Tunisair Office - Click here to find out addresses of Tunisair abroad offices.
If the above mentioned documents are missing, your claim will not be processed.

IMPORTANT: If your flight is part of a package tour sold (bulk fare) by a travel agency or a tour operator, your need to submit a claim to them.

Once your claim is submitted to Tunisair - Customer Relations, within 30 days of the date of the flight, we ask that you kindly allow up to 60 days for your claim to be processed. Should this time-limit be exceeded, you are entitled to submit a claim via a third party.
If you did not submit your claim to Tunisair, or if you did so but did not allow the company due time to process your claim, Tunisair will not cover the cost of engaging a third party.
Please keep in mind that the claim form must be used on an individual basis. CLICK HERE

Or send your claim to:

Tunisair Head Office
Customer Relations and Call center,
Charguia II - 2035 Tunis – Carthage

Baggage Claims

Should you wish to file a baggage claim (delayed or damaged baggage, etc.), we invite you to duly fill out the claim form. Your request will be processed as soon as possible. All fields marked with an asterisk (*) are mandatory. Please note that it is important that all relevant optional information be given to prevent any unnecessary delay in processing your claim.

Warning:

• The deadline for claiming for a delayed luggage is 21 days after getting your luggage.
• The deadline for claiming for a damaged luggage is 7 days after the flight.
• The deadline for claiming for a lost luggage is 21 days after the flight.

You should send the following documents by mail.

Once you have completed your online claim, please make sure to send us all the supporting documents necessary for the processing of your claim and mention the reference of the file which was communicated to you online: Travel document, copy of your passport, original of the PIR (or Property Irregularity Report which is the document issued at the airport that you must fill out in case of lost, delayed or damaged luggage)or the reference number (in the case of luggage delayed during your stay), the original of your luggage tag, the photo of your damaged suitcase, the purchase invoice of your damaged suitcase, repair estimate or certificate of irreparability, purchase invoices for declared missing items, a police complaint for missing items.
If your luggage has been delayed at your place of stay, attach proof of purchase of expenses known as basic necessities such as change of clothes and hygiene products, etc.
If the above mentioned documents are missing, your claim will not be processed.

Please note: Other documents may be added to the above list.

Send your documents to:

Tunisair Head Office
Customer Relations and Call center,
Charguia II - 2035 Tunis – Carthage
or to the nearest Tunisair Office - Click here to find out addresses of Tunisair abroad offices
Please keep in mind that the claim form must be used on an individual basis. CLICK HERE

Fidelys Claims

If you are a fidelys member and want to claim your missing Miles, update your personal information (address, email, etc.) or want to submit a claim related to your fidelys card (you lost your card, your login, ...), CLICK HERE
Contact information:
Flight schedules, fares and bookings: callcenter@tunisair.com.tn
Fidelys: fidelys@tunisair.com.tn

General Conditions of Carriage
Fidelys General Conditions