Nouvelair Reviews 668

3 hours delay for flight from Geneva. Until 1 hour before actual take-off, there was zero information in the airport about departure status. Unable to claim compensation via their web-site, as it gives "ERR0500" when trying to submit online form.
I thought to give Nouvelair a 1-star rating, but the return flight with Tunis Air was even worse.

Most nasty experience in my life,in Tunis airport they need to change people,they have no customer service at all.Even I had a customer service manager Saja with bad experience who work head office of Nabeul-Tunisia.3 month waiting no refunds,no tax back,She says give me vouchers I have not received yet.They need to change all those slow service criminals,Bec of those people Air line have the bad name.I need my money back please,which I didn’t fly.

Terrible airline they have caused myself and family a huge amount of stress .I booked holiday though love holiday and they used this awful firm as their carriers.
First my sons flight was cancelled to Tunis airport .So he had to move his holiday date forward which ment myself and daughter were on a separate flight and had one day less without my son.Obviously they had over booked our flight.Now to top it all this useless airline have now cancelled my flight back with my daughter.Nouvelair didn't even have the decency to let me no .It was only because I emailed them because I couldn't get on their Website. I got a reply with no apology back saying the flight had been cancelled.
It looks like I'm going to have to use another airline not to mention the additional cost to myself and family to change our holiday dates though Love holiday, though no fault of our our own .I will never ever use this airline again
And hope others read this comment before having the unwanted stress .

Hold baggage damaged during return flight and reported at London Gatwick and now been waiting since 20/05/2025 and still have not heard anything and call centre is useless and unhelpful. Shame on this airline. Happy to take money for flights but customer care or service is appalling and unacceptable.

I will never again use this airline !! Never ! I paid for extra luggage at IST instanbul airport for my flight 26 th May 2025. They left my suitcase in Istanbul!! It’s been a week today and still no suitcase !! I’ve been calling them and they say they don’t know when my suitcase will arrive ! This is despicable!!! This has incurred extra costs for me which were unforeseen , created too much stress ! Worst airline and never again will I use them !!

By far the worst airline I’ve ever dealt with – they don’t even deserve one star.
My outbound flight to Tunisia from England was cancelled without any notification to me or my travel provider (Loveholidays). I only discovered this by chance when I tried to manage my booking and select my seat, but kept receiving error messages.

There was no email, no update – absolutely nothing. If I hadn’t checked in advance, I would have turned up at the airport 23 weeks pregnant, completely unaware that the flight didn’t exist.

This level of negligence and lack of communication is appalling. I will never book with them again.

Changed their flight from a 23.20 departure to 12.35 WITHOUT informing, only discovered it myself when I was about to check in, which meant I missed my ENTIRE holiday because I could NOT catch the new flight and had not had a real chance to solve the problem.

Bad experience and NO compensation. Money out the window!!

Nouvelair made me pay for non-existent hand luggage overweight due to a check-in agent's mistake. Customer service pretends not to understand and ignores my complaint. Totally unacceptable and unprofessional.
Don't flight with this company.

x3 emails sent - no response or contact from customer services:

Email sent:

REF: 1EY7P8 Return Flight from Carthage Airport at 16:35

I have just had a call from my son who was calling from the check-in desk at Tunisia Carthage Airport where he has been informed that his return flight to Gatwick has been cancelled due to his not using the outbound leg of the journey. My son was then forced to purchase a further ticket at a cost of £168. (I contacted yourselves at the time and was advised to purchase the ticket and then get back in touch via email to formalise my complaint).

When my son tried to check in electronically from the UK on the evening of the 23/04/2025 the system would not accept his passport number as he only had 5 months and 23 days remaining on it, your website informs that travellers from the UK need to have at least 6 months left on their passport to travel with Nouvelair despite all other airlines and the UK Government website advising that it is 3 months. We tried to make contact with your airline at 21:59 however the answer phone message advises that the customer service line is only staffed between 09.00 and 17.00 hours. At this point we made the difficult decision to book a an EasyJet flight from Manchester leaving at 06.15 the morning of the 24/04/2025 and I then drove throughout the night to get him to the airport on time. My son was really disappointed not to be travelling with his Sister as the holiday had been booked by her as an 18th birthday present and they had never before taken flights without us, their parents.

At 10.15 on the 24/04 I called Nouvelair on 0204 5781211 to discuss my son’s predicament – I was then informed that he could have travelled down to Gatwick and checked in manually with his sister and that he would have been fine to fly out with 5 months and 23 days remaining on his passport. At this point I explained that he would really like to fly back with his sister, that he is already on his way to Tunisia via a different airport and airline and was categorically advised that this would not be a problem. I reiterated the situation to get further verbal confirmation and was told not to worry, that this would be fine and that he just need to attend the check-in desk with his sister for his return flight.

Based on the assurances provided my the customer service adviser I then contacted EasyJet to cancel his return flight safe in the knowledge that his return flight would be honoured by Nouvelair and that he would be able to fly back with his sister. Although I incurred a £50 cancellation fee I was happy to know that they would be travelling together on their homebound journey.

All in all we are more than £340 out of pocket and my children’s experience of their first holiday together has been severely tarnished. I would never have cancelled my son’s return flight with EasyJet had I not been informed that he would be absolutely fine to fly back with yourselves. To this end I would like you to consider refunding my son the additional £168 that he has incurred to fly home, I will accept the additional cost of flying him out there albeit that we were misinformed regarding passport restrictions by the information provided on your website and your electronic checking-in system.

I missed my flight with Nouvelair on April 15 (Flight 1FCCCB), and they promised me a refund within 20 days. It’s now well past that, and I still haven’t received a single cent.

Every message I get from their customer service is full of excuses and vague delays. I even offered to go to their office in Tunis to take the refund in cash – still nothing.

I will file a complaint with the Tunisian consumer protection office and take legal action if needed. This is unacceptable behavior from an airline. Avoid Nouvelair at all costs!

I honestly was worried about leaving this review because I thought it would hinder my chances at ever getting my money back, but at this point it needs to happen.

On the 13th of February, I booked two flights to go through Tunisia through Nouvelair on the 4th of March - 11th of March. Less than 20 minutes later, I was informed by my friend that we had made a mistake, and booked flights to the wrong destination, so I immediately found Novelair's cancellation policy, which stated that I may be entitled to a partial refund, depending on the specific situation. The majority of airlines allow for full refunds within 24 hours of making a booking, but I understood that every company is different and has different policies.

I then contacted Nouvelair on the 13th of February to cancel these flights, and to inform me of whether a refund was available. They responded the next day informing me that I would be receiving £116 of my £234 booking. A bit of a punch to the gut but expected, so I was just happy to get some of the money back.

I then went through the very gruelling process of confirming all of the details for the payment to be processed, and on the 24th of February it was confirmed that this refund request was accepted and begun to be processed. They informed me in the email that this may take 15-20 working days which I understood for an international transfer. I asked for some kind of proof that this has begun its process, but I never received a response, so I just decided to wait it out until I received my money.

It has now been 40 working days, and 52 regular days since this began its process. I have consistently called and emailed Nouvelair since it passed the 20 working day mark, and I keep being either ignored, or met with the same vague response that it will be here in the "next few days". I was told three days ago that I would receive my money either yesterday or today, and today I have both been told that it will arrive this week OR at the end of this month.

This lack of communication has been unacceptable, not to mention they have repeatedly ignored all of my requests for them to send PHYSICAL proof of this process. I have no clue if I will ever see my money again, but if this is being read by the team then please refund me.

Please do not book with this airline. If the other reviews do not convince you then this one should, I truly believe I will never see my money again.

Since I had already written about my negative experience in Tunisia with this airline, I will now share my experience on the return journey, as unfortunately, the ticket had already been purchased.

I weighed my luggage in advance and decided to buy an additional allowance online up to 35 kg. We paid and received a confirmation. In addition, I also received a notification that I was entitled to a "priority" check-in counter.

We entered the airport feeling stressed, and then it all started… They told me that 35 kg would not be accepted, and they didn’t care that I had paid for it.

After 10 minutes, a man approached me, winked, and pointed to another person. We approached him, not understanding what was going on, and he said, "For a small fee, I will let your luggage through."

I was in shock and decided to simply remove some items from my luggage to reduce the weight to 32 kg. Then I tried to find the priority counter but couldn’t see it anywhere.

A young man then approached me and said that for a certain amount, he would let me through since I was traveling with a baby.

I will never use this airline again. It was just pure shock, horror, and fear! I do not recommend it at all!!!!

Very disappointed, they canceled my flight i already booked my hotel and i have a lot of engagement than told me to change it to other days (very bad times in noon)
They didn’t answer my email for full refund to book with another company
I will never choose nouvelair again specially because of the bad times of their flights (middle of the night and noon)

Nothing was served on the plane; everything was chargeable. You had to pay for everything, even water. No electrical outlet, no meal.

On the second flight, I arrived late, and the agents stole my boarding pass, which caused me serious problems with border police.

Honestly, these were the two worst trips of my life.

A Complete Joke of an Airline – Avoid at All Costs!

If I could give Nouvelair zero stars, I would. This airline is the definition of terrible customer service and a ridiculous, inflexible policy that punishes customers rather than accommodating them.

I booked a flight on February 19, 2025, for June 1, 2025. Within an hour I realised I had a wedding that day and immediately called their customer service to change it. A reasonable company would understand this and allow a change. Not Nouvelair.

I was met with a cold, robotic response citing their cancellation policy, which apparently does not allow any modifications, even minutes after booking. Seriously? What kind of airline refuses to make a simple change months in advance when no harm is done to them? It’s not like the flight was leaving the next day!

This kind of exploitative, money-grabbing nonsense is exactly why people avoid low-cost airlines. They trap you with unreasonable policies, refuse to offer even basic flexibility, and leave you stuck with a flight you can’t use.

I strongly urge everyone to avoid Nouvelair if you value decent customer service, flexibility, or common sense. There are plenty of airlines out there that understand customer loyalty and won’t treat you like just another number.

Absolute waste of time and money.

when I was checking in, they weighed my rucksack, which contains a PC with a camera and two camera lenses, and the whole thing weighed 8 kg. They prevented me from going through customs and asked me to pay 70 euros because they have a rule that says that for every rucksack that weighs more than 3 kg, the whole of the luggage in the rucksack will be subject to an additional payment, and in this way they manage to make a lot of travellers pay.
So be very careful, never take this company which at first sight have competitive prices who know how to swindle the travellers to make a maximum profit

Translated with DeepL.com (free version)

Just took £183 from a booking they said was cancelled, 3 months after the flight. Absolute scam company.

Awful company who do not care about delaying your flight. We was delayed by 3 hours or more and only had an apology. We got to our resort very late night , no food to have. I emailed Nouvelair a million of times and have been ignored.

It was a really bad experience, I would never ever use this company again. The plane is dirty, you can't use card on board only if you spend more than £5, I was paying by cash and they wasn't able to give me change back just some pounds some euro coins which is ridiculous. No online check in in 2024 🤦‍♀️🤦‍♀️🤦‍♀️ They cancelled my flight back from Tunis without any warning, I find it out at the airport. I needed to wait 26 hours for the next flight, they didn't provide accommodation, food or anything at all.....costumer service and the staff at the airport and on the plane are rude, the worse company I ever used.
Please never book flights with this company ever

This airline is a joke.
Horrible and rude customer service.
No hot food and all cramped in.
From the gate stuck in a bus for 25 minutes in 32degrees heat in Tunisia.
Paid extra for leg room and changed to basic at departure check in.
Keep well away.