Nouvelair Reviews 

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.

Had a very bad experience at the check in counter while checking in for a flight from frankfurt. A very rude and unprofessional lady was at the counter bossing around and being rude to customers. The worst customer experience EVER !!! Never again this airline!!

After all the bad reviews I saw I was a bit worried about my next flight to Tunis.
On check in desk everything was fine, I had few grams on my luggage more then I should have, but the staff was very kind, very lovely, very smiley also.
With both flights everything was fine, no delays, no grumpy staff, no problems!
Please DO NOT listen to all bad reviews, they are a good company and also they have on their duty free cheaper cigarettes and snacks.
I totally recommended this company and definitely I will flight with them next time If will be the case.

Has anyone successfully received compensation from Nouvelair for damaged baggage??They just ignoring my emails or massage? Its has been two months since they destroy my baggage...What is wrong with this airline they are so rude and they ignore customers...any one has any information that can help me???

DO NOT FLY WITH NOUVELAIR! This Airline does not even deserve 1 star it is the biggest scam of an airline. My mum and I booked a holiday to Tunisia and our return flight was cancelled before we even left for our holiday and we were not informed until we got to the airport the day of the return flight. There were no flights to our destination for the next TWO DAYS so we were stuck in the airport and ended up having to spend £300 each just to get home! The staff were not helpful at all and we have still not recieved a refund 3 months later for the flight which they CANCELLED or compensation for having to sleep in the airport overnight and spend money on a return flight.

DO NOT FLIGHT WITH THIS AIRLINE!!!!!!!!! Rude staff, flight always delayed!!
I wrote 3 emails to this company to complain about delayed flights, rude staff and being held on the platform in Gatwick airport for over an hour and not be able to use the toilet. They did not respond to any of them! I called them once and they ignored me, they asked me to send an email which I told them I did. I decided to call them again and the lady said that someone will respond to my complain (the same day). No one responded to it!

Plane was more than 3 hours late and the waiting time was without any information from the airline, even the airport crew didn’t know anything about the flight situation

This Airline does not even deserve a one star, delays occurred both outbound (25th of July due to technical issues) and inbound 1st August due to bad weather, in regards to the inbound flight once the plane had grounded we were sat waiting being told “another 5 minutes” each time when asked when can we leave the plane which went on for almost an hour. While on stand still, basic human rights to use the toilet were denied, with staff calling customers “big babies” for their own inability to communicate the further delay on letting us off the plane. Making a young girl cry as she desperately needed the toilet while the plane was just stationary, they refused to give their names when requested by the mother of the child. Numerous customers were asking for information but were being turned away. I strongly advise everyone to avoid this airline especially for those with young families. Having read other reviews it seems this airline is consistently prone to delays and it’s not worth putting yourselves through the frustration and stress, use another airline who will communicate and kinder staff.

We had a flight from Basel To Tunis and they didnt let my family trough because my two little siblings were on my moms passport. They didnt even let my other siblings go even tough they should have been able to because they are old enough. After that we went back and after a few days we booked another flight and went to our destination. Keep in mind we still had our flight ticket from Tunis to Basel that we wanted to use. So we didnt book another flight. But for some reason they canceled our flight and we didn't get our money. For the first and second flight. And we also had connected flights so we lost a lot of money. You cant even contact them. They are not helpful and you only get automated responses in the emails.