Faq

The Fidelys program is above all a way to thank you for your trust and loyalty. It offers the most loyal among you personalized services and multiple advantages and Awards.

• To earn Fidelys Miles every time you fly with Tunisair or one of our code-share partner airlines
• To benefit from an additional baggage allowance depending on your destination and status.
• To enjoy several benefits thanks to your Miles.
• To take advantage of many benefits associated with your Status.

On our Website, Section : Fidelys Space :

• General terms and conditions of use.
• FIDELYS Practical Guide.

You can join online via www.tunisair.com by clicking on Espace FIDELYS "Join Fidelys".

Membership application forms are also available at Tunisair agencies, Espace Fidelys in Tunisair Head Office and at the "Espace Privilège" lounge at Tunis Carthage airport.

Your membership is confirmed when you receive your temporary card (.pdf printable format if you have signed up online). Simply provide this card during booking or check-in for your first flight so that first trip is added to your account and you access your Classic status.

Yes, all children aged 2 years and older can join the FIDELYS program.

No, FIDELYS accounts are always nominative and individual. Therefore, you can only earn Miles for flights that you have flown yourself or from our non-airline partners. For the flights of your family members to be taken into account, you must open a personal Fidelys account for them. Once this is done, you can enjoy an additional Family Bonus each time you travel with Tunisair.

Families composed of 02 members to 09 members, already members of this program, will benefit from a 20% Bonus of additional Award Miles each time they travel, even individually, with Tunisair, at a fare accepted by the program. This Bonus will be awarded systematically in the family account.

To apply for a Fidelys Family account, you just have to request it directly on our Site, Section: Espace Fidelys by clicking on Fidelys Family or send us an e-mail to: fidelysfamily@tunisair.com.tn.

Young people aged between 02 and 24 benefit from the same advantages as FIDELYS Adult members but with more accessible levels of Promotions when moving from one Status to another. For more information, please visit www.tunisair.com, by clicking on Espace FIDELYS.

Yes, retroactive credit is allowed for flights you have taken over the last 4 weeks before your enrollment date.

The request should be made by email to: fidelys@tunisair.com.tn, please indicate your ticket numbers, flight numbers, and your destination.

You are eligible for only one Fidelys account. Please send the numbers of the two accounts by e-mail at: fidelys@tunisair.com.tn, and we will proceed to the merger of the two accounts.

The Classic Card is valid for 36 months (3 years).

The Silver Card is valid for 12 months.

The Gold Card is valid for 12 months.

You can change your personal contact information (address and contacts) online at www.tunisair.com. Section: Espace Fidelys, 'your space' (enter your login and PIN code) / " Change my settings ". You can also send an email to: fidelys@tunisair.com.tn.

You can request it directly online at www.tunisair.com Section : Espace Fidelys, then click on Forgotten PIN code or contact us by e-mail at: fidelys@tunisair.com.tn. Your PIN code is confidential, please make sure that your personal email address given during your enrollment is correct. You can also visit us in our Espace Fidelys (located at Tunisair Head Office in Tunis) or go to the nearest Tunisair agency.

You can check your balance at any time via www.tunisair.com by clicking on Espace FIDELYS. Please enter your card number and PIN code or send us a request by e-mail to: fidelys@tunisair.com.tn.

Simply provide your FIDELYS card number when booking or check-in for your flight and at each transaction you do with our non-airline partners.

You can send a claim to Fidelys with the data relating to the missing flights (ticket numbers, flight numbers and dates, ...). This claim can be made either online at www.tunisair.com, "Espace Fidelys", "Your space" (enter your username and PIN code), "Fidelys Claim" (choose " missing flights " in the type of claim field and enter the required data), or by e-mail at fidelys@tunisair.com.tn.

The Miles earned depend on the booking class, the fare applied on the route and the distance travelled per destination, in accordance with the Mileage Grid and the Status Miles Award Coefficient, available on our website www.tunisair.com.

Award Miles are valid for life, if the member travels at least once every 36 months on Tunisair routes.

Status Miles are valid for 12 months from the date the first Status Mile (or level date) is awarded. You can reach the higher Fidelys status at any time of the year as soon as the necessary Status Miles / qualifying flight threshold is reached. The Status Miles counter is reset to zero as from the date of attribution of the new Status.

No, Miles are not transferable from one account to another, regardless of the relationship between members. But Fidelys offers you the possibility to offer an Award ticket, an Additional Baggage Reward or a PETC Award to the person of your choice. However, Upgrade Awards cannot be offered.

Fidelys gives you the possibility to buy Miles. All you have to do is to visit www.tunisair.com : 'Espace Fidelys', 'Your space' (enter your ID and PIN code), 'Buy Miles', or go to the nearest Tunisair agency.

Yes, purchasing Miles allows you to maintain your current status or to reach the higher Silver or Gold status. You can buy Miles via www.tunisair.com in the "Espace Fidelys" section, or from Tunisair agencies in Tunisia and abroad. To do so, you shall have a valid Fidelys card number and a valid credit card (if you purchase online).

Mileage purchases are nonrefundable. All purchases are final.

The conversion of Award Miles into Status Miles to maintain your current status or to reach higher Silver or Gold status is carried out at Tunisair agencies or at the espace Fidelys in Tunisair head office. For this purpose, the member must have a valid Fidelys card number and a PIN code.

The request to convert Award Miles to access the higher status must be notified in writing (via a Form provided on site), at the Tunisair point of sale or at the espace Fidelys, in the presence of the member with their card or sent by e-mail to the following address: Fidelys@tunisair.com.tn. The change of Status will take effect immediately after the conversion of Miles.

No, cancellation of the mileage conversion is not allowed.

First, you need to check the Award chart and see if you have enough Award Miles in your account. Also, you need your Fidelys Card number and your PIN code. You can purchase your Award Ticket online via www.tunisair.com or contact a Tunisair agency.

Yes. This time limit depends on your Fidelys card.

• FIDELYS CLASSIC : 7 days minimum before the departure date.
• FIDELYS SILVER : 3 days minimum before the departure date.
• FIDELYS GOLD : no delay required.

Please read the Fidelys Practical Guide available on our website www.tunisair.com.

The Award Ticket is valid for 12 months from the date of travel. Beyond that, it is definitively lost (neither exchangeable nor refundable). Only airport taxes are refundable in accordance with Tunisair's General Terms and Conditions of Sale.

Yes, if it is still valid (12 months). The Award Ticket can be modified (change of date/time, destination), cancelled and refunded when explicitly requested by the member, in accordance with the terms and conditions set out in the Fidelys Practical Guide available on our website www.tunisair.com.

An Additional Baggage Award is valid for 03 months from the date of issue.

This Award is limited to 02 pieces of 23 kg each per flight (one way trip).

Yes. An additional baggage allowance is granted according to your destinations, booking class and status. See Fidelys Benefits related to additional baggage allowance.

Members or a person of their choice can benefit from this Award.

The purchase of an Additional Baggage Award is made exclusively inTunisair agencies, in Tunisia and abroad.

There is no time limit.

An Upgrade Award is valid for 03 months from the date of issue.

The Upgrade Award is authorized only in favor of the members themselves and cannot be offered to another person under any circumstances.

The purchase of an Upgrade Award is exclusively made in Tunisair agencies, in Tunisia and abroad.

The Upgrade Award is only valid if there are business class seats available and it is subject to the agreement of the Station Manager or a person who acts on their behalf.

The Upgrade Award is valid only on one flight for one-way tickets in the following fare classes: Y, M, B and K.

It is not possible to combine the two.

The PETC Award allows the payment of the transport of pets in the cabin, with Award Miles, in accordance with Tunisair's General Terms and Conditions of Sale.

You can buy a PETC Award in Tunisair agencies, in Tunisia or abroad. The purchase can only be made once the booking of this service has been approved.

To purchase a PETC Award, you need your Fidelys card number and PIN code and a sufficient balance of Award Miles.

To be accepted in the cabin, the weight of the pet must not exceed 08 kg including container (in accordance with Tunisair's General Terms and Conditions of Sale).

A PETC Award is valid for 03 months from the date of issue.

Yes, if it is still valid (03 months). The PETC Reward can be cancelled or refunded when explicitly requested by the member, in accordance with the terms and conditions set out in the Fidelys Practical Guide available on our website www.tunisair.com.

On www.tunisair.com and click on Espace FIDELYS / Section "Our Partners" or feel free to ask one of our agents in Tunisair agencies in Tunisia and abroad.

No, Miles are not exchangeable for the services of our Partners. However, the services purchased from our Partners allow you to earn Miles. .

By mail: Tunisair Head Office - 2035 Tunis Carthage, Tunisia

By email : fidelys@tunisair.com.tn.