Tunisair-Siège Social, Charguia II Tunis Carthage Call Center : /

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2 WELCOME TO A WORLD OF BENEFITS Fidelys is the Tunisair loyalty program designed around our frequent flyers and tailored to their travel expectations and preferences. This program aims at rewarding them by allocating Miles as a compensation for flying with Tunisair.It also enables them to benefit from a wide range of advantages and exclusive Awards. The Fidelys program emphasizes the airline s vision of enhancing passengers travel experiences by delivering quality services, more rewards and extra opportunities of earning and spending miles. Being a Fidelys member, you are immediately identified as a favoured, privileged customer. Fidelys, let your trips be even more worthwhile by enjoying gorgeous times full of attractiveness, charm and pleasantness, by sharing moments plenty of care and permeable conviviality that account and stand for the marvellous reputation the company holds all over the world. Becoming a Fidelys Member Having 02 years old and more, You may : Either fill in and sign the subscription form available in : The Tunisair Sale Offices The Fidelys space located in Tunisair Head Office The «Espace Privilège» lounge at Tunis Carthage airport And return it to : The Fidelys Space: Tunisair Head Office, Charguia II Tunis Carthage, Tunisia 2

3 Or subscribe on-line by filling in the form available on Tunisair Web site: tunisair.com, by clicking afterwards on «Frequent flyer», «apply online». Subscription would be confirmed by the attribution of a temporary Card (pdf format). This temporary card should be communicated while making your reservation and/or at the check-in of your first flight. Such operation enables you to get your Fidelys final card. A Three Fidelys Card levels Apart from the Temporary Card, the Fidelys program consists of three levels of status : The Fidelys Classic Card valid for 3 years The Fidelys Silver Card valid for 12 months The Fidelys Gold Card valid for12 months Fidelys Card s advantages by level The Fidelys Temporary ccard Your participation to the program is effective as soon as you make your subscription and get your Temporary card (pdf format to be printed if the said subscription is made on line). This card allows the subscriber to accumulate Miles. It gives no Fidelys program s advantages whatsoever. The Temporary Card contains an identification number that you should imperatively indicate while making the reservation and/or the check-in of your first flight. Once your first flight is credited in your account, you will receive your Fidelys Classic card which enables you to benefit from the Fidelys Program s advantages. See summary table showing advantages by status level 3

4 The Fidelys Classic Card (1st level granted Card) offers you : The possibility of consuming your Miles as soon as your first flight is credited in your account; A baggage allowance of a piece of 32 kg instead of the piece weight allocated on your ticket Third priority on the waiting list at the airport; Priority baggage delivery, if you attach your Fidelys Luggage Tag; The ability to purchase an Award Ticket by converting Miles. This operation depends on seat availability and must be made no less than seven (07) days prior to the scheduled departure. The Fidelys Silver Card (2nd level granted Card) offers you : Check-in at Tunisair Business class counters in Tunisia as well as abroad which makes you feel at ease and save time; An additional baggage allowance of a piece of 23 kg Second priority on the waiting list at the airport; An invitation to the Business Class Lounge «Salon Privilège» at Tunis- Carthage airport, assuring you comfort in a very refined setting; Priority baggage delivery, if you attach your Fidelys Luggage Tag; A 25% extra Award Miles in addition to the Qualifying Miles earned thanks to the recording of your flights; 4

5 Privilege to maintain the Silver Status for a second year with a balance of «Status Miles» or «Qualifying» (OW) reduced in comparison to the first year s upgrading conditions; The ability to purchase an Award Ticket by converting Miles. This operation depends on seat availability and must be made no less than three (03) days prior to the scheduled departure. The Fidelys Gold Card ( 3rd level granted Card) offers you : Check-in at Tunisair Business class counters in Tunisia as well as abroad which makes you feel at ease and save time; An additional baggage allowance of a piece of 32 kg First priority on the waiting list at the airport; A free invitation, for you and any travelling companion of your choice, to the Business Class Lounges in all Tunisia and abroad airports that are served by Tunisair; An offer of a Fast Truck" access card for a quick passage to police control at Tunis-Carthage airport. The access card is provided at registration. Priority baggage delivery, if you attach your Fidelys Luggage Tag; A 50% extra Award Miles apart from the Qualifying Miles earned thanks to the recording of your flights; The privilege to maintain the Gold Status for second year with a balance of «Status Miles» or «Qualifying flights» (OW), reduced in comparison to the first year s upgrading conditions; The ability to purchase an Award Ticket at any time by converting Miles. This operation depends on seat availability. 5

6 Fidelys Youth Young frequent flyers aged between 02 and 24 years old are entitled to Classic, Silver and Gold Cards with the same advantages given to the adults but even with more flexible upgrading levels : Within a 12 months period of time, and from the moment you accumulate Status Miles or 24 Qualifying flights (OW), you may qualify for the Fidelys Silver status. As soon as you accumulate Status Miles or 30 Qualifying flights (OW), you may qualify for the Fidelys Gold status. Fidelys Family Family composed of no less than three Fidelys members and more travelling altogether on the same Tunisair regular flight will receive a 25% extra Award Miles per leg, calculated on the basis of the distance travelled as well as on the class of reservation. The bonus would apply systematically to each Fidelys member in his/her individual Fidelys account. To sollicit a Fidelys Family account, just apply directly by sending an to the following address: fidelys@tunisair.com.tn. With Fidelys, Discover the pleasure of accumulating Miles The Mile is the universal unit of measurement for aviation distances. It equals to 1609 meters and is, by extension, the unit used by almost all air companies loyalty programs. Miles are neither convertible into cash money, nor can be sold.tunisair reserves the right to legally prosecute any member s fraudulent manipulation of his/her Miles account. There are 2 types of Miles within the Fidelys loyalty program : 6

7 The Award Miles : Fidelys offers you Award Miles only on regular flights operated by TUNISAIR or on code-share flights undertaken on the quota of TUNISAIR. Fidelys offers you as well the following Welcome Award Miles as soon as you subscribe in the Program : A welcome bonus of 3000 Miles; A bonus of 600 Miles for any on-line membership; A bonus of 600 Miles if an address is provided; An extra bonus of 100 Miles for any of these additional pieces of information * ID number ( C.I.N or passport), * Nationality, * Mobile telephone number. Or during specific actions such as : Family bonuses; Status bonuses; The promotional bonuses promptly accorded during the commercial operations; The bonuses granted as commercial gesture by the Company; The bonuses earned through the use of our non-airline partners. The accumulation of these «Award» Miles is not taken into account as far as the upgrade to a higher card level is concerned. They only allow you to benefit from air awards (Award Ticket purchase, MCO Upgrade, MCO Excess Luggage, Prime Pet C) Status Miles: Status Miles serve only to determine the Fidelys member s card level (Classic, Silver or Gold). Status Miles are miles accumulated from every regular Qualifying flight operated by Tunisair or flights undertaken on code-share on the quota of Tunisair, at tariffs acceptable by the program. The coefficient attribution of Status Miles depends on the class of reservation as well as on the tariff applied on the travelled distance. 7

8 How to get access to Silver or Gold Status? The access level to move from Classic to Silver status : Silver Adult: Status Miles or 30 (OW) flights (For the first status year). Silver Youth: Status Miles or 24 (OW) flights (For the first status year). The access level to move from Silver to Gold status : Gold Adult: Status Miles or 50 (OW) flights (For the first status year). Gold Youth: Status Miles or 40 (OW) flights (For the first status year). Please Note: The moving from Classic Status to Gold Status is not allowed. To get access to Gold Status, the member must beforehand have a Silver card. The Qualifying/Status counter is reset to zero from the date of the new Status level s attribution. Furthermore, a privilege is accorded to Gold & Silver members in order to maintain their status for a second year with a balance of «Status Miles» or «Qualifying flights» (OW), reduced as compared to the first year s upgrading conditions. 8

9 Accumulating Miles, How it goes? By presenting your Fidelys card at the moment of the reservation and/or at the check-in of your flight, you earn Miles corresponding to your destination and your trip class benefiting, thereby, from the program s advantages and this in accordance with your card level. In addition to variant opportunities of earning Miles when travelling on Tunisair flights, Fidelys members can also enjoy the chances of accumulating extra Miles thanks to Fidelys program s non-air partners. (Sixt... Etc). Accumulated Miles depend on the class of reservation, on the tariff applied on the distance, on the travelled distance by destination and this according to the Mileage Table which is into effect. 9

10 Take pleasure in converting your Miles into Awards Take advantage of a wide range of air Awards choices. 1. The Award Ticket : The Award Ticket is a Tunisair ticket (duty free) which is paid by the Fidelys member in compensation for the Award Miles deduced from his/her account. It is used in flights undertaken by Tunisair for a one way or double legs. The beneficiary can be the subscriber or any person of his/her choice. For that end, any member should present his/her card and his/her PIN code (Personal Identification Number) to the Tunisair point of sale or make the purchase through the Tunisair website via the following address: The Award Tickets can not be booked unless seats, in chosen destination, are available in the class of reservation corresponding to the Fidelys Award Tickets (X in Economy Class and Z in Business Class). The airport taxes must be paid by the program s subscriber. Said taxes vary according to countries as well as according to airports.they must be settled at the moment of the ticket issuing. An infant under the age of 12 («Child ) may benefit from an Award ticket. A UM (child under the age of 12 not accompanied by an adult) travelling with an Award ticket will be required to pay additional taxes for certain destinations, The accumulation of two accounts for the acquisition of an award is not allowed. and this in accordance with regulations in effect. The trip with an Award ticket does not entitle to the accumulation of Miles on the account of the Member The deadlines to be respected before any reservation depend on the Fidelys card's level: For Classic members, the Award Ticket reservation has a deadline of 07 days prior to the scheduled departure. For Silver members, the Award Ticket reservation has a deadline of 03 days prior to the scheduled departure. For Gold members, the Award Ticket reservation can be done at any time before the scheduled departure. 10

11 Please Note: The non-compliance with these above exposed time limits would be subject to a penalty of 50% Award Miles. Tunisair reserves the right to modify the conditions of Award Miles attribution, in particular the number of Miles required. It can also cancel any provided program s awards. Such modification or cancellation may take place without notice and with immediate effect. The Award Ticket is valid for 03 months from the scheduled departure time with the possibility of cancellation or routing, date, changes. These operations depend on the subscriber s express request and in accordance with the conditions set out below : The terms of cancellation and reimbursement of an Award Ticket : Any requested cancellation or reimbursement of an Award Ticket, in progress of validity, must take place at the level of the Tunisair agency that issued the ticket in question.the said request is authorized on the same day of the Award Ticket s issuance, with the re-creditation of 100% of the Award Miles and the reimbursement of airport taxes as well. The cancellations which will follow this date would be subject to a 20% penalty with the re-creditation of only 80% of the Award Miles. If the Award Ticket s purchase is conducted on-line, the penalty to be applied in case of refund will be reduced to 10% only. It is worth noting, however, that the reimbursement of Award Tickets purchased on-line has to be made exclusively by request to the following address: resaonline@tunisair.com.tn 11

12 Please Note : In case of an expiration of an Award Ticket s validity period, only the airport taxes are refundable in accordance with the Tunisair s General Conditions of Sales. The terms of modification of an Award Ticket vary according to the status : Please Note : In case of an expired validity period, any change touching the Award Ticket is not authorized. 2. The Upgrade Award: The Upgrade Award is authorized only to the member himself. It may in no case be transferred to anybody else whatsoever. The Upgrade Award s purchase has to take place exclusively at the level of a 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 shouldas well dispose of a sufficient Award Miles'balance. The Upgrade Award is allowed only for a simple one way (OW) paid ticket in classes: Y.M.B.K.Q, L according to a predefined table accessible on Tunisair website: tunisair.com, and this is simply by logging into your account. The accumulation between an Award Ticket and an Upgrade Award is not authorized. 12

13 The Upgrade Award is valid 03 months from the date of the fl, with the possibility of cancellation. The Upgrade Award is valid only if a seat is available in Business Class. Its validation is also 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 making an express request of cancellation in accordance with the conditions set out below. The terms of cancellation and modification of an Upgrade Award : An Upgrade Award that was unused is reimbursable but not modifiable. Any requested cancellation and reimbursement of an Upgrade Award is authorized with the re-creditation of 100% of the Award Miles, provided that the operation is made within a deadline not overtaking 03 months of of its emission Please Note: In case of an expired validity period, any change touching the Upgrade Award is not authorized. 3. Excess Luggage Award: The beneficiaries can be the members themselves or any person of their choice. The purchase of an Excess Luggage Award has to be exclusively made at the level of a Tunisair sales office in Tunisia as well as abroad, and has to be given in exchange for Award Miles. For that end, you should be fitted with your Fidelys card and your PIN code. You shouldas well dispose of a sufficient Award Miles'balance. 13

14 The Luggage Award is only authorized for a one way (OW) flight. It is limited to 2 pieces of 23 kg.find out more (Excess luggage award table). An Excess Luggage Award is valid for 03 months from its emission date, with the possibility of cancellation or routing and date changes, at the express request from the part of the Fidelys member, and according to the conditions set out below : The terms of cancellation of an Excess Luggage Award : Any requested cancellation of an Excess Luggage Award is authorized on the same emission day with the re-creditation of 100% of the Award Miles. Cancellations following this date would be subject to a 20% penalty with the recreditation of 80% of the Award Miles only. Please Note : In case of an expired validity period, any cancellation touching the Excess Luggage Award is not authorized. 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. 14

15 The PETC Award is based on a scale fixed per area. 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 or routing and date changes, at the express request of the member, and in accordance with the conditions set out below: The terms of cancellation of a PETC Award: Any requested cancellation of a PETC Award is authorized on the same day of its issuance, with the re-creditation of 100% of the Award Miles. The cancellations which will follow this date would be subject to a 20% penalty with the re-creditation of only 80% of the Award Miles. Please Note: In case of an expired validity period, any change or cancellation touching the PETC Award is not authorized. 15

16 And yet more benefits to come! 1. Purchase of complementary Miles for an Award Ticket : Not enough miles for the obtaining of an Award Ticket or an MCO Upgrade Award???? We propose you how to acquire The purchase of Award Miles Miles is permitted via the Tunisair web site at the following address: by acceding into Fidelys Space's rubric, Or through the Tunisair agencies in Tunisia as well as abroad and this is just in multiples of For this end, the member must be in possession of a valid Fidelys card s number, a valid Credit card as well if he or she purchases through Tunisair web site. The purchased Award Miles are then instantly credited into the member s account. 16

17 Any discrepancies identified by the Fidelys member should be subject to an adjustment request and this within a period not exceeding 07 days. Beyond this deadline, the said request would no longer be admissible. Please Note : The reimbursement or cancellation of an MCO Miles Award s purchase is not allowed. 2. Do you ever want to change the Status? Not enough Status Miles for maintaining your status or for accessing to higher status? You have the opportunity to convert your Award Miles into Status ones or/and to acquire. 2.1 Conversion of Award Miles to rise to higher status : The conversion of Award Miles into Status Miles, enabling to get access to higher status, has to take place either at the level of Tunisair sales offices or within the Fidelys space at the Tunisair Head Office. A c For that end, the member must have a sufficient Award Miles balance (enabling the conversion transaction), a valid Fidelys card s number and a PIN code as well. The request for Award Miles conversion to maintain status or to get access to higher status must be notified in writing to one of Tunisair sales offices or to the Fidelys space, either by presence of the member him/herself fitted with his/her card or by sending an to the following address : Fidelys@tunisair.com.tn. The mentioning of the PIN number is necessary in both cases. lplease note: The reimbursement or cancellation of the Status Miles conversion is not lowed. 17

18 If the Status Miles obtained after the conversion are not sufficient, it is possible for the member to proceed to the purchase of the missing ones. 2.2 Purchase of Miles' differential: You only need to check your Status Miles balance and then seize the opportunity offered by the Programme to purchase the Miles differential needed for the rising to higher status. The purchase of the differential of Miles that may enable you to rise to higher status is permitted via Tunisair s web site at the following address: rubric Fidelys Space, or through the Tunisair s agencies in Tunisia as well as abroad. For that end, the member must be in possession of a valid Fidelys card s number, a valid Credit card as well if the purchase is conducted through the Tunisair s web site. Please Note: The reimbursement or cancellation of the purchase operation is not allowed All to know about your Fidelys account To keep track of your Fidelys account's evolution : Your account statement : - Your account statement is permanently accessible on-line by connecting to the website:tunisair.com, Fidelys Space; - If ever you prefer to receive your account statement by letter or by e- mail, please let us know through the electronic address : fidelys@tunisair.com.tn and we will have pleasure to send it to you; 18

19 - You may also check your account statement by asking your Tunisair agency or by contacting the Fidelys space which is located in Tunisair Head Office. You have forgotten your PIN Number? Please let us be informed by sending an to : fidelys@tunisair.com.tn if ever you have lost your PIN number but still have a valid address saved in your account. You have lost your Fidelys Card or your Fidelys Luggage tags? If you lost your Fidelys Card or your Fidelys Luggage tags, a duplicate would be issued following your request: - The request may be done: By through the electronic address: fidelys@tunisair.com.tn; Directly at the Fidelys Space (located at Tunisair s Head Office); Within Tunisair s Sales points. - The Duplicate Card is subject to charges. The Payout is carried out in Miles, to be automatically deducted from the Fidelys account, in accordance with the schedule into effect and the conditions defined by the Program; Do you wish to modify and/or accomplish the personal data (postal address, mailing address, phone number ) appearing on your Fidelys account? To that end, you are invited to: Either get access to our web site address: and then update your Profile thanks to your Fidelys identifier as well as your PIN number. Or communicate, through the following address: fidelys@tunisair.com.tn, all the necessary information enabling us to best respond to your request. Missing trips on your statement account? Any noted discrepancy should be subject to an adjustment request which has to be made by posting or by mailing to the following electronic address: fidelys@tunisair.com.tn, or through our Tunisair web site: simply by connecting with your Fidelys identifier as well as your PIN number. Operation should take place within a period not exceeding 06 months from the scheduled flight s departure. 19

20 You have any suggestion or claim to make as far as the Fidelys program is concerned? Send an and let us know about it through the following electronic address : Opinions@tunisair.com.tn. 20