Terms and Conditions of Carriage

CHECK-IN TIMES

International Flights between Samoa & New Zealand and Samoa & Australia
Check-in counters open 2 to 3 hours prior to the scheduled departure times of the flights showing on your itinerary. All Samoa Airways’ international flights to/from New Zealand and Australia operate from Faleolo International Airport, Samoa.

International Flights between Samoa and American Samoa
Check-in counters open 1 hour prior to the scheduled departure times of the flights showing on your itinerary. All Samoa Airways’ international flights to/from Pago Pago, American Samoa operate from Fagali’i International Airport, Samoa

IMPORTANT NOTE: Our check-in counters close 1 hour prior to the scheduled departure times of the flights showing on your itinerary for our International Flights to/from Samoa to New Zealand and Australia and 30 minutes for our International Flights to/from Samoa to American Samoa. Due to heightened security measures worldwide, we kindly request that once you have completed check-in, please proceed directly to clear Security and Immigration and continue to your boarding gate to await the boarding of your flight. This will help us ensure your flight departs on time. Please note that if you fail to observe our check-in times you may miss your flight and forfeit the fare you paid.

If travelling in large groups or require additional assistance, we recommend that you check-in early at least 2 hours prior to the scheduled departure times of your flights. If you have a Special Service Request, please email us on enquiries@samoaairways.com or enquiries@polynesianairlines.ws at least 12 hours prior to the scheduled departure times of your flights.

PASSPORT & VISA REQUIREMENTS

Please read detailed passport and visa requirements here

FARES AND FEES

All Samoa Airway’s fares are subject to availability at the time of purchase. You can choose a fare that suits your travel plans and budget from our suite of Malaga Deals ranging from Economy to Business Class fare types. Your itinerary displays the fare you have purchased from us and the taxes, fees and carrier imposed charges which are added onto your fare to give you the total fare purchased showing in the Payment Summary section of your itinerary.

For more information about the rules and conditions of the fare you have purchased and products included, please ask your Travel Agent or send us an email on enquiries@samoaairways.com or enquiries@polynesianairlines.ws or if booking online; please click on the tabs below. 

Fiafia Saver
FiaFia Smart
Fiafia Plus
Fiafia Flexi
Fiafia Premium (Business Class)

Rules and Conditions

Checked / Hold Baggage: 1 x 23kgs

Carry-on / Cabin Baggage: 1 x 7kgs

Inflight Entertainment: Free Movies + Games (using own personal device)

Meals: Hot Meal + Drinks (Tea, Coffee, Water, Juice)

Name changes: Not permitted – Refer Airline

Cancel Fees – ADT/CHD Only: WST150 / NZD75 / AUD75

Cancel / Refund – Outside 24 hours of flight departure: Cancel: Permitted. Cancel fee
applies. Refund: Only to voucher

Cancel / Refund – Inside 24 hours of flight departure: Not permitted

No-show: No-show sector cancelled and fare forfeited

Changes outside 24 hours of flight departure: Permitted. Change fee + fare difference applies

Changes inside 24 hours of flight departure: Not permitted

Change/Rebook Fees – ADT/CHD Only: WST150 / NZD75 / AUD75

Rules and Conditions

Checked / Hold Baggage: 1 x 23kgs

Carry-on / Cabin Baggage: 1 x 7kgs

Inflight Entertainment: Free Movies + Games (using own personal device)

Meals: Hot Meal + Drinks (Tea, Coffee, Water, Juice)

Name changes: Not permitted – Refer Airline

Cancel Fees – ADT/CHD Only: WST150 / NZD75 / AUD75

Cancel / Refund – Outside 24 hours of flight departure: Cancel: Permitted. Cancel fee
applies Refund: Only to voucher

Cancel / Refund – Inside 24 hours of flight departure: Not permitted

No-show: No-show sector cancelled and fare forfeited

Changes outside 24 hours of flight departure: Permitted. Change fee + fare difference applies

Changes inside 24 hours of flight departure: Not permitted

Change/Rebook Fees – ADT/CHD Only: WST150 / NZD75 / AUD75

Rules and Conditions

Checked / Hold Baggage: 1 x 23kgs

Carry-on / Cabin Baggage: 1 x 7kgs

Inflight Entertainment: Free Movies + Games (using own personal device)

Meals: Hot Meal + Drinks (Tea, Coffee, Water, Juice)

Name changes: Not permitted – Refer Airline

Cancel Fees – ADT/CHD Only: WST150 / NZD75 / AUD75

Cancel / Refund – Outside 24 hours of flight departure: Cancel: Permitted. Cancel fee applies. Refund: Only to voucher

Cancel / Refund – Inside 24 hours of flight departure: Cancel: Permitted – cancel fee applies. Refund: Only to voucher.

No-show: No-show sector cancelled and fare forfeited

Changes outside 24 hours of flight departure: Permitted. Change fee + fare difference applies

Changes inside 24 hours of flight departure: Permitted. Change fee + fare difference applies

Change/Rebook Fees – ADT/CHD Only: WST150 / NZD75 / AUD75

Rules and Conditions

Checked / Hold Baggage: 1 x 32kgs

Carry-on / Cabin Baggage: 1 x 7kgs

Inflight Entertainment: Free Movies + Games (using own personal device)

Meals: Hot Meal + Drinks (Tea, Coffee, Water, Juice)

Name changes: Not permitted – Refer Airline

Cancel Fees – ADT/CHD Only: WST100 / NZD50 / AUD50

Cancel / Refund – Outside 24 hours of flight departure: Cancel: Permitted. Cancel fee
applies. Refund: To form of payment – at discretion of airline.

Cancel / Refund – Inside 24 hours of flight departure: Cancel: Permitted. Cancel fee
applies. Refund: To form of payment – at discretion of airline.

No-show: Permitted – FOC rebooking + fare difference if same class fare not available. NOTE: Must rebook no-show sector within 24 hours after flight departure otherwise no-show sector will be forfeited.

Changes outside 24 hours of flight departure: Permitted. Fare difference only

Changes inside 24 hours of flight departure: Permitted. Fare difference only

Change/Rebook Fees – ADT/CHD Only: Fare difference only

Rules and Conditions

Checked / Hold Baggage: 2 x 32kgs each

Carry-on / Cabin Baggage: 1 x 7kgs + Small personal bag laptop size

Inflight Entertainment: Free Movies + Games (using own personal device)

Meals: Full business class service

Name changes: Not permitted – Refer Airline

Cancel Fees – ADT/CHD Only: WST100 / NZD50 / AUD50

Cancel / Refund – Outside 24 hours of flight departure: Cancel: Permitted – cancel fee applies Refund: Only to voucher or refund to form of payment: At discretion of airline.

Cancel / Refund – Inside 24 hours of flight departure: Cancel: Permitted – cancel fee applies Refund: Only to voucher or refund to form of payment: At discretion of airline.

No-show: Permitted – FOC rebooking. Pay fare difference only if same class fare not available. NOTE: Must rebook no-show sector within 24 hours after flight departure otherwise no-show sector will be forfeited.

Changes outside 24 hours of flight departure: Permitted. Fare difference only

Changes inside 24 hours of flight departure: Permitted. Fare difference only

Change/Rebook Fees – ADT/CHD Only: Fare difference only

 

BULKY CARRY-ONS & EXCESS BAGGAGE

Applies to Samoa Airways’ flights between Samoa & American Samoa only
For safety reasons, Samoa Airways does not permit the carriage of bulky items onboard the aircraft cabin regardless of whether they weigh 5 kilograms or less. Carry-on baggage must fit under the seat in front of you and must be presented at the time of check-in to ensure its weight is accounted for during the flight planning process. Samoa Airways reserves the right to confiscate any bulky carry-on baggage during the boarding process and customers will pay for the freight costs to send the items to their final destination.

Applies to all Samoa Airways’ flights
Our decision to accept your excess baggage at our check-in counters at the Airports will all depend on the weight availability of your flight on the day of departure and full payment of your excess baggage.

EXCESS BAGGAGE CHARGES AT THE AIRPORT

International flights between Samoa & New Zealand & Australia – Applies to 1 piece maximum 23kgs
From Samoa: WST250 per piece; From Auckland: NZD150 per piece; From Sydney: AUD150 per piece

International flights between Samoa & American Samoa
From Samoa: WST5 per excess kilogram; From American Samoa: USD5 per excess kilogram

INTOXICATED PASSENGERS

Intoxicated passengers or drunken passengers displaying aggressive behaviour or who smell excessively of alcohol will be refused boarding until fully sober. No third party check in is allowed, all passengers intending to travel must be available at the check in counter in person to check in.
All transiting passengers with their cabin or checked baggage who leave the aircraft or the sterile areas whilst the aircraft is in transit will be subject to screening or search before re-boarding the aircraft.

SECURITY MESSAGE

Samoa Airways takes the security of its passengers onboard its flights very seriously. Any individual who exhibits disruptive or threatening behavior will not be allowed to board or will be removed from the flight. Federal legislation permits penalties to include substantial fines, imprisonment or both for any person convicted of making threats against aviation even if they are made as a joke or hoax. In addition to any action law enforcement agencies may take against a passenger, Samoa Airways reserves the right to seek recovery of any financial loss suffered as a direct or indirect result of such threats.

DANGEROUS GOODS

There are certain goods which cannot be taken onboard our aircraft or carried in your checked baggage. Please refer to our Terms and Conditions of Carriage available on our website www.samoaairways.com for a list of these items.

OVERBOOKING OF FLIGHTS

Airline flights may be overbooked and there is a slight chance that a seat will not be available on a flight for which a person has a confirmed reservation. In the rare event a passenger holding a confirmed and paid booking on a Samoa Airways’ flight is affected due to overbooking, Samoa Airways will use its best endeavors to manage the situation prior to boarding and will also consider a range of other options such as re-accommodating the affected passenger onto its next available flight or offer reasonable compensation in recognition of the inconvenience. If you need additional information, please email us on enquiries@samoaairways.com or enquiries@polynesianairlines.ws

CONDITIONS OF CARRIAGE

Carriage and other services provided by Samoa Airways are subject to our Fare Rules and Conditions of Carriage which form part of our contract. The Conditions of Carriage include (amongst other things): (A) Limits on our liability for personal injury or death of passengers and for loss, damage, or delay of goods and baggage; (B) Restrictions and procedures that apply to any claims you may make against us; (C) Our rules about bookings, seat allocations, ticketing, baggage, check-in times, refusal of carriage; (D) Our rights and limitations concerning flight delays or cancellations, including schedule changes, substitution of alternate airline or aircraft and rerouting; and (E) Information regarding the management of your Personal Information. You may access these Conditions of Carriage and Fare Rules available online through our website www.samoaairways.com Unless the Fare Rules that apply to your travel state otherwise, refunds of your ticket price are not available and any refund which is available will be made in the manner set out in the Conditions of Carriage. Samoa Airways may charge reasonable fees in relation to any refunds, ticket re-issuance and other circumstances as set out in our Fare Rules and Conditions of Carriage. Samoa Airways reserves the right to change fares before you pay for your reservation. Your Reservation/Confirmation Number is confidential and should only be given to Samoa Airways’ staff or your Travel Agent. Anyone with access to your Reservation/Confirmation Number will have access to your personal information. This document and any accompanying attachments are intended for the person named only. The information contained in this document may include Personal Information. If you are not the named person, any use, interference with, disclosure or copying of this document, including any attachments is unauthorised and expressly prohibited. You can access Samoa Airways’ Full Terms and Conditions of Carriage on our website www.samoaairways.com or you can email us on enquiries@samoaairways.com or enquiries@polynesianairlines.ws or ask your Travel Agent for a copy.

FEEDBACK

If you would like to provide feedback to Samoa Airways about your experience or to lodge a complaint, please use the form on our dedicated Feedback page

CONTACT US

Samoa Airways: 2nd floor, Samoa National Provident Fund Building, Beach Road, PO Box 599, Apia, Samoa
Tel: +685 21261
Facsimile: +685 20023
URL: www.samoaairways.com
Email: enquiries@samoaairways.com
Email: enquiries@polynesianairlines.ws