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FIDELYS Space Fidelys F.A.Q's

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FIDELYS FAQs(FREQUENTLY ASKED QUESTIONS)

Q : The Fidelys Program?

A : The Fidelys program is foremost a way of thanking you for your trust and loyalty. It offers personalized services and many other rewards and benefits to its more faithful members.

Q : Why joining the Fidelys Program?

A :
- To earn Miles on every trip you make on Tunisair regular flights, or on other code-sharing airlines on the quota of Tunisair.
- To benefit from an additional luggage allowance.
- To enjoy many benefits thanks to your Miles.
- To take advantages of many benefits associated with your Status.

Q : How can I consult the general conditions of participation and the Fidelys Guide’s program?

A :
General Conditions of membership
Fidelys Guide’s Program

Q : How can I join the Fidelys Program?

A : You can subscibe directly on-line through the Tunisair web site tunisair.com just by clicking on Fidelys space “join fidelys’’.

You will also find application form of membership at Tunisair Sales points, at Fidelys space (located at Tunisair Head Office) and at Tunisair « Salon Privilège » lounge within the Tunis -Carthage airport.

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.

Q : I am a new member and I have not yet received my Fidelys card. When shall I receive it?

A : Your card will be sent to you as soon as your first trip on Tunisair flights is registered on your account.

Q : Can my children join the Fidelys Program?

A : Yes, all children aged 2 years and older may join the Fidelys Program.

Q : Can a family earn Miles collectively on the same account?

A : No, Fidelys accounts are nominative. You can, therefore, accumulate Miles only on flights (or other activities such as hotel stays or car rentals) that you have made yourself.
To ensure that your family flights are taken into consideration, you must open an individual Miles’ account for each one of them. Once done, you can enjoy an extra Family Bonus every time you travel altogether on the same Tunisair regular flight.

Q : What is Fidelys Family?

A : Family composed of no less than three Fidelys members travelling altogether on the same Tunisair regular flight will receive a bonus of 25% extra Award Miles per leg, calculated, on the basis of the distance travelled, on the class of reservation as well. This bonus would apply systematically to each Fidelys member in his/her individual Fidelys account. To solicit a Fidelys Family grouping, just apply directly by sending an e-mail to the following electronic address: fidelys@tunisair.com.tn.

Q : Does the Fidelys Program offer the same benefits and promotion levels for the youth as for the adults?

A : No, young people aged between 02 and 24 years enjoy the same benefits given to adult ones but even with more flexible upgrading levels for the passage from one Status to another.

For further related information, you are invited to log into the Tunisair web site tunisair.com, just by clicking on the Fidelys Space.

Q : I just joined the Fidelys Program; can I record my previous flights?

A : Yes, Fidelys offers you the possibility to record the flights that were undertaken with Tunisair regular flights during the 04 weeks preceding your membership to the Program.
The said request should be made through e-mail to: fidelys@tunisair.com.tn, by precising your travel dates along with your flights’ numbers, and/or tickets’ numbers and origins/ destinations.

Q : I have received 2 Fidelys cards in my name with 2 different numbers. What shall I do?

A : You are eligible for one Fidelys account.
If you really have more than one account, you are requested to contact us by e-mail at fidelys@tunisair.com.tn. in order to merge them into one account.

Q : What is the validity period of a Classic Card?

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

Q : What is the validity period of a Silver Card?

A :The Silver Card is valid for 12 months.

Q : What is the validity period of a Gold Card?

A : The Gold Card is valid for 12 months.

Q : I have lost my Fidelys card. What should I do?

A :You should contact Fidelys (by e-mail, fax or phone) to request a duplicate card. You can also present yourself directly to the Fidelys Space.
Of course, all the earned Miles will be fully preserved.
By mail to: Tunisair Head Office 2035, Tunis-Carthage, Tunisia
By e-mail to: fidelys@tunisair.com.tn
By fax to: +216 70 836 952

Make sure beforehand that your home address, provided during your membership in the program, is correct.

Q : How can I modify my personal data?

A : You can change your personal data (address and contact) directly online at www.tunisair.com : "Fidelys Space", just by entering your username and PIN code: “Changing your parameters”.
You can also e-mail or fax the Fidelys entity.

Q : I have forgotten my PIN code. What should I do?

A : If you have forgotten your PIN code but still have a valid e-mail address in your account, please let us be informed by sending an e-mail to: fidelys@tunisair.com.tn, or do contact us within the Fidelys space (located at Tunisair Head Office) or nearby any of Tunisair Sales points.
It is worth noting, however, that your PIN code is confidential.

Q : What should I do to consult my account statement?

A : You can check your balance at any time via the internet at: www.tunisair.com by clicking on Fidelys space, just by being identified with your card number and your PIN code. Or simply upon request to: fidelys@tunisair.com.tn.

Q : What should I do to have my Miles automatically credited in my account?

A : Simply present your Fidelys card at the moment of the reservation, while making the check-in of your flight and in every transaction with our non-airline partners.

Q : I checked my Miles balance and some flights are missing. What should I do?

A : You can send a claim directly online containing informations concerning missing Flights (tickets’numbers, flights’numbers, and origins/destinations ).
This claim can be done online at: www.tunisair.com: "Fidelys Space", ‘Your Space’ (introduce your username and PIN code), "Fidelys Claim"( Choose ‘Missing Flights’ and indicate all required informations).
You can also make the operation by sending an e-mail to: fidelys@tunisair.com.tn

Q : On what basis is calculated the Miles that will be recorded on my account?

A : Accumulated Miles depend on the class of reservation, on the tariff applied on the route, on the travelled distance by destination, and this according to the Mileage Table and the Attribution’s Coefficient of Status Miles, available on our Tunisair web site: tunisair.com

Q : What is the validity period of Award Miles?

A : The Award Miles are valid for life if the member travels on Tunisair flights at least once every 36 months.

Q : What is the validity period of Status Miles?

A : The Status Miles are valid for 12 months from the attribution date of the first Status Mile (or level date). You can get access to a higher Fidelys status at any time of the year provided that the threshold of Status Miles / Qualifying flight required is met.
The Status Miles’ counter is reset to zero once a new status is attributed.

Q : My wife( husband ), a family member, a relative, has also a Fidelys account but she ( he ) does not have enough Miles to get benefit from an Award ( Award Ticket, Excess Luggage Award... ). Can I transfer Miles from my account into the account of one of them?

A : No, Miles are not transferable from one account into another regardless of the relationship between the members. Nevertheless, Fidelys gives you the possibility of offering an Award Ticket, an Excess Luggage Award or a PETC Award for any person of your choice.
It is worth noting, however, that Upgrade Awards can’t be offered.

Q : I do not have enough Miles for an Award

A : Fidelys offers you now the opportunity to purchase Miles for yourself or for any other person. You have just to log into the Tunisair web site at: tunisair.com: Fidelys Space simply by entering your username and PIN code, or by visiting the Fidelys space ( located at Tunisair Head Office ), or nearby any Tunisair sale point.

Q : Do the Miles that I purchase allow me to move to Silver or Gold Status?

A : Yes, the purchase of the differential of Miles, allowing you to maintain your status or to get access to Silver or Gold Status, is authorized via the Tunisair web site at tunisair.com, Fidelys Space, or within the Tunisair local and abroad agencies.

For that end, the member must have a valid Fidelys card number, a valid credit card as well if he/she makes the purchase via the Tunisair web site.

Q : Are the Miles that I purchase refundable?

A : The Miles that you purchase are not refundable. All purchases are final.

Q : Can I convert my Award Miles to move to Silver or Gold Status?

A : The conversion of Award Miles into Status Miles, enabling to maintain your current status or to get access to higher status ( Silver or Gold ), has to take place either at the level of Tunisair Sales offices or within the Fidelys space at the Tunisair Head Office.

For that end, the member must be in possession of a valid Fidelys card’s number, a PIN code as well.

The request for Award Miles’ conversion to access to higher status must be notified in writing (via an application form provided on the spot), to one of Tunisair sale offices or to the Fidelys space, either by presenting him/herself fitted with his/her card or by sending an e-mail to the following address : fidelys@tunisair.com.tn.

The change in Status is immediately achieved once the Miles’ conversion takes place. The Fidelys new card will be then sent to the address given while applying for the membership.

Q : I have converted my Award Miles into Status ones in order to move to higher status. Can I cancel the conversion?

A : No, cancellation of Miles’ conversion is not allowed.

Q : How can I get an Award Ticket?

A :You must, first of all, check that you dispose, in your Fidelys account, of a sufficient Award Miles' balance (According to "Award Tables"). Then, you must be in possession of your Fidelys card and of your PIN code.
You can purchase your Award Ticket online through the Tunisair web site: tunisair.com, or making the operation by request to one of Tunisair sale points.

Q : Are there deadlines to be respected for the booking of an Award Ticket?

A : Yes, the deadlines depend on the level of your Fidelys card. For that reason, please do consult the Fidelys Practical Guide available on our Tunisair web site tunisair.com.

Q : What is the validity period of an Award Ticket?

A : An Award Ticket is valid for 03 months from the scheduled departure time. Beyond this date, it is definitively lost (not exchangeable or refundable). It is worth noting, however, that only airport taxes are reimbursable, and this in accordance with the Tunisair General Terms and Conditions of Sale.

Q : Can an award ticket be changed (change of date, of time or of routing ), cancelled and refunded?

A : Yes, if it is in process of validity ( 03 months ), the Award Ticket can be changed ( change of date/time ,or change of routing ), cancelled and refunded, upon express request of the member , in accordance with the conditions set out in the Fidelys Guide which is available on our website tunisair.com.

Q : What is the validity period of an Excess Luggage Award?

A : An Excess Luggage Award is valid for 03 months from the date of its issuance.

Q : How many pieces are permitted with the Excess Luggage Award?

A :This award is limited to 02 pieces of 23 kg per flight (in one way). It is valid for 03 months.

Q : Does my Fidelys Classic Card entitle me an additional baggage allowance?

A :Yes, you are entitled to a baggage allowance of a piece of 32 kg instead of the piece of 23 kg allocated on your ticket.

Q : Does my Fidelys Silver Card entitle me an additional baggage allowance?

A :Yes, uou are entitled to an additional baggage allowance of a piece of 23 kg.

Q : Does my Fidelys Gold Card entitle me an additional baggage allowance?

A :Yes, you are entitled to an additional baggage allowance of a piece of 32 kg.

Q : Who can benefit from the Excess Luggage Award?

A : The beneficiaries can be the members themselves or any person of their choice.

Q : Where to purchase an Excess Luggage Award?

A : 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.

Q : Are there deadlines to be respected for the purchase of an Excess Luggage Award?

A : No time limit is imposed for the purchase of an Excess Luggage Award.

Q : What is the validity period of an Upgrade Award?

A : An Upgrade Award is valid for 03 months from the date of its issuance.

Q : Who can get benefit from an Upgrade Award?

A : The Upgrade Award is authorized to the member him/herself only. It may in no case be transferred to anybody else whatsoever.

Q : Where to purchase an Upgrade Award?

A : The Upgrade Award’s purchase has to take place exclusively at the level of a Tunisair Sale office in Tunisia as well as abroad.

Q : Can I get benefit from the Upgrade Award at any time and on any flight?

A : The Upgrade Award is valid only if a seat is available in Business Class (Espace Privilège). Its validation is also subject to the approval of the Tunisair Station Manager, or his/her representative.
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 website tunisair.com

Q : Can I combine an Award Ticket with an Upgrade Award?

A : The accumulation between an Award Ticket and an Upgrade Award is not authorized.

Q: What is a PETC Award?

A: The PETC Award allows payment , of a pet CABIN transportation through Award Miles, and this in accordance with the Tunisair’s General Conditions of Sales.

Q: How can I purchase a PETC Award?

A: 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 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.

Q : What is the authorized weight for the transport of a pet in the Cabin ?

A: To be accepted in Cabin, the weight of the pet must not exceed 08 kg , container included ( in accordance with the Tunisair’s General Conditions of Sales).

Q : What is the validity period of a PETC Award?

A: The PETC Award is valid for 03 months starting from the date of its issuance.

Q : Can a PETC Award be cancelled or refunded?

A : Yes, if it is in process of validity ( 03 months ), the PETC Award can be cancelled or refunded, and this upon express request of the member , and in accordance with the conditions set out in the Fidelys Guide, available on our web site tunisair.com

Q : Where to find information about the Fidelys partners?

A :
Hotels
Cars

Q : Can I earn Miles against hotel stays / car rentals?

A : Yes, you can earn Miles through your hotel stays or car rentals (SIXT car Rental Company, SELECT TRAVEL AND TOURS-general representative of Gullives Travel Associates (GTA).

Q : Can I redeem my Miles against hotel stays / car rentals ?

A :No, Miles can not be exchanged against the services of our partners. Nevertheless, the services acquired from our Partners allow you to earn Miles.

For more information about our non-airline partners, please do connect to our Tunisair web site tunisair.com; "FIDELYS space", "Our partners".
You can also seek advice within one of our Tunisair sale points, in Tunisia as well as abroad.

Q : How can I contact the Fidelys Entity?

A :
By mail to: Tunisair-Head Office, Tunis-Carthage 2035, Tunisia
By e-mail to: fidelys@tunisair.com.tn
By fax to: +216 70 836 952

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