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Loyalty Program Guide
WELCOME TO A WORLD OF BENEFITSFidelysis 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 aFidelysmember, 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. 1. Becoming a Fidelys Member 2. A Three Fidelys’ Card levels 3. Fidelys card’s advantages by level 4. Fidelys Youth 5. Fidelys Family 6. With Fidelys, Discover the pleasure of accumulating Miles -->The attribution's coefficient of Status MILES 7. How to get access to Silver or Gold status? -->Change of status : Level promotion and status maintaining 8. Accumulating Miles, how it goes? -->Mileage table 9. Take pleasure in converting your Miles into awards -->Award Ticket table -->Upgrade Award table -->Excess Luggage Award table -->PETC Award table -->Luggage Award table 10. And yet more benefits to come! 11. All to know about your Fidelys account Becoming a Fidelys MemberHaving 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 2035 Tunis Carthage, Tunisia 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 levelsApart from the Temporary Card, the Fidelys program consists of three levels of status :
Fidelys card’s advantages by levelThe Fidelys Temporary CardYour 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 The Fidelys Classic Card (1st level granted Card) offers you :
The Fidelys Silver Card (2nd level granted Card) offers you :
The Fidelys Gold Card ( 3rd level granted Card) offers you :
Fidelys advantages related to additional baggage allowance1- Tunisair’s Point to Point baggage allowance (3rd & 4th freedom)
2- Tunisair’s baggage allowance, flights with connection (6th freedom)
3- Tunisair’s baggage allowance, MONTREAL (YUL)
4- Baggage allowance, Tunisair’s special features
Fidelys YouthYoung 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 13 000 Status Miles or 20 Qualifying flights (OW), you may qualify for the Fidelys Silver status. As soon as you accumulate 25 000 Status Miles or 34 Qualifying flights (OW), you may qualify for the Fidelys Gold status. Fidelys FamilyFamily composed of no less than two Fidelys members travelling altogether on the same Tunisair regular flight will receive a 20% 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” grouping, just apply directly by sending an e-mail to the following address :fidelys@tunisair.com.tn. With Fidelys, Discover the pleasure of accumulating MilesThe 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 : 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 Award Miles as soon as you subscribe in the Program :
Or during specific actions such as :
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) 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. Consult THE COEFFICIENT'S ATTRIBUTION OF QUALIFYING MILES How to get access to Silver or Gold Status?If you are Classic, you’ll have 12 months*: to save 15,000 Status Miles or take 24 qualifying flights to move up to Silver Adult. to save 13,000 Status Miles or take 20 qualifying flights to move up to Silver Youth. If you are Silver, you’ll have 12 months: to save 30,000 Status Miles or take 40 qualifying flights to move up to Gold Adult. to save 25,000 Status Miles or take 34 qualifying flights to move up to Gold Youth. * These 12 months begin as soon as you earn your first Miles after joining the fidelys program. Once you gain enough Miles to move up a level, you’ll be upgraded instantly. Please Note : When you move up to Silver or Gold, your Miles counter starts back at zero and you’ll get to enjoy the benefits of this new status for 12 months. Same conditions apply to both maintaining a new status or upgrading a status. Once you have upgraded your fidelys status to Silver or Gold, you have to check within a fixed 12-month period, that you have the required Status Miles to maintain your Silver or Gold status. Otherwise, you can buy the Status Miles needed and maintain your Silver or Gold status (Adult or Youth) under the same Silver or Gold status upgrading conditions. If you have not managed to stay in your status after your review date, you will move back to the previous level. 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. ConsultMILEAGE TABLE Take pleasure in converting your Miles into AwardsTake 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:www.tunisair.com. 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 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, and this in accordance with regulations in effect. The accumulation of two accounts for the acquisition of an award is not allowed. 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:
Please Note : The non-compliance with the hereinbefore-set deadlines would be subject to a penalty of 50% Award Miles. The Award Ticket is valid for 12 months starting from the scheduled departure date. Cancellation or changes in the Routing and Dates remain possible at the express request of the member. This have to be done in accordance with the conditions set out at the level of the Fidelys Guide. In case of expiration of the date of validity, any changes and refunds in the Award ticket are not allowed in accordance with the Sales ‘s Terms and Conditions of Tunisair. 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 The terms of modification of an Award Ticket vary according to the status as outlined below : ConsultTerms of modification of an Award Ticket Please Note : In case of an expired validity period, any change touching the Award Ticket is not authorized. ConsultAWARD TICKET TABLE 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 should as 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, 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. The Upgrade Award is valid 03 months from the date of its emission, 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. As of January 1st, 2020, your Upgrade Award grants you the following Business Class benefits:
So, enjoy an even better trip experience and use your Miles to purchase Upgrade Award. To learn more, please check out our new Miles chart. 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 its emission. Please Note : In case of an expired validity period, any change touching the Upgrade Award is not authorized. ConsultUPGRADE AWARD TABLE 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. 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, 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 re-creditation of 80% of the Award Miles only. Please Note : In case of an expired validity period, any change or cancellation touching the Excess Luggage Award is not authorized. ConsultEXCESS LUGGAGE AWARD TABLE 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. 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, 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. ConsultPETC Award table. 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 is permitted via the Tunisair web site at the following address :www.tunisair.comby acceding into Fidelys Space's rubric, Or through the Tunisair agencies in Tunisia as well as abroad and this is just in multiples of 1000. 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. 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….
All to know about your Fidelys accountTo 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.ComFidelys 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.tnand we will have pleasure to send it to you; - 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 e-mail to :fidelys@tunisair.com.tnif ever you have lost your PIN number but still have a valid e-mail 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: - 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; Consult «Fidelys cards & luggage tags’duplicates schedule» 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 :www.tunisair.comand then update your Profile thanks to your Fidelys identifier as well as your PIN number. Or communicate, through the following e-mail 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 :www.tunisair.com, 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. | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
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