Nouvelair Reviews 

Prices are no longer low cost, yet the service remained the same

I was worried after reading all the reviews but overall we were lucky and we had a great return flight on the Tunis-London route. Very pleasant staff, no delays, no issues with luggage. I was going to put 5 stars but the check in experience in Tunis let them down.

First the online check in in Tunis didn't work, which resulted in holiday time wasted on the last day. Then unfortunately we encountered poorly trained staff at the check in counter. We appreciate new regulation has come in in April25 asking carriers to check no UK citizens have the right to travel to the UK and this is a lot to take in for staff. But in 6months they should have had the time to know how it works. First, they told us we would all be denied boarding because we didn't have "share codes". This was quite worrying and not presented as a small matter to solve. It also proved incorrect. Then they eventually accepted by husband's residency card as proof. My elderly mother is only visiting and had an ETA which was refused until a second person came in and eventually understood that she cannot have a "shared code" as she doesn't live in the UK, and accepted her ETA. It took longer for me: as a EU citizen with settled status, my passport is directly linked to my status online and all official pages confirm I have nothing else to show. I nevertheless managed to download the pdf of the settled decision, which was also not accepted. After the airport WiFi failed to work they eventually accepted to "help" and used their own phone to get me to generate a share code and accepted my check in. The 3Million website highlights that this would only happen if the carrier fails to have an up to date system that allows them to check your passport properly. So be prepared and have a share code ready just in case. The staff was nice and polite, helpful and patient in some way but it is frustrating they do not seem able to handle the UK system or understand it fully. In this case the carrier should at least have a line in their confirmation email warning UK passengers to generate a code before travelling if they're not UK citizens. I had travelled internationally the week before with no such issue. I also suggest they familiarise themselves again with ETAs and have some consistency on their system: the online check in only bugged for my husband but would have let me check in without any additional paperwork. And the fact that my husband somehow got off the hook with a proof of settlement when I didn't shows how incoherent their whole approach is. The check in took 45min and my elderly mother was quite shaken, which is unnecessary.

Both departure and arrival flights were late. The boarding crew of the departure flight was rude and both flights were not pleasant. The boarding phases were very very slow and no one helped in speeding the process, increasing the delay of the flights.
Never again.

Awful. we paid for luggage direct with the airline and they failed to update the holiday company. This resulted in a £84 access luggage charge, even though I have the receipt. When I contact the company directly their customer service is appalling
The plane was rusty on the outside , and tired and falling apart inside.
The steward argued with somebody about a £2.50 cup of tea!Never ever again. You will and learn.

Terrible, terrible, terrible...the worst dealings I've ever had with an airline. I tried to rebook a flight within the given time frame, all good, and then the system crashed. I couldn't rebook, called the next morning, and the case was referred somewhere. I booked a new flight, trusting the lost one would be refunded. Many friendly calls and emails to customer services, but the bureaucracy is appalling; I had to send physical evidence of my bank account (!!??), then received promises that the refund was on its way, but to this day nothing. I gave up as I had already wasted so much time and was going round in circles. I am truly shocked that such a company can exist - no accountability at all. Awful. Avoid.

Terrible experience with Nouvelair – denied boarding without justification, zero accountability, and no support whatsoever.

My family and I – including my elderly mother and two young children – were denied boarding despite having all valid documents, including my mother's ETA visa, which the staff clearly didn’t understand or bother to verify correctly. They had no right to refuse us boarding.

The staff were incredibly rude, unprofessional, and completely unhelpful during the entire ordeal. They treated us with zero empathy or respect. Because of their ignorance, we were forced to cross three different countries in just 12 hours trying to find a solution.

We had to:

Book last-minute flights at our own expense
Pay for an extra night at a hotel
Endure an exhausting and unnecessary detour — all due to their mistake.
To make matters worse, I’ve sent numerous emails to Nouvelair with no response, no apology, and absolutely no compensation for the emotional and financial stress we were put through.
This airline is completely unreliable, lacks basic customer service, and does not take responsibility for its actions. I would never recommend Nouvelair to anyone. If you value your time, money, and dignity — avoid at all costs.

By far the worst customer service and airlines I have ever experienced. Would never fly with them again.

Disappointing Experience with Unauthorised Charges – Needs Urgent Attention

I had been generally satisfied with this airline until a series of concerning events unfolded.

In an emergency, I had to book a same-day flight to Tunisia. Although the one-way ticket was expensive at £310, I understood the last-minute pricing. Initially, I was refunded this amount in October, but to my surprise, it was deducted again by the end of November. This unexpected charge caused financial strain and left me frustrated.

Despite this, I gave the airline another chance and booked subsequent flights in advance, paying reasonable prices with no issues at that time.

However, on May 1st, I noticed another unauthorised charge of £310. I immediately reported this to my bank. Shockingly, on July 30th, a second unauthorised charge of £310 was made.

I am extremely disappointed by the lack of resolution or investigation from the airline's side. These repeated, unexplained deductions are unacceptable, especially toward a loyal customer. It’s deeply concerning that such issues have not been addressed seriously.

I urge the airline to thoroughly investigate these transactions, identify the source, and implement safeguards to prevent this from happening to others.

Second trustpilot review. Worst airline in the world. My suitcase was damaged during return flight back on BJ844 on 20/05/2025. Lodged damaged baggage report upon discovery and arrival at London Gatwick airport on 20/05/25. I have now rang their customer service number many times and been given a tracking number but still awaiting either decision to repair or replace my damaged baggage. I have now lodged a complaint to the Civil Aviation Authority CAA today and received a reference number of my complaint. This is the worst airline ever having traveled many times before. My advice is to never book with this shoddy and complete disregard to its customers.

I had a lovely easy trip with nouvelair! Collecting the boarding pass was easy and quick and I got a gluten free meal on board which was fantastic! It was slightly delayed but otherwise a great trip.

Worst experience they let other people on and charge me couple hunderds dollars for carry on luggage .
this is outrageous, nothing was clear no informations no clear rules indicate what I am paying for its random. this the first and last time I will use their services

3 hours delay for flight from Geneva. Until 1 hour before actual take-off, there was zero information in the airport about departure status. Unable to claim compensation via their web-site, as it gives "ERR0500" when trying to submit online form.
I thought to give Nouvelair a 1-star rating, but the return flight with Tunis Air was even worse.

Most nasty experience in my life,in Tunis airport they need to change people,they have no customer service at all.Even I had a customer service manager Saja with bad experience who work head office of Nabeul-Tunisia.3 month waiting no refunds,no tax back,She says give me vouchers I have not received yet.They need to change all those slow service criminals,Bec of those people Air line have the bad name.I need my money back please,which I didn’t fly.

Terrible airline they have caused myself and family a huge amount of stress .I booked holiday though love holiday and they used this awful firm as their carriers.
First my sons flight was cancelled to Tunis airport .So he had to move his holiday date forward which ment myself and daughter were on a separate flight and had one day less without my son.Obviously they had over booked our flight.Now to top it all this useless airline have now cancelled my flight back with my daughter.Nouvelair didn't even have the decency to let me no .It was only because I emailed them because I couldn't get on their Website. I got a reply with no apology back saying the flight had been cancelled.
It looks like I'm going to have to use another airline not to mention the additional cost to myself and family to change our holiday dates though Love holiday, though no fault of our our own .I will never ever use this airline again
And hope others read this comment before having the unwanted stress .

Hold baggage damaged during return flight and reported at London Gatwick and now been waiting since 20/05/2025 and still have not heard anything and call centre is useless and unhelpful. Shame on this airline. Happy to take money for flights but customer care or service is appalling and unacceptable.

I will never again use this airline !! Never ! I paid for extra luggage at IST instanbul airport for my flight 26 th May 2025. They left my suitcase in Istanbul!! It’s been a week today and still no suitcase !! I’ve been calling them and they say they don’t know when my suitcase will arrive ! This is despicable!!! This has incurred extra costs for me which were unforeseen , created too much stress ! Worst airline and never again will I use them !!

By far the worst airline I’ve ever dealt with – they don’t even deserve one star.
My outbound flight to Tunisia from England was cancelled without any notification to me or my travel provider (Loveholidays). I only discovered this by chance when I tried to manage my booking and select my seat, but kept receiving error messages.

There was no email, no update – absolutely nothing. If I hadn’t checked in advance, I would have turned up at the airport 23 weeks pregnant, completely unaware that the flight didn’t exist.

This level of negligence and lack of communication is appalling. I will never book with them again.

Changed their flight from a 23.20 departure to 12.35 WITHOUT informing, only discovered it myself when I was about to check in, which meant I missed my ENTIRE holiday because I could NOT catch the new flight and had not had a real chance to solve the problem.

Bad experience and NO compensation. Money out the window!!

Nouvelair made me pay for non-existent hand luggage overweight due to a check-in agent's mistake. Customer service pretends not to understand and ignores my complaint. Totally unacceptable and unprofessional.
Don't flight with this company.

x3 emails sent - no response or contact from customer services:

Email sent:

REF: 1EY7P8 Return Flight from Carthage Airport at 16:35

I have just had a call from my son who was calling from the check-in desk at Tunisia Carthage Airport where he has been informed that his return flight to Gatwick has been cancelled due to his not using the outbound leg of the journey. My son was then forced to purchase a further ticket at a cost of £168. (I contacted yourselves at the time and was advised to purchase the ticket and then get back in touch via email to formalise my complaint).

When my son tried to check in electronically from the UK on the evening of the 23/04/2025 the system would not accept his passport number as he only had 5 months and 23 days remaining on it, your website informs that travellers from the UK need to have at least 6 months left on their passport to travel with Nouvelair despite all other airlines and the UK Government website advising that it is 3 months. We tried to make contact with your airline at 21:59 however the answer phone message advises that the customer service line is only staffed between 09.00 and 17.00 hours. At this point we made the difficult decision to book a an EasyJet flight from Manchester leaving at 06.15 the morning of the 24/04/2025 and I then drove throughout the night to get him to the airport on time. My son was really disappointed not to be travelling with his Sister as the holiday had been booked by her as an 18th birthday present and they had never before taken flights without us, their parents.

At 10.15 on the 24/04 I called Nouvelair on 0204 5781211 to discuss my son’s predicament – I was then informed that he could have travelled down to Gatwick and checked in manually with his sister and that he would have been fine to fly out with 5 months and 23 days remaining on his passport. At this point I explained that he would really like to fly back with his sister, that he is already on his way to Tunisia via a different airport and airline and was categorically advised that this would not be a problem. I reiterated the situation to get further verbal confirmation and was told not to worry, that this would be fine and that he just need to attend the check-in desk with his sister for his return flight.

Based on the assurances provided my the customer service adviser I then contacted EasyJet to cancel his return flight safe in the knowledge that his return flight would be honoured by Nouvelair and that he would be able to fly back with his sister. Although I incurred a £50 cancellation fee I was happy to know that they would be travelling together on their homebound journey.

All in all we are more than £340 out of pocket and my children’s experience of their first holiday together has been severely tarnished. I would never have cancelled my son’s return flight with EasyJet had I not been informed that he would be absolutely fine to fly back with yourselves. To this end I would like you to consider refunding my son the additional £168 that he has incurred to fly home, I will accept the additional cost of flying him out there albeit that we were misinformed regarding passport restrictions by the information provided on your website and your electronic checking-in system.