Nouvelair Reviews 668

They refuse to refund my flight which they cancelled. They are scammers. Avoid at all cost. This is not a serious company.

I recently flew with Nouvelair to Tunisia. After returning and collecting my suitcase I returned home only to discover that my suitcase had its locks snapped off! Despite having TSA locks that allow airport security to enter your combination locks without causing damage. Their wilful damage have left my suitcase, which was less than a year old useless! Despite numerous emails to their customer service department. Nobody from their baggage department has ever had the decency to respond to my complaint. Do not fly with this airline company. Their customer services are a joke! Which is probably why they have a 1.5 average rating on here.

Contrarily to most reviews I can read here, I had a great experience with NouvelAir on a round trip from LGW to Tunis, travelling 2 adults and 2 young children. Both flights left on time and arrived early, boarding was quick and efficient, ground and in air staff were all polite and competent. The planes were relatively clean and the price of food/drinks on board is half what it is on other budget airlines. I understand others may have had a different experience but it was very positive for us and we will fly with Nouvelair again in the future.

T trip was very bad,the employees are not politecnico and the service are vero bad ,not rispetto for the travellers. I do not recommend it completely.

I went on a holiday with my wife last year about a year ago May 2025 and our baggage was damaged during our flight back home to Gatwick airport. Lodged complaint and I provided photographs of damaged bag and reference number of claim lodged at the airport. So far so good, then the pain started whereby having put in my claim, I have now called about 20 times almost monthly basis on their UK telephone number and every time being told that claim has been lodged and claim or complaints department are dealing with the claim. This is just not good enough and an extremely poor service with this budget airline. I have also spoke to their customer service department once and was informed this will be resolved soon and this was about 2 months ago. This is an appalling service provided by this airline and I have decided I shall never ever use their airline ever again. If this is how much this airline take to resolve their claims then God help anyone else.

Absolutely disgraceful company.
So “competent” that they separate a minor from their parents — three passengers, three completely different seats. Splitting up a child like this is irresponsible and unacceptable.
The aircraft are in a shocking state: dirty, poorly maintained, and clearly neglected. Magazines and rubbish were scattered on the floor the moment we boarded. An absolute disgrace.
Not a single flight departed on time — delays are constant and clearly the norm. This reflects total incompetence and lack of organization.
Just like the country itself — dirty, disorganized, and chaotic — this company reflects the same standard.
An airline to avoid at all costs.

Entreprise absolument honteuse.
Tellement “compétente” qu’elle sépare un mineur de ses parents — trois passagers, trois sièges totalement différents. Séparer un enfant de sa famille de cette manière est irresponsable et inadmissible.
Les avions sont dans un état choquant : sales, mal entretenus et clairement négligés. Dès l’embarquement, des magazines et des déchets jonchaient le sol. Une honte totale.
Pas un seul vol à l’heure — les retards sont constants et semblent être la norme. Cela démontre une incompétence et un manque total d’organisation.
Tout comme le pays lui-même — sale, désorganisé et chaotique — cette entreprise en est le parfait reflet.
Une compagnie à éviter à tout prix.

Novelair check-in counter at Alger airport just refuse to hand me the boarding pass already printed on the basis that my travel documents didn't comply with Company Policy rules. Those rules where not write or informed previously to advance payment booking. I lost the flight and had to get back to my hotel at Alger. After my claim, the Travel agency that had booked my flight told me that the booking was non refund. Nice way to make scam legal, just evoke Company Police and no refund booking. Feel free to use Novelair.

Flight BJ7 Brussels to Tunis on august 4 should depart at 14.00 and arriving at Tunis at 15.35 (16.35 EU time). Arriving at the airport a delay of 1.5 hours was shown at the information boards. After several changes in the notice, finally the delay notice mentioned a depart at 16.10, but the plane only started moving until 16.45, arriving at the Tunis airport at 20.15 (19.15 local time).
No explantions or something like that were given.
Due to the delay some food was needed, but unfortunately the "mie soup" was a tuff dough ball with lots of salt.
The customer service is very silent and doesn't react om messages.

The one red star is too much!, but the lowest one to be given.

I had an absolutely awful experience with Nouvelair. The airline lost my baggage when I was traveling for my vacation, which caused me enormous stress and forced me to spend a significant amount of money on essentials like clothes, underwear, and hygiene products during my trip.

Although my luggage was eventually found, it took an entire month. Since then, Nouvelair has completely ignored every email and every attempt I’ve made to contact them regarding compensation for the costs I incurred. Their customer service is practically nonexistent. No updates, no explanations, no apology — nothing.

This level of irresponsibility and lack of communication is unacceptable. I will never fly with Nouvelair again, and I strongly advise others to avoid this airline if they value their time, money, and peace of mind.

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