FREQUENTLY ASKED QUESTIONS

Find the answer to your question online

What kind of hold luggage is allowed?

Transavia
For every passenger of 2 years and older, It is possible to book (extra) hold luggage on the Transavia flights directly at ML Tours via (+31) 020 722 0 722.

 

Please find the fares below for departure from 01.04.2021:

  • 15kg = 20 euro
  • 20kg = 25 euro
  • 25kg = 30 euro
  • 30kg = 40 euro
  • 40kg = 50 euro
  • 50kg = 85 euro

 

If you don't booked and paid your hold luggage in advance, you can purchase additional hold luggage at the Airport representative of ML Tours. The rates per one way are higher and as follow:

  • 15kg = 35 euro
  • 20kg = 50 euro
  • 25kg = 65 euro
  • 30kg = 80 euro
  • 40kg = 110 euro
  • 50kg = 140 euro

You can also buy additional hold luggage at Transavia during check-in, but the reates will be higher than ML Tours charges. 

How many pieces of hold luggage can I take with me for my baby?
For your baby (up to 2 years), you may take 1 piece of hold luggage of up to 10 kg. This can be a trolley, pram or folding buggy, for example. The hold luggage must be handed in at the check-in desk at the airport. A folding buggy is hold luggage, but for the sake of convenience, you can take it as far as the gate. If you would like to take more hold luggage for your baby, you can affordably book extra kilos yourself.

 

Brussels Airlines
For every passenger of 2 years and older, it is possible to book (extra) hold luggage on the Brussels Airlines flight directly at ML Tours via (+31) 020 722 0 722.
Please find the fare and rules below:

  • 23kg = 22 euro
  • Max. dimensions 158 cm (l x b x h) incl. handles, wheels and pockets
  • If your hold luggage weights more than 23 kg, an excess baggage rate will apply.
    Please note that the max. allowable weight of your suitcase is 32 kg.

We strongly recommend that you stick to the baggage allowance.
If the total weight and/or the max. dimension of your hold luggage is exceeded, an excess baggage fee will be charged at the check-in counter.
The costs are:

  • € 50,- per one way for excess luggage when this exceeds the max. dimensions
  • € 100,- per one way if the hold luggage is too large and too heavy

And please be aware that hold luggage can be refused!

If you want to take a second piece of hold luggage, Brussels Airlines will charge € 80,- per one way for this.
For extra weight they charge € 130,- per onway and also for a suit case bigger than the max. dimensions, they will charge also € 130,- per one way. If the hold luggage is too big and too heavy, they will charge € 180,- per one way. 
It is not possible to book this in advance at ML Tours, you can only arrange this at the airport!
Please be aware that hold luggage can be refused!

What should I do if my luggage has been damaged / lost?

You will find all practical information about lost, delayed or damaged luggage on the website of the related airline company:

If your luggage is damaged, we recommend in general that you contact your insurance company. The liability of the Airline Company is namely limited regarding damaged luggage. Most insurance policies cover this loss based on the value of your possessions. If you don’t have a travel insurance, you can request compensation from the airline.

How do I cancel my booking?

You can cancel your flight(s) during working days/office hours from:

  • Monday till Friday from 9.30 AM till 6 PM
  • Saturday from 11 AM till 5 PM

A cancellation outside these days/hours will be treated on the following working day.

Please note that we do not reimburse the cost of tickets. You can contact your insurance company and see if they will give you a refund.
If you bought a cancellation coverage at ML Tours, you will receive a part or the entire amount of your paid ticket price depending on the cancellation time. On our website you can find more details about this.

Which changes are possible and what are the changefees?

You can easily change your ticket to a new departure date with us via https://www.mltours.nl/nl/Account/AccountPage. To log in you need your booking number and a surname. Or you call our customer care team during office hours via (+31) 020 722 0 722.

Which changes are possible?                           
You can change the following things in your booking:

  • departure airport
  • arrival airport
  • departure date
  • date of birth (only by phone)
  • gender (only by phone)

If you bought a cancellation coverage at ML Tours, you can change the name on the ticket, according to the rules of the cancellation coverage. In all other cases, a name change is not possible.

 

How much is the change fee?

  • Up to 72 hour prior departure (check- in time), you will pay € 50,- for a change per person per one-way flight. In addition you have to pay the price difference between the old and new rate. There will be no refund/reduction when the new rate is lower than the old rate.
  • Between 72 until 24 hours prior departure (check-in time), you will pay € 120,- for a change per person per one-way flight. In addition you have to pay the price difference between the old and new rate. There will be no refund/reduction when the new rate is lower than the old rate.
  • Within 24 hours prior departure (check-in time) and on the departure day it selves, you have to pay the whole new ticket price if you want to rebook from or to another destination and date. Is you want to change the date of birth or gender, you will pay € 50,- per person per one-way flight.

If you want to change the date of birth or gender, you will pay € 50,- per person per one-way flight.

What should I do if I do not used my flight?

If you have not used your outbound flight / missed your outbound flight, your return flight will be automatically expire. If you still want to make use of your return flight, please contact our Customer Care Team as soon as possible. In some cases we offer you the possibility to use the return flight for an additional fee of € 100,-

 

How do I request group travel?

It is possible to make a group booking, from at least 13 persons. You can find all information about this on our website.

 

Is an employee of ML Tours present at the airport?

During check-in of most of our flights, an employee of ML Tours is present and he/she may help you there where necessary.

 

Flying with a wheelchair or crutches?

If you have mobility issues and require assistance at the airport, then you can apply for assistance:

 

Corona Update

Update 13-01-2022

Until further notice, the Moroccan government has decided that no flights can be operated between the Netherlands and Morocco from October 21, 2021. Since December 31, 2021, no more flights can be operated between Belgium and Morocco.
Transavia and Brussels Airlines have therefore canceled all flights from this date.
Given the uncertain situation, ML Tours has decided to cancel flights from the Netherlands until March 31, 2022 and from Belgium until April 2, 2022. Affected passengers, who have booked until this date, received an email from us.
ML Tours and Transavia/Brussels Airlines expect flights to and from Morocco to be allowed again from the beginning of April.
The first flight from Rotterdam to Al Hoceima is scheduled for April 7 and Nador is scheduled for April 1. The first flight from Brussels to Al Hoceima is scheduled for April 30.
As soon as we have more information, we will keep you informed on this page.
 
Please note that due to the uncertainty of the duration of the suspension of flights, we cannot currently guarantee that the short term flights available on our website to and from Morocco can be operated. Keep an eye on our website for the latest updates.
 
 
General:
Morocco only allows fully vaccinated passengers. You will also need to present a negative PCR test at boarding that is less than 48 hours old. A health declaration must also be completed.
On arrival, random rapid tests and thermal tests are carried out. If you test positive, you must quarantine for 10 days, this applies to Moroccans and foreigners living in Morocco. Any other passenger who tests positive on arrival will not be allowed to enter the national territory and must return immediately to their country of origin.
This information, subject to change, is available at https://www.nederlandwereldwijd.nl/landen/marokko/reizen/reisadvieshttps://diplomatie.belgium.be/en for departures from Brussel and 
 
 
 
 
Below you will find an overview of the most asked questions about this topic. You can reach us more easy by e-mail, in case you answer is not answered.
Last update 26/10/2021
 
 
 
1. What Corona rules apply for Marocco?
We depend on the Moroccan Government for the Corona measures. You are responsible for knowing these measures and for observing them. The measures are subject to change. Keep yourself well informed about the conditions and entry requirements you must meet to travel to Morocco. You can find this information on the following websites. If you do not have the correct documents with you or if you comply with the measures, you will be denied access to the flight.
https://www.nederlandwereldwijd.nl/landen/marokko/reizen/reisadvies or
https://diplomatie.belgium.be/nl for departures from Brussel
 
 
2. Will I get my money back if my flight is cancelled?
If there is a cancellation of your ticket(s), we will send you an email in which we confirm your canceled ticket(s). In this email we mention as well how and when we will compensate your ticket(s).
For all, by ML Tours, cancelled flights you will get your money back through through following options:
* A voucher with the credit of the amount of your cancelled ticket(s);
* Change to a different date/destination without change fee. You only pay the price difference;
* refund of your cancelled ticket(s).
 
 
3. What are the conditions of the voucher?
You will receive an email from us if your flight has been cancelled. The value of your cancelled flight will be converted into a voucher. With this voucher you can book a new flight with us at a later time.
 
Voucher's conditions:
- The voucher has no expiration date.
- You can use the voucher for our flights until 31 October 2022 and beyond when more flights are published.
- You do not have to spend your voucher in one go. If there is an amount left over, you can use it for a subsequent booking, until the balance has run out or the validity date has expired.
 
Rebooking:
Tickets can be rebooked to a later time at the same destination without any modification costs. Rebooking is possible until the end of October 2022. You must pay the possible price difference between your old and new ticket however.
 
How can I use my voucher?
Your old booking number is your voucher code.
If you want to make a new booking and would like to use your voucher for this, you can easy rebook via https://www.mltours.nl/nl/Account/AccountPage the old flights to a new date. For login you need your booking number and 1 last name.
 
You need to contact our Customer Care Team by phone during working hours in case you would like to make a new booking with different passengers or if you want to use 2 vouchers for 1 booking.
Please have your old booking number available during the call.
 
 
4. I have booked a return flight, and one of the flights has been canceled. Will I get everything back?
Even if we only cancelled one of your flights within the same booking number, you will still receive a voucher for the amount of the entire booking.
If you have separately booked an outbound & return flight (2 different booking numbers), you will only receive a voucher for the cancelled flight. You can send an email to customercare@mltours.nl with request to cancell/rebook your returnflight. ML tours will then deceide what we can do for you.
This is only applicable for unused flights.
 
This can request cannot be handled over the phone.
 
 
5. What happens if there will be a new Travel ban?
We depend on the Moroccan Government and our Partner Airlines for decisions that are made. They determine whether or not flights are allowed and what the options are for any repatriation flights.
As soon as we have more information, this will be published immediately on this page. We therefore recommend you to keep an eye on this page.
 
 
6. How can I book a repatriation flight?
As soon as we have more information about extra repatriation flights, we will publish this immediately on this page.
Those flights can only be booked by our webpage. There is no need to call or email us for this request.
 
 
7. Will future flights be canceled?
As a flight will be canceled, relevant passengers will be notified by email. We will also publish this information on this page.
We therefore recommend that you keep an eye on this page.

Contact Information

Customer Care

  • 09:30 - 18:00 (Monday to Friday)
  • 10:30 - 17:00 (Saturday)
  • +31 (0)20 722 0 722
  • +32 280 823 82
  • NOODNUMMER (LET OP; NIET VOOR WIJZIGEN/ANNULEREN EN ALLEEN VOOR VERTREK BINNEN 24 UUR): +31 20 722 0 723

Amsterdam, The Netherlands

  • Evert van de Beekstraat 1-54
  • 1118 CL Schiphol
  • KVK: 544.246.15
  • BTW: NL851299982B01
  • IBAN: NL07ABNA0487405161 (ABN AMRO)
  • BIC: ABNA NL 2A

Nador, Marokko

  • +212 (0) 536 60 0602
  • Quartier Laarassi
  • Enface Lycee El Jadid,
  • Rue 313, 3, Et. 1

Al Hoceima

  • +212 (6) 11 56 5184
  • Aeroport Al Hoceima
  • Boukhidan
  • Al Hoceima

Contact Form

  • E-mailadressen
  • info@mltours.nl
  • agents@mltours.nl (ondersteuning agenten)
  • werkenbij@mltours.nl (solliciteren)
  • klachten@mltours.nl (juridische afdeling)
  • marketing@mltours.nl (marketing & communicatie & PR)

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