FREQUENTLY ASKED QUESTIONS

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 up to and including 31.03.2021:

• 15kg = 15 euro
• 20kg = 20 euro
• 25kg = 27 euro
• 30kg = 35 euro
• 40kg = 50 euro
• 50kg = 85 euro

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!

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

• Transavia 
• Brussels Airlines 

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.

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.

You can only make changes by calling 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
• gender

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 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,-

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

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

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

• up to 5 days prior departure via the assistance application form on our website.
• From 5 days to 48 hours prior departure via the related airline company:
  • Transavia
  • Brussels Airlines

Because of the coronavirus it is very busy on our customer care phonelines. Below you will find an overview of the most asked questions for which will not be discussed on the phone.
 

1. Will I get my money back if my flight will be cancelled?

- For all cancelled flights you will get your money back through a voucher with the credit of the amount of your canceled ticket(s).

This is a very exceptional and unprecedented situation that affects our entire society. We will give you a voucher so that you can still travel with us later. Our developers are making a solution for passenger to modify there bookings themselves and use there vouchers/paid amounts to complete the booking. Around the beginning of May you will receive more information about the conditions of the voucher and how to make your new booking. 

If there is a cancellation of your ticket(s), we will send you an email or we have already sent you an email in which we confirm your canceled ticket(s). In this email we mentioned as well how and when we will compensate your ticket(s).
 

There is no need to call or email us for this request, as we cannot change anything about this.
 

2. 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 is valid till April 30, 2020.
- You can use the voucher for our flights until 31 October 2021.
- 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.
- If you have not used the voucher or have not used it completely after 1 year, you can request a refund by sending us an email. This can be a refund for the whole amount of the voucher or for the remainder.
 

Rebooking:
Tickets with departure dates up to and including 31 May can be rebooked to a later time at the same destination without any modification costs. Rebooking is possible until the end of October 2020. 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, please contact our Customer Care Team by phone during working hours.

Please have your old booking number available during the call.

3. I have booked a return flight, and one of the flights has been canceled. Will I get everything back?

Even if we only canceled one of your flights, you will still receive a voucher for the amount of the entire booking. This is only applicable for unused flights.

 

4. Why don't I get a refund?

This is a very exceptional and unprecedented situation that affects our entire society. We will give you a voucher so that you can still travel with us later.
 

5. Did you booked a flight with departure till 31.07.2020, but you don’t want to fly yet?
Did you booked a flight with departure till 31.07.2020, but you don’t want to fly yet?
Then you can rebook your flight without modification costs or may cancel you flight and get a voucher.
The following conditions apply:

• Departure until and including 31.07.2020;
• Free rebooking without modification costs (you will have to pay the price difference between the old and new ticket if applicable);
• Cancel your booking and get a voucher (this voucher has a validity of 1 year and is not refundable);
• You can use the voucher for our flights until 31 October 2021.
• Your voucher has a validity of 1 year which starts directly after confirmation.
• Your voucher is non-refundable. 
  If you have not or partially used your voucher during this year, the credit will expire and you will not be refunded.
• Valid till 7 days before departure;
• If your new ticket is cheaper than the old one, you will not get any refund for the remaining amount;
• If your new ticket is more expensive than the old one, you have to pay the difference.

6. Are there coming more repatriation flights?

We depend on the Moroccan Government and our Partner Airlines. 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.
 

7. 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.

8. My outbound flight is cancelled. Do I get a voucher as well for my return flight?

If your return flight has not been canceled by us and has not been confirmed to you, you can submit a request to cancel your return flight by email to customercare@mltours.nl

At the assessment of ML Tours, we will look at what we can do for you. 

This request cannot be handled on the phone!

9. 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.

10. Until when can flights be carried out from Morocco to European territory?

This is mainly determined by the Moroccan Government and our Partner Airlines. As soon as there is any new information, this will be published on this page.

11. I did not receive any E-ticket or ticket confirmation, am I still allowed to board the flight?

When you did not receive any travel documents from us (check your spam filter), you are not allowed to board the flight. When you are not allowed to board the flight, but you did a successful payment, you will get a refund of the paid amount automatically on your bank account. This could take a few days before it is completed.
 

There is no need to call or email us for this request.

 

12. There is money withdrawn from my bank account, but I did not receive any E-ticket or ticket confirmation.

In case you did not receive any travel documents from us, than you are not allowed to board the flight. The deducted money from your bank account will automatically be refunded. This could take a few days before it is completed.
 

There is no need to call or email us for this request.

 

13. I booked a ticket on a repatriation flight but made a mistake, what should I do?

In case you made a mistake in your booking for the repatriation flight you can send an email to customercare@mltours.nl
We would like to ask you to mention the following items in your email:

- Booking number
- Departure airport
- Arrival airport
- Flight date
- A explanation of the mistake you made and what the correct information should be and for which person this is applicable.