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:

• 15kg = 15 euro
• 20kg = 20 euro
• 25kg = 27 euro
• 30kg = 35 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:

• € 45,- per one way for excess luggage when this exceeds the max. dimensions
• € 90,- 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 € 55,- per one way for this.
For extra weight they charge € 100,- per onway and also for a suit case bigger than the max. dimensions, they will charge also € 110,- per one way. If the hold luggage is too big and too heavy, they will charge € 145,- 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