Corona – important information

 

Update 15-06-2021

Transavia and Brussel Airlines are allowed to fly again to Marocco. 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:

https://diplomatie.belgium.be/nl for departures from Brussel

 

Update 09-06-2021

The Travel ban between Morroco and the Netherlands has been extended until 14th of June 2021. All flights in this period have been cancelled. You received an e-mail from us.

 

Update 07-05-2021

The Travel ban between Morroco and the Netherlands has been extended until 10th of June 2021. All flights in this period have been cancelled. You received an e-mail from us.

 
Because of corona it is very busy on our customer care phonelines. 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 31/05/2021
 
 
 
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 will be cancelled?
For all cancelled flights you will get your money back through a voucher with the credit of the amount of your cancelled 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. 
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.
 
 
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 March 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.
- 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 10 June 2021 can be rebooked to a later time at the same destination without any modification costs. Rebooking is possible until the end of March 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 ourCustomer Care Team by phone during working hours in case you would like to make a new 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. 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.
 
At the beginning it was communicated that I would get a refund and then it was converted into a voucher. How is this possible?
We previously communicated that the amount would be refunded. At that time, we were unable to foresee that the current pandemic would have a worldwide impact, including on the aviation sector. In this very exceptional situation, a uniform solution for all customers was therefore chosen in the form of a voucher.
With the voucher, the passenger is assured that their payment will not be lost and reserves the right to rebook at a later time. This solution is now also widely supported throughout the aviation sector.
 
 
6. What happens if there will be a new Travel ban/ code orange?
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.
 
 
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. 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.
 
 
9. 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.
 
 
10. 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.
 
 
11. 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.
 
 
12. 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
- An explanation of the mistake you made and what the correct information should be and for which person this is applicable.
 
 
If you would like to read our old information (published until May 30, 2021), you can request it by e-mail at customercare@mltours.nl