FREQUENTLY ASKED QUESTIONS

What kind of hand luggage is allowed?

Transavia
Each passenger of 2 years and older is allowed to bring 1 piece of hand luggage:

  • Up to 10 kg
  • Max. dimensions 45 x 40 x 25 cm incl. handles and wheels (green label)
  • Max. dimensions 55 x 40 x 25 cm incl. handles and wheels (red label)

Small bags such as a handbag, laptop bag or camera bag also count as 1 piece.

Hand luggage with a green label is always allowed in the cabin during a flight. On busy flights, it could happen that hand luggage with a red label will be collected at the gate. This luggage will then be transported (free of charge) in the hold. After the flight, you can retrieve your luggage from the baggage carousel.

If your luggage will be going in the hold, you are permitted to take our any valuables, documents, electronic devices or medicine first. We recommend placing these items in a separate bag at home so that you can access them easily during the flight.

How many pieces of hand luggage can I take with me for my baby?
It is not allowed to bring separate hand luggage for a baby up to 2 years.
Would you like to take baby food, a nappy bag or other items for your baby with you in the cabin? Please put them in your own hand luggage.

You are allowed to bring a foldable stroller up to 10 kg to the gate. The foldable stroller will be taken from you at the gate and transported in the hold. The buggy is included the 10 kg check-in luggage that you can take with you for your baby.

Brussels Airlines
Each passenger of 2 years and older is allowed to bring 1 piece of hand luggage:

  • Up to 6 kg
  • Max. dimensions 55 x 40 x 23 cm incl. Handles and wheels

On busy flights, it could happen that hand luggage will be collected at the gate. This luggage will then be transported (free of charge) in the hold. After the flight, you can retrieve your luggage from the baggage carousel together with the checked baggage, if any.

If your luggage will be going in the hold, you are permitted to take our any valuables, documents, electronic devices or medicine first. We recommend placing these items in a separate bag at home so that you can access them easily during the flight.

How many pieces of hand luggage can I take with me for my baby/child?
It is not allowed to bring separate hand luggage for a baby up to 2 years.
Would you like to take baby food, a nappy bag or other items for your baby with you in the cabin? Please put them in your own hand luggage.

 

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:

  • 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:

  • € 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.

When should I check-in for my flight?

Go the airport on time.
Make sure that you will be 3 hours before departure at the airport. You can check-in at one of the check-in desks of the related airline company. Be sure to keep your E-ticket, passport or national identity card where you can reach it easily.
Make sure you have checked in and handed in any hold luggage before the check-in desk closes. Keep in mind that there may be long check-in and waiting times at the airport, so please go to the airport on time!

Online check-in with Transavia
You can check-in online from 30 hours up to 4 hours before departure for the Transavia flights.
After checking in, you can print or download your boarding pass to your smartphone. Please take this with you to the airport.

 

Which travel documents do I need for Morocco?

Your ticket
You will find your flight ticket in the annex of your booking confirmation.
If you can not find this email, please contact our customer care team and they will send you this email again.

Your passport or national identity card
You will need a valid passport or national identity card. You can’t check-in with an expired or damaged document. Check with the consulate for the country you are flying to or the website for the Ministry of Foreign Affairs whether you require a passport or national identity card for your trip and how long it should be valid for.

A visa
If a visa is required for a destination depends not only on the destination itself, but also on your nationality. Depending on you nationality, you are required to purchase a visa beforehand. Please, make sure to check this well ahead of your trip by contacting the consulate of embassy for the country to be visited or on the website for the Ministry of Foreign Affairs.

 

Can I bring special and/or medical luggage with me?

For more information about special and medical luggage, please take a look on the website of the related airline company:

 

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 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.

How is it possible that the ticket prices could be vary?

The ticket prices are determined by costs and also through supply and demand. The difference in price is a result of yield management; a way of working whereby ML Tours tries to optimize the flight in the best way.

 

Until when can I travel during my pregnancy?

If you are pregnant and in normal health, without a history of premature births and without complications, you can fly until 36 weeks into your pregnancy. After 36 weeks, you may no longer fly for your own health and that of your baby.
For all detailed information, please check the website of the related airline and/or give them a call.

 

 

Which destinations does ML Tours fly to?

For the most recent information, please take a look at our homepage under ‘Find Your Flight’.
If you want to keep informed about our flight program and actions, you can follow us on Facebook and/or you can sign up for our newsletter.

If you have any question, we are happy to assist you by calling (+31) 020 722 0 722

 

Which airlines does ML Tours work with?

For our own direct flights from Rotterdam and Brussels, we have been working for years with well-established airline companies like Transavia and Brussels Airlines.
You can book these charter flights only via:

  • Our website
  • Our agents
  • Our Customer Care Team by calling (+31) 020 722 0 722

 

Can I take my pet with me?

We advise you to check the website of the related airline company (Transavia or Brussels Airlines) for more information about travelling with your pet.

 

How do I contact the ML Tours Customer Care Centre?

You can contact us during working days/office hours from:

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

Please see our contact page about how to contact our Customer Care Team.

 

How do I reserve a seat?

It is only possible to book a seat in advance for Transavia flights.

You can book a seat via My Transavia from 120 hour till 48 hours prior to departure. If you do not reserve a seat, you can choose from the remaining available seats when you check in online.
If you check in at the airport, the check-in employee will assign you a seat. This may mean you and your travel companion(s) will not be seated next to one another.

 

 

Where can I check the flight schedules of my flight? 

You can check the flight schedules of your flight on our website under ‘My ML Tours’.

 

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,-

 

Is my child allowed to travel alone?

Will your child be travelling alone?
Assistance is required for children aged 5 to 12 who are travelling alone against a fee.
Children aged 12 to 16 years can travel alone. Would you prefer your child to be accompanied? This would be possible and can be requested at the related airline company.

Please check the website of the related airline company (Transavia or Brussels Airlines) for more information.

 

Where can I park save and economical?

Quick Parking Rotterdam
Whether you want to park for a long or short time at Quick Parking Rotterdam Airport, everybody is offered the same service. In addition, the short term parking at Quick Parking Rotterdam is much more cheaper than parking at Rotterdam Airport. For example; it saves you more than half, if you park your car for 2 days and from 3 days you will save more than 40% at Quick Parking Rotterdam Airport compared the Parking at the airport it selves.


Parkos Brussel (Zaventem)

Goedkoop parkeren Zaventem - Parkos.com

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.

 

From which age is it allowed to fly for my baby?

Your baby may only travel by plane, 7 days after birth.
Each adult may travel with maximum 1 baby on his/her lap.

 

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.

 

Where can I find more information about Medical services?

We advise you to check the website of the related airline company (Transavia or Brussels Airlines) for more information about medical services.

 

Flying with a wheelchair or crutches?

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

 

Do you have a question, complaint or compliment?

 

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:

  • 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:

  • € 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 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.

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 Virus

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.
 

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.
 
 

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.