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.
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.
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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.
