Frequently Asked Questions

Movolo Presentation

What makes Movolo so special?

Movolo is the most advanced flight search and booking engine on the internet. We are the only site to search flights for both traditional and low cost airlines, giving you the most complete range of choices from which to make your travel plans. Movolo searches from address to address, not just from destination and arrival airports. We indicate the nearest airports for the addresses that you enter into our search engine, giving you a wider range of travel options.

How does Movolo work?

Once you have entered your departure and destination addresses Movolo searches through its huge database to identify the nearest airports to these locations. Next it will check all available flights for your journey and display them in an easy-to-read format, making your job of choosing the best options simpler. Once you have made your choice, Movolo will make all the relevant purchases (including multiple airline bookings) using our "one-click system". No more needing to re-enter details for every part of your journey, we do all of that for you.

General Information

Where can I go, what transport can I use?
Movolo will provide details for trips from any address to any location - Worldwide. Future plans will include travel options, both to your chosen departure airport and from your destination airport, by car, bus or train.

Does Movolo respect the privacy handling of my personal details?

Using Movolo, we may require you to give us your personal and contact details.
We may collect data about you from a variety of sources including:

• When you purchase products or services from the website
• When you become a subscriber to our newsletter
• When you speak to customer services personnel
• Through explicit data capturing measures, (e.g. when you enter competitions or complete surveys)
• Through implicit data capture measures (e.g. identifying which pages you read the most).

It is compulsory to provide personal details (name, surname, address, contacts, credit card number) in order to process your booking transaction, complete your reservation, issue your ticket and provide you with the services you expect.
Movolo guarantees that your data will only be used to complete the reservation and that it will be strictly handled according to our privacy policy.
We do not sell, rent or trade your personal information to third parties for marketing purposes without your express consent. Otherwise, it is compulsory that we pass on your details to third parties only to finalise transactions (eg: if you book a ticket with a specific airline, the airline will require your data to issue the booked tickets).

Where can I find out details of my booking?

Once your online booking has been completed you will be taken to a confirmation screen displaying your purchase details. We strongly recommend that you print this screen and store it for future reference.
Movolo and the company providing the service booked will provide details of your booking or purchase in a follow-up confirmation e-mail to be sent to the e-mail address you provided us on your booking.

What happens if I have made a mistake on my reservation?

If your reservation is incorrect, you can change or cancel your reservation.
Each transportation company has its own policy about reservation management. We strongly advise you to check the transportation company's internal policy by contacting the company directly, visiting its website or alternatively, by contacting Movolo Customer Care service at 0039 0119543762 in the event that your reservation is incorrect.

What is the minimum age requirement to book with Movolo?

The minimum age for making a booking on Movolo is 18 years old. By using this website you are stating that you are of sufficient age for entering into legally binding contracts for any liability that may be incurred as a result.

How do I search for the best route?

Our easy-to-use search engine simply requires you to enter your departure address - even down to street name and house number - and your desired destination.
Tell us when you want to travel and how many people are in your party, then click on the search button. You will then be shown a comprehensive list of options available to you. Read through your options, select your choice and let Movolo do the rest.

Contacting Movolo

How can I contact Movolo?

If you are a customer, a journalist, an investor or a partner, you can contact Movolo by visiting our Contact Us page.
Please review our Frequently Asked Questions page for a list of common answers to general queries.

What is the Movolo customer care number and how much does it cost?

For further information about Movolo products and services and about reservations, please contact our Customer Care service at 0039 0119543762.
Calling rates vary by country. Please note that calls from mobiles and other networks may cost more.
Please verify the call center opening time.

What is Movolo customer care opening hours?

The Movolo Customer Care Call Center is open Mon-Fri, 8:00-18:00 GMT.
Please, check customer care number and its cost.

What number should I call if I am abroad?

If you are abroad you can call our customer care at 0039 0119543762.

Payment rules

Which payment form does Movolo accept?

Customers may purchase on the Movolo site using Visa or Mastercard credit cards. We will soon be able to accept all debit and credit card forms.

The booking process stopped whilst I was completing my transaction. What can I do?

The transaction may require more time. Please don't shut down your computer or close your browser window unless it has been clearly stated on the non-confirmation screen.
If you don't receive a confirmation e-mail, rest assured that no transaction has taken place and that no payment will be charged to your credit card.

What can I do if my credit card has been refused?

Please ensure that you have entered the card number correctly and that Movolo accepts your form of credit card. Repeat the transaction; you will not be charged any additional fee or double-booked. 

Is the security of my payment details guaranteed on the Movolo site?

Your transactions are completely safe with Movolo. We use one of the most advanced security certificates in the world, the SSL certificate system.

How can I make a purchase if I do not have a credit card?

We are currently only offering payments through credit card on the Movolo site. We will offer multiple payment choices as soon as possible.

Flights

Booking online

What is an e-Ticket?

Movolo and the airlines issue all flight bookings using electronic tickets (e-Tickets).
E-Tickets are a paperless way to book your flights. Once you have made your booking, the details are stored electronically in the airline reservation system.
You will receive a confirmation e-mail with your booking reference number from Movolo and the airline(s) with which you are booked. This e-mail will serve as your receipt for your booking, meaning that you will not receive a physical ticket to present at the airport. Therefore, as a result, we strongly recommend that you print out your confirmation e-mail and take it with you 'just in case'. Most Airlines won't require this information as your flight booking details will already be entered on their system when you arrive to check in.
When checking in at the airport, you will be requested to display to the airline staff a form of identification (generally your passport) along with your booking reference number, at which time they will issue you with a boarding pass. Your booking reference number will be clearly indicated on the confirmation e-mail that you received after making your booking with Movolo.
Some airlines require you to inform them online which type of identification you will be presenting at the Check-in desk. So, please remember to bring the selected ID with you. Generally it is easier to use your passport as identification, as this is required when making your trips.

How do I book a flight?

Movolo supports you step-by-step in searching for - and booking - the perfect route for your trip...from your address or point of reference to the final destination address. All you have to do to is make your choice amongst the multiple best options which Movolo locates for you.

How do I search for the cheapest airfares?

Movolo automatically shortlists the most convenient fare and all travel options available to provide you the best - and cheapeast - journey choice.

How do I receive my booking confirmation?

Once your online booking has been completed, you will be taken to a confirmation screen. This will display your travel itinerary including: departure airport, airline, flight times and booking number. We strongly recommend that you print this screen and keep it for later reference. A confirmation e-mail with details of your booking will also be sent to the e-mail address you provided us with when making the booking. The e-mail will contain your booking reference(s) and itinerary. It is possible that the confirmation e-mail may be accidentally routed to your 'spam' folder. Please ensure that you add our address to your contact list so that your inbox recognises Movolo mail and does not automatically delete or route the confirmation e-mail to your Spam folder. Please allow up to two hours after your booking for delivery of your confirmation e-mail. If you have not received your confirmation e-mail after this time, please check your e-mail spam folders or contact us on our customer care at 0039 0119543762.

Where can I find out information about the airports?

As you commence on your travel research, you will be taken to the travel multiple-options screen where we provide you with several items of relevance on arriving to - and departing from - every airport mentioned in our travel suggestions.

What is the earliest I may book a flight?

You have up to 48 hours from your flight's scheduled departure time to reserve and book your tickets on Movolo.

What should I do if I want to travel with my pets?

Pet transportation is allowed with some restrictions according to national, international and the airlines' own company policies.
According to international legislation you are permitted to bring your cat or dog within the European Union provided that:

• A health certificate signed by a qualified vet must be presented at airport check-in


• Your pet must have a microchip or tattoo and an official EU pet passport issued by a qualified vet


• The pet must be more than 3 months old and must also be accompanied by a valid certificate stating that it has been inoculated for rabies.

Please note that if you would like to bring your pet in the cabin or in the hold, the pet transportation fees may vary in accordance with applicable airline policies. No weight restrictions are enforced on guide dogs, nor is an additional fee payment required for them. Please note that pet travel legislation between countries may differ. For example, in Sweden only pets inoculated against echinococcus and treated for ticks are permitted entry. Moreover, the United Kingdom does not permit pet transportation either in the cabin or in the hold or as good. We strongly recommend that you call the local embassy for updated information about pet transportation. Not all airline companies permit pet transportation in the cabin; most only accept pets in the hold. Please check the airline company policy before booking.

How can I require special assistance?

EC Regulation 1107/2006 enables passengers who are disabled or have reduced-mobility; are blind or vision-impaired; or deaf or hearing-impaired the right to request special assistance. Special assistance passengers can request such services from the departure airport up to the final destination airport simply by contacting the airline company operating your flight. Each airline company has its own policy concerning wheelchairs, guide-dogs, accompanying persons, and maximum number of people who can be transported on each airplane. We kindly recommend that you request special assistance at least 48 hours prior to your flight's departure time and to also check airline availability before booking. As you arrive to the airport, obtaining assistance is extremely easy: all you need is giving to airport check-in assistants your ticket receipt. If you have health problems such as heart, respiratory and/or lung diseases, generally you can book oxygen therapy to prevent any disturbances in flight due to the atmospheric pressure in the cabin at high altitude.

What is priority boarding, and how can I book it?

You can book priority boarding options in order to commence boarding the aircraft ahead of passengers who do not hold a priority boarding ticket. Some airlines enable you to book this service directly whilst booking your flight. Please note that you have to be at the boarding check-in at least 30 minutes before boarding time scheduled. Most airlines offer priority boarding with no extra charge for children and passengers with reduced mobility.

How can I make a booking for groups of 6 or more?

You can book a ticket for up to six (6) passengers on Movolo within the same transaction. If your group contains more than six passengers, you have two options available to make a booking: 1) You can split up the group. For example, if there are 15 people in your group booking, you have the option of simply splitting it into three groups of five people; 2) You can send us an e-mail at groups@movolo.com and we will verify if we are able to apply a group discount (which will be dependent on the policy adopted by the airline operating the flight you choose).

Can I make a reservation for a specific seat in the cabin?

Some airlines provide the opportunity during the booking transaction to make a seat selection on specific routes. You may have the option to book a seat directly on the Movolo website as well depending on airline availability.

Travelling with children

How much will I pay for infant or child airfares?

The child prices that display on our website apply to infants (under 2 years of age) and children (under 12 years of age).
Infants under 6 months old travelling aboard UK-registered aircraft must sit on an adult's lap and be secured with a lap strap (that will be provided on the aircraft). Moreover, children between 6 months and 2 years travelling aboard on UK-registered aircraft must sit on an adult's lap, unless a seat has been purchased for them.

What documents does my child need when travelling?

A child can travel with a valid individual passport, or children, usually under the age of 16, can travel if they are also included on a valid passport of a parent a guardian with whom they will be travelling. From the 5th October 1998, children under the age of 16 have been required to travel on their own passport. If a child is already registered on an adult passport then they are not affected by this ruling and can continue to travel on the passport until it expires or, until they reach the age of 16. Please be aware that certain countries may refuse entry to children who are not travelling on their own passports, hence, it is important that you check before departure. Applying for a passport can be a lengthy process, so to avoid any disruption to your travel plans it is advisable to plan ahead with your holiday dates in mind.

Can children fly unaccompanied?

Most airlines carry unaccompanied children who are at least 23 months old, but several have as policy to only fly unaccompanied children who are at least between 5 and 14 years old. To allow for young passengers to travel unaccompanied, you should request this special service by contacting the airline company directly, as online ticketing does not permit unaccompanied minor booking. The airline will provide assistance to the child from the departure airport to the destination airport. We kindly recommend that you review airline policy regarding unaccompanied minors, as some airlines do not provide unaccompanied minor assistance - or they may require an additional fee for this service.

Can I bring a car seat on the plane for my child?

Yes, most airline companies permit you to carry car seats or other infant equipment free of charge. Please review each website(s) of the company(ies) operating your flight(s), because they can require additional allowances or perhaps only accept infant equipment to be carried in the hold.

Can I take my child's pushchair on the flight?

Yes, most airline companies allow pushchairs to be transported free of charge in the cabin or in the hold. Please review the airline's pushchair transportation policy by contacting the airline before departure.

Passports and Visas

What documents do I need to bring with me to the airport?

Once you arrive to the airport ready to check-in you will need to show your documents (generally your passport or national ID card if your are travelling within the European Union), and your booking receipt.
In some countries it is required to have a valid visa. Please, check all documentation required for each country you want to go contacting the local Embassy.
If you don't have a valid passport, or government-issued national identification card, visa or entry permit, then you may be refused travel either by the airline or airport security. Please double check that you have all your documents and that they are updated, and provide yourself plenty of time to update or replace them if necessary.

Is my driving license accepted as a travel document?

No, you are unable to use your driving license as an accepted travel document, as driver's licenses are generally not considered travel documents, since they bear no information on nationality. Please note that you may be refused travel and possibly not refunded your booking from the airline if you only bring your driving license as a supportive means of travel identification.

When is the passport required for travel?

British citizens must provide their own passport at the airport in order to successfully complete check-in. Travel to some destinations may require additional documentation than simply a passport: some countries may also require a visa. Please ensure you have all documents required by contacting the UK Identity and Passport Service or the embassy of your country of destination in UK.

Which countries require a visa?

If you are a non-British citizen, then you should check with the embassy of the country that you intend to visit and also the Home Office Immigration Department. You may require additional special documentation for your destination and also for your return to the UK.
(Non Citizen status - from UK Govt: Non-British citizens include citizens of British Dependent Territories, those who hold their citizenship by virtue of connection with Gibraltar, British subjects who have a right to live in the United Kingdom, and EC and other nationals)

What should I check before travelling?

Before departing, you should check the following details:

• The names and initials on your flight tickets exactly match those on your passport.


• When travelling to most countries your passport must be valid for at least six months after your proposed return to the UK. Contact the embassy of your destination country for the latest information.

If your passport or travel documents are damaged or appear to have been tampered with you may be prohibited from traveling. If you are in doubt about the condition of these documents contact the Passport Advice line on 0870 521 0410 or visit the passport website.

What should I do if my passport is lost or stolen?

If you are a British national and your passport is lost or stolen whilst you are in the UK, then you should immediately report the loss or theft to the police and the Passport Service. You will need to sign a lost/stolen declaration form which can be obtained from any of the following:

• The Passport Advice Line 0870 521 0410
• The UK Passport Service Website
• Your local passport office or police station
• Local Post offices that offer the Check and Send service for passport applications.

If you need to renew your passport urgently, IPS offers a Fast Track one-week service and a Premium one-day service. You must make an appointment for these services by calling the Passport Adviceline on 0300 222 0000.
If your UK passport is lost or stolen whilst you are abroad, you should report the theft or loss to the UK Foreign and Commonwealth Office (FCO), your local UK embassy, the police, consulate or high commission of the country you are in. Before you go on holiday make a note of your local FCO office address, which can be obtained by calling +44 (0)20 7008 1500 (0870 606 0290 within the UK) or by visiting the FCO website.
Life is much simpler if you take steps to minimise the possibility of loss or theft of your passport. Keep it in a safe place and away from other documents. Keep photocopies of your passport both at home and also with you when abroad, as this can speed up the process of replacing it should the unthinkable happen. If you find your passport after reporting it lost or stolen, you must return it to IPS. When IPS has received your Lost or Stolen (LS01) Notification form they cancel your passport. Once this has been done, you cannot use it for travel, as legal proof of nationality or for any other legal purpose.

Who can apply for children passports and when?

A child's passport must be requested of the National Passport Authority by a parent or any other person aged 18 or over with a parental responsibility for the child, providing proof of their identity.
We recommend that you check your national passport issuing policy concerning children before departing.

What do I need to apply for a passport?

First-time British passport applications will need original documentation proving British citizenship. These documents must not be copies. Original documents may also be required if you are replacing a lost or stolen passport; birth certificates are not considered as absolute proof of identity.
For further details, visit the Passport Service website or call their advice line on 0870 521 0410.

I'm not a British citizen. Do I need a visa?

The necessity of holding a passport depends on your citizenship: if you are a European Union citizen you may travel within the Schengen area without any passport or visa: your National ID is the only document required.
You may be required to apply for a visa depending on the foreign policy agreement between your country and the destination country. Please review the visa requirements by contacting the embassy of the destination country in your country or the National Ministry of Foreign Affairs.

What are the changes to USA entry requirement?

According to the Visa Waiver Programme (VWP), British travellers can visit the USA up to 90 days without a visa. Applications for the waver authorisation must be made via the Electronic System for Travel Authorisation (ESTA) must at least 72 hours prior to departure.

Where can I find out about ESTA requirements for travel to the USA?

You can find information about ESTA requirements on the ESTA website. On the same website you can register to obtain the authorization to travel to USA without a visa up to 90 days.

Luggage

What is my hold baggage allowance?

Traditional Airlines
Economy-class passengers are generally permitted a maximum allowance of 20 kilograms.
Business-class passengers are generally permitted a maximum allowance of 30 kilograms. The weight restrictions apply to most airlines in operation with the exception of flights within the US and Canada (which allow passengers to check in two pieces of luggage with maximum dimensions of 158cm each).
We recommend that you ensure the proper weight of your baggage prior to departing for the airport, as this will help to avoid the inconvenience of penalty fees or having to repack at the airport. Most airlines do not accept luggage weighing over 32kg. Should you need to check in items exceeding this weight (sports kit, musical instruments etc) you will need to make special arrangements with the airline in advance.


Low-Cost Airlines

Generally, each low-cost airline applies a different baggage allowance. Therefore, it is necessary to carefully check the baggage allowance on your selected airline's website. It is usually possible to check in two pieces of baggage weighing a total of 32 kg upon payment of a variable amount.
Reminder: if you are travelling with two different airlines, or if the weight limits differ from one connecting flight to the other, you should always pack considering the lower weight restriction.

What is my hand luggage allowance?

Traditional Airlines

If you are flying with a traditional airline, then you are permitted one bag in the cabin not exceeding the dimensions required by each airline's baggage policy (generally: length 55 cm, height 25 cm and depth 35 cm; the weight can vary from 5 to 8 kg depending on airline). Personal belongings as laptop or briefcases, as well as crutches and pushchairs are considered hand luggage and are not included in the permitted 1 piece of cabin baggage allowance. Therefore, traditional airlines, in most cases, will permit these kind of personal belongings to be carried in the aircraft free of charge.

Low-Cost Airlines

Low-cost airlines permit you to strictly carry one piece of hand luggage (laptop or personal belonging are included in the one piece allowance). The allowance may differ according to the selected airline policy (from a max 5 kg to unlimited [but at least reasonable] weight). Most airlines allow a 10 kg max weight hand luggage with the following dimensions: length 55 cm, height 20 cm and depth 40 cm. Please ensure you review the international policy concerning forbidden items in the cabin as liquid substances limits; guns; any other weapons (including toy guns; pointed and edged weapons as axes and hatchets); explosive and flammable substances; chemical and toxic substances.

What if my luggage is lost?

If your luggage is lost, we recommend that you contact the airline's Lost & Found office upon arrival at the destination airport - where you can fill in the Property Irregularity Report (P.I.R) providing the respective details of your lost luggage.

What happens if my luggage is delayed?

Worldwide, airports have adopted more and more advanced transfer baggage handling systems. Nevertheless, if your luggage is delayed, you can contact the Lost & Found office of the airline operating your flight(s). Here you can fill in the Property Irregularity Report (P.I.R) giving all details of lost luggage as above.
Generally, the bag wll be delivered to the address filled in the P.I.R. within 5 days from your date of travel. If it takes more than 5 days, please contact the Lost&Found office in order to request the prospective reimbursement.
Finally, if your luggage is delayed, you will receive a 24h kit at the airport..

What if my luggage is damaged?

In the event that your luggage becomes damaged, you can turn to the airport Lost & Found Office and fill out a "Damaged Property Report" (DPR). Some airports offer passengers an alternative of having their damaged luggage immediately refunded or the option of choosing new luggage. Alternatively, passengers may receive Travel Certificate Vouchers (TCV) issued by some airline companies to be used for future trips with the same company. Additionally, if the contents within the luggage have been damaged or mishandled, passengers can file an official complaint listing them in the D.P.R.

Excess baggage fees

Each airline has a different policy regarding checked baggage allowances. Therefore, we recommend that you review the excess baggage policy on the website of the company operating your flight(s).

Can I carry my sports equipment?

Sports equipment allowances may vary according to the airline operating your flight and according to the aircraft's dimensions. For the same reason, some companies that use small aircraft, don't accept sporting goods over a certain size and weight limits (usually 20 kg). Sport equipment must be checked-in, and their allowances are different for each airline.

Can I carry a bike on board?

Most airlines allow you to carry one bike per passenger to be checked-in, and allowances may vary by airline. Many airlines advise passengers to remove the pedals or to fix them inwards. Handlebars, moreover, must be fixed sideways. Some airlines require that passengers have a protective box or bag for the bike. It is not compulsory to deflate the tyres, but it may be better in order to avoid the risk of damaging them.

Can I take my wheelchair on the plane?

The possibility of taking your personal wheelchair aboard the plane depends on the airline operating the flight. In any event, you can always reach the aircraft's entrance in your own wheelchair or with a wheelchair provided by the airport. Wheelchairs, as well as any mobility scooters, are carried free of charge, but allowable dimensions may vary. Most airlines accept dry battery or gel cell wheelchairs. Moreover, the battery power must be isolated and exposed terminals must be protected from short-circuiting.

What kind of liquids can I bring on the plane?

In all European Union airports and as well as in Norway, Iceland and Switzerland, no cabin liquids exceeding 1 litre total amount are allowed on the plane. Passengers are allowed a limited number of liquid containers which are each 100 mls (or less). Moreover, all liquid containers must be carried in a transparent bag of 20cm x 20cm ziplock bag. Liquid substances subject to restrictions are:

• Drinks, (also water);
• Syrups;
• Perfumes;
• Soups;
• Deodorants;
• Liquids in pressurized containers - including shaving creams and similar;
• Liquid cosmetics;
• Oils, lotions, creams;
• Toothpastes and similar;
• Mixed liquid and solid substances;
• Gel as hair tonic, shower gel and similar;
• Spray
• Any other similar substance(s).

Please note that liquid restrictions are not enforced if liquids have been purchased beyond airport security check points. Some airport purchases are sold within a sealed-off plastic bag. We recommend passengers to not to open these sealed bags before having reached the final destination airport.

What items are not allowed on board at all?

In addition to the liquid restrictions already mentioned, some items are strictly forbidden aboard the aircraft: guns, firearms, weapons, including signal flare pistols and toy guns; pointed and edged weapons as axes and hatchetes; blunt instruments including balls; explosive and flammable substances; chemical and toxic substances.

Check in

What time do I need to be at the airport?

Passengers should be at the airport at least 90 minutes ahead of the scheduled departure time as check-in deadlines typically differ depending on whether or not a flight is domestic, international or intercontinental. We strongly recommend passengers to be at the airport at well ahead of 90 min recommendation as some airports have longer security controls. Passengers who have checked in online should be at the boarding gate at least 30 minutes prior to departure time.

How can I avoid the long check-in queues?

Some airlines at UK airports offer a Fast Track priority service for business class travellers, saving users up to 30 minutes on the time it takes to walk from the car park to the airport, check-in and then on to their flights. Additonally, passengers can avoid long check-in queues by checking in online.

The benefits of checking in online.

Checking in online saves queuing time at the airport, as once arriving at the airport, passengers simply drop off their luggage at the relevant location and then proceed through the security checks. Online check-in time varies between airlines, but it is generally between one and 24 hours prior to your flight's scheduled departure time.

Amending or cancelling your booking

What if I need to change my flight?

Each airline company has its own policy concerning flight changes, and sometimes it is possible to make modifications upon payment of a fee. Please note that you may be charged an additional fee if there is any difference in fare cost between your original paid fare and the new flight reservation fare.
Generally:
Flights operated by traditional airlines can be changed by contacting our Customer Care Service at 0039 011/9543762.
Flights operated by low-cost companies may be changed by two methods: by contacting our Customer Care centre and the airlines through their Customer Care; or by managing modifications online through the airlines' specific website.
Movolo provides you the unique opportunity to book flights with traditional and low-cost airlines in the same reservation process - a process which enables you, within the same journey, to have a flight reservation with both kind of airlines. Therefore, if you need to make changes to your reservation you will need to contact both Movolo (for any traditional airline flight modification) and the low-cost airline (for changes concerning their own flights).

What if I want to change a date on my reservation?

You may change reservation dates according to the policies set up by the airlines. Traditional airlines and low-cost airlines generally allow date-changing, which may be subject to a change fee. If you have a flight operated by a low-cost company, you should contact the company or Movolo Customer Care to change dates on your itinerary. If your flight is operated by a traditional airline you should call Movolo Customer Care Service at 011/9543762.

What if I want to change my route?

You can change your route according to specific airline policy and seating availability. For further details, please visit our reservation modification webpage.

What if I want to change, add or remove passengers from my booking?

If your flight is booked with the low-cost airline contact our Customer Care centre or the airlines through their Customer Care (or visit their website).
If your flight is booked with the traditional airlines contact our Customer Care Line to make your changes.
If your flight is a combined 'low-cost' and traditional airline trip, then you can contact both the Movolo Customer Care Line and the 'low-cost' airline to inform them of your planned alterations.
Reminder - Any changes to your booking may incur additional charges.

How do I cancel my tickets or get a refund?

If your flight is booked with a "low-cost" airline, you can contact them directly (or, visit their website) or contact out Customer Care to find out details for cancellations.
If your flight is booked with the traditional airlines contact our Movolo Customer Care Line to make your cancellation.
If your flight is a combined 'low-cost' and traditional airline trip then you can contact both the Movolo Customer Care Line AND the 'low-cost' airline to inform them of your cancellation.
Please note: Cancellation of your booking may incur additional charges.

Flight delays and flight cancellations

What if my flight delayed?

Movolo offers you the unique opportunity to easily travel all around the world, but it is not responsible for any flight delay or cancellation. Therefore, if your flight is delayed, you should contact the airline company operating the flight.
In case of delay of 2 hours for a trip up to 1.500 km, 3 hours delay for a trip between 1.500 km and 3.000 km or 4 or more hours delay for an intercontinental trip more than 3.500 km long, you will be provided with:
Compensation. The European Union provides for compensation for flight delays and cancellations. In most, but not all, cases involving a delay or cancellation of a flight, a passenger is entitled to compensation under European Parliament Regulation (EC) 261/2004 for delayed and cancelled flights. There are three levels of compensation:

• in the event of long delays (two hours or more, depending on the distance of the flight), passengers must in every case be offered free meals and refreshments plus two free telephone calls, telex or fax messages, or emails;


• if the time of departure is deferred until the next day, passengers must also be offered hotel accommodation and transport between the airport and the place of accommodation;


• when the delay is five hours or longer, passengers may opt for reimbursement of the full cost of the ticket together with, when relevant, a return flight to the first point of departure.

In the event that extraordinary circumstances cause any flight delays or cancellations, most passenger rights and aforementioned compensations are excluded.
To file a complaint you should contact the airline company operating your flight. If you don't receive a satisfactory reply to your complaint, you can also file an official complaint to the National Civil Aviation Authority.

What if my flight cancelled?

If your flight has been cancelled, we recommend that you query for information at the airline desk in the airport or at the airport information point.
In case of flight cancellation, you have the following rights:

• Ticket refund for the cancelled flight(s) or the opportunity to book another flight without any additional fee. Alternatively, some airlines may offer you a voucher. In any case you can freely choose the best option.



• Assistance. Depending on the nature and severity of the delay, most of airlines provide you meals and drinks, two phone calls or messages via telex, fax or e-mail, and/or hotel accommodation and transportation to/from the hotel;



• Monetary compensation is sometimes awarded according to the journey.

If the airline is able to offer you an alternative flight landing within 4 hours after the original landing time, monetary compensation will be partially awarded.
No monetary compensation is awarded if:

• If extraordinary circumstances were the cause of the flight cancellation. The airline must always prove that these circumstances couldn't have been avoided even if all possible precautions had been taken, as in case of adverse weather conditions, security reasons or strikes.
• You have been informed of the cancellation by the airline two weeks ahead of the departure date.
• You have been informed of the cancellation by the airline up to 7 days of departure and the airline provided you a substitute flight with a departure scheduled within 2 hours and the arrival within 4 hours of your original flight.
• You have been informed of the cancellation within 7 days of the departure date and the airline has provided you a substitute flight with a departure scheduled within 1 hour and the arrival within 4 hours of the original flight.

You can file a complaint with the airline company. If you don't receive a satisfactory reply to your complaint, you can also file an official complaint to the National Civil Aviation Authority.

What if I am denied boarding on to my flight in the EU?

If you are bumped from a flight and your flight was either departing from an EU country, or if you were on an airline registered in the EU and your flight departed outside the EU for a destination within the EU, you would have the following rights:

• Reimbursement of the cost of the ticket within seven days or a return flight to the first point of departure or re-routing to the final destination;
• Refreshments, meals, hotel accommodation, transport between the airport and place of accommodation, two free telephone calls, telex or fax messages, or emails;
• Compensation totalling:
- 250 euros for all flights of 1,500 kilometers or less;
- 400 euros for all flights within the European Community of more than 1,500 kilometers, and for all other flights between 1,500 and 3,500 kilometers;
- 600 euros for all other flights.

Health Concerns

May we caution that if you have any specific medical questions or concerns, that you please consult your medical practitioner on your fitness to travel.

Can I fly while I'm pregnant?

You can still fly while you are pregnant and in good health, but you must bear the following points in mind:
If, by your return flight:

• you are over 28 weeks into your pregnancy - most airlines will still carry you, but you will need a doctor's certificate
• you are over 32 weeks into your pregnancy - some airlines will refuse to carry you (typically complicated, multiple pregnancies, though some airlines, with a medical certificate will permit uncomplicated single pregnancy expectant mothers up to the 36th week based on the expected date of delivery).

We always advise obtaining a doctors certificate in any case.

Should I bring First Aid supplies with me on holiday?

If you suffer from any medical condition you should always ensure that you take sufficient medication with you when you travel on holiday.
Additional items to consider when packing for your holiday include:

• Insect Repellent
• Antiseptic Cream
• Plasters
• Cotton Wool
• Something to deal with an upset stomach
• Sunscreen (high factor preferably)
• After sun treatment

Remember if you are travelling to EU countries to take your EHIC card (European Health Insurance Card) and medical insurance is always advisable.

What immunisations might I need for my holiday destination?

We recommend that you contact your doctor or general practioner about vaccines and immunisation before going on holiday. Moreover, valid certificates of inoculation and/or vaccination may be required in certain countries. This information may be obtained from the local health authorities in your departure city.

What is Deep Vein Thrombosis?

Deep Vein Thrombosis (DVT) is usually a spontaneous condition which can sometimes be caused by sitting still for long periods of time. A blood clot forms (usually in the lower leg). The risk of developing DVT, even in long haul flights is rare, however it can be a serious and sometimes fatal condition, especially if you fall into one or more of the high risk groups (people with heart disease and the elderly).

Who is at risk for Deep Vein Thrombosis?

The high risk groups for Deep Vein Thrombosis (DVT) included:

• People with a history of thrombosis
• Pregnant women
• Women taking 'The Pill' (Oral contraceptive)
• Smokers
• Obese/overweight people
• Some people with congestive heart disease

How can I reduce the risk of Deep Vein Thrombosis?

Taking the following simple precautions may help you to reduce the risk of DVT:

• Drink plenty of water, this helps avoid dehydration
• Limit alcohol and caffeine intake before and during travel
• Take some minimal exercise - for example, get up and walk around a little during the trip (except when the fasten seatbelt sign is active)
• Wear loose fitting clothing
• Crossing your legs restricts blood flow, so avoid doing that as much as possible
• Wear elastic (support) stockings

If you think that you may be particularly at risk from DVT we strongly suggest that you speak with your doctor before flying.

I have special dietary requirements

If you have special dietary requirements or allergies towards certain food groups or require specific medical meals, you will need to check with your airline's special needs policy for information on requesting special meals on their flights.