Which service to choose?
First of all, choose the package that appeals to you the most... Congratulations to all those who work and participate to give us such a beautiful show!

Ticket in grandstand
This is the most popular type of ticket. You are sitting at a numbered place.

VIP Service
The must is to follow the event from the grandstand and enjoy a catering service during the entire event. Upon receipt of your confirmation, you will receive an e-mail with all relevant information. You will be given an access plan, the opening hours. This service is ideal for you convivial moments which will remain engraved in your memory.

How to choose your hotel?
We offer you the possibility to book several nights to attend this event. Just set the number of nights and choose the date of your arrival. We have preferred all-inclusive packages.

AVAILABILITY
After spotting a service 'Service + Hotel' or 'Service + Hotel + Flight' at a good rate, I returned later to book it but the price had changed, why?
The price per person is indicated in the calendar (choice of the beginning of the date of your trip) and may be different (downward or upward) in the next page (quote page), if this is the case, a message appears before point '1. Passenger distribution like ‘After updating availability in real time, we can offer the rates below'.*
You should know that the prices of rooms and airline tickets are changing constantly and in real time.

The explanation?
Airplane rooms and tickets are sold by travel agencies around the world, but they are also bought by travelers all over the world via thousands of travel sites. On the other hand, companies use commercial techniques such as Yield Management, to optimize the filling of rooms and their flights. That is, they increase or decrease their price according to the demand, the competition and the filling of the rooms and also their flights.
The price can vary from one minute to another and this explains any price differences you may see. The price can also very well change between two successive searches.
That's why we invite you:
- To book as long as possible in advance because this is where you get the best prices. The ideal is between 6 and 9 months in advance, unless you leave outside school holidays. Note that some companies like low cost, do not put their stock on sale more than 6 months in advance,
- To book immediately if a rate gives you satisfaction because it is rare that it is necessary to lower.
How to check the availability of benefits?
When benefits are no longer available, a specific message appears on the payment page. Unfortunately, our system can not respond to your request for any of the following reasons: the date is no longer available or the accommodation capacity is not sufficient for the number of passengers. We propose to reformulate your request or contact our reservation service. You will be able to contact our Reservation Service for the availability of a similar service or additional information by email at info@stepbystep-org.mc or by phone at 00 331 42 03 10 00 ou au 00 377 97 70 35 35.
How to book a specific place to attend the event?
It is not possible to select specific places on the website. However, you can send your request / preference when you order your tickets. We will do our best to satisfy you. Please contact us in order to best meet your expectations by email: info@stepbystep-org.mc or by phone 00 331 42 03 10 00 or 00 377 97 70 35 35.

What services are available?
Child Benefit
Anyone, regardless of their age must have an access ticket to enter the spaces
Group Booking Service
In order to provide you with the most relevant information, please contact us with your details and your needs to enable us to meet your expectations. Contact us by email: info@stepbystep-org.mc or by phone at 00 331 42 03 10 00 or at 00 377 97 70 35 35.
Service Conciergerie Premium
You want to be advised and book other services, change your departure city, add other activities such as museum visits, attend a show or discover a restaurant, thank you to contact us by mail: info@stepbystep-org.mc or by phone 00 331 42 03 10 00 or at 00 377 97 70 35 35.

What are the accesses for people with reduced mobility?
Some spaces are accessible to people with disabilities. Please contact our Reservation Service by email at info@stepbystep-org.mc or by phone at 00 331 42 03 10 00 or at 00 377 97 70 35 35.

How to modify my booking?
If an error has been made during your booking, please contact us as soon as possible, by email at info@stepbystep-org.mc or by phone at 00 331 42 03 10 00 or 00 377 97 70 35 35. We will do our best to help you rectify it (without contractual commitment on our part).

How to receive your tickets?
Tickets are sent on your mail address. You will be asked to present your identity card or passport to the security at the entrance. If the name of the person who made this reservation is different, thank you to inform us and indicate us his coordinates.
Please contact our Reservation Service to obtain practical information by email at info@stepbystep-org.mc or by phone at 00 331 42 03 10 00 or at 00 377 97 70 35 35.

TRAVEL DOCUMENTS
What documents do I need to receive after confirming my order?
You will receive a confirmation email that summarizes your order. The E-ticket (electronic ticket) that you will have to present at the airport. Note that for reservations made on a low cost airline, the E-Ticket will be replaced by a Travel Confirmation. You will also be able to edit the invoice of the file.

I wish to receive my e-ticket.
Electronic tickets (or E-tickets) are sent to you by email, at the end of your reservation, and at the latest the day after the payment.
It is imperative to consult your e-mail box until the day before departure. (Attention messaging HOTMAIL tends to reject shipments, so check that they are not in your spam).
INFO: the e-printing of your E-ticket on your mobile is also accepted by most companies. We advise you anyway to have a paper version under the elbow, to present in case your laptop would have failed: no more battery, laptop dropped in the toilets of the airport, etc ...

Edit your boarding pass
Why edit it before departure? To avoid stress and arrive zen at the airport! ... but also and above all to avoid (potentially) invoiced at the counter by the company on the day of departure.
Each company has its own, but they ask almost all the same information. Here are some examples of access to your files. Then you just have to let you guide to print your boarding pass.
> Easyjet
Click here to register. Check the buttons as shown below and fill in the Reservation Number, First Name and Last Name.
> Ryanair
Click here to register. After entering your booking reference, fill in the following email address: lowcost@h24travel.com.
>Transavia
Click here to register, then fill in: Reservation number / Name / Departure date.
> Volotea
Click here to register, then fill in the Confirmation Number and your Email or Last Name
> French Bee
Click here to register, and fill in your Name + Reservation number.
> Eurostar
Click here to issue your ticket as it is mandatory to board the train. Fill in the reference of the reservation and your name.
> Germanwings (became Eurowings)
Click here to register. On the site, click on the Registration and Registration tabs for tour operators' customers and fill in your Booking Number.

I wish to receive my credit card receipt and / or invoice.
Once your bank transaction has been completed, we will send you your booking confirmation by e-mail, in which you will find the details of your transaction. You also have the possibility to receive this receipt CB, as well as your invoice, by contacting our Customer Services by email at info@stepbystep-org.mc or by phone at 00 331 42 03 10 00 or at 00 377 97 70 35 35.

MEANS OF PAYMENT
What are the means of payment?
You have several payment options either by credit card or by transfer. It is possible to pay by credit card (Mastercard, Visa, American Express and Carte Bleue) but also by bank transfer. By bank transfer, please contact us to obtain our bank details by email at info@stepbystep-org.mc or by phone at 00 331 42 03 10 00 or 00 377 97 70 35 35.
Imperative: Once the transaction has been completed, we thank you for sending us by e-mail the confirmation of the transfer, with the stamp of your bank to the address: info@stepbystep-org.mc to validate your reservation.

My CB has not passed how can I settle my file?
At first, we invite you to contact your bank to know the reason for this refusal (often related to a problem of distance selling ceiling) then in a second time, to contact our Reservation Service by mail to info@monaco grand-prix.fr or by phone 00 331 42 03 10 00 or 00 377 97 70 35 35 to proceed to the payment. You can also send us another CB at the same number.

My payment failed. How can I be sure that I have not been charged?
If our booking system has detected a payment defect (often related to a remote sales ceiling problem), we will indicate it to you online. From there, no banking transaction was carried out, so no debit. In the process, you will receive a summary e-mail with the instructions to follow to finalize your payment.

I would like to have an invoice.
To edit an invoice, please contact us to obtain it either by email at info@stepbystep-org.mc or by phone at 00 331 42 03 10 00 or at 00 377 97 70 35 35.

What is 3D Secure payment?
As part of the fight against fraud, we have implemented the payment 3D Secure, authentication payment system to enhance security when shopping online. At the time of payment, your bank verifies the identity of the cardholder before validating the transaction.
The authentication procedure is as follows:
1 - After filling in your bank details on the payment step, you are transferred to your bank's website. In the 3D Secure window that appears, the authentication process to follow is specific to each bank.
You may be asked to:
- Enter your date of birth,
- Enter a code received by SMS,
- Answering a personal question...
=> Check at the time of your order that you can receive the SMS authentication 3DS (operator restriction, order from abroad, network coverage ...).
2 - You transfer the information transmitted by your bank, in the process of purchase then validate your order. Your payment is validated and your transaction is finalized. You receive your booking confirmation by email.

GENERAL INFORMATIONS
I'm looking for a group rate.
To benefit from a group rate, you must be at least 8 people. Our booking engine can however register up to 8 passengers on the same file, but no special fare.
In order to provide you with the most relevant information, please send us your details and your needs. We thank you to specify the number of people, the dates, the desired accommodation (Single or Double Room), the means of transport, and possibly the activities to allow us to meet your expectations. Contact us by email: info@stepbystep-org.mc or by phone at 00 331 42 03 10 00 or at 00 377 97 70 35 35.

HELICOPTER TRANSFER
How much luggage am I allowed?
Line Nice - Monaco online: only 1 is allowed in the hold baggage per passenger.

Could i take a cabin luggage?
A small hand luggage allowed in the cabin.
What is the maximum luggage weight?
The weight must not exceed 25 kg per bag.
What is the maximum size luggage?
Standard size (between 60 and 80 cm).

Free shuttle Monaco Heliport: a shuttle can pick me up in Monaco?
Please let us know your desired departure time and your address in the comments during your confirmation.

When I arrived in Monaco, is a shuttle can drop me in town?
Our service offers a shuttle for all passengers arriving by helicopter in Monaco.

How long before my departure by helicopter shuttle should pick me up in Monaco?
This can vary between 20 and 35 minutes before departure of the helicopter where your place of residence in the Principality of Monaco.

My flight is canceled due to strike, what to do?
First of all, do not try to cancel your ticket at any cost in advance and on your own because the airlines often provide for the implementation of commercial measures accompanying these movements. The good reflex is to contact us at the number which was communicated to you in your documents of travel because being in direct relation with the companies, we will be able to guide you as well as possible on the modalities and procedures to follow and to assist you.
Be careful, these measures may not be valid for all strikes. By experience, they generally apply in case of social movement or force majeure but each event may have its own specificities and each company apply a different rule.

LUGGAGE
Which products are prohibited in the cabin and in the hold?
Prohibited items in the cabin.
All liquids, creams, gels, pastes and aerosols are authorized in cabin luggage in REDUCED QUANTITY, in containers with a maximum capacity of 100 milliliters each. These products must be placed in a transparent plastic bag with closure (maximum capacity of 1 liter). Above 100 milliliters, these liquids must be carried in checked baggage. Exceptions: food and beverages for travel and medications necessary for travel (prescription may be required).
All sharp objects that can be dangerous to public safety are prohibited: scissors, knives, daggers, detent, razors, scalpels, leaded or ironed canes, archery equipment, crossbow, spear stone, etc ... and any object considered a stab. Blunt objects such as hammers, screwdrivers, sports equipment such as baseball bats, cricket, golf clubs, hockey sticks, but also martial arts instruments such as batons, are prohibited.
All firearms: war, defense, shooting, fair, hunting, salon, historical or collection, but also their imitation.
Prohibited items in the hold and cabin
All dangerous and explosive substances and substances (firecrackers, fireworks, detonators, etc.), as well as flammable materials such as gasoline, paints, dangerous chemicals, gases and self-defense materials that produce irritating gases or tear. All airlines are gradually adopting the ban on planes of all Samsung Galaxy Note 7, whether extinguished or not, set up October 15, 2016 in the United States because of the fire risks it represents.
In recent weeks, Aéroports de Paris has implemented a new policy regarding luggage accepted for check-in. The famous ultra-light bags, often in red and brown colors and commonly known as "Tati bags", are now banned for registration.

What unusual items can you bring on board?
You have an unusual object to carry on board and you wonder if it will be allowed or not? Here is a small list of atypical objects that we investigated.
WARNING: each company has its own policy in terms of luggage and security, so there may be important variations from one company to another.
A birthday cake ? Yes, it is possible but only as hand luggage and must conform to the size of this hand luggage. The cake should be stored in the compartment above your head or under the seat in front of you. The crew is not able to keep cakes.
A wedding dress? Yes as hand luggage provided that it does not exceed the standard size limits of it. The dress will then be considered as a maximum size hand luggage.
A camp stove? Yes, but in the hold only and provided that before the flight the vessel has been completely emptied of its flammable contents for at least one hour and the fuel tank or container has been left open for a minimum of six hours to allow evaporation of the residual fuel. The fuel tank or container must be tightly sealed, packed in absorbent material such as paper towels, and then placed in a polyethylene bag. The top of the bag should then be closed with elastic or string.
Funeral ashes? Yes in hand luggage, provided you submit a copy of the death certificate and cremation, and that the ashes are placed in a suitable container and perfectly packaged. You will be required to inform the ground staff of the nature of what you are transporting at the time of check-in. Dry ice? Yes, in hand luggage and up to a maximum weight (2 or 3 kilos), provided that it is only used to store perishable products that are not considered dangerous. For any request for transport of medicines, please contact us by contacting us at the number that was communicated to you in your travel documents (price of a local call) as soon as possible after having made your reservation (6 € intervention costs).

You want to travel with excess luggage.
Contact our customer service at the number that was communicated to you in your travel documents (price of a local call) to know the fees imposed by the company, to which will be added our 16 € of intervention costs. Please plan to give us the weight, dimensions and contents of the excess luggage.

I need to carry a fragile and / or bulky object.
Contact our customer service at the number that was communicated to you in your travel documents (price of a local call) to know the fees imposed by the company, to which will be added our 16 € of intervention costs per passenger.
We will need to know:
- the weight,
- the dimensions,
- the nature of the baggage to be transported as well as the routes and passengers concerned.

I want to add an extra piece of luggage to my file.
You have already made the reservation and wish to add additional luggage. Contact our Customer Service at the number communicated to you in your travel documents (price of a local call) to know the costs imposed by the company, to which will be added our 6 € of intervention costs).
Important: In the United States, you can not add luggage on domestic flights, online or by phone. American companies require you to buy them only at the airport. On the other hand no problem, if you buy your domestic flights at the same time as your transatlantic flight.

What are the legal rules for damaged or lost luggage?
The Montreal Convention of 28 May 1999, in addition to defining the framework for air transport, laid down rules for the carriage of luggage.
In case of loss, damage, theft of personal effects and / or luggage on arrival of the flight (outward and / or return), the traveler must imperatively establish a report of irregularity luggage before any final exit of airport. Once the report has been established, the traveler is invited to send the declaration to the airline company enclosing the originals of the supporting documents.
(Example: photos showing the damage, declaration of value established before the flight at the airport services ...) in a very short time:
- In the event of damage: 7 calendar days from the date of discovery of the facts (the date of establishment of the statement as proof),
- In case of loss: 21 calendar days from the initial date of delivery, corresponding to the date of the return flight,
- In case of late delivery: 21 calendar days from the actual date of delivery.
Beyond these deadlines, the application will be rejected, in accordance with the provisions of the international convention of Montreal.

INSURANCE
What are the insurance offered?
No insurance is included in the prices of the services offered on the Site. Therefore, STEP BY STEP recommends that you subscribe at the time of your order an insurance contract covering the consequences of certain cases of cancellation. You can buy insurance directly from our partner Mondial Assistance. This subscription must be made the day of your order. You will have access to this service upon receipt of your confirmation email, a specific link allows you to purchase specific insurance.

CANCELLATION
The services offered are neither cancellable nor refundable.
Warning: in case of no show at the start (No show), the airline reserves the right to readjust the fare or cancel the seats on all the following trips. These conditions also apply to tickets that include a train or bus journey.

CHANGE
I have already made my flight go I want to cancel my return flight.
Any trip interrupted or any service not consumed does not give right to any refund.

I want to know the fees before modifying.
We invite you to contact our Customer Service at the number given to you in your travel documents (price of a local call). We will inform you about the fees imposed by the airline to which will be added our intervention costs of € 40 per passenger.

I want to change my flights (schedules and / or dates).
We invite you to contact our customer service at the number given to you in your travel documents (price of a local call) to make us the request. Our team will inform you of the costs related to your request imposed by the company, to which will be added our 40 € of intervention costs per passenger.

I want to change the name of the passengers on a file.
We invite you to contact our customer service at the number that was communicated to you in your travel documents (price of a local call) to make us your request. Our support will inform you of the fees imposed by the company, to which will be added our 40 € of intervention expenses per passenger.
Warning: a name change is equivalent to a passenger cancellation. Air tickets are nominative and can not be transferred to a third party.
In case of error of a letter in the spelling of a name, an application can be made to the company.

I have already done my flight and I would like to change my return flight.
We invite you to contact our customer service at the number that was communicated to you in your travel documents (price of a local call) to make us your request. Our support will indicate to you if the company accepts the modification of the return flight, and will communicate to you the expenses imposed by the company to which will be added our 40 € of expenses of intervention per passenger.

I want to add a passenger to my file (adult, child, baby).
Only a baby can be added to a folder. In this case, we invite you to contact our customer service, by email at info@stepbystep-org.mc or by phone at 01 42 03 10 00 or at 00 377 97 70 35 35.
For the addition of an adult or child passenger, we invite you to make another reservation on our website or to contact us at this same number.

HOTELS
What travel documents will I receive at the end of my hotel reservation?
Once the reservation is confirmed, you will receive by mail your voucher which also summarizes:
- The coordinates of the hotel,
- The type of room reserved,
- The number of the reservation,
- The payment.
This voucher must be presented to the hotelier upon your arrival at the hotel.

How to know the different services offered by the hotel?
Everything is mentioned on the description of the hotel: parking, wifi, catering, swimming pool, animals, etc ...
The services offered vary by institution and country. To ensure a pleasant stay, it is best to check directly with the hotel if it offers the services expected. You will find all the coordinates of the hotel on your voucher.

How to get a cot in a hotel?
Baby beds are available on request and their quantity is sometimes limited in some hotels, it is better to validate your request with our customer service to avoid any problems of availability on your arrival. An additional cost may be requested by the hotel depending on the destination.

Why are there price differences on the same rooms / hotels / dates?
Prices charged by hoteliers may vary within the same hotel according to several factors:
- The category of rooms (more or less upscale),
- The various services included in the price (meals-spa-excursions ...),
- The conditions of cancellation and modification (an editable rate will be higher than a non-refundable non-refundable rate).
These are elements to take into account in the choice of your rate.

What types of rooms and pensions are offered?
The hotels offer different types of rooms, depending on the establishment. You can find: - Double rooms which consist of a large bed, - Twin rooms with two twin beds - Single rooms which in most cases are subject to a supplement (variable depending on the hotels), - Triple rooms with a large bed and an extra bed - Quadruple rooms with a double bed and two extra beds.
For any request for "special" rooms’’, please contact our Customer Service.
The hotels offer different types of pensions (varying according to the country and the establishments):
- The accommodation only includes the price of the room,
- Half board includes room price + breakfast and dinner,
- Full board includes room price + breakfast + lunch and dinner.
All inclusive includes room price + all meals and all local drinks. However, we recommend that you check on your voucher what this formula includes because the drinks and their quantity may vary from one hotel to the other.

Are rates quoted per person or per room?
The displayed prices correspond to the total cost of your file. Whether you search for 1 or 2 bedrooms, the price displayed will be the total price of the reservation.

I want to change or cancel my hotel reservation.
Reservations at special events are non-cancellable and non-modifiable.
In other periods, reservations may be voidable or editable depending on the rate you have selected. If your reservation is voidable or refundable free of charge, we will post a deadline. You will also find this date mentioned on your voucher.
If the customer service is able to validate the cancellation or modification, you will receive the confirmation by email and in your customer area. If you do not receive a confirmation e-mail, you can refresh your web page, check in the spam of your mailbox, or contact us.
We can not refund a reservation that can not be modified or canceled. The generated fees will be directly cashed by the hotelier.
Where can I find my booking, my voucher, my hotel bill?
All documents relating to your reservation are sent to you by email.

When is my credit card charged and is it secure?
The amount of your credit card is charged upon confirmation of your reservation. In collaboration with SOCIETE GENERALE, we have set up an SSL protocol for secure exchanges that allows you to encrypt your data during your payment. Thus when sending your bank details on our site, they are not visible and can not be collected and stored.
We have also put in place a protocol against online fraud: 3D Secure. During your purchase, before the confirmation of the payment, you receive an SMS with a code allowing us to verify that you are well at the origin of the request of reservation.

I have just arrived at the hotel which does not have a record of my booking.
Reservations are sometimes poorly entered in the hotel’s system. It is therefore essential to present the voucher, received during your reservation, allowing the receptionist to know the origin of the payer and his emergency number if he did not find your reservation.
In case of problem at destination, it is recommended to join the emergency number of our provider, indicated on your voucher, or our customer service, also indicated.

REQUESTS
I would like to reserve my seat on board.
We have two possibilities:
- Contact us at the number which was communicated to you in your travel documents to make us the request. We will let you know the cost of the company, plus our 6 € intervention fee. We draw your attention to the fact that some Low Cost companies systematically invoice all seat reservations, while also offering a wider choice of seats, such as those located near emergency exits, allowing more comfort for the legs (or other).
- Go to the company website (company file reference in your E-ticket) and directly block your seats online.

I want to book a special meal.
Depending on the company, you may be able to request a special meal: vegetarian, kosher, gluten free, halal, dietetic.
For this you can either:
- Contact us at the number which was communicated to you in your travel documents to make us the request. We will let you know the cost of the company plus our 6 € intervention fee,
- Go to the company's website and see if it offers it. If this is the case, you can make the reservation online.
I need medical assistance (wheelchair).
Contact our customer service at the number given to you in your travel documents to request it. Our team will contact you as soon as possible to keep you informed.
We will ask you to specify the following information:
- the name of the passenger concerned,
- His pathology,
- His degree of autonomy (can he fasten his belt, eat alone, move on the plane, climb the stairs ...).
If the passenger has their own wheelchair, please indicate the following:
- The type of wheelchair (Manual chair / dry battery / battery powered),
- The dimensions (length / width / height) and weight of the chair, once folded.
Warning: this service is subject to acceptance by the airline.

I wish to travel with my pet.
Contact our Customer Service at the number given to you in your travel documents. We will communicate the costs imposed by the company to which will be added our 16 € of intervention costs per passenger.
Pets are generally accepted on board aircraft, either in the cabin (if weighing less than 5 kg) or in the hold, except for refusal for valid reasons (such as a sperm whale or a turkey), or if already reached in the aircraft, legislation on dangerous animals, regulation of the country of destination, etc.).
So, please specify in your request:
- The breed of your animal,
- the weight (total weight of the animal + cage),
- The dimensions of the bag or cage (length, width, height).
Warning: this service is subject to acceptance by the airline.

I want to carry drugs / oxygen.
Contact us at the number given to you in your travel documents (price of a local call). Our team will inform you of the possible fees, imposed by the company, to which will be added our 16 € of expenses of intervention.
For diabetic passengers, some companies may not support the refrigeration of their syringes. Please contact our support who will contact the company.

I need a basket for my baby.
According to the company, a cradle can be loaned to you on intercontinental flights. Please ask us by contacting us at the number given to you in your travel documents (price of a local call) as soon as possible after having made your reservation (6 € of intervention fees). Please note that the number of cribs is limited. If no cradle is available, your baby will travel on your lap.

CLAIM
I suffered a flight delay, I would like to compensate me.
You have taken out our "Cancellation without cause or proof" insurance or our "Cancellation without cause or proof" insurance package + "Assistance repatriation".
We invite you to contact your insurer to verify the steps to take.
=> You have not taken out insurance, we invite you to consult this link to verify that it meets the required conditions.
If this is the case, thank you to send us your request by registered mail, imperatively accompanied by the proof provided by the airline, to the following address:
Customer Service - 74 Boulevard d'Italie - 98 000 Monaco
Our customer service will make a claim directly to the airline. You will be informed by e-mail of the follow-up given to your file, within a delay of about 3 months (average time of the airlines).

I lost my luggage I want to get compensation.
First, we invite you to contact the airline or the baggage service of the airport where the incident occurred to report the loss of your luggage.
If you have taken out our "Repatriation Assistance" insurance or our "Cancellation without cause or proof" insurance package + "Repatriation Assistance".
We invite you to click on the Presence Assistance Management link to verify the steps to take with the insurer.
If you have not taken out insurance: thank you to send us your request accompanied by the proof provided by the airline. Our customer service will make a claim directly with the airline. You will be informed by e-mail of the follow-up given to your file, within a period of about 3 months (average time of airlines).

I had to pay an airport tax and I would like to be reimbursed.
The rates offered on the site are displayed all taxes included. However, additional local taxes may be imposed by local authorities in some countries.
In this case, these taxes are your responsibility and are to be paid locally, in local currency or in dollars. As a result, no claim for reimbursement can be taken into account.

I have not traveled and I would like to be reimbursed airport taxes.
We are committed to credit you the amount of taxes reimbursed by the airline, less 20% (within the limit of 20 €) of treatment fees per passenger.
For this you can contact our teams:
- By phone at the non-premium rate available in your travel documents, from Monday to Friday from 09:00 to 19:00 and Saturday from 10:00 to 18:00.
Warning: some taxes are non-refundable, such as the 'fuel surcharge', depending on the airlines, the type of fares and / or destinations.
30-day period according to Article 113.8 of the Consumer Code.

I am still waiting for my refund.
We invite you to contact our customer service at the number that was communicated to you in your travel documents (price of a local call) to know the evolution of the current refund. The processing time of companies is about 3 months (average time of the airlines) We remind you that we act as a simple intermediary and that we are dependent on the deadline imposed by the airlines.

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