FAQ

Tour Packages
Q :
How long will the booking be confirmed?
A :
Normally it take minimum 3 working days, maximum one week (not including weekend and public holiday) to process and confirm a new booking. (Case to case, some booking might take longer)
P/s: Acceptance of new booking doesn't mean the tour is confirming departure. We will update the guest 30~45 days prior to departure date for the tour status.
Q :
How many days do I need to book in advance?
A :
Reservation has to be done minimum 45 days prior to departure date. It would be better if the guest can made reservation 2 months in advance. (Reason: time taken for visa application / finalize the tour)
Q :
Can I make amendment for my booking?
A :
Please contact person in charge / customer service for booking amendment.
P/s:
1. Amendment is not allowed if we have confirmed and finalize the tour.
2. Date changes / package changes are not allowed once we process and confirm the new booking.
Q :
Can I cancel my travel package booking?
A :
Please contact person in charge / customer service booking cancellation.
P/s:
NO cancellation is allowed after the booking is approved or confirmed. Otherwise, tour fare will be fully forfeited. Please contact person in charge / customer service and provide reason(s) (with supporting document, if available) for the cancellation.
Q :
Is the travel package included visa?
A :
Please check the "Tour Includes" part of the tour.
Q :
How to make payment for the travel package?
A :
We will collect deposit for new booking to secure the seat. Once the tour confirmed departure, notification will send to you (email & SMS). You may login to website and transfer the balance payment accordingly.
Q :
What is the flight for the tour?
A :
Please check the "Tour Highlight" part of the tour to obtain the flight details.
Q :
User provided expired passport details/attachment while making reservation.
A :
We will contact you for the renewed passport copy.
Q :
Can we do extend stay or change itinerary?
A :
The travelling date, itinerary and accommodation for group tour are fixed. These changes are strictly not allowed. For extend stay request, kindly contact the person in charge / customer service. Deviation request is subject to availability.
Q :
How many peoples needed to form a group tour?
A :
16~19 peoples for Asia countries and minimum 25 peoples for Europe countries.
Q :
Can we have a private tour?
A :
Please contact our live chat customer service and provide your tour requirement/idea. In most cases, the tour fare for private tour is more higher compare to group tour. If the tour group is formed less than 16 pax, for example: a tour group is formed with less than 10 pax, an additional 500 LR will be charged for each person. (More than 10 but less than 16, the charges will depend on situation.) We suggest customer to choose the tour package which display on our website as the price is more affordable.
Others
Q :
Is O2O[LR] acceptable in Mtravel website?
A :
Kindly create an account in our website first, then you may use your LR [O2O] to purchase all the item or service in our website.
Q :
What's live-chat customer service's working hour?
A :
Our working hour: Monday-Friday, 10am-7pm(Malaysia local time).
Q :
Merchant registration.
A :
Regarding merchant matter, please fill in the form and send to [email protected]
The link of the form: Partner Application Form
Q :
My booking failed but why my LR didn't refund to my account?
A :
Once your booking is cancelled, the initial LR used for the booking will be refunded within 1 hour. Do contact us if the LR is not refunded with the screenshots.
Q :
Can I request receipt or invoice for my booking?
A :
We will not provide any receipt or invoice for any booking reason being every transaction made is charged by LR, instead of the traditional cash terms.
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