Questions regarding booked tickets
When you buy a ticket on our website or with the app, you may always regret your purchase within 24 hours. This applies to all ticket types. If you buy your ticket less than 24 hours before departure you may regret your purchase up to 12 hours before departure. To regret your purchase, click on 'Manage booking' in your booking confirmation.
If you have bought a FLEX or 1 CLASS PLUS ticket, it can be cancelled any time prior to departure, unless other conditions apply. When you cancel your booking, you receive a full refund to the same method of payment used for your purchase. We do not charge any administrative fees for cancellations. Changing a ticket If you have bought a FLEX or 1 CLASS PLUS ticket, you can change your ticket to the departure before or after the original departure without a fee. To change your ticket, click on 'Manage booking' in your booking confirmation.
No refund is made if you do not cancel or change your ticket prior departure, according to our terms and conditions. That is called a 'no-show'. No compensation is given, and the ticket is automatically cancelled.
In case of illness
In case of acute illness, you may be able to get a full refund if you can provide us with a doctor’s note. No administrative fee is added. In these special cases, the doctor’s note must include the doctor’s name, phone number and an official stamp. If a stamp cannot be provided, a copy of the doctor’s ID should be attached to your claim. The doctor’s note needs to include date and diagnosis of the acute illness that is preventing the patient from travelling with the purchased ticket.
Send the doctor's note along with the booking number to our customer service on [email protected]
You always travel ticket-free with MTRX, but if you have lost your e-mail or text message confirmation you can always contact our customer service team for assistance. If you have lost your personal booking confirmation it will be replaced in accordance with MTRX's terms and conditions.
What is included in the different tickets?
Click here to read more information regarding what is included in our different ticket types.