Help: Questions & Answers

There are many things to think about when travelling. To help you with this, we have compiled a helpful list of the most frequently asked questions (FAQ's).
If you have any further questions, please contact us directly or, even better, visit us at our travel agency. We look forward to hearing from you!

How can I pay for my trip?
  • PostFinance
  • TWINT: Please note that no confirmation of receipt will be sent by MTCH AG after receipt of your payment. In the event of a refund, the full amount will be returned to your TWINT account.
  • Visacard, Mastercard, American Express: Please note that the total amount will be charged to your credit card upon completion of the booking. For security reasons, the credit card details are not saved. You will therefore need to provide your credit card details again if you subsequently book services in addition to your reservation.
  • Cash payment
  • Invoice
Which insurances can I book?

Our insurance partner ERV offers various travel insurances as well as guest insurances. We will be happy to advise you.

How do I proceed if I have to submit rebooking or cancellation charges to my insurance company for reimbursement?

We recommend that you clarify in advance whether the reason for your rebooking or cancellation is insured. Rebookings or cancellations are only accepted in writing by e-mail or post and confirmed by us in writing. Please submit our confirmation together with other necessary documents (e.g. your medical certificate) to your insurance company.

Where can I find entry and visa regulations?

All tour participants are responsible for complying with passport, visa and vaccination regulations and for carrying the documents required for entry into the chosen holiday country.
We therefore ask you to check the validity of your passport or ID as well as any visa requirements and health regulations (e.g. COVID-19, yellow fever) in good time.

Swiss citizens can obtain information about the travel regulations of the respective country from the Federal Department of Foreign Affairs FDFA. Citizens of other nations should enquire at the embassy or consulate of the respective country of travel.

MTCH AG cannot be held liable for any consequences resulting from refused entry due to inadequate entry documents.

What happens if the names and/or dates of birth in my booking do not match the passport or ID?

Your details will be transferred to the reservation systems of the airlines and hotel companies. If there are any discrepancies, we cannot guarantee a smooth flight, entry or hotel reservation process. Therefore, please make sure that you enter your data correctly when booking! Subsequent corrections are sometimes associated with considerable costs. Many airlines do not accept name changes and require a new ticket to be issued, which can lead to expenses (up to 100%). Any expenses incurred will be borne by you in full.

What happens in the event of flight time changes?

For organisational reasons (on the part of the airline, the airport, etc.), there may be changes for flight days and routes in the future.

Therefore, we expressly reserve the right to make changes to the transport times. In the event of flight schedule changes prior to departure, you will be informed in writing or by telephone. Incidentally, changes to flight times do not justify a cancellation free of charge.

In principle, there may also be flight schedule changes for the return flight to Switzerland. Because contact with our guests at the holiday destination is not always guaranteed, we would like to point out that it is your responsibility to inform yourself about possible changes in good time before your journey home with the tour guide, at the airport or with the airline.

What should I do if my luggage is damaged or has not arrived?

If you notice damage to your luggage or your luggage has not arrived at its destination, please contact the transporting airline directly on the spot. Without immediate notification of damage, airlines will refuse to pay any compensation.

How do I get the boarding pass for my flight?

You will receive your boarding pass at the online check-in or at the airport check-in counter.

What time should I arrive at the airport?

Please check the recommendations of your departure airport:

As a guideline, you can assume at least 2 hours before departure for European flights and 3 hours before departure for intercontinental flights. When planning your flight, please also bear in mind that check-in at Zurich Airport, for example, starts at 4 a.m. at the earliest and ends at 10 p.m. at the latest.

What parking facilities are available at the airport?

Airportparking Zurich
Parkservice am Flughafen Zürich - cheap and convenient.
Drive comfortably with your car to Zurich Airport always in the direction of "Rental Car Return / Parkhaus P3". Park on floor 5 and proceed to the airport parking counter. During your stay, your car will be parked in our car park in the immediate vicinity of the airport. On your return, collect the key from our counter. Your car will be waiting in our parking spaces in the multi-storey car park, so all you have to do is load your luggage and drive home relaxed.

Airport Geneva
Geneva parking facilities

Airport Basel
Basel parking facilities

Where can I find the emergency number?

You will find the emergency number on your travel information under "Urgent Emergencies".