A message to our customers
Thank you all so much for the many messages of support we have received since Morocco closed it’s borders on March 16, 2020. A significant number of you were forced to abruptly cancel travel plans, some of you were already in Morocco and had to rush to the airport to get on one of the last flights out. We hope you and your loved ones are all staying safe and healthy during these unprecedented times.
Update on refunds and rescheduling of travel
When you pay us for the tickets you have asked us to purchase for you, we in turn then transfer your payment to the relevant transport provider – usually ONCF or CTM bus – when we purchase your tickets.
Depending on the type of fare purchased, or the transport company, different cancellation and refund policies will apply. In the case of COVID-19, as the situation evolved, each company issued an updated policy.
In normal circumstances, all CTM bus tickets are non-refundable. The non-refundable stipulation has not changed, but CTM had posted on their website (since removed) that any tickets already purchased for a travel date after March 16 when all services were suspended can be rescheduled free of charge for a new travel date until the end of 2020. This change to travel date can be processed at any CTM agency on presentation of the tickets once normal service resumes.
For ONCF (Morocco train and Supratours bus services), if your tickets were refundable or semi-refundable, Marrakech Tickets submitted a cancellation request in March and we have since been advised by ONCF that refunds will only begin to be processed once normal train service resumes (all ONCF staff are at home, the ONCF office and 95% of train stations are closed). At the moment normal resumption of service is not expected until July at the earliest. If you had purchased train tickets that were non refundable, ONCF has stated on their website that they will exchange tickets for travel for a travel date within six months of resumption of service.
Dated 10 June, 2020