FAQ
Answers about our packages, reservations and services.
RESERVATION
- How does booking with Fstvl work?
Fstvl lets you book complete packages for various festivals in Europe, including festival pass, accommodation and/or transport. You can choose the package that best suits your needs and budget. Once you've made your choice, simply follow the instructions on the site to finalize your booking.
- Is it possible to book a package and pay later?
At the time of booking, payment is required to secure the elements of your stay. This includes the festival pass, accommodation and, if applicable, transport. Payment amounts and methods may vary depending on the package chosen. Please contact our customer service for further details.
- When will I receive confirmation of my booking?
You will receive a booking confirmation by e-mail within 24 hours of placing your order, once all the elements have been validated by our operators. In the event of availability or price problems, we will contact you to propose an alternative solution. We advise you not to make any further bookings until you have received our confirmation, and to contact us if you are late in receiving it.
- How do I change my booking?
Changing your booking will incur a fee. First, consult the scale of charges for any modification on the “T&C” page. Then, if you still wish to modify your order, contact our customer service department by telephone or e-mail at info@fstvl.io.
Please note: Some items or products cannot be modified and will be treated as a cancellation. This applies in particular to festival and camping passes, as well as airline tickets. Contact our customer service department at info@fstvl.io to find out more.
- How do I cancel my booking?
- You have not taken out cancellation insurance: Cancellation of your booking will incur a charge. Please consult the scale of charges for cancellations on the “T&C” page. Then, if you still wish to cancel the order, contact our customer service department by email at info@fstvl.io.
- You have taken out cancellation insurance: Start by contacting the insurance company (using the telephone number given in the insurance policy you received by email) to check that your cancellation falls within the provisions of the insurance policy. They will also tell you what documents you need to request from us. Then contact our customer service department by e-mail at info@fstvl.io.
If you have any other questions, please don't hesitate to contact us by phone.
- Why does the price change?
When you make a request on our website, we go directly to the various suppliers to provide you with the best price. Depending on filling and availability, this price may vary between two requests.
PACKAGES AND OFFERS
- What is included in my Fstvl package?
Your package includes only those items specifically mentioned at the time of booking. Be sure to select any additional items you need, such as luggage or insurance.
- What types of festivals do you offer?
Fstvl offers packages for various festivals mainly in Europe, covering a wide range of musical genres and atmospheres. We work in official partnership with the organizers to guarantee a unique and secure experience.
FESTIVAL
- What can I bring into the festival?
Rules on personal belongings, drinks and food vary from festival to festival. Check the specific regulations of the festival you're attending to find out what's allowed.
- What are the rules concerning camping equipment?
Unless specified in your package, camping equipment is not included. You will be able to add camping equipment options when booking, if available.
- What is the minimum age to attend the festival?
Each festival has its own entry requirements, and our website cannot automatically refuse certain dates of birth. We therefore advise you to check the minimum age for participation in the event, as festival passes are non-refundable.
- Can I register and pay later?
We can only block your booking once we have received your payment. While we are waiting for your payment, prices and availability may change.
- I haven't received my festival pass yet. What should I do?
We are a travel agency. Unlike an online ticketing service, we send our passes manually. We have to check that your booking is complete before we can confirm it. Generally speaking, the festivals we work with send us all our tickets a week before the event, to avoid illegal resale of tickets as much as possible. We will send them to you by email as soon as we receive them.
- How do I cancel my festival pass order?
Please note that festival passes are non-refundable. Once your reservation has been confirmed and we have received your invoice, we will not be able to cancel your reservation.
TRUST AND SECURITY
- Why choose Fstvl to book my festival?
Fstvl is a trusted platform, created in 2024, which offers all-inclusive packages thanks to official partnerships with festival organizers. This guarantees the reliability and security of every booking.
- Is my payment information secure?
Absolutely. Fstvl uses advanced security systems to protect your personal and payment information.
FLIGHT
- Is checked baggage included in the price of the flight?
Hold baggage is only included in the price of the flight when it is indicated as such in the search engine. Most airlines do not include hold baggage on short and medium-haul flights. If they are available as an option, this means that they are not included in the basic price.
- Is online check-in mandatory?
Online check-in is not mandatory for long-haul flights, scheduled airlines (such as Air France, British Airways, Lufthansa etc...) and most low-cost carriers. It simply saves you time, but you can do it directly at the airport. However, some airlines (notably Ryanair or Wizzair) charge for check-in if it is done at the airport. Be sure to check your travel documents/conditions according to the airline you're flying with, and don't hesitate to contact our customer service department by phone if you're unsure.
- When should I get to the airport?
We recommend that you get to the airport 3 hours before your flight takes off, so that you have enough time to check in your baggage and hold luggage (if necessary) and get through security without missing your flight. Be careful, though: depending on the season, airports can be very busy, and airlines won't take charge of you if you miss your flight because there were too many people at check-in, for example.
- Can I change a passenger's name on a flight?
We cannot change the name of a passenger on a flight, as tickets are strictly personal. If you want to give up your place on a trip, the passenger replacing you will have to buy his or her own ticket, in accordance with our “T&C”, which can be consulted via this link.
- How do I choose my flight?
We advise you to check whether or not your flight includes stopovers (so that you can apply for your VISA and/or passport if necessary) and whether or not hold baggage is included. Schedules are always given in local time.
Please note: if your flight indicates “+1”, this means that the arrival is one day after departure.
- What departure and return days should I choose to save on airfares?
Often, you'll find the cheapest airfares if you book a 7-night stay, departing between Friday and Sunday (except for low-cost airlines) and booking at least 21 days before departure. These indications are obviously generic and vary according to flight capacity and the time of year.
- I can't find my departure airport, what should I do?
Not all possible airports are listed on the website, but that doesn't mean that booking is impossible. Don't hesitate to contact our customer service department by telephone so that our agents can tell you if there are any flights departing from the airport nearest to you.
- My departure airport for the outbound flight and my arrival airport for the return flight are different. What can I do?
No problem, even if the site doesn't have the capacity to plan your trip with what we call an “open jaw” ticket, all you have to do is contact our agents by phone to get a complete proposal in line with your availability.
- What is a charter flight?
A charter flight is a flight chartered by a tour operator. It remains operated by the airline indicated, i.e. the flight crew remains with the airline, but the seats are sold by a third party. Charter flights may be subject to changes, particularly in terms of schedules. Final schedules will be communicated to you around 5 days before takeoff, on receipt of your travel documents. There is no electronic ticket for charter flights. We will send you an invitation to present at the airline check-in counter when you arrive at the airport.
- What is an e-ticket?
You receive it by e-mail, as part of the travel documents we send you. You print it out and take it with you to the airport for check-in. It will also serve as your ticket.
Please note: Most of the time, we send you a convocation containing your airline reference number and all the information relating to your flight. This reference is all you need to check in at the airport (beware of airlines that charge for airport check-in).
BUS
- How much luggage can I take on a bus trip?
On a Fstvl.io bus: We don't limit the number or size of pieces of luggage. We understand that you need to bring your camping gear, and that it takes up space. We simply ask you to respect each other, as you'll all be on the same bus journey, and the more you're packed (if there's no more room in the hold, for example), the less enjoyable the trip will be. So try to limit yourself to one tent for two people, plus one travel bag and one backpack per person.
On a scheduled bus: Luggage limits are indicated on your travel document. Generally, you are allowed one backpack and one travel bag per person.
- What belongings / drinks / food can I take on the bus?
It is strictly forbidden to smoke or drink alcohol on the bus, but stops are scheduled during the journey. You may, however, be removed from the bus if you are clearly intoxicated and disturbing other passengers. You can take provisions with you on the bus as long as you leave it clean and clean your seat at each stop.
- What time do I have to be at the meeting point for the bus?
You must be at the meeting point 30 minutes before the departure time of the bus, which will not wait for latecomers. You must contact our customer service department as soon as possible in the event of an unforeseen delay.
- Can I travel with my friends on the bus?
There is no seating restriction on the coaches. There are no assigned seats. If you want to be with your friends, you can all get on the same bus together. Bus seats are assigned by name, so you'll need to show proof of identity when entering the coach. The name on your ID must match the name on your companion's list, otherwise you will not be allowed on the bus. If you wish to verify or change your name, please contact our customer service department by telephone before departure.
- When will I receive the final bus timetable?
The final bus timetable will be sent to you with your travel documents one week before departure.
ACCOMMODATION
- Is it possible to pay directly at the hotel on arrival?
It is not possible to pay for your stay directly at the hotel. You must have paid 100% of your reservation in order to receive your travel documents. Failure to do so may result in cancellation of your reservation without refund.
- What is a SECRET apartment / hotel?
We work with local partners to offer you exceptional rates to your favorite destinations. When you make your reservation, you'll receive a description of the accommodations available. The site will tell you the standard, board and amenities of the accommodations, while their names are jealously guarded. You'll receive the name and exact location of your accommodation when you receive your travel documents, a week before departure, so you can prepare for your arrival in the best possible way.
INSURANCE
- What types of insurance do you offer?
We offer 3 types of insurance provided by Mutuaide, which can be added as an option to your booking. Cancellation insurance covers incidents that occur before your departure and require you to cancel your stay (death, illness, etc.). Repatriation insurance covers incidents that occur during your trip and require you to be repatriated to your home country (accident, hospitalization, etc.). Comprehensive insurance is a combination of cancellation and repatriation insurance. Cancellation and comprehensive insurance must be included at the time of booking; you will not be able to add them later.
- How do I get reimbursed if I take out insurance?
In the event of unforeseen circumstances, start by contacting the insurer (using the telephone number given in the insurance policy they have emailed you) to check that your cancellation falls within the provisions of the insurance policy. They will also tell you what documents you need to request from us. Then contact our customer service department by e-mail at info@fstvl.io.
As you can see, the travel agency and the insurer are two different companies. Your refund, if the reason for your cancellation falls within the conditions for triggering the insurance, will be issued by the insurer directly. We'll simply be there to provide you with the supporting documents you need and, if necessary, to assist you with the process.
- I want to take out insurance but yours isn't right for me. What should I do?
Our insurer doesn't meet your needs? No problem, you just need to make your own arrangements to take out another insurance policy for your trip.
PAYMENT
- When do I have to pay?
Payment is made at the time of booking. We wait until we receive your payment to block all the elements of your order and send you the booking confirmation by email. Until we receive your payment, prices and availability are subject to change.
- What payment methods do you have?
Online on the website: You can pay for your booking using a credit card (VISA, Mastercard), Paypal and online transfer (iDeal, GiroPay, Bancontact).
With our operators: You can also choose to pay with several credit cards, in 4x with Banque Casino, in Chèques Vacances and by bank transfer.
Please note: Setting up payment with our operators delays the settlement of your reservation. We cannot guarantee price and availability while awaiting your payment.
TRAVEL DOCUMENTS
- When do I eceive my travel documents?
You will receive all travel documents by e-mail approximately one week before departure and once 100% payment has been received.
- I haven't received my travel documents, what should I do?
As soon as you've booked your trip, we recommend that you add the e-mail address info@fstvl.io to your e-mail address book, so that you don't miss any of our exchanges. Don't forget to check your spam folder to make sure you haven't already received the travel brochure. If not, please contact our team by phone and/or email at info@fstvl.io as soon as possible.
- What documents do I need to take with me on my trip?
You will receive PDF documents for all the elements making up your booking. All you need to do is print them out before you leave. Don't hesitate to contact our team by phone as soon as you receive these documents if you have any questions or if you feel you are missing a document.
CUSTOMER SERVICE
- How can I contact customer service?
You can contact us by telephone (France: 0 899 189 189 - International: 0044 2033 186 790) Monday to Friday, 10am to 6pm. You can also contact us by email at info@fstvl.io. You can also ask your questions on Messenger chat on Facebook or WhatsApp.
- I have a complaint, how do I get it to you?
The trip didn't quite live up to your expectations? We're very sorry. You can send us your complaint by email to info@fstvl.io. We'll get back to you as soon as possible.
- I have a problem during my stay, what should I do?
You can contact the emergency number indicated in your travel documents, call us at the office via the international number or send us an email at info@fstvl.io. We'll do everything we can to help you.
ADMINISTRATIVE FORMALITIES
- My identity card has expired, can I still travel?
(Only for French nationals, other travelers are not allowed to leave their country without a valid identity document. Don't forget that some countries require your identity document to be valid for at least 6 months after the date of your return from your trip. )
For more information, click here.
EXTENDING THE VALIDITY OF YOUR IDENTITY CARD CONCERNS IDENTITY CARDS ISSUED TO PEOPLE OF LEGAL AGE. If your expired identity card was made when you were a minor, this extension of validity does not apply. You must have the document remade in order to travel, otherwise you will not be able to leave the country. This extension only applies to secure identity cards (plastic cards) issued to adults between January 2, 2004 and December 31, 2013, and from January 1, 2014.
Here is the list of countries that have officially confirmed that they accept identity cards that appear to be out of date but whose validity has been extended by 5 years:
Andorra, Bulgaria, Croatia, Czech Republic, Greece; Hungary, Iceland, Italy, Latvia, Luxembourg, Malta, Monaco, Montenegro, San Marino, Serbia, Slovenia, Switzerland, Turkey.
If you are traveling to a country that is not on this list, you will need to reissue your document.
- Can I fly with my driver's license as identification?
No, you'll need at least a national identity card or passport (depending on your destination) to board the plane.
- Do I need a VISA for a stopover?
Some countries require what's called a transit VISA, even if you're only making a stopover and not leaving the airport (the U.S., for example). Check with the consulate or embassy of the country you are visiting.
- The address on my identity document doesn't match my current address. Will my VISA application be refused?
This information is rarely required to obtain a VISA, but you should check with the embassy or consulate of the country you are visiting or passing through.
- I'm in the process of redoing my papers and I have all the supporting documents for the current procedure. Can I take the plane with these documents if I haven't received my new identity papers before departure?
The documents provided by the prefectures / town halls are not considered valid identity documents for leaving the country. You won't be able to travel with them, so don't forget to check the validity date of your identity document before you leave.