Frequently Asked Questions



About the BookMyWiFi Kit

What's included in my BookMyWiFi pack?

You will receive a pouch which has a 4G LTE BookMyWiFi device, a SIM card (inserted to BookMyWiFi device), USB charging cable, and 220 V charging plug.

How does it work?

It’s as simple as connecting to the router in your house – look for the username, enter the password and you are connected. Each BookMyWiFi device has a unique username and password. Scan for the unique username of your device and enter the password.

Which service provider does BookMyWiFi use?

BookMyWiFi has partnered with the leading telecom company in UAE to provide you with the mobile data coverage during your stay in the UAE.

Does BookMyWiFi have good coverage?

BookMyWiFi uses the best and widest coverage network in the whole of the UAE and yes the connectivity is available even when travelling between Emirates.

Is there a signal in the Metro/underground?

Yes, you will have always have a signal except at a few underground stations in which the unit will not work.

How long does the battery last?

On an average the battery has a life of 8 hours. Though, it also depends on the number of people connected and usage – higher the usage, more drain on the battery. So remember to charge it when you get back home after a long day. If you intend to be on the road a little longer, we can offer you a car charger or a powerful powerbank at a nominal fee for the duration of the trip.

Can I use the powerbank to charge other devices?

Absolutely! You can use the powerbank to charge your phones/tablets while on the move.

How many devices can I connect to the BookMyWiFi at a time?

The BookMyWiFi device allows you to connect upto 10 external devices simultaneously along with one computer/laptop via the USB cable.

What is the maximum distance I can be away from the BookMyWiFi for it to work smoothly?

The signal radius is 10 meters in open space.

Can I use the device outside UAE?

Unfortunately no. You can only use the service in the UAE.



About the Services

How does the coverage affect the speed of the device?

The stronger the signal strength the faster the connection. You can always gauge the signal strength by observing the network description (LTE/HSPA+) and the coverage bars on the screen. The devices connect to the speed of 4G or 3G or 3.5G (HSDPA) depending on the area (between 4 Mbps to 150 Mbps)

We are supposed to get 4G/LTE connection but getting only HSPA+

Yes this is possible. As the 4G/ LTE coverage in the UAE expands there will be some places where the 4G/LTE network is not strong enough and therefore our device automatically drops down to 3g/HSPA+ to ensure that you stay connected.

Can I use the BookMyWiFi device to make calls?

Unfortunately you cannot make regular mobile calls using your BookMyWiFi device. You can however use the internet to catch up with friends.

What can I do with this service?

You can stay in touch with your friends and family (Whatsapp, Facebook..), stay in touch with work (emails) use maps to navigate, use the internet to plan your tour, discover the choicest places to eat and the list goes on.



About Orders

How can I book the BookMyWiFi device?

We offer you multiple ways for booking. Either you can book it online via our website or via your travel agent. Please have your travel agent contact us at care@kitmytrip.com and we will work with them to provide you hotel delivery.

Do I need to book in advance?

We encourage you to book as early as possible – you don’t want to leave this to the end. Although we understand that some plans are made last minute only – in which case we apply an additional nominal charge of AED 70 (USD 20) to have your BookMyWiFi kit delivered to you.

How do I know the equipment will work when I receive it?

We test and retest and then test some more. To offer you the peace of mind every time you order from BookMyWiFi, all equipment are tested immediately prior to be handed over to you. The equipment is then re-tested once it has been returned. Rest assured one of our team members will be there to set you up and ensure all is working.

I did not receive my booking confirmation email.

In the event that you do not receive an email, please check your Spam folder and/or notify us via email at care@bookmywifi.com

What are the delivery options?

Currently in all scenarios, our guest ambassadors will be around to help you setup. Shop Pick-up: As soon as you arrive at the Dubai Airport, you can directly come to our shop located at the arrivals hall in Terminal 1 and Terminal 3.
Delivery at your hotel: We understand you must be tired after a long flight. We will be happy to deliver the BookMyWiFi kit to you in a pre-agreed time window (service is currently available within Dubai only, and delivery charges apply). In case you are unable to collect your BookMyWiFi kit and we have to arrange a subsequent visit we will be charge to a nominal fee of AED 25 for every subsequent visit Delivery via your tour operator: In case you are traveling with a tour operator, we will liaise with the tour operator to facilitate your delivery. Please advise your tour operator to contact us or send us an email at care@kitmytrip.com. Note that kitmytrip will NOT deal or provide any services or products to any of OFAC sanctions countries in accordance with the law of UAE To allow for more channels for delivery we are exploring the possibilities of delivering your BookMyWiFi kit to you straight at the airport or maybe even select retail stores in or near major tourist destinations.

Do you charge for alternate deliveries?

Yes, unfortunately we have to charge for missed deliveries as deliveries are expensive.

Do I need to present anything upon delivery/collection of my kit?

Yes. You are required to present your passport and visa, in accordance to the UAE telecom regulations, for registration. You can also present the credit card used on your booking for verification purposes.

How do I return the device?

You will receive a notification email confirming the return of your kit, one day before the rental due. You can leave your kit in the drop box, strategically placed at the Departures area in Dubai Airport Terminal 1 and Terminal 3. The BookMyWiFi drop box is located right before the Immigration gate/Smart Gates. Note that there are no service points after the Immigration gate. As such, make sure you return the device before entering the Immigration gate. Alternatively, you can visit BookMyWiFi shops at the Arrivals Area in Terminal 1 and Terminal 3 to return your kit.

What happens if I passed by the Immigration Gate and forgot to return the kit?

Since there are no service points after the Immigration Gate, you have 2 options. Either you decide to keep the kit, and we will take your security deposit, or mail it back to us. Note that you will be responsible for the shipping charges, and you will be incurring a late return fee of US$ 5/day, until we receive your kit.

How can I pay for the service?

You can pay for your service using any credit or debit card issued by VISA or MasterCard.

Do you take any deposit?

We will charge your card for the refundable security deposit.

When will you refund the security deposit on my card?

This security deposit is released once the equipment is returned. In the event the equipment is damaged or not returned, it will be charged from your deposit. The deposit will be released from 7 working days to maximum 29 days, depending on the banking procedure.

What are usage charges?

All charges for BookMyWiFi are inclusive. KitMyTrip maintains the right to debit the Customer the amount due for a late return of the kit. In case of any dispute/ bill discrepancy the customer must notify KitMyTrip of such dispute within 14 days of receipt of the invoice and explaining the reasons for the difference. KitMyTrip pre-authorizes the credit card at time of booking to charge the Customer towards the repair and replacement of the kit, in case the kit is not returned in working condition.

What are the charges for loss, damaged or delayed return?

You are solely responsible for the loss or damage of the equipment during the rental period. We take a security deposit of US$50 at the point of booking and retain the same in the event of a claim. In case of a claim, the following amounts will be used:

  • -Extra rental days in case of delayed return will be charged at US$5/- per day
  • -In case of device is not returned and/or damaged: US$50
  • -In case of non-return of charging plug / cable: US$5
  • -In case of non-return of carry case: US$10
How safe is it for me to pay online on the website?

Your privacy and security are our key concerns and that’s why we work with the best. Payments are made via a secure PCI DSS compliant page and all sensitive information is encrypted using a 256 bit SSL certificate. We do not store any credit card information for your security.

I tried paying online but encountered an error. What does that mean?

The key reasons which can cause an error while processing the payment are:

  • -Erroneously you provided incorrect card details and or CVV while placing the payment. Please check the numbers and try again.
  • -Your card is not activated for international payments. You need to ask your bank to activate international payments.
  • -You have exhausted your card limit.
  • -Your card has expired. Please try another card.
  • -In case you are still unable to make the payment please email us and we will get back to you with a fix.
Can I get a refund in case I cancel my order?

You may cancel your order at any time and will not be charged till 2 days before the start of your booking. Refunds will be done only through the Original Mode of Payment.



Support & Troubleshooting

When and how can I contact customer service or technical support?

Please reach out to us via email on care@kitmytrip.com or WhatsApp at (+971) 52 181 6160, and our customer care team will be in touch with you.

I am unable to connect to the Internet. Please help.

You are in an area which has neither 4G/LTE nor 3G/H+. Please check the app for the current coverage. At 1 bar it is difficult to get a connection and if it says NO SERVICE, then it means there is no coverage in the area Resolution: Move or change the position of the device to a place where there is coverage

My device is not connected with the BookMyWiFi kit. Normally the phones/devices latch on to known WiFi networks and thus may not be connected to the BookMyWiFi kit Resolution: Please make sure the device is connected to the BookMyWiFi kit.

In cases where the coverage is low and a there is a very high concentration of people Resolution: Move away from the area to an area where either coverage is better

My device discharges very quickly?

This should not happen – all devices are tested before they are given out. On the rare occasion that this should happen please do not hesitate to contact us to replace the device

The charger does not charge.

Should this happen please contact us and we will provide a replacement charger. In the interim you could also charge the device with a standard microUSB mobile charger

The device has powered off.

The device goes into the SLEEP mode to save battery if not used for sometime. Please press the On/Off button and the device will come back on again. Once you see the globe icon on the screen means the device is connected.

How do I connect to the BookMyWiFi device?

Press and hold the Power button on your BookMyWiFi device until the LEDs appear. Wait a few seconds until the green LED WiFi signal in the middle of the display appears. (In case the battery LED signal turns red, please fully charge your device) Switch on the WiFi on your Smartphone, Tablet,Laptop. Search the SSID on your Smartphone, Tablet, Laptop as mentioned on the back of the device. Enter password to connect as mentioned on the back of the device (Please note that the password is case sensitive).

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