Coronavirus FREQUENTLY ASKED QUESTIONS

IMPORTANT INFORMATION

Our office is closed for calls / emails at present.

All staff are concentrating on repatriating our passengers who are abroad.

Just to repeat We are only dealing with clients who are currently abroad and trying to get home at this time or due to travel in the next 7 days”. Thank you for your understanding.

If you are abroad and need to get home – please click here.

Please be understanding with our staff who are working under extreme pressure at this time in order to assist our clients travelling before the end of March.

However, it is likely that most flights will be cancelled from late March for a number of weeks.

 

Refunds

All refunds will be processed according to the rules and conditions applied by the end suppliers i.e. Airlines and Hotels / Apartments etc.

The Supplier Rules and Conditions for Covid-19 cancellations vary considerably, and are changing on a daily basis. Some suppliers are offering refunds, and others a credit note.Some suppliers are applying normal cancellation fees unless the DFA advises against all non-essential travel to the destination on the dates you are due to depart.

For the current DFA advise, please go to https://www.dfa.ie/travel/travel-advice/
We are sure you will understand that currently we are giving priority to clients abroad trying to get home, or clients due to travel within the next 7 days.

We are also processing refunds where permitted by the end suppliers. As you may be aware, all travel companies are experiencing an extraordinarily high volume of refund requests, and there be delays in the system as a result. We are currently estimating an average turnaround time for refunds of 12 weeks. Once a refund or credit note has been received, we will forward to you immediately.

 

Q: I am abroad at the moment and I am trying to change my flight to get home – what should I do?

A: If you are abroad and need to get home – please click here.

Please keep checking your emails for responses.

 

Q: I am abroad at the moment, do I need to return home earlier than planned?

A: Our recommendation is to return to Ireland at the earliest opportunity, given the possibility that more countries may close their borders, or airlines may cancel flights.

However, this is only our recommendation and this decision is entirely yours to make.

For up to date official advise please refer to https://www.dfa.ie/ .

If you are abroad and need to get home – please click here.

 

Q:I am due a refund as my flight has been cancelled – how do I apply?

A: You need to advise us that you wish to cancel and apply for a refund which can be done by completing the form below.

Our staff will then apply for the refund on your behalf and process this as soon as possible

Please note that refunds can take between 12 and 16 weeks depending on the airline and of course due to the high volume of refunds that airlines will need to process.

NB*** IF the airline you were booked with is Qatar, British Airways, Virgin Atlantic, Air France, KLM or Delta you will be only entitled to a voucher for future travel, this needs to be applied for directly on the airlines website 

If you wish to cancel and claim a refund please click here.

 

Q: I have not yet left Ireland. Will my flights be cancelled? Should I change my dates?

A: As soon as we are aware that your flight has been cancelled we will actively contact all clients that are affected.

We do not know which airlines will cancel flights outright, and which will cancel only some flights as this is continuously changing by the hour.

Most airlines, with a few exceptions, are allowing free changes for travel at a later date.

At the moment we only have definitive information up until mid-April with most airlines.

We thank you for your understanding at this difficult time.

 

Q: Ryanair have stopped all flights from 24th March – when will these operate again

A: We do not know when Ryanair will start to operate flights again, and can only deal with the flights that have been affected so far for our clients.

If you have been affected by a Ryanair flight we will be in touch with you – and as above, this will be in Priority of Date Of Travel Order.

 

Q: What if my flight is still operating but I don’t want to travel – will I get a refund?

A:Most airlines are offering free changes on flights, and you pay the difference in fares and taxes if applicable but do not pay the change fees.

As each airline is different, we only know for certain once we look at bookings on a case by case basis.

We will prioritise these requests based on your date of travel, with utmost priority given to people affected within the next 72 hours.

 

Where am i advised not to travel to?

Following the coronavirus outbreak, the Department of Foreign Affairs (DFA) has placed travel restrictions in certain geographical regions.

This is a fast moving situation so for up to date information, please follow the travel advice from the Department of Foreign Affairs (dfa.ie).

 

If I’ve booked a package holiday to one of the affected regions, am I entitled to a refund if I cancel?

If you’ve booked a holiday to one of the regions the DFA advises not to travel to, you may be entitled to a refund. Please contact us regarding your reservation.

 

If I decide not to travel to an unaffected area, am I entitled to compensation?

No. You won’t be entitled to any compensation, as the area is listed as safe to travel by the DFA.

 

What happens if my travel plans are affected?

If the DFA advise against travel to your destination and your holiday arrangements are affected, please contact us immediately.

 

If I’m booking a package holiday, what travel insurance Policy should I Take Out?

You should take out Premier Plus Insurance

Also, if you are travelling in Europe, make sure you have your European Health Insurance Card (EHIC).