Covid-19 FAQ

IMPORTANT INFORMATION

Our office is now open from 09:30 - 17.30 Monday to Friday.

 

Frequently Asked Questions

REFUND QUERIES

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

A: Our staff will apply for the refund on your behalf and process this as soon as possible. Please note that due to the unprecedented number of refund applications due to the Covid-19 outbreak, many airlines and hotel suppliers are experiencing delays in processing refunds. We are unable to offer a refund until this has been processed by our suppliers, so please understand that you may experience significant delays to complete the refund process. Rest assured that we are working on your behalf to complete matters as quickly as we can.

Please note: Refunds are only possible where airlines & hotel suppliers permit. These are changing regularly, and airlines will not refund customers if the flight has not been cancelled by them, regardless of government restrictions.

 

Q: When should I expect my refund?

A: We ask for your patience here. This is a worldwide pandemic and, as you may be aware, all travel companies are experiencing an extraordinarily high volume of refund requests, and there will be delays in the system as a result.

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

The Supplier Rules and Conditions for Covid-19 cancellations vary considerably and are changing daily.

Some suppliers are offering refunds, and others a credit note. The Government agrees to provide a State-Guarantee for Refund Credit Notes Issued by Irish Licensed Travel Agents and Tour Operators. NB*** Airlines such as Ryanair, Qatar, Virgin Atlantic, United, Air France, KLM or Delta are offering a voucher or credit for future travel.

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.

We are currently estimating an average turnaround time for refunds of 9 – 12 months.

Once a refund or credit note has been received, we will forward to you immediately.

 

VOUCHER / CREDIT QUERIES

Q: I do not wish to accept my Ryanair Voucher – how do I apply for a cash refund?

A: The airline is offering refund in the form of a voucher which can be redeemed for cash after 12 months. We have sent you through your VOUCHER ID confirmation. You can then follow the steps outlined by Ryanair via https://www.ryanair.com/ie/en/useful-info/refund-voucher.

We acknowledge that you may not wish to accept your refund in voucher format at this time. Please note that until such time as you receive your cash refund, your voucher will remain valid and can be used to purchase flights and ancillaries for any future trip you might wish to plan. The amount does not need to be spent in one transaction.

Again, if you wish to receive cash refund and opt not to use the voucher, it will land on the cash refund queue and will be redeemed for cash after 12 months.

The Government agrees to provide a State-Guarantee for Refund Credit Notes, we are applying the rules by the end suppliers and in this case, a voucher is offered at this time.

 

CHANGE QUERIES

Q: I want to change the dates of my holiday. How can I do this?

A: If you want to change your travel dates, please contact us by email ([email protected]) advising us of your new depart and return dates. We will let you know if this is possible and reprice your holiday as appropriate. For some months of travel, the airline has waived their change fees. However, a fare difference may apply and this may also apply with the accommodation and transfers. We will ensure these additional costs are kept to a minimum.

Please note:
• If your accommodation was booked on a non-refundable basis, no changes are permitted.
• Reschedules free-of charge are possible in some circumstances where airlines have waived change fees within certain dates. Customers may be required to pay the fare difference if the fare is higher on the rescheduled dates. Due to the fluid situation with Covid-19, airlines don’t give much advance notice of these free changes. However, we will advise you regarding any additional charges that apply to your booking.

 

Q: Will my flights be cancelled? Should I change my dates?

A: As soon as we are aware that a flight has been cancelled, we will contact all clients who are affected.

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

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

Currently, we have only definitive information up to 2-4 weeks ahead with most airlines.

 

Q: I would like to change my holiday? Is that possible?

A: All changes will be processed according to the rules and conditions applied by the end suppliers.

The Supplier Rules and Conditions for Covid-19 changes vary considerably and are changing daily.

Some suppliers are applying normal change fees unless the DFA advises against all non-essential travel to the destination on the dates you are due to depart. Many airlines have waived change fees within certain dates, so customers are eligible to pay the fare difference only. Airlines are gradually providing advance dates for these free changes.

 

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

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

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.

We will prioritise these requests based on your date of travel, with utmost priority given to people affected within the next 7 days.

 

CANCELLATION QUERIES

Q: I want to cancel my holiday because I don’t think my flight will go ahead. What should I do?

A: We recommend waiting to see if your flight will be cancelled. If the flight is cancelled, we will work on the refund process with the airline. However, if the flight goes ahead, there is no entitlement to a refund. If the flight is cancelled, we will also work on a refund process with the accommodation and transfer providers subject to the terms and conditions of cancellations for those services.

We are monitoring flight changes on a daily basis and, where flights are cancelled, we will take appropriate action regarding refunds. Please contact us by email ([email protected]) to make any changes.

 

Q: I am due to travel this summer – what will happen my holiday booking?

A: A number of airlines plan to operate a scaled down schedule this summer and may allow free date changes where you are only required to pay the difference in fares where applicable, if you decide you do not wish to travel.

In most situations, bookings travelling from July - December 2021 are currently operating as normal, so changes to a booking between these dates would be subject to our normal terms and conditions. As matters are regularly changing/developing these guidelines may change.

 

BALANCE QUERIES

Q: Should I pay my balance for my package holiday?

A: Airlines only notify us of cancellations up to two and four weeks prior to departure. Until we receive a cancellation notice for your flight, we can do very little. If you are sure you do not wish to travel, we can cancel the hotel product to reduce the balance due.

All refunds will then be processed according to the rules and conditions applied by the end suppliers and if we receive a refund or a credit we will pass it onto you, otherwise it will be loss of deposit and you can try to claim from travel insurance.

 

Airport QUERIES

As international flights start to resume again following the pandemic, new safety measures have been put in place to protect travellers in airports and while flying and to prevent the further spread of Covid 19.

Q: When can I go on holidays?

A: From 19th July 2021, people who are fully vaccinated or had a confirmed case of Covid-19 in the previous 9 months can travel to other EU countries without having to take a PCR test. However, unvaccinated people will still need a PCR test.

 

Q: What has changed at the airport?

A: Only passengers will be allowed inside the terminal building and you’ll need to wear your facemask throughout the journey. Within the terminal building, there will be lots of social distancing markings and plexiglass screens. There will be limited seats at boarding gates and on transfer shuttles.

You have to bring any documentation required by the country you are travelling to, not just your passport and travel documents but also your Digital Covid Certificate or negative PCR test results if required by the country you’re traveling to. This documentation will be checked by the airline before boarding.

Dublin Airport Travel Advice
Shannon Airport Travel Advice
Cork Airport Travel Advice

 

Q: What has changed on flights?

A: You will have to wear a face mask throughout your flight, except when eating and drinking. There will be limited menus on board and only contactless payments will be allowed. Inflight magazines like Aer Lingus’s Cara will no longer be available on flights. Passengers will also be requested to limit their movements while on board.

For more info on airline safety measures, visit the websites below

Aer Lingus 
Ryanair 
Emirates 
Etihad
British Airways
Turkish Airlines 
KLM
Air France 
Delta

 

Digital Covid Certificate

Q: What documentation do I need before travelling?

A: You will need the usual documentation before travelling as well as the Digital Covid Certificate. This is being launched in Ireland from 19th July and will enable anyone to show proof to authorities when travelling that they have either been vaccinated against Covid-19, or who has tested negative or recently recovered from the virus to travel within the EU. Read more here.

 

Q: How Do I get the Digital Covid Certificate?

A: The HSE will contact all adults who have received a Covid-19 vaccine or recently recovered from the virus by email and people can opt to download the certificate from there. Unvaccinated people with a certificate proving a negative PCR test result from an accredited laboratory will be emailed that certificate to them.

 

Q: How do I use the Digital Covid Certificate?

A: The certificate will be issued in digital or paper format. The digital version can be shown on a smartphone and will work like an air travel boarding pass on a smartphone. 

 

Q: Is the Digital Covid Certificate free of charge?

A: Yes

 

PCR Test

Q: What is the cost of a PCR Test?

A: PCR tests can cost from €69 to €180 at Dublin Airport or other locations. The price depends on the type, provider and time it takes to get results.

 

Q: Where can I get a PCR test?

A: Dublin Airport

Two private companies, Roc Doc Health and Randox provide RT-PCR COVID-19 testing at Dublin Airport.
Roc Doc Health Check is a drive-through service located in the Green Car Park.

There are 2 types of test available:
• PCR test €129 with results in 24-48 hours
• LAMP test €149 with results in 12 hours or LAMP test express €199 with results in 5 hours

To book, visit rocdochealthcheck.ie or call: 01- 969 7893

Randox is a walk-in service located close to the Terminal 2 Short Term car park. Dedicated parking is available on Level 5.
• PCR test €99 with results available the next day.

Visit booking.randox.ie or call: 0044 2890 394 286

Vida Care at Carlton Hotel at Dublin Airport is offering a unique package, Test, Rest & Fly. From €249, you can get an overnight stay with breakfast and a COVID-19 PCR swab test, with results guaranteed within 24hrs.

Cork Airport

• Randox Carlton Hotel , Silver Springs, Tivoli, Co Cork. Tel: 0044 28 90394286
• TMB Global Travel Vaccinations, Union Quay, Cork City. Tel: 01 8770818
• RocDoc Cork Airport, Co Cork. Tel: 01 9697893
Shannon
• RocDoc, Shannon Airport, Co Clare. Tel no: +353 1 9697893

Tests with private companies MUST be booked in advance and paid for by the traveller.

 

Q: What’s the Difference between a PCR Test and an Antigen Test?

PCR tests are considered the gold standard for detecting Covid-19 but rapid antigen tests may be useful in certain situations as well.

 

Travel Insurance

Q: What About Travel Insurance?

We strongly recommend purchasing travel insurance with Covid-19 cancellation cover before travelling. You can get coverage for situations like where you have to cancel the holiday because you or a member of your travelling party tests positive for Covid-19 before departure date or you test positive on holiday and you have to extend your stay or get medical treatment. To find out more, call us on 01 435 0024

 

General Queries

Q: Why haven’t I heard back to my query?

A: We are experiencing an extremely high volume of enquiries at present, and as a result, we are prioritising enquiries by travel date. If you are booked to travel in the next 4 weeks, please do not worry, we are aware of your booking and will contact you to make amendments as required. In some cases, we are waiting for more favourable conditions for cancelling or amending in order to avoid penalties for you.

 

Q: Where do I find reliable travel advice

A: The Department of Foreign Affairs advice can be found here https://www.dfa.ie/travel/travel-advice/ and the HSE’s full travel advice can viewed on this link https://www2.hse.ie/conditions/coronavirus/travel.html