Coronavirus Travel FAQs

The FAQ’s are intended to be a broad guideline for you, our customers. This information is not intended to be definitive and is subject to change in the very fluid circumstances that we're currently operating in. In some cases, the answer to a particular question can be influenced by the airline or the accommodation rules that are specific to your booking.

 

If you have any specific questions, please email us and we’ll do our best to reply or phone us Monday to Friday from 9am to 5.30pm (01 539 7777).  To help speed up response time, please include your booking reference which starts with A followed by 6 numbers and your departure date in the subject line of the email. As we are working from home, we are unable to check letters or post delivered to the office. If you need to contact us, please do so by phone or email.

 

We are currently experiencing a very high volume of calls and emails. We ask that you understand that we are prioritising those customers who due to travel within the next 7 days. We would respectively ask that you contact our Holiday Support Team only if you're due to depart within the next 7 days. Thank you for your patience and understanding during this difficult time.

 

Click&Go is continuously monitoring the developments in regard to the spread of the Coronavirus and the official updates and advice of the Department of Foreign Affairs (DFA). You can read the latest report from the World Health Organisation (WHO) here. If you have purchased travel insurance from Click&Go (Blue Insurance) and if you are unsure of what your travel insurance covers and specific scenarios relating to the Coronavirus, please read this document.

 

* Page last updated 12/10/2020

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Your Questions on Refunds


We are currently working through the refund process and to date we have issued over 2,500 refunds in the form of COVID 19 refund credit notes.

 

We are working through this process in date order from March, then April, May, June, July etc., As you will be aware airlines are not issuing refunds and where refunds are forthcoming they are delayed or are by way of vouchers. Delays of approx. 10 to 12 weeks after the original departure date are what we are seeing from the airlines and we have no control over this. We cannot refund what we do not have or do not have sight of from the airline. With this in mind, we may have to issue your refund in two parts, one part being the non-flight part of your holiday followed by the flight element. We will make this clear on the documentation issued to you.

 

On May 8th, the Government announced a special State-Guaranteed Refund Credit Note for holidays impacted by COVID-19. On June 19th, the Minister for Transport, Tourism and Sport made the necessary legal provisions "The Refund Credit Note has been established by the Transport (Tour Operators and Travel Agents) Act 1982 (Disbursements from Fund) Regulations 2020 (Statutory Instrument 218 of 2020)".

 

Refunds, where applicable for travel booked to depart in July, commenced on the 13th of July, starting in date order. No refunds will be processed until after the original booked date of travel.

 

The COVID-19 refund credit note covers the following:

  • It is valid for 24 months from the date of issue
  • You can use it to book another holiday with ClickandGo.com in 2020, 2021 or 2022
  • You can top it up or use it for a number of bookings
  • The people named on the original booking do NOT need to be on the new booking, so you can transfer it
  • The Refund Credit Note is State-Guaranteed
  • If you don’t use it in 9 months, you can get your cash back

The Citizens Information website has been updated to reflect the latest government updates on package travel and travel agents, a screenshot is shown below for your information.

 

Click&Go Information


We are available via phone and email Monday to Thursday to help you. You can contact us by phone from 9am to 5.30pm for new bookings, to rebook using Refund Credit Notes or queries on existing bookings. We are closed Friday, Saturday, Sunday and on Bank Holidays.


Our entire team is currently working from home on a 4 day week. This means we have less capacity to deal with the volume of emails we receive. We’re so sorry that we haven’t gotten back to you yet, but rest assured, we will. We’re currently prioritising people who are looking to rearrange their holidays in order of departure date.


We’re currently prioritising customers who are looking to rearrange their holidays that were booked in order of departure date.


If you haven’t heard from us and your departure date is within the next 14 days, please email us as it would be very unusual to not have heard from us outlining your holiday options.  Due to the high volume of emails we are receiving at this time please ensure that you put your Booking Reference, Destination and Departure Date in the subject line so we can easily find and help you with your booking. Email us at info@clickandgo.com


If your airline has contacted you, please forward any of their communications to us (info@clickandgo.com). When forwarding, please include your Click&Go booking reference, contact number, departure date and email address you booked with (if it differs). This is a great help for us as we can locate your booking as quickly as possible.


We are currently emailing our customers with their options based on their departure date. If you’re due to travel in the next 14 days, you should have heard from us. We have contacted people with holidays booked for August. If you haven’t heard from us and you’re departing in the next 14 days, please check your Spam Folder and mark our email address, info@clickandgo.com, as a safe sender.


When you're booking your next holiday, you can choose refundable accommodation and airlines are still offering no flight change fee on flights up to the end of the year. These are the terms & conditions to make your booking as flexible as possible:

 

Free Cancellation - Refundable and Amendable

When booking your holiday, if you choose accommodation where "cancellation and amendments are available", the following apply:

  • You can request an amendment or the cancellation of your accommodation booking outside of 7 days of departure
  • Please note, charges as per the Click&Go Terms & Conditions will apply (clause 16 and 18)
  • No change fee for Ryanair as outlined below and AerLingus until the 31st of December 2020

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No Flight Change Fee

When booking your holiday, if you choose a holiday with Aer Lingus flights, there will be no fee to change your flights until the following dates:

  • AerLingus: No change fees until 31st December 2020

The following 'No Flight Change Fee' is applicable for Ryanair flights:

  • No change fee on new flight bookings departing before 30th of November, if the new travel date is before the 21st March 2021
  • No change fee on flights departing in September (booked after 16th July)
  • No change fee on flights departing in October & November (booked after 15th September)
  • Flights are only refundable if the flight is cancelled by the airline, otherwise flights are non-refundable

Payments on Existing Holidays


For all holidays travelling from August onwards, the normal terms and conditions will apply unless one of the elements of the holiday has been cancelled by one of our suppliers. Therefore, if you fail to pay the balance of your holiday, this will result in non-payment of the holiday and any future refund arrangements cannot be guaranteed. Full payment for the flights in your booking is needed for us to start any flight refund process.

 

Payment for your holiday is due as per our terms and conditions, which were accepted by you as part of the booking process when the holiday was confirmed

 

There is no cancellation or refund option with non-refundable elements. All non-refundable elements were paid for by Click&Go on your behalf at the time of booking. If you wish to cancel this holiday you must advise us in writing and pay any outstanding cancellation charges.  

 

Please contact us about date change options for your holiday as that would avoid the need for cancellation.

 

If you decide not to pay the balance on your booking this will result in the cancellation of your holiday and termination of your contract with Click&Go. If the flights are subsequently cancelled by the airline you will not receive any refund.  If the accommodation supplier or the property refuse to waive the charges, in line with our Terms & Conditions.


We understand that this is a hard time financially for many people and we want to make things as accessible as possible. If you’re struggling, please email payments@clickandgo.com. We can try to reschedule your payment where this is possible. Please allow us 1 weeks’ notice to facilitate any re-scheduling requests.


At the moment your booking is still scheduled to depart. We can move your payment forward by 2-4 weeks but unless your flights are cancelled or new travel advice is issued, you must still pay for your holiday in full.

Questions on Travel Advice from the DFA (Department of Foreign Affairs)


General advice is to avoid non-essential travel and exercise ‘Normal Precautions’ for destinations on the list of exemptions. In accordance with Government policy, which is based on official public health advice, the Department of Foreign Affairs continues to advise against non-essential travel overseas. This includes Great Britain but does not apply to Northern Ireland. It also includes all travel by cruise ship.

 

Travel to a very limited set of locations is exempted from this advice. Individuals arriving into Ireland from these locations will not be requested to restrict their movements upon entry. These locations currently have a ‘Normal Precautions’ ( or green) security status rating.

 

For the week of October 12th, no EU / EEA countries were below the required 14-day cumulative number of COVID-19 cases to make the Green List. This will be reviewed and updated on Thursday, October 15th.

 

Inclusion on the list is based on the current epidemiological situation and related public health information in each location.

 

* Citizens considering travel to these locations should note the information below regarding restrictions on entry. These jurisdictions currently have quarantine requirements or other restrictions for arrivals from other jurisdictions, including Ireland.

 

Potential for restrictions on entering these locations:

Inclusion on the list does not imply the absence of any restrictions on arrivals in those locations. Citizens should be aware that countries continue to announce new restrictions on arrivals from abroad, including the requirement to quarantine on entry. This can include restrictions on arrivals from Ireland and the situation will continue to evolve quickly. Citizens who are considering travel to particular locations are advised to monitor news and information from the public authorities in their destination.

 

Our Travel Advice is under constant review and is upgraded as quickly as possible. The list and related travel advice will be reviewed on a fortnightly basis, based on advice from officials, including public health experts.

 

Any updates or changes will be based on Government decisions. The latest updates will always be uploaded first to this General COVID-19 Travel Advisory. The above list was updated on 4 August following the latest review.

 

You can see all the current DFA travel advice here.


If you’re travelling this summer, you will most likely need to fill out some additional forms before you travel, as well as keeping up-to-date with the latest travel advice from the DFA and local governments. Travel restrictions are updated regularly, and it is advised that you check with the relevant authorities before you fly.

 

Before departing from Ireland and your destination airport, you may be required to complete passenger locator forms. Prior to travelling, please ensure to do the following: 

  • Fill out the required passenger locator forms in advance of arriving to the airport for both departing and return flights (download and print or submit online where available)
  • In some countries, passengers must have proof of a negative COVID-19 test result, carried out within 72 hours prior to take off, to be allowed entry
  • Check local government websites for the latest information before you fly - travel requirements and restrictions are subject to constant change.

 

You will find the relevant documents on your airline’s website here: 


The DFA has advised against non-essential travel “until further notice”, this is up to 14 days from today’s date.


Flights have restarted with Aer Lingus, Ryanair and most other airlines. They are not operating full schedules or flying all routes, but flights are operating, and resorts are re-opening. 

 

As explained in previous communications, if the flight operates there is no entitlement to a refund. If the flight is cancelled, we will work on a refund process from the airline. We will also then work on a refund process from the accommodation and transfer providers, subject to the terms and conditions of cancellations for those services. What flights are cancelled or are operating is changing on a daily basis, we are monitoring these changes and will take the appropriate action in relation to refunds. To check the status of your flight, we would ask that you check your departure airport website on the day of your scheduled departure.

If you receive an email from the airline about your booking, it would help the process if you could forward those emails to info@clickandgo.com

What are my Holiday Options?


If you want to change your travel date, please contact us by email (info@clickandgo.com) with your new dates. We will advise you if a change is possible and reprice your holiday as appropriate. Please note there may be an additional charge for changes. If we do not hear from you, no change will be made to your holiday booking.


For some months of travel, your airline will have waived their change fees. We will endeavour to keep additional costs to a minimum, but there could be a difference in the accommodation rate or your booked accommodation could be non-refundable. If you’re due to travel later in the year, we would advise you to keep your holiday booking as it is for the moment. For more information on your travel options please view the month of travel section of this page.


We would recommend waiting to see if the airline does cancel your flight. If this happens, we will start the refund process for the flights. As explained in previous communications, if the flight operates there is no entitlement to a refund. If the flight is cancelled, we will work on a refund process from the airline. We will also then work on a refund process from the accommodation and transfer providers subject to the terms and conditions of cancellations for those services.

 

What flights are cancelled, or operating is changing on a daily basis, we are monitoring these changes and will take the appropriate action in relation to refunds. To check the status of your flight we would ask that you check your departure airport website on the day of your scheduled departure.

Holiday Options by your Month of Travel


Please contact us immediately if you have not been in contact with us about your holiday plans for July. Email info@clickandgo.com and put your booking reference and July departure in the subject line.

 

The DFA (Department of Foreign Affairs) currently advises against all non-essential travel overseas until further notice. However, the airlines appear to be approaching “until further notice” as a rolling time frame this is up to 14 days from today’s date in terms of travel. Holiday destinations around Europe have reopened for overseas visitors. Many hotels have already or are preparing to re-open from June onwards. Both Aer Lingus and Ryanair have flights scheduled to operate from the start of July, media reports suggest approx. 40% of flights scheduled for July will operate as planned.

 

Until flights are cancelled the options for your holiday are:

  • Change Travel Dates: You can change your travel dates and pay the applicable charges. Please note Aer Lingus have waived their change fee for bookings in July.
  • Cancel your holiday: If you wish to cancel now, normal T&Cs and cancellation charges apply at present. Where possible however, we can check to cancel the accommodation / transfer booked free of charge to reduce any outstanding balance you may have on your holiday cost.
  • No change: If you do not want to change dates or cancel right now, leave your booking as it is.
    • If the airline cancels your flight, we can then work on a refund process with the airline, the accommodation and the transfer provider (if you booked transfers). The refund process will be subject to the terms and conditions of cancellations for those services.
    • If the airline does not cancel your flight, then normal booking Terms and Conditions apply for your holiday.

Please note that any amendment, cancellation or possible refund on your holiday booking can only be processed if the full balance on your holiday has been paid.

 

Please contact our Holiday Support Team by email info@clickandgo.com if you wish to change travel dates or cancel your booking.


Whilst current Department of Foreign Affairs (DFA) advice is to avoid non-essential travel and whilst there is a request for a 14 days self-isolation on arrival into the State, we do not expect these restrictions to be in place for travel in August 2020. Depending on your departure date in August, your holiday is due to happen 6 to 10 weeks from now, and DFA travel advise generally applies to travel within the next 14 days.

 

On 11 June, the EU Commission called on all 27 member States to commence lifting travel restrictions from 15 June.  We do not know when travel restrictions will be lifted as we don’t make those decisions, but the road map for re-opening Ireland is moving well ahead of the plans announced on 01 May, so we are making you aware of what we expect will be the position for travel in August. Both Aer Lingus and Ryanair are recommencing flight schedules in July and countries all over Europe are re-opening with no restrictions or requirements for self-isolation.

 

Once DFA advise changes and flights are operating there is no entitlement to cancel your holiday without paying the cancellation charges that apply. In the context of this information you have the following options for your August holiday booking;

  • Proceed with your travel plans as booked: If you intend to travel please confirm this to us so we can make sure you have the most up to date information in advance of your holiday.
  • Change your dates of travel: Depending on your airline there are a variety of date change options, please email us your preferred dates of travel or if you would prefer to speak to one of our team email us a “call back request” and we’ll call you as soon as we can. Call backs will be made in date order for travel from 01 August onwards
  • Cancel your holiday: Let us know that you wish to cancel your booking for August and we’ll advise of the relevant cancellation charges.

We have created a page on our website that has some very useful information about Airports, Airlines, Destinations, Resorts and Hotels and what they are doing to make travel safer in 2020 in the context of COVID-19. We recommend you refer to this information and familiarise yourself with it before you make a decision about travel plans or decide to travel.

 

In cases where hotels are re-opening, most of the facilities are available in line with local health and safety guidance. As the resorts re-open and the season progresses, more and more facilities are available.

 

We hope this assists you in making a decision about you holiday plans for August 2020. Our team are available by email Monday to Friday 09:00 to 17:30hrs. Our phone lines are closed until Monday 29 June whilst we deal with the backlog of refund requests for people who were booked to travel from March to June 2020.

 

Please email us at info@clickandgo.com and please put your Click&Go booking reference and departure date in the subject line of your email so we can prioritise call backs to those customers travelling from 01 August onwards. We request that you continue to make payments against your holiday as per your booking confirmation invoice for holidays booked from August onwards.


Whilst current Department of Foreign Affairs (DFA) advice is to avoid non-essential travel and whilst there is a request for a 14 days self-isolation on arrival into the State, we do not expect these restrictions to be in place for travel in September 2020. Depending on your departure date in September, your holiday is due to happen 10 to 14 weeks from now, and DFA travel advise generally applies to travel within the next 14 days.

 

On 11 June, the EU Commission called on all 27 member States to commence lifting travel restrictions from 15 June.  We do not know when travel restrictions will be lifted as we don’t make those decisions, but the road map for re-opening Ireland is moving well ahead of the plans announced on 01 May, so we are making you aware of what we expect will be the position for travel in September. Both Aer Lingus and Ryanair are recommencing flight schedules in July and countries all over Europe are re-opening with no restrictions or requirements for self-isolation.

 

Once DFA advise changes and flights are operating there is no entitlement to cancel your holiday without paying the cancellation charges that apply. In the context of this information you have the following options for your September holiday booking;

  • Proceed with your travel plans as booked: If you intend to travel please confirm this to us so we can make sure you have the most up to date information in advance of your holiday.
  • Change your dates of travel: Depending on your airline there are a variety of date change options, please email us your preferred dates of travel or if you would prefer to speak to one of our team email us a “call back request” and we’ll call you as soon as we can. Call backs will be made in date order for travel from 01 August onwards
  • Cancel your holiday: Let us know that you wish to cancel your booking for September and we’ll advise of the relevant cancellation charges.

We have created a page on our website that has some very useful information about Airports, Airlines, Destinations, Resorts and Hotels and what they are doing to make travel safer in 2020 in the context of COVID-19. We recommend you refer to this information and familiarise yourself with it before you make a decision about travel plans or decide to travel.

 

In cases where hotels are re-opening, most of the facilities are available in line with local health and safety guidance. As the resorts re-open and the season progresses, more and more facilities are available.

 

We hope this assists you in making a decision about you holiday plans for September 2020. Our team are available by email Monday to Friday 09:00 to 17:30hrs. Our phone lines are closed until Monday 29 June whilst we deal with the backlog of refund requests for people who were booked to travel from March to June 2020.

 

Please email us at info@clickandgo.com and please put your Click&Go booking reference and departure date in the subject line of your email so we can prioritise call backs to those customers travelling from 01 August onwards. We request that you continue to make payments against your holiday as per your booking confirmation invoice for holidays booked from September onwards.


Whilst current Department of Foreign Affairs (DFA) advice is to avoid non-essential travel and whilst there is a request for a 14 days self-isolation on arrival into the State, we do not expect these restrictions to be in place for travel in October 2020. Depending on your departure date in October, your holiday is due to happen at least 15 weeks from now, and DFA travel advise generally applies to travel within the next 14 days.

 

On 11 June, the EU Commission called on all 27 member States to commence lifting travel restrictions from 15 June.  We do not know when travel restrictions will be lifted as we don’t make those decisions, but the road map for re-opening Ireland is moving well ahead of the plans announced on 01 May, so we are making you aware of what we expect will be the position for travel from October onwards. Both Aer Lingus and Ryanair are recommencing flight schedules in July and countries all over Europe are re-opening with no restrictions or requirements for self-isolation.

 

Once DFA advise changes and flights are operating there is no entitlement to cancel your holiday without paying the cancellation charges that apply. In the context of this information you have the following options for your October holiday booking;

  • Proceed with your travel plans as booked: If you intend to travel please confirm this to us so we can make sure you have the most up to date information in advance of your holiday.
  • Change your dates of travel: Depending on your airline there are a variety of date change options, please email us your preferred dates of travel or if you would prefer to speak to one of our team email us a “call back request” and we’ll call you as soon as we can. Call backs will be made in date order for travel from 01 August onwards
  • Cancel your holiday: Let us know that you wish to cancel your booking for August and we’ll advise of the relevant cancellation charges.

We have created a page on our website that has some very useful information about Airports, Airlines, Destinations, Resorts and Hotels and what they are doing to make travel safer in 2020 in the context of COVID-19. We recommend you refer to this information and familiarise yourself with it before you make a decision about travel plans or decide to travel.

 

In cases where hotels are re-opening, most of the facilities are available in line with local health and safety guidance. As the resorts re-open and the season progresses, more and more facilities are available.

 

We hope this assists you in making a decision about you holiday plans for October 2020. Our team are available by email Monday to Friday 09:00 to 17:30hrs. Our phone lines are closed until Monday 29 June whilst we deal with the backlog of refund requests for people who were booked to travel from March to June 2020.

 

Please email us at info@clickandgo.com and please put your Click&Go booking reference and departure date in the subject line of your email so we can prioritise call backs to those customers travelling from 01 August onwards. We request that you continue to make payments against your holiday as per your booking confirmation invoice for holidays booked from October onwards.

Insurance Claims Questions


If you want, you can contact your insurance company but it is unlikely they will process a claim until there is confirmation that you are not due a refund. We would recommend to wait until you have confirmation regarding your refund.

Cruise Holiday Questions


As with land-based holidays we follow the advice of the DFA. We also work very closely with our cruise line and airline partners and are monitoring daily updates. 

 

If you have booked a cruise with one of the following cruise lines and are scheduled to travel within the below specified dates, your cruise will be impacted, and we will contact you regarding your options. The cruise lines are offering generous Future Cruise Certificates which are a great option and are valid for an extended period allowing you to plan your next sailing well in advance and maybe to a destination previously out of your budget. 

 

If you are scheduled to depart on a cruise after the dates specified below, your cruise is scheduled to operate as normal. Cruise lines are offering flexible change options which you may want to consider, please get in touch and we can explore this for you.

 

Please see below links to relevant cruise lines for information on up to date procedures:

  • MSC Cruises (all Mediterranean and Caribbean sailings cancelled up to & including 31st October 2020 & up to the 23rd of October for Northern Europe cruises)
  • Royal Caribbean (all sailings cancelled up to & including 31st October 2020 with remaining European & Transatlantic sailings suspended through to the end of November)
  • Princess Cruises (all sailings cancelled for the Summer 2020 season)
  • Celebrity Cruises (all sailings cancelled up to & including 31st October 2020, plus remaining Europe and Transatlantic sailings in November)
  • Norwegian Cruise Line (all sailings cancelled up to & including 31st October 2020)