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FAQs

Frequently Asked Questions

We've gathered the questions our customers often ask about booking & travelling on a holiday with us. We hope our answers offer you the peace of mind you need to enjoy your holiday. If you've got a question we haven't answered, just give us a call.

Before you Travel

When is my balance due?

Final balance is due 10 weeks prior to departure. Payments will automatically be taken from the credit/debit card given at time of booking on the due date advised at the time of booking. We do not send reminders.
If you wish to pay part or all of your balance before the due date, you can do so through your My Click & Go account.

How can I pay the balance of my holiday?

Once you pay your initial deposits, payments for the outstanding balance of your holiday will be due 10 weeks prior to departure. However, how you pay the balance in that time frame is up to you. You can pay weekly, monthly, or whenever you have the cash to pay a chunk off the balance. This can be done easily through your My Click & Go account. Click here for payment T&C’s.

When do I receive my travel documents?

Your Click&Go travel documents will be issued approximately 10-14 days prior to departure, providing the holiday has been paid in full. Your documentation will be emailed to you and will also be available to download through your My Click & Go account.  

What documentation do I need to bring with me?

Your Click&Go travel documents will be issued approximately 10-14 days prior to departure, providing the holiday has been paid in full.
Your documentation will be sent to you in one email with the subject line 'Your Travel documents'. The email may contain up to 2 attachments, depending on what services you have booked. Your documents will also be available to download through your My Click & Go account 7 days prior to departure.
Please print those documents (attachments) as they will be needed for all services booked.
If you have Travel Insurance, which we strongly advise to have, please bring the policy with you, along with contact details of your insurance provider.

Do I need travel insurance?

We highly recommend all passengers travelling have adequate travel insurance from the time of booking or soon thereafter to ensure you are covered from the day the policy has been taken out.
For an Insurance quote please visit: https://www.clickandgo.com/welcome/travel-services/insurance

What is My Click & Go?

Our My Click & Go platform allows you to manage all final logistics & and access your travel documentation with confidence & efficiently. You can:
· View Your Holiday Details
· Make secure payments off your holiday (or check your balance)
· Add bags and transfers to your holiday
· View & print your travel documents

 

Changes, Cancellations & Complaints

How do I cancel my booking?

You must inform Click&Go of your cancellation in writing as soon as is practicably possible. Please send formal cancellation by email to info@clickandgo.com.  A cancellation can only be made by the lead passenger on the booking. 

What is the cost to cancel my booking?

You are liable for and must pay in full all non-refundable elements as outlined in the booking process and confirmation invoice.
More than 70 days prior to departure:  Loss of all non-refundable elements* plus €50 administration fee applies.
Within 29 - 70 days prior to departure: Loss of all non-refundable elements* plus 50% of the remaining balance
Within 22 - 28 days prior to departure: Loss of all non-refundable elements* plus 70% of the remaining balance
Within 08 - 21 days prior to departure: Loss of all non-refundable elements* plus 90% of the remaining balance
Within 07 days of departure: 100% of the cost of the holiday is forfeited.
* non-refundable elements of holidays include (but are not limited to):
· Flights
· Checked baggage
· Insurance
· Accommodation costs in some cases are also non-refundable. These will be indicated during the booking process and thereafter highlighted on the confirmation invoice.
· Cruise deposits

A name on my booking is spelt incorrectly. How can I change it?

The lead passenger must contact Click&Go immediately. Please email info@clickandgo.com
Please note that airline change fees may apply.

Can I change a name/passenger on my booking?

Please email info@clickandgo.com  to request a change.
The following amendment fees currently apply per name*
Aer Lingus             €120
Ryanair                   €130
Important: No changes or amendments are possible within 7 calendar days of departure.
* Amendment fees are subject to change by the airline.
Name changes are not possible where the accommodation is booked at a special rate marked 'non-refundable'. This will be indicated during the booking process and thereafter highlighted on the confirmation invoice.

Can I change my hotel?

Yes, you can.*
There will be an associated cost for all changes. At a very minimum you will be liable for the difference of accommodation costs and an administration charge of €50 / £40 per booking.
To change your hotel details please email info@clickandgo.com  and provide your booking reference number and new hotel details.
Important: No changes or amendments are possible within 7 calendar days of departure.
* If your accommodation is booked at a special rate marked 'non-refundable', any amendments will not be accepted and will result in a cancellation at 100% loss from time of booking. This will be indicated during the booking process and thereafter highlighted on the confirmation invoice.

Can I change my date of travel?

Yes, you can.*
There will be an associated cost for all changes. These costs can vary widely depending on the type of airline ticket you have purchased and the terms & conditions of our suppliers.  At a very minimum you will be liable for the difference in airfare for the new departure date plus the airlines changes fees (from Euro 80 per person) and an administration charge of €50 / £40 per booking.
Important: No changes or amendments are possible within 7 calendar days of departure.
To change your date of travel please email info@clickandgo.com  and provide your booking reference number and details of new travel dates.
All changes must be made by the lead passenger on the booking.
*If your accommodation is booked at a special rate marked 'non-refundable', any amendments will not be accepted and will result in a cancellation at 100% loss from time of booking. This will be indicated during the booking process and thereafter highlighted on the confirmation invoice.

Can I cancel my accommodation, but keep my flights?

Yes, in certain circumstances.
If your accommodation is booked at a special rate marked 'non-refundable', any amendments will not be accepted and will result in a cancellation at 100% loss from time of booking. This will be indicated during the booking process and thereafter highlighted on the confirmation invoice.
There is a basic administration fee for cancellation of accommodation: €50 / £40 per booking.
Amendments to bookings within 70 days of departure will incur higher charges, so please refer to Clause 9 (Payment) in our Terms & Conditions.

Can I add an additional person to a booking?

You may add an extra person to a booking providing we have availability in the accommodation and a flight is available. However, the price will be dependent on the flight price available at that time and the “sharing” price in the relevant property.

Can I cancel my resort transfers?

Yes, you can.
There is a basic administration fee for cancellation of transfers: €20 / £20 per booking.
Important: No changes or amendments are possible within 7 calendar days of departure.

If I have a complaint, do I have any redress?

Yes. You may contact our Customer Services Department and inform us of your complaint in writing within 28 days of your return to Ireland. Please email or write to us at:
info@clickandgo.com
Customer Service Dept.
Click&Go
27-32 Talbot Street
Dublin 1
We do not have a public office, so we can only accept your complaint in writing.

 

Flights, Airlines & Baggage

What baggage restrictions apply?

Due to security reasons, there are rules on what you can carry in your hand baggage in relation to lotions, liquids etc. Please log on to www.daa.ie for full details. Airlines have different baggage restrictions, but as a general rule of thumb: 1 bag per person is allowed on board as cabin baggage and this must not exceed 10 kgs. For checked-in baggage, it is wise to check the website of the relevant airline as each carrier imposes different rules and these can change without notice. You must adhere to the airline's rulings as strict guidelines are imposed and hefty penalties can be incurred for excess baggage. Also remember that extra items of baggage such as golf clubs, surf boards, bicycles etc. are charged over and above your baggage allowance. Kiddies' pushchairs are carried free of charge.

Is a check-in bag included in my holiday?

Most European airlines now charge for luggage that passengers want to check in at the airport. Check-in baggage refers to any bags that will be carried in the hold of the aircraft (not hand luggage).
Check-in baggage is therefore not included in your holiday unless selected and paid for at the time of booking on our website and confirmed on your invoice.
If you wish to add check-in bags you can do so through your My Click & Go account.

How early do I need to check-in at the airport for my flight?

For all flights to Europe, you must present yourself at the airport at least 2 hours before the scheduled time of departure.

The airline has given me a PNR. What is a PNR?

A PNR is a Passenger Number Reference. You should keep this information in a safe place as it is your personal identification with the airline and it is your Booking Reference.

I have special needs. Should I inform the airline?

Yes, absolutely. You must inform the airline of any special needs you have (eg. wheelchair assistance etc.) as specific arrangements must be put in place. It is vital that you advise the airline of your needs at the time of booking. Dietary requirements will not be taken into consideration as airlines do not provide in-flight catering anymore. You may, of course, purchase snacks and refreshments on board. Very few airlines provide oxygen for passengers who might require a supply on board for medical reasons and passengers are not permitted to supply their own. If you have a condition which requires the use of hypodermic needles (e.g. Diabetes), you may be asked for medical proof that you must carry needles in your hand baggage.

Up to what stage of pregnancy will the airline accept my booking?

You should always travel under medical advice and make sure you have permission to fly. Most airlines will refuse to carry a passenger who is over 28 weeks into her pregnancy. However, you must contact the relevant airline for their particular guidelines / restrictions in this regard.

What happens if an airline cancels my flights or changes their schedule?

When you book your flights & accommodation with Click&Go, it is our responsibility to ensure you are completely refunded for your holiday or to find you an alternative option of the same value.

 

Whilst on Holiday

How will I find my Shuttle Bus Transfer when I arrive in the airport?

Please refer to your Transfer Voucher / Travel documentation, which you will receive 10-14 days before departure.  This offers clear instructions regarding where to go upon arrival.  Please ensure you bring the documentation with you on holiday. Click&Go does not have any representatives at the airport.

What happens if a personal emergency arises when I’m abroad?

When you book a sun holiday with Click&Go, your documentation will include a telephone contact of our local agent in your destination whom you may contact in case of emergency. If you are on a city break, you can contact our Dublin office, which is open 362 days a year.

What happens if a serious incident occurs at my destination(before I travel or while I’m there)?

In cases such as this, your safety is our priority. We take guidance from the Department of Foreign Affairs and if they deem a location as unsafe for travel, we will offer you a holiday of the same value to an alternative destination (subject to availability) or will give you a full refund for your holiday. If you are in resort & a state of emergency is declared, we will work with the relevant authorities to help get you home safely. Click&Go is a trading name of Simply Sun Ltd. Registered No: 476506 Licensed by the Commission for Aviation Regulation TA 0700.Click&Go's office is in 27-32 Talbot Street, Dublin 1.

What happens if I arrive at my hotel & it’s over-booked?

Unfortunately this occasionally happens during peak travel seasons. Hotels will book over capacity, assuming that a certain percentage of bookings will be cancelled. If this happens to you & you’ve ‘DIYed’ your own holiday, it may be up to you to organise alternative arrangements. If you book with Click&Go, this is unlikely to happen, but if it does, we will find you an alternative accommodation of an equivalent or superior standard (at no additional cost).

 

Safety & Financial Protection

Is booking with Click&Go financially secure?

Absolutely. Click&Go is a profitable Irish owned company (established in 2010). When you book your holiday with us, you can be safe in the knowledge that you are travelling with a financially sound business with robust financial resources. To offer you absolute peace of mind that your money is 100% protected, we are licensed & bonded by CAR (Commission for Aviation Regulation). Every single holiday booked through Click&Go is covered by our bond. Our license number is TA 0700.

Who is CAR and how do they protect my money?

CAR (Commission for Aviation Regulation) is an independent public body supported by the Department of Transport and is accountable to the Houses of the Oireachtas. The commission grants licences to travel agents so that they can trade legally in Ireland. As part of this function, the Commission runs a bonding scheme to reimburse consumers for the full cost of their holiday in the event of a travel agent collapse. For more information, click here.

What happens if the hotel or airline I’ve booked goes out of business?

If you book with Click&Go, It is our responsibility to ensure you are refunded for the full price of your holiday or find you an alternative option of the same value. This is not simply a promise, but a guarantee. We are legally obliged to do this under EU directives. For more information on your entitlements, click here. If you book flights directly with an airline & that airline ceases trading, you could lose any money you have paid to that airline. The same applies if you book a hotel through a hotel booking site and that goes out of business or if the actual hotel goes out of business.