CORONAVIRUS FREQUENTLY ASKED QUESTIONS

 

IMPORTANT INFORMATION

Our office is closed for calls at present. All staff are concentrating on managing bookings for clients who are travelling in the next 6 weeks. Please be understanding with our staff who are working under extreme pressure at this time in order to assist our clients travelling over the next few months.

Please leave a message which will be forwarded to our staff via email and they will respond as soon as possible.

If you need assistance please email info@gohop.ie with your details or if you need to contact us urgently fill in the form on this link.

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

Frequently asked questions.

REFUNDS

REFUNDS

All refunds will be processed according to the rules and conditions applied by our 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.

If you need to contact us urgently please fill in the form and follow this link.

WHAT IF I AM ABROAD AT THE MOMENT?

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 email us at info@gohop.ie

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 here. Our staff will then apply for the refund on your behalf and process this as soon as possible. Please note that normally 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 this now likely to be considerably longer. NB*** IF the airline you were booked with is Ryanir, Aer Lingus, 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 email info@gohop.ie with your name, booking reference, mobile.

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.

Q: 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.

IF I’VE BOOKED A PACKAGE HOLIDAY TO ONE OF THE AFFECTED REGIONS, AM I ENTITLED TO A REFUND IF I CANCEL?

A. 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 email us on info@gohop.ie 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, if 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.

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

IF I’M BOOKING A PACKAGE HOLIDAY, WHAT TRAVEL INSURANCE POLICY SHOULD I TAKE OUT?

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

You should take out Premier Plus Insurance and ensure you have travel disruption insurance as part of this policy or any policy. Also, if you are travelling in Europe, make sure you have your European Health Insurance Card (EHIC).