Coronavirus Travel FAQs

The spread of Coronavirus (COVID-19) in Europe has resulted in a number of queries about travelling during this uncertain time, and the impact on existing bookings. We are experiencing an unprecedented number of enquiries into our travel team right now, therefore we are encouraging our customers to find answers to our most frequently asked questions below. 

 

We always follow the latest advice from the Department of Foreign Affairs (DFA), the World Health organisation and our valued partners. Rest assured that we are still doing everything we can behind the scenes to continue to provide the professional service you have come to expect from us, and our teams are working hard to contact all passengers with affected bookings who are travelling in the next few days. Thanks for your patience and understanding during this difficult time.

How do I reschedule my holiday?

To contact our team for your reschedule request, just submit the form below with your booking information, and include the date you would like to reschedule to in the enquiry box. If you are not sure then please give us as much information as you can to help us review for you.

 

Please note, reschedules are only possible free of charge when airlines permit. Many airlines have waived change fees within certain dates so customers are eligible to pay the fare difference only. Airlines are slow to provide advance dates for these free changes due to the fluid situation with Covid-19, however we will advise as to whether this applies to your booking.

Can I cancel my booking?

If your holiday arrangements are still scheduled to operate but you choose to cancel then you will be subject to certain penalties under the terms & conditions. These can vary depending on the type of holiday you have booked. This situation is fast-moving, we would urge you not to panic and to wait until we can review the decisions being made by numerous suppliers such as hotels, cruise lines and airlines to ensure that we can minimise these penalties for you where possible. 

 

If you have decided to proceed with your cancellation regardless then please submit the form below and we can advise you on the penalties at this time. Should the airline subsequently change their conditions after you have chosen to cancel and the terms are deemed more favourable, then, unfortunately, you are subject to the original terms at the time of cancellation. Copy of the general terms & conditions can be found here.

Can I get a refund?

Cassidy Travel is actively working with all of our airline & hotel suppliers to secure refunds for our customers where their booking has been cancelled due to Covid-19, and we will issue you with the appropriate refund when we receive this from the relevant supplier.

 

Please note that due to the unprecedented number of refund applications due to the Covid-19 outbreak, many of our partner airlines & hotel suppliers are experiencing delays in processing refunds. Cassidy Travel is unable to offer a refund until this has been processed by our partners, so please understand that you may experience significant delays to complete the refund process. Rest assured that we are working on your behalf behind the scenes to conclude matters as quickly and efficiently as we can but timelines are not dictated by us. Normal terms & conditions apply.

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 on the entry of citizens.

Why haven’t I heard back from your team?

We are experiencing an extremely high volume of enquiries at present, and as a result, we are prioritising enquiries by travel date. If you 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 to try and avoid penalties for you - we are constantly monitoring on your behalf. 


 


Our team is working with a number of airlines and hotel suppliers, and often have to wait a number of days for a response from these suppliers - when we have this update we will be sure to contact you to advise on your booking. 


 


If your travel dates are not in the next 4 weeks, you are likely to experience a delay in our response. We apologise for this. Rest assured that we are still doing everything we can behind the scenes to continue to provide the professional service you have come to expect from us. Thanks for your patience and understanding during this difficult time.

Has my flight been cancelled?

If your flight has been cancelled, we will automatically apply for a refund for you if you are eligible for one. You can check the status of your flight using the tools below. If you wish us to verify that your flight has been cancelled, complete the form below and state that you wish us to check flight status in the enquiry box.

 

Ryanair 

Aer Lingus

When will I get my refund?

We ask for your patience here, this is a worldwide pandemic and all businesses are struggling to maintain normality, the sheer volume of cancellations/changes and alterations has placed enormous pressure on travel companies across the globe. 

 

In light of this, many of our partner airlines & hotel suppliers are experiencing delays in processing refunds. Cassidy Travel is unable to offer a refund until this has been processed by our partners, so please understand that you may experience significant delays to complete the refund process however we will do our utmost to assist you. Normal terms & conditions apply.

I have a cruise booking, is it still sailing?

Many cruise companies have cancelled, delayed or changed cruise itineraries. We are in continual contact with our cruise line partners to monitor the situation as it develops - please be mindful that the situation is continuously changing and this advice will be updated.

 

  • NCL – Suspending all sailings through June 2021
  • Royal Caribbean – Suspending all sailings until 31 May 2021 with selected sailings cancelled throughout the year
  • Celebrity – Suspending all sailings until 31 May 2021
  • Princess – Sailing suspended until 14 May with selected sailings cancelled throughout the year
  • MSC – Most sailings are cancelled through June 2021

If the above cancellations affect your cruise booking, you may be eligible for a credit against future bookings or a refund. This is dependent on the specific cruise line. Rest assured we are closely monitoring the situation with our cruise partners and will be aware when/if sailings are cancelled and will contact you. 

 

If you have any queries or concerns, please fill out the form below.

How do I find out the DFA travel advice for a country?

Last Updated: 22/03/2021


Government Travel Advisories are continuously changing, and we recommend you check the DFA's Travelwise App or the Department of Foreign Affairs (DFA) for the latest advice, or call the DFA's dedicated Coronavirus helpline: 01613 1733. For extra peace of mind, see our advice on insurance and travel precautions.


Currently, the government is advising against non-essential travel overseas to the majority of countries.


See here for the HSE’s full range of advice.

Are Theme Parks open yet? What should I do if I have Park Tickets?

All Disney theme parks worldwide, and Universal Studios in the USA closed in an effort to prevent the spread of Coronavirus. Starting mid-2020, many began to conduct phased reopenings with visitor safety measures in place.


Universal Orlando and Walt Disney World Resort Orlando are currently open.

Europe's major theme parks are closed:

  • Disneyland Paris will be closed until 2 April 2021
  • PortAventura will be closed until 27 March 2021
  • Legoland Windsow is currently closed

If you have park tickets for these dates, please check the small print, as most park tickets are valid for the next 12 months. Theme Parks are putting safety measures in place including mandatory wearing of face masks, hand sanitisation stations, physical distancing measures, changes to queueing, advanced online booking and more.

 

If you wish to reschedule your trip, please fill out the form below and our agents will advise you on your options. 

What is the best way to contact you regarding my holiday?

A large number of flights have been cancelled due to COVID 19- if this affects your booking, we will have been in contact with you already or will be with you shortly. If you have a specific question and you’re travelling in the next 4 weeks, please fill out the form, and provide as much information as you can to help us.


Due to an extremely high volume of enquiries at present, we are prioritising all enquiries by date of travel. If your travel date is not within the next 4 weeks, we ask you to hold off contacting us for now whilst we deal with the urgent cases.

What are airlines & airports doing to make it safe to travel?

As we wait for countries around the world to emerge from lockdown and for travel to open back up again, it's understandable that you may have concerns about the safety of doing so. To address these concerns, airlines are putting safety measures in place to facilitate social distancing and minimise contact while you make your way through the airport and during boarding and disembarking.


These measures are based on advice from public health authorities and aviation regulators. It may include the mandatory wearing of masks, limits on onboard purchasing, availability of sanitisers etc.


Airlines are releasing information to the public about the measures they are putting in place to prevent further spread of COVID 19.



See a video from Aer Lingus here.


See the latest advice from British Airways here.

What is the 'Traffic Light System'?

Ireland has joined the EU-wide Traffic Light System, replacing the previous Ireland-only Travel Green List. Throughout the pandemic, each European country has had its own rules around travel and entry requirements which has led to a lot of confusion and made it difficult to keep track of requirements and restrictions. The goal of the Traffic Light System is to unify all the member states and allow for travel again.


On a weekly basis, the European Centre for Disease Prevention and Control (ECDC) will publish a map of EU member states, which each country mapped according to its place on the traffic light system – green, orange, red and grey. Here’s what each of those means in terms of the incidence rate and test positivity rate.

  • Green: If the 14-day notification rate is lower than 25 and the test positivity rate below 4%
  • Orange: If the 14-day notification rate is lower than 50 but the test positivity rate is 4% or higher. Or, if the 14-day notification rate is between 25 and150 and the test positivity rate is below 4%
  • Red: If the 14-day notification rate is 50 or higher and the test positivity rate is 4% or higher. Or, if the 14-day notification rate is higher than 150
  • Grey: If there is insufficient information or if the testing rate is lower than 300

A country’s status as green, orange, red or grey will be decided based on a few key data points that each member state will have to provide each week:

  • The number of new cases per 100,000 population in the previous 14 days (incidence rate)
  • The number of tests per 100,000 population carried out in the previous 7 days (testing rate)
  • The % of those tests with positive result carried out in the previous 7 days (test positivity rate)

If you are arriving from a Green status country, you will not have to restrict your movements with a 14 day quarantine upon arrival or any other restrictions.


If you are arriving from an Orange status country, you can avoid having to restrict your movements with a 14 day quarantine upon arrival or any other restrictions if you can provide a negative coronavirus test result no earlier than 3 days prior to departure.


If you are arriving from a Red status country, you would be required to restrict your movements for 14 days upon arrival.


Before you travel anywhere, you should seek out the latest travel advice from the Department of Foreign Affairs (DFA) here.


We also recommend reading useful information from the World Health Organisation here and visiting the websites of the airlines you intend to travel with.


You can find up to date travel advice from the HSE here.