Your Safer Aurigny Experience

At Aurigny, we have been working hard to ensure your journey is as safe as possible, allowing you to fly with confidence.

To keep our passengers protected, we have updated our flying experience and we have put together everything you need to know before you travel with us, below.

Key Changes

20 October 2021

Please see the flow chart for the latest requirements for travel to the Bailiwick. Current Requirements

Aurigny Assurance - extended

Because of the continuing uncertainty over travel, both to and from Guernsey as well as the frequent changes in the COVID-19 status of other destinations causing changes to our customer’s travel plans, we have extended our “Book with confidence” scheme that will enable our customers to cancel their bookings and receive a travel voucher for future use, regardless of the reason for cancellation. This applies to all bookings for any travel date after 12th March 2020, until 31st October 2022. Credit voucher requests must be made at last 3 hours prior to departure. Additionally, no change of booking fees*  will apply for changes to travel up to 31 October 2022 (provided the change is made at least 3 hours before departure).  Aurigny Assurance Vouchers are valid for 1 year from date of issue (travel date may be later) and may be used for any passenger on any Aurigny route.

* Any fare difference does have to be paid.

Changes for travel after 31 October 2022, will revert to the regular fare rules and change fees will apply to Light & Frequent flyer fares. 

Your Safer Aurigny Experience

We know that keeping on top of all these new regulations can be confusing, so we have created this short video to introduce your safer Aurigny experience:

FAQs

• Facemasks

  In order to help protect yourself and others on your journey, you will need to wear a suitable* protective face mask throughout your journey, in the terminal building, for boarding at the gate and throughout your flight with us. This is mandatory on all Aurigny flights and you will not be permitted to board if you arrive at the gate without one. 

  Is anyone exempt from wearing a mask?

  Only the following are exempt from wearing a face mask as described above:

  • Children under the age of eleven;
  • Those with a valid reason supported by:
    • A medical certificate;
    • An exemption document from the UK government website – see: here; or
    • A sunflower lanyard.
      
      

  These must be available on request for airport staff and Aurigny’s crew to see.

  Our cabin crew will all be wearing fitted face masks throughout your flight. You should be aware that you may be seated in close proximity to a passenger that is exempt from wearing a mask and due to track and trace requirements are you are not permitted to move from your allocated seat.

  *Face masks need to cover your mouth, nose and chin, and should be either a protective or medical-style mask, or a fitted face covering. Face masks or face coverings should be secured to the face without being held. Coverings such as scarves, snoods, balaclavas or any similar items aren’t acceptable for travel and will not be permitted.

  Note: A religious face covering which covers the nose, mouth and chin is acceptable.

  You must wear your mask throughout your flight. If your mask becomes dirty or damaged on board, our staff may be able to provide you with a replacement.

  Further information can be found on the States of Guernsey's travel advice page.

  Information on how to wear a facemask can be seen here.

• What to expect at the airport

  Before arriving at the airport, please ensure you are ready to travel. If you are feeling unwell, or are experiencing COVID-19 symptoms, please do not travel and stay home.

  All airports have introduced new measures to protect passengers and staff. These measures include providing hand sanitiser and masks.

  You will also notice that desks will have shields in place to protect passengers and staff.

  Unfortunately, some airports may have also closed their shops and cafés.

• What to expect at check-in

  Where possible, passengers are invited to check-in online, rather than visiting the check-in desks.

  If you need to check-in at the airport or have hold luggage then social distancing is in place.

  Our desks have been fitted with screens to protect passengers and staff.

  Please also use the provided hand sanitiser.

• What to expect whilst boarding

  You must be wearing a facemask, before boarding our aircraft. Some airports may be able to provide you with a mask before boarding, but please bring one with you for each member of your party, as we can not guarantee supplies at airports. If you do not have a mask or refuse to wear one, you will not be permitted to fly.

  Information on how to wear a facemask can be viewed here.

  You will be required to scan your own boarding pass and show our agents your ID.

  You must wear your mask throughout your flight. If your mask becomes dirty or damaged on board, our staff may be able to provide you with a replacement.

• What to expect on board

  Once onboard, you may find that your flight is full or you are sat next to someone who is not part of your travel group. In order to keep yourself, other passengers, and our staff safe, you must keep your facemask on throughout your journey. If your mask becomes dirty or damaged on board, our staff may be able to provide you with a replacement.

  You must also stay in the seat assigned to you. This is to ensure that passengers can be contacted as part of a track and trace scheme, if necessary.

  Our aircraft are disinfected before each sector, paying attention to customer touchpoints, such as armrests.

  Duty Free and inflight service has now resumed.

  
  

• What to expect at arrivals: From UK to Guernsey

  When arriving in Guernsey from the UK all passengers will be directed to a self testing booth and are required to undertake a covid19 test, staff will be on hand to assist any passengers as required, You will be  interviewed by the Guernsey Border Agency before being admitted to the Bailiwick. This can take some time as the GBA need to ensure your documentation is in order, and that you are aware of your requirements. Tests will be charged for by the States of Guernsey.

  You must wear your mask through arrivals and proceed directly to your place of self-isolation. 

• Arriving in the Bailiwick

  There may be situations where the self-isolation requirement is relaxed for some passengers (ie. passengers in 'critical roles') and these exemptions can be found here, on the States of Guernsey's travel section on their COVID-19 website.

  The States of Guernsey's travel section on their COVID-19 website contains further and detailed information on travelling into the Bailiwick and can be viewed here.

• Arriving in the Bailiwick: Self-isolation conditions

  Please ensure you have no friends or relatives coming to visit you whilst you are in self-isolation. This includes your home and garden.

  Whilst you are in self-isolation, a friend or relative may need to do your shopping or provide your meals (especially if you are in shared accommodation). Alternatively, there are shops that are offering a delivery service. They should leave your shopping and or meals on the doorstep for you to collect.

  The States of Guernsey's support section on their COVID-19 website contains further guidance on self-isolation and can be viewed here.

  Failure to comply with these self-isolation measures is a criminal offence and carries a maximum fine of £10,000.

• Arriving in the Bailiwick: Travel to self-isolation

  Please ensure that you have transport organised to take you to your accommodation where you will self-isolate, prior to travelling.

  It is recommended that you use your own vehicle wherever possible for onward travel to your destination to begin the mandatory self-isolation period.

  You can also travel to your accommodation by:

  • Travelling in a Hire Car:
    Please arrange car hire prior to your arrival and follow the hire company's instructions. You will not be able to hire a car in the terminal.
  • Travelling via a Taxi:
    Please book taxi's in advance to ensure you don't queue outside the terminal. Please follow the driver's instructions.
  • Being picked up by Friends or Family:
    You may ask a friend or relative to pick you up. If possible, this should be someone without any underlying health conditions, to reduce the risk of possibly infecting someone vulnerable. Please use the back seat only (unless both parties have agreed to self-isolate together) and travel with your mask on and windows open to ensure good airflow. You may require to organise more than 1 car if travelling in a group. Ask the driver to wipe down any surfaces you may touch, such as the door handles afterwards.

  
  

  Please note that buses cannot be used as a means of transport to your self-isolation address.

  We understand that you may have friends or relatives who wish to greet you on your arrival. However, as you are in self-isolation, please ask them to do this from a distance, either waving to you from the airport viewing gallery or by the viewing platform or side of the harbour.

  There should be no physical contact, such as handshakes, hugs or kisses. No stops should be made until you reach your final destination, nor lifts given to others. This means that you cannot stop to go shopping or go to a restaurant.

• UK - Alderney transit passengers

  Passengers travelling via Guernsey to Alderney are required to wear a mask from the point of embarkation in the UK to the point of arrival at their place of self-isolation in Alderney and throughout the transit time in Guernsey airport. Should an overnight stop be necessary in Guernsey the mask should be worn until inside the hotel room. See the States of Guernsey Covid19 pages for more information on suitable accommodation for self-isolation.

  There is currently no inflight or duty free service on-board Aurigny flights and airport shops may also be operating reduced opening hours. On arrival in Guernsey passengers will be met by a member of the border control team and then proceed to the testing area for a test on arrival (chargeable from 14 May). Once cleared to leave this area passengers must check-in for their onward flight, pass through security and wait in the specified transit area of the departures hall until called for departure for the Alderney flight.  A water fountain is available in the departure hall in Guernsey airport and passengers are able to use the washroom facilities. Please use the hand sanitisers available and be mindful of other passengers in the area. If assistance is required please see a member of Aurigny ground staff who will be happy to help you, we respectfully request that social distancing is maintained where-ever possible.

  All passengers are required to complete the States of Guernsey online Travel Tracker in the 48 hours prior to arrival, to include their travel history for the 14 days prior to arrival in the Bailiwick, and comply with the current restrictions regarding testing and self-isolation applicable at the time of travel.

• Arriving in the Bailiwick: Disruptions and flight cancellations

  Passengers who need to self-isolate and are disrupted whilst travelling to Alderney will be required to book and stay in a hotel in Guernsey until further arrangements can be made if it is not possible to travel on a later flight.

  You must follow the guidelines outlined in the "Arriving in the Bailiwick" sections.

  This means that:

  • Travel can be arranged via the same means as described in the "Arriving in the Bailiwick: Onward travel arrangements" section. You must travel straight to your hotel, without stopping off to (for example) eat at restaurants, to buy food, or to visit family or friends.
  • You must stay in your hotel room unless you are travelling back to the airport to board a flight to Alderney. All food and drink must be ordered via room service and brought to your door, to ensure you do not come in contact with anyone else.

  
  

  If you not required to self-isolate, the normal procedure applies and can be viewed on our main FAQs page, here.

• Coronavirus refund policy

  The Coronavirus refund policy is applicable to flight bookings that have been cancelled by Aurigny.

  If you have a reservation to travel on a cancelled flight you will receive a notification by email and/or text message (or via your travel booker if not booked directly with Aurigny). You have the option to change your booking to a future date without incurring any change of booking fees (any fare differences will apply) or cancel your booking online and obtain a credit voucher or monetary refund for the fare paid along with any return flights in the same booking. Please manage your booking to accept or arrange changes to your booking.

  If you wish to change to another date on the  same  route please select the “re-book” option which will enable you to do this without incurring change of booking fees, though any differences in fares may apply. If you wish to change route please call our reservations team.

  If you are not able to access our website please call us on 01481 267267 to confirm your acceptance, make a change or request a refund.

  Please note that monetary refunds may take up to a month to process due to the sheer volume of requests we are managing. If you made your booking through a travel booker, please contact them to request a change or cancellation.

  All changes, cancellations and refund requests, will only qualify if completed before your flight is due to depart.