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

On Thursday 15 October, the Civil Contingencies Authority (CCA) announced a number of changes to Phase 5c of the Exit from Lockdown Framework, following modelling and recommendations from Public Health and the Scientific and Technical Advisory Cell based on the current circumstance and trends. 

Phase 5c sees the introduction of testing on arrival for the vast majority of travellers coming into the Bailiwick and four category groups for countries and regions - Categories 1-4. We are aware that introducing new terms can cause confusion, especially as other jurisdictions each have their own set of phrases relating to their COVID responses. However, as Phase 5c will see four categories rather than the current three, we have decided to bring in the new terms rather than redefining our existing terms which in practice would have been more likely to cause confusion.

Phase 5c will come into effect on Wednesday 28 October. Everyone arriving into the Bailiwick from Wednesday 28 October, including private vessels and aircraft, will need to register their journey on the Travel Tracker. Critical workers, business tunnel travellers and those who have had a medical or compassionate permit approved will also have to register their journey on the Travel Tracker. If you are arriving on either 26th or 27th October, this does not apply to you and you will not have to register on the Travel Tracker. See here for full details.

Find out more information about the Travel Tracker, and to create your account, please click here.

There are a few key measures which may impact your travel. You can find further information about these key points below in the FAQ section. If you have any other queries, please do not hesitate to get in contact with us.

• If you are feeling unwell or are experiencing COVID-19 symptoms you must not travel.
• When travelling with us, you must wear a face mask on board. Please see the "Facemasks" FAQ for further information.

Aurigny Assurance

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 introduced a “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 existing and new bookings made up to 31st March 2021 for any travel date after 12th March 2020, until 31st December 2021. Credit voucher requests must be made at last 2 days prior to departure.

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

• Arriving in the Bailiwick from 28th October 2020

  On Thursday 15 October, the Civil Contingencies Authority (CCA) announced a number of changes to Phase 5c of the Exit from Lockdown Framework, following modelling and recommendations from Public Health and the Scientific and Technical Advisory Cell based on the current circumstance and trends. 

  Phase 5c sees the introduction of testing on arrival for the vast majority of travellers coming into the Bailiwick and four category groups for countries and regions - Categories 1-4. We are aware that introducing new terms can cause confusion, especially as other jurisdictions each have their own set of phrases relating to their COVID responses. However, as Phase 5c will see four categories rather than the current three, we have decided to bring in the new terms rather than redefining our existing terms which in practice would have been more likely to cause confusion.

  Phase 5c will come into effect on Wednesday 28 October. Everyone arriving into the Bailiwick from Wednesday 28 October, including private vessels and aircraft, will need to register their journey on the Travel Tracker. Critical workers, business tunnel travellers and those who have had a medical or compassionate permit approved will also have to register their journey on the Travel Tracker. If you are arriving on either 26th or 27th October, this does not apply to you and you will not have to register on the Travel Tracker.

  Find out more information about the Travel Tracker, and to create your account, please click here.

  The grouping of countries and further information about this phase is available here . 

  
  

• Business Tunnel from Southampton

  Aurigny is delighted to be providing the business community with double daily flights from Southampton, Tuesdays and Thursdays, to facilitate the new "Business Tunnel" initiative.

  Passengers wishing to take advantage of the scheme will be required to complete an application at least 7 days prior to travel. The application can be completed online, by emailing [email protected], or by calling 01481 715790 (lines are open between 9 am and 5 pm, Monday to Friday).

  Further information on the scheme is available on the States' COVID-19 website and it is recommended that you understand the requirements of a "Business Traveller" before you book online.

• Facemasks

  In order to help protect yourself and others on your journey, you will need to wear a suitable* protective face mask 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. You will also be required to wear a mask to enter and travel through the airport terminal at your departure and arrival airport. There are 2 exceptions:

  • If you are departing from Alderney, Guernsey or the IOM - you will not be required to wear a mask until you are called for boarding.
  • If you are transiting from the UK and travelling through Guernsey airport to Alderney - in which case a mask should be worn throughout the airport journey and flight.
    
    

  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 medical grade 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

  When travelling from Southampton, you will be provided with a data collection form to be completed for the Guernsey Border Agency. You must complete this before arriving in the Bailiwick.

  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.

  We are currently not providing onboard food and drink service, but we are able to provide a duty-free service.

  Please visit our duty-free page prior to your flight to view our products and price list. We are limited to providing a reduced service and currently, we are only accepting card payments.

• What to expect at arrivals

  When travelling in to Guernsey Airport from the UK, you will be interviewed by the Guernsey Border Agency.  Please register here

  You are invited to move as quickly as possible through arrivals as social distancing may be in place at the airport.

• What to expect at arrivals: From Southampton to Guernsey

  When arriving in Guernsey from Southampton, passengers 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.

  You must wear your mask through arrivals until you reach your accommodation.

• Arriving in the Bailiwick: Isle of Man air bridge

  An exciting travel opportunity for islanders has been established between the Isle of Man and Guernsey, allowing passengers to visit the isles without requiring self-isolation on arrival.

  The scheme will be served by Aurigny and flights will be run between the islands on Wednesdays and Sundays for 8 weeks, starting 22 July and finishing 13 September. Extra flights have been added during the October half-term, starting on the 21st October.

  More information on travelling to the Isle of Man is available on our dedicated air bridge page.

  
  

  Further information on this scheme is provided by the States of Guernsey and can be viewed here.

• Arriving in the Bailiwick

  The States of Guernsey Civil Contingencies Authority requires all passengers arriving in the Bailiwick from anywhere in the world to self-isolate for either 14 days, or 7 days (dependant on where you travel from) on arrival. This is a legal requirement, and failure to comply is a criminal offence. In your period of mandatory isolation, you must not leave your accommodation and you must not leave the Island.

  There may be situations where the self-isolation requirement is relaxed for some passengers (ie. passengers travelling during the 7-day pilot scheme, or for those 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 requirements

  You will have been given a mask at the airport/harbour when you left The UK. Please ensure you do not remove it until you have reached your final destination, where you are self-isolating.

  Please wash or sanitize your hands frequently, especially after coughing, sneezing, going to the toilet, before eating or if in high traffic environments, such as airports and harbours.

  Maintain good respiratory hygiene – Cover your mouth and nose with a disposable tissue when coughing or sneezing and use the nearest waste receptacle to dispose of it after use, followed by washing your hands with soap and hot water or alcohol gel.

  Ensure you respect other passengers' space and aim to keep at least a 1-metre distance from those not travelling with you.

  The Guernsey Border Agency will provide you with a form, where you will be requested to share some personal details, including your address whilst in self-isolation. This information will be used to contact you, if required, during your self-isolation period, and do spot check visits to monitor compliance. You will also be provided with a self-isolation notice, stating that you are legally required to comply with the self-isolation guidance.

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

• 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.

• 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 7 day 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.

• Arriving in the Bailiwick: Travelling to Alderney from Southampton

  Currently, passengers can travel to Alderney via Guernsey. Passengers will be brought through the normal arrivals procedure, and are then expected to go straight to check-in and on through into departures.

  Once you arrive in Alderney you must proceed onto your accommodation to self-isolate.

  You must wear a medical mask throughout your journey, including your transition through Guernsey Airport.

• 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: Flight bookings before 16 November 2020

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

  Tickets booked since the restrictions on essential travel came into effect, for travel on the Southampton lifeline links, are subject to normal terms and conditions of the ticket - change fees and fare differences are payable, and tickets are non-refundable (except Flexible tickets).

  Following latest advice, all services to/from Guernsey until 30 November 2020 are cancelled, with the exception of services between Guernsey and Southampton, Guernsey and Gatwick for half-term week, and between Guernsey and Alderney.
  If you have a reservation to travel 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.

  Please note that monetary refunds may take up to three months 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.
  Please note that flight changes and refunds are not available through our call centre. 

• Coronavirus refund policy: Flight bookings after 30 November 2020

  We are guided by the latest travel advice and government restrictions which mean that our services are monitored regularly, and it is probable there will be significant cancellations for the foreseeable future.

  If you are already booked to fly with Aurigny and wish to cancel a flight that is still planned to operate - you may request a credit voucher (monetary refunds are only offered if your flight is cancelled), change your flights for future dates, or you may wait for further updates concerning your flight. Any cancellations are advised by email/text message.