On Tuesday 24th March the States of Guernsey issued new guidance for passengers arriving in the Bailiwick with immediate effect.
- The States of Guernsey’s guidance is that only passengers whose travel is truly essential** should still be flying to Guernsey.
- On arrival in Guernsey you will have to complete an arrivals form.
- Unless you are travelling to Guernsey to perform a critical service, you will be expected to self-isolate for 14 days. Guidance on this will be provided by the Border Control Officers who are meeting each flight.
- All passengers arriving in the Bailiwick are required to provide their contact details.
**The States will be proving a clear definition of essential travel in the near future, please see the States website for further information.
Flight bookings before 1st June
If you have a reservation to travel on a flight to or from Guernsey on or before the 31st of May, 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 for the fare paid along with any return flights in the same booking.
Please go to www.aurigny.com/manage and enter your booking reference and surname.
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 no longer wish to travel please select the “cancel booking” option and then email [email protected] (please note that we will do this as quickly as we can, but we are exceptionally busy at this time). If you are unable to use a credit voucher you may be entitled to a refund and in that case please email [email protected] with your booking reference.
We will process this for you as soon as we can. Please note that 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.
Flight bookings after 31st May
Due to the current outbreak Worldwide of Coronavirus our customer services team are receiving a very high number of calls and we apologise for any inconvenience this may be causing our customers. Below we aim to answer as many queries as possible and we hope that this will save time for our customers by avoiding the need to call our agents.
The health and wellbeing of our customers and crew is our highest priority.
We would like to advise customers that at this time that there is nowhere on the Aurigny network that is currently on the UK government’s restricted travel list. Flights are able to operate normally at all airports on our network and our terms and conditions remain in place: you can find these at https://www.aurigny.com/legal/conditions-carriage
However, we do know that many of our customers take connecting flights and that some of these are now being cancelled. Onward cruises/holidays may also be cancelled and there is an increasing list of destinations with travel restrictions.
Having taken advice, Aurigny is issuing the following guidelines for its customers in line with similar airlines and the rest of the industry affected at this time.
1 – If you have flights booked but your onward holiday/connecting flight cancelled
2 – If the destination your onward travel is to has now been added to the restricted list
3 – If you or a member of your travelling group is in self-isolation and is no longer able to travel or has tested positive for Coronavirus and is unable to travel
4 – If you are concerned about travelling at this time due to an ongoing medical condition or because you feel you may be in the ‘vulnerable’ group and no longer wish to travel
6 – If you no longer wish to travel in this current climate
If for any of the above reasons you wish to change or cancel your Aurigny booking, normal change and cancellation fees will apply in accordance with the ticket type purchased.
7- If Aurigny has changed your booked flight/schedule you will have received an email offering you an alternative flight.
If you are able to use this new flight you can avoid calling us by logging into the “Manage” section on our website using your booking reference and passenger name and accepting the change, if you are not able to access our website please call us on 01481 267267 to confirm your acceptance.
If the new flight is not suitable you are entitled to select an alternative flight or may be entitled to a credit voucher, or refund. Please email: [email protected] with your request and one of our team will assist.
Should you have any further enquiry then please contact our customer services team, but please be patient at this very busy time.
We are monitoring the guidance provided by the World Health Organisation (WHO) and EASA and as a result may update this advice from time to time as the Coronavirus COVID-19 situation develops.
Thank you for your understanding.
For full terms and conditions please see here: https://www.aurigny.com/legal/terms-conditions