Frequently Asked Questions

If you have any questions relating to your booking you might find the answer here ! If you are not happy with any of this information and wish to query things further you can call us on +353 1 2412389 Monday - Friday 09.15 - 17.30 and Saturday 10.00 - 13.00

Changes and Cancellations by you?

The fares shown on are value or saver fares which are usually quite restrictive in regard to changes or refunds. Changes may be restricted, subject to a charge or prohibited altogether according to the fare rules of the airline concerned. If you need to change your booking please contact at 01-2412389 and we will endeavour to assist you but please be aware that in general, airlines treat changes as a cancellation and a rebooking and the appropriate cancellation changes will apply.

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Can I cancel my booking and receive a refund?

The fares shown on are value or saver fares which are usually quite restrictive for change or refund. This type of fare will normally carry a significant penalty for cancellations and refunds, which may even be up to a 100% cancellation penalty. Changes may also be restricted, subject to a charge or prohibited altogether, according to route, fare level and airline. If you need to alter your booking prior to ticketing, will endeavour to assist. Once has received payment, and a ticket has been issued, any changes will be treated as a cancellation and rebooking, and the cancellation charges as set out by the airline will be payable. You or any member of your party may cancel your reservation at any time prior to departure provided that the cancellation is confirmed in writing by the person who made the original booking or via email from the email address of the person who made the booking. Receipt of said must be acknowledged by a member of the Gohop Team. All tickets returned for refund are subject to a minimum admin charge of €45 per ticket, irrespective of the number of tickets returned. In all cases, unused airline tickets, where reservations are not cancelled prior to departure, are non-refundable.

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Who can cancel a booking?

The person who made the original booking or any member of the party may cancel the reservation at any time prior to the departure date provided that the cancellation is confirmed in writing by the person who made the original booking. All tickets returned for refund are subject to a minimum administration charge of €45 per ticket irrespective of the number of tickets returned. This is in addition to any airline cancellation charges which in some cases may be up to 100% of the airfare paid. In all cases, unused airline tickets were the reservation has not been cancelled prior to departure are non-refundable.

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How long does a refund take?

Where a refund is due returned tickets are presented by to the respective airlines or consolidator for assessment. Refunds will not be paid to you until the funds have been received by This usually takes a minimum of 8 to 10 weeks from date of submission. Due to security issues in the case of lost tickets, a refund may take up to 9 months.

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Can I use the return portion of my flight ticket, without using the outward?

You are required to use all flight coupons in order of sequence. If you do not travel on the outbound flight then the airline may cancel the reservation / ticket and any subsequent flights booked.

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Changes / Cancellations by Airlines?

In the unlikely event that a booking has to be cancelled by an airline and no reasonable alternative can be offered a full and prompt refund of the fare paid will be made by the airline. No refund of service fees will be made under any circumstance and no compensation is payable by

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I have not received / lost my confirmation e-mail how do I get a new copy?

If you have not received your confirmation email within 4 hours of making a booking or have lost the email, please check your ‘Deleted Items' and 'Junk Mail' folders.

To check if the booking was successfully made and obtain another copy of your confirmation email please contact at 01-2412389 or email

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There is a mistake on my confirmation / e-mail / documentation, what should I do?

Please contact at 01-2412389 or email immediately and our agents will be pleased to assist with your enquiry.

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What payment methods do you accept? accepts Amex, Laser, Mastercard, Visa, Visa Debit Cards. There is a surcharge for credit card payments highlighted at time of booking. There is no charge on Laser or Debit cards.

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What is my baggage allowance?

The baggage allowance to which you are entitled will vary from airline to airline and between scheduled carriers like KLM, Air France, BA and low cost/no frills airlines such as Aer Lingus or Easyjet.

Scheduled carriers will usually give an included baggage allowance, either by weight or by number of bags, for checked luggage as well as permitting a small amount of hand luggage to be taken into the aircraft cabin. Amounts may vary according to destination and airline. This will be shown on your airline ticket.

Low Cost/No frills airlines e.g. Aer Lingus, Easy Jet charge for checked luggage. This should have been offered to you as an option during the booking process and will be shown on your flight confirmation. It is also possible to purchase additional weigh allownce of checked baggage on the Aer Lingus web site up to 12 hours prior to departure. This is significantly cheaper than paying at check-in. Hand luggage to be taken into the aircraft cabin is strictly limited and must conform to both the weight and the size allowance that the airline specifies.

If you are in any doubt please contact at 01-2412389 or email.

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Does charge Service Fees? charges a service fee that is included in the final price quoted for your reservation. Service fees will not exceed €30 per flight booking.

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Is there a difference between a Flexible Search (Flight+Hotel) and a Package Holiday?

When you build a travel itinerary using our Flight+Hotel option to combine flight, hotel and / or car arrangements which are individually priced and where you book these items at the same time for one total price then this itinerary is not classified as a package holiday and is not subject to package holiday terms and conditions.

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Do I need photo identification for check-in?

All passengers must provide valid photo identification at check-in for all flights in their itinerary. Names of travellers in the booking must match exactly those in their respective passports. Failure to present valid photo identification matching the names on your reservation will result in your being refused check-in without refund. Expired or damaged forms of photo identification will not be accepted at check-in.

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Incorrect passport First and Middle names on Ticket?

First names and Middle names are printed without a space on airline tickets. This is normal and will not be an issue at check-in.

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At what age does my child cease to qualify as an infant on an aircraft?

Infants must be under 2 years old on the return date of travel. If your infant celebrates their 2nd birthday while on holiday, you must book and pay the appropriate child fare. Charges for infants vary depending on the route and length of flight. Infants are not entitled to their own seat and must travel on an adult’s lap. If you require a seat for your infant to sit separately you will need to purchase a child ticket at the appropriate fare. Infants do not always receive a personal baggage allowance, this varies from carrier to carrier.

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At what age does my child have to pay the full adult fare on an aircraft?

Children must be between 2 and 11 years old on the return date of travel to qualify for a child fare. If your child celebrates their 12th birthday while on holiday then you must book and pay the appropriate adult fare. Children aged 12 years and older pay the full fare and have their own seat and also have a full baggage allowance.

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At what age can a baby travel on an aircraft?

An infant must be more than 7 days old to travel on an aircraft, for health and safety reasons.

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At what age can passengers travel alone?

When travelling on an arrangement which includes hotel accommodation, no person under the age of 18 years will be allowed to travel independently. An exception is for Las Vegas where visitors are required to be 21 years old if unaccompanied. The passenger’s age relates to the whole of the period when they are away including the day of return.

When travelling on a flight-only basis, passengers can travel alone if they are aged 14 years or over subject to airline approval, providing they can travel unassisted. Please note if they are aged 14 - 15, a parent or legal guardian must accompany them to check-in, and a valid photo identification in addition to the country specific documentation must be presented. We strongly recommend that parents or guardians of unaccompanied young persons remain in the airport until the flight has departed. Airlines reserve the right not to accept unaccompanied minors under 14 years of age for carriage. If an under 14 year old needs to travel unaccompanied, please contact 01-2412389 or email.

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Are Direct Flights always Non-Stop?

A flight described as “Direct” may not necessarily be “Non-Stop”. Please check the flight details of your selected flights prior to confirming the booking to ensure that you are satisfied with the routing and timings.

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What time should I check in for my flight?

We recommend that you check in at least 2 hours prior to departure for a short haul flight and at least 3 hours for a long haul flight.

Departure / arrival times displayed on are provided by the airlines concerned and are estimates only. They may change for various reasons. is not liable if there is a change to a departure time previously given to you or shown on your ticket. All passengers are advised to reconfirm their flights with the airline 72 hours prior to departure.

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What is an electronic ticket (or E-ticket)?

Electronic tickets are stored within the airlines reservation system rather than printed on a traditional ticket paper as previously.

For flights that only require an 'electronic ticket', when you arrive at the airline check in desk you will be required to present the following items in order to receive your boarding pass:

- Appropriate photo identification and travel documents i.e. passport, visa if required, etc.

- A printout of your confirmation page or confirmation e-mail to present to the check in representative.
- The credit/debit card you paid with (This only applies if you are flying with SAS or Air France).

Please note that it is the passengers' responsibility to check and obtain the relevant passport, visa and health inoculations for the country they are travelling to.

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Do I need to complete an ESTA Form & Do I need a Visa for the USA?

If you are travelling to or via the United States and if you reside in a country that is part of the Visa Waiver Programme (VWP) then you must complete the Electronic System for Travel Authorization (ESTA) form. This electronic form replaces the previous form that has until now been completed on the plane.

It is essential that you complete an ESTA form before you travel in order to receive travel authorization. If you do not have this authorisation or if it is invalid, the airline may refuse to allow you to board the aircraft.

Applications may be submitted at any time prior to travel to the United States. You should complete the application process as soon as possible and at least 72 hours prior to travel as recommended by the US Department of Homeland Security. This procedure applies to adults and children (whatever their age). The information requested includes passport number and country of residence. In most cases, electronic travel authorization is granted online almost immediately by specifying "authorization approved". It is valid for a period of two years or until expiry of the passport.

It is important that all travellers to the USA note the following:

• All Irish passport holders including children travelling to the USA under the VWP must have their own machine readable passports.

• If you suffer from a serious communicable disease of public health significance including HIV you are not eligible to travel on the VWP and you must possess a valid visa for entry into the USA.

• If you have ever been arrested or convicted for any reason in any country, even if the arrest did not lead to a conviction, including driving offences, you may require a visa and you should contact the US Embassy directly to check as far in advance of travel as possible.

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How can I make arrangements for a traveller with a disability or special needs?

Before booking for a passenger with any sort of disability or special need, we would strongly recommend that you contact 01-2412389 or email and we will discuss how best to meet the passenger's requirements with you.

Airlines have their own individual guidelines regarding the provision and carriage of wheelchairs and they will need to know the size and type if you are taking your own wheelchair and other relevant information for the safety and comfort of the passenger during the flight.

Hotels vary in their suitability for disabled passengers and we would need to contact our hotel providers for their advice and instructions relating to such bookings.

It is very important to note that requests to airlines, hotels, transfer providers and car hire suppliers cannot be guaranteed and we cannot accept responsibility for any of our suppliers if they fail to provide the requested service.

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Why do some hotels require a credit card imprint on check-in?

This is a standard requirement in most hotels worldwide and is only taken as a precaution, so as to guarantee payment of any incidental charges (such as telephone calls, room service etc.). On check-out, the hotel will usually give the option of paying by cash instead.

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What age does a driver have to be to hire a car?

All car suppliers have a minimum age for drivers to rent without incurring extra charges. This is normally 25 years of age. Drivers aged between 21 and 24 years will always incur an extra surcharge which is payable locally, is subject to tax and is non-refundable. There are a very few locations that have an upper limit. This can vary from the age of 60 years upwards. If you are over 60 years of age please call 01-2412389 or email to check eligibility.

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Will I have any additional taxes to pay?

It is not always possible to include all taxes on your ticket. In some cases taxes must be paid locally on departure. will endeavour to advise you of these taxes when accepting payment for your booking. Likewise airlines may introduce surcharges such as fuel etc. If your ticket has not been paid in full and your tickets have been issued it is possible that these surcharges might change and an additional amount may be due.

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Do I need travel insurance? strongly recommends that you take out appropriate travel insurance, even if travelling in EEC countries with an E111 form. This should cover as a minimum the costs incurred if you cancel the trip, the cost of emergency medical assistance including repatriation in the event of an accident or illness whilst you are away from home. will be pleased to provide an insurance quote for you.

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What do I do if something goes wrong on my trip?

If a problem occurs whilst you are travelling you must inform the relevant service provider immediately to allow them to put the matter right. In the event the complaint cannot be resolved at that time you must write within 28 days of your return home to the suppliers customer service department quoting your reservation details and giving all relevant information. You should seek and retain all documents relating to the problem (reports, police information etc) and enclose copies with you letter to customer services.

If the problem relates to a low cost carrier airline you should inform and contact the airline directly.

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What do the hotel star rating signify?

Star ratings are used to symbolise the over quality, level of service, range of facilities and food standards available at a given hotel property. The criteria within each country will vary depending on the relevant issuing authority in that country and they should not be rlied upon alone to indicate the quality of the accommodation. Star ratings are provided to you for information purposes only and are not a guarantee or warranty of any kind by

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Do I need to provide a rental security deposit when picking up my car rental?

Yes and car rental agencies will only accept credit cards for securing your deposit at the vehicle pick-up location. The credit card must be in the driver’s name.

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Can I cancel my hotel booking and get a refund?

Refunds for cancelled accommodation varies from hotel property to property and in some cases where a special rate has been booked no refund is available. In general the following refund conditions apply:

• Cancellations made more than 3 months in advance of the date of arrival will incur a €25 charge per room booking.

• Cancellations made within 3 months and 7 days in advance of the date of arrival will incur the charge for the first nights’ accommodation per room per hotel. If your booking is for a one night stay only then charge still applies and you would not be entitled to any refund.

• Cancellations made within 7 days of arrival date will incur the full cost and no refund is available.

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Can I change my hotel booking?

Changes to confirmed bookings are subject to the following conditions per room booking:

• Changes made within 7 days of your arrival date will incur the full cost of the booking and no refund will be made.

• Any other changes will incur a €25 charge per room booking

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