FAQ

 

What is AirportGenie?

Airport Genie is a new service offering speed, comfort and care for customers using Dublin Airport. Airport Genie saves you time by allowing you to access security through the fast track boarding gate, offers you the comfort of the executive lounges and provides extra care for passengers requiring a helping hand through the airport.

Back to top

 

What time do the Airport Genie Services operate?

The open times for each service by Airport Genie are as follows:-

 

Fast-Track*    5am > 9pm
Executive Lounge*    6am > 7pm
Family Care**    6am > 11pm
Chaperone**    6am > 11pm
Welcome**    6am > 11pm
Connect**    6am > 11pm

 

 

 

 

 

 

 

*Service can be booked up to 2 hrs prior to flight departure
**Attended Service can be booked up to 24hrs prior to flight departure/arrival 

Back to top

 

What is the difference between Airport Genie and Airport Club?

Airport Club is a loyalty club for frequent customers of Dublin Airport. Customers pay a membership fee per year (starting at €150) to join the Airport Club and are then entitled to certain services at Dublin Airport. Airport Genie provides services at Dublin Airport on a per trip basis with the customer able to choose what services they require on each trip and then paying for those services only. There is no membership with Airport Genie.

Airport Club members will be able to avail of a 25% discount on AiportGenie.com for the Genie Speed service by entering their  membership number in the Voucher Code box after they have selected the Genie Speed option and clicked on the "Next" button.

Back to top

 

How do I purchase multiple Fast-Track or Lounge bundles?

Airport Genie recently launched their Loyalty Scheme giving customers the opportunity to buy Fast-Track and Lounge by bulks of 10 or more and avail of a discount in the process.

If you are interested please click here.

Back to top

 

Can I have my Voucher(s) delivered immediately?

Yes. On the Confirmation page you will have the option to deliver your voucher(s) immediately if your booking is more than 72hrs prior to your flight departure. If you have more than one person on your booking ALL vouchers will be delivered. By selecting this option you will not be entitled to a refund. If your booking is less than 72hrs prior to your flight then your voucher(s) will be delivered immediately without the need to select this option.

Back to top

 

Can I disable the SMS text Alerts?

Yes. At the “Enter Details” page there is an option to “Disable SMS Alerts” for this booking. Your mobile number is still required to complete the booking and is used purely for customer care purposes..

Back to top

 

Worried about too many people purchasing Airport Genie Fast-Track, creating a queue at this entrance?

Airport Genie customers can access the Fast-Track channel if they have purchased this service. However, there is a maximum capacity allowed per hour which restricts the possibility of queues at this channel. Due to ever changing passengers number however we cannot guarantee there will not be a queue at any particular time.

Back to top

 

How do I purchase a Gift Voucher?

We can organise a Gift Voucher for the value of your choice and send it to you by email.

Please click here to enquire about Gift Vouchers.

Back to top

 

How can I purchase the Services?

Choose your package, get your fees, pick your items and put them in your shopping basket, enter your credit card details and then print your confirmation page.

Back to top

 

What if I do not have access to the internet when I wish to make a booking?

You can call the AirportGenie team on  01 944 2020 and they will take your booking details and payment type. Calling outside Ireland? Then dial +353 1 944 2020.You will only get a voucher to a valid email address which can be printed at the Airport using the Surfbox facilities in either Terminal.

Back to top

 

What forms of payments are accepted?

You can only make a payment on the AirportGenie payments page with the listed credit and debit cards:
Visa Credit
Visa Debit
Master Card Credit
Laser Card

Back to top

 

When will I receive my AirportGenie Voucher?

For security and operational reasons, you will receive your AirportGenie voucher 72 hours before your departing/arriving flight. The voucher will be attached to the email in a PDF format which you must print and bring with you to the airport for validation  against services received. 
Please note that if your booking within 72 hours, you will receive your voucher immediately.

Back to top

 

I haven't received my voucher via email 72hrs prior to departure. What am I supposed to do?

You can call our help team on 01 944 2020 and they will send the voucher to you or you can go onto www.airportgenie.com and retrieve the booking and email the voucher to yourself again. Calling outside Ireland? Then dial +353 1 944 2020.

Back to top

 

Can I change my booking?

It is not possible to change or amend a booking online but some changes may be permitted by phone. Please call our customer support at the following number 01 944 2020 to discuss your options. Calling outside Ireland? Then dial +353 1 944 2020. The following changes might be permitted, according to their availibility: date, time, flight number and contact details.

Back to top

 

Can I cancel my booking?

Yes, you can cancel the service at any time before usage. Please note that if you cancel within 72hrs of your flight time, you will be fully charged.

Back to top

 

How do I cancel my booking?

You can cancel your booking online - Go on www.airportgenie.com and go on the "manage my booking" page to cancel. You can also cancel by phone by calling our Customer Support Desk on 01 944 2020. Calling outside Ireland? Then dial +353 1 944 2020.

Back to top

 

What if I am late for a service?

If you are more that 15 minutes later than your requested booking time then this is deemed as a no show and the booking is cancelled, however you will still be charged for the booking.

Back to top

 

Where is the meeting point for Passenger Attendant?

The Meeting point for this service is at the Check- in Area at Dublin Airport in Terminals 1 & 2.

Back to top

 

What is FastTrack Access?

It’s a bit of extra time. It’s peace of mind. It’s knowing that you won’t get stuck in a queue at the Boarding Pass Check Area when transiting into the Passenger screening area. Your voucher allows you to go through the Fast Track entrance skipping the queue at the security entrance, after which you will join a security lane situated adjacent to the Fast Track entry point - so you can spend more time relaxing before your flight, avoiding any delays that may occur at the normal Boarding Pass Check Points.

Back to top

 

Where are the Executive Lounges?

For Terminal 1, the Executive Lounge is located after passengers screening in the upper pavilion of the 300 Gates area - formaly known as Pier B - and can be accessed by lift or stairs adjacent to the Gate Clock Bar and Wrights of Howth.  For Terminal 2, the Executive Lounge is located on the bridge link between both terminals - airside.

Please note that for US flights the Lounges are located before CBP (Customs and Border Protection). If you go through CBP then you will not be able to access the Lounges.

Back to top

 

Do the Airport Genie Attendants speak any other languages?

If you or your relative(s) do not speak English, our Airport Genie Attendants can assist you in the following languages: Polish - Lithuanian - Russian - French- Spanish. Please note that will depend on the availability of the attendant and can not be guaranteed.

Back to top

 

Can I avail of the use of a wheelchair?

If you require the use of a wheelchair to transit Dublin Airport please be advised that Airport Genie can not provide this service. In order to pre book the use of a wheelchair and PRM (Persons with reduced mobility) services please click here

Back to top

 

How do we book for Children and Infants?

Infants (0-2 yrs) are free of charge on all Airport Genie Bundles.
Children (2yrs - 17yrs) must be accompanied by an adult for all Airport Genie Bundles (including Genie Chaperone)

 

Back to top

 

Free Tea & Coffee Offer

Free Tea & Coffee offer is only available with the purchase of a Airport Genie Fast-Track. This offer is not subject to purchasing Family Care, Welcome, Lounge, Chaperone or Connect. Voucher must be presented in the outlets listed on the voucher at time of payment. Voucher valid for day of use only. No cash alternative can be issued. Subject to terms and conditions from SSP. Outlets include The Slaney, Flutes, Burger King, The Angels Share, Soho Coffee, Caviar House Upper Crust

 

Back to top