FAQ

 

What is AirportGenie?

Airport Genie is a 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.

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What time do the Airport Genie Services operate?

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

 

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

 

 

 

 

 

 

 

*The Fast Track door opens at 5am. While the service can be booked up to 2 hrs prior to flight departure the Fast track door will not be open before 5am. The Fast track door closes at 8pm in Terminal 1 and 9pm in Terminal 2. 

**Attended Service can be booked up to 48hrs prior to flight departure/arrival 

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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 AirportGenie.com for the Genie Fast Track service by entering their  membership number in the Voucher Code box after they have selected the Genie Fast Track option and clicked on the "Next" button.

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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.

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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..

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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.

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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.

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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.

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


Booking online is the fastest way to make your booking. Our customer care team operate limited hours and therefore there may be a delay in answering / returning your call. If you do make a booking over the phone, you will still need a valid email address in order to receive your voucher.

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.

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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

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When will I receive my AirportGenie Voucher?

Your voucher will be sent to you on completion of booking. 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. 

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

You can automatically retrieve your most recent voucher using "Manage my booking"

If this does not work, you can call our help team on 01 944 2020 and they will send the voucher to you.

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Can I change my booking?

Apologies but it is not possible to change or amend a booking.

If you have received your vouchers then the booking cannot be cancelled.

If you have not received your vouchers then in most cases you can cancel your booking using the "Manage My booking" feature (click here). Your booking will be fully refunded. Then make a new booking with the changed details. Please be aware that at busy periods if you cancel it may not be possible to rebook for the flight time you require.

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Can I cancel my booking?

Booking cancellations require assistance from the Airport Genie Customer Care team, please contact them on customercare@airportgenie.com

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How do I cancel my booking?

You can cancel your booking online click here

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What if I am late for a service?

If you are more that 30 minute later than your requested booking time then this is deemed as a no show and the booking is cancelled. You will not be refunded.

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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.

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What is FastTrack Access?

After you have checked in / dropped your bag, your voucher allows you to go through the Fast Track entrance to the security machines, thereby skipping the queue at the normal security (where your boarding card gets checked) entrance.

Please note: Passengers need to check in / bag drop in the normal way. This service does not provide any fast track service for these elements of your journey.

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Where are the Executive Lounges?

For Terminal 1, the Executive Lounge is located airside. Pass through security and veer left and follow the signs. The lounge is situated on level 2 and access is via stairs and lifts located to the left of the security area.  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.

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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

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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).

It is the responsibility of the customer to ensure that at the time of booking any unaccompanied passengers are 18 years of age or older on the day of travel.

Our service partner cannot deliver assisted services to unaccompanied children less than 18 years of age on the day of travel. When first meeting the customer, if the agent suspects that the unaccompanied customer is less than 18 years of age, they will ask for verification of age i.e. passport. If the customer does not wish to provide verification information, then the service provider has no option but to cancel the booking.

 

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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, Burger King in Terminal 2 and The Angels Share, Soho Coffee, Burger King and Upper Crust in Terminal 1.

 

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