1) What social distancing measures do you think you will have in place when you are back in operation?
We will have a protective clear screen / door in the drivers cabin on all coaches, we will be deep cleaning our coaches daily and will be abiding by the Government and HSE advice on distancing. We are permitted to operate at 50% of cour coach capacity and therefore a number of our seats will be blocked off . It is now mandatory for customers to wear their own face masks on public transport.There will be a hand sanitiser on board and we ask customers to sanitise their hands on boarding. We will also manage the boarding process respecting social distance guidelines. Our priority is to keep our staff and customers safe.
2) Will you be running a limited service when you come back in operation?
Initially we envisage that we will run a reduced frequency. When traffic increases at Dublin Airport and there is enough demand from our customers we will be happy to increase the schedule. We will keep our website updated on our return date to operation and our new timetable.
3) What is the expiry date for tickets which were purchased from a driver or ground staff at the airport before Covid-19?
In normal circumstances the return portion of a ticket bought from a driver/airport agent is 6 months. However we are happy to extend the 6 months to 10 months to allow for the period we were are not operating. This will be reviewed when we know our return to service date.
4) Why are you not coming back now that the restrictions have been eased?
The restrictions on public transport have now been eased by the government and HSE. Instead of a 2 metre distance rule buses can now operate at 50% of their capacity. We are now planning a return to service for the 01 August (perhaps before then). Our services will run at a reduced level initally and we will kepp you updated on our website.
5) Can I move the travel date on my online ticket to after the 01 Oct 2020 due Covid-19?
Yes if your original online ticket was for a date where we did not operate due to the Coronavirus, we will change your date of travel to any future date upto 31 Mar 2021.
Airport Check-in - how much time should I leave?
Please remember to leave sufficient time between your coach arrival at the Airport and your flight check-in time. We would recommend at least 1 hour prior to the opening of your flight check-in.
Can I bring a bicycle or other large luggage on board the Aircoach?
We value our customers and will do our best to accommodate you. Space permitting we will be happy to transport these items.
How do you collect lost property?
Please call our office on +353 (0) 1 844 7118 and we will do our best to locate your property. Any lost property will be stored at our offices in the Airport Business Park, which is near to Dublin Airport, for a maximum of 3 months. It may be collected from here, by prior arrangement, between 09:00 and 17:00, Monday to Friday. Unfortunately due to security reasons we are unable to forward lost property on board our coaches.
How long is the Aircoach ticket valid for?
Single Tickets purchased on the coach are only valid on the journey on which they are purchased or, if purchased from our Customer Service Team at Dublin Airport, on the next departure from the Airport.
Return Tickets purchased on the coach or from our Customer Service Team at Dublin Airport. The outward portion of your ticket is only valid on the journey on which they are purchased or, if purchased from our Customer Service Team at Dublin Airport, on the next departure from the Airport. You can use the return portion of your ticket on any return journey, on your booked route, up to a period of 6 months after the outward journey date.
We will be happy to amend dates for tickets for future use. If you do not yet know the date for travel, we will amend your revised date to 1st October 2020. This means that your ticket has been deferred to a date to be confirmed by you and does not have to be used by 1st October 2020. All you need to do is let us know that you’d like to defer travel and then inform us again nearer the time and we will amend your travel date once more.
Single Tickets booked online:
for time specific bookings, single tickets will be valid for travel on the selected departure time on your chosen route, on the date specified on your booking. Subject to availability you may be allowed to travel on an earlier departure that day, however, your seat is only guaranteed on the timed journey specified on your booking. When travelling from Dublin Airport only, and where there has been a flight delay, passengers may be allowed to travel on a later journey than the one booked.
for bookings where there is no time specific departure on the day, single tickets will be valid for one single journey on the specific route on the date specified on your booking.
- for time specific bookings, single tickets will be valid for travel on the selected departure time on your chosen route, on the date specified on your booking. Subject to availability you may be allowed to travel on an earlier departure that day, however, your seat is only guaranteed on the timed journey specified on your booking. When travelling from Dublin Airport only, and where there has been a flight delay, passengers may be allowed to travel on a later journey than the one booked.
Return Tickets booked online:
for time specific bookings the outward portion of your return booking will be valid for travel on the selected departure time on your chosen route, on the date specified on your booking. For the return journey the return portion will be valid for travel on the selected departure time on your chosen route, on the date specified on your booking. Subject to availability you may be allowed to travel on an earlier departure on the day of your booking, however, your seat is only guaranteed on the timed journey specified on your booking. When travelling from Dublin Airport only, and where there has been a flight delay, passengers may be allowed to travel on a later journey than the one booked.
for bookings where there is no time specific departure on the day, return tickets will be valid for one outward journey and one return journey on the specific route on the dates specified on your booking.
- for time specific bookings the outward portion of your return booking will be valid for travel on the selected departure time on your chosen route, on the date specified on your booking. For the return journey the return portion will be valid for travel on the selected departure time on your chosen route, on the date specified on your booking. Subject to availability you may be allowed to travel on an earlier departure on the day of your booking, however, your seat is only guaranteed on the timed journey specified on your booking. When travelling from Dublin Airport only, and where there has been a flight delay, passengers may be allowed to travel on a later journey than the one booked.
For all online bookings, customers should be present at the appropriate stop, and make themselves known to the driver, at least 10 minutes before the scheduled departure time, otherwise the seat reservation cannot be guaranteed.
- For all online bookings, customers should be present at the appropriate stop, and make themselves known to the driver, at least 10 minutes before the scheduled departure time, otherwise the seat reservation cannot be guaranteed.
Is it possible to hire a coach or get a group discount?
All our coaches are available to hire and we would be delighted to provide you with a competitve quote for all your transport requirements. If you are organising travel for a large group please contact us so we can discuss your exact requirements.
For all enquiries please call us on 00 353 1 8447118 and our customer service team will look after you.
Is the Aircoach less frequent at the weekend, or on Bank Holidays, or around Easter, Christmas and St. Patrick's Day?
No - Aircoach operates the same service on all routes, 7 days a week, except for the following exceptions:
- On Christmas Day there is no service. Details of last services on Christmas Eve and first services on St. Stephen's Day / Boxing Day will be posted on our website.
Children under 14 years of age will not be carried, except when they are accompanied by a responsible person aged 16 years or over. Where doubt exists as to the eligibility of a child for unaccompanied travel, it is the responsibility of the passenger claiming such eligibility to produce evidence of age. As safety is our main priority, all passengers including unaccompanied children must wear a seatbelt at all times where the service requires it and seatbelts are provided.
What is the fare for children?
Discounted child fares are available on all our routes for children aged between 5 – 12 years inclusive. Children under 5 travel free if accompanied by a fare paying passenger. For all passengers 13 years and over, the full fare adult fare applies.
What is the latest time that you can book online for an Aircoach service?
All Online Bookings must be made before 5pm prior to the day of the travel.
Where do I purchase a ticket?
At Dublin Airport you can purchase your ticket from any Aircoach staff member at the Aircoach stands in Zone 11 Terminal 1. You may also purchase your ticket from your driver when boarding the coach using cash or contactless payment. Aircoach also offers online bookings up until 5pm on the day before departure and you can do this by visiting www.aircoach.ie.
Where does Aircoach pick up at Dublin Airport?
Aircoach picks up at Dublin Airport is from Zone 11 in the Coach park at Terminal one. Its is a 1-2 minute walk from the arrivals area of Terminal 1.
It is a 3 minute from Arrivals in Terminal 2. Please follow the airport directions for buses and coaches.
Aircoach drops off customers outside departures at Terminal 2 and at Zone 11 in Terminal 1.
Which routes does the Aircoach serve?
Aircoach provides services on 5 key routes:
Service 700: Dublin Airport - Dublin City Centre - Donnybrook - Leopardstown (24hr service up to every 15 minutes frequency)
Service 702: Dublin Airport - Greystones (24hr service every hour)
Service 703: Dublin Airport - Dalkey / Killiney (24hr service every hour)
Service 704X: Cork - Dublin City - Dublin Airport Non-Stop Express (36 services daily)
Service 705X: Belfast - Dublin Airport - Dublin City Non-Stop Express (44 services daily)
Can cards not issued in the UK & Ireland be used?
Most contactless cards issued outside of the UK & Ireland will be accepted on our ticket machines. However, if a card doesn't work, please contact your card issuer. Cards issued outside of the UK & Ireland may incur a further overseas transaction fee, applied by your card issuer.
Can contactless cards be used to top up smart cards?
No, this option is not currently available.
Can I use my phone to pay?
How do I get a refund?
Drivers are able to refund card transactions at the point of purchase only. If you request a refund, the driver will issue you with a ticket which will say ‘EMV Credit Note’. Please then allow up to 5 working days to see refunds on your account. Drivers are not able to provide a cash refund.
If you should request a refund after purchase, you will then need to contact Customer Services at firstname.lastname@example.org with the following information:
- The service on which the ticket was purchased
- Transaction Total Amount
- Date and Time
- First 6 and last 4 digits of your card as shown on the receipt
- Whether you paid with Apple or Google pay
Customer services will then consider your request and process a refund if appropriate
How do I know if a card has contactless?
Contactless cards will display the contactless symbol. Most new cards are issued with this feature. If your card is not currently contactless, speak to your bank to ask if your card can be updated.
How does contactless work?
Contactless is a simple and secure way to pay for bus travel without needing cash. Contactless payments can be made for any tickets up to the transaction value of €30/£30
My payment was declined and my card blocked. What happens next?
If you use a card for a payment which is subsequently declined due to not having enough money in your account, your card will be blocked by our ticket machines. We will try again to recover the money owed automatically after 7 days or if you try to use the card again. Your card will be blocked until a payment is made successfully for the amount outstanding.
My statement says I've been charged 10p - has something gone wrong?
From time to time, we authorise an amount of 10p. This allows us to check with your card issuer that the card is valid. This will be replaced by the full transaction amount in 24-48 hours.
Which contactless cards be used?
Payment cards displaying the contactless logo from Visa or Mastercard logo can be used. We also accept Apple Pay and Google Pay. We are currently unable to accept payments by American Express.
Which services are accepting contactless payment?
Contactless payment is on all of our Aircoach services as long as the total amount does not exceed €30/£30.
Which tickets can be bought using contactless?
You can use contactless to purchase any paper tickets to the value of €30/£30. This can include more than one ticket in a single transaction, e.g. an adult and a child ticket. However, the total price cannot exceed €30/£30.
Why did a payment not work?
Drivers will not know the reason why a payment did not work. If a payment fails, you may wish to try a different card or pay using an alternative payment method such as cash or purchasing a ticket via the mTicket app.
Some of the reasons why a card may not work include:
- The card has expired
- The card is not a contactless card
- The card is not accepted e.g. American Express
- The card is being presented for a payment over €30/£30
- A previous transaction has been declined by our system and the card is blocked
- The card hasn't been approved by the bank for the transaction
- The card hasn’t been used at a Chip and PIN terminal before
- More than one card has been detected by the reader at the same time
If a card does not work, please contact your issuing bank for advice.
Why is the limit set to €30/£30?
A national limit for contactless payments has been set by all banks to €30/£30.
Will I get a receipt?
Yes, you will get a receipt once your transaction has gone through, along with a ticket for your journey.
Can I activate multiple tickets on my phone for travelling with friends and family?
The mTicket system only allows one ticket of any type to be active at a time on a single device. If you are travelling with friends or family, they will need to purchase mTickets on their own device from their own account or use cash, or a contactless payment to buy a ticket from the driver.
Can I get a receipt for my ticket purchase?
Receipts are sent to the email linked with the account at the time of purchase. If you're going to need your receipt, we would recommend double checking your account details are correct before making a ticket purchase.
Please note that this purchase receipt is not valid for travel, and you will need to show the driver your active mTicket displayed on the app.
Can I get a refund for my mTicket?
We can only provide refunds for unactivated tickets; any activated tickets are non-refundable.
Contact the mTicket support team on email@example.com (So we can fully answer your enquiry please give us as much information as possible about the ticket type, device and operating system you are using) or 00443300 947 577. Normal opening hours: 7am – 10pm, seven days a week.
Can I get on at another stop other than the one I bought the ticket for?
The activated ticket will only scan on the coach at the stop for which the ticket was purchased. If there is a seat available on the coach the driver will accept your ticket as long as it activated and is for a fare that is the same or higher than the fare charged for stop you wish to get on at.
Can more than one person or multiple people travel using the same App?
No, the App is for individual use. To use the App an account must be set up. The tickets purchased are for use by the account holder and only one ticket can be activated at one time.
Tickets are non-transferable.
Do I need an internet connection to use mTickets?
You will require internet connection to use the app, as the app needs to communicate with our server to keep itself up to date when you're out and about.
Opening the app, accessing the ticket catalogue, and accessing account pages will all generate a connection attempt. If the app cannot establish connection to our servers, it will then lock until it can connect.
Please note the app is not designed to work with Wi-Fi only devices such as tablets and iPods.
Does the purchase of a mTicket guarantee me a seat on the coach?
No, the only way to guarantee a seat is to book online here »»
Seats can only be guaranteed/booked for our Cork and Belfast routes
Help! I can’t see my tickets
Missing tickets are generally caused by your mTicket account becoming logged out, or a prolonged loss of internet connection. To restore your tickets, please make sure you have a good network connection and refresh your tickets (on an Android select 'reset' from the menu key, on an iPhone tap the screen 3 times). Your tickets should be restored to your account in a few seconds.
How do I buy a ticket?
Buying tickets is simple! Once you've downloaded the app and created your account, just select the service you wish to travel on, either using the manual search tool or the list of suggested services, and then click on 'Buy your Ticket'. You'll then be able to choose which tickets you require from the product catalogue and head to the basket.
How do I transfer my tickets to a new phone?
The mTickets app is only designed to work with one device per account. However, should customers purchase a new handset, or lose or damage their current device, they will be able to transfer their tickets over.
To do this:
- Log off from your mTicket account on your old phone (if possible).
- Download the app and login to your mTicket account on your new phone
- Check the wallet Ticket Wallet screen. You should find a pink panel containing a button to start the transfer process.
If the button is not visible, please ensure you have a data connection and refresh the app (on an iPhone tap the screen three times, or on Android select Refresh from the menu button).
Customers are able to complete the above process twice a month but further requests are subject to approval by a member of our mTickets team. Please don’t attempt to share your ticket with anyone else.
How do I use Apple Pay or Google Pay?
If you have ‘Apple Pay’ or ‘Google Pay’ set up on your phone, on the payment methods screen, 'Apple Pay’ or ‘Google Pay’ will appear as a payment option button. On the panel, select the card you want to use (of those stored in the wallet) and enter your Touch ID. The transaction will complete in a few moments.
How do mTickets work?
Once a ticket is purchased and downloaded, it will appear in the 'purchased' section of the Ticket Wallet in your app. Tickets in this section are listed from the oldest at the top to the newest at the bottom.
When you want to use a ticket, select the one you want and then select 'Activate Now'.
You'll then be informed of how long the ticket will be active for, before confirming that you want to want to activate this ticket. We would advise reading this carefully to avoid activating unwanted tickets.
Once activated, the app will generate a moving ticket image on your phone's screen and a QR code. This will stay active for the remainder of the ticket's validity.
You'll need to scan the QR when you board the coach. We suggest you only activate the ticket just before you board the vehicle to ensure it’s validity.
How long will my ticket be active for?
You will generally have 90 days to activate and use a ticket, although some multi journey tickets will be available to use for a year. If your ticket has an expiry date, this will be stated in the ticket's details on the app.
I’m still having some problems – where can I get help?
If you are still experiencing difficulties with the app please contact mTickets Customer Service on firstname.lastname@example.org (So we can fully answer your enquiry please give us as much information as possible about the ticket type, device and operating system you are using) or 00443300 947 577. Normal opening hours: 7am – 10pm, seven days a week. Please note this team can only deal with app related queries, for queries regarding journey planning and online purchase please contact our Customer Services teams, email@example.com or +353 (0)1 8447118.
My phone has broken – can I get a paper ticket?
We do not issue paper copies of mTickets. You will receive an email receipt when you make your purchase, but this will not be valid for travel.
With mTickets, it is the responsibility of the customer to ensure a working mobile phone is available to show the driver the ticket screen. If there is a problem with the system, please let us know and we'll do our best to help.
My phone ran out of battery before I could show my ticket to the driver.
It's your responsibility to ensure your phone has enough battery power to show a valid mTicket to the driver, or to any ticket inspector throughout your journey. If your phone does run out of charge, you will need to buy a ticket from the driver.
The QR code on my ticket won’t scan on the bus.
If the QR code is not being picked up by the ticket machine, please show the ticket screen to the driver. Providing you're travelling on the correct ticket, the digital copy of your mTicket is still valid for travel and will be accepted.
What happens if an inspector needs to check my ticket?
If an inspector asks to check your ticket, please show them the active ticket in your wallet as you would do the driver. For those who boarded using a single ticket which has since expired, the inspector will still be able to see this under the 'expired' tab in your wallet.
What happens if there’s a problem boarding and my mTicket expires before I board the bus?
You will need an active and valid ticket to travel on the bus. If the mTicket is no longer valid, you will need to activate another, or pay to travel by cash/contactless payment and buy a ticket from the driver.
What should I do if I’m travelling with children?
We currently do not offer child tickets or our mTickets app therefore child tickets will need to be purchased from the driver using cash or contactless payment.
Which software version do I need on my phone?
The mTickets app supports versions above and including iOS 8 and Android 4. Unfortunately, the Windows operating system is not supported.
Why does my activated ticket when scanned at the ticket machine on the bus keep showing my credit card?
On Android phones, the first time a customer opens the ticket screen with NFC on, a pop-up advises them to turn it off. The user can turn off NFC for Google Pay manually in the settings.