FAQs.

IMPORTANT

Please bring your order confirmation with you when attending your appointment and provide your order reference number.

If you or a member of the party intending to have an appointment have confirmed positive for COVID-19 in the last 10 days or are currently in isolation, you/they cannot attend appointment.

If you have symptoms of COVID-19 do not attend your appointment. Please follow local government guidelines.

Food/drink cannot be consumed at least 30 minutes before appointment.

Booking Reference Number

Your booking reference number will be shown in a confirmation email which is sent after you have made your purchase. The number is included (like below) within the detail of the product purchased.

 

 

Please remember that you will need to enter your booking reference number when you register your kit for Day 2 and Day 8 URN registrations.

Note: Day 2 and Day 8 arrival tests are non-refundable after purchase as a booking reference number has been issued. This also applies in the case where the customer has not departed the UK.

About Our Test Types

Due to the frequently changing travel restrictions, Randox are unable to provide advice on this matter, if you require assistance on this please visit the government website https://www.gov.uk/foreign-travel-advice or alternative speak with your travel provider.

About Test Results

The time to result is dependent on the test you have booked and the time the swab was taken.

Type of TestResults Turnaround Time
Express RT-PCR TestResults up to 3 hours
12hour RT-PCR TestResults in 12 hours
Next Day RT-PCR TestResults by 23:59 The Next Day
Day 2 RT-PCR TestResults by 23:59 the Next Day
Day 8 RT-PCR TestResults by 23:59 the Next Day
Day 5 RT-PCR TestResults by 23:59 the Next Day

Following receipt of your sample, we will make every reasonable endeavour to provide your test results within a reasonable timeframe following our laboratory receiving your sample. Delivery dates for test results are approximate and Randox will not be held liable for any delay in delivery, particularly in light of global shortages in raw materials and the unprecedented level of demand for our services in the current challenging circumstance, as well as subject to further terms in this agreement. It is important to note that we are dealing with sensitive biological samples, which in rare circumstances may require secondary testing. Randox will not release a result until a thorough review has been carried out and we are satisfied with the deliverable result. This is in line with good laboratory practice.

Visit our website for further information.

URN Codes
GAntigen Test
CNNext Day RT-PCR Test
PDExpress RT-PCR Test
RD2Day 2 Test
RD8Day 8 Test
R5Day 5 Test

To view results, your Unique Reference Number (URN) that you are provided at your appointment must be registered. This allows the laboratory to link the sample to you. If you do not register, we cannot provide you with results.

Staff at your testing site will advise you on how to register your URN.

To register please visit: https://randoxcovid.azurefd.net/urnRegistration

Once your sample has been processed, your results will be emailed directly to the email address that was provided when registering in the form of a downloadable PDF. If your covid test is for travel purposes, please ensure you include your passport number at the time of registering.

Note: Randox are not liable for any delays as a result of the customers chosen email account blocking/ spamming emails from being received.

Randox advise that customers keep to their appointment time as best as they can, however we do understand that there are exceptional circumstances that are out of your control such as a delayed flight or traffic disruption.

If this is the case, and if this is within the same day and within open hours, you can attend your appointment at the original testing location. Please note this is only for our locations in Manchester Airport, Stansted Airport and East Midlands Airport.

If your flight has been cancelled, you may choose to change your appointment for a later date or, if a departure booking, cancel the original booking for a refund. Please be aware as per our terms and conditions, appointments cannot be changed or cancelled if within 24hrs of the original appointment date and time.

Please visit the FAQ Section below: Appointment changes and cancellations

If you have received a positive result, please follow the government guidelines, and seek advice from the NHS. After a positive result, please do not visit any of our onsite locations as they will not be able to provide customer support on this. We recommend calling the Covid-19 help line 119.

There are various reasons that can lead to a sample being reported as unclear. Whilst it is uncommon, it can happen. Examples of an unclear result can include but are not limited to; contamination of food or drink consumed (normally within 30 minutes of test), temperature control, not enough human specimen, or a leak in transit.

If an unclear result is received, please immediately return to the test centre you had your original appointment in for a secondary test within the open hours of the testing centre.

We always recommend that you book your test as early as possible, but within your destination country’s stipulated accepted ‘test result to destination arrival’ timeframe to allow for these exceptions. We are not responsible for any direct, indirect, or consequential loss incurred as a result of an inconclusive test result.

Please ensure that your sample URN has been registered first. The sample must be registered with the Unique Reference Number (URN) that you are provided with at your appointment. This allows the laboratory to link the sample to you. If it is not registered, we cannot provide you with results.
For more information on the registration process refer to question “How do I view my result” first.

If you have successfully registered and if you haven’t received your results by the end of the expected turnaround time for the test you have taken, please contact our dedicated customer support team with your URN number by emailing: fly@randox.com.

The time to results will vary depending on the test you are taking it is important you have taken note of the TAT from our website or in this section under ‘How long does it take to get my results?’ before you book your test to ensure the TAT provides enough time for you to board your flight.

Note: also ensure you check your spam folder and if using a work or university email, please check your server hasn’t restricted our emails as your results will have an attachment.

About Testing & Test Centres

Randox advise that customers keep to their appointment time as best as they can, however we do understand that there are exceptional circumstances that are out of your control such as a delayed flight or traffic disruption.

 

If this is the case, and if this is within the same day and within open hours, you can attend your appointment at the original testing location. Please note this is only for our locations in Manchester Airport, Stansted Airport, East Midlands Airport and Heathrow Airport.

Your sample will be collected by one of our trained healthcare professionals onsite using a nasopharyngeal (nose and throat) swab, the swabbing process should take no more than 5 minutes.

Lateral FlowNasal Only
ExpressNasopharyngeal
Next DayNasopharyngeal
AntigenNasal Only

We can provide testing for minors if required as long as a parent or guardian is present. We recommend you check with the relevant government website at your destination if a test is required for minors.  The requirements vary between countries.

No, the drive through is not accessible for foot passengers.

On the day of your appointment, please present yourself to your chosen Randox Health Travel Centre no more than 5 minutes before your appointment time. You must provide confirmation of your booking, photographic ID (a passport if travelling), mask and order confirmation email (booking reference number).

Yes, as long as all parties have made appointments and they have the necessary information (as above)for the appointments this is acceptable.

This is the decision of the person getting tested.

Yes, our airport locations are available for any individual who requires a covid test to be carried out. The booking process is the same for general non-flight/travel appointments. Additionally, testing can be performed if travelling by boat, train, etc and is not specific to airlines.

The swab test may be taken at one of the following Randox Health Travel Centres:

Manchester Airport (Drive Through)

Randox Drive-Through Testing Centre

JetParks Ringway Testing Centre

Manchester Airport

Shadowmoss Rd

Wythenshawe

Manchester

M22 5WE

 

View Location Here

 

Manchester Airport (Walk Through)

Randox Walk-Through Testing Centre

Arrivals at T2 Testing Centre

Terminal 2

Manchester Airport

Manchester

M90 5RH

 

View Location Here

 

East Midlands Airport

Randox Drive-Through Testing Centre

Jet Parks 2

East Midlands Airport

A453

Castle Donington

Derby

DE74 2TR

 

View Location Here

 

London Stansted Airport (Drive-Through)

Randox Drive-Through testing centre

Jet Parks Zones R&X

London Stansted Airport

Bury Lodge Lane

CM24 1QW

 

View Location Here

 

London Stansted Airport (Walk-Through)

Randox Walk-Through Testing Centre

Short Stay Yellow Testing Centre

London Stansted Airport

Terminal Road North

CM22 6PF

 

View Location Here

 

Liverpool One Shopping Centre

Randox Health Walk-In

Chavasse Park

LiverpoolOne

Thomas Steers Way

Liverpool

L1 8LW

 

View Location Here

 

Heathrow Airport (Walk-Through)

Rear Car Park Radisson Blu Edwardian Hotel Heathrow

140 Bath Rd

Harlington

Hayes

UB3 5AW

 

View Location Here

 

Glasgow City Centre

Glasgow City Centre

150 Howard Street

Glasgow

G1 4ET

 

View Location Here

 

Kensington High Street

Kensington London

143 Kensington High Street

London

W8 6SU

 

View Location Here

 

Clapham Junction London

Battersea Reach

Juniper Drive

London

SW18 1TA

 

View Location Here

Food and drink should not be consumed in the 30 minutes prior to having your swab sample collected. Chewing gum and smoking should also be available within the same time frame.

Appointment changes & Cancellations

You are provided log in details when you make an appointment. Please log into the “my account” section of the website

Once logged in, go to ‘My Appointments’ to view and reschedule your booking/bookings. Please note you can only change the date and time of your appointment but not the location. You cannot amend the original type of appointment booked for another type. For Example, if you have booked for an Express PCR test, you cannot amend this to an Antigen test.

Please be aware as per our Terms and conditions, appointments cannot be changed or cancelled if within 24hrs of the original appointment date & time.

If you have any issues with booking  amendments / rescheduling please contact us by emailing fly@randox.com.

Please be aware that due to the popularity of the service, the “new” requested time/ date of appointment may not be available.

Please check the email account linked to the original booking. You will receive an email providing USER name and password information. If you have forgotten your password, please select reset password on the log in page on fly.randox.com

Appointment types are not interchangeable. If you have accidently booked the incorrect appointment type you need to apply for a refund (please see refund section) & rebook another appointment for the correct type of test you require.

If you flight is delayed you can either amend or cancel and rebook our appointment however, T&Cs will still apply.

If the appointment is within the same day as the delayed flight, you can attend your appointment at the original testing location. Please note this is only for our locations in Manchester Airport, Stansted Airport, East Midlands Airport and Liverpool One testing centres.

No – if arriving into the UK. Due to UK government covid travel restrictions and departmental guidance, we are legally unable to offer you a refund once you have been provided with a Passenger locator form booking reference number.

Yes – if departing from the UK AND you cancel your appointment with more than 24 hrs notice.”

Click and Collect

Click and collect orders will be ready for collection immediately after receipt of order confirmation- please refer to your order confirmation for specific details.

Please go to the collection point shown on the Randox Click and collect map option.

Please bring your order confirmation with you to collect the kits – If you DO NOT bring your order confirmation with you, we will be unable to provide you with the kits.

No, you must bring your order confirmation with you to collect your kits at the specific collection point.

Please note items must be collected on the chosen pickup date. Your order may be available for up to 10 days from the order confirmation date but may not be guaranteed.

  • No If you have chosen / purchased Click and Collect, home delivery is not an option

No, orders can only be collected from the original location chosen as per the order confirmation

Predeparture, day 2 and day 8 kits are available through click and collect options.

Day 5/ test to release is not available through click and collect.

This is because you have included a day 5 / test to release kit in your basket. We cannot offer day 5 / test to release as an option for click and collect

Predeparture/ Day 2 / day 8 kits can be chosen for click and collect.

No, all orders must be placed online. However we do offer a same day collection service so kits will be available immediately from order.

Please refer to government guidelines regarding travel allowances during quarantine

Our kits are not interchangeable, collection availability will only be for the kit purchased.

Airline discount codes/ coupons are only available for test kits for home deliveries.

Click and collect kits are £45.00 each

If there is no location suitable to you, remember you can choose home delivery. We appreciate every ones patience while we expand our network of centres for click and collect. Please watch this space.

Yes – the nominated person however must have a copy of the order confirmation with them.

We maintain a very dynamic stock system, certainly if you attend the collection point earlier than originally requested, our teams will try to accommodate you, however we cannot guarantee stock will be available.

Items will be held for a maximum of 10 days from order date. If stock is available, it may be possible to collect items after your desired pick up date. However, Randox are unable to guarantee availability.

No –  stock is held at our dedicated Collect+ pickup points only. Please use the postcode locator at checkout or refer to the map https://www.google.com/maps/d/viewer?mid=1FC06sxnhBipfF5mPPDRHPJAgSCt4HKQt&ll=52.49194960296319%2C-1.375855269530133&z=7 for your closes Collect+ location.