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

  • Where can I find my 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

  • What test(s) do I need to do for my Travel?

    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

  • How long does it take to get my results?

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

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

  • How do I view my results?
    URN Codes
    G Antigen Test
    CN Next Day RT-PCR Test
    PD Express RT-PCR Test
    RD2 Day 2 Test
    RD8 Day 8 Test
    R5 Day 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.

  • My flight has been delayed; do I need to rebook?

    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.

  • My flight has been delayed; do I need to rebook?

    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.

  • My flight has been cancelled - what do I do?

    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

  • My result is positive - what do I do?

    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.

  • Inconclusive tests – what does that mean and how does it happen?

    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.

  • I haven’t received my results, who do I contact?

    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

  • What are the different types of COVID-19 tests?

    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.

  • How are tests performed?
    Lateral Flow Nasal Only
    Express Nasopharyngeal
    Next Day Nasopharyngeal
    Antigen Nasal Only
  • Do children need to be accompanied by an adult?

    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.

  • Can I Attend the drive through on foot?

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

  • Do I need to show ID to test?

    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).

  • Can I have multiple persons in the one car to get tested?

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

  • Can I have other persons in the car who are not attending the appointment?

    This is the decision of the person getting tested.

  • Can I travel by motorbike for the drive through appointments?

    Yes.

  • Can I have a test at one of the airport locations if I am not travelling?

    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.

  • Where are the testing locations?

    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

  • How do I prepare for my Covid-19 test?

    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.

  • How do I prepare for my Covid-19 test?

    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

  • Reschedule / Amending Appointments

    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.

  • I’ve forgotten my log in details for my account/ I don’t believe I received them – what do I do?

    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

  • I made an appointment for the wrong test type and would like to change it for another, what do I do?

    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.

  • Can I rebook my test if my flight is delayed?

    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.

  • Can I Cancel my Appointment and get a Refund?

    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.”

  • Cold, Cough & Flu

  • What is the Cold, Cough and Flu test?

    A test that looks for specific pathogens that cause respiratory infections. When a person is feeling run down, and has symptoms that can include cough, fever , sore throat, runny nose, and body aches, it is important not to dismiss it as “under the weather”. This test looks for 22 different pathogens, a combination of viral and bacterial, and provides details on what is causing the symptoms you have. From there the customer can act upon this information with Healthcare professionals to get the right treatment.

  • Does this test for Covid-19 as well?

    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

  • Why does this not include a Covid-19 test?

    In line with government guidance any persons with symptoms that could indicate Covid-19 must follow local regulations and be tested first. As covid-19 is monitored within government guidelines, it must be kept separate.

  • If I’m Covid-19 negative, why would I get this test?

    Symptoms are not just an indication of Covid-19. Respiratory infections, can impact the lungs, sinuses, vocal cords, throat, and are of particular danger to children, older persons and people with immune system disorders. Also where an the infection can be contagious, means its not just a risk for you but those around. Getting a cold, cough and flu test will assist in determining the source of your symptoms. Better informed means better able. Knowing more about your symptoms and what is causing them specifically, means you can look at what can be done to improve your health.

  • What is the test?

    A health care professional will take a swab and sputum sample at the appointment. These samples will then be tested to see whether 22 different pathogens are detected. The pathogens will either be viral or bacterial. If any of these pathogens are detected this means the pathogen is present in your lungs. You will receive a report that will either show positive or negative for each pathogen tested.

  • Why would I bother doing this test?

    Simply put, infections in winter happen. They occurred before Covid-19 entered our lives and will continue. People can choose to ignore the symptoms and just try to pull through. But with this you risk symptoms getting worse, requiring hospital treatment, developing co-infections such as pneumonia, sinus infections, time off work, impacting those around you. This test is looking at a wide range of pathogens that can be the cause of common respiratory symptoms, and more importantly if there is a positive found for any (or more) of the pathogens provide clarity on why you are having the symptoms, and then opportunity to treat them?

  • What does 22 pathogens mean?

    A pathogen is a virus or bacteria or another microorganism that can cause disease.  The 22 pathogens that are selected for the Cold, Cough or Flu test,  are a wide range of viral and bacterial pathogens that can be the cause of the symptoms previously mentioned.

  • What is the difference between a Bacterial pathogen & a Viral Pathogen

    When it comes to respiratory infections, the main different is how to deal with the infection whether it is Viral or Bacterial. If you have a bacterial pathogen (in the Cold, Cough or Flu test) treatment will require Antibiotics. If you have a viral pathogen, Antibiotics will not be suitable. So by targeting both bacterial and viral pathogens in the Cold, Cough or Flu test, not only is it the aim to detect the presence of any of these pathogens, but if any are positive what that means, and whether antibiotics will work. An antibiotic will not make a different if a person has a viral infection.

  • So how do I book an appointment?

    All appointments are booked online. Please click HERE to book. Please remember to only book to attend an appointment on the confirmation that you are COVID-19 NEGATIVE

  • What do I need to bring to the appointment?

    Please have available your booking confirmation email of the appointment. Please have ID available if requested to provide this. Please do not consume any food or drink 30 minutes prior to having your samples taken.

  • What happens at the Clinic?

    Our staff at our welcome desk will confirm your appointment and your details with you. A health care professional will then take the samples and guide you through what is required. Please feel free to ask any questions when at the appointment to help. 2 samples are taken, a SWAB sample and a SPUTUM sample

  • What happens after the appointment?

    Your sample is tested in our laboratory (can we throw in accreditation of lab here) and once results are generate with quality review completed a reporet will be sent out to the email address provided at time of booking. This will take XXXXXX hours.

  • How do I get my report?

    Your report will be sent to the email address provided when booking the appointment.

  • What will the report tell me?
    • The report will show whether you tested positive or negative for the 22 pathogens that were targeted.
    • Negative means that on the day your sample was taken, that pathogen was not present in the sample provided
    • Positive means that on the day your sample was taken, that pathogen was present  in the sample provided
    • If you have more than one Positive, it means that you have different pathogens affecting you, these are co-infections.
  • So what do I do with the report?
    • This report is help give you clarity on the possible sources of infection that you have symptoms of.
    • Information is provided on the different pathogen and what these are, to assist in your better understanding
    • You can use information from this report as a guide in deciding your next steps, which may include consultation with a GP, discussion with a Pharmacist for example
  • How does the report benefit me?
    • There are 8 Bacterial and 14 viral pathogens that are “looked for” in the sample provided. If the report states POSITIVE for a bacterial pathogen, then antibiotics will be required as part of the treatment plan. If the report is positive for a viral pathogen, then antibiotics will not be suitable in the treatment plan. If the report states negative beside a pathogen it means that, it was not present in the sample provided. If you receive multiple positives, this means that you have co-infections and your symptoms are a result of different pathogens, again this is important to consider for the treatment plan. If report states all negative, this means that none of the 22 pathogens were detected in the sample provided. This is a helpful rule out tool, that helps to inform you that your symptoms are likely linked to a different infection source.
    • With the report, you can decide what to do next that will aid your recovery, whether this be a consultation with a GP, or discussion with your pharmacist. This report is to assist in offering better clarity on your symptoms, and as such help you and a GP/ pharmacist look at the right treatment route. The aim to eliminate unnecessary treatments, that will not assist. As an example, where symptoms are due to a viral infection, antibiotics will have no impact.
  • How does the report benefit me?
    • There are 8 Bacterial and 14 viral pathogens that are “looked for” in the sample provided. If the report states POSITIVE for a bacterial pathogen, then antibiotics will be required as part of the treatment plan. If the report is positive for a viral pathogen, then antibiotics will not be suitable in the treatment plan. If the report states negative beside a pathogen it means that, it was not present in the sample provided. If you receive multiple positives, this means that you have co-infections and your symptoms are a result of different pathogens, again this is important to consider for the treatment plan. If report states all negative, this means that none of the 22 pathogens were detected in the sample provided. This is a helpful rule out tool, that helps to inform you that your symptoms are likely linked to a different infection source.
    • With the report, you can decide what to do next that will aid your recovery, whether this be a consultation with a GP, or discussion with your pharmacist. This report is to assist in offering better clarity on your symptoms, and as such help you and a GP/ pharmacist look at the right treatment route. The aim to eliminate unnecessary treatments, that will not assist. As an example, where symptoms are due to a viral infection, antibiotics will have no impact.
  • Uncategorized FAQ

  • Can I go to a GP with this report?
    • Yes, you can.
    • If you would like you can arrange for a 10minute video consultation with GMC registered GPs from MyHealthcare Clinic, one of the UK’s leading private healthcare companies. This would be a charged service. You can dial 02079711789 for further details and appointment arrangement.