You will receive a doctor’s letter and lab results with your FlyClear™ COVID-19 test:

The doctor’s letter will include:

•  Date of issue
•  Date of sample collection
•  Name on passport
•  Date of birth
•  Passport number
•  Nationality
•  Gender

The lab results will include:

• Result
• Testing methodology used
• Date and time of sample collection
• Date and time of report
• Name on passport
• Date of birth
• Age
• Phone number

FlyClear™ aims to deliver your COVID-19 test results within 48 hours of your appointment. There are situations where a delay may occur. LifeLabs will refund the amount which you paid for your test if LifeLabs is unable to deliver a result within 48 hours after your sample collection.

In the event of a positive result, you will be contacted by the healthcare provider named on your requistion.

The customer accepts the risk of any delays in any travel plan, reservation or deposit. LifeLabs will not be responsible or provide refunds for impact to travel plans due to a positive result. Positive test result information is also shared with appropriate public health authorities.

While rare, invalid/indeterminate results may occur. Normally, in these cases we ask customers to provide another sample for re-testing. If you are able to re-schedule your travel to a later date, re-testing may be right for you. There is no charge for a re-test following an invalid / indeterminate result. Unfortunately, due to the time-sensitive nature of FlyClear™ testing, if you receive an invalid result, and are unable to re-schedule your travel, you will be entitled to a full refund of the amount which you paid for the test. Please see our Refund process in the Payment tab of these FAQs on how to request a refund.

It is the traveler’s responsibility to ensure the FlyClear™ lab results and/or doctor’s letter will meet the requirements of the country they are flying to.

No refunds will be provided once your samples have been collected through FlyClear™ locations and LifeLabs, and a FlyClear™ test result has been provided to you within 48 hours of your appointments. Customers are strongly encouraged to check the entry criteria for their destination country.

All FlyClear™ orders can be refunded up until the point you have your samples collected at your appointment(s). There is no cancellation fee. If your travel plans change, you must cancel any booked FlyClear™ appointment(s) before requesting a refund.

All FlyClear™ appointments require printed requisitions to be present, among other documents. Unfortunately we will not be able to collect your sample if you forget to print and bring your requisitions.

Only the healthcare provider named on your requisition and yourself will have access to your test results. If you receive a positive result, LifeLabs is required to provide your information and result to the appropriate Public Health unit. For more information, please visit: https://www.publichealthontario.ca/en/laboratory-services/test-information-index/covid-19

For more information about FlyClear™ testing please contact us at 1-877-313-4982 or servicetravel@lifelabs.com (Monday to Sunday, 24/7).

While much of our testing is performed within BC and Ontario, in certain circumstances, LifeLabs does work with reference laboratories in the US to perform some COVID testing services. When we do so, LifeLabs ensures that the laboratories comply with privacy requirements that are at least as stringent as the requirements with which LifeLabs complies. These requirements apply when the laboratory collects, uses or discloses personal information or personal health information and include administrative, technical and physical safeguards to protect such information, and requirements on training and breach notification. Further, LifeLabs enters into a contract with the reference laboratory that includes requirements such as compliance with applicable laws and regulatory requirements and all applicable laboratory accreditation requirements.

The samples sent for testing are labelled with an accession number (LifeLabs internal identifier), name, date of birth, specimen collection date, and name of the test.