Important: Holiday Covid-19 Swab Service Level
Whilst we have successfully provided fast and convenient Covid-19 fit to fly services for thousands of customers, in the past week we have suffered significant service issues due to unprecedented demand for lab testing across the country in the lead up to the holiday period.
In some cases, we have been unable to deliver fit to fly results within the advertised time frames. Previously, we could confidently deliver fit to fly certificates by 11pm the day after dropping a test off at one of our Covid Test Hubs if dropped before 2pm. However, in the past week, despite our team working around the clock, hiring countless more support staff, improving our systems and working with new lab providers, there have still been challenges with the service.
Most of our customers have continued to receive an excellent service with rapid delivery of results. However, with the normal slowing of all services at this time of year; we cannot confidently say that we will be able to offer everyone of you next day results before 11pm (if you drop your sample off before 2pm) over the holiday period.
Please be prepared for delays of up to 24 hours for your results to be made available to you. For example, a sample dropped off in the lab on Wednesday before 2pm will have results available by Friday before 11pm (as opposed to Thursday 11pm).
We understand that for many of you, this will have a significant impact on your plans and for that we apologise. Whilst a normal service will run, we are obliged to tell you of the risk to our service over the holiday period and to plan for the worst case scenario - even if that means you using another provider.
If you choose not to use your purchased Covid-19 test, then we will offer you a full refund. Please email firstname.lastname@example.org with your name and order number to claim your refund. Due to the volume of queries at present, it may take up to 14 days to issue your refund but please be patient.
There is no further information that we can provide at this time and we have experienced unprecedented volumes of customer enquiries that have meant extremely long call wait times. We ask that you request a refund if you have concerns about using the service with the information we have provided above.
Please do not contact any of our Covid Test Hubs or pharmacies. Their only involvement in this service is to allow the collection and drop off of our test kits. They have no further information and will not be able to help you.
We are extremely sorry for any inconvenience caused.
Dr Zubair Ahmed
Medicspot CEO and Co-founder