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    • U.S. DEPARTMENT OF STATE -19 Frequently Asked Questions

    By on April 7, 2020
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    COVID-19 Frequently Asked Questions
    As part of our ongoing efforts to assist U.S. citizens overseas, we’ve assembled the following list of frequently asked questions related to #COVID19:
    Q: I am a U.S. citizen trying to return home, but I cannot find a flight/borders are closed. What do I do?
    A: Please enroll at step.state.gov and monitor the U.S. embassy’s website for updates. They may have instructions for expressing interest in future flights.
    Q: I enrolled in the Smart Traveler Enrollment Program (STEP) and keep checking the embassy/consulate website. Is there anything else I can do?
    A: We are working around the clock to help U.S. citizens return home. Keep checking the website/STEP notifications – we will share information as it becomes available.
    Q: I have a commercial flight scheduled soon. Will it happen?
    A: Many commercial air carriers are changing or canceling flights with little advance notice. Refer to your air carrier’s website for the latest information on the status of your flight.
    Q: Should I just go to the airport even if I don’t have a confirmed flight?
    A: In most cases, no. Refer to the instructions provided by the nearest U.S. embassy/consulate. In some cases, they must coordinate with the local authorities before you can travel to the airport.
    Q: I see there are some commercial flights still operating, but should I wait for a flight arranged by the U.S. embassy/consulate?
    A: No, you should arrange to depart immediately via commercial options as long as they remain available, unless you are prepared to remain abroad for an indefinite period of time.
    Q: What about my family member with health problems? Will they be able to depart on an earlier flight?
    A: U.S. citizens at higher risk from the virus – adults age 65+ and people of any age with underlying health issues – are being prioritized for repatriation flights.
    Q: Can the State Department/U.S. embassy/U.S. consulate help me book a flight with a commercial or charter air carrier? What about getting a refund for my flight or hotel?
    A: No, you should contact the service provider directly to purchase tickets and/or request a refund unless instructed otherwise.
    Q: I have a trip planned this summer. Should I cancel it?
    A: We cannot speculate on future travel. The situation remains fluid. Continue to monitor travel.state.gov and refer to the current Global Level 4 (Do Not Travel) Health
    Advisory: https://travel.state.gov/content/travel/en/traveladvisories/ea/travel-advisory-alert-global-level-4-health-advisory-issue.html
    Q: I am having issues enrolling in the Smart Traveler Enrollment Program (STEP).
    A: Please try clearing your browsing history and using Internet Explorer 11 or Google Chrome. You can also check the U.S. embassy/consulate website for alerts and follow us on social media for updates.
    Q: I enrolled in the Smart Traveler Enrollment Program (STEP), but I am having issues logging on. What should I do?
    A: Please click the “Contact Us” link at the bottom of the website and submit a request for assistance using the form provided.
    Q: There are no direct flights to the U.S. from my current location. What can I do?
    A: You may be able to secure a connecting flight to the U.S. via by transiting another destination. Be aware flights are being cancelled with little notice and note any quarantine requirements/entry restrictions.
    Q: Why am I no longer receiving Smart Traveler Enrollment Program (STEP) notifications?
    A: Log in and check your travel dates under account settings. The system will not send updates beyond your departure date. Change it to “indefinite” or a future date to keep receiving notifications.
    Q: I am expecting an email from the U.S. embassy/consulate, but I haven’t received anything yet. What should I do?
    A: Please periodically check your spam and/or junk email folders to see if the message was diverted there instead of your inbox.
    Q: How do I tell the U.S. embassy/consulate I am interested in a repatriation flight?
    A: Many U.S. embassies/consulates have established secure online forms for this purpose. Others may request you to send and email with specific information instead. Check recent alerts on the embassy/consulate website for instructions.

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