Questions and Answers

Top 5 Questions & Answers!

Cash Refund Guarantee

Are you still planning on booking a ski holiday this 2020-2021 winter season but are concerned that you will not get your money back if the situation changes with regards to COVID-19? Do you have a Refund Credit Note and are hesitant to rebook because you don't want to get another one as a result of COVID-19? If so, there is no need to worry! At Sunweb, we may not know what the official travel advice will be but we have been working hard to make sure the run-up to your holiday is as stress-free as possible. 

The cash refund back guarantee applicable for all bookings during the winter 2020/2021 season. Even if the travel industry is legally allowed to offer alternatives, such as Refund Credit Note, with the cash refund guarantee you will get your payment refunded within two weeks after your trip has been cancelled. 

View all the terms & conditions for the cash refund guarantee.




Do I have to make my payment if I am unsure if my holiday will go ahead?

We always require a deposit for your holiday, however due to the exceptional circumstances, we have temporarily extended the final payment due date from 6 weeks to 2 weeks before your departure date


If your holiday is cancelled you do not need to pay the outstanding balance. If your holiday is due to continue the final balance is then due 2 weeks before departure. Please be assured all our holidays are financially protectedIf your holiday is cancelled with 2 weeks of departure will receive the total amount already paid as credit which can be used to rebook your holiday within one year to any destination and with a departure date of your choice.

If your holiday is covered by our Cash Refund Guarantee, you will receive your refund within 14 days.

How much is the deposit?

At Sunweb, the general deposit is 30% of the total price. The remaining balance is due 6 weeks before departure.  Please note there are differences between bookings with or without flights:   

Self-drive packages 
30% of the holiday price = deposit 
 
-If flights are not included in your booking only the standard 30% deposit is due. Your deposit is payable once your booking is confirmed and you have received your invoice. Your deposit is not required at this stage of the booking process. If you book your holiday within 6 weeks of departure, the full amount will be due immediately upon receipt of the invoice. 
 
Flight packages 
30% of the holiday price + 100% of the flight price = deposit 

-If flights are included in your booking, you will be required to pay for these in addition to the standard deposit, before your booking is confirmed. You will be requested to pay this amount as part of booking step 4. If you book your holiday within 6 weeks of departure, the full amount will be payable to confirm your holiday. 

If I accept a Refund Credit Note, will I lose my right to a cash refund? - updated 4.12.2020
No. A Refund Credit Note preserves your right to a cash refund, which can be redeemed at the latest at the expiry date of the note. For more information about Refund Credit Notes and refunds, please take a look at the other frequently asked questions or the Refund Credit Notes information page on our Sunweb website.

It is important to note that if you opt for a cash refund, the refund will equal the actual value of your credit note. The extra 10% is an incentive and will not be included in the cash refund.   
When will I hear if my holiday is cancelled?

We kindly ask that you do not contact us. We are working methodically by contacting all our customers based on priority regarding both departure date and urgency. 


We will adjust the information both in our FAQS and on our website as soon as we receive any updates from local or international authorities which affect a particular holiday destination


We are currently working hard to help all Sunweb customers, who have been affected by the new measures introduced, in the best possible way. In the interest of our customers and to ensure that this proceeds as smoothly as possible, you will find below information regarding communication with Sunweb Group. We would like to ask for your cooperation and thank you for your patience and understanding.

  • We will contact you. We contact our customers based on priority regarding both departure date and urgency. 

  • We ensure our FAQs and destination information is always up to date. We recommend you also follow the travel advice set by GOV.UK.

Are you still looking for answers to your questions?

My Sunweb

If you have booked a holiday with Sunweb, you will have a My Sunweb Account. You can view your invoice, pay for your holiday and download your tickets. 

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Email

Send an email to info@sunweb.co.uk and one of our agents will reply as soon as possible. Please include your booking reference number (if you have one). 

Send email

Call us

Call us on 020 3170 8206 (Mon-Fri 9am-5pm).

During your holiday, 24 hour assistance will be available.

Customer Service

Facebook

Add us on Facebook to stay up to date with the latest competitions and updates from the slopes. During office hours, our agents are here to help. 

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Are you still looking for answers to your questions?

My Sunweb
If you have booked a holiday with Sunweb, you will have a My Sunweb Account. You can view your invoice, pay for your holiday and download your tickets. 

Login

Email
Send an email to info@sunweb.co.uk and one of our agents will reply as soon as possible. Please include your booking reference number (if you have one). 

Send email

Call us

Call us on 020 3170 8206 (Mon-Fri 9am-5pm).

During your holiday, 24 hour assistance will be available.

Customer Service

Facebook
Add us on Facebook to stay up to date with the latest competitions and updates from the slopes. During office hours, our agents are here to help. 

VIEW PAGE