Questions and Answers

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.

Austria

All holidays up to and including 22 March 2021 are cancelled. 

Andorra
All holidays up to and including 22 March 2021 are cancelled.

France

All holidays up to and including 22 March 2021 are cancelled.

Italy
All holidays up to and including 22 March 2021 are cancelled.

Switzerland

All holidays up to and including 22 March 2021 are cancelled.

All other holidays remain unaffected. 

We will continue to monitor all developments and follow advice from both GOV UK and international authorities. 

Next steps for your affected holiday

We are currently informing all customers impacted by the cancellations via email. Please be assured all our holidays are financially protected. 

All affected customers are given the opportunity to rebook their trip. You also have the option to receive the total amount already paid as a credit note that can be used to rebook your holiday to any destination within a year and with a departure date of your choice. It is also possible to cancel your trip free of charge with our Cash Refund Guarantee. You will receive your refund within 14 days.
If only a deposit has been processed at the time of cancellation, you will not be required to pay the remaining balance.

Hearing from Sunweb about your affected holiday
We will contact you
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 always ensure that our frequently asked questions include all the relevant information you will need. We also recommended that you follow the advice from the relevant local and international authorities

We understand that you would prefer to know as soon as possible where you stand and what options you have. We want to emphasise that we are working as quickly as possible to provide you with the most relevant and up to date information. We are continuously working with our partners in combination with authorities to keep all our customer safe. 

If you expect your holiday has been cancelled due to COVID-19 and have not yet received an email, please be patient. We will contact you as soon as possible. We also recommend you check your junk/spam folder.