If you have a complaint about your holiday with Sunweb, you must first contact the Sunweb guide at your destination. Please check your travel documents for their contact information. If you are not satisfied with your accommodation in any way, in addition to contacting your Sunweb guide, please also report this immediately to the reception of your accommodation. If your destination does not have a Sunweb guide, please contact our customer care team to communicate your complaint.
If your complaint has not been dealt with to meet your satisfaction, then it is essential that you fill in a complaint form whilst you are still at your destination. This form, accompanied by motivation in writing, should then be reported via email. At the latest Sunweb must receive this within 1 month after your holiday has finished. Sending the complaint form without any further evidence will not be sufficient to have your complaint investigated further. If you have already returned home you do not need to fill in a complaint form, only sufficient evidence.
We are a Member of ABTA, membership number Y3497. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. If we can’t resolve your complaint, go to www.abta.com to use ABTA’s simple procedure.
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