1. Ski Holidays - FAQ Sunweb Winter
  2. Complaints
  3. Filing a complaint

FAQ

Filing a complaint

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.

The complaint should be sent through to:

E-mail: customercare@sunweb.co.uk
General Sunweb phone number: +442031708206

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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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 and Sat 9am-4pm). During your holiday, 24 hour assistance will be available.

Customer Service

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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 and Sat 9am-4pm). 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