I cannot accept the Refund Credit Notes. What are the next steps? - updated 24.4.2020
The exceptional circumstances that we and the entire travel industry have found ourselves in, we have all had to make extremely difficult decisions on a global level. For Sunweb, this resulted in the issuing of Refund Credit Notes which are financially protected by ABTA & SGR. By accepting the Refund Credit Note, our valued customers can play an important role in keeping the travel industry afloat in addition to having a holiday to look forward to.
If you are unable to find and book a suitable holiday within the time frame set by our guarantee funds ABTA or SGR, you can request a refund from Sunweb. Any cash refund will be transferred by the expiry date. Based on the EU Package Travel Directive, customers have the right to request a full cash refund to be paid within 14 days of the cancellation date where a holiday is cancelled as a result of “unavoidable and extraordinary circumstances”. However, as organisations are waiting on refunds from their suppliers and do not have the cash to immediately provide these refunds, an alternative solution has been found by offering customers a Refund Credit Note. You do have the right to refuse the Refund Credit Note according to the guidelines set by ABTA. If you do this we will refund you as soon as possible, however, due to the exceptional circumstances and volume of cases the time limit is currently suspended.
Click here to view more info about Refund Credit Notes
Click here If you booked a ABTA protected self-drive holiday
Click here if you booked a SGR protected flight-inclusive holiday
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