I cannot accept the Refund Credit Notes. What are the next steps? - updated 22.12.2020
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 here. If you do this we will refund you as soon as possible. For Refund Credit Notes issued for cancelled holidays in the 19/20 winter season, and requested before 14/12/2020, we will ultimately refund you by 31st December 2020. For refund requested on or after 15/12/2020 you will receive a confirmation email of your refund date after this has been processed. 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 you can request your refund via your My Sunweb account and we will refund you as soon as possible.
If youopt for a cash refund,the refund will equal theactual value of your credit note. The extra 10% is an incentive and will not be included in the cash refund.
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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