1. Ski Holidays - FAQ Sunweb Winter
  2. Refund Credit Notes
  3. I cannot accept the Refund Credit Notes. What are the next steps? - updated 24.4.2020

FAQ

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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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