General information regarding the Refund Credit Notes - updated 20.7.2020
Terms and conditions & redeeming the Refund Credit Note
If your holiday has been cancelled by Sunweb due to unavoidable and extraordinary circumstances due to the coronavirus, you will receive a Refund Credit Note to book a new holiday with us.
- You can be confident that your Refund Credit Notes were issued with full financial protection.
- We promise that you will be able to rebook the same holiday for the exact same price using your financially protected Refund Credit Note with our Price Guarantee.
- If you had a self-drive package holiday booked with Sunweb please click here for further information.
- If you had a flight-inclusive package holiday booked with Sunweb please click here for further information.
Can I share the value of my Refund Credit Note with my travel companions?
Yes, you can. Refund Credit Notes have been awarded to the lead booker. It should, therefore, be protected against any unauthorised use. If you detect unauthorised use you must report this to us immediately. If however your original holiday was booked as part of a group and you would now like to redeem your Refund Credit Note separately you can make your booking online using a partial amount of your Refund Credit Note. As soon as the Refund Credit Note has been applied to a booking which has not been made in the lead bookers name we will send you an email at the same time for verification. You will have 14 days to object the usage of the Refund Credit Note. For more information about redeeming your Refund Credit Note, please click here.
I cannot accept the Refund Credit Note. What are the next steps?
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.
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 the time limit will currently exceed the 14-day window we kindly ask for your understanding.
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