General information regarding the Refund Credit Notes - updated 22.12.2020
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.
-The value of your Refund Credit Note will be worth 10% more than the origional value. This bonus was added to your credit note on 31/8/2020 and is visible in My Sunweb. This bonus applies to all bookings that were impacted by the virus.
- The Terms & Conditions are dependant on your financial protection.
For Refund Credit Notes for self drive bookings protected by ABTA click here.
For Refund Credit Notes for flight bookings protected by SGR click here.
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 want a refund. What are the next steps?
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 choose to reject your credit note please email our customer service team to inform us. 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. Due to the exceptional circumstances the time limit will currently exceed the 14-day window we kindly ask for your understanding. You can request your refund via your My Sunweb account.
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. A refund can be requested at any time up until expiry date of the Refund Credit Note.
- 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.
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