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FAQ

How can I contact a doctor while on holiday?

To give all our customers complete peace of mind during their holiday we have launched, in collaboration with AXA, the holiday doctor. Via the Sunweb App, you can now easily arrange an online video consultation with an English speaking doctor. An online doctor is available 24 hours a day to assist Sunweb customers with any medical concerns they may have, always via video consultation. 

How does it work? 
  • Simply open the Sunweb app via your smartphone, tablet or laptop.
  • Go to the menu and click on 'holiday doctor'.
  • Here you will see a telephone icon. Click this icon to be connected to arrange an online consultation with a doctor. 

These calls are conducted via a UK telephone number. After a short telephone conversation, a consultation with a doctor will be arranged within, approximately, 30 minutes. The doctor will discuss your complaints and make a diagnosis. After they have made their diagnosis they will offer their recommendations and if need will write a prescription which will be made available to you via the e-health platform.

About a telephone consultation via the Sunweb app

Is using the holiday doctor for a telephone consultation different from physical consultation with a general practitioner?

The only difference between a telephone consultation and a physical consultation is that the conversation will happen virtually. 
You will still speak to a general practitioner where you can seek medical advice and treatment options if needed. 

Is the holiday doctor an emergency service? 

No, the holiday doctor and a telephone consultation is not an emergency service. In the case of a medical emergency, we strongly recommend that you immediately call the local emergency service. 
Only if you are unsure or have concerns about your current health status, should you use the holiday doctor. You can access the telephone consultation service via the Sunweb app where you will have a consultation from a doctor who will provide you with medical guidance or refer you to the local emergency service.

In which medical cases should I use the holiday doctor? 

The holiday doctor includes a wide range of medical specialists. It is suitable for cold and flu symptoms, allergies, upper respiratory infections, skin problems, orthopaedics, pediatric problems, prescription renewals, scans and blood tests.

How does the holiday doctor work?

Do I have to pay to use the holiday doctor for a telephone consultation? 

No, the use of the holiday doctor is free. You have access to an unlimited number of telephone consultation. 

Will I be reimbursed for my medical expenses? 

Yes, in accordance with the terms of your travel insurance policy. We always recommend you check your travel insurance policy for charges for medical expenses as exclusions are the same, even if you use the holiday doctor.

How do I get a prescription? 


If during your consultation the doctor prescribes a prescription, this will either be delivered to you or available for collection. The doctor will advise on which applies to you within the local regulations of the country you are located in. 

Is my data safe and secure?

Protecting and securing access to your personal information is our priority. Our service is fully compliant with applicable laws and regulations of each jurisdiction, and in particular with the General Data Protection Regulation (EU) 206/679 (“the GDPR”). For more information, see the legal information under 'About' in the Sunweb App or you can access the data privacy policy over the phone. 

 

Where can I find the holiday doctor?

How can I get my access code? 

Your access code is available in the Sunweb App 
Download the app in Google Play or App store.
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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). 

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Call us on 020 3170 8206 (Mon-Fri 9am-5pm).

During your holiday, 24 hour assistance will be available.

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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).

During your holiday, 24 hour assistance will be available.

Click here to view our adjusted opening hours and exceptions

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