If your holiday was cancelled in light of the unavoidable and extraordinary circumstances due to the COVID-19 outbreak, you will have now received a Refund Credit Note. These exceptional circumstances have forced us to make some extremely difficult decisions. For Sunweb, this resulted in the issuing of Refund Credit Notes which have the same financial protection as the original (cancelled) booking.
A Refund Credit Note for a package holiday explained:
✔ Lets you REBOOK your holiday for a later date
✔ IS financially protected
✔ Gives you the right to a cash refund up to the date it expires
✔ IS NOT a holiday voucher - holiday vouchers do not have financial protection
✔ You can rebook the same holiday for the exact same price with our Price Guarantee
✔ You can use your Refund Credit Note as a payment method in the booking process
A recent statement from ABTA read: “Nobody knows for sure how long the current coronavirus pandemic will last, but we know that we will come out of the other side and we need to ensure that when we do, holidaymakers are still able to book and take their holidays and that there is a healthy and competitive travel industry to support them.” ABTA has further launched a ‘Save Future Travel’ campaign in which they are calling on the government to do whatever it takes to protect the travel industry and customer money.
Sunweb Group agrees with the statement written by ABTA and the importance of protecting our customers' money. This is why Sunweb Group has chosen to issue Refund Credit Notes. This Refund Credit Note entitles our customers to book a package holiday offered by Sunweb Group and is valid for a booking to any destination with a departure date of their choice. We completely understand that some of our customers are unhappy with the arrangements surrounding their holiday refund, but we are asking for understanding during these exceptional circumstances.
In general, Sunweb offers two types of package holidays: including or excluding flights. This is important to mention because if the original holiday included a flight, the holiday is financially protected by SGR. If the package holiday did not include travel, the holiday is then protected by ABTA. The Refund Credit Notes have the same financial protection as the original (cancelled) booking.
Your financially-protected Refund Credit Note must be redeemed by the expiry date. If you are unable to find and book a suitable holiday within the period, you can request a refund from Sunweb. A 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 the time limit will currently exceed the 14-day window we kindly ask for your understanding.