If your original booking was booked on a self-drive basis, it is financially protected by ABTA. You can read more information about the terms here. If your original booking included flights, please view this page for more information about the financial protection afforded to your original holiday and Refund Credit Notes.The ABTA-protected Refund Credit Notes have an expiry date that is linked to our financial protection by ABTA. The current coverage protects our Refund Credit Notes until March 31st, 2021.
The Refund Credit Note must be redeemed before the expiry date. However, the date of your holiday does not have to fall within this period to be valid. The Refund Credit Notes are valid for a booking to any destination with a departure date of your choice from the available packages. If you are unable to find and book a suitable holiday before the expiry date, you can request a refund via your My Sunweb. If you do this we will refund as soon as possible. For Refund Credit Notes issued for cancelled holidays in the 19/20 winter season we will ultimately refund you by 31st December 2020.
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. All refund requests can be processed via your My Sunweb account, if you do this we will refund as soon as possible. For Refund Credit Notes issued for cancelled holidays in the 19/20 winter season we will ultimately refund you by 31st December 2020. Due to the exceptional circumstances the time limit will exceed the 14-day window and we kindly ask for your understanding.
Click on the button below to read all the conditions. Please note that this form can only be used if you have received the Refund Credit Note from us. Please enter the name of the lead booker.