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
✔ IS NOT a holiday voucher - holiday vouchers do not have financial protection
✔ You can use your Refund Credit Note as a payment method in the booking process
✔ Travel with peace of mind with our Repatriation Guarantee. We promise to get you home safe & sound
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.
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 you can request a refund via your My Sunweb account and we will then refund as soon as possible. For refunds requested on or after 15/12/2020 you will receive a confirmation email of your refund date after this has been processed.
If your original holiday did not include a flight, please click here. Or if your original holiday included a flight, click here to read the instructions on how to redeem your Refund Credit Note. If you would like to check the balance of your Credit Note, scroll down to the bottom of this page.
