Spotlight: What are our customers saying?
Can't comment on cancellation policy as not affected. We had a January 2020 party of 4 ski trip to Andorra. We were a bit sceptical when booking as the price was the same as previous trip (differe...Read on
Had a lovely time, hadn't been in a while and the customer service lot made it very smooth. Had a few issues with airport pickup and the booking of some extras at the resort but they were quick wit...Read on
it is better to travel alone or with other companies. this company can just suddenly cancel the reservation, and then not pick up the phone. they will add problems to your vacation. they are superf...Read on
Avoid this company. They will ignore you if there is a problem, refusing to answer any correspondence.Read on
Appalling behaviour from this company. Send you T&C's when you book the holiday that clearly state if they have to cancel the holiday due to an epidemic they won't pay out compensation but WIL...Read on
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Andorra Ski Trip
Can't comment on cancellation policy as not affected.
We had a January 2020 party of 4 ski trip to Andorra. We were a bit sceptical when booking as the price was the same as previous trip (different provider) but also included the lift pass, so a saving of 280euros each from last year.
We booked the Hotel Himalaya (half board) so we knew we were safe there with comfort and location etc but was on sure of the rest i.e transfers, were the lift passes really included etc.
It turned out to be flawless experience, picked up in a small luxury coach, given lift passes and didn't get pestered for any additional sales pitch.
If we get out of this Covid19 mess and flights start happening, we will be using them again next season.
Trip to Tignes
Had a lovely time, hadn't been in a while and the customer service lot made it very smooth. Had a few issues with airport pickup and the booking of some extras at the resort but they were quick with resolution. Really felt look after, I'll be booking with them again if we go skiing again.
Dont trust this company. They will take your money, but wont refund it if anything goes wrong.
You have been warned.
Fully agree with Michael. I believe also that fake 5 star reviews are now appearing on Trustpilot.
by private-equity firm Triton.
which owns sunweb, read more by searching for sunweb + Trinton.
complain here: www coronavirus-business-complaint service gov uk
put dots where the spaces are
Refund Credit Notes
Refund Credit Notes are financially protected
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
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.
The financial protection in your original booking:
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.
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.
The important part to their wall of text is: "Based on the EU Package Travel Directive, customers have the right to request a full ash refund to be paid within 14 days.."
What about the part that says "click here to read the instructions on how to redeem your Refund Credit Note" !! Thousands of people consider they have already asked for a refund!!
it is better to travel alone or with other companies. this company can just suddenly cancel the reservation, and then not pick up the phone. they will add problems to your vacation. they are superfluous.
Avoid this company. They will ignore you if there is a problem, refusing to answer any correspondence.
Ski holiday - Les Deux Alpes
Appalling behaviour from this company. Send you T&C's when you book the holiday that clearly state if they have to cancel the holiday due to an epidemic they won't pay out compensation but WILL refund your holiday. But when this come to reality they refuse to do that and instead offer a voucher not covered under APTA for a holiday in 12 months time. You can bet anything had this not happened and I had to cancel due to unforeseen circumstances they would have made me follow their T&C's to the letter. I'm certain legal action will follow here and refunded amounts will have to be paid. all they have done in the process is massively devalue their brand by the way they've behaved
Terrible company, I have also along with other been offered a corona voucher which is only on offer I haven't received one at all together with their ignorance and greed.
Atrocious. Coronavirus caused holiday cancellation and despite terms stating a refund will be provided with 2 weeks of any such event, they instead refused, shut down phone lines, send out an email offering a 'coronavoucher' for a future holiday next year. If that can't be booked they take your money
Took my booking and money just fine, then they had to cancel everything due to coronavirus crisis and now won't refund but instead have given me a voucher. to use against a future holiday - it isn't transferable so if I can't go they get to keep our money!!! What a way to treat customers in a time of massive upheaval, will not use again. Disgusting AND illegal.
put dots where the spaces are as links aren't allowed, this is where we all need to log our complaints: www coronavirus-business-complaint service gov uk
Avoriaz ski trip
Booked for 10 people to go to Avoriaz in Novemebr, departing the end of January. Due to their policy of maximum of 9 bookings (no telephone bookings available) I had to do it over 2 bookings. One 6 booking, one 4.
There was confusion with one of the booking which was changed in November. Numerous phone calls to address this issue as their email takes over 48 hours to reply and a different person everyday. Dates were changed and booked everything then. Both groups agreed via telephone that it was all sorted. Had an email 3 weeks later to say half the booking was due. They had booked me on the wrong dates with the hotel (flights were the correct date).
Again had to phone and an email trail correctly showed that it was their error, they apologised and assured me that it was all fine. Came to the week of the ski holiday and one of the bookings travel information had delivered. One had not, again phoned to chase up the failed document delivery, again was told it was all sorted and they were sent manually. Landed in Geneva on the day of travelling only to find out that they had only booked transfers for 6 out of 10 of the group. The other 4 had to wait until the company they hired sorted it, no thanks to sunweb. We landed in Geneva 21:30 and did not arrive in Avoriaz until 02:30 (original ETA 22:30).
Arrived at the accomodation and everything was closed and could not have a room for the night despite our booking saying so. I had spoken to their rep at the hotel as they asked about ski passes, I stated we were not arriving until the early hours and could they leave the passes at reception. They agreed. Spent the first night in one room as a group of 10.
It is now Tuesday (arrived Sunday) and I have heard nothing from sunweb regarding their errors, what a terrible company and their customer service is diabolical.
All they do is take your money and pay other companies to do their work for them, do not waste your time with this company and just book it all yourself. They are uncontactable, will hide behind their T+C's and will be unaccountable for everything.
Avoid at all costs.
Clearly dissatisfied with child with ASD
not pick up at airport had to pay to get a taxi after waiting
lost of days due to flights cancelled
lack of support customer care
out of four day break only one day snowboarding
hotel no room available on arrival
food late in the evening
not special needs friendly