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Coronavirus / COVID-19 - Important Information

Coronavirus / COVID-19 - Important Information

Updated: 25th May 2020 15:00pm

If you are due to travel up until 21st June 2020 and have any additional queries, please complete the request form.

The COVID-19 (coronavirus) outbreak has created an unprecedented and challenging situation, and many of you are anxious about what it means for the flights and holidays you have booked with us.

At Sunmaster we’re doing everything we can to help you, and are working with our suppliers to answer the many questions and enquiries you have been sending us. We wish to reassure you that, while we know these are difficult circumstances and we appreciate your patience, the full resources of dnata Travel Group – a worldwide family of well-established travel businesses of which Sunmaster is a part – are focused on helping you, and thanks to our ATOL bonding, your money is safe.

In light of the Foreign & Commonwealth Office decision to implement exceptional advice against all but essential travel worldwide for an indefinite period, we are taking steps to protect both our customers and our business in a sustainable way. We are therefore applying the following policies for customers due to travel with certain airlines as of today's date up to and including 21st June 2020 to which we will advise those affected customers by email.

If you are due to travel during that period, please do not call us. Our team will be in contact to discuss your options. There is a very large number of enquiries for us to get through, so please be aware it will take time. You are not being ignored, and we thank you for your patience and understanding.

Package (flight & hotel) bookings:

We are withdrawing all package holidays bookings (flight & hotel booked on the same day) due for travel as of today’s date up to and including 21st June 2020.

As a valued customer we appreciate your continued support and would encourage a future booking. We will therefore automatically issue customers holding an affected booking with a ATOL Protected Refund Credit Note.

ATOL Protected Refund Credit Note terms and conditions:

  • The ATOL Protected Refund Credit Note covers the full value of monies paid against your booking reference (less any previous refunds if applicable)
  • If we have only received part payment on the original booking then we will only credit the amount received to date.
  • The new booking can be made immediately up until 31 October 2020.
  • The new booking can depart anytime between 01 Sept 2020 and 31 October 2021, some airlines have extended travel for departures after this date*.
  • If the new booking is of a higher value than the original, all additional costs must be paid.
  • If the new booking is of a lower value than the original no cash refund will be due however we will issue a further ATOL Protected Refund Credit Note.
  • The ATOL Protected Refund Credit Note is only applicable and redeemable by the lead name stated.
  • If the above is not appropriate, then we may be able to apply for a refund with the relevant supplier/s, however this will take several months due to booking volumes and supplier/s refund processes.

*Our call centre can provide further details on request.

If this option isn’t suitable for you, we will endeavour to seek a refund from our suppliers on your behalf. Details of how to claim a refund will be contained in the email we send when we issue your ATOL Protected Refund Credit Note.

If you have a booking and are due to travel on or after the 22nd June 2020, normal Terms & Conditions currently apply. If you wish to discuss alternative dates / destinations or wish to cancel please click here and one of our team will contact you. Please include your departure date and booking number (starting T3127/XXXXXX) in the subject header.

We will work through all requests on the date of departure order. Please note this may take several weeks due to the high demand and various supplier/s implemented policies.

Accommodation-only bookings:

We understand there’s a possibility that you may be unable to travel to your chosen destination and therefore use your accommodation stay. We are therefore withdrawing all accommodation-only bookings due to travel up to and including 21st June 2020. As we are acting as an agent we will endeavour to seek a refund from the accommodation supplier on your behalf. Once we have more information from the supplier we will be in touch to confirm the next steps.

The Sunmaster team.

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