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We are dealing with customers
currently overseas as a priority

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Coronavirus / COVID-19 - Important Information

Coronavirus / COVID-19 - Important Information


Updated: 24th March 2020 13:01pm

If you experience any issues whilst in resort regarding your flight or accommodation please email: [email protected] advising of the booking reference, lead passenger full name and date of departure.

If you are due to travel up until 30th April 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 a 30 day 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 as of today’s date up to and including 30th April 2020.

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 30th April 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 holiday voucher.

Holiday voucher terms and conditions:

  • The full value of the original booking will be held against your booking reference number.
  • If we have only received part payment on the original booking then we will only credit the amount received to date.
  • Any amendment fees on the original booking will not be included in the credit held.
  • The new booking can be made immediately up until 30th September 2020.
  • The new booking can depart anytime between 1st July 2020 and 30th September 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 holiday voucher.

*Subject to supplier. 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 holiday voucher.

If you have a booking and are due to travel on or after the 1st May 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.

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 30th April 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.

Customers already on holiday / overseas:


If you are already on holiday we strongly urge you to contact your airline in the first instance for guidance about what you need to do next, and to understand your airline’s plans to get you home. A list of the airline websites is available below. Due to the fast-moving nature of this event airlines will be announcing their individual response to the crisis and repatriation efforts.

The airline may also be trying to contact you using the information given to them at the time of booking. It is critical that you make sure your contact details are up-to-date and entered into the ‘Manage My Booking’ section of your airline's website. You must contact us via the in resort email on [email protected] advising us of your booking reference, lead surname and date departed, to which our dedicated team will contact you on the contact number you provided in your booking.

The Sunmaster team.

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