Updated: 24th September 2020 15:30pm.

(1) Coronavirus / COVID-19 - Important Information.

For information regarding current travel requirements click here

Due to the ongoing uncertainty caused by the coronavirus (COVID-19) pandemic, there have been changes to some holidays booked from today up until the 31st October 2020. Please find the details below.

In light of the Foreign, Commonwealth & Development Office (FCDO) 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 policies outlined below, to which we will be cancelling these today and you will be issued a Government backed ATOL protected credit note within the next 48 hour period (further details advised in section 4):

(2) Package (Flight & Hotel) bookings:

• For our customers travelling up to and including 11^th October 2020, your booking has been cancelled, flying with ALL airlines to: all Spain areas (Mainland, Balearics & Canaries), all Croatia, all Egypt, all France, all Morocco, all Malta (Malta, Gozo & Comino), all Bulgaria, Tunisia, Greece (ONLY: Mykonos, Crete, Santorini, Zante/Zakynthos and Lesvos) and Portugal (Algarve only)

• For our customers flying to Spain Canaries (Tenerife, Lanzarote, Fuerteventura & Gran Canaria only) with Jet2 up to and including 17^th October 2020, your booking has been cancelled.

• For our customers flying to Portugal (Algarve only) with Jet2 up to and including 31^st October 2020, your booking has been cancelled.

• For our customers flying to Greece (Crete and Zante/Zakynthos ONLY) with Jet2 up to and including 31^st October 2020, your booking has been cancelled.

• For our customers flying to Spain (Reus, Ibiza & Menorca only) with TUI up to and including 31^st October 2020, your booking has been cancelled.

• For our customers flying to all Balearics-Spain (Majorca, Ibiza & Menorca only) with Jet2 up to and including 30^th November 2020, your booking has been cancelled.

• For our customers flying to Mainland Spain (Malaga, Alicante, Barcelona, Reus & Girona only) with Jet2 up to and including 31^st October 2020, your booking has been cancelled.

• For our customers flying to Croatia (Dubrovnik & Pula) with Jet2 up to and including 31st October 2020, your booking has been cancelled.

• For our customers flying to Funchal (Madeira) with TUI up to and including 31^st October 2020, your booking has been cancelled.

• For our customers flying to all Morocco (Marrakech & Agadir) with TUI up to and including 10^th October 2020, your booking has been cancelled.

• For our customers flying to Tunisia with TUI up to and including 31^st October 2020, your booking has been cancelled.

• For our customers flying to Cape Verde (Sal) with TUI up to and including 11^th October 2020, your booking has been cancelled.

• For our customers flying to Cape Verde (Boa Vista) with TUI up to and including 31^st October 2020, your booking has been cancelled.

• For our customers flying to Bulgaria (Bourgas & Varna) with TUI, BALKAN and JET2 up to and including 31^st October 2020, your booking has been cancelled.

• For our customers flying to Mexico (Cancun) with TUI up to and including 31^st October 2020, your booking has been cancelled.

• For our customers flying to Dominican Republic (Punta Cana) with TUI up to and including 31^st October 2020, your booking has been cancelled.

• For our customers flying to Florida with TUI up to and including 30^th November 2020, your booking has been cancelled.

If your booking is due to depart after the above stated cancelled dates: your booking will proceed as normal unless we are notified by your booked airline of any flight operation change which we will notify our customers affected upon receiving communication from the airline.

(3) 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 for:

• All Spain (Mainland, Balearics & Canaries), all Croatia, all Egypt, all France, all Morocco, all Malta (Malta, Gozo & Comino), all Bulgaria, Tunisia, Greece (ONLY: Mykonos, Crete, Santorini, Zante/Zakynthos and Lesvos) and Portugal (Algarve only) due to travel up to and including 11^th October 2020
• Spain Canaries (Tenerife, Lanzarote, Fuerteventura & Gran Canaria only) due to travel up to and including 17^th October 2020 (only if you have your own flight confirmed directly with Jet2)
• Portugal (Algarve only) due to travel up to and including 31^st October 2020 (only if you have your own flight confirmed directly with Jet2 to Faro)
• Greece (Crete & Zante/Zakynthos), due to travel up to and including 31^st October 2020 (only if you have your own flight confirmed directly with Jet2 to Heraklion, Chania or Zante/Zakynthos)
• All Mainland Spain (Malaga, Alicante, Barcelona, Reus & Girona only), due to travel up to and including 31^st October 2020 (only if you have your own flight confirmed directly with Jet2)
• Spain (Reus, Ibiza & Menorca only), due to travel up to and including 31^st October 2020 (only if you have your own flight confirmed directly with TUI)
• All Balearics-Spain (Majorca, Ibiza & Menorca only) due to travel up to and including 30^th November 2020 (only if you have your own flight confirmed directly with Jet2)
• Croatia (Dubrovnik & Pula) due to travel up to and including 31st October 2020 (only if you have your own flight confirmed directly with Jet2)
• Morocco due to travel up to and including 10^th October 2020 (only if you have your own flight confirmed directly with TUI to Agadir or Marrakech)
• Cape Verde due to travel up to and including 11^th October 2020 (only if you have your own flight confirmed directly with TUI to Sal)
• Cape Verde due to travel up to and including 31^st October 2020 (only if you have your own flight confirmed directly with TUI to Boa Vista)
• Mexico (Cancun area) due to travel up to and including 31^st October 2020 (only if you have your own flight confirmed directly with TUI to Cancun)
• Dominican Republic due to travel up to and including 31^st October 2020 (only if you have your own flight confirmed directly with TUI to Punta Cana)
• Florida (Orlando area) due to travel up to and including 30^th November 2020 (only if you have your own flight confirmed directly with TUI to Orlando)
• Bulgaria due to arrive up to and including 31^st October 2020 (only if you have your own flight confirmed directly with TUI, Jet2 and Balkan to Bourgas or Varna)
• Madeira (Portugal) due to arrive up to and including 31^st October 2020 (only if you have your own flight confirmed directly with TUI to Funchal)
• Tunisia due to arrive up to and including 31^st October 2020 (only if you have your own flight confirmed directly with TUI to Enfidha)

If the above points in this section (3) are applicable to yourself and you have your own flight booked with an above named airline, then we will ONLY cancel any accommodation-only booking with your prior approval and also upon us receiving confirmation of the respective airline recent confirmation. We ask that you let us know as a matter of urgency for this, as you may wish to rearrange your own alternative flights and still travel.

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.

(4) My booking has been cancelled, what's next?

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.

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 Government backed 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 January 2021.

The new booking can depart anytime between 24th September 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 mentioned ATOL Protected Refund Credit Note is not acceptable by yourself you can exchange this for a refund which we will contact you accordingly once you have notified us of you requiring a refund option.

*Our call centre can provide further details on request.

(5) I don't want a credit note / I want to change my dates / cancel my holiday, what should I do?

If the credit note 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 departing immediately AFTER the cancellation dates relevant to the destinations stated above in section 2, then normal Terms & Conditions currently apply.

To discuss alternative dates/destinations or wish to cancel pleaseclick here and one of our team will contact you.

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.

(6) I haven't received a response?

Our response times are unfortunately taking a lot longer than usual which is due to an extremely high volume of customer queries. As well as this, contacting relevant booking suppliers for specific booking queries are resulting in hold times of 4 hours or more, to which this contributes to us not having the level of available agents to speak by phone. Please do not contact us and wait to be contacted by a member of our Customer Service team.

Kind regards,

The Sunmaster team.