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After Sales/Customer Services

After Sales open until: 5:30pm today.

Updated: 23rd October 2020 2pm.

(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 and including various departures throughout 2020 and 2021. 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 Refund Credit Note within the next 48 hour period (further details advised in section 4):


(2) Package (Flight & Hotel) bookings:


  • For our customer who booked on or after the 17th September 2020, your holiday may still be able to go ahead, and we shall be in contact with all customers accordingly and in due course. If you booked before the 17th September 2020 for our customers travelling up to and including 8th November 2020, your booking may have been cancelled. Please review the following below points.
  • For our customers travelling up to and including 8th November 2020, your booking has been cancelled, flying with ALL airlines to: Spain (Balearics & Mainland Only), all Croatia, all Egypt, all France, all Morocco, all Malta (Malta, Gozo & Comino), all Bulgaria, Tunisia, all Turkey, all Italy, Portugal (Mainland Only), Hungary, Dubai, USA, Jamaica and all Mexico.
  • For our customers flying to Mainland Spain (Malaga & Alicante ONLY) with Jet2 up to and including 10th February 2021 your booking has been cancelled.
  • For our customers flying to Majorca (Palma ONLY) with Jet2 up to and including 10th February 2021 your booking has been cancelled.
  • For our customers flying to Portugal (Faro-Algarve ONLY) with Jet2 up to and including 10th February 2021 your booking has been cancelled.
  • For our customers flying to all Turkey (Bodrum, Dalaman & Izmir ONLY), with Jet2 up to and including 14th Nov 2020, your booking has been cancelled.
  • For our customers flying to Malta (Malta, Gozo & Comino) with Jet2 up to and including 13th February 2021 your booking has been cancelled.
  • For our customers flying to Greece (Crete ONLY) with Jet2 up to and including 31st 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 30th November 2020, your booking has been cancelled.
  • For our customers flying to Funchal (Madeira) with TUI up to and including 25th October 2020, your booking has been cancelled. This only applies to TUI Airlines flights. If your flight reservation/ticket is confirmed with TUI but using a third-party airline, it will operate as planned.
  • For our customers flying to Cape Verde (Sal) with TUI up to and including 18th October 2020, your booking has been cancelled.
  • For our customers flying to Cape Verde (Boa Vista) with TUI up to and including 31st October 2020, your booking has been cancelled.
  • For our customers flying to Dominican Republic (Punta Cana) with TUI up to and including 31st October 2020, your booking has been cancelled.
  • For our customers flying to Florida with TUI up to and including 30th 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:

  • Spain (Mainland & Balearics ONLY), all Croatia, all Egypt, all France, all Morocco, all Malta (Malta, Gozo & Comino), all Bulgaria, Tunisia, all Turkey, all Italy, Portugal (Mainland Only), Hungary, Dubai, USA, Jamaica and all Mexico, due to travel up to and including 8th November 2020
  • Turkey (Bodrum, Dalaman & Izmir ONLY) due to travel up to and including 14th November 2020 (only if you have your own flight confirmed directly with Jet2)
  • Mainland Spain (Malaga & Alicante ONLY), due to travel up to and including 10th February 2021 (only if you have your own flight confirmed directly with Jet2)
  • Majorca (Palma ONLY), due to travel up to and including 10th February 2021 (only if you have your own flight confirmed directly with Jet2)
  • Malta (Malta, Gozo & Comino), due to travel up to and including 13th February 2021 (only if you have your own flight confirmed directly with Jet2)
  • Portugal (Algarve ONLY), due to travel up to and including 10th February 2021 (only if you have your own flight confirmed directly with Jet2)
  • Greece (Crete ONLY) due to travel up to and including 31st October 2020 (only if you have your own flight confirmed directly with Jet2 to Heraklion or Chania)
  • All Balearics-Spain (Majorca, Ibiza & Menorca only) due to travel up to and including 30th November 2020 (only if you have your own flight confirmed directly with Jet2)
  • Cape Verde due to travel up to and including 18th October 2020 (only if you have your own flight confirmed directly with TUI to Sal)
  • Cape Verde due to travel up to and including 31st October 2020 (only if you have your own flight confirmed directly with TUI to Boa Vista)
  • Dominican Republic due to travel up to and including 31st 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 30th November 2020 (only if you have your own flight confirmed directly with TUI to Orlando)
  • Madeira (Portugal) due to arrive up to and including 25th October 2020 (only if you have your own flight confirmed directly with TUI to Funchal and flying with TUI Airlines NOT a third-party airline reserved through TUI)

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 Refund Credit Note.

Refund Credit Note terms and conditions:

  • The 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.
  • All Refund Credit Notes must be redeemed for either cash or against a new booking by 30th September 2021.
  • The new booking can be made immediately up until 31st January 2021.
  • The new booking can depart anytime between today's updated published date (above) 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 Refund Credit Note.
  • The Refund Credit Note is only applicable and redeemable by the lead name stated.

If the above mentioned 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 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 apply.

To discuss alternative dates/destinations or wish to cancel please click 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.

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