Frequently Asked Questions

Please look at the questions below to see if your query has been answered, or alternatively search for a answer.

Before Travelling

Contact Us

Financial Protection

Flights

Holiday Cancellation

Holiday Payments

My Booking

Before Travelling

What destinations require me to buy a visa?


UK passport holders do not require a visa to visit any countries which are a member of the European Community. For all non-UK passport holders, we advise that you contact the embassy of the country you are travelling to discuss your entry requirements, the details of which can be found on the Foreign and Commonwealth Office (FCO) website.
If you are travelling to Turkey, you will be required to purchase an entry visa via the Turkish Government’s website prior to travel. Further visa and passport information can be found at www.gov.uk/foreign-travel-advice.

Will I have to submit Advanced Passenger Information when travelling to Europe?


All passengers are required to submit Advanced Passenger Information (API) prior to travel if your airline requires an online check-in. The check-in details for your flights can be found in the ‘Flights Voucher’ section of your booking confirmation email. For ticketless airlines, this information will be taken from you at the airport on the day of your departure.
Any further information you need when travelling within Europe will be contained in your booking documents.

Contact Us

How do I make a complaint?

During your holiday

Whilst we always strive to ensure our customers have the most relaxing experience possible, we appreciate that our valued customers may occasionally experience issues during their travels. Should you encounter an issue and wish to make a complaint we recommend that you immediately inform a representative of the travel supplier, airline, or hotel reception staff whilst you are abroad. If they are unable to resolve the issue to your satisfaction, we advise that you contact our in-resort helpline, quoting your SUN booking reference, to let us know as soon as possible. If you do not follow this procedure, there will be less opportunity for us to investigate and rectify the complaint on your behalf.


After your holiday

If you are not satisfied upon your return to the UK, you must let our Customer Care team know as soon as possible- the latest we can accept a complaint is 28 days after return. Sunshine acts as an agent and will contact the relevant suppliers, airlines, or hotels on your behalf to try and resolve your complaint as swiftly and satisfactorily as possible.
Please submit your complaint in writing, as per ABTA guidelines, including your SUN reference number and any attachments you may have to [email protected].

I have had no reply to my query - what do I do?

As we have to contact the parties relevant to your complaint, we advise that it can take up to 48 hours to receive a response via ‘My Messages’. If your complaint is urgent, please contact our Customer Service team on 0371 512 2004*.
*Calls are charged at national rate plus network extras.

What do I do if I have a problem on holiday?

In-resort assistance is available 24/7 with our dedicated support line, the details of which can be found on your booking confirmation email. If you have any issues that you cannot resolve with the hotel directly, you will need to make us aware as soon as possible so that we can provide the best assistance possible.
Between 19:00 and 08:00 (GMT), this line is dedicated to in-resort emergencies; therefore we ask that non-urgent calls wait until after 08:00. Please ensure that you have your SUN reference to hand so that we can find your holiday details as quickly as possible.

Financial Protection

Is my holiday protected?

You can travel easy knowing that your holiday is fully covered through our ATOL protection scheme, and that here at Sunshine we go even further than most to ensure your financial protection.
Whether you’ve booked accommodation or your whole holiday through Sunshine, every part of your holiday is financially protected through our UK trust account, meaning we cannot access any of the money that you have paid towards your holiday until the date of travel. This means that in the unlikely event that we, or one of our suppliers, experiences financial failure, you won’t lose any of the money paid towards your accommodation or holiday.

Flights

Checking in with EasyJet

When flying with EasyJet, you are required to check in and print your boarding passes prior to arrival at the airport. Online check-in with EasyJet is available between up to 30 days and 2 hours before your flight’s departure time.
To check in online:
Please visit the EasyJet website and log into the “Manage Bookings” portal using the lead passenger’s surname and your EasyJet reference number. Once logged in, select the “Check in online” option where you can enter your Advanced Passenger Information and check in as instructed.

Changes to Ryanair Baggage Policy

As of 15/01/2018 all passengers travelling with Ryanair will be expected to comply with changes to the on-board baggage policy.

Non-Priority
Cabin Allowance:1 small bag (e.g. handbag, laptop bag, backpack) that can fit under the seat in front of you
Hold Allowance: 1 bag measuring 55x40x20cm weighing no more than 10kg*, which will be tagged and placed in the baggage hold free of charge

Priority & 2 Cabin Bags
Cabin Allowance: 1 small bag (e.g. handbag, laptop bag, backpack) that can fit under the seat in front of you, and 1 carry-on bag measuring 55x40x20cm weighing no more than 10kg*
Hold Allowance: None

Plus
Cabin Allowance: 1 small bag (e.g. handbag, laptop bag, backpack) that can fit under the seat in front of you, and 1 carry-on bag measuring 55x40x20cm weighing no more than 10kg*
Hold Allowance: 1 x 20kg bag

Flexi Plus
Cabin Allowance: 1 small bag (e.g. handbag, laptop bag, backpack) that can fit under the seat in front of you, and 1 carry-on bag measuring 55x40x20cm weighing no more than 10kg*
Hold Allowance: 1 x 20kg bag

Family Plus
Cabin Allowance: 1 small bag (e.g. handbag, laptop bag, backpack) that can fit under the seat in front of you, and 1 carry-on bag measuring 55x40x20cm weighing no more than 10kg*
Hold Allowance: 2 x 20kg bags and 2 x pieces of infant equipment

**Failure to comply with these regulations will result in a charge of £50 per item at the departure gate.**

Checking in with Jet2


Passengers flying with Jet2 are required to check in online and print their boarding passes prior to arrival at the airport. This can typically be done from up to 28 days prior to departure.
To check-in online
Please visit the Jet2**If you’ve read and followed the above instructions but are still having issues checking in for your flight, please send us a message via ‘My Messages’ on the ‘My Sunshine’ section of our website.**

Checking in with Ryanair


Passengers booked onto return Ryanair flights will need to check in for each leg of the journey, using your flight reference numbers, and print off their respective boarding passes in advance of travel.
Details of your online check-in can be found on your booking confirmation email under the flight voucher section. Online check in for Ryanair opens 48 hours - 2 hours before each flight is scheduled to depart unless pre-allocated seating has been purchased. In this case, online check in will be available up to 60 days before the departure date of your flight.


**Please note that failure to check in online with Ryanair and print your boarding passes in advance of your travel may result in charges at the airport.**

To check-in online: Please visit the Ryanair website, select the “Check-In” button at the top of the page, enter your allocated email address and flight reservation number which can be found on your confirmation documents.
Please note that the allocated email address used to log in will differ from your own as we generate one for you at the time of booking. You can find this on your booking confirmation, to the right hand side of your flight voucher under the ‘ticketing information’ section.

Do I need to print return boarding passes for Ryanair?


Passengers booked onto return Ryanair flights will need to check in for each leg of the journey, using your flight reference numbers, and print off their respective boarding passes in advance of travel.
Details of your online check-in can be found on your booking confirmation email under the flight voucher section. Online check in for Ryanair opens 4 days before each flight is scheduled to depart unless pre-allocated seating has been purchased, in which case, online check-in will be available up to 30 days before your flight departs.
**Please note that failure to check in online with Ryanair and print your boarding passes in advance of your travel may result in charges at the airport.**

Does my chosen airline allow me to check in online?


All check-in information can be found on your booking confirmation email to the right hand side of your flight voucher. Online check-in details will be provided for those flying with airlines that require you to check in online. For those traveling with a ticketless airline, you only need to present your flight confirmation at the airport check-in desk on the day of departure.

Ticketless Airlines:
To travel with the following airlines, all you need is a copy of your Sunshine booking confirmation with the airline reference number and your passport.
FlyBe
FlyThomascook
Small Planet
Norwegian
Teleticket
Thomson
Vueling

Online Check In
To travel with the following airlines, you will need to log onto and check in via the airline’s website, where you can then print off your boarding passes prior to arrival at the airport.
Albastar (we will send you an email with the link for online check in)
EasyJet
Jet2
Ryanair
You can find more information on how to check in online under the “checking in for my flight” section below.

E-Tickets:
To travel with the following airlines we will send you an e-ticket to the email address used on your booking around 7-10 days before your departure date.
Blue Air
GoldMedal
Primera Air
Trav2
If you haven’t received your e-tickets within 5 days of travel please contact us via ‘My Messages’ on the ‘My Sunshine’ portal or call us on 0371 512 2004.

How can I add Ryanair priority boarding?

If both your Outbound and Inbound flights are with Ryanair, you can add priority boarding via the 'My Sunshine’ portal and selecting 'Add In-flight Extras'. If only one of your flights is with Ryanair, please contact us via ‘My Messages’.

How can I arrange seating on a plane?

You can pre-book your in-flight seats by logging into ‘My Sunshine’ and choosing seat selection in the ‘Add In-Flight Extras’ section. You will be given a quote for your in-flight seats once they have been selected and you can decide whether or not to proceed with your extras.

How do I check in for my flight?


Passengers are required to check in online for all Ryanair, EasyJet, Jet2, and Albastar flights prior to arrival at the airport. If you have multiple flight reference numbers you will need to follow the check-in procedure for each leg of your journey.
**Please note that failure to check in online may result in fees at the airport.**

How much hold baggage allowance will I have


All holidaymakers are advised to check their luggage allowance prior to arrival at the airport as exceeding your allowance may result in excess luggage charges. Luggage allowances vary between airlines, so please ensure that you know who you are flying with and what their allowances are prior to travel. If you are travelling with more than one airline, you will need to check with both airlines as their allowances may differ.

Please take a look at our Baggage / Luggage Allowance guide to see the weight allowances for each airline.

I'm having trouble checking in on the Ryanair website - what should I do?


Passengers flying with Ryanair for both legs of your journey will need to check in for each leg of the journey, using your flight reference numbers, and print off their respective boarding passes in advance of travel.
Details of your online check-in can be found on your booking confirmation email under the flight voucher section. Online check in for Ryanair opens 48-2 hours before each flight is scheduled to depart unless pre-allocated seating has been purchased, in which case, online check-in will be available up to 30 days before your flight departs.
**Please note that failure to check in online with Ryanair and print your boarding passes in advance of your travel may result in charges at the airport.**

My flight has changed… what do I do?


As airlines plan their flight schedules many months in advance, there may be occasional changes to their previously planned schedules.
If your flight times have changed, we will let you know via email or by message via ‘My Messages’ on the ‘My Sunshine’ section of our website.
If your airline has directly contacted you about a change to your flight, please let us know via ‘My Messages, where we can help you with any relevant changes to your in-resort transfers and accommodation.

Should I confirm my flight times before travel?

If any changes are made to your flight schedule, we will always let you know the details as soon as possible via ‘My Messages’. However, we do also advise that holidaymakers double check all details of their holiday before departure to be safe via the airport’s website or live flight trackers.

What can I take in my hand luggage?


For full information about luggage restrictions for UK airports, please visit gov.uk. Whenever possible, it is best to pack liquids in your hold luggage, however, you can take liquids when in containers of 100ml or less contained within a transparent, resealable plastic bag, which holds no more than a litre and measures approximately 20cm x 20cm.
All electronic devices larger than mobile phones should be carried in hold luggage when travelling from Turkey, Egypt, Morocco, or Tunisia.

What can I take in my hand luggage?


For full information about luggage restrictions for UK airports, visit gov.uk.
There are certain restrictions in place for taking liquids in hand luggage. Wherever possible, it is best to pack liquids in hold luggage, however, you can take liquids when in containers of 100ml or less. All electronic devices larger than mobile phones should be carried in hold luggage when travelling from Turkey, Egypt, Morocco or Tunisia.

When will I receive my flight tickets?


Ticket release dates may vary between airlines, with some now offering ticketless travel to its passengers. Please consult our list of airlines and their check-in requirements below for more information.

Ticketless Airlines
To travel with the following airlines, all you need is a copy of your Sunshine booking confirmation with the airline reference number and your passport.
Avro
Cosmos
FlyBe
FlyThomascook
Small Planet
Norwegian
Teleticket
Thomson
Vueling

Online Check-In
To travel with the following airlines, you will need to log onto and check in via the airline’s website, where you can then print off your boarding passes prior to arrival at the airport.
Albastar (we will send you an email with the link for online check in)
EasyJet
Jet2
Ryanair
You can find more information on how to check in online under the “checking in for my flight” section below.

E-Tickets:
To travel with the following airlines we will send you an e-ticket to the email address used on your booking around 7-10 days before your departure date.
GoldMedal
Trav2
If you haven’t received your e-tickets within 5 days of travel please contact us via ‘My Messages’ on the ‘My Sunshine’ portal or call us on 0371 512 2004.

Which terminal will my flight depart from?

You will only need to check your departure terminal if you are departing from Birmingham, Glasgow , Manchester, London Gatwick, or London Heathrow. Please check the airline’s website or the airport directly for more information.

Holiday Cancellation

How do I cancel my booking?

To submit a cancellation request, please contact us via ‘My Messages’ where an agent will provide you with a quote for cancellation. Unfortunately, we can’t accept cancellations over the phone.

What is the charge to cancel my booking?

Cancellation charges are calculated on an individual basis and can vary from booking to booking. If you need to cancel your holiday, please contact us via ‘My Messages’ where an agent will provide you with a quote for cancellation. You can then decide whether or not you would like to proceed with the cancellation.

If the combination of travel services offered to you is a package within the meaning of the Package Travel and Linked Travel Arrangements Regulations you will benefit from all EU rights applying to packages. sunshine.co.uk/Sunshine-Package-Rights.html

Holiday Payments

How do I check all the payments I have made on my holiday?

You can view your holiday’s current and remaining balance by logging into the ‘My Sunshine’ portal on our website. Unfortunately, you cannot see a breakdown of all individual payments made towards your holiday.
We can send you an email receipt of your payments, which you can request by calling 0371 512 2004 or by sending us a message via ‘My Messages’.

How do I make a payment?

Making payments towards your Sunshine holiday couldn’t be easier; all you have to do is log in via the ‘My Sunshine’ portal, click the ‘Make a Payment’ button, and pay off your chosen amount. You are welcome to make payments any time between the point of booking and the date your balance’s due date.
You can also check the total cost of your holiday, any payments made, and your balance’s due date in the ‘My Sunshine’ portal.

How will I know when a payment will be taken?

To see your instalment schedule and total payments made to date, simply log into ‘My Sunshine’.
Payments will be taken from the last payment card used on the booking and you will be alerted via email once a payment has been collected. You can also make additional or overdue payments via the ‘My Sunshine’ section of our website. No further payments will be collected if you have paid off your balance in advance of your payment due date.
For any further questions relating to payments, please contact us via ‘My Messages’ or call us on 0371 512 2004 quoting your SUN Reference Number.

My Booking

Do I need travel insurance

We strongly recommend that all holidaymakers hold adequate travel insurance from the point of booking. Your policy should suit the needs of those travelling and match the nature of your holiday.
Your travel insurance should cover emergency medical cover and cancellation costs as a minimum.

How can I get a copy of my booking documents?

A copy of all relevant booking information and documents will be sent to your nominated email address as soon as your booking is confirmed. If you need to resend these documents, you can log into the ‘My Sunshine’ portal at any point.

How do I change my booking?

If you need to make any changes to your booking, please contact us via the ‘My Sunshine’ portal. Depending on the changes that you wish to make, you will either be quoted online or a member of our amendments team will contact you with a quote within 48 hours. These quotes will available in the ‘My Sunshine’ portal.
Please ensure that you check your messages regularly so that we can process any requests quickly and efficiently.
If you are unable to your changes online, please contact us through the ‘My Messages’ function in the ‘My Sunshine’ portal and an agent will assist you.

How do I find out about my booking?


You can easily view the details of your booking by clicking the ‘My Sunshine’ button at the top of our website. You will be asked to select whether your booking ends with a ‘B’ or not, and you can then log in by using the email address and password that you created at the time of booking. If you did not do this at the time of booking, you can create an account by clicking the ‘Create Account’ button.
One logged in you can manage the following elements of your holiday:
  • Find and print your booking confirmation
  • Request a change to a booking
  • Update your contact details
  • Make payments online

If you require further assistance with your booking, you can send us a message by clicking on the ‘my messages’ button and filling out the contact form available. We aim to respond to all messages within 24 hours but may experience delays dependent on the volume of enquiries.

What paperwork do I need to take?

We advise that you take a copy of your full booking confirmation with you on your holiday, should you need any of the information during your stay.
If your chosen airline (outbound or inbound) requires an online check-in, you will be required to print off a copy of your boarding passes prior to travel. Online check-in instructions can be found under the ‘Flight Voucher’ section of your booking confirmation email.

When is my booking confirmed?

Once you have placed your order with Sunshine, you will receive an ‘Order Request’ email containing the details of your order summary. At this stage, your order has not yet been confirmed.
Our system will then attempt to automatically book your order with the individual suppliers stated on your order summary. If all of the elements of your holiday are available at the price quoted on our website, your holiday will be booked and you will receive your ‘Booking Confirmation’ email.
If, for any reason at all, our system cannot fulfil your request, your order will be set to pending and a member of our customer service team will call you to discuss your options. This may be caused by a fluctuation in flight prices or hotel availability changing at short notice. At this point, no money will be taken and you can choose to either cancel the booking free of charge, pay any additional costs, or find a suitable alternative for your needs with one of our advisors.

Where can I find my SUN reference number?

Your SUN reference number will be sent to the email address used at the time of booking, displayed on the first page at the top of your confirmation emails. Please make a note of this number as you will be asked for it when logging into the ‘My Sunshine’ portal or during any contact with our contact centre team.

Where can I find my SUN reference number?

Your SUN reference number will be sent to the email address used at the time of booking, displayed on the first page at the top of your confirmation emails. Please make a note of this number as you will be asked for it when logging into the ‘My Sunshine’ portal or during any contact with our contact centre team.

Why are my vouchers marked provisional?

Until your balance has been paid in full, your vouchers will be watermarked ‘Provisional Voucher’. Once your balance is paid in full, you will be invited to complete our holiday checklist confirming that all of the details of your upcoming trip are correct and accurate. You will then receive your final set of vouchers upon its completion.

You can change the following through "My Sunshine"


In-flight extras - The price of any in-flight extras will be displayed to you before you confirm the change. If you are flying with two different airlines you will need to submit the price twice.
Adding passengers - After you add a passenger onto your holiday via ‘My Sunshine’, we will try to come back to you within 48 hours. However, there can sometimes be delays depending on the availability and prices of our providers. If we are waiting for a response we will let you know via ‘My Messages’.
Adding baggage to your booking - You can add extra hold luggage to your booking via the 'My Sunshine' portal. Depending on the airline that you are travelling with, the price of your luggage will either be displayed online or our amendment team will contact you with a quote within 48 hours of making your request.
Adding Ryanair priority boarding - If both your Outbound and Inbound flights are with Ryanair, you can add priority boarding through 'My Sunshine' and clicking 'Add In-flights Extras' from the menu. If only one of your flights is with Ryanair, please contact us via ‘My Messages’.
For other changes, such as changing your accommodation or removing a passenger, please contact us via ‘My Messages’ and an agent will assist you.

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