Frequently Asked Questions

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

Bookings

Car Hire

Contact Us

First time visitors

Flights

Payments

Prices

Transfers

Website

Bookings

Can I make a group booking?

We currently don't offer group bookings, as we're limited to a maximum of 9 flight seats and/or 4 rooms per booking by our suppliers. It is possible to make multiple accommodation bookings of up to 4 rooms per booking. Please be aware that as you complete bookings, the prices may change. Airlines increase or decrease pricing according to sales. We also deal with multiple accommodation suppliers, so when the cheapest supplier's allocation has gone, you would see the next cheapest supplier's prices. In some cases, availability may run out altogether.

How do I obtain my vouchers?

After you have made a booking, you will receive a confirmation email. Inside this you will find details on how to login. After you have logged in click on the relevant booking. The booking page will contain a button for the voucher in each component section. You will need a PDF file viewer to be able to view and print your vouchers. Please note vouchers are only made available once the balance is paid in full. Get Adobe Reader

I haven't received my confirmation email yet?

Your confirmation email is sent immediately at time of booking. If you haven't received it there is a good chance it may have been wrongly identified as spam (especially hotmail addresses). Please check your junk or spam folder first before contacting us. If you think you may have specified the wrong email address, please contact us using "Contact Us -> Other" and include your booking reference and the last four digits of the card used to make the booking and we will update it and resend your confirmation email.

I wish to make a complaint about my holiday

We are sorry to hear you experienced problems while on holiday. I would ask you to email your full complaint details to complaints@sunshine.co.uk where you will receive an acknowledgement within 14 days in accordance with ABTA guidelines. If you have any supplementary evidence related to your complaint, for example receipts or photos, please attach to your email.

I've booked flights using your site, when will I receive my tickets?

Tickets are sent out within 10 days of departure. If you made a late booking, you may be required to collect your tickets from the tour operator at the airport. We recommend you allow extra time on arrival at the airport to complete the collection of your tickets.

If you booked with a low cost operator, you only need the reference number from your flight voucher.

What are your prices for next year?

As pricing and availability is governed by our suppliers, we have no control or interjection, however as your desired date is so far out, it might just be that it is not available yet. Please keep searching on our website and in the meantime. If you find availability elsewhere, please contact us to investigate.

Where can I see my deposits?

All deposits are shown online when you have searched for the holiday. These are set by our suppliers and cannot be changed. If you are booking a flight with a hotel, you can pay a deposit online. The flight balance will be due 12 weeks before departure, with any remaining balance for the hotel and transfers payable 4 weeks before. For those booking just accommodation and/or transfers, the final balance will be due 4 weeks before departure. If you select a Low Cost Airline such as Easyjet, they require full payment of the flight at the time of booking, so it is not possible to pay a deposit on these flights.

Car Hire

Can I book extra drivers and baby car seats?

Yes, at the time of booking you can select to add on an additional driver, baby seats or child/toddler seats. These are normally payable locally and subject to availability.

Does the Car Hire price include Excess Damage Waiver?

Yes, all car hire purchased through us will include excess damage waiver. Details of this can be found on your car hire vouchers once you have booked. Upgrades to insurance will be shown at the time of booking if available.

How much luggage can I take?

Most cars are suitable for the maximum amount of people, plus 1 suitcase per person. If you are taking extra luggage such as gold clubs, pushchairs etc it maybe better to rent a larger vehicle. Details of the suitable luggage allowances per car are shown when searching for car hire.

Contact Us

I want to contact you about my complaint

Please fill in the contact form and we will endeavour to respond as soon as possible.

Other

Please fill in the contact form and we will endeavour to respond as soon as possible.

First time visitors

Are you ABTA or ATOL Bonded?

sunshine.co.uk act as Disclosed Retail Agent for the individual suppliers/elements of your holiday which may include flights, accommodation and transfers. We are a Member of ABTA, membership number P6623. We are obliged to maintain a high standard of service to you by ABTA's Code of Conduct. All Flight+Hotel bookings (made together under 1 payment), from the 1st June 2012 will also have the new ATOL Flight-Plus added to them for your further protection. Your booking is financially protected so that should a supplier cease trading, we can claim your money back. You can read further details of this by accessing our terms and conditions; https://www.sunshine.co.uk/Sunshine-Terms-And-Conditions.html

Are you members of ABTA?

Member of ABTAYes sunshine.co.uk is a member of ABTA. Our ABTA number is P6623

Do I need to be a UK citizen to book hotels with you?

Yes, the prices we get from the hotels are only for UK Passport Holders and we are only able to accept UK credit or debit cards.

How do I find out the size of a room?

When you search for a hotel and the results show a price for your party size, the room will be big enough to sleep all of you. If no results show, either the hotel is not available, or try searching for less people per room.

How do I know your site is secure?

Ordering through Sunshine couldn't be safer. We have a secure certificate that encrypts all sensitive information during transport across the internet. This makes it impossible for people to read any of your details. There are logos provided on the ordering page just to remind and prove to you the site is secure.

How do I order a holiday through your site?

Ordering through the site is simple. Select your holiday requirements from the left hand search menu, then click on Check Availability. The site will then search for the best details matching your criteria. If any are found, they will be listed on the page along side a booking button. By clicking on 'Book' you will be taken to the start of the booking process.

How old do I need to be to make a booking?

The lead passenger must be at least 18 years old on the date of departure. Some airlines and accommodation suppliers will accept bookings with a lead passenger of 17 years old. However we will need confirmation first before you can proceed. Please provide us with your quote reference that can be found on the top right hand side of the page after clicking 'Book Now' from the search results. Once you have the quote reference please contact us using "Contact Us -> Other" and we will get back to you.

sunshine.co.uk Terms of Use and Conditions

You can find our full terms of use here and terms and conditions here.

What does it mean when we act as your agent?

If you choose to book your flights with a low cost flight provider, we act as your appointed agent.

As your agent we will:
  • Source the best value flights for you on the dates and times selected
  • Make the booking on your behalf with the airline.
  • Clearly set out our charges and those of the airline without adding any hidden charges.

Your payment will go directly to the airline, and the resulting legal contract will be between you and the flight provider. This means that it is the flight provider who will be liable to you in the event that anything goes wrong, outside of the ATOL protection you receive if you make a Flight-Plus booking. Any amendments or cancellations you wish to make to your flights will be liable to charges as detailed within the flight provider's own terms and conditions.

Please note that when you book directly with the flight provider, your booking will usually not be ATOL protected unless it forms part of a Flight-Plus booking as sold by us.

Flights

Are flight meals included?

Low cost airlines do not offer the ability to pre book meals, instead they operate a snack trolley mid flight for you to purchase food. Charter airlines such as Thomson and Thomas Cook allow you to buy meals, if available these will be offered as optional extras on the final booking page. A meal/snack is included with scheduled flights such as British Airways and Virgin Atlantic.

Can I pre-book seats on the aircraft?

You can add pre-booked seats onto your flight during the booking process or after you have made the booking subject to availability and if they are offered by the airline. If you don't pre-book seats or the airline does not offer it, seats together may not be guaranteed when you check-in for your flight.

Do I need a passport to fly?

Yes, please ensure you take your passport on holiday with you. It is vital to ensure you are allowed to make your journey.

Flight arrival times are given as "TBC", what does this mean?

Flight arrival times are "To Be Confirmed". The tour operator has not confirmed its arrival slots at this time, however these will be confirmed when you receive your tickets.

How do I remove hold luggage from the booking?

You have the option to remove hold luggage near the end of the booking process. When you reach this page you can remove hold luggage or add additional luggage/bags if required.

What can I take on board the aircraft?

The department of transport has published guidelines to the security requirements for all passengers departing UK airports. A link is provided below :

Guidelines


Payments

Can I make a payment on the balance of my holiday?

You can make further payments or pay the balance by logging in to manage my booking.

I'm having issues at the payment stage

Issues with Card Types If the site informs you that you have picked the wrong card type but you are sure that it's right, please ensure you don't let your web browser auto-fill the form, but instead complete the form manually. This has been shown to resolve this issue in the past. Issues with Verified By Visa / Mastercard SecureCode / Amex Safe-Key For added protection our payment system has a secure password facility dependent on the card type you are using to book with. This is a secure online feature, which enables you to enter a password that you created with your card issuer to confirm your identity, ultimately improving the security of your payment. Often you are able to enrol with your bank when you reach our payment pages. If this isn't offered we would advise you to contact your card provider to register for the service which will allow the payment to go through. For your security and ours, all our payments must go through this online system which helps prevent card fraud. Site Says Card Declined When a card issuer responds with the status DECLINED, we are not told why. However, please ensure that all the details entered are correct including the expiry date and signature code and try again. If you receive the same result, please contact your card issuer or bank for further advice.

What is 3DSecure?

3D Secure is a new method that the banks have introduced to reduce fraud. By asking you to specifiy a password, that only you and the bank should know, the bank is ensuring that it's definitely you making the booking. The 2 common methods are Verified By Visa, and Mastercard Secure code.

What methods of payment do you accept?

We accept payment by debit/credit card. Visa, Mastercard, American Express, Switch, Maestro, Solo, Electron, JCB and Delta. Paying by credit card will add a 2% surcharge per transaction.

Which payment cards can you refund to?

Due to card issuing standards we must refund the cards that were used on the booking, up to the value that has been paid on each card. Refunds are processed by sunshine.co.uk immediately, however it can take your card issuer 3-5 working days to process the refund.

Prices

Are flights included in the prices?

When you search "Flight Only" or "Flight + Hotel", flight prices are clearly identified. When you search "Hotel Only" flights are not included.

Are prices per person or is that the total price?

When you search for availability on a flight or a hotel,
the prices you see are the TOTAL PRICE of your booking.
Flight prices also include any taxes or supplements you'll be required to pay.
We firmly believe that the price you see is the price you pay!

Are transfers included in the prices?

Airport to resort transfers are only included when you select a transfer from the search results. If you have selected a transfer it will be confirmed to you on the booking pages.

Aren't your prices really cheap?

Yes!
We work very hard to bring you the cheapest prices we can on sunshine.co.uk.
We don't pay for any advertising and rely on customers finding us through search engines or other holiday sites. This saves us having to inflate our prices to cover those costs.
Tell your friends, family, neighbours and workmates! Help us spread the word!

Discount Codes & Vouchers

Transfers

Can I book a transfer within 48 hours of departure?

Please be advised that it is not possible to book transfers within 48 hours of departure, as there is insufficient time to secure all necessary arrangements with the appropriate suppliers.

How much baggage can I take on the transfer?

The allowance per person for all vehicle types is one standard size suitcase (approximately (H)70cm, (W)47cm, (D)21cm) and one small piece of hand luggage. If you are travelling with excess luggage such as large suitcases, golf clubs, wheelchairs, skis, pushchairs etc it is imperative that we are made aware of this at time of booking as extra charges may apply. Failure to do so may result in extra transport being required to accommodate excess baggage and additional charges may be applicable locally.

What is a Private Transfer?

A private transfer is a taxi or vehicle reserved completely for your party. The private transfer will be waiting for you on arrival and will take you directly to your hotel or apartment. Private transfers are normally more expensive than a shuttle bus/coach transfer due to them being quicker than a shuttle, door-to-door and exclusively reserved for you.

What is a shuttle transfer?

A shuttle transfer is usually a shared bus or coach, which sometimes entails waiting for other passengers and making stops at additional locations. Occasionally, the transfer will be collecting passengers from two or three flights. The waiting times will be kept to a minimum but shuttle transfers do take longer than private transfers and this is reflected in the price difference. All collection times are given as an approximate guideline and are not always accurate due to the nature of shuttle transfers and the delays that can be encountered.

What luggage can I take on a transfer?

All transfer types include 1 suitcase per person as the standard luggage allowances. If you require any additional luggage before you travel such as car seats, golf clubs etc. you will need to contact us before departure to arrange this. There may be an additional local charge for any excess luggage. Passengers take full responsibility for their own luggage on all types of transfers.

Website

What if I have a problem with the site?

If you have any problem with the site, or question you haven't found the answer for here, please use our contact help page. This can be found here.

What is the box that appears when I click on an offer?

The "offer box" gives you finer detail about the offer you are interested in, as well as how long the offer has been on the site for. This gives you a better indication to whether it's still available, with a Check Availability button that will do all the hard work for you.

Why use sunshine.co.uk?

Member of ABTA

Book with Confidence. sunshine.co.uk is an ABTA Member

Price Guarantee

Find your holiday cheaper and we'll refund the difference.

No Hidden Charges

We don't add hidden extras. All flights include hold and hand luggage.

ATOL Protected

Should a supplier cease trading, we can claim your money back.

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