Coronavirus FAQs
Last updated: June 1st, 2020
- Ryanair all flights cancelled up to and including: 20th June
- Easyjet all flights cancelled up to and including: 14th June
- Jet2 all flights cancelled up to and including: 30th June
- Tui all flights cancelled up to and including: 30th June
- Norwegian all flights cancelled up to and including: 30th June
- Vueling all flights cancelled up to and including: 30th June
- GoldMedal all flights cancelled up to and including: 2nd June
- British Airways all flights cancelled up to and including: 5th June (30th June for flights from London Gatwick)
- Emirates all flights cancelled up to and including: 7th June
- Virgin all flights cancelled up to and including: 7th June
- Trav2 all flights cancelled up to and including: 18th June
- Aerlingus all flights cancelled up to and including: 10th June
- Air Malta all flights cancelled up to and including: 2nd June
- Balkan all flights cancelled up to and including: 15th July
- Freebird all flights cancelled up to and including: 30th June
- Nouvelair all flights cancelled up to and including: 30th June
- Pegasus all flights cancelled up to and including: 11th June
If you have a holiday due to depart on or before this date then this has been cancelled.
We have postponed payments on all bookings due to depart up to the 20th June. If you have a balance due on or before this date then you do not need to do anything, the payment will not be taken.
We are contacting customers regarding next steps and appreciate your patience at this time.
We appreciate you may have some further concerns about your holiday and have laid out some FAQs below.
Refunds
Why are refunds taking so long to process?
The refund for the flight element of your booking is being managed by your airline. Please be assured that we are putting pressure on them to process all refunds owed as quickly as possible and that we will pass these over to you as soon as they are available.
Why have I not received my refund in full?
The refund for the flight element of your booking is being managed by your airline. Please be assured that we are putting pressure on them to process all refunds owed as quickly as possible and that we will pass these over to you as soon as they are available.
Ryanair have estimated that they will get through the refunds as below
- March bookings - 1-2 months
- April bookings - 2-3 months
- May bookings - 3-6 months
Why have I not received my refund in full?
Your refund will be completed in two stages:
- We will first be returning any monies paid towards the cost of your hotel and transfer. This refund will be paid in cash and will be credited to the payment card used at the time of booking.
- Your flight costs will be refunded once we have received these from your airline. We are in contact with your airline to confirm that these also will be paid in cash. We are unable to commit to any time frame for this element of your refund as this is down to your airline themselves, however please be assured that we will pass this over to you as soon as we receive it.
How long will refunds take?
As we are working through an unprecedented number of bookings, we ask that you be patient with us during this time and we will issue your refund as soon as possible.
Why do I not have a refund pending in 'My Sunshine'?
If you do not have a pending refund showing on your 'My Sunshine' page this is because we have not yet received your refund from the airline.
Will I receive my refund in cash?
We understand that there is some confusion in the travel industry relating to whether refunds will be paid in cash or rather in the form of a holiday voucher. Our customers are incredibly important to us and therefore, where we are able, it will always be our intention to offer refunds full in cash.
How can I claim a refund for any extra costs associated with my flight?
If you have paid your airline for any extras (for example, priority boarding or additional luggage) then these will have been paid using your own payment card and the cost should have been refunded directly to you. If you have not yet received a refund for these extra costs then you will need to speak to your airline.
How can I claim a refund for any extra costs associated with my flight?
If you have paid your airline for any extras (for example, priority boarding or additional luggage) then these will have been paid using your own payment card and the cost should have been refunded directly to you. If you have not yet received a refund for these extra costs then you will need to speak to your airline.
It seems very unlikely that my flight will go ahead. Why haven’t you cancelled my holiday?
My departure date is not mentioned above - do I still need to make my next instalment payment?
I am due to travel from July onwards - will my holiday go ahead?
We are closely monitoring the ever-evolving situation. Whilst there is much discussion and speculation in the media around when travel will be able to take place again, we are unable to cancel bookings until we have more guidance from the Foreign & Commonwealth Office (FCO) or the airlines make any changes for further dates.
If any information changes and your booking is affected we will be in touch immediately.
Payments/cancellations
My holiday has been cancelled – why does it still show as ‘confirmed’?
We are working through a considerable number of bookings and, as such, our online system may be slightly delayed in reflecting the status of your booking. If you have received an email from us confirming that your holiday has been cancelled, then no further action is required and this will show on our system shortly.
My flights have not been cancelled by my airline however I wish to cancel my holiday. How much will this cost me?
Cancellation costs will vary depending on when you are due to travel and the type of holiday purchased. For full cancellation costs please log into the ‘My Sunshine’ area of the website where you can see a full breakdown of costs and – if you wish to cancel – submit a cancellation request.
I am unable to maintain payments due to redundancy or my wages being reduced. Can we delay payments?
When you log into the ‘My Sunshine’ area of the website, there is an option to change the date of your next instalment payment. If you are unable to make a payment, as per the original booking terms and conditions, you will need to send us a message through ‘My Sunshine’.
Can I remove individuals from the booking, rather than cancel entirely?
You can make changes to your booking by logging into the ‘My Sunshine’ area of the website. Please be aware that amendment charges will apply as per the original booking terms and conditions.
Customer protection
Will my insurance policy cover me if my holiday is cancelled?
We would recommend checking your individual travel insurance policy. If you have a Sunshine travel insurance policy please see our dedicated FAQs page for a complete breakdown of your coverage.
Do I need to take insurance out?
It’s always extremely important to take out travel insurance whenever you plan to travel. In regards to Coronavirus, you should refer to the individual policy of insurers to check that you’re covered. If you have a Sunshine travel insurance policy please see our dedicated FAQs page for a complete breakdown of your coverage.
Am I covered by ATOL?
If you have booked a flight-inclusive package holiday, you are financially-covered by ATOL.
If I am in a high risk group and have been advised to self-isolate for 12 weeks but I am due to travel before then, what do I do?
If a medical professional has advised against traveling, we would recommend that you contact your travel insurer. If you have a Sunshine travel insurance policy please see our dedicated FAQs page for a complete breakdown of your coverage.
Other
Why can't I contact you by phone?
We have been experiencing unprecedented call volumes, resulting in long waits and making it difficult for us to respond to the most urgent of queries. Our customers remain our number one priority and, to be able to respond to everyone as quickly and efficiently as possible, we have temporarily funnelled all customers through a single means of communication.
We have been experiencing unprecedented call volumes, resulting in long waits and making it difficult for us to respond to the most urgent of queries. Our customers remain our number one priority and, to be able to respond to everyone as quickly and efficiently as possible, we have temporarily funnelled all customers through a single means of communication.
Please be assured that we are working through the most time-sensitive bookings as a priority and that we will contact you as soon as we are able.
What happens if I catch the virus on holiday?In the event that you do feel unwell whilst abroad, we ask that you comply with instructions given by the health authorities. For the latest advice, please visit the FCO website.
What happens if we are quarantined when we are on holiday?
What happens if there is an outbreak whilst I am away?
I need to get in touch regarding my holiday.
If you need to contact Sunshine relating to Covid-19 (Coronavirus) you need to log into the ‘My Sunshine’ section of our website. Please be aware that we are dealing with an unprecedented volume of messages at the moment and that we will contact you as soon as we are able.
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