How can I submit a complaint?

Before the holiday

If your complaint concerns Sunweb or the booking process, you can submit it to us via the contact form.

Upon receiving a complaint before departure, we will send a confirmation of receipt with a processing period of 1 day. Depending on the nature of the comment, it may be that we need more time to provide an appropriate response. In this case, you will always receive a substantive response from us within 2 weeks of receiving your complaint. We naturally take your departure date into account.

During the holiday

If you have a complaint concerning your holiday with Sunweb, you must first contact the Sunweb (digital) guide at your destination*. You will receive the contact details of the (digital) guide one day before departure.

If you are not satisfied with your accommodation in any regards, in addition to contacting your Sunweb guide, please also report this immediately to the reception of your accommodation. Our guide is there for you to resolve your complaints at the destination. Due to this approach it is usually possible to immediately resolve your complaint according to your wishes. Afterwards, when you get home, it is of course no longer possible to solve the problem. 

If your complaint was not handled to your satisfaction, it is essential that you fill in a Customer Care form with our guide.

*If you have booked a cruise holiday, there will be no Sunweb guide on board. During your cruise holiday you can report any complaints to the reception on board.

After the holiday

If your complaint was not handled to your satisfaction at your destination, please send a copy of the Customer Care form, accompanied by your motivation and booking number, via our contact form. At the latest Sunweb must receive this within 2 months after your holiday has ended. Sending the Customer Care form without any further evidence will not be sufficient to process your complaint. After receiving the form and motivation, we will send you an acknowledgment of receipt. We will provide a substantive response to your comments within 1 month.

You can also send your complaint to:

Sunweb Group GmbH

Customer Support Department

83 Victoria Street

London

SW1H 0HW

United Kingdom

Phone: +442039661230

Email: customercare@sunweb.co.uk

Please note that complaints at the destination which have not been reported, and for which no Customer Care form has been completed, will not be handled by our Customer Support Department.

If your complaint relates to Sunweb or to the initial booking process, you can submit your complaint via the contact form on the website. After receiving a complaint, before departure, we will not send an acknowledgment of receipt. Due to within 4 weeks or sooner at earlier departures, we strive to process your complaint.

In case of disputes of a cross-border nature, you can also appeal to the Online Dispute Resolution platform of the European Union via this link: http://ec.europa.eu/odr.

We are a Member of ABTA, membership number Y3497. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. If we cannot resolve your complaint, please visit https://www.abta.com/ to access ABTA’s simple procedure.