After several news reports in the media and after contacting travel company Sunweb about their policy regarding the issuing of vouchers and refunds, we have received answers to critical questions we have asked them. The travel organizer Sunweb is responsible for the proper execution of all travel services that are part of the package trip. 

In exceptional circumstances, the organizer may cancel the package trip or the traveler can cancel the package trip free of charge. In both cases, the consumer is entitled to a full refund of all amounts without claiming compensation.

European regulations regarding a full refund?

“Sunweb reimburses all amounts paid and unused by the customer. We only ask our customers to understand that we cannot do this within 14 days. The global impact of the corona measures has affected all our destinations. So this is not a local situation affected by 'unavoidable and extraordinary circumstances', as you would have in an earthquake or terrorist attack, but a general freeze on travel. Because there is also much less new turnover (lagging sales) and we also do not get all our prepaid money back, we have to pursue a tightened financial policy (to get the company through the tough times). We therefore propose to our customers to accept our voucher. We adhere to the guidelines of SGR, ACM and the EC. This means that their claim against Sunweb is covered by SGR in the event of bankruptcy, the customer retains the option to go on holiday and if not, he will get his money back. ”, Says Martine Langerak.

A voucher, offered as a result of the COVID-19 measures, is a solution to keep providers in the tourism sector afloat. When it does not suit the consumer, he must get his money back.

"We try to convince the customer of the added value of the voucher. Both for the consumer, for ourselves, but also for the continued existence of the travel industry as a whole. If we had refunded all vouchers immediately, only the earliest travelers would have benefited. Financially, this would not be sustainable and later travelers - of trips that were often sold before the corona outbreak - would be missing out. In accordance with ACM guidelines, we want to refund customers within 12 months of the voucher issue date (unless they have used the voucher, of course). The customer can submit a request for a refund from 6 months after issue. If a customer persists in the refusal, that is his right, we will do our best to refund this customer as soon as possible. We also try to take into account the circumstances of the customer, e.g. for health reasons. The customer must be aware that his claim is no longer covered by SGR if he does not have a voucher. ”

Sunweb indicates settled the payments zo as soon as possible, but no later than 12 months after the date of issue of the voucher. In recent months it has not been possible for the tour operators to offer an alternative to the majority of the previously booked package tours. The travel organization continues to refer to the benefits of accepting a voucher, while these benefits lie solely with the travel organization itself and therefore liquidity problems can be temporarily avoided. Our position is that when requesting a refund of a voucher, Sunweb gives numerous arguments to consumers why he / she should nevertheless accept the voucher and you dismiss the legal deadlines in consumer law for refunds.

During the  reaction writes Martine Langerak, Sunweb's press officer:

“We find this statement and this question very suggestive. We have explained above why we think that the benefit does not lie solely with the travel organization and why we think that the voucher is a good means and helps in finding a balance between all interests. We also explained why we think the rules should be interpreted reasonably. ”

Also read: Sunweb's amicable settlement takes the cake