Complaint

If you have experienced an issue with your Sunweb holiday, you first need to talk to the Sunweb guide. After this chat you get the question ‘Could you find the answer you are looking for?’. If you select ‘no’ you have the option to chat with a guide. Select this option to speak with the Sunweb guide so they can help you. If you are dissatisfied with your accommodation in any way, you must notify the staff at the reception of your accommodation, in addition to contacting your Sunweb guide. Your representative can help you resolve your complaint as soon as possible at the destination. Please always do contact your Sunweb representative, they are there to help you. It is always essential that you fill in a Customer Care form with our guide. 

If the complaint is not handled to your satisfaction:

The Customer care form, accompanied by motivation in writing, should then be reported via email or postal mail. 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.

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.