Coronavirus Frequently Asked Questions

Last updated 03 April 2020, 11:00

Sunsail is by your side.

We are currently experiencing high call volumes, so it might be a bit harder to get hold of us than usual.

We’re working as quickly as possible to contact everyone affected by the COVID-19 situation, prioritising customers due to travel up until the 04 May, 2020. We really appreciate your patience.

We understand you may have a lot of questions about COVID-19 (Coronavirus) and what we're doing to ensure we can continue to provide great customer service.

Below is a list of answers to some of the more immediate questions you may have. For all travel within the UK, please visit our Port Solent COVID-19 update.

Again, please bear with us and we will contact you as soon as we possibly can.

How is Sunsail responding to the Coronavirus?

We have decided to suspend all charters departing up until the 04 May, 2020. Whilst this has been a difficult decision, we are confident it is the right one as the protection of our team, their families and our customers is our priority. 

We are reviewing holidays booked on a weekly rolling basis. If you are due to travel beyond this period, please note that our team are working extremely hard to proactively contact customers and we will be in touch with you as soon as possible.

Is this policy likely to change in the future?

We are reviewing the situation on a weekly basis to determine if cancellations will be extended.

Will my charter be cancelled if I haven’t paid my final balance? 

If your charter has been canceled due to Coronavirus and you have yet to pay your final balance (where such is now due), then you can do so via our safe and secure online payment portal or through one of our Holiday Planners on 0330 332 1165.

By not paying your final balance when it falls you are in breach of your terms and conditions, in this circumstance we have the right to cancel your holiday and cancellation charges as per the terms and conditions will apply. Please make this payment as soon as possible.

We are closely monitoring all updates and advice issued by the Gov.UK, WHO, international government entities and global airlines and will be in contact if your holiday is canceled for due to the Coronavirus.

What if I have a charter scheduled to depart by the end of this month?

We are actively contacting all guests with charters scheduled to depart before and including the 04 May, 2020. At this current time, we are experiencing exceptionally high call volumes, we respectfully request that you do not call or message if your booking is departing beyond this date. Please rest assured that we will be contacting all of our customers who are due to depart on a weekly rolling basis. 

Can I call you to make changes to my holiday?

For charters departing before and including the 04 May, 2020; yes, however, we are actively contacting customers in order of future departure date so this process is already underway. Please rest assured we will contact you directly in the coming days to discuss the option of moving your holiday dates. If you already have some new travel dates in mind then please feel free to call us on: 0330 332 1165 to discuss availability.

What if my charter is scheduled to depart outside of May, 2020?

If you have a charter scheduled to depart outside of May, 2020, our normal Terms and Conditions apply. Should this policy change in the coming days, we will contact you directly.

Can I book a new holiday for a date in the future?

Yes! If you would like to plan your next charter for later in 2020 or 2021, we are happy to help. Book with confidence knowing if the situation changes in the coming weeks, we are here to assist you.