Coronavirus Frequently Asked Questions

Last updated 10 August 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, 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.

Please note: This advisory is for UK customers only. Please visit our United StatesAustralia, or South Africa websites for the latest advice for customers from these countries.

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

How is Sunsail responding to the Coronavirus?

Sunsail has implemented new cleaning and safety measures across our global destinations to ensure the well-being of our guests and staff. The full list can be viewed on our Safety Measures page.

Is my charter cancelled?

We are closely monitoring all updates and advice issued by the Gov.UKWHO, international government entities and global airlines and are reviewing the situation on a weekly basis to determine if further charters will be cancelled.

We will be in contact if your holiday is cancelled due to the Coronavirus via email or phone. Please check our re-opening dates page with all destinations that are open for charters.

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

By not paying your final balance you forfeit your deposit under section 4a of our terms and conditions. 

If 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.

Please make this payment as soon as possible.

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

We are actively contacting all guests with charters that have been affected by the Coronavirus. At this current time, we are experiencing exceptionally high call volumes. 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?

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 to discuss the option of moving your holiday dates if you charter has been affected. 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 August, 2020?

If you have a charter scheduled to depart outside of your destinations reopening date, 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.


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