Coronavirus Frequently Asked Questions

Last updated 5th October 2020, 19:00

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 are 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 States, Australia, 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.

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.

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 your 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.

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.

Are there any new entry requirements for my destination?

For the most up to date entry requirements and travel advice, please visit the FCDO website where you can select your chosen destination and view the entry requirements if any are applicable. Entry requirements can now vary from 14 day quarantines, a negative Covid test within a certain amount of days, or entry requirement forms.

Our Greece and Croatia bases currently have entry requirement forms in place which will need to be filled out at least 48 hours before your departure date.

What accommodation address do we have to provide for our online entry form as we will be out on our yacht?

Please make sure that you put the marina's address of your chosen destination in the accommodation section of any of your entry forms. To find the address of our marina's, please choose your destination from our essential information pages and you will find the address below our Covid-19 Travel Guidelines.

What happens if the current travel advice changes between now and when I am due to travel?

If the FCDO travel advise changes to your holiday destination prior to your departure, you can expect to receive a call from one of our holiday planners to discuss your options. If you are due to travel within 24 hours when travel advice changes, we will be in touch with you as soon as possible.

What happens if there is a change in government travel advise whilst I am on holiday?

If you are already overseas and a destination is updated under the FCDO advise due to Covid-19, there is no requirement for you to return home early. It is likely that you will need to enter into a 14 day quarantine when you return home.

Is my charter cancelled?

We are closely monitoring all updates and advice issued by the Gov.UK, WHO, FCDO, 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.

When will I be contacted if my holiday has been impacted?

We will be in touch as quickly as possible and will be contacting customers with an immediate departure first. Please do bear with us and we will be in touch as soon as we can.

What are the options if my charter was cancelled?

We have had a vast number of bookings impacted by Covid-19 therefore, we have done our best to ensure that you, as our valued customers, have a variety of options to choose from. These options include moving your cancelled charter to an unimpacted destination, moving your holiday dates and/or destination, accepting a refund credit note or if preferable a cash refund.