Sunshine.co.uk issues

Tintin1518

On 22/07/19 twelve of us from 4 different households booked to go to Tenerife on 08/07/20 through Sunshine.co.uk.  On 19 June we contacted sunshine.co.uk to ask them to cancel it as per their terms and condition states we can as FCO advised we can't travel.  This request has been ignored, so several correspondences later they still haven't cancelled it and it is supposed to go ahead today.  Last correspondence was 3 July advising that we can cancel but would lose the flight money, as there are 12 of we informed them that we would have to speak to others and get back to them.  As they have closed their phone lines we were told to request a call back through their website.  We did this on 3 July, but still haven't received a call or a response to the various other messages we have left on various platforms.  Anyone know where we stand now as we are not going and will be probably classed as a no show.   What are our rights?  

eskbanker

Unfortunately the FCO changed its advice during those few weeks and they have now removed Spain (and therefore its islands) from the list of countries that shouldn't be visited, so you could travel there today.  If the provider hasn't cancelled your trip then it seems likely that you would indeed be regarded as a no-show, without any rights to refunds, etc, unless you can demonstrate that your flights weren't operating or that the accommodation wasn't available....

[Deleted User]

How did you contact to cancel Tintin?   Did you log onto your account on website or do it over phone?  What is your account showing as on line?    So long as you have proof of cancellation and cancelled in accordance with the correct procedure (should be in t's and c's) then you should only lose whatever you agreed to initially.    

What I don't understand is why Sunshine wouldn't get in touch prior to the date IF your holiday was still live, as most send generic emails saying something on the lines of ...holiday time here!  Enjoy!  Any problems phone...    that sort of thing.   If you haven't received any emails at all it would kind of indicate you are not on the list?   Can't say for sure but seems strange.     Get on to your account and see if you have a cancelled status.      

macman

FCO advice was not to travel. Advisory only-it did not prevent you from travelling.

eskbanker

macman said:

FCO advice was not to travel. Advisory only-it did not prevent you from travelling.

....but could still activate the clause used by multiple providers (including Sunshine) that allows customers to exercise cancellation rights granted by regulation 12(7) of the Package Travel Regulations:

26. If You Cancel your Multi-Contract Package due to Unavoidable & Extraordinary Circumstances

If you have booked a Multi-Contract Package, you have the right to cancel your confirmed Multi-Contract Package before departure without paying a cancellation charge in the event of “unavoidable and extraordinary circumstances” occurring at your holiday destination or its immediate vicinity and significantly affecting the performance of the Multi-Contract Package or significantly affecting transport to the destination. In these circumstances, we shall provide you with a full refund of the monies you have paid but we will not be liable to pay you any compensation.

Please note that your right to cancel in these circumstances will only apply where the Foreign and Commonwealth Office advises against travel to your destination or its immediate vicinity.