Name: Sunshine.co.uk
Address: 14 Berrymoor Court,, Cramlington
Rating: 4.75

“No way to get in touch with”

Posted 6 years ago

Hello, I am sorry to hear you are having difficulties getting in contact with our customer service team. My apologies first and foremost of the inconvenience that this may have caused. Please can confirm if you still need to speak with someone about your booking. I will then be able to arrange for one of our team to contact you at a time that is suitable for you. Kindest regards, Shelley Sunshine.co.uk

Posted 6 years ago

“Absolute nightmare trying to get hold of someone! I made a geniune mistake and put my name down 3 times om the booking form instead of my kids names ..i am now being charged £280 to change Christian names... Thomas cook said the airline doesnt charge its the agent!!! Deeply disappointed and angry that people can charge what they like and rip us off!!! I will.lose my deposit and go with someone else.. Disgusting attitude ...”

Helpful Report

Posted 6 years ago

Hello, I do hope you are well. I am terribly sorry that you had a disappointing experience booking your holiday with sunshine.co.uk. We take every review very seriously, and do try to follow up on any issues. My apologies first and foremost of the inconvenience that this may have caused. So that my team can contact you directly and I can look into your complaint, please can you send me an email containing your booking reference number and contact details? The email to contact me directly is here: shelley.robinson@sunshine.co.uk Kindest regards, Shelley Sunshine.co.uk

Posted 6 years ago

“We booked All inclusive but at the hotel we're told we'd only had all inclusive soft not hard and had to pay to upgrade to include any alcohol available. The hotel was in much need of an upgrade. Several stations were manned by the same member of staff, raw food or not available, On arrival at the hotel we were given a room with missing nets, no plugs to either bath or sink, broken hall light broken fridge broken balcony door lock. Reported this 5 times they came looked and left, nothing done, fridge replaced, No MINI BAR if you want to have a drink in your room you can ring for room service, MORE COST. Pool area all furniture flaking old varnish which got on everything. Pool equipment left in the pool, baby pool i had to ask to be cleaned as hadnt been done since we arrived 8th day. Hotel just badly run down...”

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Posted 6 years ago

Hello Anne, Thank you so much for posting your review. I am terribly sorry that you had a disappointing experience at your hotel. We take every review very seriously and do try to follow up with the hotelier if customers aren't happy with the service they were provided. I will endeavor to make sure this doesn't happen again in the future. I would also like to offer our sincerest apologies for any inconvenience this may have caused. Kindest regards, Shelley Sunshine.co.uk

Posted 6 years ago

“Ridiculously long waiting times to get through to speak to someone. Holiday due to go in July 2019 looking to do name change and they're constantly blaming the airline even though the airline will not deal with me directly as sunshine are ones that I used to book with. Stay clear off sunshine!!!!!!!”

Helpful Report

Posted 6 years ago

Hello, I am sorry to hear you are having difficulties getting in contact with our customer service team. Unfortunately around this time of year the phone lines do get incredibly busy as we are entering peak season. My apologies first and foremost of the inconvenience that this may have caused. I have passed your details over to our contract centre and they will be in touch with you directly to follow up your query. Kindest regards, Shelley Sunshine.co.uk

Posted 6 years ago

“Now I’ve booked and paid can’t get a hold of you to find out how to print boarding passes with jet2. Your instruction to do this is totally incorrect and I’m having a panic attack as I travel next eeek. I need a jet2 booking reference to do this not a sunshine booking reference. Can someone please help 07966 216039?”

Helpful Report

Posted 6 years ago

Hello, I am sorry to hear you are having difficulties getting in contact with our customer service team. Unfortunately around this time of year the phone lines do get incredibly busy as we are entering peak season. My apologies first and foremost of the inconvenience that this may have caused. I have passed your details over to our contract centre and they will be in touch with you directly to follow up your query. Kindest regards, Shelley Sunshine.co.uk

Posted 6 years ago

“Not at all happy that our order was not placed straight away waiting to contact us re disabled passengers cost us an extra £100 as the real time price had gone up, I think this is disablement discrimination and although not a fan of social media I think it might have some merit in this case.”

Helpful Report

Posted 6 years ago

Hello Robert, Thank you for taking the time to write your review. Just to provide further information on why this happened when making your booking. Once you have placed your order with Sunshine, you will receive an ‘Order Request’ email containing the details of your order summary. At this stage, your order has not yet been confirmed. Our system will then attempt to automatically book your order with the individual suppliers stated on your order summary. If all of the elements of your holiday are available at the price quoted on our website, your holiday will be booked and you will receive your ‘Booking Confirmation’ email. If, for any reason at all, our system cannot fulfil your request, your order will be set to pending and a member of our customer service team will call you to discuss your options. This may be caused by a fluctuation in flight prices or hotel availability changing at short notice. At this point, no money will be taken and you can choose to either cancel the booking free of charge, pay any additional costs, or find a suitable alternative for your needs with one of our advisors. Unfortunately, this does occasionally happen with a very small proportion of bookings on our site, and this is written within our terms of business on the website. This is certainly is not something that happens due to disablement discrimination. This could happen to any customer that uses our site and unfortunately it is simply due to the price of that specific booking or holiday. If you would like to discuss this with me any further then please do feel free to get in touch. Kindest regards Shelley Sunshine.co.uk

Posted 6 years ago

“Booked luggage with flight. When booking confirmed, I immediately phoned them to say no baggage showing. Immediately, not 3 weeks later! Customer service sai nothing they can do and now have to pay a lot more for 1 suitcase. So warning to all, check your booking very carefully add they won't amend it once confirmed!”

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Posted 6 years ago

“Unable to log into account for 3 days, rang on several occasions to be up to 47th in the Que on a 13p per minute line. Still had no contact although promised two call backs! Wish I didn’t book!!”

Helpful Report

Posted 6 years ago

Hello, I am sorry to hear you are having difficulties getting in contact with our customer service team. Unfortunately around this time of year the phone lines do get incredibly busy as we are entering peak season. My apologies first and foremost of the inconvenience that this may have caused. So that my team can contact you directly, please can you send me an email containing your booking reference number and contact details? The email to contact me directly is here: shelley.robinson@sunshine.co.uk Kindest regards, Shelley Sunshine.co.uk

Posted 6 years ago

“Easy & simple to book my holiday”

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Posted 6 years ago

“Have tried telephone customer service all morning desperately”

Helpful Report

Posted 6 years ago

Hello, I am sorry to hear you are having difficulties getting in contact with our customer service team. Unfortunately around this time of year the phone lines do get incredibly busy as we are entering peak season. My apologies first and foremost of the inconvenience that this may have caused. I have passed your details over to our contract centre and they will be in touch with you directly to follow up your query. Kindest regards, Shelley Sunshine.co.uk

Posted 6 years ago

“I know that my outgoing flight has changed and yet Sunshine still haven't told me. I made an error on my daughter's name, rang immediately to correct it, succeeded and was told 'no charge' - credit card statement comes in with £90 charge on it.”

Helpful Report

Posted 6 years ago

Hello, I am sorry to hear you are having difficulties getting in contact with our customer service team. Unfortunately around this time of year the phone lines do get incredibly busy as we are entering peak season. My apologies first and foremost of the inconvenience that this may have caused. I have passed your details over to our contract centre and they will be in touch with you directly to follow up your query. I have additionally requested that they look into this charge for you as well. Kindest regards, Shelley Sunshine.co.uk

Posted 6 years ago

“Was very disappointed to find out you had put my prices up after I had put a deposit down and secured my holiday. The woman I spoke was rubbish at explaining was like a robot rather than trying to help was not sympathetic at all. I have a couple of other people going on the same flight and hotel. There prices did not go up. You just saw an opportunity as others where interested to raise the price. You should be ashamed”

Helpful Report

Posted 6 years ago

Hello, Thank you for taking the time to write your review. Just to provide further information on why this happened when making your booking. Once you have placed your order with Sunshine, you will receive an ‘Order Request’ email containing the details of your order summary. At this stage, your order has not yet been confirmed. Our system will then attempt to automatically book your order with the individual suppliers stated on your order summary. If all of the elements of your holiday are available at the price quoted on our website, your holiday will be booked and you will receive your ‘Booking Confirmation’ email. If, for any reason at all, our system cannot fulfil your request, your order will be set to pending and a member of our customer service team will call you to discuss your options. This may be caused by a fluctuation in flight prices or hotel availability changing at short notice. At this point, no money will be taken and you can choose to either cancel the booking free of charge, pay any additional costs, or find a suitable alternative for your needs with one of our advisors. Unfortunately, this does occasionally happen with a very small proportion of bookings on our site, and I'm sorry that the team couldn't find you an alternative suitable option. Kindest regards, Shelley Sunshine.co.uk

Posted 6 years ago

“Very disappointed in the fact that I have always booked a holiday with you, and on this one occasion I try to book a holiday, it advised I would have to wait up to 48 hours for the holiday to be confirmed. Unlike me, I then proceeded to search elsewhere and found the same holiday like for like £100 less with Expedia. I then tried to call you to confirm that I no longer wanted to go ahead with you, but missed your call centre by 3 minutes at 8.03pm. I then started to email you, and by that time checked my emails to find the holiday had now conveniently been confirmed. I continued to email your customer services to this fact, and awaited a response. On not getting one I followed it up with another call to your customer services, who advised me I could not cancel the holiday without a £500 cancellation fee, nor could it be reduced or price matched with a competitor.”

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Posted 6 years ago

“Very unhappy ,we booked a flight and hotel deal , with transfers .when we arrived at the airport we had to pay to put our luggage on the plane ,we stated when booking that we wanted luggage included in the flight. In total it added £240 to our flight cost The hotel transfer from the airport was not there so we had to get a taxi at the cost of €25 We also was not informed that the hotel next to ours was a construction site , that had demolition works going on with heavy machinery and Jack hammers pounding out concrete , for 8 hours a day , 6 out of the 7 days we were there!”

Helpful Report

Posted 6 years ago

Hello Adam, Thank you for taking the time to write your review. I am terribly sorry that you had a disappointing experience booking your holiday with sunshine.co.uk. We take every review very seriously, and do try to follow up on any issues. My sincere apologies first and foremost of the inconvenience that this may have caused. I have asked the team to check the order information and contact you directly to see if there is anything we can do to assist. Kindest regards, Shelley Sunshine.co.uk

Posted 6 years ago

“Trying to get in contact regarding my Booking, customer service been on hold for 20 mins each time on call, no way on internet to get through to messsage hotel or sunshine directly, shocking”

Helpful Report

Posted 6 years ago

Hello, I am sorry to hear you are having difficulties getting in contact with our customer service team. Unfortunately around this time of year the phone lines do get incredibly busy as we are entering peak season. My apologies first and foremost of the inconvenience that this may have caused. I have passed your details over to our contract centre and they will be in touch with you directly to follow up your query. Kindest regards, Shelley Sunshine.co.uk

Posted 6 years ago

“I booked holiday and on the same day price was reduced by £100 and was still advertising the price that I saw but I received a call to tell me it had gone up on price but on the same day it was reduced by £100 I would not be booking again with sunshine holidays as when I contacted them they could do nothing to help I have told all my friends colleagues and family about how I was treated they seem to like to con people to pay more than what the advertised price”

Helpful Report

Posted 6 years ago

“Not very helpful - if a minor mistake is made when booking no real understanding!”

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Posted 6 years ago

“On the 11.04.2019 at 14:49 received email from yourselves confirming booking, same day received another email at 15:15 saying booking pending. You have taken the money so is our holiday booked or not? An urgent reply is needed. D. Crawley”

Helpful Report

Posted 6 years ago

Hello Mr Crawley, I do hope you are well. I have had a look on your file and would like to confirm that your order has shipped and has been fully confirmed. The emails should go out the other way around with your pending first then followed by your shipped. I am unsure why this has happened in this instance but I do apologise for an inconvenience this may have caused. You have absolutely nothing to worry about though as your holiday booking is fully confirmed. Please do give me a shout if you have any more questions or need any more information. Kind regards Shelley Sunshine.co.uk Holidays

Posted 6 years ago

“booked transfer when should have booked car hire - no help to resolve - simply stated transfers non refundable. When asked why - replied " it states non refundable" Very poor customer care should be customer care less.”

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Posted 6 years ago

“So on initial booking my flights were changed, no problem at all. The fact I landed at arricefe and yourselves hadn't changed my transfer time to meet my new flight time is shocking. I was stood there stressed and ruined the start of my holiday. The women hardly spoke English so made it even worse. Luckily I got put on q bus, but wasnt shown where to go to get the bus. Terrible service overall. You will be getting a email of complaint.”

Helpful Report

Posted 6 years ago

Shipping & Delivery
Delivery Methods	Postal Service, Own Driver, Courier
Average Delivery Time	Next Day
On-time Delivery	99%
Accurate And Undamaged Orders	100%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Under An Hour
Customer Service	4.6 out of 5
Returns & Refunds
Refunds Process	Difficult

Sunshine.co.uk Reviews

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