Coronavirus Frequently Asked Questions

Last updated 14 September 2020

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 to the 1 October 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. 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 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 canceled 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 1800 553 720.

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 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 before this month?

We are actively contacting all guests with charters scheduled to depart before 1 October 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 the 1 October 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: 1800 553 720 to discuss availability.

What if my charter is scheduled to depart outside this month?

If you have a charter scheduled to depart later than the 1 October 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 vacation 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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