Last updated: 2020-09-16
Thanks for reading this! It is not unbelievable that we will have contact with each other during this strange journey. The pressure on the outside world in general, and our Customer Service staff in particular, is highly evident, and in order for us to effectively manage your journey together, continue reading below!
What about my booking?
These terms and conditions will apply during the period specified by our airlines, hotels, shipping companies, etc. These can differ and will change as the development and scope of the authorities' decisions affect the activities involved.
Flight booking (not in combination with an accommodation booked through Sembo):
Is my flight canceled?
We strongly encourage you to check the airlines web site for the status of your flight. If your flight is cancelled, we will help you to apply for a refund with the airline if their rules allow it.
Many airlines have now stopped issuing refunds in cash and only offer rebookings or in some cases vouchers. This affects our ability to process refunds as we are subject to each airline's rules.
We are doing our best to speed up the process, however we must follow the airlines directives. If a refund* is approved, the process to reimburse you is automated and there is no need for you to contact us. Please be advised that the current handling time for refunds by the airlines may take up to twelve months.
*Booking fees, other products and services are not refunded.
If you prefer to rebook your ticket for a later travel date, please contact us as soon as possible.
If my flight is not canceled?
If you wish to cancel, contact us no earlier than 10 days before your departure. The airline's terms and conditions apply.
Hotel booking (not in combination with ferry or flight mediated by Sembo):
I want to cancel?
On “My Page” you will find your hotel reservation. There you can now choose whether to cancel your accommodation according to current cancellation conditions.
My hotel is closed?
You will be contacted by us. We help you cancel your accommodation. If you would rather move your booking forward in time, we will of course help you with this.
Package trip (a booking that includes both an accommodation and a ferry or air transport mediated by Sembo / DTF):
We continue to follow the authorities' directives and their relationship with package travel legislation.
If you would like to cancel your travel arrangement, we primarily offer you a Gift Card for the entire booking amount *, which you can avail in our entire range and in combination with all offers.
* The cost of the accommodation and the flight / ferry ticket price will be refunded, booking costs and any additional products and services will not be refunded.
Does my insurance apply?
If you have travel insurance, home or card insurance with travel / cancellation cover, please check what is included as these may have different rules regarding cancellation or re-booking of a travel arrangement.
If you have purchased a cancellation cover you will not be refunded for any cancellation.
What's going on out there?
Of course, it is a good idea to stay informed about the situation, possibly today's most unnecessary information ... We have attached some links below, but of course refer to our authorities.
In Sweden, the information is constantly updated by the Ministry of Foreign Affairs and the Public Health Authority. The EU has also launched a website (in English) on the corona virus.