Guarantee on your holiday

Frequently asked questions

• Does the SGR Guarantee also cover individual airline tickets booked with an SGR participant?

  No, article 3, section 7, sub c of the terms and conditions of warranty state that individual agreements relating to air travel are not covered by the SGR Guarantee. Scheduled services and charters are also not covered by the SGR Guarantee.

• When will I get my money back?

  If you have submitted your claim online and are entitled to reimbursement by SGR, you will be notified as soon as SGR is going to make your repayment.

  Depending on the scope of the damage and the number of affected persons, this may take some time. Follow your claim online by logging into your account on the SGR website.

• What is the response period for my submitted claim?

  The response period depends on a number of factors. If major bankruptcies are involved, the process will take longer. We aim to have your claim processed quickly but are unable to provide a set deadline.

• If I have paid for my hotel stay myself, how should I submit my claim?

  If you have paid for your hotel stay yourself, and during your holiday, the SGR travel agency through which you have booked goes bankrupt, you can submit your claim online. When uploading your online claim, include your hotel invoice and proof of payment to the hotel. SGR will then assess your claim.

• SGR is still going ahead with my flight even though an affiliated travel agency has gone bankrupt, but I want to cancel this flight because I have booked another trip. What should I do?

  Send an email to info@sgr.nl. SGR will process your cancellation in accordance with the travel and cancellation conditions of the travel organisation.

• My trip did not go ahead as agreed in the reservation. I would like to make a complaint. Does SGR handle these complaints?

  No, SGR does not handle complaints. If you discover that your trip has not gone ahead as agreed in the reservation and the travel organisation has not resolved your complaint to your satisfaction, you can refer your complaint to the Travel Disputes Committee, subject to their terms and conditions and within the set deadline. Is your travel organisation not affiliated (via an ANVR membership or voluntarily) with the Disputes Committee? You always have the option of taking the matter to court. For more information and practical advice, you can also consult the ConsuWijzer website.

• Where can I find the SGR Guarantee Scheme?

  Our current terms and conditions of warranty can be found here.