Sunwing stalkers - these folks followed us to our hotel 5 days after the flight. They forced me to sign papers acknowledging that I was disruptive on the flight (I wasn't). Sunwing later apologized as they mistook my identity. They didn't provide me anyone to talk to thst spoke English. If I didn't sign I would be left there. I tried the complaint process with no luck. This is how sunwing treats their customers. They don't deal with issues when they occur they accuse you after, they say they got the wrong person. Thanks so much for ruining my vacation. Assholes read more

We booked a travel package to Cayo Coco, Cuba from Sunwing, we were encouraged to purchase premium packages for many premium services and unfortunately nothing is provided as their promised. Normal guests finished check in in 10 minutes, we're waiting more than 30 minutes still cannot get our passport back. The room supposed to be newly renovated deluxe room, in reality, the door and ceiling are with big cracks, toilet is broken, mirrors turned black, shower hanger is falling, TV and air conditioner are not working, WiFi is out of service for two days and one night, dead cockroach in the shower room... I took all the pictures and videos and sent them to Sunwing client agent, the answer is nothing new, they've been aware of it, sorry, the hotel supplier is not willing to refund the additional fee back, as an agent, he can't do much. The most important thing to torture us is their mosquito issues, there're armies of mosquitoes attacking us, they're banging on my face, nose, glasses, they're flying between my glasses to sting my eyes, I couldn't breathe, I might breathe them in my nostrils, it's crazy! I've worked on the cruise ships for 11 and half years, visited 52 countries and over 300 cities, including Cuba, but I had never seen so much mosquitoes in my lifetime! In the Memory Carrie beach resort, there're hundreds of swamps with stinky, foamy standing water where are constantly producing tremendous amounts of mosquitoes every day in their resort. Whenever we passed by, we got to run, my face was distorted and swollen, we even can't get out of the room at night, because the mosquito repellent cream doesn't work due to huge amounts of mosquitoes, they are extremely active during the night. What hurts me most is the agent- Mr. Khushbu J, he seems like willing to help us, I put a lot of hope on him, I thought that he keeps requesting me to send more pictures, videos and details, I believe that he's gathering all the evidence to help us, and no, he ignored all our requests and provided only apologies and two $75 vultures. We don't want your vultures, we want equivalent amounts of money back, since no service is provided as premium members, instead we almost got murmured by local mosquitoes, nobody ever mentioned anything about the mosquito problems with us when we booked our vacation packages. We felt scammed and got ripped off big time! They assured us that all the evidence we provided are correct! They apologize for it, still no money back! Money for Sunwing is on way in, no way out! If the clients are not happy, only apologies are provided, that's all! I will never go back with Sunwing, keep your vultures yourself! I will do anything I can to post in public reviews, for letting people realize how crappy your company is! Good bye Sunwing!! read more

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My Bad Experience in Jamaica !!! July 2025 " Disappointing experience with Sunwing at Fun Holiday Beach Resort in Negril, Jamaica. Issues with food availability and a garbage fire in the hotel's garden were very dangerous, causing health issues which made me sick during and after the trip. As soon as I arrived, I went to the emergency clinic, and I have still been receiving treatment until now. My trip was all-inclusive, and the hotel wasn't all-inclusive. Customer service of Nexus "Sunwing's Jamaica agent didn't provide adequate help despite providing other hotels, forcing me to pay more money. I would not recommend based on this very sad experience, and also, I couldn't find any professional help from Sunwing in Montreal !!! read more

Experience was an absolute nightmare! Our original flight was scheduled for March 1st, 2025 @ 4:45PM We arrived at the airport by shuttle @ 2:30PM It took over 45 minutes to simply get through baggage check. It took another 45 minutes to get through the boarding pass and security queues. We then waited in the gate area for over an hour, and boarded the plane at 5:30PM (45 minutes past the scheduled flight time.) As a person with MS, this was very difficult and taxing on my body. Once boarded, we sat on the plane for 3 1/2 hours. We were given very few basic updates about simple "delays" A small half cup of warm water was provided ONCE during that entire time frame. At 9:00pm we were told that the flight was cancelled and accommodations would be made. It took another half an hour for everyone to be de-boarded and brought back to the gate. From 10:00 PM until 11:45 PM the passengers were left outside the airport in the humid 25 degree heat with no water and no update of any kind from any staff. We also had zero ability to communicate with anyone unless we paid for wifi, as the 3 hour free wifi had expired long before hand. ALL other airlines had busses ready and waiting for passengers the moment they left the airport. Once busses finally started to arrive at 12:00 AM, We were told we would be going to the "Dream" resort 1 hour away. The flight the next morning was scheduled for 11:00 AM we drove until 12:30 AM when the bus over heated and broke down. Once we were back on the road, our bus stopped at 2 different resorts with no passengers getting off the bus. The driver had to get out and talk to someone or on his phone for long periods of time. It wasn't until 2:00 AM that our driver finally arrived at the resort we were told we would be going to. It then took another half an hour to get checked in and finally get some rest. The rescheduled departure (at 11:00 AM March 2nd, 2025) was then rescheduled again to 8:00 PM. We left the resort at 3:30 PM by shuttle, drove 1.5 hours back to the airport and arrived at 5:00 PM. The self check kiosk would not accept passports because information was incorrectly entered by the staff when they rescheduled the flight. (Ex: my name was Rob N not Robyn and therefore the passport scanner declined) Because of this, we had to wait from 5:10 PM until 7:40 PM before we could even check our bags. We got to the gate at 8:00 PM, and it wasn't until 8:45 PM that we finally boarded. (45 minutes after set departure time) We then waited on the plane until 10:00 PM before we actually left the tarmac. Because of these delays, myself and my partner had to miss a day of work. This experience was an absolute nightmare, and the flight getting cancelled was not the major issue, it was all the other delays, lack of planning, lack of information, and lack of proper care for the passengers, zero accountability by the airline, and zero customer service. The 11 hours on March 1st and the 7 hours the following day were absolutely unnecessary and regardless of the plane cancellation, It was "exempt" from the APPR under the blanket "Cancellation" which is nonsense. The entire situation should be considered and not just the "cancellation" as there were many other delays, lack of care and planning, customer service, etc which were within the airlines control. read more

I was trying to book a group all-inclusive vacation for 33 people with Sunwing Vacations and had a terrible time. They were non-responsive to emails, rude on the phone and the website was a nightmare. When I would try to contact them by phone, I would be put on hold for long periods and the call was dropped multiple times requiring me to call back. I refuse to EVER book with Sunwing again. read more

Horrible customer service, consistently hang up our call, and put it on hold forever And when they changed my flight, but my info not avaliable with the new flight Highly recommended to avoid Sunwing read more

My husband and I used sunwing for our destination wedding this past month and they were phenomenal. We went to Dreams Las Mareas, which left much to be desired, however, the sunwing employee - Miguel - was truly an angel. He was easy to talk to, helped provide support when the resort made mistakes, and provided us the opportunity to see such a fun and different side of Costa Rica and Guanacaste - he set us up on a private ATV tour with Andres who showed us so many amazing spots. It was wonderful. If you are going to Costa Rica, I absolutely think Sunwing is the way to go. They offered competitive pricing, provided wonderful support, and their staff on the ground is amazing. Miguel - it was such a pleasure and we are so grateful to you for your help while on resort. The flight itself was smooth and seamless with helpful airline staff and a wonderful pilot who handled the turbulence well. We were upgraded to elite plus which was very nice, and the seats were comfortable and spacious. We definitely would recommend upgrading/paying for seats if you can as other guests said their seats were rather uncomfortable. read more

I have to say I am shock at the total lack of competence from Sunwing. Our flight from Edmonton was delayed leaving, maybe not a Sunwing issue given the extreme cold. We do get in the air to Calgary and the Sunwing crew realize because of the delays, they do not have hours of service to make Costa Rica. Now we sit on the plane for an hour while Sunwing starts to work the issue. How they couldn't have know that and started problem solving while we were in the air is beyond me. We deplane after sitting for an hour, and are offered $20 for food while they try to get a new crew. Sunwing gets a new crew to site after several hours, great! They actually start to board passengers on the plane and hopes are high! As the plane is half boarded someone at Sunwing has enough sense to determine that now we do not have enough time to get to Costa Rica before customs closed locally. So now the decision is made after sitting at the airport for 6 hours, to cancel the flight. Now Sunwing staff send 100 people to try to find their bags and find the Sunwing agent groundside to get an hotel voucher 100 people go from baggage claim to baggage claim trying to find their bags and answers but neither are found and there are no Sunwing Staff at the counter for well over an hour. Calgary Airport staff have no clue about the issues but try to help to no avail. Other passengers, who were on the plane when the flight was canceled, do come out of international baggage with their bags but still have to further direction. 100 other travellers that could not access international baggage still look for further help. A Sunwing employee leaving for the day gets spotted walking out and asked to help. She talks to us like we are idiots because we can go to international baggage to get our bags. We further explain the situation before she disappears without answers. A passenger explains our situation to the head of security and we seem to finally find someone capable of helping or who at least cares to help. Now we line up at the closed Sunwing desk and one employee try's to offer hotel and food vouchers to an entire plane load of exhuasted travelers. When we finally get to the front of the line for help we explain we have 5 travellers and two rooms booked at destination. We are given one voucher and told it will "Be Fine". While checking in, to our surprise, the one voucher is not fine and we can not get enough beds for all our group. So we need to book a second room at our expense or are told one of us needs to sleep on the floor. We finally arrived at our destination 26 hours late. I understand cold weather makes everything difficult and that some of these issues are out of Sunwings control but they way it has been managed by Sunwing is shear incompetence And that is probably putting it gently. The lack of foresight at each step and unwillingness of anyone with Sunwing to try to help or proactively problem solve was baffling. I question how a company run like this can in-fact remain in business. We have a plane load of people that are Trauma bonded over our experience with Sunwing. read more

Sunwing & WestJet: A Masterclass in False Advertising and Customer Neglect After a brutal year, I spent over 12 months saving up to take my family on what was supposed to be a much-needed vacation--one last chance to reset, breathe, and enjoy time together. I booked through Sunwing, which is owned by WestJet, trusting their promise of "frictionless, unique and memorable vacation experiences." What I got instead was a nightmare. The resort they sold us as a "4-star" was a joke--run-down, filthy, and nowhere near what was advertised. The food was nearly inedible, a serious concern when traveling with family. Toilets broke constantly, our shower was non-functional, the in-room phone didn't work (safety issue, anyone?), and neither did the TV. This wasn't a vacation--it was a slap in the face after everything we'd already endured this year. And what did Sunwing offer in return? A pathetic $200 voucher per person--as if I should save up for another 1-2 years, hand them thousands of dollars again, and hope they don't send us to another dump. Insulting. Sunwing and WestJet clearly do not vet the resorts they promote. They are more interested in filling flights than fulfilling promises. Their own branding claims they're a "Canadian-operated company dedicated to delivering frictionless, unique and memorable vacation experiences." Well, it was memorable, alright--for all the wrong reasons. I wouldn't trust Sunwing or WestJet with a weekend road trip, let alone another family vacation. Avoid them at all costs. read more

booked a vacation for my family of 4 (myself, husband, 2 young kids age 7 and 10). I am writing after I tried to submit a claim under flight delay and was told that my claim is invalid. Here are the facts: - My flight was scheduled for July 27 @16:45 - 1st Delay to 21:45 that same day (5 hours later) due to staffing issues - 2nd Delay to 08:00 on July 28 (one day later) due to technical/safety issues Although I can appreciate that the second delay was due to safety, the first delay was due to staffing issues which is unacceptable and within the control of Sunwing. We spent over 5 hours at the airport just waiting with one delay after another. To make matters worse: - After we were offloaded from the unsafe flight, we were required to wait for our luggage which took over an hour - After retrieving our luggage we were required to wait in line for another 1.5 hours in order to get a taxi voucher. By the time we got home, it was almost 1am. - We were required to be back to the airport the following morning by 4:30 am (per their employees). This meant that we got 3 hours of sleep (at most) and this is how our "Wonderful" vacation was to start - We finally got on the flight the following day and upon arrival at the hotel at around 3pm, we were advised that they could not find our room booking. This was strange since I would have expected Sunwing to have advised the hotel of this delay since we purchased a vacation PACKAGE. But it appears that we did not have rooms. It was another 2 hours until we were situated in rooms. As you can tell from the above, our first (but really second day of vacation) was a complete write-off. We were sleep deprived, tired, stressed and in foul moods. Keeping in mind that we went through all of this with 2 young children. We were so exhausted by the time we were in our rooms, that we just slept. That is 2 days of vacation gone. After all of this, Sunwing's response was: Sorry, nothing can be done for you. Had the flight not been delayed in the first place due to lack of staff, we would have found out at 4pm that there were issues and things would never have been as awful as they were. They DO NOT take responsibility for their issues at all. USE ANY OTHER AIRLINE!!! read more

Avoid Sunwing Vacations! If I could leave a no star review I would. We booked an all inclusive adult only resort vacation to Cancun. We were informed less than 6 hours before our flight would be delayed and they were looking into the reason for the delay. We booked our short trip based on the early arrival and late departure so we would have 5 full days. Due to the 14 hour flight delay, we lost a full day at the resort. We immediately called Sunwing and were advised to fill out complaint forms. After filling out 3 forms later and trying to be directed to the appropriate customer service department, Sunwing simply gave an apology. That is all ...an apology. Absolutely not acceptable. They take no responsibility for the delay and refuse to abide by the compensation outlined in the Canadian Transportation Acency: Large airlines must pay: $400 if the passenger arrives three or more hours late, but less than six hours; $700 if the passenger arrives six or more hours late, but less than nine hours; and $1,000 if the passenger arrives nine or more hours late. They will try to find loopholes to avoid this and take no responsibility at all. Also, they have yet to address the full day loss at the resort. A simple apology does not compensate for the stress, loss of vacation time, and time spent trying to resolve the situation. There explanation for the delay was due to a technical defect?? What does that entail. There were several flights by Sunwing that were delayed or cancelled that day. Were they all technical defects? The Captain on the flight apologied for the delay and said he was only called a few hours before to fly the plane. So does technical defect mean staffing issues on Sunwings part? We plan to continue to seek rightful compensation from Sunwing that we are entitled and will not accept a simple apology! read more

I was given wrong information by sunwing rep by booking a 7 day vacation with my wife. Resort was 4 hours drive from Cancun while we been told 10 min drive. Wrong been advised all inclusive while beside the room booking nothing was included.. extremely expensive restaurant attached on a isolated island Holbox. On top sunwing lost my wife's luggage. We reached out to sunwing and advised them all this but nothing moved everyone just avoiding the resolution and giving us a run around. We planned this vacation for long and sunwing has ruined our 7 days worth of good time. read more

SUNWING VACTIONS. Should you fly with them? Yes. No? Well In this review we are going to find out today! So in this review we are going to be focusing on many things - EXPERIENCE - FLIGHT CREW Lets get started! - EXPERIENCE The Airport i go to is Toronto Pearson Airport. but that is for a different review. now i go to sunwing sometimes. it depends on what airline is available at the moment. Now this isnt the first time i flown with sunwing before. but lets just use my recent vacation for this. Now we were sitting in Elite Plus. For me chairs were nice. all of the chairs are nice. Taking off was smooth. Now its time for FOOD. Now when it comes to food for sunwing. you dont really get like a meal or anything. you get snacks. you could get noodles. candy now there are pasta. landing was smooth. on the way back home. well lets just talk about it. so on the way back on. before we got on our flight. sunwing delayed it for 15 minutes. then we got on. now there was this rude person which i will not talk about as this is just about sunwing. taking off smooth. landing smooth. now sunwing takes a while to get your bags to come. like a while while. note of that. - FLIGHT CREW Now They were amazing. They were nice friendly and overall nice. for this one time. i was going to the washroom. and all the staff and i did some small talk after i went to the washroom. and they were super kind. and they told me how nice i was. they were very nice. so overall should you fly? Well. if you want to get to Point a to point b. and dont want any in flight entertainment and just want a regular flight. then this is the one for you! - Ethan K. read more

I'd give this company a zero if possible. They are by far the most dishonest company in Canada, which says a lot when you're scraping the bottom of the barrel with other companies that use dirty tactics to steal from people. In 2020 I booked a trip and sunwing cancelled due to covid, I initially had intended on filing an insistence claim but decided against it when the Canadian news was reporting that insurance companies were just denying the claims. Received an email in August 2020 stating I had a credit, sunwing extended credits from Covid through September 2026. I finally got around to consider using it and I was told they simply didn't issue a credit because I didn't want it and claimed I denied it. I asked for the document that says I denied the travel credit and they can't supply it... because it doesn't exist. They took money for a trip, cancelled the trip, and then decided I declined a credit but, they kept the money. I'm now having to pursue action through small claims court. I know westjet recently bought this company , perhaps they can turn it around, but as it stands today, DO NOT buy anything from these thieves. The customer service is also the worst I've experienced from any company, and I've dealt with low ethics companies before, but sunwing is worse than they are. They will prey on those that they feel they can screw over. Absolutely disgusting how they feel entitled to keep someone's money. read more

Our trip was delayed by a day and a half. Sunwing rep at the hotel said we could lay $1000 to change our flights and we had to go direct to the hotel if we wanted another night. Hotel was not as excepted and they refused to recommend another one Horrible communication about flight delays. Was promised call backs that never happened. Almost no food available on a 5 hour flight. Honestly, don't use this company. It may be cheap but you get what you pay for. read more

What has happened to Sunwing?? We have traveled to Mexico several times, mostly with Sunwing. Their service has drastically declined. Everything controlled by Sunwing was a gong show, from huge lineups to check passports and drop off checked luggage, even though we had done on line checkin. Worst of all was the 90 minute fiasco of sorting out 'included' transfer to hotel in Cancun. Won't use Sunwing again! read more

HORRIBLE SERVICE!! DO NOT BOOK EXCURSIONS WITH NEXUS TOURS PARTNERED WITH SUNWING. SAVE YOUR TIME AND MONEY. My friend and I booked a shopping excursion that was part of a complimentary service that NEXUS TOURS provided us with. We booked a slot which was confirmed for a 10am pick up, which "apparently" got postponed due to a flat tire by 3hours 10 minutes delay. Now, we've been waiting for well over past 1.5 HOURS for our 1.10pm pickup which according to the tour guide, the driver called our name (they didn't, we found out after checking with hotel staff at entrance) and we've been waiting since 12.45pm in the main lobby to make sure we didn't miss this pick up. We ended up wasting over half of our day due to the mismanagement by NEXUS TOURS/SUNWING. We do NOT have time to waste over half our days on this trip with this nonsense, to be lied to and then be told that it was our fault when it clearly WASN'T as confirmed by resort staff. AND THEN, WE GOT TOLD THAT THE DRIVERS WENT TO AMOTHER RESORT INSTEAD OF OURS. HOW IS THAT OUR FAULT? We further got gaslit by being told that it was after all a complimentary service. MY DAY IN CANCUN WASN'T COMPLIMENTARY. I PAID FOR IT. We want a SUPERVISOR or MANAGER to contact us to rectify this error or best believe that both NEXUS TOURS and SUNWING will be getting negative reviews all over the social media platforms. Call it what you must, a threat or a warning unless the error gets rectified to OUR satisfaction. read more

My vacation was for a trip to Memories Caribe Cayo Coco (Cuba) from February 10th through 17th, 2024. We purchased the Diamond Club upgrade to a Superior Deluxe Lakeview All Inclusive room for our stay. An extra $240 that we were happy to pay to have a more enjoyable vacation. So far, so good, yes? It was a washout. From the uninformed Sunwing staff at Moncton airport to the lack of Diamond Club upgrades we did not get at the resort. We did not get the lakeview room we paid for. We did not get the welcome cocktail upon arrival. We did not get the daily beer and pop in our room that we paid for. The Diamond Club upgrade was supposed to provide us with daily a-la-carte breakfasts, but everybody and their uncle were able to get them. Complaining to the Sunwing rep at the resort was fruitless. Before leaving for Cuba, we paid for the VIP upgrade ($50 each) at the Cayo Coco airport. At the resort, people were paying $30-$40 for the same package. Don't pay for any upgrades through Sunwing! To summarize, the Diamond Club upgrade that Sunwing charges is not worth the money. I don't blame the Cuban people at the resort. They don't have much and are doing the best with what they have. Sunwing, on the other hand, should at least ensure people get what they pay extra for. read more

Garbage company, just imagine our fight to Calgary Supposedto be Dec 22 and they keep lying to us and delay/reschedule for days , the last phone call they told us our flight will be December 26. Highly recommend DO NOT USED THIS COMPANY, I will never ever book with them again. read more

Sunwing Vacations - Travel Services Near Me - Etobicoke, Ontario

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I had booked a wedding vacation prior to covid . due to covid my trip had to be cancelled and refunds to be sent to all my guests.. To this day they claimed to have refunded my deposits to my credit card and i have been calling my credit card and they had indicated that no refund has been received! Since september 2021 I have been calling and sending emails and they keep pushing me away and deflecting that they have sent and refused to rectify and resolved the issue with my refund!!!! what a terrible experience dealing with this company. I need help regarding this as its almost feb 2022 can i go to a lawyer? any one else have this problem? any one have an idea rgarding class action i need help! read more

I waited an hour to get a hold of someone so I could change the name of a booking as unfortunately my computer Auto filled the names of the booking for both my wife and I. When I reached out to them, they charged me $270 To change the name. We will NEVER be using sunwing to book any of our travels. read more

My wife and I had our first and most terrible experience during our stay at Grand Memories Varadero. We previously have been to many vacation destinations with Sunwing including Cuba, and we enjoyed each moment of our trips with Sunwing Vacations. My wife and I recently got married and we decided to have honeymoon in Varadero Cuba since we loved the city so much, but this trip overall was horrible, and we decided to never return. We departed from Toronto, Canada on March 26th at 04:30PM. The plane WG620 did not have snacks (crackers) or soft drinks to offer to the customers like they did before. On-board they only have Water, tea, coffee, and nothing else for free. We were starving so we asked to buy snacks and we were informed that the only snack they had was a small bag of popcorn for almost $5. I had ordered alcohol from duty and as promised I expected the staff to deliver them to me. However, I did not receive the alcohol until the plane landed and I had to ask the plane staff for my alcohol. Upon landing in Varadero on Mach 26, at 08:30PM, the plane hit the ground so hard that every passenger jumped up and down in their seats and screaming loudly. We all thought that the plane crashed. The pilot was very incompetent and unprofessional. He did not even apologize to the passengers. After patiently waiting for THREE hours at Varadero Airport in the rain we were finally transported to the resort at 12:00AM. We now fear every time the plane lands. When arriving at the hotel, there was only one concierge serving about 100 guests. After waiting in the lineup for almost two hours, we were finally assigned to our "superior" room at 2:00AM. Our room was EXTREMELY MOLDED. The TV, bed and Furniture's were probably from 1940s. The bed sheets had cigarette burns all over them. The toilet was old, broken and did not flush. The faucet knob was missing. No towels or any water in the room (SEE PHOTOS). We returned to the front desk and requested a different room. We had to downgrade from a superior room to a standard room. After pulling our luggage around for hours, we go to the standard room at 03:00AM. The standard room was no better than the superior room however it was not molded as bad as the superior room. The AC did not work in the standard room. None of the room phones worked so I returned to the front desk and asked for a technician. They said the tech will attend right away. I returned to the room and waited for hours, and no one showed up. We fell asleep in the heat since we were extremely tired and couldn't run around anymore. I returned to the front desk the next morning at 11:00AM and they said we will send a tech to fix the AC. We returned to the room at 05:00PM and the AC was not fixed. So, we returned to the front desk AGAIN and they gave us another room. This new room was in no better shape but at least the AC worked. The safe box, washroom door, toilet was broken. The room had a third bed, and this bed had straps and belts around it, it looked like it was brough from a prison or a mental asylum. We had enough at this point, so we decided to stay in this room, and we knew that this was it and it wouldn't get any better. The rooms were infested with bugs and cockroaches. The room service staff were so mean and unprofessional. They had towels, water, and other hygiene products on their carts, however refused to give them every time I asked. EVERY SINGLE MORNING at 07:00AM the room service staff assigned to building #11 were talking, yelling, to each other VERY LOUDLY in Spanish across the halls. I asked them multiple times to speak quietly, but it never stopped. I was approached by a female guest saying that one of the room service staff is wearing her shoes and she asked them to return her shoes and they refused. I could not believe it! but i saw the maid return it to her when the guest threatened to call the police. The buffet and restaurant staff were so unprofessional, rude, and disrespectful. They did not smile. They did not come to the tables to offer drinks or water. And when you ask them for water, cutlery or ect, they say we bring it to your table, but you NEVER receive it. They never wipe the tables. They plate and cutlery were very dirty each time. The bar staff were alright (ONLY IF YOU TIP GOOD) however, they never had Vodka, Tequila, or any other drinks other than warm RAM and BEER. The wait time at the bar was REALLY LONG. The wait time to get a drink was at least an hour. Almost every day, No Fanta, no sprite, or any other soft drink other than their homemade Coke (WATER and SUGAR ONLY). The SNACK BAR staff were HORRIBLE. Words cannot define how terribly they treat people. They fought us three nights in a row, simply asking for Tequila shots (SINCE WE UPGRADED OUR PACKAGE TO DIAMOND CLUB). When we asked for their names, they gave us the wrong names. We wanted to complain about the staff and the management told us that those are false names. read more

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I booked a vacation through sunwing at the Krystal Grande resort in Cancun after trying to resolve my numerous issues at the resort with concierge and getting nowhere, I reached out to Sunwing for help. I told them how my washroom in my suite had the ceiling collapse due to water damage and that the resort stating they "fixed it" was merely them sweeping up SOME of the drywall and never patching up the ceiling. They would not move me to a new room either. The resort also used an app to be able to book the restaurants and it would not work for me or my friends at random intervals, when I went to concierge to ask for help the person at the front desk took my phone and tried to do everything I already did and could not figure out how to fix the issue. SO he told me to just go to the restaurant at 6 pm and see if they could give me a reservation for 5 people knowing full well that wasn't going to happen. When we finally did get into the italian restaurant we were greeted by the biggest cockroach I have ever seen in my life. I have been to 4 other resorts in mexico and not once have I seen such grotesque conditions and rude employees. My friends also had their washroom flood and they got moved to a new room and experienced a new set of issues. When we all went down to concierge Viktor offered us wristbands for the "Elite" "Benefits" he promised us that this would make up for the continuous disappointments we were experiencing. This bracelet gave us access to the beach bar which was not nearly as good as the one we already had access to and the bartender seemed to be annoyed any time you went to ask for a drink. It offered us access to the small infinity pool where we were ignored by any wait staff and had to haul ourselves out of the pool and down to the beach to get drinks for ourselves. and access to the elite lounge where they handed us menus to order breakfast and when I ordered my breakfast I was told to get it myself in the buffet. So I will say it again, this did not make up for the issues we faced. Upon checkout the concierge tried to get me to sign a form, when I asked what it was for she confidently told me that it was to say I had received the elite bracelet and was now returning it. I took the form and read it, it was not what she said it was in fact it was me stating that this hotel did their job in rectifying all the issues and me releasing them from holding them accountable. I told her I was not going to sign it and she called Viktor to the front where he asked me why I took the elite bracelets if I didnt think it made up for the issues. I told him because he had promised us there would be benefit to the bracelets and that it actually added to the terrible experience. He then asked me why I didnt come back down to concierge and ask them to fix the ceiling in my room I told him I did and they sent someone up at 11:45 PM on NEW YEARS EVE with a plunger and didnt have a key to my room so they wanted me to leave the fireworks show to go let the guy with only a plunger into my room. I told all of this to sunwing more than one time and every single time they came back to me with "The resort says they compensated you for the issues and fixed my washroom." Neither of which are true. Save yourselves the pain and book with someone else and somewhere else, seriously. read more

If I could rate lower, I would. I've traveled with Sunwing several times, most without hic-cups. My last trip was an unmitigated disaster. We booked to fly out March 6th at 10:15am., flying to Cancun. At 5am, we started to receive texts advising us of a flight delay...pushing our departure to 12:30pm. As you have to be at the airport 3 hours before an international flight, we departed for the airport at 9:30am. Whole on the shuttle, we rec'd another text saying our flight was moved to 1:30pm, then another moving us to 2:30pm...then finally another saying 6:00pm. We didn't leave Toronto until 6:30pm. Despite the Passenger Bill of Rights, the airline did not offer food vouchers for our 8 1/2hr delay. as we know the law, we demanded them and were given each a $20 voucher. When we were at our fate at 5:30pm, we spoke with a family of 9 who were given none. We advised them of their rights, and they stormed to the gate and asked for their vouchers. The staff hemmed and hawed until after 10 minutes of arguing with the passengers, they finally relented and gave them their vouchers. Due to our late departure, we lost a full night at the hotel (we arrived at 2:00am on the 7th). Sunwings response? ..."it was not our fault", despite the notifications stating they were experiencing "staffing issues". Our flight back was delayed 4 hours...supposed to depart at 2:15...didn't leave until after 6pm. I will never fly this airline again. read more

Garbage company run by bunch of morons, absolutely no customer service, no one in management can man up to take responsibility. Flight for delayed for over 9 hours without any notice from the company, made passengers showed up on time only to find out flight was delayed. After spending over 9 hours at the airport you were told the flight was cancelled...no staff at kiosk no update from the company. Tried filing a claim using their website, guess what? Flight scheduled to depart on December 18th departed on December 19th is not considerd a delay according to their record?? The heck? Miami and Toronto are in the same timezone! Never ever again with Sunwing...bunch of idiots read more

' Sunwing cheats ' bought a package recommended by the rep. told has to be quick as it shows only 1 room left. after I bought it , the room is still there, I monitored out of curiosity , then found not only rooms are there, 1 room left notice disappeared, then dropped by $200! on the same day!, called back asking price change, told too bad so sad. I bought insurance and went to cancel, told we only give voucher and you can't use it after 12 days. what a sneaky business. Never sunwing again. hope others learn from my experience Read less read more

We booked our vacation on the Sunday of our anniversary as they couldn't get us out on a Saturday. We were assured that the early 10:15am flight would get us to the hotel with lots of time to spare. We left our house at 5:30am to arrive for 8:30am. Once arriving, we were told it was delayed due to a "crew staffing error". It was delayed several more times to the point that instead of getting to our hotel room at 3pm, we didn't get to our room until 1:00am, completely missing our anniversary. We were told at the gate to email Sunwing customer support and received an automated response telling us that the Government of Canada protects them of delays and they can't do anything about us missing a day of our vacation. Very poor customer service and policies set to only protect them. Never again Book your own vacations direct please with the resorts and the airlines. 10 days later, and still no response and we have been blocked from the Sunwing site to leave a review. read more

One star should be minus one star for the poor service and the false promises and impressions they give customers and they don't keep it. Our family vacation to varadero Cuba was a week from hell read more

If we could leave 0 stars I would. And we have not even travelled yet. We had our whole family books rooms through their website. We wanted to make a change and add ONE child traveller the morning after, and the representative gave us so much attitude without hearing us out. Not only could we not add the traveller without adding an additional $5000+ worth of fees, but they added ridiculous fees onto our original Trip! Their attitude is "it's your fault". read more

One of the worst companies to deal with when it comes to booking a vaccation. There hold music says no hassle, No stress. This booking we are dealing with has been once of the WORST. It has been extremely stressful. No agent can figure out how to make the changes to allow us to get on a flight because right now we have at least 1 thing wrong with each family booking. We have spent of $20k & they don't care to fix it because that is just money in their pocket. They think having a family flying from Calgary to have our oldest child who is 12 fly from Vancouver by himself. They have some random person on our airport transfer pass. Once they get money from you they aren't there to help anymore. DO NOT WASTE YOUR TIME OR MONEY TO BOOK WITH THIS COMPANY!! read more

Sunwing is hands down THE worst airline I've ever flown with in my life. I had to re-book my flight home, the agent wrote on the paper that I don't have to pay OOP, yet I was STILL by an agent who promised me I would be reimbursed when I returned home. Then, 2 years later an agent reaches out to me about my claim. I provide the written proof, my invoice, and this Fiathe M still won't reimburse me. You guys are thief's and I'm coming after you until that money is put back in my account. read more

I filed a complaint with Sunwing Cares almost 4 weeks ago - not one response. It started with the delayed flight out of YYZ - 45 minutes was no big deal, but then upon arrival in Cuba, we waited, sweltering on the tarmac because there was no gate for the plane to park. We were 3 travellers, each with a single room. Upon arrival, each of our rooms had an issue, with one room, (2308) being horrible. The stench of mildew/mold was unbearable - mold visible in the bathroom. There was no flushing toilet, no A/C and no running water in the shower. Nothing could be done because we had arrived so late, so we shared a bed. The following morning, we were told that they would "see what we can do", but no promises. So we upgraded to Diamond Club: 3 x $27.50USD/night - $495USD right off the bat, but at least we had more comfortable rooms with the premium bar, pop, etc. Oh, wait - they had no beer, no premium bar and no pop - no water most days, or if you paid a bartender to slide you a couple small bottles for tips. So we went to the beach.... great service down at the beach, but no ice for your drinks, if you found something you liked with the limited selection. Turns out there were no working ice machines on the resort by the end of the week. We upgraded because we got access to more/better restaurants, but they too had supply chain issues - no eggs at breakfast, no chicken for 5 days, so it was pork and fish for 3 days in a row. These complaints are the ones that revolve around things that can be planned for and controlled - what could not be controlled were the flies. I get it - bug season. I did not expect to be enjoying my coffee when all of a sudden, a bi-plane flies less than 100' overhead and is crop-dusting pesticide onto all of us. The droplets of kerosene-smelling aerosol came raining all over the dining area. Really? There were a couple bright lights in our experience - we felt bad for the management dealing with the complaints. Zoe is the community manager and she kept a brave face while being pummelled daily. She did her best to explain why the resort was in such a state of disrepair, but you could sense the frustration of not being able to solve the problems. I am not going to dwell on the power-outages, the sudden appearance of all staff wearing covid masks, there being no food available 24 hours at the snack bar, or the lack of mix anywhere in the resort. Sunwing sold me on all of the amenities, the old pictures (pre-hurricane), the list of value - and we got nothing we paid for except a beach, and some sun. I could have received that anywhere. The staff were amazing. They tried their best to keep a smile on, and to help in any way they could. Sunwing is selling trips on empty promises. They are either willfully ignorant of what is occuring, or you are negligently complicit in fraud. Travellers beware! read more

If I could give them no stars I would. Do not every buy any packages or work with them. My 67 year old parents booked a package with them, befor there vacation they called directly to sunwing to ask question (they called because the do not use the internet) about whst they needed in order to fly ( civid test) and they said no. Turned out when they get to the airport and check in they did need it so 1 day lost of vacation and they had to pay for a hotel. Next day they have everything on the plain and the plain has a issue they will not catch the adjoins flight. they booked for 7 day vaccation and they where only going to get 3 so they decided to get off the plain. Nobody want to be responsible for all they went throug. again do not get any packages with sunwing read more

Not the first time we've flown with Sunwing, and not the first time we've purchased excursions either. We tried the 3 days in Havana & 4 days in Varadero. We were told on the bus and in an email to meet our rep at 10am in the hotel lobby in Havana. At 10:30 I got the front desk to start trying to get a hold of someone, but close to noon the lady called back and told me they don't come to the Memories Miramar Hotel, 2 hours of sitting around the lobby and wasting time and getting very frustrated because . . . . Our room at the hotel was accessible (I have bad ankles, knees, hips, and back) and I just needed close to the elevator, but they went all out. Amazing. AC didn't work well, but there was hot water, so we didn't ask for a different room. It was a little further from Old Havana, but can't expect them to move the hotel. Varadero wasn't our scene, but we had fun anyway. We booked the sunset cruise in Varadero, which included shopping . . . . where all the stores were closed. Hard to shop like that. An entire bus load of us waited where we were dropped off, after 20ish minutes, 6 people walked back to their hotel, 2 got in a taxi, and the rest of us were standing there, a nice security guard and I (I don't speak any Spanish) managed to get a call into the office, and an emergence pickup was setup. We were abandoned by Nexxus/Sunwings at a Marina in Varadero. The bus just dropped people off at the hotel, cans still rolling around the aisle, but they managed to get us back to the hotel. So the day before we went to leave, we checked in with our Sunwing rep at Starfish Cuatro Palmas, and I was told twice, 4 hours before our flight . . Our flight is at 10:55 so at 6:55 the bus would be there,.... that's even before breakfast. At 7:15 a different couple told us they were told 7:30 . . . so why was I there up early on my last day before a long flight? I would also like to mention, that I AM DISABLED, i wear ankle and knee braces and it is VERY hard for me to sit and stand up constantly, i have a lot of damage to my back, so sitting or standing too long in any position is painful. and 3 times on one vacation?!?!!? Needing a vacation to relax, and ended up with more stress than we went with. Submitted a complaint via the website, been 2 weeks, and nothing. Submitted a complaint via Twitter, and was told to do it on the website. This is not okay, this is not acceptable, Sunwing needs to take responsibility and make this right!!! read more

I was on the second flight coming back under the new restrictions set by the Canadian government. When we arrived at our hotel we immediately set out to find our Sunwing rep to organize having the covid test done for our arrival home. He knew nothing about it, surprisingly, as sunwings head office is in Toronto, I would hope they would communicate the laws necessary to travel. After two days of asking the Rep to find the information necessary for us to return home, we spoke with a few people on our resort who flew with Air Canada, they had a bus set up to take them to a clinic to have the test done. We realized Sunwing was not interested in helping us, we took matters into our own hands. I contacted the emergency hotline at the embassy in Ottawa, they emailed me a list of clinics in the Dominican that provided the test necessary under the new Canadian travel laws. We took a cab to the one closest to us, where we had to get a prescription for the test, we were told to come back the next day for the test. We went back the next day and needed a stamp? And were told to come back again the next day for the test. We realized we were being taken for a ride. After making friends with our cab driver, we finally had a translator and after 4 days of running around we got the test. What a waist of our time. After paying for our own way to the airport, as we had to go get our test results. We quickly realized that the plane to Montreal that was supposed to leave hours earlier left without it's passengers. It was chaos, I travel with work, I'm on a plane every six days, and I have never seen anything like this. People shouting, laying on the ground, sleeping in wheel chairs, screaming at Sunwing reps. It was crazy!! As it turns out all of the information on the covid tests was written down inaccurately and Sunwing wouldn't accept it. The passport numbers were wrong, or the date of birth was wrong, or not even on it at all. Mine had my age but not birthdate (which is on my passport, and my passport number was correct making that a stupid and redundant argument). I called the doctor we used for the test, he quickly corrected the problem and emailed a new form, but then Sunwing wouldn't accept it because it wasn't printed? One Sunwing rep recommend that my girlfriend leave me because her information was ok but mine wasn't... Do you believe that!? Wtf!!! In the end they accepted our information but left dozens of people stranded, they just packed up and left, so unorganized, no announcements, nothing, didn't offer us a meal, a ride, not even a goodbye, nothing, they just up and left. The plane was almost empty, the flight attendant was not happy, but neither were any of us. I asked for a snack, after sitting on a tarmac for hours, she offered to sell me a sandwich. I declined. I never leave reviews like this, and I've never had a problem with Sunwing. But after watching Air Canada clients get there tests done without any issues, then watching them get on a plane without any issues, I had to say something. Sunwing was unorganized from the first second, I could go on, didn't email our confirmation, had no answers, didn't care about us. Etc. Etc. Our rep was happy to sell us an excursion, (which I would have loved to do if I wasn't spending my holiday running around to get a test) but could not care less about our safety or way home. I contacted sunwing to offer them a chance to rectify or at least explain. #540082 As I expected they basically told me they did nothing wrong and it was my fault. They took zero accountability, even lied to me in the email. Told me they gave me the information necessary, but I have an email from the Canadian embassy proving they did not. Sunwing did nothing, somehow nothing might have been better. I never thought I would be jealous of anyone flying Air Canada. I would love to have the 4-5 days of my hard earned holiday back, but sadly sunwings customer service is just like the trip they sold us, non-existent. read more

TERRIBLE EXPERIENCE!! Complete waste of money. The customer service or lack of customer service is shocking! I needed to make a change to my vacation booking and had to call in four times and spend 8 hours on the phone!!!! I talked with mulitpy agents, was put on hold over and over, transferred, disconnected, told conflicting infomation over and over. I ask multiply times to speak with a manager. Well guess what ... they don't allow that. I asked them to me called or emailed as I couldnt spend anymore time on the phone.... they don't do that either. The agents consistly talked over me. Were not willing to listen. Advised me that they could not assist me as they didn't have the authority to but would not pass me along to someone who did. They said there was no managers on today to help me, that I could call back in another day and wait on hold and see if someone could help me. AWFUL!!!!!!!!! I NEVER DID GET MY ISSUE DELT WITH. I am at a loss for words at how terrible this experience has been. I will never ever travel with Sunwing again!!!!!! read more

Had to cancel with 35 days left before departure due to my wife's mother being given less than a month to live. They refused to give a full refund by saying there are no exceptions. Now we're are out over $2000 thanks to their heartless policies. This was my first time using Sunwing and would never in a million years reccommend this airline to anyone. Awful people to deal with. read more

Absolutely worst experience at the airport, they have the same line for check in and baggage drop off even if your flight is leaving in 2 hours you have to wait in the same line. They have a total disregard for customer service, even their workers are unfriendly and lack manners. They have a whole section dedicated to sunwing plus and it is completely empty, they won't take regular customers. The line was backed up all way to the washroom. I have had trips with air transat and other vacation operators and they are NOT like this. Avoid sunwing at all costs, it's honestly not worth your money. read more

Sunwing Vacations - Travel Services Near Me - Etobicoke, Ontario

We spent a week in Riu Ocho Rios in Jamaica. The hotel itself was not too bad. The one star is entirely for Sunwing and its representative in the hotel. She showed a gigantic amount of fake emotions, but gave us zero useful information. When she spoke about the Dolphin Cove, she missed a few vital points: - that you will spend one hour in a queue to get in - that you cannot take your own photos, but can only buy their substrandard photos at rip-off prices - that for the hefty price of US $130 per person you can only touch briefly the dolphin. For the swim with the dolphin you have to pay more. The so called royal swim is only in the fairy tales. Another blow Sunwing dealt us on the departure. They picked up us in the wee morning hours only to force us to spent 4 hours at the airport. The first of these hours - in a queue at the check-in counters, which would not open that early before the flight, of course. And with sleepy kids of all ages standing in the line. read more

I hope this is very public. Sunwing is an absolute nightmare of a service. First flight was delayed after 30 mins in the air. Pilot said: "Sorry I've been quiet. We have technical issues with our autopilot and I don't trust the plain to get to our destination". Something I'm assuming should've been checked before putting people in the air. We were stuck in the airport waiting for a solution for 7 hours and the only thing we received was a $20 voucher... non usable for alcohol. That's dumb. Get me drunk at that point. Customer service was a nightmare to deal with. I had to calm down your representative because he's "going through a burn out", "he doesn't own Sunwing so he can't really help me". When I asked him to put me in contact with his supervisor, his last words where "Oh sh#t" before hanging up the phone. The way back was the same. A $20 voucher is what you think my vacation time wasted was worth. "You can travel with peace of mind under our wing knowing that the highest Canadian standards are in place throughout your entire vacation experience, all delivered by one passionate team." is such a lie. Never again. I honestly don't trust anything you offer. read more