I purchased a hotel-only voucher from SUNWING for double occupancy at a beach front hotel in Cuba, where SUNWING also offers all-inclusive packages. All of pertinent details were disclosed to SUNWING in advance, including our names and birth dates. When I arrived in Cuba and contacted the hotel, the hotel demanded to know if we were married and then said they were refusing admission to us, on the basis of a difference in age. SUNWING sold me a room under terms that they knew, or ought to have known, would not be honored. It is a breach of contract on a basis that is unjustly discriminatory under Canadian law. Discrimination on the basis of age is illegal in Canada. My contract was with SUNWING, not the Cuban state run hotel company. The contract was made in Canada, not Cuba. I am demanding compensation from SUNWING. SUNWING is obfuscating and doing everything it can to blame the Cuban hotel for this fiasco, to the point where it is ridiculous. In the travel business, when something goes wrong as a result of the tour operator's negligence, the M.O. of tour operator is generally the same: deny, obfuscate, twist the truth around to suit its own end, lie and/or when all else fails, blame somebody else. Buyer beware when dealing with SUNWING. read more

We booked a trip with them this past December to Mexico. After landing in Mexico the first hint of their service level started to surface...luggage pick up was a mess. People waited and waited and were running around trying to find their bags, from talking to others on our flight they were even less lucky, their bags were lost and after a couple days they still hadn't heard from Sunwing despite repeated attempts to contact them. The Sunwing guides in Mexico seemed tired and run down, really disengaged. On the day of departure we had an early evening flight (7:45pm). We had to check out by noon so we hung around in our long pants and shoes just chilling out and waited till the 4:45pm pick up. Several groups of people were in the same boat. By 5:30pm we had repeatedly checked with the concierge with no info from Sunwing on the delay, apparently they couldn't be reached. At 6pm (we were about to take a cab to the airport) the Sunwing guide suddenly shows up and said your flight has been delayed due to mechanical problems, you will be staying an extra night here. He couldn't wait to get out of there - the resort was totally unprepared and he just took off without arranging for at a minimum some additional internet surface so travelers can contact home regarding delay. No info later that night on the departure time the next morning or what time our pick up might be. We received some travel vouchers and apparently someone was supposed to explain things to us when we landed at YVR..there was no one from Sunwing in sight. This was our first and last time with them. read more

booked as a direct non stop from Vancouver to Puerto Vallarta, SunWing 17 days before departure rescheduled flight thru Calgary adding almost 2.5 hours to the flight, the flight departs at 630 AM instead of 9AM. I am travelling with a medically compromised passenger, when inquiring about cancelling or rescheduling the vacation package i was told I couldn't because I did not have cancellation insurance and I would forfeit $3750 payment.. When i asked the SunWing travel agent to transfer or refer me to some one I could negotiate this, I was cutoff by the agent. I phoned back managed to get another agent and was cut off again. I attempted to call the corporate office, no answers and all voice mail boxes are full. My wife and I are in our late 70, this very shappy treatment by SunWing. read more

It's the worth company to fly with. There is consistent delay with baggage every time I fly. Aircraft is old. Not recommended unless you have no choice. read more

I booked a trip through one of the deal sites. The plane was average, if you are booking all inclusive be prepared to leave early in the morning or very late at night. As be prepared to wait at the airport when coming back. The flight crew were great and Friendly. Baggage made it ok but they broke my bag. Apparently, I didn't know that you have to see their booth before getting out of the airport. I called the this office the next day and they stated they can not do any thing as I didn't fill out the form when I was at the airport. read more

I just returned from an All Inclusive near Cancun. Flights were on time, baggage made it ok, the flight crew were great and the free food provided wasn't horrible (egg muffin down, sandwich back). The little dinky old school tv's were difficult to see. The movies were new but tv programming was old reruns of Big Bang Theory and How I Met your Mother, so not what I'd consider 'family' friendly. The upgrade to Elite didn't seem worth it us ($50 pp/flight). Yes, we got extra leg room and seat selection. But no priority boarding call was even made in Calgary and many customers who weren't Elite checked in at the Elite counter anyway. Nothing was said to them. We weren't offered a free head set, nor did our bags come off in priority on either end, supposedly additional Elite perks. I found it interesting that they tagged your carry-on luggage, presumably to ensure bags met the size standard but still many people were way over the allowed size so I'm not sure what the purpose of tagging these was. I get that used blankets are kinda gross but $12 to buy a blanket is pretty outrageous. Bring your own travel blanket! I was not impressed that on our first morning, someone from Sunwing Tours called our room at 8am and woke us up, to ensure we were at the 'meeting' at 9:30am, which was made to sound like we MUST attend and turn in a card to guarantee our transportation back. When in fact, it was just a sales meeting for tours. You can hand in your card for transportation to the Sunwing desk any time. While we were there we signed up for one tour organized by Sunwing Nexus. It was just too many people, like 70, and resulted in a lot of 'hurry up and wait'. You couldn't even hear the guides through the crowd. I probably wouldn't book tours with them again. Special shout out to the flight crew who were all very pleasant, kept the drinks coming and tried their best to make everyone happy. read more

The worst possible Airline Westjet and AirTransat are way better. Never spend on priority elite plus it is a lie and a scam. I spent an additional 180.00 to be a priority elite plus member. Which was supposed to include priority check in and boarding. Extra leg room seating, priority baggage pick up and a 150.00 voucher for future travel. Not one of those were given to me. The whole trip they denied I purchased the package. Even with their confirmation number. They have been refusing to let me talk to anyone from customer service after a number of calls and emails. I travel Westjet and Airtransat at least 3 times a year. This was the first and last time myself or the 11 people we were travelling with will ever use sunwing. Save yourselves the headache read more

I like sunwing, Always do. I went to Bahamas, Caya coco, Jamaica I book all these vacation in sunwing, there was once I write the wrong name, and they changed for me the second day I book the vacation. I always chose all inclusive for my hotel. The airline is always at 4am, that is too early for me, I can not even sleep that night. and I can play during the first day in the vacation. the airline seat is very small, I upgrade it all the times. read more

Flight WG410 on October 8th, 2019 from Toronto to Puerto Plata. After 2.5 hours in the air, the captain announced that the plain is needing the repair and we are going back to Toronto. The return time will be 1.5 hours. The plain was old (still with ashtrays) and with super uncomfortable seats. So, instead to continue the flight to Dominican which was 1.5 hours away too, they decided to go back to Toronto! I believe it is because for them it is much cheaper. Obviously no one cared for the passengers. After returning to Toronto and spending 3 hours in the airport, they send us back on the same plane to Puerto Plata. We arrived to the resort at 10 pm instead of 2 pm. For all this problems, they gave as $20 voucher for the food in Toronto and $100 for the next vacation or excursion with Sunwing. What a jock! Who wants to deal with Sunwing again after this? After the vacation, I sent the official complain to Sunwing and after 4 days, I still did not get any reply nor acknowledgment from them. read more

I flew Sunwing to and from Puerto Plata in Dec 2011 and was overwhelmingly impressed with everything about them. I am Super Elite Aeroplan with Air Canada and fly with Westjet and a lot of the US airlines. Flew in a newer, clean 737-800 series the same as Westjet. The entertainment system actually worked (unlike Air Canada and Westjet 50% of the time) and had decent selection of music. Sure, the screen was small and there were not many. Everyone I met was pleasant. Not overdone kitschy like Westjet, not plastic-fake superiority complex like Air Canada. The plane left and arrived on time. As a kiteboarder, they didn't charge me extra for my equipment like AC and WJ would and there was a general feeling of not trying to nickle and dime customers for every little thing. Aside from them being way cheaper than AC, I found them to be better run and a nicer experience. read more

LIES as to what is included in your vacation!!! WEBSITE COMPLETELY INACCURATE! My husband and I booked our honeymoon through Sunwing. We spent days online, sifting through different resorts and options. After doing last comparisons, we finally decided on a resort, based on the below: LISTED INCLUDED ON SUNWING WEBSITE: You & Me Package includes: * Tropical fruits plate in room upon arrival * Use of embroidered bathrobes & slippers during stay * Flower petals in room upon arrival * Champagne breakfast in bed (reservations must be made in advance with guest services) Based on availability (Double occupancy only) Wedding Certificate required upon check in Please request packages at time of booking. * Scuba diving as an included activity * Superior Room (which we paid extra to have) has Balcony or Terrace So we were sold and purchased our trip online. Through our booking process, there was no option to select the Honeymoon Bonus, so I called a travel agent (with SellOffVacation, as that was the seller) and explained the situation. She said doing it online doesn't offer the option to select that, but that she would reach out to the hotel directly and advise that we are honeymooners and would like the You & Me package added. A week before we left, I reached out to the agent again, as I hadn't heard anything back from the hotel (she cc'd me on the email). She emailed again with no response, so I called the hotel myself and advised that we have requested the Honeymoon bonus to our booking. We arrived, checked in and made our way to our room. We got there and were welcomed with a lovely banner on our door that said "Honeymooners by Blue Bay" and were so excited and couldn't wait to enter our honeymoon suite. We opened the door to just a room with none of the package inclusions in sight. We decided to go explore and talk with the front desk later. After we had a chance to settle in, we spoke with the resort guest services regarding the package; it was then we were told that it wasn't included at all. They had no idea what we were talking about and explained that it was a $400 package add on, and only included as a bonus when getting married at the resort. They even showed us their own website that had the cost of the package, as well as the included option when you book your wedding at the resort. Not only that, the scuba diving that was listed as "included" was the lesson in the pool - nothing else. Also, for the Superior room that we paid extra for to have a balcony/terrace had neither. The only terrace was at the bottom of the stairs of our villa (we were one of the rooms on the top floor) Feeling quite deceived and lied to, we took to Sunwing, as the resort had explained (and it was obvious) that Sunwing had the wrong information. It wasn't until our 4th day - halfway through our trip - were we able to speak with a Sunwing representative about the issue. After talking with the agent for a half hour, he went and talked to the resort. He came back and told us exactly what we already knew; that the package is only included with weddings. Annoyed, we explained that we already knew that, and put it back on Sunwing to make it right. We explained that these incentives were offered to persuade people into booking - and that's exactly what we did. But now we're being told that those aren't available and we are not impressed. He said he would talk to his higher ups and that he or another rep would get back to us the next day. On the last day of our trip, we received a call in our room at 8am from Sunwing stating they want to talk to us regarding our issue and he would be on resort at 2pm. I went to the spot they usually sit at 2pm and waited. And waited and waited and no one showed up. I eventually called and after being on hold for 20 minutes, they said someone would call me back at the front desk and to go wait there for the call. I finally received the call only to be told that the guy wasn't going to be there until 4pm. Furious that I was spending my last day of my honeymoon sitting around waiting for someone, the rep finally showed up, claiming he said he would be there at 4pm, not 2pm. He claimed that they were trying to get a hold of us all week; leaving messages with the front desk for us, but this was the first we had heard of any of this. I asked why he needed to talk to me to figure it out - all we wanted was what we were promised. He said he needed to confirm with us what he could work out. Again, we said all we wanted was the package we were told would be included from the very beginning. Coming to us the last day of our honeymoon was too little too late. They offered us $100 travel voucher good for year which we turned down because being married with 2 children and three jobs between the two of us - we don't have money or time to travel; our honeymoon was a gift from our wedding guests. In the end they said we could have access to the VIP lounge in the airport leaving the Dominican to make up f read more

If you can avoid using Sunwing then do yourself that favor. They could care less if you had a good or bad time and if you have any complaints don't bother emailing them because what ever the hotel says then that's what they will follow. I'm traveling in October and l will be definitely traveling with Transat, never had a problem with them. read more

Worst airline ever! If I could give a 0 star if I could. We checked 4 suitcases, 2 are destroyed! One looks like it was ran over by a truck on the way to our destination vacation, and the other was smashed in on the corners on the way home. The plane was very uncomfortable, and had absolutely no room to move around to adjust my feet and I'm only 5'5" so I could only imagine what a taller person would feel like. And to top it off my seat would not recline and the person in front of me, his seat reclined farther back then any seat, so I literally had no room. The entertainment was a joke, the headphone Jacks did not work, on either plane we took. It there was no personal units. There were no power points. The staff was good that is the only positive thing I have to say about this airline. The food wasn't great, had no options for gluten free or vegetarian diets. The flight home we landed twice, I swear the pilot had no clue what he was doing! Both landings were VERY scetchy. When the plane landed it was a very hard break, all passengers were locked in by their seat belts and held in to the seats in front of them. I nearly hit my face on the seat in front of me. I have been to over 20 countries I know how a plane should land and that's not it! I actually felt fear when we landed, and I'm thinking that could be the culprit to my second bag being destroyed. When we could hear and feel the staff ripping off the luggage off the plane. We could see them tossing it down as well. No wonder our things were destroyed! I will never fly with sunwing again, nor will I recommend others to fly with them either. read more

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Worst airline for vacation packages. Not only are the customer service representatives horrible over the phone. When you file a complaint about issues during your trip, their response is to say they're the best and nothing they've done is wrong. I tried to book a package over the phone because it would not allow me to do it online stating it was 'less than 24 hours to the trip' which it was not. I called and the rep told me it was sold out and hung up. I called back 2 minutes later when I saw it was still available online and guess what, their office was closed. No wonder he wanted to get off the phone and didn't want to make a sale. I was able to book the flight separately online and had to call back the next morning to upgrade to the package, which NOT surprising, was available and was never actually sold out (according to the phone rep that helped me). We got there and the hotel lost our reservation, the Sunwing representative was never at her designated spot when we needed her. We had to wait over 2 hours to book our shuttle back. Also - they advertise champagne flights for their vacation packages but don't actually provide the service (or they do on a whim, at their own discretion). Book with another airline, any other one. read more

Worst service. Avoid with all cost. At this time I am stuck in an cuban airport 4 hours + delay.(I had to find about the delay online since nobody would say anything) Sunwing what are you doing to your customers? read more

First of all, my husband and I booked a flight with Sunwing and we elected to pay about $100 more for a flight that left earlier in the day. When we got our itinerary, they had put us on the later flight, which was being advertised cheaper, but didn't tell us, and didn't give us any credit. So I called them and they gave us assigned seats, to compensate us. I would have preferred a credit, but they 'don't do that'. Then, at the last minute, my children were unable to fly with us. I called Sunwing the night before the flight and explained that we would not be using the kids tickets, and did they want to take my seats and maybe provide me with a credit.... unfortunately they "don't do that". And I didn't complain. I understood that I didn't get the correct cancellation insurance that would cover this (apparently the $400 insurance I had, didn't!). So we went the next day, and got on the plane without the kids... I figured at the very least, I would have a bit of stretching room, be able to put stuff on the seat beside me, and not have to share an armrest with a stranger. Instead, somebody sits in the seats. The seats I PAID almost $1,000 for. Same thing on the way back..... so they would not give me a credit, and then turned around and got sell the seats again. My issue here is the level of ethics involved. They would not give me even a reduced credit for my seats, and resold them. They made double the profit on those seats. And in my opinion, they should not be able to do that, if I paid for them.. Anyway, just booked another trip last week to go away to Cuba again, but are flying Canjet instead. I will never, ever fly Sunwing again. I work way to hard for my money, for them to steal it from me!! read more

Our round trip to Florida departed from Toronto August 31st 2014 and returned September 7th. Trouble began before the plane took off: they marked one of our party's checked bags as a wrong name being sent to Las Vegas! When we found out there wa sno reimbursement and they tried to accuse him of changing a flight from Vegas to Florida without going through the proper channels. Flight was delayed 4 hours, wait, make that 5. Their compensation was a measly $10 voucher which could not be used at the Duty Free and expired that day. When we finally got on the plane all of the seats had gum on them. Despite constant questioning and being told it would come, the complimentary champagne never arrived. Upon descent the child behind me began kicking my seat repeatedly. I tried to tell the inconsiderate parent to control her gremlin but she shrugged and said kids will be kids. When I buzzed for the flight attendant their answer: we are almost landing and there are no empty seats for me to move to. How about charging that family a fine or having the mother switch seats with me so she can experience back pain? Arriving in Florida Disney took care of everything else. Disney was fantastic. The flight back from Sunwing was not delayed, plane was still dirty though. Would not recommend to anyone else and I actually discourage people from booking with them fo future vacations and have successfully got friends to cancel existing bookings with them. read more

Transportation to the airport did not happen as promised, and both the local Nexus team in Mexico and Sunwing refused to take responsibility for the error and accused me of not being at the pick up location (I was there early, waiting patiently on time, with resort staff witnesses to confirm). My ask was a simple reimbursement of the taxi fee, nothing more. Extremely poor customer service, delays in response, repetitive/circular communications, and "goodwill gesture" of a travel voucher that has a value less than half of what the taxi cost. It is insulting and appalling that they feel they responded adequately and appropriately. It is clear Sunwing does not value customer service nor respect/believe a customer's account of what genuinely happened. I will never travel with Sunwing again when there are so many other travel companies with comparable cost and higher quality customer service. read more

Customer service while making my reservation was absolutely awful. The woman who booked my trip made me feel as though I was a total bother to her. The flight staff on the way home were great. I'm still trying to wrap my head around the $10 charge per blanket. I've never heard of this before. I think that the in flight entertainment should be a little more suitable for all ages. My kids ages 9 & 12 watched four episodes of Big Bang Theory on the two flights. I love the show but some of the content is too mature for kids The Sunwing website advertised that the hotel we booked at had connecting rooms. The hotel told us when we arrived that they don't have this at all. I will vacation through Sunwing again only because of their good prices, not for their customer service read more

Flying with Sunwing is one of the most disorganized logistical nightmare. They have 3000 people checking in at the same time and this short manager guy barking at the check in people. The few other sales like girls walk through the line up trying to upsell you. It was a disgusting display of greed and poor service. Unfortunately I feel sorry for their staff bc of the outrageous weight allowances. You are bound to pay extra. Be warned the line up for the cashier to grab extra dollars from the impending travellers grew as large as the original line up...this company is larger there to grab your cash if you are 1 kilo over. This company is poor poor service and we a family of 4 not fly with them again. Not a good deal. Larger bc they scam people. read more

Sunwing Vacations - Travel Services Near Me - Etobicoke, Ontario

Booked a Sunwing vacation to Veradero for my kids graduation gift through an agent. From the second we arrived at the resort it was literally hell. This was supposed to be a celebration for our childrens graduation and Actually turned out to be hell on earth.  We arrived at the hotel to have 2 of 3 rooms prepared. No big deal. Go to the rooms ( which were connecting) to discover that there is no working a/c, no working phones. Unfortunately, although we brought this to their attention immediately nobody ever came to fix this. It was not until sometime later that we discovered that the fridge did not work either. Which poses a problem for my niece who is a type 1 diabetic in refridgerating insulin. Sunday night, my husband went and spoke to a manager who moved us to another room. Which was wonderful, ( I am being sarcastic) except for the fact that it left my son on the other side of the resort from us. Monday, at 2 am my niece fell in the washroom, cutting open her face ( above her right eye) and injuring her elbow. Now, we had a phone finally so this should be easy....it was not. I called the front desk apprx 20 times. No answer. ( there was never an answer, for anything) so, off I take her bleeding to the lobby which was a considerable distance from our rooms. Arrive, to a lobby full of prostitutes. Not even joking. To be told to go wait in our rooms for an ambulance. I WALK her back, completely incoherent from a head injury with no offer for help whatsoever. We wait. "paramedics" arrive at 6 am..they give her stitches, at the table ( photos included) 3 stitches took an hour... They clearly had no idea what they were doing. By this point its too late to even really stop this madness. We pay them $150 cuc. ( no receipt obviously because nobody at the clinic or medical center even knew who they were) Get up, she goes to the lobby, they send her to medical. At least they drove her this time because they were now concerned about her injury LOL but, not concerned when she was bleeding profusely in the lobby. Medical sends her to the clinic in Veradero. $25 to the clinic, $20 for the cab, $234 to the clinic. Go to the clinc, her elbow is broken. Get a cast, good to go. On the 13th, we go to the beach. Come back to our room ( my husband and I) walk in our room, where the a/c has poured water all day onto the floor I do not see the water ( and I do not drink a single drop of alcohol due to health reasons) slip in the water, injuring my right foot, left knee, left hip, left elbow. This problem with the leak was never addressed while we were there. The next day, my son slips in the family concierge lobby. There is a fountain that frequently soaks the floor and he of course slipped on this. Not a single person even asked if he was ok. Not one. He waited 40 mins for the a driver to take him to his room and gave up and made his way back on his own with a severely sprained ankle. Some other highlights include, having no toilet for 2 days, not being able to get so much as a glass of water, literally never getting an answer from calling the lobby, constantly waiting for a "Mechanic" to come to a room to fix something ( we essentially left one person behind from EVERYTHING because we were constantly told someone was coming to do something and someone needed to be in the room. The food was terrible, which we really expected but the level of terrible was quite frankly shocking and, in fact my son was ( is) EXTREMELY ill. We didn't even expect him to be able to get on the plane but, stressed the importance of just trying to push through so we could get home. This vacation was literally a nightmare. We were also not the only guests there to have this kind of experience. Everyone we spoke to had similar stories ( maybe not quite as horrifc, but still not a good experience) we cut this trip 8 days short. 8 days. This was COMPLETELY unacceptable. I was looking for flights with ANYONE the second day we were there. We have obviously contacted Sunwing since landing at 4am, as well as an apparent report from the rep at the resort and, the email I sent to our agent back home which she forwarded to them. Also notable that even from the time our agent forwarded my concerns to them while still in Cuba we heard nothing from anyone. read more

Do not, I repeat, do not book with Sunwing. I booked in February for a June wedding in Vancouver. They called me a week before the flight and told me our flights were cancelled. They offered no reasonable options other than a refund and left us having to find last minute flights that we could afford, take extra time off work, driving 2 hours to another airport, change other reservations, and cut our trip short in order to get a flight home. I called Sunwing back yesterday to ask about compensation. The supervisor would not even take my call. Instead I was told to send an email. Just the worst customer service experience I have ever had with an airline! read more

I buy a ticket from Toronto to Vancouver in April, to fly on June 2. A few days before my departure date (May 24) I receive a call from an apathetic "customer service" lady telling me that the flight has been cancelled. I can either go to Vancouver on May 30, when I have work (as you do so you can pay for tickets) or wait for a June 7 flight. I explain that I am coming back to Toronto on the 7th. I ask if Sunwing is going to help me book with another company. The woman tells me that I can contact another company myself. Long story short, the best they can do is issue a refund. Buying a ticket to Vancouver a few days before departure of course means that my new ticket cost me nearly three times what I budgeted in April. Thank you for not even trying, Sunwing! read more

Sunwing lost my luggage on November 28.2014 on my way to Varadero, Cuba. My claim was started short after my return. Now nobody is answering my e-mail from customer service. I was suppose to work with Susan Segreto from customer service but she is not answering my phone calls or emails since January 16.2015. Vacation was great but customer service is awful. I have provided all of the required documentation for my claim but still nobody will even answer any of my e-mails. I was forced today to report Sunwing Vacations Inc. to BBB. read more

Good evening Mr. ****, Thank you for providing us with your feedback on your holiday. When booking with Sunwing, you had agreed to accept our Terms and Conditions where we do stipulate that all flight times, airlines and type of aircraft, as well as itineraries, are subject to change with or without prior notice. We reserve the right to substitute alternative airlines or aircraft types and to add on route stops or make any other operational changes at our discretion with or without prior notice. Operational changes can occur which may result in the need to reschedule or cancel flights. Sunwing Vacations regretfully cannot accept responsibility for lost wages, missed holiday time or any other additional expenses incurred as a result of changes in flight times. Regrettably, no carrier can guarantee schedules and timetables. We do advise our passengers that operational changes can occur which may result in the need to reschedule, delays or cancel flights. We do trust that our passengers will review the information that is provided and that is agreed upon when booked. We would kindly like to direct you to our Passenger Care Commitment page (link below) for more information regarding our delay policy. http://www.flysunwing.com/passenger-care-commitment.asp Sunwing Airlines regretfully cannot accept responsibility for missed holiday time as a result of changes in flight times. We do strive to be as empathetic as possible, any monetary compensation can be applied for through Travel Insurance, Credit Card Insurance or Tenant/Homeowner Insurance. In closing, we sincerely apologize for any displeasure you had encountered and hope that should we have the opportunity of welcoming you aboard another Sunwing Airlines flight in the future that it will be under more favourable circumstances. Kindest Regards, Kendra Bakelaar | Customer Relations Coordinator Email: customerservice@sunwing.ca Ext.3190 Sunwing Vacations Signature Vacations 416-620-4955 f. 416.798.8760 1-877-877-1755 1-800-830-1111 sunwing.ca signaturevacations.com 27 Fasken Drive, Toronto, Ontario, M9W 1K6 read more

We were told by our Sunwing representatives (Oswaldo Guadalupe and Francisco Medina) who booked the tour to meet in the hotel lobby at 9:30 pm on Friday March 1, 2019. I have a receipt which also shows this and Oswaldo even wrote it down. We arrived at the lobby a few minutes early and no one was waiting for this tour. After waiting for over 20 minutes we asked the front desk if the party hopper had arrived or was late and they told us it hadn't arrived yet and that sometimes it was late so to keep waiting. At 10:15 pm we finally had enough waiting so decided to talk to the hotel staff once again. They told us that sometimes when this tour doesn't get enough participants they cancel without telling their customers. Of course we were never made known of this. Only one of two things could have happened: 1. The bus came earlier than 9:25pm and did not wait for people who were on time. 2. The bus came after 10:30pm and we were given the wrong time to meet. Either way we are very disappointed with the was Sunwing has handled this situation. All we have ever asked was for our money back and they refuse to do so and will go as far as to accuse us of not being on time. DO NOT BOOK AN EXCURSION WITH THIS COMPANY! read more

-Lost mine and my girlfriends bags for 4 days -Didn't have the money they owed us for 1 of the days -Staff were rude and could never tell me where my bag was they just said "nobody answered the phone" every time I asked if they had located it -Staff made excuses to the end of the earth about why it wasn't their fault -Made complaint 1 week ago and submitted expenses through sunwingcares.ca (as per Sunwings instructions) for expenses incurred while we were without our bags and still haven't received any email/call back etc read more

We purchased from Sunwing Travel Group a vacation at Grand Memories Punta Cana, DR. While there, on January 3rd, 2019; my wife was asked to participate in a game called "Ironman" organized by the resort entertainment staff. Due to their lack of care and protection, she slipped and fell resulting in a forehead laceration requiring 12 stitches. The entire game was recorded and it is clearly shown that the staff did not provide proper safety procedure to prevent her from being injured and caused the accident outright. Here is the video; https://youtu.be/oNqDCCptLIQ I and our three children witnessed the entire event and have been traumatized by it. It ruined our vacation left us with very bad memories. Grand Memories via Sunwing offered us $1,215 CDN and $150 CDN travel voucher but this does not compensate my wife for her injury. Their reason that because hundreds have played the game over many years and no one was hurt before. That doesn't change the fact that my wife was hurt directly as a result of their breakdown in safety protocol and interference. We rejected their offer. read more

SCAM ALERT - SUNWING VACATIONS IF YOU EVER GET SCAMMED BY SUNWING VACATIONS, PLEASE COME FORWARD AND SHARE DETAILS AT - nbaghla@canadasteelworks.ca WE'RE PREPARING A LAWSUIT AGAINST FRAUDULENT ACTIVITIES. we booked 2 rooms vacation through Sunwing and paid $4380 and arrived in The reef coco beach, mexico on 20 December 2018. One room had a very strong smell, 3 of us start to have headache, we discussed with manager they said they don't have any other room, so all 4 of us end up staying in one room for night. Also water had very foul smell, our washroom had cockroaches, no milk for coffee in breakfast. On 21st hotel gave us new room but other issues were still there. On 22nd we did find Sunwing rep in hotel, his name is Aldo and asked him if he can look into situation. He suggested to move to different hotel and show us a map of hotels in area. we shortlisted and send him few names and ask to suggest one with least price difference or we'll not move. He suggested Hard Rock, Grand Velas over call and confirmed pricing as 4952 mx for Hard Rock and 12552 mx for Grand Velas that Aldo suggested is in Mexican Pesos, we confirmed 3 times with him and ask him for canadian price for Hard Rock, he mentioned around 353 at that time. We asked him to send us a text to confirm, which he did. We move forward with Hard Rock, Aldo suggested if we add 2000 Mx pesos to original quote, he'll book adult only zone for us, we gave him go ahead. Now Hard rock was booked and we moved. When we get there, we came to know, here is no adult only zone for season and Aldo knew about it before booking. In meantime, an office girl Ana contacted us to ask for 115 cad dollar for our transportation back to airport, while talking to her we figure Aldo charged me 6952 canadian dollars instead of 6952 mexican pesos. I phoned Aldo, Ana multiple times, they didn't pickup. Phoned Sunwing customer service, they suggested to call back monday because over weekend Fraud protection department is not open. I sent request sunwingcare portal, FCR rep Nayeni Lopez came in contact and suggested to meet in hotel on 24th morning. She came to address issue at 8:30am. That's when we figured, FCR team ( 2 supervisors, Nayeni ) and Aldo, they're all trained Scammers? Nayeni who came to help us, she was actually trying to Trick us to get my signature on a statement which she said is to cover our transportation back to airport but she would write statement in such a way to cheat us ( for eg - full and final settlement etc). Now we figured sunwing don't have a fraud protection department. Customer service is outbound only, so we cannot even call them. Stay away from thieves like them. read more

Had a trip planned with Sunwing to Cuba in March right as everything went sideways and had to cancel due to Covid. Bought the insurance and have not gotten any information other than "Here is a travel voucher that is only good for 2 years and dissapears if you don't use it". Are you kidding me? Travel restrictions are still in place a year later and I do not see this clearing up fully in that time frame. Sunwing has even pulled out of Manitoba so we could not plan a trip even if we wanted to or could. This is robbery. If this doesn't change (either full refunds or make the vouchers never expire at the very least!) be prepared for a negative rating for life and some very bad reviews, contacted Sunwing who basically said too bad you have 2 years to use it. At this point I'd like to give minus infinite stars. read more

Made a mistake of booking through Sunwings vacation. Spent 5 hours in the airport in the middle of the night waiting for the plane to arrive. Was supposed to be a 4.5 hours flight. Staff seemed inconsiderate and would not even offer a partial refund for cancellation of tickets. The worst part is that they would extend the delay periodically, meaning that the 5 hour delay will not be announced right in the beginning. read more

Do not book any vacation with Sunwing at this time. I have just had my 3rd booking cancelled for January. I have booked twice for November and then again for January to be cancelled. Everytime I rebook it costs me more money but I have no choice since it is only a credit that Sunwing will give. Sunwing is taking my money and giving nothing in return. Do not support them like I have. They have close to $8000.00 and give me the run around. read more

Never fly with this airline regardless of the price. My flight was delayed 4 hours for no reason provided. The airlines online check in has been down for over a month or longer. Upon arrival I was told I had to check my small carry on because it was 3 pounds over and the agent wouldn't let me transfer items. Super inconvenient given the fact I won't be arriving to my destination until 2:30am with the delay. Worst customer service and experience I've ever received with an airline. I will never be using them again. read more

I guess there's a reason why Sunwing doesn't have "review" tabs anywhere on social media or even Google reviews. It's been the most pathetic experience with an airline company. Customer service reps didn't want to transfer me to a manager because my reason wasn't good enough. I had to literally yell at the second guy to get me a manager. What's the reason you ask? We booked an all-inclusive vacation package to Cayo Coco leaving in 2 weeks and turns out our resort is now 3/4 closed for renovations. It's a nightmare there, see reviews on TripAdvisor for Hotel Sercotel Club Cayo Guillermo for the past week or so. Even on the hotel's facebook page it shows reviews of customers who returned this week and said 75% is closed. Sunwing's CSR and manager were the most unprofessional individuals I ever had to deal with. If I could do 0/5 star rating, Public needs to be aware so they know what to expect. If your resort suddenly closes half or more of it, Sunwing will not do anything. Best case, you'll reach the manager who will hide behind Sunwing's "terms & conditions" which he doesn't even know or understand, or say "we don't have any information from that hotel regarding construction, call your agent". What happened to helping customers? read more

was lookong for a flight to Varadero, Cuba in April and the price calender showed me the price of $1535 for april 19. When i clicked on april 19th, it took me to the same hotel with the price of $1645! I've contacted sunwing throigh FB. The person who i spoke to was trying to make things up: "the price is for multiple destinations", "the price is not for the specific hotel". ..I sent the screenshots where it says that this price is for the specific hotel and leaves from Calgary. After many messages forth and back sunwing was tryi g to tell me another BS, that it was an "error" on the webpage. Stay wayfrom Sunwing. Look at westjet vacation or air canada vacation deals. Air Canada flights to Varadero from Calgary, arriving at 11 a.m., you have a full day to enjoy your resort, not like Sunwing where you arrive at 5.40 p.m. You gonna be at the hotel by 7-8 p.m? Your day is wasted, but you paid a full price for the first day. read more

I have delt with sunwing for over 10 years and have always received quality service. This recent trip was a complete disaster. First with a 13 hour delay which resulted in us losing an entire night of our vacation, when trying to contact a representative, I continued to get directed to the claim services with no help from the representative. Once we had landed there were other traveller's who had their hotel rooms given away and were stuck without a room for hours, and this all happened after I asked a sunwing representative if we needed to contact the hotel to ensure we have a room with the response of not having to do no such thing and ensured me that the rooms will be avaliable. our Oceanview room was not really a ocienview considering I had half the resort in from of me with minimal view of the ocean and I had found that other travelers that have booked with a different travel agency never forked up the $500 extra for the room and were staying in the rooms beside us. 4 years aho i paid roughly the same amount for excellent service but if your corporation wants to charge the same price as pre covid then i demand the same quality of service. Sunwings short staffing and employee experience going down the drain is not my issue, if your corporation cant give the same quality as pre covid then maybe shitting your doors until you can might be a better option cinsidering that you are continously losing customers from every booking. The resort has gone into money grab mode due to a lot of resorts shutting down during covid and we can't access the restaurants/ bars that i was able to go to 4 years ago when i had went to the same resort. It's continously extra fees to be able to do anything around the resort and other traveller's I've bumped into feel the same. Garbage was all over the beach along with every member of staff having an attitude problem to anyone who doesn't speak spanish. 4 years ago i gave the resort 4 out of 5 stars but this round trip was more of a 2 star. Talking to some of your sunwing employees, I have discovered that Sunwing has been overworking their employees and due to covid did what every other large corporation did by treating their working force like crap which is causing a lot of employees to not give a crap about quality service. Also due to short staff, resolutions to issues have been almost to none with attitude from your employees directed towards the customers. I have spoken to almost every sunwing customer that was at the gate and have concluded that 98% of us won't be flying with sunwing in the future and will try our attempts with a different booking agency. I've kept in contact with a lot of other travelers from the resort and if we can't get a resolution from sunwing regarding the poor quality of service we will do our best to spread awareness through any platform we can. read more

On a vacation in the Dominican and booked a tour through sunwing paid 90$ per person and we were never picked up! Waited 30 min and called the rep and he said they forgot about us! Don't bother going through sunwing for a tour ... just get a local tour at least they show up ! read more

People/companies all make mistakes, but it is how they handle them that is a true indicator of how good they are. We flew to Cuba with Sunwing Vacations last week. The seats in the aircraft, a 737, were unacceptably tight but the cabin crew was very good. On our way back we were pretty much the last people to check-in and there were only single seats left. We had to pay $25/person to upgrade to the Elite Plus (read: the emergency row for which they now charge a premium, because they can) so we could sit together. This was fine since there was actually a reasonable amount of leg room in this row. The problem arose when we handed over $60.00 CAD cash and didn't get any change, or a receipt. We figured it must have cost $25 CUC and that the exchange came to $60 CAD. We just wanted to get through security and sit down because we had been in line for over an hour since all the busses arrived at the same time, filling the entire building to the point of overflowing. After making it to the passenger lounge, some other travellers told us that they only paid twenty five dollars Canadian per person for the upgrade, as per the sign on the counter. We weren't about to tackle Cuban security to get back on the other side to confront the guy at the counter, so we emailed Sunwing when we got home. Now, we should have been charged $50, but were charged $60. What did Sunwing's "Social Media Agent" have to say? To their credit we received a response within 24 hours, but all we were offered was a $50.00 travel voucher. They would only give us a refund if we could provide a receipt, which I explained in my original email we didn't get. HEY SUNWING, YOU DEFRAUDED US, and if I don't get proper compensation by the end of this week - which is at the very least the $10.00 we were over charged - I will be filing a report with the police. No amount of champagne (which I don't like anyway) can make up for the unprofessionalism and inability of this company to take responsibility for their short-comings. I will never use Sunwing Vacations again. read more

Just don't bother. Booked at a reasonable price back in March. Supposed to depart Toronto at 8pm on Sunday May 26th. Today, Wednesday May 22nd, they phoned me to cancel our flight. Four days before with no explanation. They said they could reschedule is for the next available day, the 30th, 4 days later! We had to be back in Vancouver for work so obviously this wasn't going to work. They gave us a full refund, but at this point four days before departure, flights are at least three times as much. Now we have to pay at least an additional 700 dollars out of pocket. No help from customer service. Said they couldn't offer us anything more. Well that's ridiculous. If they really wanted to keep us as customers they could pay a little extra, knowing that we have to pay all that money now ouselves in order to make it back to Vancouver. They may have saved themselves a couple hundred bucks in the short term but I will never ever book with them again. read more

After damaging my baggage at the beginning of march, it is almost July and I have not been refunded the full value of my baggage. They state they need me to sign a release, but it states that once signed I can not disclose any of the agreement or they can sue me. The practice is predatory and unfair, as per the Montreal Convention they owe me this money and will not release it until i abide by their terms. read more