JUNK. Offers me $150 voucher bc plane broke down for a day left me stranded for 24 hrs. WHEN YOUR PLANE BREAKS, REFUND THE ENTIRE VACATION! This was not a weather related issue. FLy with Air Canada, sunwing cut off their food too, they are getting tight, and its showing in there customer service. Took 60 days to get back to me!!!!! SIXTY! read more

The customer service very bad, not professional. "Check in" agent counted my small shopping plastic bag with my change clothes for Varadero weather as a Second "Carry on" luggage. I've called Supervisor, he never said his name, left me in the middle of conversation, I tried to catch him, left my bag in front of agent for a few minutes. But when I came back- bag was gone. I was told- company responsible only for "check in" bags. My vacation started from stress. When I sent "my experience" letter to company (27 Fasken drive), got standard respond, they sending to everyone: "sorry for inconvenience". Never use sun wing. read more

THE WORST EXPERIENCE I EVER HAD IN MYLIFE DO NOT BOOK ANYTHING WITH THIS POOR EXCUSE OF AN AIRLINE Let's start with the most shocking part then the disgusting part, the rudest airline staff I ever encounter in my life, from the check in point to the airline staff, I fly a lot so trust me, How this airline company is still in business I have no clue, now the disgusting part waiting for the plane to take off inhaling exhaust fumes for an hour plus straight that's very healthy wouldn't you say wow great for the lungs now the worse part the airline losing my luggage for 2 days and the people working lying to me telling me I will get $50 US every day that I don't have my luggage then telling me sorry it's only $60 Can. then after I buy all my necessities they tell me you should have kept your bills you would have been compensated for them 2 days later DO NOT I REPEAT DO NOT FLY WITH THIS AIRLINE YOU HAVE BEEN WARNED AS LONG AS 1 PERSON WILL READ MY REVIEW AND NOT BOOK IS ALL I CARE ABOUT IM VERY SURE THERE WILL BE THOUSANDS DISGRACE TO THE AIRLINE INDUSTRY IS WHAT THEY ARE read more

Should you ever happen to cancel a vacation trip and get a voucher, you will end up in a very dififcult position with Sunwing. You will get a voucher. They tell you on the phone that you can redeem it for hotel only and for trip only. But when the day comes and you spend 700$ on a hotel booking. They will not refund your money from your own voucher and the will recite the terms to you. Complete inconsistency between what they say on the phone before and after you redeem. I strongly recommend to stay away from Sunwing. read more

Mr. Stephen Hunter Chief Executive Officer of Sunwing Travel Group and President of Sunwing Travel Group Dear Sir ; In regard to booking number 88172223 for a 2 week hoilday in Varadero from Vancouver, BC on November 17, 2016 to December 1, 2016 on Sunwing Airlines to Grand Memories Resort. Purchase Price $ 5,422.00 for Richard J. and Lori B. I have been on numerous hoildays in the past with Sunwing Travel and always had a great experience until now with this last trip when my luggage was lost unitl the night before leaving the resort at 10 pm on November 30, 2016. I have been traveling for over 43 years by plane to numerous destinations and have never lost my luggage. Being a widower for over 5 years now, I was trying to impress the new love of my life with this trip. Can you imagine being at a resort for 2 weeks with no clothes except the ones on your person ? No medication (high blood pressure pills), no personal hygene products, no sandals, shirts, bathing suit, etc,etc...nothing and trying to impress somebody ? I had no camera or a power converter to charge my phone to take pictures with. This was all in my luggage. Sunwing gave me 50 Cuban pesos a day for 7 days to buy clothing and personal hygene products. Sandals cost 35 pesos alone. Clothing, if I could find some that fit me being xxx large was difficult and expensive to find. I did not go on a holiday to search out for clothing and hygene products. I spent alot of wasted time doing this. All my luggage was intact except for a waist belt which I paid $ 35.00 canadian. The Diamond club at the resort did not give me an arrival gift nor house coats which was supposed to be included. I met other couples that got a bottle of rum and a fruit basket and house coats on arrival yet we were told there was no more left even though these couples arrived days after us. To tell you the truth, I made due with what I had and Lori completely understood the situation I was in and we still had a good holiday, however, it definately could have been alot more enjoyful if I had my luggage. I think that I should be compensated more than $ 350.00 Cuban pesos for the ordeal that I was put through of having no luggage for 2 weeks and for the Diamond Club expence. Yes, this holiday could have been a GRAND MEMORY, however with no pictures, no clothes, no medications, wasted time, no gifts as promised, etc....I would have to say it was an experience but not a GRAND MEMORY. Yours truly, Richard J read more

We were three adults on a trip to the Mayan Riviera to a "five star" all-suite resort. The third bed was only a small, hard cot. I had to struggle to get a blanket and a pillow. They wanted me to sleep on the dirty pillows from the couch without any pillow cover. It took two nights to get a blanket. If all three adults are paying full price for the trip, they should all have comfortable sleeping beds. Very poor value. The flights were fine other than charging extra for just about everything. They have a very small cabin baggage limit. I was only allowed my purse! read more

We purchased, though Expedia, a lucky stars 5* package at a cost of $2,097.00 per person, including taxes to Puerto Vallarta. This was our first vacation with our children in 14 years and really wanted it to be special. Since we cannot usually afford 5* resorts, especially when we are also paying for our children to join us, we opted for the lucky stars package. We noticed the Riu resorts on the list of possibilities and thought nothing of it since most Riu hotels, we are told, are lovely. We were told before leaving that we were to stay at Riu Vallarta. This resort was in no way lovely. It was totally run down and tired. There were no such things as small shampoos, etc. in the washrooms, which are usually available in 2* hotels. We arrived late due to lost luggage, which I will get to, and were told to go to the sports bar for something to eat. There was nothing except a few disgusting, inedible sandwiches and chips. The food, although plentiful, was barely adequate in taste. My daughter btg into a piece of broccoli and there was a worm in it. I would be glad to send you a picture if you wish. My other daughter ate a bowl of pasta only to find it full of paper pieces. We have since been told that it is the Riu Palaces that are top of the line Riu resorts. The Riu Palace was also on the 5* list. How can these two hotels possibly be on the same list?The Riu Vallarta was terrible. The only site on the internet that hails this as a five star resort is the Riu site itself. Everywhere else it is a 3 - 3 1/2* resort, which is much more accurate. We would not have minded that so much had we not paid for the lucky stars 5*. We could have saved a total of close to $2,000 had we purchased the lucky stars 4, and would have felt that we got what we paid for. Finally, we took a relatively small Sunwing airplane from Toronto to Puerto Vallarta direct. When we got there, one of our pieces of luggage was missing. How can this happen on a small direct flight? We arrived late Friday night and the luggage did not arrive until late the next Wednesday night. We were leaving two days later. As you can well imagine that ruined the entire vacation for one of my daughters as she had no clothes to wear, except what she borrowed from myself and her sister. This made the entire vacation (first one in 14 years for the entire family) rather unpleasant. The Sunwing staff gave us the require $50 per day but kept telling us they had no idea what happened to the luggage, if it was found, or ever will be. They claimed nobody informs them so they can not inform us. I suggest Expedia should stop selling the lucky stars packages as you do not get what you pay for. Perhaps they should stop providing Sunwing vacations all together. This was a total bust! We feel that the cost difference of a 4* and 5* lucky stars package should be reimbursed to us. read more

Do not book your wedding package with Sunwing. You will be faced with many fees including name change if any of your guests can't make it . They demand the names upfront and they hold you to the $250 up to full amount of reservation .. and the regular package has the same perks but is much less !!! We tried to speak to several people regarding this as we are paying the change fee for the guest that cannot make it and they would not make an exception. Also this was just for the hotel whom stated they don't charge themselves for a name change so it's just Sunwing !!!!! Stay away read more

ABSOLUTELY FUCKING HORRIBLE!!!!!!!!!!!!!! The resort they have are advertising on the site is NOT the one you show up to. Complete shit hole.. not even a garbage in our room. The food was not edible so we had to spend our own money on food from the gift shop. Employees were lazy and rude, all of the buildings were very old and not looked after!!!! Had not cut their grass in years, dangerous board walks, sandwiches that were literally just a hotdog cut in half and put on bread!!!! The worst part was the bed bugs!!! Covered in bites so bad that my face got very swollen and I couldn't open my eyes and now that we are home we are finding them in our bed but sunwing doesn't care and just keeps telling me they "understand I am upset". This was the worst trip of my life and I honestly would have rather stayed home. They will not take my calls or offer any solutions which is totally mind blowing considering the pictures they used to advertise the resort, are not real pictures!!!!!!!! Do not go to Cayo Coco through sunwing!!!!!!! WORST EXPERIENCE AND COSTUMER CARE I HAVE ENCOUNTERED!!!!!!!!!! read more

tried to book cruise package. Reps had to keep asking supervisor for answers. Had an expedia agent to book. Gave wrong quote before taxes. Not impressed read more

We have flown with sunwing for 3 yrs now 4 times in total. Each time they have been late one way or both between 4 hrs to 12 hrs. Pilots are excellent and service on the plane is very good but always late and we continue to get stuck in resorts or airports. Only 1 time it was due to weather. We also booked and payed for priority seating and boarding and they screwed that up as well. Seating is super tight worse then most planes. Moving forward we will fly with another company. Its impossible to be worse..I suggest staying clear of sunwing. Hope they can fix there terrible service in the future read more

Absolutly terrible company to do business with! Booked a vacation through agency, got to destination and we had no reservation. Advise from company was "if you can afford it, buy another room so you have a place to stay and file a dispute with us"...terrible, terrible, terrible! Do NOT give them your money!! read more

Always pleased with great deals, good service and an amazing vacation! website is easy to use. They also have a wedding department to assist with destination weddings to the Caribbean and had a great experience with them as well! read more

SUNWING REFERENCE # ( 455243). Jan 30, 09:20 EST this email is a reference booking number for January 22nd.2020 ( 113789503 ) and (1141546693 ) I had the worst vacation ever. these are the following problems. ( 1 ) arrive on the 22nd.january I was assign to room 1148 I had no hot water for three days then I was move to room 1145. ( 2 ) I had lunch and after about 1/2 hour I begin to have stomach problems I then ask one of the waitress what was that I ate I was told it is beef and pork heart I was sick for 2 days lucky that I had medication for this problem none of the food on the buffet had English every thing in Spanish. ( 3 ) could not look at tv because the converter had no batteries I ask reception for new batteries I was told the battery is expensive and they will not able to get them. ( 4 ) for three days they had no milk to drink you coffee and I cannot drink coffee without milk. ( 5 ) on the 29th went to have breakfast they had no coffee. this hotel do not cater for English speaking people simply every thing is in Spanish had sunwing inform me I would take some food and other things with me. I want a full refund for this trip along with a $ 250.00 deposit made for the same hotel for the 25th. march which will total $ 955.00 I would like this matter have full attention as early as possible. I am very very upset as I was looking forward for this vacation. thanks I had to cancel this vacation for the 25th march because it is the same hotel don lino,here is what it cost me. ( look at the numbers and who they say will receive payment the don lino hotel.?)Product description Passengers Penalty HOTEL DON LINO 1 $337.50 NAV Canada Surcharge-Air Travellers Security Charge-Canada Airport Improvement Fee-Tourist Card-Surcharge-Currency Surcharge-G.S.T. 1 $113.79 Total Penalties $451.29 this $ 337.50 will go to sunwing read more

Just got off the phone with a rep. They force you to pay extra for seat selection- so if you're going on a couple's vacation they give you "randomly on purpose" seats unless you succumb and are forced to pay so you simply sit together. SUNWING- You can place us anywhere on the plane but if we book together as 2 passengers then why would you not seat us together? I have NEVER had this problem on any other airline in my life! This is a forceful cash grab. Terrible. If we booked separately then I could understand but this forces you to pay for the seat selection- This is NOT the norm in the airline industry and should be reported to the Better Business Bureau. read more

Do not use this airline!! Came back from Cuba last week, when we first arrived at the airport we stood in line for about 45 min to check our bags, they had 2 check in's open, and 2 for the upgraded passengers, which barely had any people in line, after about 45 min, they finally opened up another check in. After a half hour delay (which I can understand happens) we finally boarded, we were in seat 13, by the time they started handing out food (which was overpriced), they had run out and only had the mac and cheese option!!! We then asked for another 2 clamato juice, she rolled her eyes and handed us a can. Needless to say, I will never ever fly their airline again, oh btw, If your taller then 5 and half feet, good luck trying to get comfy, your packed in their like sardines! Worst flight ever!!! read more

DO NOT BOOK WITH SUNWING, I repeat, DO NOT BOOK WITH SUNWING. This was not our first time booking a Sunwing vacations, and we've always had a decent experience. HOWEVER, when the vacation took many turns for the worst, when we were NOT happy with our vacation, Sunwing quite literally decided to leave us hanging...and offer us 2 x $100 voucher for next trip...NO THANKS. My husband and I went on our 2-week honeymoon on July 14th -July 28th/2017 to the Riu Ochos Rios, Jamaica. We stayed at this resort in March 2016, and absolutely loved our stay, which convinced us to return for our honeymoon this year. Unfortunately, it was NOT AT ALL what we had hoped for this time around. Below is a list of all the issues we had: We decided to SPLURGE A LOT on the "Deluxe Wing" of the hotel, being adults only at time of booking, and get the best room in the hotel...the Jacuzzi Suite (which is basically a second level balcony with a Jacuzzi tub looking over the ocean). We also let them know ahead of time (through Red Tag Vacations/Sunwing) that it was our honeymoon. Upon arrival, we were TOLD that the Riu hotel no longer offered an adults only section (SUNWING VACATIONS DID NOT NOTIFY US OF THIS CHANGE AHEAD OF TIME!!!!!!!) room was on the "non-deluxe" side - so now I'm paying more than the other guests, it's no longer Adults only, and no different wifi for Deluxe guests no card, message, bottle or ANYTHING special for our honeymoon Throughout the stay, HAD TO SWITCH ROOMS 3 TIMES o 1st room - NO HOT WATER, by a loud 24hr generator, on the wrong side of the hotel/not what we paid for o 2nd room - outdoor Jacuzzi we paid SO much extra for is BROWN/did not even turn on... o talked to the assistant GM of the Riu Ochos Rios - told they have issues with ALL Jacuzzi rooms, and there was basically nothing they could do because there were no rooms left for us to take in our room category (we were told that we need to talk to Red Tag/Sunwing Vacations to get reimbursement) & no alternative compensation offered (massage, dinner on the beach etc) o 3rd room - heard noises in the middle of the night in the bathroom, wasn't sure what it was (sounded like large cracking sounds) woke up next morning to a RAISED tile floor in the bathroom, that when you walked on it, the tiles shattered and cracked...leaving little tidbits of tile around - this was basically right in front of the two sinks...so we had limited use of this area ...NO OTHER ROOM FOR US TO BE SWITCHED TO, so we just had to continue to walk on broken tile o we booked an excursion through Sunwing to do the Reggae and Culture tour...the tour bus never showed up (we waited and wasted 2 hours), and then we had to switch it to another day instead Upon returning home, we decided to write a formal letter of complaint to Sunwing Vacations (Red Tag Vacations, Riu hotels also), and it took more than a month for them to send an email to say they received it, and another 3 weeks of waiting for a response!!! We were ONLY offered $125 back (I believe from the Riu hotel chain), as well as 2x$100 credits to travel with Sunwing again. We were also told that our issues had nothing to do with "customer service", and that the hotel "called" our hotel room during the day (while we're at the beach) to make sure we were satisfied, but got no answer. This was deemed to be "enough customer service" to rectify the problem. What kind of reputable company offers almost NO compensation after an almost $9000 vacation that was FULL of problems, blame other companies (Red Tag Vacations, Riu hotel chain), and say the hotel did enough to rectify the problem by calling to see if we were okay??? Is that making sure your customers are happy? How is it NOT the responsibility of Sunwing to take ownership of the fact that we were not notified that the hotel was no longer adults-only? Sunwing Vacations is a company that books and sells vacations...but then doesn't do anything to show they care about their customers if there are issues during or after the stay. We didn't want to complain, and we're not the type of people to do that, as we can usually take the good with the bad. But this was absolutely INSANE. We truly felt we had to share this experience, and WARN people not to use this company to book your vacations. Do you really want to book with people who will not fight for you, or provide compensation when your vacation does not go as planned?? Please DO NOT book a vacation with Sunwing Vacations as the provider...they are not about providing customer service when it matters most (like other companies are), and it simply isn't right. Please book your vacation with someone else (and avoid Red Tag Vacations and the Riu hotel chains as well...). read more

I have just finished 7 days in Cabo at the Riu Grand Palace Resort all inclusive and all Sunwing Vacations. I have to say the whole thing start to finish from the moment we walking into YVR until we landed back 7 days later was absolutely perfect. The Hotel was wonderful but you do have to request a "qiuet room". The aircraft was brand new, and crew a delight, the staff in Cabo were great, the hotel was lovely and the food in the restaurants was delish. Sunwing gets it right. Will be booking with them many times in the future read more

We booked an all inclusive package for Christmas 2019 to Cuba at the Valentin Perla Bianca with SUNWING. We arrived to be put in a room that was filthy, no hot water, leaking ceiling over the toilet, blood spots on the pillowcase, candy wrappers in the draw, twin beds instead of a king etc... After a full day of traveling we we're tired made the decision to get a couple hours of sleep and then go to the front desk to have our room changed. Our rooms was changed to the other side of the resort where it was quieter they said the resort wasn't that busy so they had that side closed but had placed a few people over their because of the hot water problem. They said we might have to walk a little further for some of our meals. We we're fine with that to have a clean room and a king bed what we booked. Once our room was changed we went to the SUNWINGS morning travellers meeting. The rep told everyone in the meeting that Sungwing was here to help and the SUNWING book was on the desk with emergency numbers in case any problems just call they were there to help. We then went for a quick bite as we wanted to get to the pool and start enjoying our vacation. We locked our bags and put our money in containers and our things in the safe in a ziploc to sort out when we got back from the pool. We thought it would be safe as we just checked into the room no one would be in until later or the next day. We got back 4 hours later to get ready for dinner we hadn't eaten since breakfast. We opened the safe and everything was gone, we locked my bag and went downstairs to report we were robbed. We we're treated like the criminals and we were told we probably misplaced our stuff. We went back and forth for awhile then were locked out of our room. We had tried several times during all this to contact SUNWING the numbers in the book which did not work. We called our son in Canada to reach out to SUNWING as well with no luck. In the meantime a chain of events unraveled to long to write but police, security etc...it was terrifying plus we were locked out of are room. By the end they kept insisting we misplaced it and it was probably in our luggage. Then we we're escorted to our room with 6 people and asked to open our luggage. Yep...our stuff in the suitcase right their our bag on top of my clothes, they said it was their the whole time, it was us. But you could see our bag was went through and the money was short, but we didn't say anything we wanted this nightmare to be over. The next morning in the SUNWING traveling meeting the rep announced that last night a lady was claiming she was rob but in fact she just had misplaced it her things. Another tourist stopped us to talk and told us what was said in the meeting. Next thing you know we we're kicked out of the resort and flying back home all within 48hrs, are vacation was a nightmare and our holidays ruined. Please be careful booking with SUNWING because they don't have your back they just want your money, a poor excuse for an airline!!! read more

I could give them Zero. They stole our money through false advertisement and now don't return money. Absolutely lying and not showing the policy before payment and noe pull up a policy that is not written any where!! Garbage customer service, lying , stealing, cheating.... read more

We booked our vacation back in August and it came with the Price Drop Guarantee. In October the price dropped and we were able to take advantage of he price drop of $600.00 per couple. There are 4 of us traveling so it was a nice treat. No comes the bad part. The price has dropped again another $600.00 per couple. I called asking to see if Sunwing would offer any sort of compensation as we have used the price drop. Perhaps a room upgrade, maybe a couple of the excursions that they offer. Nothing, Absolutely NOTHING. They say because we booked through a third party that they will not help us, This is not the first issue we have had with Sunwing. The last two years we paid the upgrade for the quick check in and pre-boarding privilege and the first to have your bags unloaded. In both cases it only worked in Toronto. We had to wait for bags and when we went to depart they did not offer the option. When I inquired at the airport in in the island the ground crew staff said they are not employed by Sunwing so they do not have such services in Antigua as they are contracted. I called Sunwing when we returned and in a nut shell I was to bad. Yes, I should have looked at a different carrier for this year but they had a strong hold on the destination. In the business of retail if you have not used the product you can return it for a refund or credit. Why not allow this option to increase customer satisfaction. I can honestly say that we will not book Sunwing again. read more

Worst idea of my life was flying this airline. I had read reviews and was horrified to know that I might fall victim to a similar fate and low and behold I DID. First off let me say I think Sunwing plants reviews on here, and also filters out negative ones to have a good rating on yelp. Since I am fairly involved with the yelp community if my review here is filtered and flagged I will bring it forward to YELP staff to have reviews fairly available on here for this airline. I flew from Vancouver to Toronto last week. Before I departed my home I checked with the YVR site which said this flight was delayed, to make sure I checked the Sunwing site. Not delayed. CALLED THE AIRLINE, NOT DELAYED. I refresh and refresh until it's the last minute I can leave NO DELAY ON THE SUNWING SITE. I get to the airport and the flight is delayed an hour and ten minutes. Sunwing knew this as the plane we would be getting on was late leaving Cuba and as such late leaving Toronto. So far Sunwing wasted an hour of my time. We arrive in Toronto, disembark, head to the baggage area where myself and all the passengers on the sold out flight wait for our luggage. Only after 2.5 hours of waiting in the domestic baggage area does Sunwing send someone, who was extremely rude, did not make a large announcement to everyone waiting and left everyone out of ear shot of the agent wondering what was going on. After 3 hours it got so bad the Sunwing agent had the police come in for crowd control. After being on a red eye flight squashed in like sardines, bad food etc they don't have any information on ANYONE ON THE PLANES BAGGAGE. I understand that things happen but my issue here is the lack of representation from the airline to help its passengers and not leave them fending for themselves, and then have the agent who decides to finally show up be extremely rude to everyone, even people trying to ask her in a non aggressive manner what was going on with the bags. No compensation for family waiting who paid to park, voucher for future flight, NOTHING. I'm flying back with them and not looking forward to it at all. I know next year I will spend the extra money and fly with WestJet. You're best bet is to book with them as their agents and company care about your comfort and satisfaction. Sunwing, when I see in the business section that you have gone the way of Jetsgo and Canada3000 I think everyone including yourselves will know why. read more

i wish i researched more before booking with these crooks. My flight changed from direct to a 2 hour stopover. no accountability other than, its in the fine print that we can do this whenever we want. Do not book with these scammers even though it might be a bit cheaper! read more

I am following up on my previous review of Sunwing Vacations. My vacation experience began bording a Sunwing 737 to Montego Bay Jamaica. The plane was really packed and had very little leg room. I am only 5'10" and had difficulty with leg room and my carry on luggage. The crew were wonderful but had very little room to maneuver and were intent on selling food and duty free items making it difficult for passengers to get to the washrooms. We arrived in Jamaica and had to wait 40 minutes on a bus for no apparent reason until the Sunwing rep arrived. Once we arrived at the Royalton White Sands I began to realize it was not the resort I thought I had booked. The White Sands is an older resort that has been around for many years. We arrived at our room to find that we were unable to lock the sliding door to the balcony and the bathroom door had scrapes on the floor because it was not hung properly. My nine year old son had a problem opening the bathroom door and felt trapped. I tipped the staff and asked to have the sliding door fixed immediately. As a tip was involved this was quickly resolved. I showed my son that he had to push hard on the door and we continued our vacation. The resort was wonderful and the beach is amazing. This is a very nice property is great for family's. The food is incredible and staff are very friendly. They all would greet my son by his name and treated us so well. So what could I have to complain about? Well it seems they have to get people to attend presentations if they want to stay employed. So many times staff approached us to go on one of these presentations. Finally I gave in because a staff member was unable to get anyone to attend and may have lost his position. I think either way I was willing to attend. During the sales pitch I was informed I had one of the worst rooms in the resort. They informed me the rooms below the fourth floor of the White Sands were crap. This was a rep from sunwing telling me this? If I want the better room at the Royalton Blue water all I had to do was sign and pay!!! Even better when I told them this was not financially suitable to me they sent me off with a five day stay that was not all inclusive!! I was so angry this company has done nothing but disappoint me. The staff and resort could never make up for the fact these people would not even call me back when I contacted them before I went on vacation. If you want good customer service the staff will be there but the company will not be! It seems Royalton is owned by sunwing so I am not sure if you can book this resort with someone else. Too bad its a lovely vacation spot. read more

Worst travel experience. Left us stranded on the runway in Hamilton for 7 hours, someone called 911 to get us off. No apology from Sunwing, no accountability. Offered us $150 off our next trip. This made national news, appalling. read more

Terrible tour operator,never again!!! They change my early morning flight to Bahamas on Saturday ,Oct 7 to afternoon flight at 430 through Punta Cana. They ask us out from the aircraft in Punta Cana,them we wait for 2 hours for departure to Bahamas. The total travel time from Toronto to Bahamas was 10,5 hours!!!!( insted of 3 hours) We arrived to Bahamas ( freeport) ,after midnight.One of the reason I initially booked this vacation was the early morning flight.I had a meeting with family members in freeport on Saturday afternoon. On the way back Sunwing change the flight again for later departure and I missed the day at work,I must be at work at 8 pm and we just arrived at 1030 pm... read more

I went to the memories resort in Cuba and got bed bugs. Hotel was the worst service ever. I booked through sun wing as they own the hotel and I got bed bugs so bad I had to go to the hospital because it spread all over. It was the worst vacation ever. The bites lasted my entire trip and are still present. I was killing the bed bugs off the bed. Very disappointed in this hotel and the service I received. Never going back!!!!! Don't go there. read more

Jan. 18, 2019 To: Mr. Colin Hunter; CEO, Sunwing Vacations, Andrew Dawson; COO, Sunwing Vacations, Stuart Morris; General Manager of Retail, Sunwing Vacations Fax: 416-620-4433 27 Fasken Drive Toronto, Ontario M9W 1K6 Dear Sirs: I am writing to you in order to have the situation I experienced with your company reviewed. I feel the charges that i incurred were greatly over done and the customer service i received during multiple phone calls was extremely rude, and unhelpful and made my experience extremely stressful. I booked a trip through Sell off vacations for a Sunwing package. I bought the cancellation option. I was travelling with my family consisting of my cousin and his spouse and his 2 children. Previously they were looking into buying a trip on their own and was able to confirm a suite was available for the 4 of them, but did not book it waiting for me. Once I confirmed I could attend, and joined the trip I booked a room with one of my cousins' children and he and his spouse did a booking for him, his spouse and other daughter. This booking was confirmed at the price of $745.00 on January 1, 2019. per person with a reduced fee for the child that was with my cousin. On January 4th had to cancel my trip due to work obligations. On January 4th I called with the presence of my cousin and his spouse after being on hold for 30 min., finally we were told there would be a cost of $600.00 to cancel and my cancellation insurance wasn't really an insurance of such but I was allowed to get a credit for my $745. but was going to be charged an additional $600.00 . When I explained this is not actually a cancellation, I was told this is how Sunwing does it, and it's in their fine print, to which I responded this is not accurate advertising and it shouldn't be called cancellation insurance. They seemed to not care about this. After protesting the $600. additional Charge for no valid reason is extremely unreasonable I was told to call customer service and they would be open the next morning. We called first thing in the morning on the 5th to be told there was no customer service available on that day (Saturday), we were put on hold for multiple times for a total of 3 hour and was told they couldn't get through to Sunwing. On another phone we called Sunwing directly and got through in minutes, they said we had to go through Selloff to remedy the issue. We called another agent in selloff to try and get assistance explaining we were on hold for an hour already and we were able to talk to a Sunwing rep immediately. She put us on hold and was very helpful and polite (Mary) to us but said she couldn't help us as we were already working with another agent Yudelsy Lopez, We explained we were not getting anywhere and she was very rude and wouldn't let me speak by constantly interrupting and would not listen to us. Immediately after explaining this Yudelsy Lopez finally called us back. She said now we would have to pay $1600. This is crazy it rose from $600 to $1600 In one night, exactly 10 hours!!!. I was trying to explain to her that there are two options: 1) transfer one adult into my old room so my cousins' child (who is a minor) would have adult accompaniment in the room or 2) transfer this child into her families' room so there would be 4 people now in that suite 2 adults and 2 children. I was told there was not allowed to have 4 people in their suite and there would have to be 2 rooms for my cousins' family. We protested this information as we had seen previously, before I was joining the vacation, that they could booked together, and we have a snap shot of this initial potential booking. We were absolutely told no, this could not happen, and the difference was now $1600. Also, there apparently was no one else we could speak with, no supervisor or manager was ever available to handle this situation further. They said they would do us a 'favour' by giving us a credit for $745 for the child that was in my room but I would not be reimbursed for that for several weeks, but i better check just in case. So now the difference in vacation in a matter of 10 hours is $110 ($855-$745). Which I now have to pay an additional $855, instead of $600, just to have an adult transferred into my previous room because apparently your suites do not hold 2 adults and 2 children. This is absolutely an exacerbated amount of money for no other reason than to rip the consumer off. I am now out $855. + a $745 credit to cancel a trip with cancellation insurance I bought for another $50.00 for a total of $1650.00 dollars out of my pocket- I'm so glad I bought the cancellation insurance. I paid this amount in order to have the adult transferred into my previous room as to not ruin my cousins vacation. Selloff was actually threatening to cancel everyone's vacation, because a minor couldn't be in the room alone - clearly we know this and why were trying to fix it. They said they would cancel everyone and they read more

Sunwing would not return money, after the Hotel we wanted to go to was overbooked. We were forced to rebook with them to another Hotel of lesser value and gave us vouchers, to be used within a year, for the difference...We didn't use the vouchers so we lost the money...Will never use them again...Bad Policies... read more

Booked an all inclusive vacation and all was good. Customer service was great. The plane on departure and arrival was about an hour late. This was not sunwings fault as their was bad storms during our arrival and departure. The all inclusive was great. No complaints. We pre-ordered a vegetarian meal on the plane and were accommodated. . read more

Would give 0 stars if i could. Lost my luggage and it's been 20 days now and nothing. AND they're now ignoring me. This is ridiculous. THEY WILL LOSE YOUR LUGGAGE. dont fly with sunwing. read more

Horrible vacation experience, Sunwing ruined our Christmas We went to Mexico from Vancouver for Christmas 2016, the accommodation is listed as 4.5 star Bel Air resort and spa San Jose Cabo. On arrival to the resort everything seemed fine until we wanted food, We had paid for all-inclusive but were told we could not have ANY food as the kitchen was to busy. Being that is was Christmas and we thought ok this must be a one of, until that evening we were ready and dressed to go for dinner, which it states they have 5 restaurants (NO THEY DON'T) and if they do they are not all open. So we went to go get food as we were now starving. As we approached the reception we notice very upset people all over the lobby it was Christmas eve why is everyone so unhappy, well here is why you could only get food if you paid the hotel another $50 dollars each for a special Christmas dinner they had decided to put on and nothing else was on offer that night, a few people had paid and waited 3 hours for their meal which was mediocre. Deciding not to take this option we asked for bar food and were told no the kitchen is too busy. At this point it took me screaming and I mean screaming at the reception desk for them to provide us with any food, we had gotten to the hotel at 2pm Christmas eve it was now 9pm and still no food, as it was Christmas eve nothing locally was open either. After me having a meltdown in the lobby the manager finally came out to make us pizza well I assure you he should not have bothered, they gave us microwaved non cooked pizza with a triple layer of melted cheese. This was the all-inclusive I and my family had paid $2260 Canadian dollars for. The next day was Christmas day things have to get better right ...... nope no hot water in ours or many of the guest rooms. Went to reception to ask I would have called reception but we did not have a phone in our room. All the reception could say was its Christmas and we are short staffed. So getting the fact that this was not a fantastic hotel as advertised we decided to walk to the local super market and have dry bread with ham for christmas breakfast. Once back to the resort we asked about burgers can we order the answer was no we don't have buns for burgers, so can we order anything else no the kitchen is to busy. So christmas day we ended up with a bunch of other guest going to the District a nice bar just up from the resort. So the next issue WATER the hotel is very very very reluctant to give out bottles of water. So if you are like me and want to stay hydrated while in hot climates do not pick this holiday. So much so I came home with a kidney infection and very dehydrated the fact that our air conditioning broke down 3 days into the weeks holiday also contributed to me spending two days in bed very sick. We did call our sunwing rep on day 2 so get this to move 2 adults to a new resort they wanted $9000 Canadian dollars, yes you read nine thousand, we had paid $2260 each already. We were so upset we demanded the senior sunwing rep to come to our hotel the rep we had was already in tears with the amount of people who had been shouting at her (poor girl) The senior rep finally came and after 2.54 hours arguing with us and telling us if we did not like Mexico don't come to Mexico all he managed to do was have buns delivered for the burgers, I kid you not this happened. So it was then agreed that he would talk to the hotel managers, this did happen and they offered us to sign a waiver for 50% of our stay at the hotel.... brilliant right? nope they refused to give us a dollar amount for the reimbursement so essentially we would sign this document to say no futher action would be taken but they would pay us a random amount of money that we could never check was correct, who to say they were going give us more the $100 we had spent that on food in the first day. There is many stories to be told about this vacation and the terrible service both the hotel and sunwing had given us if it hadn't been for the wonderful people in the resort banding together and helping each other this would have been my worst nightmare. We have all contacted sunwing and no response so now it is going to be going to lawyers. DO NOT USE SUNWING THEY DON'T CARE ONCE YOU HAVE PAID read more

This was our first all inclusive vacation. We went to Memories Caribe in Cayo Coco Cuba and loved it. Will definitely be going back. The trip there and back was uneventful and on time. The hotel, staff and beach was amazing. Everyone at Memories Caribe we so nice and always helpful and smiling. The sunwing rep Tony Tony was always available to answer questions and provided us with a great recap of things to do. This adults only resort was exactly what we needed to totally escape. We are already planning our next trip and would recommend it to our friends and family. read more

My son just came to Varadero,didnt get his luggage,but he put all his stuff into luggage . Now he has shorts and t-shirts .His vacation ruined in first day read more

I booked a hotel in Cayo Santa Maria Cuba, right after I payed they told me the hotel will close 1 pool for maintenance , 1 buffet restaurant and 1 a la carte restaurant in those days. Why you didn't advise that when I was booking?. They let you book the hotel, so when you cancel like I did, you pay a cancelation fee. read more

Horrible service at sunwing in Toronto. No information on counter numbers. Our flight was delayed so we ended up waiting for counter numbers to be updated on the board. We waited for about an hour before we decided to go looking for the counters. After we check in, we make our way through the gates and we noticed that por seats weren't together. Our customer service rep never even told us our seats weren't together. We went back to change our seats together and she was very rude. She was arguing with us about why we didn't come earlier and how we couldn't know where the sunwing counter was and why we didn't inquire about it. She told us that she had about 30 seats left and she was insisting that none of them are together and that they are single seats spread throughout the plane. We asked to speak to a supervisor (his name is Dave) and he was horrible at customer service. He was yelling at us about why we didn't check in earlier. After s few minutes of this, he said "you know what? I saw you guys come in in the airport 2 hours ago. Why didn't you come check in?" Despite the unprofessional behaviour and personal intrusion, he proved our point. Why would we sit somewhere else for 2 hours instead of checking in if we knew where the counter was or if there was information on it? It was no longer about sitting together. We were left speechless by the rude behaviour and horrible attitude of sunwing employees!! How can this happen? read more

Worst experience with any airline EVER. Booked a destination wedding to Montego Bay JA. Problems started just trying to check in. What they allow for carry ons are the smallest in the industry. There were 9 of us. I had to check everything at $20 a kilo. $940 later, no room for exception, it was either pay the fee or miss your flight. They didn't care. They lost some of the luggage on the way there to top it off. My fiance was in tears. The sunwing rep in JA knew about the situation, confirmed that the luggage was seen and was stolen. Upon our return though, Sunwing refused to hear about it. Advised that we needed a special numbered form that should have been filed out in Jamaica at the airport. By the way, it took three weeks for them to answer via email and tell us that they would do nothing, didn't care about the extra fees and that they considered the matter closed. They do not speak to you by phone. They refuse. Everything is via email and you are expected to wait three weeks. I had to use my rent money to pay for the baggage fees. If I didn't have it, it would have ruined our wedding. The plane was packed, smelled bad and it was extremely tight. The staff were overworked and unpleasant. I will never ever use them again. I would reccomend that you avoid them at all costs. They may offer you a cheaper flight. But you will pay more in the end via lost luggage, poor service and extra fees. Their customer service is the worst I have ever seen. read more

So, let's be frank, Sunwing flights are cheap as dirt in comparison to all the others, and you cannot expect to be treated like the Queen when you've paid a joker's price. For us jokers this means 2 vacations south a year instead of one. I've been to Manzanillo, Puerto Vallarta, Huatulco and most recently Ixtapa with Sunwing and it's gone smoothly every time with minimal delays and no big issues. Why have we been lucky with Sunwing? Touch wood partly and partly because we know what to expect. We measure and weigh our hand luggage and personal item at home to make sure they meet the limits. We never check luggage, traveling light is very freeing. We don't expect to sit together on the plane... and end up meeting fun people on the plane as a result and/or sometimes we get 2 or 3 seats each because we just move after take off to any empty seat. We later use the $40 we saved to buy a good bottle of tequila or rum. We pack gourmet sandwiches for the plane ride and avoid the gross Lynn Crawford food, yuck. Oh yeah and we never arrive 3 hours ahead, like 1 hour max and we're just fine. We always check in online on the outbound flight, but usually not available on the return. At the destination we'll sometimes forego the bus and hop in a cab to our hotel arriving first and catching the desk staff in good spirits before they are hit with an entire busload. We also never ever attend the Sunwing "info session" the first morning after arrival, it's just a big 'ole sales pitch. If you're extra tall, wide, or otherwise physically unable to fit into the tight Sunwing seats then you might need to spend the extra money on booking a regular airline that can cater to your seating needs. Fly budget, expect budget. But judging from all the bad reviews, it's more like pay budget prices expect top of the line. I love the person who expected Sunwing to come around with bottles of water when the plane was delayed. Really, you can't buy your own water at an airport? read more

Honestly I don't know how they stay in business other than pricing down vacations. Lost my luggage and I get a phone call from air canada, a different airline saying they found it. Got it day 4 of a 7 day trip after begging sunwing to do something. This was just the latest in a series of bad trips with them. They generally hate customers and make a point of telling you with their service. Now I also flew west jet and what a world of difference. Sure your paying more but the customer comes first. Bottom line if you fly sunwing be prepared for the worst service you have ever experienced. read more

We are 0/2 with this terrible company. Both times (heading to Cuba) we had 12 hour delays spent in the airport, absolutely NO compensation, and lost a day of our vacation because of Sunwing's pathetic incompetence. Spend the extra money and go through a better agency. Sunwing is awful. read more