Traveler's Health Insurance is sold under False Pretenses!!! Think you have traveler's health insurance? Think again! Sun Wing sold travel health insurance for my mother but they did not actually purchase the insurance. They certainly did not fail to charge me for it though! When I called the insurance company a week before the flight to get particulars and potential claim numbers, I was told there was no coverage, nor request for coverage for my mother. It was during the Xmas holidays and too late to find another alternative health insurance so I had to cancel her trip. Sunwing would not reimburse me for her flight, but they were kind enough to say that that they would reimburse me for her insurance! I never would have bought the ticket without insurance. I had to file a dispute with my American Express card, and won. BUYER BEWARE! read more

We had booked a Christmas vacation with Sunwing. We bought their WORRY FREE cancelation insurance....WHAT A JOKE. We had to cancel on September 25. That was when the told us that we don't get a 100% refund but future travel vouchers. WOW!!!! REALLY? Congratulations SUNWING you managed to get yourself $500 in FREE MONEY as we can't use the vouchers and after the crappy customer service HONESTLY ....WHY WOULD WE EVER WANT TO TRAVEL WITH YOU? read more

I travelled last yr with sunwing we had our trip cut short due to hurricane.mathew. sunwing staff were SIMPLY AMAZING. The flight had great service,friendly staff, and they ensured all of their customers were.safe and taken care of. Sunwing supported and provided clear information in such a terrifying time. We didnt have to worry about anything. Defenitly amamzing air line and staff. I cant express our appreciation and sincere pleasure. Thank u sunwing!!! read more

I've had my first unfortunate incident with Sunwing that has left me wary and distrustful of their customer service. I booked a trip to Cuba through Sunwing (via Itravel) and while in Cuba booked some excursions through Nexus which is affiliated with Sunwing. Although we had a great time on the Jeep Safari, the Nexus party was let down and I felt that the description of the excursion was misrepresentative. At the time of buying tickets we were told that there would be a dance competition, a raffle, open bar and 2 professional dancers that would be giving dancing lessons. To start off, the bus came 30-40 mins late to pick us up at our resort, upon arriving at the party we realized that the party would not be starting till 10:00 and the bus would be going back at 12:30. This was not what we were made to understand when booking the excursion. We were told that that the excursion was from 8:40 p.m. to 1:00 am. The raffle draw that was promised when booking the tickets did not take place at the party, also, only 6 couples were allowed to participate in the dance competition and we did not get an opportunity to take part in it due to the limited participation allowed. The 2 professional dancers were not really giving dance lesson, they were dancing and we were expected to follow along- we had this at our resort every day and didn't have to pay for it. We also had an open bar at our resort every day so the open bar did not do much for us at the party. Overall, the Nexus party was a big disappointment and the fact that it is promoted by Sunwing as a party for Sunwing customers is makes me wonder if Sunwing values its customers? To give an idea of what poor value of money it was, it might be worth comparing it to the day trip to Havana which would cost only $5 more than the nexus party. Upon explaining the situation to Sunwing, I was informed that post travel inquires could be answered between 4- 6 weeks. It's now been a month and half and there has been no constructive feedback or resolution from Sunwing. Very disappointed in Sunwing. From my personal experience I would recommend going for the Jeep Safari which was a great experience but steering clear from the Nexus party. read more

I'll start off saying that I didn't have any high expectations booking with Sunwing and I fully understood it was more of a "budget airline". Well... here is my horror story. I used my WORRY FREE cancellation insurance and rebooked for 3 weeks later due to health issues and was told I had to rebook my trips on my credit card and then submit the vouchers after. I didn't like how that worked having 4 bookings outstanding on my credit card but what can you do so I rebooked and took off to Cuba. Upon arrival at my hotel I find out I have somebody else's luggage and they have mine. Perfect. Luckily the man was in my hotel and we found each other that night. After arriving back home in Vancouver I spent 45 minutes at the carousel to find out HALF the passenger's luggage was not loaded on the plane!! WOW! FOR REAL!? They delivered it to my house the next day and broke my mug in the process, thanks guys. I arrived home May 26th and it is now July 6 and only ONE of my vouchers has gone through and been refunded. I had to pay $1500 extra on my credit card to cover myself from interest charges despite my phoning, complaining and resending the voucher FOUR times!! WHAT ABSURD SERVICE! DO NOT take the risk with Sunwing, Seriously! Shell out the extra few hundred bucks for a real airline and you'll be glad you saved yourself the headache. I forgot to mention on the flight home they cranked cold air in to the plane and tried to sell us all blankets for $12 a pop. read more

On Sept 14, 2018 I was on a Sunwing flight home from Jamaica. We had stopped in Calgary to layover and during this time the flight attendants advised 10 people would need to relocate their seats to the back of the plane for weight distribution purposes. There was no protesting and no resistance. After the 10 passengers had moved I was standing in my row in front of my seat and talking amongst my friends. I made a comment that (verbatim) "the back of the plane looks so full now and the front is so empty." I was not questioning anyone, just simply having a light hearted conversation with my friends. At this point, the flight attendant, Ed (if that's his real name), intervened into our conversation and proceeded to berate me in a very loud almost yelling voice about how I don't know anything about weight distribution and there are so many things I don't know about behind the scenes and then proceeded to tell me that I'm "very sad for joking about something like this". I continuously tried to deescalate the situation - which I find to be very inappropriate that a passenger would need to try to calm the staff down. I told him thank you and I got it, understand, etc. He kept going and trying to humiliate me over something that did not even concern him or involve him in the first place. After I refused to engage in an argument with him, he walked away and very loudly said that I need to have more respect. I did not know flight attendants were trained to resort to passive aggressive behavior. What I find interesting about the respect comment is the hypocrisy of intruding into one's conversation and trying to engage in an argument with a paying customer when no one was speaking to him. Right before deplaning I had spoken to your lead flight attendant (wasn't given a name) who was very dismissive of my complaint and did not make me feel heard or that there was any weight to my concerns. She had rolled her eyes at me a few times and told me he was joking. I can assure you - and have witnesses who would be willing to corroborate that he was not joking. After speaking with many people on the phone and being told to write a complaint on the website (which I did), I received a follow up completely ignoring my request for call back and instead saying "sorry he was rude, hope the trip was good! Anyone who knows me, knows that I follow the rules and respect flight staff. I have never in my life been treated this way and my comment did not warrant his response. I think it's safe to say they do not care and will continue this behaviour which makes it easy for me to discontinue my patronage to them. read more

Worst airline in the word. No third world country airline would ever treat passengers the way this airline does. Scheme is to lie about delayed takeoff every hour until 6-10 hours of delays pass. False hope and horrendous disregard for humanity. This airline breaks laws and mistreats passengers. Avoid this POS like the plague. Do not fly Sunwing for any illusionary benefit or discount!!!! Their staff and spokespeople may apologize with constant sorries the way J. Trudeau does for a living, but neither deliver anything good!!!!! And they will never compensate you for the torture endured in a smelly plane for half a day. So much for enjoyable vacationing. Disastrous! read more

Sunwing is by far the worst airline I have ever traveled with. As someone who travels every 4 months or so, I know which airlines are worth flying with and which are not, and I will never travel with Sunwing again. My fiance and I took our first trip south this April with Sunwing, with high expectations that led to disappointment. First of all, Sunwing needs to train their flight attendants, as the ones we had on our way to Cuba were downright ignorant. Second, they need to stop bragging about the free welcome glass of champagne and free hot meal. The welcome glass of champagne is served warm, in a glass that looks more like a urine analysis cup you would see at a hospital than a glass of wine, oh and the amount of wine is less than a shot. The free hot meal was a microwaved dinner similar to what you would get at a grocery store in the frozen section. They asked "chicken or pasta?" and my fiance and I both said chicken. Well, we got 3 little pieces of chicken in a weird sauce surrounded by rice that was still cold. Not exactly what we had in mind. The plane itself was old and my seat had tears in it covered with DUCT tape. We paid an extra $40 each for Elite plus, don't bother. Yes, you get more leg room but that's abou the only bonus. You also get priority check in, but if you arrive at the airport 3 hours prior to the flight as instructed, there isn't much of a lineup anyway. Next time we go south, we will use Air Transat or WestJet Vacations. read more

Flights are often delayed, changed on the fly (i.e. They add an unscheduled stopover) or cancelled. If they weren't the lowest in price, nobody would use them. That's probably the only good thing about them. read more

DO NOT choose Sunwing for your next vacation. A group of 11 got, what we thought was, a fantastic deal to Montego Bay from Toronto. This is my first time with this airline. I'm a pretty slim guy but the seats were much narrower than most flights and were the most uncomfortable seats I've been on. The plane was dirty and was obviously not cleaned before its previous flight (empty can of coke in the seat in front). Coming back from Montego Bay, our 7pm flight was delayed to 1am. The bus dropped us off at the airport at 4pm, so all passengers were trapped for 9 HOURS. Sunwing reps didn't even arrive until 7pm to answer questions. Food vouchers were issued at 9pm when the AIRPORT WAS CLOSED. So no one got to eat. No water. Air conditioning in the airport was turned off because it was closed. Sunwing reps couldn't do anything. The original excuse for the delay was that the pilots worked for too long and were required to rest. Doesn't Sunwing PLAN THIS ahead of time? Then we were told there was a mechanical issue. Our actual pilot gave us another excuse when we boarded. My guess - Sunwing over booked and it was easier to delay people going home than people going on a vacation. While returning, a woman on our plane experience chest pains and was taken off immediately upon landing in Toronto. I have no doubt that her (and our) ordeal that day was the main reason for her medical issue. Yes, indeed, choosing Sunwing can kill you. I emailed Sunwing with my complaint and received a reply from their customer service rep (Max Veldhuis rveldhuis@sunwing.ca) to apologize for my experience but to remind me that by choosing Sunwing, there is always a risk that things like what I experience can happen. Sunwing's response was *(^$ happens! No reimbursement, no explanations, no lessons learned, just sorry, but this happens. If that doesn't raise red flags for you, then I don't know what will. Needless to say, I'm never flying with them again. Read online reviews - my experience isn't unusual. I hope Sunwing is the next airline company to get run into the ground. Worst travel experience and customer service in my life. read more

My girlfriend and I paid $200 for "elite" status, not only was my luggage not first off the plane, it was still left in Vancouver. Trying to locate and get my luggage was a hassle and I went 1/3 of my trip without my belongings. Upon returning home I was told by Sunwing I still had what they consider an "Elite" trip and because there was nothing I could legally do about it (their words) I was out of luck. I expected the airline to care about their customers vacations, or at least try to atone following their mistake which caused me grief. Definetely do not pay for Elite because if you do and your luggage is lost or they don't have a seat for you it's still an Elite trip in their eyes. According to their representative in our resort this happens "all the time" Best bet is find another airline. read more

We went to Cuba Memories resort on 29/03/2017. In the resort at sunwings office we paid 50 CUC for carnival show. The guy name Erik told us to wait for the bus who will take us to carnival. We wait 45 min and nobody came pick us up.we asked front desk 10 times when somebody will come and take us to the show. 55 min late we got to show. after almost. Arnival was over.Next day I came talk to Erik and ask for my refund becouse we missed almost all show and he start ignoring us. He was so rude to us. We spend 45 min in line and after he finish talking to customers and just left leaving us standing. I don't get it how guy like him can work that kind job. read more

My husband and I booked our Honeymoon at the Melia Santa Maria. When we arrived we had no working shower for 4 days. There were also ants and other bugs in the room. We kept asking them to fix the shower and it was not fixed. On the fourth day I went back and asked them to move us to a room with a working shower. They were not happy and asked us to pay an upgrade fee. I told them we had washed our body and hair in the bidet and did not care what room we got as long as the shower worked. They were very upset to move us. Reluctantly they moved us to what they called a "premium ocean view room". When we got to the new room, we could not even see the ocean unless we stepped on our tippy toes because the bushes outside were so over grown and there were also even more ants in the room. The shower worked but there was very little water pressure. We said we would take the room because we just wanted to try and salvage the rest of our honeymoon. When we went to go put our clothes away, we tried to open the drawers and they were not even on rollers and just sitting on top of each other. We decided to leave most of our clothes in the suitcase (underwear, bathing suits etc. and only hand things we didn't want to get wrinkled and put our shorts on the shelves above the drawers) The light on the right hand side of the bed didn't work and the sliding door to the balcony was very difficult to open and close. On the morning of check out, I went to give back the towels and keys to the front desk. I was told to wait. After about 5 minutes, there were 2 security guards, a manager and a customer service man. The only person wearing a name tag was the customer service man. His name is "Roberlan". Roberlan told me that because we damaged the room we would have to pay 800 convertible pesos, plus 3% charge (over $1100 Canadian dollars). I could not believe it! I asked what we damaged and they said that we broke the drawers, the light at the side of the bed, a cup and tore the curtain. I said I wanted to see what they were taking about and that I was not going to pay because we didn't break anything. I asked them to show me so we went to the room "escorted". When we got to the room, there was already a repair man their attaching the rollers to the sides of the drawers. I told them the drawers were like that when we arrived and we just didn't want to complain and wanted to carry on with our vacation. They then said the lamp is broken, for which my husband looked inside the lamp and it was already previously broken, rusted out with duct tape holding it in (pictures attached) The curtain had a small tear in it about a few centimeters. We are not sure how or when this happened. It may have gotten torn opening and closing the balcony doors by someone. The only damage we feel we caused was a small amount of blood on the bottom bed sheet a few centimeters wide. My husband had diarrhea for four days and ended up with a bleeding hemorrhoid. Roberlan kept saying that the maid said the room was perfect and newly renovated and that they believed her and that we had to pay. We asked to go to the Sunwing rep and we were not going to pay. They told us if we did this they were going to call immigration and the police and have us thrown in jail. The one bigger man kept yelling "policia and Immagration" at us. I was so scared I urinated in my panties. I pleaded with them not to call the police and told them we would pay. I asked to take pictures and Roberal said "No we have already taken pictures" Some other guests were out in the hallway, so I took out my camera and started taking pictures thinking they would not take my phone or break it if people were watching. The men then escorted us to the front lobby off to one side and demanded cash. I said I don't carry that kind of money with me and it would have to be credit card. They kept saying "only cash" and told me they would take me in their car to go to a bank in the village. I was not leaving the resort with them and was so very scared of the situation as I felt they may kidnap me because they did not want my husband to go with me and wanted him to remain at the hotel. I told them I did not have that much money in the bank and if they wanted it, it would have to be credit card. They argued in Spanish for a while then said I could use my credit card. When I asked what their names were, they would not tell me. When I asked for Roberlan's last name he would not tell me either. After I paid they went away. We went to speak to the other guests we knew and sat with them for safety. We told them what happened and they were also worried because their rooms are falling apart as well!! I was shaking so much until the bus picked us up in the lobby at 4:30pm. The hotel room and the whole hotel was so very worn down. We were extorted, held against our will by these men and held for ransom!! I complained to Sunwing 2 times and still have not heard back!!! read more

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In January 2020 I booked a vacation with Sunwing Vacations in celebration of my 25th wedding anniversary. We were to travel to Punta Cana and had booked in at a luxury adult resort with all the bells and whistles including our own personal butler. Our travel date was March 21, 2020. On March 17, 2020 the government advised that they were locking everyone down and nobody was to leave the country. Over the years we have not been ones to spend money on these types of vacations so needless to say we were very disappointed. However, not as disappointed as the treatment we have received from Sunwing since that date. When we were banned from travelling I immediately contacted Sunwing and was told not to worry that we would either receive a travel credit or refund. In the past year I have attempted several times to obtain a refund but have been told that I do not quality. Most recently I have learned that Sunwing is to receive a $375 million dollar loan from the government as like many other businesses their business has suffered due to the pandemic. In reading the articles about the government loans it clearly states the following. Under the terms of the loan, Sunwing has agreed to maintain an account with the money it received from customers for travel that was cancelled due to the pandemic. The federal government has stressed that it will provide financial aid for the battered aviation industry only if airlines provide refunds to passengers whose flights were cancelled as a result of COVID-19. Upon reading this I immediately contacted Sunwing and again was advised I do not qualify for a refund. Their representatives informed me that the only travellers who qualify for a refund are travellers who booked since the pandemic. How does this make sense? These people are booking vacations during a pandemic when our government is advising us not to travel knowing full well that at any time we could be locked down again and their trip cancelled and they are entitled to refunds. I booked a vacation before anyone was aware COVID19 existed fully intending to go on that vacation, but my trip was cancelled through no choice of my own. I had no input in this decision. This was decided for me by the government. How is my trip cancellation deemed not a result of COVID19. I think Sunwing needs to stop playing with he wording in the terms of their loan agreement and step up and do the honest and right thing. They have now extended my travel credit unit 2026. How generous, but how do they know what shape the world will be in by then, how comfortable I will feel travelling, what my health will be like and if I can still afford this vacation because guaranteed the trip I paid for in 2020 is not going to cost the same in 2026. If Sunwing has accepted a government loan they need to do right by ALL travelers. There must be others out there who are in the same situation was me. Please post, contact the media. Let's do whatever is necessary to make our voices heard read more

I have only ever flown air Canada or west Jet, so when I booked with sunwing I figured a company like this would be just as good and comfortable, especially since it was such a long flight. Well the flight was descent, the flight crew on both flights were great. The biggest complaints I have is the fact you do not have your own tv screen like west jet and air Canada. I only say this because on a 6 hour flight you want as much distraction from the long flight. But we had to have the "share screens" during the flight and they only played 1 movie on each flight and then we were stuck with watching a few episodes of the big bang theory... then they were turned off. and we were stuck with 4 hours of silence. If I had know this would have happened I would have brought my own entertainment. Also the food was horrible, not so much the taste as the lack of 2 options. By the time they got to me there was only 1 option left, a turkey sandwich with "cranberry gravy" which wouldn't have been so bad had the gravy actually of been gravy, but when I got the meal the cranberries' were imbedded in the bun, I cannot eat cranberries and when I told the flight attendant she gave me to bags of cookies.... and said sorry we saved the pizza for people with allergies.... Once we got to the airport in Cancun we were told that if we do not go to the bus right away we would get left behind and have to find our own way to our hotel. WE got on the bus and had to wait for close to an hour for people who were supposed to be on this bus.. even thought they said be quick or get left behind? Our hotel rep Mathew was a complete idiot and so useless. We booked the honeymoon package and were supposed to get "complimentary use of smart car" . So when we went to speak to him he said he never heard of that before (yet it was on the sunwing website) So he brought us to the concierge and was talking to them about it and they said we only get one day free is we buy 4 days (which is the regular rate anyway) so we showed Mathew the sunwing page where it says COMPLIMENTARY. He said " well that's that" and walked away without apologizing or anything. It was extremely upsetting paying all this money for something and having the company not give you what you paid for. Needless to say i will never book with them again. read more

So disappointed with Sunwing!! This was our first time flying with them and hopefully our last.. First off, we were not able to check in online prior to our flight unless we wanted to pay a premium which was ridiculous so we showed up 4 hours early for our flight so that we could beat any lines. This did not happen. The line for check-in was MASSIVE!! Had they allowed customers to check in online this could all have been avoided. Secondly, my boyfriend and I NEVER check our luggage, we each pack one pack back for our trips so we just have a carry on and do not need to worry about lost luggage or stolen goods, etc. For the first time EVER Sunwing forced us to check our backpacks which are smaller then every other carry-on luggage!! We have travelled all over America, Canada and East Asia with these backpacks but Sunwing wanted us to check them for a short flight to Dominican? Made no sense and so again we were forced to wait in a huge line up for baggage. Once we finally arrived to Dominican we found our backpacks and my boyfriend's side pocket was unzipped and his GoPro had been stolen from his bag. This obviously happened somewhere between baggage claim and being loaded onto the plane as the only pocket which held anything worth value was emptied. We went directly to customer service who called a Rep from Sunwing who informed us that they could not do anything about stolen goods. Had we been able to carry on our backpacks as usual this would have all been avoided... So SO frustrating!! This only good thing I can say about our experience with Sunwing is that we had very pleasant flight attendants both on our way there and on our way back but Sunwing has definitely left a sour taste in our mouths and we will avoid booking again with them at all costs!! read more

Definitely not WESTJEST! Traveled sunwing a few times now and they are super unfriendly and not accommodating at all!!!! Avoid if you can!

Got back from Vacation today and they lost my two luggages, the worst nightmare a traveller can ever have .The flight got delayed for 1.5 hours, took two hours to unload luggages and lost two of my luggages at the same time. There is no one willing to help and just brushing me off. Who would want to use this company again. #sunwingvacationisshit #sunwingvacation #sunwing read more

Over an hour to check in today.... 12 elite member checkingcounters not being used yet long line ups for everyone else.... poor planning. Big difference from Air Canada. Trip home even worse... read more

My Fiancé and I booked a great trip through SunWing Vacations that was roughly $3,500 months before COVID and even bought the insurance. A week before we were going on our trip our government made it mandatory to isolate for 2 weeks once we arrive back and were not guaranteeing that we would even have a flight home so we cancelled (using the insurance that we bought). We were then told that we would not be getting our money back but would be getting a travel voucher (same as everyone even if they did NOT buy the insurance). I have called SunWing numerous times just to be told "sorry this is how we do it" or "Dont worry your voucher is good for 2 years". We are in a pandemic and SunWing is not even flying out of my province this year which means I only have 1 year left to use the voucher. 1st off what was the insurance for as it was the exact same as everyone else. 2nd can you not at least make the vouchers not expire as I paid a lot of money for this trip. Its not a $50 dollar gift card this is $3,500 dollars that was saved up to go on our first vacation together and you guys have ruined this. I would expect in these times a voucher that cannot expire or our money back. I work at the airport and will not be recommending this airline to anyone as they clearly have no remorse or compassion for people and are all about the profits. Shame on this company. read more

Terrible Customer service.The should go out of business. Its so sad how they treat people. We have booked a trip to Cuba and we have specificly chosen an early flight to get to our resort by 11 am since we only have 4 days there. One week to our trip, they have changed our flight an afternoon flight therefore we will loose the whole day and it leaves us with only 3 days which is too short and we have paid so much money for this trip. I have phoned in to see we can at lease catch a later flight coming back to Toronto but they want to charge ridiculous charge of $300 per person for this and they are not going to compensate anything for changing my flight time to begin with. read more

We booked a one week vacation at a resort in Varadero. The resort that we booked was a total nightmare. If it wasn't for our Sunwing rep whose name as I recall, was Juan Antonio who made arrangements to get us transferred to an affiliated resort, our vacation would have been a disaster. We can not praise and thank him enough. We are very thankful for Sunwing and our rep for accommodating us! read more

We booked a group of 12 for a cruise on NCL in March 2019 and after them telling us they weren't honouring their original quote as the person made a mistake and said it was including taxes and they wouldn't give it to us, then offering us 1 free bag for each person and a pretty good rate for cruise and flight. We sent several emails and phone calls back and forth to make sure we got the Balcony room that would be included for NCL's Free at Sea promotion. When we checked our online NCL account, no Free at Sea!! They told us we would be eligible and then weren't when we asked about it. This is a trip total of $20,000 for Sunwing. And when we called, they do not want to help us at all. And we called NCL and they won't talk to us as we have a travel agent. We are returning NCL cruisers as well. Unless this is fixed Sunwing, you will never have our business and we will use Social Media to air our concerns to others so they don't have this frustration! Oh and by the way, this cruise is for my 50th Birthday celebration. :( read more

TERRIBLE! We booked a flight months in advance, not only for the good rate but also, free checked baggage - 1 per person. When it comes time to check our bags at the airport - we have to pay $26 per person EACH WAY. we notified the attendant that it is free checked baggage. No, she replies and points to the policy on the desk. The policy was changed TWO months after we booked out flight and not a single person from Sunwing contacted us about the change. Our flight ended up costing $104 more than we originally planned. Had we known, we would not have booked with Sunwing and went with Air Canada - a company with good customer service. Not only that, you can only check in and get your boarding pass four hours before flight time AND you HAVE to print it! There is no electronic version. We sat in row 14 (the row in front of the emergency exits) and the seats DO NOT recline! We were on a FIVE HOUR red-eye. The row behind us, row 15 was empty. We asked to sit there because those seats recline - there is a UPGRADE charge for those seats so we couldn't sit there. Funny enough, in the middle of the flight, all the flight attendants gathered, sat in that row and were yapping for an hour! Be prepared to have PLENTY of delays. original departing flight was delayed two hours, and flight back home was delayed 30 minutes. Terrible customer service through this whole ordeal too, just bad. WROST FLIGHT EXPERIENCE EVER!!!!!!!! read more

Sunwing I sn't even worth the 1 star rating I had to put down, wish there was a way I could put no stars. This has been my 2nd trip I've had with sunwing in the passed year. Both were a nightmare. First time was flying from Varadero, Cuba to Toronto. Flight got delayed 3 hours with no explanation to why, no sunwing rep said anything about the delay just posted it on the tv and we had to check ourself. Second time out Flight from Cancun to Toronto got delayed an hour due to an accident in Cancun again, no explenstion as to why until we got on the plane and the captain told us. We depart Cancun and was told it was a 3 hour 28 minutes flight home. 5 hours later we arrived in Toronto just to sit on the tarmac for 40 minutes. We then pull up to the terminal just to find out we have no ground crew and we're told we have to wait 5 minutes. without any updates from the captain, another 40 minutes go by before we finally got off the plane. We then get into the airport just to wait 1.5 hours at the baggage drop for our bags with no reason as to why it's taking so long. Many frustrated passengers that day. Sunwing needs better communication with their passengers. Surprised they are still in business. Stay away from sunwing unless you want a disappointing trip. read more

I have traveled with Sunwing for about 10 years, once or twice a year. There have been issues, but most I have been able to over look, but not this time. We found a great price to go Jamaica, booked it, had confirmation, everything in order, two weeks later we get notice from them that the pricing was an error and our vacation was cancelled, there were 7 people booked together. Sunwing told us that since we were loyal customers and that they had made a mistake they would give us a $500.00 credit if we booked something else with them. They gave us a deadline to use the credit, so we rebooked another destination, with a larger group of people, there are 10 of us so we qualified for a group discount, our. Agent spoke with Sunwing and we were told that yes, we could use the credit on a group vacation, so we booked. Well guess what, they rescinded the credit! Four of the original group of 7 got the $500.00 , the other three of us did not. Sunwing has lost, not just us, but all the people in our group, we have booked a group vacation every year, for about 10 years, we are no longer loyal Sunwing customers, we will complete our vacation this year, but it is the last year! I must mention Itravel2000, as they have covered the credit themselfs, as with them we are loyal customers too! 5 STARS For ITRAVEL2000, a big Fat ZERO for Sunwing! We read more

Thank you SUNWING for the most miserable check-in experience I've ever had on an airline... Hour and a half que to check in to flight.

Sunwing changed my return flight from Freeport at the last minute so that I couldn't make my connecting flight home.Having to re-book my connecting flight cost my family $1200.Fom reading other reviews I've discovered this is a regular occurrence for this airline When I called customer service they offered me a heartfelt "sorry"as compensation.This airline sucks. read more

My mother booked a trip with her friends to Mexico on March 31st. Using my Visa because my AmEx wasn't working and that is the card I always use because of the traveler insurance. My dad suffered from a stroke first thing in the morning Thursday April 27th. . He has potentially lost the ability to be able to walk again. He was forced into retirement and had to sell his business. His father passed away suddenly on May 1st. My dad was then sent to St. Johns rehabilitation on May 4th. A week later was the funeral and my dad had to be escorted in a wheelchair by hospital staff. She called to request a refund or credit but was denied. Saturday, May 13th, my dad was rushed to the hospital again, this time with gallstones blocking his gallbladder creating infection and inflammation. He was not cleared for the surgery required to fix this because of the recent stroke. He is stuck, with a temporary fix until they can reassess after his stroke rehab. It is day to day making sure this temporary solution holds up while he finishes his rehab. He also has hydrocephalus (a build up of cerebral fluid in the brain) and is waiting to hopefully be cleared for the surgery required to help that. As the situation became more pressing and serious each day, she called again requesting a refund or credit to travel at a later date and was denied again. This is absolutely appalling customer service. It not only creates an environment completely devoid of any personal connection but shows no consideration for tragic circumstances beyond their customer's control. Any other company would have provided instant accommodation as well as exceptional customer service to make someone's nightmare that much more tolerable. This company promotes itself with family values, yet when it comes down to it proves it could care less about just that. read more

Very fast service. I had to call twice today to fix a cruise booking issue and there was no wait time to speak to an agent, as well an agent got back to me by the end of the day with a timely resolution of my issue. I am very impressed, and was a much better experience than my usual experience with other tour operators. read more

Sunwing starts off the experience with poor web check-in options and non-functional kiosks at the airport. Even with this option, customers still need to line up to weigh their carry on baggage that can maximally be 5 kilograms (from our experience, this only allowed for a total of 3 nights stay worth of clothes--no toiletries, no shoes). Thank goodness we arrived early because soon enough, the queue quickly gets congested by customers who are unaware of this 5kg maximum and have to rearrange their belongings among themselves in the corner. You see, checking in baggage cost $26 dollars and for people who are staying for three nights at Toronto, they don't want to check their baggage in and hassle with the carousels in YVR. Having flown with Sunwing just three days prior from Vancouver, we thought we knew better and carefully planned our carry-on baggage to weigh exactly 5kg. With two women and a man in our group, we also had two purses and a backpack. Much to our frustration, the Sunwing attendant insisted that a backpack counted as a carry-on baggage, which automatically required us to check-in one piece of baggage. However, two women's purses were "good to go." I particularly find this sexist in Sunwing's policy as was he expected to hold his important belongings (such as his boarding pass, wallet, passport) in a purse as well? Obviously not. I think that their policies escape practicality as if intended to mislead their customers. While their fare rates may be reasonable, I wish they would stop making up for it from ridiculous carry on baggage policies. From this experience, this will be the last time we will be flying with Sunwing. read more

My husband and I Just returned from all inclusive trip through Sunwing holidays. We as well had an awesome time. Right from booking to our return home was hassle free. We upgraded to the Elite Plus and were happy that we had no long lineups...lots of leg room, and must add that the flight attendants were awesome. Donna....was by far the best flight attendant we have every had in all our years of travelling. We were very pleased by all the smiling people and how they took such good care of little children, taking them to see the cockpit and all. \thanks Donna and to all the others that made our vacation wonderfull from start to finisht. Nellie and Victor Jannert Kitchener, Ontario read more

Just returned from a Sunwing vacation to Akumal Beach Resort, Mayan Riviera , Mexico. March 19th-26th, 2011. I can't say enough good about the flight to the resort and home again. The Sunwing reps were where they were supposed to be at the airport in Cancun and the rep at the resort, Raphael, was also very helpful. We were in good hands the whole trip. The stewardesses were very pleasant and we were made quite comfortable by the pilots during the flights. Always kept us informed. (It was our first time on such a long flight). Top notch service!! Would definitely fly with Sunwing again! read more

I am posting this on behalf of my friend: I just would like to share with your a very bad experience i had with Sunwing when booking a vacation with them. Me and my friend were supposed to travel tomorrow, Friday Feb 17th when life took an unexpected turn and took away my friend's sister & daughter's life. When you walk into a house and see the two closest people in your life dead, i cant put in words how devastating that could be. More details are here: http://bit.ly/y1cNmM We contacted Sunwing and we let them know what happened, and the local booking agent was very uncooperative and unsympathetic. They refused to change the date, will not give us a refund and there are restrictions on sale of the tickets. Basically, we lost $1800. We are college students, that work very hard at school, have a part time job to pay for our tuition and living expenses since we live on our own and we have scrapped pennies to save for this vacation. The only option they gave us is to get on the plane! Who in their right mind would tell a person, that just lost her sister and her niece to get on a plane and just take off... what about funeral arrangements? What about the emotional trauma? What about being there for her family? How cold hearted can you be? We don't feel like we were being treated as people, but rather as dollar signs (which are already in their deep pockets) I don't think there is much we can do at this point... i just wanted to share my story with you and show you how Sunwing handles their customers after they have purchased their tickets. I would hate for any of you to go through our experience. Do some research and find a travel agent that knows how to treat their customers well, not rip them off. Buyer Beware. read more

Worst travel experience in my entire life. Whatever you save on the ticket you will be nickel and dimed to death afterwards. The carry on dimensions are smaller than ANY other airline in the world. Expect to check ALL of your baggage at $20 A KILO!!!!! We ended up paying nearly $1000 in luggage fees because of their ridiculous rules. The rep at the counter said, take it over leave. Yeah right, me and wife soon to be wife on a destination wedding should just leave all our things there right? They lost two of our pieces and upon our return SUNWING wanted me to fill out a form...IN JAMAICA! so sad too bad! IT TOOK THREE WEEKS TO GET A RESPONSE! Wouldn't talk to use by phone, only email. Three weeks later we get a form response. I travel all the time..I will NEVER EVER USE THEM AGAIN. read more

After a lot of research, we chose Sunwing over some much better deals because their flights were direct and did not require very early starts and very late arrivals. Then, with about 10 days to go before departure, they added a stop-over that made the travel times significantly longer and meant leaving home in the very early hours and arriving home in the early hours too. This was not what we wanted, particularly because we have very young children. It smacks of a classic bait and switch. Sunwing refused to allow any changes or cancellation, nor did they even offer compensation for the inconvenience. My advice is to be aware of these practices and buy some insurance if it's important to you, because after reading around, it sounds like this happens a lot. read more

The trip my boyfriend and I booked through Redtag and Sunwing vacations was disastrous. They advertised a resort in Jamaica as being a 4 star when in reality, it fell short of 2. What's worse, is their 'customer relations co ordinator' (Roald), treated our concerns with apathy, arrogance and took a very long time to reply to our phone calls and emails. But when he did, it was an insulting, generic, embellished, inaccurate, dishonest attempt at justifying the company and it's affiliates (Nexus tours to name one). Booking with Sunwing was a misleading, stressful and horrible experience. Do yourself a favour and spend your money with a company that isn't so dismissive, cheap and apathetic about the 'quality' they provide and the appreciation they lack for their customers. read more

Careful of the bait and switch. A small group of us booked a vacation with Sunwing. We needed three beds. We looked at the booking section of their website and it showed a paid upgrade available to a "Family Room". When looking at their room descriptions, they listed two Family Rooms, one of which included a sofa bed but they were otherwise identical. Since the booking page didn't specify which one of these two was the one we could book, we called in directly to ask if the Family Room that was selectable was the one with the sofa bed. We were told that it was indeed. Based on this assurance, we booked and paid for the room upgrade to the Family Room. On arrival we found we had a Family Room with no sofa bed and had to bring in a cot. The hotel couldn't us into the room we paid for because they could only put us in the room Sunwing booked. We called Sunwing to find out more and they promised to call us back but never did. Had we known they were going to book us into a room that needed a cot, we would have not paid for an upgrade and would have booked the standard room with a cot. Once we returned, I filed a complaint with Sunwing to request a refund. They took 1 month to respond and then first tried to imply it was the hotel's fault and they stated that we did not pay for a room upgrade so there would be no refund. Classic bait and switch. Sell you one thing and charge extra for it and then provide something else. read more

Sunwing is a terrible terrible airline!! We were delayed for 8 hours, 5 of which were spent in the airport just waiting for them to give us an update on when we would finally be taking off. Due to the delay we did not have a ride home. So we had to pay for a very expensive cab ride. We were obviously not compensated for this. Sunwing claimed that any delays are not their responsibility. And good luck speaking to a live person at customer service. There is no such thing. Given their extremely poor service, it's no wonder that customer service doesn't take phone calls. Imagine the volume of calls they would receive! I would not recommend Sunwing to anyone! I'm not even sure how they are still in business. read more

I am paraplegic and use a wheelchair. I booked a flight to Cuba with Sunwing from June 16 to 23. When I booked my trip the agent promised me I would get a wheelchair accessible room or my money would be refunded. So I filled out the form Sunwing sent me about my disability. Sunwing responded with an email confirming everything except for the hotel room. I was waiting for confirmation for the room, I called Sunwing on Saturday June 13 to inquire about the room being confirmed or not. The person told me I had to talk with special services, there was no one but an answering machine, so I left a message saying that I was concerned and desperate about going without a hotel confirmation and my flight was on Tuesday. I waited all day on Monday June 15, waiting for a response. So I really did not know what to do. I really did not want to go somewhere where I would not have a place to stay, or be able to get into the room or shower. I decided the safest decision was not to go. If someone from Sunwing could have phoned or emailed me but I never got a response back. I really don't think it is fair I paid for something I never received. I have sent Sunwing emails but they never wanted to refund my money, until I contacted CBC. After that, they apologized and refunded my money. Never book with Sunwing again. read more