Let me tell my 'wonderful' experience with when went to Varadero, Cuba with a group of friends. Our entire plane's luggage with accidentally switched with the plane going to Holguin, Cuba.... Ok, so that's not Sunwing's fault right.... right... However what happened after was a disaster: 1. Their personnel told us on the bus to the hotel that night that "don't worry you luggage is being bussed from Holguin tonight and all your clothes will arrive tomorrow morning". - ok no problem 2. Morning time, 10am, their personnel tell us "great news! the bus has left this morning and your stuff will arrive in the afternoon". They don't know who told us anything about "this morning". We should go buy swim wear, sunblock etc and Sunwing will compensate us. 3. Bags arrived 7pm, Sunwing never compensated for anything - offer $50 vouchers for the next time we use Sunwing. NO THANKS! DO NOT FLY SUNWING read more

Well folks here we go again, not once but twice, have we had an issue collecting or redeeming coupons with these people. Fill out the survey, conveniently misplaced, pay for Elite service then have to get my travel agent to fight for the certificates when we booked our next trip, What can I say, if they did not control the resorts we frequent would use anybody but them. read more

People have some ridiculous complaints and expectations. You're get what you pay for people! great service, great prices, friendly staff, great vacation packages for a decent price. There are plenty of things that are beyond the airline's control so I cannot believe some of these hilarious reviews below mine... People are so unrealistic and ridiculous. The airline/company has no control over the weather, schedule changes, etc. and this is the same with every tour company! Always had a great experience with Sunwing. Great vacation for a great price. Always cheaper than anywhere else. read more

Sunwing offered an Adults Only package for the Be Live hotel in Punta Cana. The cost at the hotel is $25 USDpp per day. This totals $350USD (approx $490CD) for the week. We purchased this adults only package from Sunwing which was to include * Private check in and check out- we arrived with over 85 other pax and had to fight to find someone to check us in. They tried to herd us in line with the others and were trying to dismiss private check in and say it didn't exist * Private adults only pool and beach area- dozens of children were occupying this area and when I went to Sunwing on site to inquire, I was told by Deyanira that since it was Christmas, adults only was not in effect and there was nothing she could do. *VIP lounge with WIFI and butler service- never met a butler, and the lounge was full of children * Welcome bottle- never got one until friends checked in on Dec 26 and I saw theirs * In room safe- because check in took so long and it was late, they told us that they couldn't provide a safe key. I was told to go to the main lobby and see if they had one. Yet another line up to get an amenity we paid for. * Adult Hotel Room- there was no capacity in the adults section for a room, given a room in another part of resort. Condensation dripped from the ceiling to the bed, toilet stopped and TV stopped. Unacceptable. *concierge booking all dinner reservations- constant screw ups which resulted in missing dinner reservations and more lining up OTHER ISSUES because of Sunwing -upon arrival, disorganized staff put us on the wrong bus, then took us to the wrong lobby, then played dumb about private check in -onsite SW reps Deyanira and Aneudy are of no help and specialize in passing the buck. How can you put your Canadian clients at the mercy of staff that are ill mannered and not well trained? And yet advertise worry free vacations? -return flights on Jan 1- Four flights leaving simultaneously on SunWing from the resort. Mass disorganization from reps starting from the hotel, straight through to the airport. -Return flight was at 3:55pm, it took from 1pm to 3:45pm to check in, then we were told to run to catch the plane (by a SW employee), then upon reaching G6, were admonished by another Sunwing employee when we tried to get on the shuttle to the aircraft. NOT ONE person had informed us the flight was DELAYED. We finally flew out at 7PM. Nothing was updated on Sunwing's website, and as a result this also wreaked havoc with our Toronto pickup. From start to finish Sunwing did not deliver what we paid for. read more

I don't think I will every travel with Sunwing vacations again! Be aware, they charge you for everything, even sitting with your family. If you book direct flights (Which cost more), they may not be direct, they just add stops as they please! I understand that flight times may change, but if I pay more for a direct flight, I should get a direct flight! When they went and changed travel plans on us, I spent 2 days getting the runaround to find out that I have to E-mail them and wait. Their response (Which can take 5-10 days) was just a canned message about how they don't give a crap, it's in their terms that your travel may change, and they don't care and wont do anything. I am still optimistic that our trip will be good as we haven't even left yet, I just don't feel like this travel company cares at all about their customers and makes changes to save a quick buck at the expense of their customers satisfaction. Never again Sunwing will I use your services, I have heard of this happening to multiple people and I wont stand to be treated this way. read more

Don't fly with Sunwing They are currently combining flights to save money and adding stop overs to direct flights and changing seat selections. Not cool. Changes our flight time hours later to blend it in with another half empty plane to stop over in another island so we lost our first day. Prebooked our seats but when they combined the flights they switched seats because of double booking seat selections and lots of angry passengers did not get to sit beside family. Awful way to start a vacation and great way to loose even more business. Food was disgusting and water costs $3. read more

Just flew Sunwing - first time - just from Toronto to Florida. If you have other options - i would recommend considering those as more viable. The real problem, to me, is that there is no online check in ahead of the flight - which resulted in enormous check-in waits for both the trip down and the trip home. I spent as much time checking in as i did on the flight (three hour flights). In both cases, there seemed to be issues at the counter getting us seats on the plane, getting our baggage checked (we were given other tags, duplicate boarding passes were printed which resulted in confusion, and the delay in check in actually required someone to escort us through security to make our plane). This just led to everything being worse than it actually needed to be. You can pay to *upgrade* your seats, but on these flights, it didn't seem to make any sense as everyone was jammed in and due to of some ticketing issues, people were moved around to keep with their kids or what have you (so some elites lost their seats). You can also do seat selection online for a mere $20 a ahead of time (i think thats just crappy upsell personally that resulted in the aforementioned bungles). Really, the service just needs to be modernized so that less time is wasted checking in and getting a boarding pass and more time is actually spent getting to the destination. read more

Despite cheaper prices, you also receive unsatisfactory service. One of the flight attendants on our flight to Mexico was quite rude. I had asked for a cup of water and she let out an annoyed grunt, which really ruined my flight experience for me because she seemed so inconvenienced at having to get me the cup of water. Usually I would not care but it left a very bad taste in my mouth. read more

We have a trip planned to Riviera maya this coming Monday and just heard the news of hurricane katia approaching the gulf of mexico this weekend.I would not like to risk my life and visit mexico at this time.I am hoping sunwing to refund me my money and cooperate in this matter..I hope they don't expect me to wait for 2 days and see how far katia gets and then decide whether to travel or not because its not a manmade hurricane that anyone can predict its path,its natural and very much unpreductable...I am waiting for sunwing to get back to me on this.. read more

Can not trust sunwing site reviews. We just go tack from a trip book through sunwing vacation which they rated 4 stars at the time. It was terribl. It should of been 1 star. I looked it up on TripAdvisor and it's rated less than 3 stars, with most resent review giving it one star. It's as one reviewer said, Sunwing should not even offer this hotel. I went to put a review on sunwing site n could not find a way in doing it. By the way the resort was Bella Costa all inclusive resort in cuba. Always check with TripAdvisor before making reservations read more

We encountered a personal issue with a passport renewal and realized we needed to cancel the trip, and Lily (ext. 8221) was the best! She helped us edit the legal name for one of our passengers, cancel our trip, reimburse half of it in credit and the other half in vouchers that can be used in a year or extended beyond that...all through the loveliest and most efficient conversation. This entire customer service experience with Sunwing was amazing. We were disappointed with our own trip at first, but we're definitely excited to book with Sunwing again! read more

I flew to Bavaro Princess resort with Sungwing for my wedding. The last day at the resort we were supposed to leave the resort at 8:20 a.m. but unfortunately there is a large flight delay. I am not sure the exact reason for the delay but I heard its because Sungwing doesn't have enough pilots and they cannot fly out at this time because of some previous delays earlier this week. We have spent a combined $60,000 + with our group on this vacation. The resort we're staying at has 300 + rooms. There are undefinitely vacant rooms throughout the complex. Since 8:00 a.m. our entire group including 1.5 year old babies and 80 year old grandparents have been stuck in the heat without a room to use. Neither Sunwing and their partner Bavaro Princess has stepped up to accomodate their customers. I will not recommend Sungwing our Bavaro Princess for a destination wedding as they will not accomodate you if any issues arrise. Airport delays happen and its not surprising. The surprise is the lack of communication, sympathy, and accomodation that Sungwing and Bavaro Princess have displayed while the delays occured. Our entire group is going to post their experiences as a warning to those thinking about using Sungwing. When I was at the resort I spoke to a gentlemen who took a vacation with Sungwing and Baravaro Princess with his dying mother. His mother was dying from cancer. Sungwing kept his mother and her family in the Toronto airport for 30 hours without accomodating them hotel rooms. His mother wanted to spend one last vacation with her family and chose the airline and resort and felt horrible for the delays they all had to suffer through becaue of her choice. As I have told the Sungwing representative Ricky, the manager at Bavaro Princess, the wedding coordinator; our group sharing their experiences will cost Sungwing and the hotel far more money than the low cost of accomodating our stay during the understandable flight delays. So far its taken 7 hours for us to get any information about how they will be accomodating us. The representative Ricky was supposed to meet me at 2:00 to give me more information but his collague told me he left and wont be back until 3:00. If Sungwing fixes this situation and we do not have an experience similar to our friends 30 hour delay without accomodation I will be removing this review. I just hope if Sungwing books us a new hotel this evening its a five star resort and not a 3 star resort. Shame on these two business partners for penny pinching all day today. Hopefully they can turn it around. read more

My experience with Sunwing was very good. My wife and l booked a return trip from Toronto to Fort Lauderdale in April. I had to call the Toronto office to change our dates and spoke to agent Jaz who was extremely patient, polite, and helpful. She made a few good suggestions to help us resolve our problems and took the necessary steps including prompt return calls to make the adjustments for us. We were very impressed with her very cordial service, pleasant attitude, and readiness to help. Our flight to FLL was on time and quite pleasant. However, the flight back from FLL had few hiccups. Too many passengers had oversized carry on luggages As such, overhead cabins were full and passenger on seat 8F had to put her duffle sports bag on her lap all the way. An air hostess chided some passengers that their luggages were too big for carry on. Really? So why were they allowed and not stopped before boarding. We both only had one very small soft bag, and still had to scuffle for space on overhead cabins. By being lax on this, SunWing is not conforming to standards and not being fair to customers who follow the rules. Other than that, we were quite pleased with SunWing and will probably travel using this airline again. read more

Flight delayed 4 hours. No email to let me know. Wow sunwing. Had to wait at the airport for over 6 hours. ..this is in Toronto not some far off land . Apparently they don't email notifications for delay in departures. .. 18th century customer service.! When I voiced my displeasure with Dave apparently the person in charge I got smart talk and when I turned away he mumbled under his breath "have a nice day " I turned around and asked what he said and immediately shut up. No apologies. In case anyone from sunwing is looking. .this took place Thursday March 16 2017 at 2pm ...somehow I doubt it. ...first and last time for Sunwing read more

Invoice #210021384 March 27 my life changed forever, my grandmother passed away in Thunder Bay. Her funeral was planned for April 4 2018. I called my travel agent and explained the circumstances which then she explained she would see what she could do...yes this one time I didn't purchase travel insurance. Nobody was sick. I thought i was a good idea at the time. Lesson learned. I told her to see if we could postpone or if I could pay a difference and someone else take my place. No they couldn't do that only if it was 21 days before, 21 days before how can you predict a death. Well you can't! Make matters worse my travel then calls me to ask if I'm for sure cancelling, which I explain yes I need to be at the funeral. So me cancelling allows them to put my seat up for sale...so their making extra but couldn't do anything for me. Never once did I ask back for full amount but something outta compassion. Funny thing is I had a $75 voucher from them back in October because they decided to put my friend and I in the same room but we didn't book like that. We went to this resort because they didn't have a single supplement rate. How can you change what someone has purshased. Thanks for the $75! I just want people to know what type of company this is. In no way there was compassion. I loved travelling with you guys up until my trip in October and yes I thought maybe this time will be different. Boy I was wrong. I am in the service industry and I will be letting everyone I come in contact with not to fly with your company. Shame on you! Sincerely one pissed off customer! Melissa TROTTIER read more

This is the worst travel company. We book a vacation with them this year and two weeks later I found out I was pregnant. I called then to try to arrange something (because of the Zika virus) and they refused any kind of arrangements. We lost our full 2000$. We will never travel with them again even if the price is cheaper! read more

Travelled with Sunwing February 24, 2020 to Oceans H10 Coral Springs resort. Sunwing upgraded us to privilege due to the lazy river attraction not open at the resort. However there was lots of issues with this resort, so many that it should have never opened. To start it off, it takes at least and 90mins to get any kind of refreshment from the crew, shows provided are outdated and to top it off Sunwing plays the same shows each way of travel, then there was two hours of nothing playing. It is very easy to please guests with good current movies or current shows. The upgrade for the resort to privilege gave us absolutely no benefit, nothing didn't meet our butler until our last evening of seven days. The butler had all kinds of excuses. The resort itself is cheaply constructed, no pride in craftsmanship, many water issues, the major was when it rained and the landscaping dirt drained into the pool. Therefore three days of no pool and nothing else to do at this resort. Many people requesting to change resorts, requesting for any compensation but not a thing was given by the resort nor Sunwing other than they offered us 25 min massage only if you signed a waiver not to provide a bad review on any social media, A bribe to keep us quiet. Sunwing and Oceans could have easily pleased people by getting a free bus ride to the nearest market, simply costumer consideration. I realizing Oceans H10 Coral Springs is a newer resort and still building however it's not Oceans first property. We attended the Oceans club vacation (time share presentation) being promised a gift for us and my brother. After the presentation only one gift was provided and all kind of excuses as to why. Note, get gift in front of you before you waste two ours of your time. No one wants to work too hard. Everyone takes your room number but we never heard from anyone. read more

Too bad didn't read reviews before booking with crapwing. Booked all inclusive to puntacana six days before flight was told flight cancelled from Toronto to vancouver, options were book another holiday or get full refund. Like most people have to submit my holiday plans months in advance at work can't just change at last minute, so had to take refund, so holiday down the swanny. No apology no sorry nothing. If we had cancelled we would have lost our $4000, they do it, costs them nothing. Their employee told me the plane to vancouver was only half full so they simply cancelled it ,too bad. They could have put us on another scheduled flight but that would have cost them money way cheaper and easier to flip the customer the bird. It's time the Canadian government forces these third rate airlines to have accountability like in europe where for pulling something like this they have to compensate you between 300 to 600 euros ,This forces crap airlines like this to behave in an honorable fashion. Had to laugh sunwings response to negative reviews was that they ran a world class airline, i,m still laughing and I read that two days ago lol. Don't fly with these clowns, their company logo is a middle finger sticking in the air read more

This was our first vacation with Sunwing and probably our last. The company seemed extremely unethical and very unprofessional We booked a trip to Grand Princess Sunset in Mayan Riviera. The property was beautiful but the rest of it was absolutely terrible. For a 5 star property and the 5 star prices we paid, the service and quality we received back was AT BEST 3 star. So here are the events that unfolded: 1. We paid for a Deluxe Swim out and they checked us into a Junior Suite. 2. Raccoon poop'd in our swim-out and they just mixed it up in the pool water. Never used the swim-out again after that. It was a complete waste of time paying for it. It took them 2 days to send someone to clean the shit off our steps to the pool. And when they finally cleaned it, which wasn't someone they sent, I had to hail to the pool guy to clean it and then he just mixed it all up into the pool water. Sooooo that happened. 3. The sink and the bathtub was broken and needed to request someone to repair it. 4. They won't give you a spot in the a la Carte restaurants without a reservation even though the restaurants sit empty. To get reservations, you cannot phone the service desk. They make you walk to the lobby and wait for 1 person who handles all the reservations for the entire resort. So you're basically sat waiting and wasting time to make a reservation for dinner. Which by the way if you go at 2pm to make, doesn't guaratee you a table even though the restaurants are empty. 5. The a la Carte is not very good, sub par quality. THEY DONT HAVE ROOM SERVICE.... What hotel doesnt have room service???? Especially one claiming to be a 5 star resort!! LOL. You only get room service if you got the MOST expensive package they have at their Platinum wing. 6. Staff weren't that friendly at the bar, but still expected tips. They were very aggressive about wanting tips as well. 7. Alex was our Sunwing rep, he's pretty sly so watch out for him. He'll take your money easily but if you request a refund on any of the tours, good luck, its a literal fight. 8. Nexus tours are provided at the resort by Sunwing. We spent about $1,000 on tours and were completely disappointed. They lied and oversold the tours. We took a Jeep tour and paid extra for the private Jeep. They made us change our Jeep 4 x and it broke down as well. It was just the worst tour ever and for all the inconvenience they wouldn't even offer us the extra we paid back as a refund. They don't really care about providing you good service, its more about taking money of your hand and as long as they have your money, they don't care after that. Again, tipping is super aggressive. Will probably never fly Sunwing again and would recommend other travellers to book at a different resort. If you're looking for Quality then this isnt the place for you. read more

Never again. I was hesitant to book a Sunwing vacation because of all of the horrible reviews I had read, but reluctantly went ahead because this is what the couple we were traveling with had already booked. I will preface this review with the fact that I have travelled extensively, throughout North, Central, and South America, SE Asia, Europe and Australia. I have travelled to many Spanish speaking countries, so I feel that I am not uneducated and unable to communicate when I travel. We vacationed in Havana (3 nights) + Varadero (4 nights) January 3-10, 2019. Memories Miramar Habana, + Grand Memories in Varadero. Our airport transfer to the hotel in Havana was approx 2.5 hours, which was expected due to hotel drop-off of the other passengers. The hotel in Havana: dated + tired looking, breakfast buffet was standard, nothing special. We had lunch at "The Patio" restaurant one day (which is not actually a patio) we were told it was the best restaurant in the hotel. The food quality was awful and it cost $35 CUC. The staff at this hotel were very good, friendly, helpful when our room safe was not functioning. Havana was amazing, had wonderful dining experiences + good quality food, which just highlighted the terrible dining experience at the hotel. We then had a hotel transfer booked through Sunwing to take us to the hotel in Varadero. We were ready and waiting at 1pm for the bus to come, which was about 20 minutes late. We then spent 5 HOURS on the bus picking up various hotel guests (we spent 30 minutes parked outside one hotel waiting for people to get on who never did) and made several stops for bathroom breaks as well as a roadside restaurant to have food and drinks (not necessary on a hotel transfer). We had planned for the 2.5 hour bus ride, not 5 hours of nonsense. Had we known this bus ride would continue all day, we would've taken a cab for $80 CUC between 4 people. Grand Memories Varadero: what a DUMP. We joked that this is the resort that 18 year old college kids book who cannot afford any better. We were blown away at the conditions of the rooms. At check-in, we were not met by friendly staff, we were in a massive line up and it was quite apparent these staff were not enjoying their jobs, there was no mention of welcoming us to the resort, or receiving any kind of package with information about the local area (which we DID receive at our Havana hotel). There was no contact name for the Sunwing rep or what times they'd be available. Our room had 2 double beds + a random cot. There was no space to set up chairs to have a drink at the table. The room was dated, and the patio door had a slot that allowed mosquitos to fly in and bite us through the night. We had a view of the adjacent resort and a parking lot. We checked into our room, had no electricity. We called the front desk, who hung up on us twice, before I finally got through. They told us to come to the front desk, instead of sending a maintenance person. I had to resort to using Google Translate on my phone because the staff could not understand the situation. After waiting over an hour, a maintenance person came to the room. It turned out there was a problem with the breaker. We were in room 20320. Our friends were in room 20220, and had no towels (bath or pool). The maintenance person left, and we went for dinner. When we returned to our room, we realized the air conditioning was not on, so turned it on and the breaker switch went off again. We again called the front desk, I was transferred + put on hold 5 TIMES. No one ended up coming. We decided to forget about it for the night due to a long, frustrating day and go to bed. The next day, I went to speak to the Sunwing rep, who is only there 1330-1630. I explained the 5 hr bus ride, said I wanted compensation for a lost day of our vacation-we were offered a late check out on our last day in return. Only one room was allowed the late checkout, though we had 2 rooms. I then explained the electrical issues and lack of AC. The Sunwing rep was argumentative and disagreed that the room was substandard. He said someone would be coming today and potentially even "right now while we are talking" to fix the AC. Well, that never happened. I wanted to be upgraded to new rooms that day and he absolutely refused to make that arrangement. We were to be upgraded to a "nicer, renovated room" the next day. The Sunwing rep introduced me to the head of reception and assured me he would take care of us. We were told to show up to reception @ 10 the following day to move rooms. When I showed up, the staff said to come back at 4pm. I refused, demanded it happen now, eventually we were provided with new rooms-which happened to be identical, but with functioning AC and electrical. On our last day the attempted not to honour the late checkout + charge $11 CUC/hr. After 30 mins they understood that it had been prearranged. Only book Sunwing if it's all you can afford. Wish I could give 1/2 a star rating. read more

I was supposed to go to Cuba in 2017, but unfortunately, hurricane Irma had other ideas and we had to use our cancellation insurance. This is when the nonsense began. Sunwing refused to refund our trip and used their "discretion" to issue us a credit. Fine. A year later, we were told our voucher was expiring. Umm, what? I don't think so. More hassles to get the voucher extended an extra month. We decided to just book our vacation to get our money back. When I called to apply the voucher for $1720, I was told their procedure was that I pay the full amount of the vacation and then I would be reimbursed within 3 weeks. Ummm, what? That is just ridiculous. However, I had no choice. I had to either put it on my credit card or lose the money altogether. I'm not working right now, so I have limited means to pay this money off. Flash forward one month. I've been on my vacation and back for four days. Still no money and I've had to pay the amount on credit card or risk paying interest on charges that NEVER should have been on my credit card in the first place. I call Sunwing and ask what is going on. I'm then told that they can take up to 6 weeks to reimburse the money they never should have taken from my credit card. Are you seriously joking? Sunwing's cancellation insurance is complete nonsense. We had to pay $50 each to be robbed and treated like garbage. This is terrible company. When I called company to file a complaint, I was put through to a booking agent, who couldn't do anything for me and couldn't refer me to anyone who can. I have to just keep waiting and hope that one day they give me my money back. I have booked with Sunwing before and this is not the first set of issues I've had, but it will be the last. This is a bottom of the barrel company and I would not recommend ever using them. read more

My friend has been stuck in a Sunwing plane on the tarmac at Pearson Airport in Toronto for over 12 hours now. They have only been given a granola bar, some tiny corn snack and two glasses of water in the entire 12 hours. The flight crew stopped serving them over three hours ago due to work hour restrictions . The de-icing crew abandoned them over an hour ago, and when they got a gate assignment for take-off, they were informed that the brakes were frozen and maintenance staff were being requested. All the while however, the 180 passengers on this plane have been watching WestJet and Air Canada planes taking off. I called the company's customer service line and the only assistance they could give was to recommend that she email the general delivery customer service inbox, detailing her "concerns or dissatisfaction." Daryl McWilliams - VP of Sales and Marketing for Sunwing Vacations has been interviewed by local media and is denying nearly all details of this ridiculous mess. She attempted to request information & support VIA Sunwing's Facebook page, and her inquiries & comments were subsequently deleted & she was blocked from their page. Steer WAY clear of Sunwing Airlines & Sunwing Vacations, unless this is how you wish to be treated. read more

As newlyweds we booked our honeymoon trip to Riu Palace Aruba with Sunwing Vacations. Due to our horrible experience and the lack of responsiveness from Sunwing we will never book a vacation with this company again. While bad experiences can happen and we understand that companies cannot always guarantee a positive outcome, one can at least expect that the company takes ownership and attempts to make it right to their customers. Especially when you thought you booked a qualitative vacation package and spent lots of dollars. The way Sunwing Vacations handled our complaint was a true indicator of how little they value their customers. A good company is one that retains the customers and not one that takes their money and then turns their back to the customers. This is what Sunwing does and therefore, I caution everyone who is thinking of booking with Sunwing Vacations to consider other options! Their vacation packages are not exactly what they advertise them to be. This is a company that does not deliver on what their MISSION and VISION claim to achieve. It is a total misrepresentation and false advertising! SUNWING'S MISSION: We believe in delivering Canadians exceptional vacation experiences and being with them every step of the way to make sure each trip we book for our customers is one that will be savored for years to come. SUNWING'S REALITY: This is definitely one thing that was not achieved with what is supposed to be a once in a lifetime trip for my wife and I. Unfortunately, our honeymoon delivered an antagonizing and unexceptional vacation (honeymoon) experience which left us alone in battling a "make it right" fight and made sure that the trip we booked was one that needs to be deleted from our memories. In our case, Sunwing's purpose, goal and values have absolutely failed. SUNWING'S SLOGAN: Experience the difference! It absolutely made us experience the difference from other companies we have been booking vacation packages before, except that this one was a negative one. Therefore, their slogan should be along the lines: Experience the horrific experience! read more

No consumer protection whatsoever, delays after delays and they are always linked to resorts that have customers coming back sick or resorts that are unclean. That in itself says a lot about this airline. read more

Hi, In speaking to someone last month, it is believed that a similiar type of incident I have written below has happened in 2012. Our vacation was purchased using Red Tag for Sunwing Airline on Oct. 30, 2013 departing from Toronto Pearson on February 1, 2014 to Freeport Bahamas staying at the Memories Grand Bahama Freeport for 7 days. Afterward, I noted the hotel was scheduled to open on January 18, 2014. I emailed the Memories Grand Bahama Freeport several times and since I was not able to get a response, I contacted Red Tag to make prior arrangements for our daughter's birthday on Feb. 2, 2014. I was advised by Kerry at Redtag, by email, the information was given to Sunwing. We were notified of our options on February 28, 2014 to get a refund, re-book at current rate or stay at another hotel. We opted to take the refund option. This cancellation caused us to incur extra costs in order for us to go on another vacation in high season. In January 2014, we noticed that Sunwing did not allow any bookings for this hotel until March 1, 2014. Therefore, it is believed that Sunwing had prior knowledge and did not give us options until Jan. 28, 2014, only a 4 day notice prior to our depart date. Several attempts to get information from Sunwing about the hotel being open for Feb. 1, 2014 and was assured that on Jan 27, 2014, the hotel was going to be open in time for our arrival and "may get an upgrade and or perks". We asked 3 times the same question on the phone on January 27, 2014, is the hotel going to be open for Feb 1st, 2014? We got the same answer, yes, three times. The next day we were offered the 3 above noted options. An Article in Freeport News states: " it appears Sunwing was booking some vacation packages at the memories resort and knew or should have known at the time of booking that the commitments could not be kept due to the state of construction. What make their conduct even more egregious is that they have an ownership interest in the resort, which makes it next to impossible for them to hold out or represent their conduct as an innocent mistake, or negligence. Therefore, it appears their conduction was intentional. In Canada, this type of action is referred to as "FRAUD" and known "as obtaining property by means of a false pretence". S.362 of our Canadian criminal code defines the offence. Canadian authorities may have good reason to investigate some of Sunwing business activities as it pertains to taking money for vacation packages that the company has known from the outset can't be delivered. On Janaury 27, 2014 we were promised that the memories hotel is going to be open for our arrival on Feb. 1, 2014. On Jan. 28, 2014, we were advised of our options, one of which we can cancel with a full refund as the hotel was not going to be open. Were we misinformed intentionally? Is there a conflict of interest since Sunwing Airlines has an invested interest with the hotel?" Too bad I had to give them a one star! read more

I travel for leisure rather frequently (4-5 times a year) however this is my first time traveling with Sunwing/Vacation Express and it will certainly be my last because this has been the worst vacation ever!!!! I and the 189 other people on this trip have dubbed it "the vacation from hell" and have agreed that we will NEVER book a trip through this company again I arrived at the airport for my 9:15 flight only to find out that email had been sent in the middle the night delaying our flight until 2pm. Another email was sent shortly after that delaying our flight to 5:30 PM. At this point we became upset because we should have arrived in our destination by noon and we were now missing a day of vacation. During check-in we learned that our flight has been delayed once more to 6:20pm. Upon realizing that every restaurant and activity at the resort would now be closed at our arrival we became even more upset. We headed upstairs to wait for the elusive flight and called the tour company once again since previously we were told that there had to be more than eight hours of delay before they would do anything. While talking to the representative we learned that our flight has been delayed for a FIFTH time and would now leave at 8pm. When the plane finally arrived a plane full of disgruntled passengers filed by us telling us good luck and that it was the worst vacation they ever took (They were coming back a day and a half late). We boarded and cheered as we finally left Philadelphia only to arrive in Freeport, preparing to land before being told that the airport was closed and since no one was in the tower we could not land. I find it very HIGHLY unlikely that the pilot and crew had no idea that this airport was closed until they arrived. What happened during in-flight communications? When we ask the crew these questions they were dismissed abruptly and we were told that they had no idea what was going on which was clearly a lie. Instead, they took us to Nassau where they mysteriously had over 100 hotel rooms ready and waiting for us (further proof that they knew in advance that we weren't landing at Freeport) and after staying there for the night we had to return to the airport once more check in and fly back to Freeport again thereby wasting most of the second day of our vacation as we finally checked into our hotel around 3 PM. We were given vouchers towards future trips for our troubles, however none of us ever plan to take a future trip with this company so instead we were told we could use 65% of the vouchers value to book an excursion through Nexus Tours (another affiliate). When we tried to book these excursions we were told that we could only use one of the vouchers. After demanding to speak to a supervisor we eventually were allowed to use both of them. We booked an ATV excursion which we weren't able to complete since more than half of the ATVs broke down about 20 minutes into our three hour excursion. since there weren't even enough ATVs for everyone to double up and ride back they left some of our group standing on the trail in nearly 100 degree weather while they returned to get another vehicle to pick them up in. They took us back to our hotel and told us that we would get our vouchers back and should book another excursion. My travel partner and I decided to put our two $50 vouchers together to get a JetSki excursion for two that cost $90. We were told once again that we cannot combine the vouchers at which point I became livid because the only reason why we were trying to do this is because our first excursion turned out horribly! We had to demand to speak to a supervisor again before we could use them. We hoped for an uneventful return flight, but I knew something was wrong when they took us to the terminal marked DOMESTIC AND NON-US DEPARTURES as we were leaving (upon arrival our shuttle bus driver had pointed out this terminal and told us that we would never have to use it.) We were told that since we were leaving so late in the evening we had to use this terminal instead. Upon arriving at the Philadelphia airport we actually cheered because we were so happy to be back home after this horrible trip. As we started to deplane we were told to take our seats again because there had been another issue. We were supposed to have cleared customs in the Bahamas but didn't since we left out of the non-US terminal and there were no US customs agents there. Customs in Philadelphia had already closed for the night and we couldn't leave until we were cleared. We had to wait almost an hour before finally ending the worst vacation ever. SUNWING (and its affiliates) SUCK!!! read more

There were many separate issues with the three rooms that we had booked including an infestation of ants that was discussed with our "butler" (whom I put in quotations because she will be discussed later) which nothing was done about. The butler wasn't to be seen the rest of the day or the next. All three showers were moldy and the walls of the bathrooms were covered in toothpaste and whatever else the previous tenants had left for who knows how long which was especially disappointing considering that was where four of the six of us spent most of our time with food poisoning. They don't stock the fridge with alcohol; instead they have bottles of the wall. The scotch poured black and the vodka grey with particulate matter in the glass. This was also discussed and never rectified. None of the rooms were cleaned in the morning so I called the front desk. The other rooms were cleaned but not mine. I found a cleaning lady and asked if she would, she did. At breakfast were asked to fill out a survey. The questions varied from quality of food, service, grounds, pools and entertainment. All the water features were dilapidated and not in operation, full of algae sludge and garbage. The main pool was closed and was the only one that had a swim up bar which was advertised but it was also closed and still bared Christmas decorations. The pools that were open contained copious amounts of algae, hair, sand and whatever else has been dumped into them by patrons. The eggs that were served to one of us that morning resembled that of a hockey puck because they were burnt beyond recognition and one of the people we sat with had a dead fly in her soup. She was never offered something in place of it; they just shrugged it off and took the bowl away. There was litter scattered all over the grounds, the gardens were unkempt and all of this was reflected on the survey. We decided to go to the buffet because the food that was served to us was inedible, even for Cuban standards. I wish I could find words to describe how atrocious and unsanitary the food was at the buffet. Every al acart we went to we were told no or sorry to the items that were listed on the menus with no explanation. We were even told that we could not sit together in an empty restaurant even though we had made reservations four days prior. Four of six of us ended up with food poisoning and I am currently still sick wrighting this on a Tuesday afternoon because I am still not healthy enough to go back to work and I was home Saturday. The next morning my wife had gone back to room for something and was cornered by the "butler" in the hallway who in a very aggressive tone asked if it was her that filled out survey. She responded yes and was then bombarded with harassment banter from the butler. "You know my name! It's Malitza! You know my name! Why did you say you don't know me? If you have a problem you tell me! Now is everything good"? My wife is a little more timid than I am so all she responded was "yes" which Malitza's response was "ya good for you"! Then she walked away leaving my wife stunned standing in the hallway. So the manager had obviously received the surveys and instead of speaking with us trying to make things right, they just blasted the staff which set the tone for the terrible service we received for the rest of our vacation. We tried to find a Sunwing representative but there wasn't one at the resort. We decided not to pursue this issue with the manager because they obviously don't do anything to make things right and aggravating the people that have access to our food and our rooms didn't seem wise to us. We were ready to leave on Tuesday but tried to make the best of it for sake of our friends. The room service was more of the same "sorry" or "no" regardless of what was listed on menu until the same girl with the fly in her soup received a ham sandwich with a fingernail sized shard of glass in it and demanded french fries. These are only some of the issues we had amongst the moldy patio furniture cigar and cigarette butts on the pool deck, dirty dishes that would sit around the grounds for days, broken and unsafe walkways ect. Sunwing even failed us at the airport when we were asked if wanted to opt for "elite plus" at $25 a person which we agreed. This service was supposed to include priority boarding, priority baggage pickup and more leg room. We didn't receive any of these services considering they didn't put the elite tags on half our bags. The extra leg room was us sitting in the emergencyexit row which no other airline on the planet charges for. Even the park and fly coupon didn't work when we picked up our car and that cost us twice as much as it should have. Attached are pictures of just some of the things we've endured. This was the vacation from hell! None of us could wait until it was over and we were home. And it still isn't over for me as I head back to the bathroom! This is pathetic! read more

Worst after service ever. Inflight sucks. Requested a vegetarian meal and was told in an angry manner that we never ordered the meal and it is the fault of our travel agent or me. I showed her our e-ticket that said vegetarian meal. She still didn't believe me. At the airport in Cancun our checked in luggage was open and items taken. When I contacted and spoke to an associate, Carly 1-877-877-1755 ex. 3178 about my flight experience and the theft at the departure airport she was very apologetic and told me that she would expedite the case. That was in March. Called her back several times but her mail box is full forever and then transferred the call to the automated operator that asked me to leave a message. Will never use Sunwing again. read more

I WILL NOT RECOMMEND SUNWING AIRLINES. I'm writing this message on behalf of my sister. Yen Mai who is living in Canada. Edmonton, Alberta. She is a new mother of one and another one on the way. She recently booked a vacation through SUNWING AIRLINES, about two weeks ago. January 14/2016. After booking our flight, just now that we heard the shocking global news about the mosquito virus call Zikas in Dominican, as part of the infected country on the list at the moment. Had already infect many pregnant women and their unborn child after returning from their trip. Had my sister did not know about this recent news when she booked for our last minute vacation, so she did not pay for the cancellation fees..because why would we pay extra for cancellation fees If we are going this February 15 2016. Which is in less than 2 weeks???. Anyhow she tried to call SUNWING and ask them to postpone our trip till it's safe to go, or change our destination, if none of the above she is willing to pay for some of the cancellation penalty. After talking to them several times, they did not want to take into inconsideration to help. They did not care for her well being with her unborn child, but to charge her 100% penalty, she goes or not is her choice. As for all the other airlines such as American Airlines with many other airlines on the news had mentioned, they let their travelers postponed their flights. Sadly not with SUNWING company. We are now force to throw away almost $4000. This is our first time booking with them and it will be our last. If you CARE PLEASE SHARE this to warn other travelers who might consider traveling with this company. As you do not want anyone who might want to take their risk, just because of this large amount of money. Throwing away a two whole vacation is not something that anyone can afford, I FIND THIS IS VERY RIDICULOUS AND INHUMANE! They did not care about people's lives but their money. I will report this to the news reporter till I get this straight. read more

I want give them a 0 star I booked a trip to Montego Bay 2 weeks ago gave them a deposit cause my wife found a great price we we gave them 1000 dollars today they message and say there was a glitch in the system you have to pay 800 dollars more. I've never experienced buying anything and than saying that you have to pay more after you put a deposit in that they have already taken out of my account do not book with this Mickey Mouse airline read more

This is the worst vacation airline ever.Ive travelled to many places with many airlines and the 4 times ive traveled with sunwing there has been issues.The company are advertising some of their resorts as 4 stars and when you get there it garbage on couple occasions I had to pay hundreds of dollars more to change hotel once I got there.They are willing to take your money but when there's an issue there's no one to solve them.The checking staff at the Toronto airport are on contract with a third party company so sunwing doesn't have to take accountability for anything.this is horrible. read more

We recently stayed at Sunwing Resorts "resort" in Punta Cana called Memories Splash. BAD MEMORIES is what we got. From day #1, our room would not lock, we could only get one towel, we got food poisoning on the seafood, our credit card was overcharged and then they wanted to offer a 50% refund of the overcharge. The service was extremely rude, we were told to "get your own" when we requested water. We talked and talked and talked with hotel management, vacation express and sunwing vacations. You are all affiliated and you all point the finger elsewhere. We spent over $7,000 on three rooms. STEPHEN HUNTER needs to be made aware of how his company treats their paying guests. If you are American and stay at this resort; you will be treated terribly. We asked for ping pong paddles, we were told NO. We were yelled at to get out of the pool. We were ignored trying to get a beverage at the water park. The server actually walked over and waited on the staff member that wanted a water himself before the 18 people who had been waiting for him to return from break. I have plenty of photos of these employees, sitting on their phones when there was a line of paying guests waiting. read more

This has been one of the worst vacations ever thanks to sunwing vacations. I am now waiting 3 days into my vacation to Jamaica with no answers for my suitcase that they lost. I was forced to by clothes from the resort & was told they have no immediate funds to reimburse me. At this point I don't want anything from this company, but I do strongly suggest that anyone that is looking for vacation packages not to use sunwing. And if you pack most stuff in your carry on & have travel insurance. Buyer beware please read more

Where to start? We were so excited for our trip to Mexico that we shrugged our shoulders when our departing flight was an hour late and we were squeezed like sardines on to the smallest plane ever where my boyfriend had to sit with his legs open the entire time due to absolutely no leg room, and I couldn't even get up to pee. Our first morning orientation with our assigned Sunwing rep was lovely. She was charming, energized and all too eager to sell us trip packages. After the meeting she took her card back with her contact number on it, and we never heard from her again, instead, were passed on to a bunch of indifferent morons who couldn't care less about us once our money was gobbled up for our planned day trip (a Tulum-Xel-Há combo that cost us $260). A long story short, we were abandoned in Tulum by our tour guide who started driving the bus away without us (but with all of our money and belongings!) despite that we were at the mentioned meeting place on time. We only managed to catch the leaving bus when my boyfriend jumped off of a moving tram, screaming and tearing up his feet somehow managing to catch up with it, and pounding on the side of the moving bus. We found out from other passengers later that they had seen us and were telling the guide and driver to stop, but they were just ignoring us as long as possible. Once we got on the bus injured, crying (me anyways) and out of breath, the tour guide had the nerve to blame it on us and say "Don't do that again!". Are you kidding me? We were a split second away from being stranded an hour away from our resort with no money, and nobody at Tulum willing to help us or even provide us with a telephone to contact our resort! After complaints to multiple Sunwing reps, a hand written waste of time letter, and a full day of waiting, they said they could do nothing for us. No money back, no credit towards another day trip. They told us that "maybe" we could have a free hat or tshirt!?!?!?!? Our flight home was 5 hours delayed (despite that it's only a 3.5 hour flight to Canada) which meant after check-out we had no room at the hotel for 8 hours until airport shuttle pick-up. Sunwing didn't let us know until the last possible second, any only via a cowardly, hand-written note with no contact info or trace of a Sunwing rep. After the hotel spent 20 minutes helping us track down someone who works for Sunwing, they said they would only comp us (with a room or anything) if the flight was delayed more that 24 hours!!! The flight home was freezing on top of the sardine squish, and we were miserable and disoriented upon return. Anyways, I'm leaving a lot out but let me just advise - stay at Barcelo, but pay a few hundred extra bucks and book your package with Westjet or a better company than Sunwing! read more

They do not value their customers whatsoever. I've been a long time customer, and I had my first negative experience this past year. Their customer service strung me along for months, then finally offered their "final" deal of a voucher for $150, only to find out months later it can't even be used unless I bought an entire vacation package. I would not buy another vacation package through them when they can't even adequately resolve a customer issue. Be careful, because if there are any issues with the hotel or flights, they will deflect blame and then offer useless vouchers in response. read more

I have not traveled with Sunwing yet, my trip is booked for September 2019, but unfortunately already disappointed and regretting my decision to vacation with them. My wife and I booked a trip to St. Maarten with our 7 month old son. We booked our trip and flight specifically with him in mind to ensure his first plane ride went as smoothly as possible. We had booked a direct flight which was originally 4 hours and 40 minutes, but were recently informed that the flight time has now changed along with an added stop-over in Montreal adding an additional 3 hours to our flight. A stop over with Sunwing is used to pick up additional passangers at another location, which means we are not to exit the plane, forcing us to sit in the plane for 8 hours. This was added to both our departure and return flight. I called Sunwing as soon as I received this notification, explaining that I cannot keep my 7 month old on a now 8 hour flight, also him now having to deal with the pressure of the airplane going up and down four times. I booked a specific flight to make flying with a baby as easy as possible and also save the other passengers from listening to a baby cry for an entire flight. Not only did every representative at Sungwing show no sympathy for my situation, they also offered no recommendations, alternative options or any kind of compensation for the change. They would not even offer me free seat selection to ensure my wife and I are seated together to take care of our child on this now 8 hour flight, you would think that would be the least they could do. So disgusted in the service and unreliability of Sunwing. Truly regret our decision to book with them, and will ensure we never make this mistake again. read more

My wife and I wanted a nice vacation together, our first without the kids in 22 years. We decided on Cuba for a nice time in the sun. We stupidly chose Sunwing because our travel agent suggested them based on price (they were $100 cheaper). The day of our trip arrived and there was a snow storm, not their fault, but they then decided the best way to treat us was to lie. An hour before the flight I asked if we would be getting out, I was assured we would be going that night (my wife's Birthday). Two hours after scheduled departure we were told the flight would be delayed, delayed not cancelled. An hour later we were told to get our bags and go back through security. We would be waiting until morning to depart. They escorted us through security and dropped us at baggage claim. Our bags eventually showed up an hour later, on a carousel different from that which they said they wound be on, and the stupid message continued saying the wrong carousel even after most people had recovered their bags because I told people which carousel to go to. We left baggage claim and headed for the ticket counter to see what could be done for us with regards to a ride home, or a hotel, or even food. The ticket counter was closed and nobody from Sunwing was in the airport. We spent the first night of our vacation on the floor in the terminal. Air Canada brought us snacks, blankets and water. The next morning passengers started asking what Sunwing would be doing as compensation for us, the response was a call for the police to stand and watch over our check-in. We later learned that the flights from that morning received several vouchers as compensation, taxi rides, meals, even cash off their vacations. Cuba was wonderful and we had mellowed some by the time to return came, then Sunwing struck again. Our flight out was delayed 3 hours, but only 3. I knew this was a lie immediately as the new time didn't give us time to get to the airport and board before the new take-off time. Sure enough, we arrived at the airport and there was no plane, we sat there for 4 more hours finally starting to board at 2am. My kids spent the night wondering if we had crashed as the airline still showed our arrival time at home as on time until we were 6 hours late. I will never fly Sunwing again, I will pay the $100 extra and go West Jet or Air Canada. AC is bad, but far above Sunwing. read more

We just returned from Mazatlan. On our return from the RIU hotel to the airport, 2 lines where formed, one for passengers to Kelowna/Edmonton, another to Vancouver. It was very chaotic. 2 old ladies lined up in the wrong line and were scolded by the sunwing representative TWICE. I asked him to be nice to the ladies, they are old and didn't do it on purpose. Now he went on attacking me and threatened me (won't take me on the bus and beat me up at the airport - seriously). I was scared for my life and shut up. Not a pleasant experience, No more sunwing for us. read more

January 15 - 22, 2017. Sunwing tours is very bad at admitting their own mistakes and oversights etc. I used an agent to book a family all inclusive vacation to Varadero, Cuba. The resort does not have to be named as they were the best of the best out of 7 trips to Cuba for me and my wife. Then I wanted to take my entire family there for my 70th birthday. I instructed my agent to ensure that all of us (19) would arrive the same day and check in as well and also depart on the same day. 6 were flying out of Vancouver, 1 out of Edmonton and 12 from Calgary. On the surface it all looked good until we actually got there. The Alberta contingent arrived a bit late but were checked into the resort at around 4 a.m. Then the B.C. portion arrived roughly and hour + later but when the tried to check in we were told they couldn't do so until around 2:30 p.m.which was 9 hours later. This was the first surprise. I learned that there's some kind of cut off rule at the resorts (probably negotiated) so that's the excuse that I got. This happened to me 2 years ago as well at Memories Varadero via Sunwing and believe me they always try to blame someone else. We finally met up with the Sunwing agent to discuss any tours the family would be interested in. I had pre-booked a private tour bus and guide for all of us to visit Havana on January 18 which included a tour of the cigar factory (adveristed as a full tour of the entire facility from beginning to end 6 floors in all.) When the agent was reviewing this, he informed me that the factory is always shut down from December till late January and there was no tour available on January 18. We managed to re-schedule for the first available date which thankfully was January 20 (Friday) considering we were only there for 1 week. This caused a small problem because one of my daughters and her family (4 in all) had already made plans for the Friday to go on a privately arranged tri-cities tour. The organization involved couldn't accomodate the change in date so they had to take a canned version of the tour through Nexus which is the Sunwing connection and more costly. When we took the Havana tour we soon found out that the tour of the cigar factory as advertised by Sunwing no longer included any other floors except the the 2nd which was where they do the cigar rolling. Everything else had been discontinued at least 2 years ago so the $40/CDN extra I paid for 19 people was a big waste. When I finally complained via my travel agent, Sunwing actually made it sound like we were happy with the change in plans for the tri-city tour. Quite the contrary, we had no other choice. They made me feel guilty about this and even suggested that some of my family had great time on the Jeep Safari tour which none of us had taken. The fact that they were not up to speed on the change in the cigar tour coverage, leaves me cold. What a horrible way to learn they should have known about this much sooner. Not only that but they advised me a few days ago that Nexus had issued a "STOP SELL" for the cigar tour since they finally figured out people were getting ripped off. All I asked for is a refund of $760.00 CDN out of the $25,000.00 + that I spent on this adventure, but I didn't even get a decent apology from them. I will avoid using Sunwing at all costs. I never did tell them that my private tour guide was assigned to us because the better guides were working with larger bus loads. The guy had a tough time speaking English as he had been hired because he was fluent in Italian. Shame on you Sunwing, you are very unprofessional and I'm sad that you don't care about your customers enough to have dealt with this matter. read more

Myself and 5 of my friends went for a ladies get away which we were all looking so forward to. We arrived Sunday Feb 19 to the dirtiest and moldiest rooms that I have ever seen. We had 3 rooms in total and the six of us had to sleep in 1 room for the night as we were told that the hotel was over booked and they had given our rooms away. We were told to come back Monday Morning. Needless to say we went back in the morning and 4 times in the afternoon and finally at 4:55 pm we got new rooms that were a little better but still couldn't keep the bedspread on beds as it was moldy. The beds aren't very comfortable no fitted sheets just a sheet and no mattress protector I slept with my beach towel on top of me for a blanket. The staff at the front desk really need to be educated in customer service as they were vey ignorant to us. The staff in the restaurant were very nice and friendly. We ran out of water for a few hours and the power went off in our room. Our balcony door did not lock so we would have to put a chair in between wall and door. After complaining to police and management it finally got fixed. Toilets didn't flush half the time in room and God help you if you went to bathroom down on main floor or in town and didn't have toilet paper because if someone wants there to give you 2 little squares (for a tip) then you would have to do without. There was dried blood in the swimming pool area for days so that wasn't cleaned very good. Beach was beautiful but ran out of alcohol at the beach bar and always running out of ice all over resort. Very dark resort not enough lighting makes it very easy for crime to happen. Sun Wing wants to compensate us by sending us on a land trip back to this resort. No Thank you read more