On February 21, 2019 my son and I travelled with Sunwing to Puerto Plata, Dominican Republic for the first time. We usually travel to Cuba and decided to try something different. Our resort was called Emotions Playa Dorada. We arrived late in the evening on the 21st and was given a room in building 22 on the 4th floor even though we requested a ground floor with our reservation. During the night our shower was running continuously and in the morning we discovered that so was our toilet and that it would not flush. We reported this to the front desk in the morning and after several hours of waiting we were given a different room in building 12 on the first floor in the back facing a fence to another resort. We attempted to go relax by the beach the next few days and were constantly harassed by people from DR on the beach while laying in our lounge chairs to buy items and services from them. They did not take no for an answer and some become very persistent and angry. We did mention this to resort security on the beach and they did nothing. On February 25th around 11:30 pm I decided to return to my room alone for the night as my son was having a great time with some people he had met. I walked into my room and found a man dressed in all white uniform going through my purse that had been hidden in the bottom of my suitcase! He was startled and ran our my balcony door saying "sorry, sorry". I froze as I was scared and in shock. He had left my patio door open. I went out into the main part of my building and noticed my neighbours sitting outside. I asked them if they spoke English and if they had seen anyone near my balcony. One man said yes he was all in white and I seen him run out of your balcony doors and hop the fence into the other resort. The man escorted me to find my son and report this to security. We reported this to the front desk (there was only 1 employee working). He was in no rush to assist us or did he look concerned. We waiting over an hour for a security person come with us to the room. Security and the man from the front desk escorted us back to the room and discovered he had come in through the glass sliding doors on the balcony which now appeared to have a broken lock. They had us briefly go through our things and we discovered 4 packs of smokes, 2 bottles of rum, and a bottle of men's cologne was missing. Fortunately we had locked our valuables and ID in the safe. The men were going to leave us in the room over night and told us we would have to deal with it in the morning. My son and I were both feeling very scared and unsafe at this point which was now 2 am. I insisted that they switch our rooms, especially knowing the lock was not working on our door now. This took another hour and a half, we were moved to building 18 and told we had to leave the room in the morning as it was for another guest. My son and I did not sleep well at all and were both very upset and nervous. In the morning we reported to the front desk and guest services. A lady by the name of Alva was assisting us and she was very nice. It took her a very long time to sort out a new room for us and we kept being told to wait and come back in 20 minutes, over and over again. We did report this to the Sunwing rep and I did phone Sunwing the night it happened. The Sunwing rep told us that guest services was dealing with it and to wait and the man on the phone told me I had to wait until the morning and someone would contact me. Unbelievable how they just fluffed it off! It was very apparent to my son and I that no one wanted to deal with this. My son became very upset and wanted to leave, as did I. We did not feel Sunwing was supportive. No one contacted me from Sunwing. We were moved again to a 4th room, back to building 12 on the 2nd floor. My son and I were very tired of packing up and moving and unpacking at this point. This was no longer a vacation as it brought an incredible amount of stress and fear. Alva did offer my son and I a 15 minute massage as well as replace the smokes and rum. 15 minutes!? The next day we had to meet with Alva and a police officer who took my son and I off the resort to a local police station (or at least I am guessing that is what it was). We had to provide our passports and personal information and explain what happened. That was a scary experience in itself not to mention a waste of another vacation day. The day before we left Alva met us at our massage appointment with a Sunwing rep names Alexis. He apologized for what happened. We told him that we felt we have not been able to enjoy our vacation and he replied with "well they moved you rooms and gave you a free 15 massage, what else do you want"? My son and I explained that between Sunwing and the resort that they should compensate us for another vacation to make up for the loss of this one, especially after spending almost $3000! Alexis said to wait someone from Sunwing would contact me. That is their "go to" line. No one contacted me! read more

Sunwing books with terrible hotels that are falling apart and or have terrible entertainment and food. They don't care who they are affiliated with and will send you anywhere if you pay for it. They left our group stranded in Havana when we had flight issues. The room they left us in had no A/C no tilet seats or soup and all food/ water services were CLOSED. They gave us NO UPDATES/ INFO. people were getting sick and crying that they were so hot and tired but still no one from Sunwing showed up. When they returned us to Toronto sue to weather issues, they did not respond when I tried to cancel my trip. I could not get a refund for the trip even though I was so ill from all of the flying around/ misinformation/ lack of food and sleep. Phone lines were blocked so I had to go on the trip even though I was sick. I called them numerous times and did not get through. Despite all of the chaos/ not being able to use my cancellation insurance (which I bought separately from them) they offered me a $300 travel voucher...like I would ever travel with sunwing again! This was my 2nd of 2 bad vacations with them and I WILL NEVER DEAL WITH SUNWING AGAIN. THEY SHOULD BE SHUT DOWN! read more

I had a Sunwing flight to Cuba on February 9 th witch went good. Apon arrival in Cuba the line up was long as 5 planes arrived at the same time. My partner got through security ahead of myself. When I got through she was in a wheel chair and felt faint so when I seen her I picked up my carry on and joined her. The nurse seen the Sunwing rep and helped her on the buss and I joined her. On the way to the hotel I discovered I had left my jacket with the car keys in the pocket. So the next day I met Rafael Martinez in the lobby of the Palma Real and explained the problem .He told me not to worry he wold personaly see to it and get my jacket back with the car keys in the pocket back. The next evening the jacket was at the front desk as he promised with the keys as the car was in the airport parking in Halifax.So my thanks goes out to Rafael Martinez from Sunwing for his good work. read more

Do not ever use this airline for a vacation unless you would like to be treated with absolute disrespect and have your valuable stolen. My carry on bag was scanned upon reaching the airport and they told me that it was over the allowed weight so i removed items and put them inside my child's bag and mine until all that remained was a canvas bag and my feather weight winter jacket and my package of meds. Then i was told my checked baggage was now over the allowed weight limit despite leaving the original carry on bag i took in Cancun among other items and having paid for additional weight on my flight home i needed to pay again. They did not accept Canadian debit or visa cards and told me to go use a bank machine on the other side of the airport to withdraw the funds. I had been bitten by a brown recluse spider in my room with no air conditioning working fan or refrigerator and was not well as it was. The tissue on my foot was raw and painful to walk on from the necrosis of the venom. They told me to leave my luggage with them so i proceeded to the bank machine they told me to use and everything was in English till the money was to come out, an arrow pointing to where the money is to be dispensed kept pointing down and then did not dispense the money and gave a message that was in Mexican; pretty much read unable to dispense try again later. Upon getting to Edmonton i was charged for this plus 17.50 admin charge for all 3 times i attempted to use this machine. i walked back to the Sunwing counter and another worker said there was a bank machine about 15 feet away in the opposite direction which was at least 50 times closer than i had just walked. My plane was boarding and i had not even gone through security yet and eventually they accepted my visa and some Canadian cash to pay for the additional weight. When i got on the plane the person sitting next to me spilt my water as soon as i had gotten it all over my seat when he stood up. I needed to take my anti venom pills and was advised by the on call dr to not even to return home without IV at the hospital. I needed to take these pills and stay hydrated and out of the heat. As it was my room was with out air conditioning fan or refrigerator now my tongue was swelling up and i felt i was not even going to make the flight home. I asked for some more water and the flight attendant was rude and said well you have to wait till next time we do our rounds in about 2.5 hours or you can buy a bottle for $5 US. My credit card was flagged for the international transactions and was put on hold until i called my bank so my card quit working i explained why i needed the water and she said well take a nap for 2.5 hours. The website and travel magazine said I would receive champagne service and a lovely meal on board. You do not get a snack drink or anything unless you have a credit card to pay for anything. When i got to Edmonton our travel bags were the first off the plane on the carousel. I went home and found that all the items and some that were in my carry on to begin with were stolen. I bought travel insurance because the agent strongly recommended it she told me it was the best possible insurance through Manulife and everything from toothbrushes to currency would be covered if lost and cancellations would be able up until 3 hours before departure in full cash not travel vouchers and percentage off for cancelling. Today I learnt Manulife does not cover jewelry gifts souvenirs collectors items or cameras or electronics under the policy . That was all that was stolen. So DO NOT USE SUNWING SIGNATURE VACATIONS OR MANULIFE INSURANCE. Signature vacations is Sunwing and offers incentives like spa packages that you never actually get once your there. Your free to pay out of your own pocket but they do not give you any sympathy when you express your disappointment in their company or care at all once they have successfully robbed you with their own employees. If you use them DO NOT BUY INSURANCE OR TAKE ANYTHING OF VALUE. They will steal it or deny to pay you for it with insurance. The plane is tiny, the flight attendants are ignorant and do not even smile. Recently a pilot was passed out flying the back from Cancun on a Sunwing flight so I strongly advise spend the extra to fly with an airline that really does work for your money and respects you. Sunwing customer service only responded by email to wait 30 days because they are busy and after 45 days they respond you should have reported this sooner we cant do anything to help you since you did n ot report this within 7 days. And i can prove i called emailed went to the airport 4 times and eventually filed a police report at the RCMP at the airport all within 7 days. I would rate the service a 0 in comparison to AirTransat WestJet AirCanada and Delta Airlines they do not deserve even 1 star. Buyer BEWARE!!! read more

Sunwing spammed me and then refused to tell me where they got my email address from. Customer service seems to be atrocious...I emailed them through their website and they didn't reply, then I talked to someone on the phone who promised to call me back (but didn't). read more

I just got cheated by sunwing's ads.It says if the price drops of your vacation you got cash back (departure from dec18-dec31)but unfortunately I didn't see the tiny little words "book buy dec6"I booked on dec9th,at that time the ads was on the front page of vacations(no deadline showed)So,guys becareful with the tricks they did ,open you eyes wide read more

Just stay away, go with Air Canada Rouge or Wesjet. Terrible customer service all around.

Sunwing price drop protection is a scam!, be careful and read the fine print...... if you make a claim you'll lose most of your money to a service charge. So there's no point because you can only make one claim. I lost $200.00 and will only get $80.00 back when I should have got the full $280.00 ......scam!, shame on you, I won't travel with you again! read more

If I could give them no stars I would. These people don't care about the customer at all. Once they get there money they basically tell you to kiss their ass. We left for the airport 4 hrs before our flight was supposed to leave. Because of an accident on the road we arrived at the airport 45 minutes before our flight was supposed to leave. They wouldn't let us on. Told us that they didn't care why we were late. Go to another airline and see if you can get a ticket. Horrible horrible service. Then the flight home was no better. Charged us $160 for being over weight 8kg. The carrying on isn't allowed to be over 5kg. We were told this is all for safety reasons... How does me paying an extra $160 make it safer?!?! We will never use them again. I will tell everyone I know how horrible they are. The planes are smaller then any other airline. The entertainment was some movie no one had ever heard of and the head phones kept cutting out. The food was worse then any hospital food I've ever eaten. Sunwing sucks!!! Stay away!!!! read more

Avoid at all cost! Delayed flight resulted in a loss of a whole day we could spend on the beach. Lost luggage, haven't found still after 10 days. Nobody is saying anything about it, just "no new information". I thought they are cheaper but ended up losing way more. read more

Booked Havana History & Rhythm trip from Sunwing Vacations. the tour guide just go shop to shop, he brings us to Castle shop but not go into the Castle, walked a little in Old city but stay long at Coffee Shop, the tour guide let us go to church ourselves which is closed. we wait hours for dinner, and then stay until midnight for a show "Tropicana", the show is average. overall the tour guide just want us to spend more money and skip valuable sightseeing. read more

STAY AWAY FROM SUNWING! This airline's service has diminished significantly over the past several years. They were the ariline to use some 5 years ago, but we've heard and expeirenced nothing but bad from them recently. I wouldn't be surprised if they go the way of Jetsgo in the next few years. Their fleet is old and small, so when they have mechanical issues as old planes are prone to do, they don't have the fleet capaicty to replace those planes to avoid delays. Our most recent trip to Mexico was delayed 2.5 hours on the way in and 6 hours on the way back due to - surprise - mechanical problems. Their fleet is aincent, the plane on the way back had ashtrays in the chair armrests. During the delay, we had no communicaiton, the reps on the resort notified no one about the delay with the result that the guests scheduled to leave that day were packed and ready to go when they were told they would have to stick around in the lobby for another 6 hours to wait for their airport bus, which turned into an even longer wait at the airport. Sunwing then changed gates at the airport twice without informing the waiting passangers. It was a fiasco. Funny thing is, we had paid over $100 extra per adult to return on the earlier flight (there was a cheaper option for a later flight). Sunwing took our money, but then only provided the cheaper, later option for flying out anyway. No refunds were ever issued after much emailng back and forth with Sunwing customer service. So, despite having paid hundreds more in the expectation of getting back into town at 4pm on Sunday to return to work and school the next day, we got in after 1am. And Sunwing kept the hundreds extra we paid them for the better product they never delivered on anyway. If that's not a bait and switch, I don't know what is. Don't fall for their scams, fly with other companies. Also, the food they offer is bad. I could not eat it, my kids could not eat it. Management would do well to take the money they spend on serving slimy lukewarm sandwiches and upgrade their fleet. read more

Steer clear of Sunwing. They entice you with great flight times, only to change the flight times several times. We booked at 10am flight to Jamaica and was told a week before that the flight was changed to 8pm. No they would not let us change. And on the day of the flight Sunwing changed it again. Customer service does not exist. They give you champagne and sandwich. Keep it. Never ending excuses. All they said was: Read the fine print. We can change flight times anytime. So buyer beware. Fly with other airlines. read more

I agreed past review. Sunwing is absolutely THE WORST. This was my first experience with Sunwing and it will be my last one. My flight to Bahamas delayed 3 hours. On my return flight, it delayed 6 hours from 9 pm to 2:30 am. the worst thing when I called their customer service in Toronto nobody knows. They kept saying they will have local agent in Bahamas contact me which there was no agents contact me what so ever. Sunwing told me should be at airport three hour before departure which I did. I arrived at Nassau airport around 11:30pm.... and guess what??! The airport closed.. I has to find a hotel and stay overnight and spent $500 USD bought west jet ticket to return Toronto since the next Sunwing return flight will be three days later. Terrible experience!!! don't even get close to Sunwing vacation. read more

Horrible customer service at both the airport and via email. Customer service agent at airport promised compensation for an extremely delayed flight, told me to keep receipts of any additional costs caused by the delay (flight arrived after 230AM and the skytrain was not operating, customer service agent said they would cover cab costs) . Now the customer service department is refusing to take responsibility for the customer service agents promises. Will never fly SUNWING again. read more

Just got back from a week in Cuba and I must say that the service from Sunwing is much below average. I found the Flight attendants in both directions not friendly at all. The rep at our hotel wasn't friendly either. Their level of service is bare minimum at best. Nothing specific happened but not keen on rebooking. For the price we paid, I'm not impressed. I hope they take customer service more seriously. read more

We went on a vacation to the Royalton Punta Cana (owned by Sunwing Airlines) on January 22, 2016 and were robbed on January 23, 2016. The hotel staff was extremely unhelpful and not surprisingly Sunwing Airlines as well. We lost $3600.00 CDN taken out of our safe and no one was held responsible. My opinion is that both the security and hotel management are involved as our situation is not isolated, simply check Tripadvisor and type "THEFTS AT ROYALTON PUNTA CANA" and you will witness the amount of thefts at this resort in just 2 years! read more

My wife and I booked through Sunwing Vacations on what was supposed to be a upscale luxury all inclusive 5 star resort vacation. We were promised full support from Sunwing representatives at the destination if there were any issues. Well we had tons of issues from the moment we arrived. Without going into details about the issues that related to the resort, we have zero assistance from Sunwing despite promises to assist us during our 10 day vacation. We visited the Sunwing representative to assist with our issues yet received zero help, zero follow-up, and zero contact. Upon return to Ontario our complaints fell on deaf ears at Sunwing. Sunwing felt that a 50 dollar voucher would placate us and cover the disaster vacation from hell, and their lack of customer support assistance at the resort. To date we have not been given an answer as to why their customer support destination representative did not do anything to assist us, they don't seem to care about that trivial matter despite it being a contract obligation within the vacation packages. We are now going to Antigua in a few weeks and happy to say that we are travelling with WestJet Vacations, never to be Sunwing customers for the rest of our adult lives. While we can understand that the travel company can't control hotel operations, it is the lack of customer service while the issues were occurring on site that let us down. Sunwing dropped the ball, they would not make it right after our return, and would not admit fault or their mistakes. Very sad way to operate. Hoping to be long time customers of WestJet Vacations going forward, I could not expect them treating/ignoring their customers in the same way Sunwing did. Good-bye Sunwing, the few hundred dollars you saved by not making things right with our dispute will cost you thousands in lost sales going forward, not a very bright customer service move IMO. But what do we know, we are just two customers among thousands, so why would a huge company like yours bother paying attention to us. read more

We booked a flight to Mexico Dec 17-24. My husband paid Extra for each of us for the Elite service (way more than what is cited here it must have gone up). He was later informed that it was not available for the way down and we'd be reimbursed part of the amount. The elite line up at the airport was much longer than the regular one when we arrived so we ended up checking in via the regular route despite spending extra for a not speedier service. The plane was old and cramped. The worst part was the 8 people who coughed non-stop for the entire flight plaguing the entire plane. A woman who sat in the aisle about a foot away from me coughed every five minutes without covering her mouth 75 percent of that time. If you were not a germ phobe before you got on that flight, you were certainly more aware of the flu virus you knew you were going to have within 6 days of being on that flight. I was glad a Sunwing rep didn't torment us the second we got to the hotel but it was annoying to be work up early the next morning after a 12 hour day of travel by a phone call from the sunwing rep all eager to sell you things on your first morning of vacation. We were supposed to obtain the elite service on the way back which included priority boarding. Priority boarding was a complete joke - rows are called in order going on and then you enter a cramped chaotic bus with same coughing people. When you get across the tarmac to the plane you actually board - there is no order to the seating. We were fourth from last to exit the cramped bus with our extra "Elite" service. Once on board - you can pay even more for the "special" chef-inspired menu but no one on the entire plane could tell us what was in the actual food. (No one could produce the list of ingredients - they all said - sorry we don't know what is in the food - we were not given a list). I HAVE A SEVERE ALLERGY TO OLIVE OIL and it would be nice to be able to order from the menu having left my house at 6:00 am...with the knowledge that I wouldn't get to the hotel until after supper in the evening. If you try obtaining a drink (even though beverage service is purportedly available to you throughout the flight) - you will wait for more than an hour with your light on before anyone acknowledges you. And best of all - once that plane lands - you will start coughing - as you were plagued on the way down by all of the sick passengers. Worst experience re: flights - wouldn't do it again. read more

I'm rather horrified to see how consistent the complaints are on their Facebook Page, here and TripAdvisor... PEOPLE, TAKE A LONG TIME TO READ PAGES OF FINE PRINT IF YOU WANT TO BOOK & SLEEP SOUNDLY! All of it, link after link... Because what they say in the big words on the front pages is not what they mean in the fine print. SPEND TIME THOROUGHLY CHECKING HOTEL REVIEWS OUTSIDE OF #SunwingVacations WEBSITE! The one I booked I later learned keeps caged animals on their property (they call it a zoo), something #SunwingVacations did not disclose on their site. I decided to use the Platinum Cancelation Insurance I paid for. It's advertised as the "no questions asked" and up to 3 hours before the flight type (I have over a week left). Unfortunately I learned in fine print they were selling it as an add-on even though I wasn't in the qualifying period at the time of the booking. To get to the truth of what I was really paying for you'd have to click on the main link to access fine print page 1, and once you spend some more time reading through that jargon you have to click another link to the much loaded fine print page number 2. To save you time, here it is if you're into that sort of leisure: http://www.sunwing.ca/terms-conditions.asp Ok, so no cancellation. What about changing the property then? Here I'll quote the rep's words: "we'd have to honour today's [much higher] price" and he left me with a choice of paying the price difference on top of what I already paid or going through the whole rigmarole of the booking again at some other time via a "maybe" voucher. This is A "NO WE CAN'T" COMPANY. read more

Flight to Punta Cana was fine I guess, still got the nagging people when you land trying to get tips wherever they can. flight home to Toronto was garbage. We went to check in online at 4am 24 hours prior, told online we cannot prebook our seats. So we come in 2 hours ahead of flight and ask for our seat. We are given 2 seats at the very back of the plane, even though there were many options available, the rep didn't care. We get on the plane, noticing its hot. Pilot comes on says "AC is out, because the power is out. we are going to jump start the plane." So we sat on the tarmack as we made sure we were the last to load the plane, and we sat there for 30 minutes literally drenched in sweat. People pulled out magazines in the seats to fan themselves and got angrier by the minute. Finally we get going and 10 minutes into the sky, the AC kicks in. Ridiculous though and of course we were put in the back seat, the front seats had AC. read more

At first everything seemed great. It was easy, good customer service, good price. But they have officially SCAMMED me out of over $400. We booked an excursion with them but the night before the excursion we decided we did not want to do that one. We called our Sunwing rep Alexis and asked if we were able to get a refund and cancel. He said yes, took down my credit card info and said he would refund the money. Well months later I am now arguing with Sunwing as to why I haven't gotten my money back. They refuse to refund me because a paper we signed says no cancellations. They don't care that their rep told us it was fine and guaranteed a refund after cancelling our tour. So we didn't do the tour and we didn't get our money back. Cheap a**holes. Vacations are to get away from stress, not to create it. Not a good company to book a vacation with and terrible customer service. Never booking again with them and definitely not referring them to friends and family. read more

We booked for 6 people in December to all inclusive to Aruba. Paid $2,150 pp.about a month ago. The agent at the time did not offer any price drop protection insurance. Another couple booked through Expedita and got the trip for about $80 less pp. that Sunwing offered. I asked the Sunwing agent for a discount given we had 6 people. She informed me that she can not give me any discount. The price just went down to $1885/pp. Sunwing slogan is book with confidence.So I called in to ask for a price adjust or any sort of concession even a advanced seat selection $40 pp. The agent basically told me they do not guarantee anything and could not do anything for me. I spoke to a supervisor Antonio from the Montreal office. He was extremely arrogant and offered me nothing. He just lectured me on the fact that some people pay more than others and he did nothing for me. The moral of the story DO NOT book through Sunwing with confidence. They do not care for the customers and will do nothing for you. You are better off booking through another supplier or a least an agent who can offer you a better price. read more

Sick and frustrated Sunwing customer seek compensation! TERRIBLE EXPERIENCE!!!! I am writing this letter with the utmost frustration and dissatisfaction in regards to a recent trip I took to Cuba that was offered by Sunwing Vacations. On Sunday, May 15th 2016, having just arrived to the resort, I decided to go for a swim in the ocean and within minutes I got stung by a Portuguese Man o' War. It brought upon me excruciating pain, a rash and swollen legs and whip-like, red streaks on the skin. I was shocked and dragged out of the ocean by my friend who fortunately was at the shore. My medical condition deteriorated very quickly after the attack and after five hours of pain and neurological symptoms, I called an ambulance. After over 40 minutes of discussion on the phone with the front desk staff; the doctor and nurse finally showed up. I had such severe symptoms that the doctor had administered a strong steroid drug intravenously to relieve me of the unbearable pain and progressing allergic reaction. However, this was not the end of the ordeal. When I finally arrived home on May 21st, after five days in Cuba, the symptoms re-appeared and became much worse. I had to rush to the Emergency Unit and the doctor put me back on a strong oral steroid that, after three days, gave me an adverse reaction and I immediately had to rush to see my family doctor. The outcome of my trip to Cuba resulted in a trip to the Emergency Unit (plus Cuban ambulance), two appointments to family doctor, and 2.5 days of missed work and the application of strong and detrimental oral steroid drugs as well as steroid cream. Today, my health is much better but my skin still shows light brown streaks from the sting. Looking back, I have been asking myself what could have been done to prevent such a traumatizing experience, and who was responsible for this? My first question is: Why is an agency, as reputable as yours is, didn't provide their customers with any information about these dangers in the resort and why was there no travel advisory warning issued? (I asked the agent about the conditions in the water there was no warning). Second: Why didn't the resort administration warn people (a general meeting took place upon arrival in the lobby for new guests) about the conditions in the waters and advise us against swimming? None of hotel beach staff did this. The next day we saw the raised warning flag and asked them about it, they explained and said that these are normal conditions for this month of the year. There were thousands of these littering the water and beach that looked like small inflated plastic bags. I was not the only person who got attacked; there were also other adults and kids stung by jelly fish and none of them knew about the dangers of swimming in the waters. All things considered, I feel I need to be fully compensated for my expenses. READ SUNWING VACATIONS REPLY RECEIVEDFROM Roald| Customer Relations Coordinator Thank you for your follow-up email regarding your experience in Cuba. We appreciate your continued concern, and ask that you please understand that Sunwing Vacations does not own or operate the Melia resorts, nor do we have any direct influence over their operations. Upon receiving your letter of concern, we faithfully forwarded it to the resort for their review, and then passed their response and offer to you, as we received it. Unfortunately, we are unable to offer or amend any possible compensation on the resort's behalf, without their authorization. The beaches and waters are public property under the direct jurisdiction of the local government, and advisories regarding the presence of any issues that may pose a threat to our passengers are provided as soon as they are received or determined; however, the local government, the resort and Sunwing Vacations have no control over the natural environment and wildlife. Please also understand that despite being packaged at reduced rates for the convenience of our customers, vacation packages are made up of individual elements from various suppliers, each of whom is responsible for the services they provide. As such, we are unable to authorize refunds for the flights and transfers or respective taxes for issues unrelated to their specific services, in conjunction with the resort's refund offer. We reiterate our best wishes for a full recovery from your unfortunate experience, and will be sure to process the resort's refund on receipt of the completed release form, should you wish to accept their offer. This is not the END! read more

We booked our room with sunwing vacation for three adults. On our arrival to our surprise we found two double beds in the room. There was no room for all of us to sleep. We were expecting at least queen sized beds. The seating area was a small table and two chairs, two glasses in the bar and two glasses in the bathroom, with two chairs on the balcony. We could not have a good night sleep or relax with the small amount of space. We ordered a room for three adults and this is what was provided to us. We were not informed that the room would only have two small beds. Clearly, they only prepared the room for two people. Worst of all, the 'free internet' was only provided for two people. When we mentioned this to concierge, they told us that that was not their problem and to deal with the sun-wing representative. We were given a small, rusty and old cot eliminating what little space we once had. Over the period of a week despite us asking for additional glassware, they were not provided despite the promises of the service people. We were told that we would have to switch between devices in order to use 'free wifi'. However given that these codes are tied to the device this strategy did not work leaving many of our devices without internet. The selection of food was time dependent, the restaurants were not properly stocked for the amount of guests. Waking at a reasonable time meant that you may be inadequately fed. On the last day we decided to go to the restaurant 'kulinarium' on the resort grounds. We waited over an hour for our food. The steaks were over well done and burnt black. We had to leave without dessert since we did not want to wait there for the rest of our vacation. When we mentioned these inadequacies to the sun-wing representative they hung up on us twice. The room quality is worse than a motel, the soft drinks were frozen in the mini-fridge. The beach was covered in seaweed that was left to stink in the sun. Despite being a family resort, smoking is permitted on all outdoor resort grounds. The entertainment was subpar and derivative. The views of the stage were obstructed no matter where you went. Don't buy any excursions or trips offered by sunwing airlines. We made the mistake of purchasing an excursion, and when we wanted to cancel we were then told for the first time it was non refundable. We were then forced to choose one of their other excursions at a significantly higher cost. read more

I planned 2 trips and a total of 5 vacations for my family this year through sunwing. On June 11th I was married and my new husband and I were off to Los Cabos, Mexico and we were so very excited. Our plane was indeed delayed over an hour as they had misplaced 8 passengers luggage... we arrived close to 6 hours later and had absolutely nothing accept the jogging suits we left Canada in and our identification. We arrived on a Monday afternoon and after spending our first day looking for answers and seeking swimsuits and one outfit each and shoeware we were refused dinner service as my husband had bought 1 tank top and he needed sleeves for dinner. We were told to check in with Sunwing the following morning and so we did. We remitted our receipts and paper we were given at the airport in regards to our lost luggage and we were then told our bags were in Calgary... we had 1 outfit and one swim suit. Toothbrushes, and basic toiletries. So another day and another few hundred dollars later we needed enough to last us more than half our vacation. The other guests were relaxing in the pool and we were paying cab fares seeking enough to last us over half our honeymoon. Zero monetary compensation was offered. 500 dollars and 2 days of our 7 day honeymoon we could not get back. Two day trips we now could not afford to take to explore Los Cabos for our first time. Over 40 days later no reimbursement after multiple emails and calls. So I started a twitter account yesterday and told my story. 12 hours later I was offered less than 300 dollars. This airline has no compassion and seems to have no priority where customer care is concerned. #sunwingvacations read more

My sister and I booked a 4 day package from Montreal to Cancun which includes flight/all inclusive hotel with transport from and to the hotel. Due to an emergency, I had to fly a day later. I called Sunwing to ask if I can move my date by one day, they said no which I accepted; after all, it was unexpected. I bought a separate flight to cancun the day after. I asked if I could get a ride from the airport to the hotel the next day, again, I was told no which I thought was unreasonable. The shuttle goes to the airport every day anyway, they could have let me get the transportation since I didn't use it the day before. So I ended up paying $47 for a taxi to the hotel. The next day I went to the sunwing representative at the resort to confirm my shuttle back to the airport on my date of departure. Freddy reassured me that they had my booking and that I was good to go. The day of the check out, to my surprise, the shuttle had my sister's name but not mine!!! He refused to take me to the airport even though I had confirmed it, I PAID for it, he didn't want to hear anything. After I made a huge scene and made it clear that I had to get on the shuttle or I'd miss my flight, the driver let me on but only after he took down all of my details because ''he would get in trouble'' To say I'm disappointed is an understatement. This was a very expensive holiday, I should have bought the flights and hotel on my own instead of going through Sunwing. My flight to Cancun with Interjet was 10 times better than my return flight with Sunwing (and cheaper might I add). When I called sunwing about the change in my outbound flight, they said they could book me a flight for $385 when I checked online, I booked interjet for $250, you must be taking the piss! I will NEVER EVER book a holiday with Sunwing ever again!! you guys don't know what customer service is! read more

Please do not ever travel with Sunwing. They have treated my family as 3rd world citizens. I have paid over $500 in extra luggage for my infant daughter food and diapers on my recent trip to Mexico. The ticket cost was actually only $150 read more

BEWARE, when making a reservation with Sunwing Vacations that is a "deal"! I booked, paid, and had all the confirmed paperwork for a vacation. Then they called the next day and said I could only have this vacation if I paid another $3000. SCARY, makes you think they could be in some kind of financial trouble to not honour a confirmed reservation! read more

I just returned from a flight using Sunwing airlines and have nothing but good to say about the service from check-in to the flight itself. The flight left on time outbound and was 10 minutes early on the inbound. The staff at the counter and on the plane were friendly and courteous. I will consider flying with them again when planning my next trip. read more

To Sunwing MONEY IS MORE IMOPORTANT THAN PEOPLE!!!! I have been traveling with Sunwing for about 6 or 7 years now. It has always been a favourite until this week. I was booked on a flight to Manzanillo de Cuba on Wednesday Oct 24. when we arrived at the airport were informed that our flight was cancelled and had been redirected to Santiago and that it was very safe and well out of the way of the hurricane. We were offered 3 choices by the staff; go ahead and go to Santiago for the week; get a full refund; or rebook. I declined the trip to Santiago and in view of the deaths and devastation, I thank God that I did. I travelled from Calgary to Toronto to take the flight at a cost of $600. I met my grandson and I was making the trip to introduce him to his Cuban Grandmother, aunts, uncles and cousins for the first time. It was his first time to fly and would have been a nightmare had we gone to Santiago. I incurred $150 in extra bus fares to and from the airport. I would have to change my return flight to Calgary at a cost. I also had to entertain a upset and anxious 12 yr. old for 12 hours from flight cancellation until but time. I requested of Sunwing that they put me on the flight of October 31 with my Grandson with only the exact same amenities that I had already paid for. For 3 days I have been negotiating with them unsuccessfully with Sunwing. I can only get on that plane on Wed October 31 if I pay an extra almost $475. I am very disappointed that Sunwing does not value my grandson as customers enough that they would make this trip happen for us. What a life lesson for my grandson to learn when he may have been a customer of sunwing for many years to come. It will not be easy for me to take another airline and or fly into another city in order to get to my destination in Pilon but I will do it. It will be a frosty friday before I fly with Sunwing again!!!!! I feel very sorry for the people who made the choice to go ahead on Wednesday and fly to Santiago because they ended up right in the eye of it! I am sure these comments will be taken down when they just because they tell the truth about my experience with Sunwing! read more

We've just returned from a week at the Riu Cancun. The staff were very kind. I'd like to especially mention the Sunwing rep Lindsay Hall. She was amazing,always available and pleasant. She gave meaningful suggestions. Thanks read more

This was my first vacation with Sunwing vacation and definitely will be the last one. I travelled from Calgary to Sol Cayo Santa Maria, Cuba with my 2 kids. The airplane was old, there are a couple of TV in the plane, there are no TV for each seat. My kids and I get bored to death for more than 5 hours. We got to Santa Clara airport in Cuba and from there we travelled by bus to Sol Cayo Santa Maria resort. In the bus, the guide start distributing bottle of water and to my surprise I was told , because we ( myself and my kids) go to a 4 start hotel they will not give us water. The water was only for the tourists that go to a 5 start hotels. I was stunned, the trip cost me $4200 and they couldn't spare 3 bucks to give us water. This never happened with air Canada trips and I was 3 times in Cuba with them. In the resort , we were told a guy from SunWing vacation will come next day at 3 PM to explain us the trips we can go. Surprise , the next day at 3 PM was nobody from SunWing and when we asked the representants of the other companies about the SunWing guys, they start laughing and told us to wait because, he eventually will come. I don't know if he came or not because after 10 minutes waiting, I left. I'm completely disappointed by SunWing vacation and the lack of respect they treat us. Mihai read more

Flew from Toronto to Cancun. Flight was delayed twice...then had to wait 30 mins on board while they restocked the plane with food. Upon arriving at our destination our hotel experience was worse and our Sunwing representative was NOT at all helpful in addressing our numerous concerns throughout the trip. He even forgot to write our names down on the hotel-airport transfer shuttle bus list and could not easily be reached throughout our trip. Before departing we filled out a customer experience complaint form which we gave to the Sunwing representative. He was supposed to forward the form to Sunwing management but after not hearing from Sunwing for several days I contacted them myself (I have doubts that he even forwarded the form...) and told them my story and expressed my dissatisfaction. They simply apologized and offered me a 100 dollar travel voucher which I found insulting especially since they already give 50 dollars to anyone who completes their online survey. We wrote a second letter expressing our disappointment with the '50 dollar' offer. They replied and told us they would forward our concerns to the hotel. After waiting a month we received another response. This time they simply offered us '2 free nights at the hotel, not including flights or transfers.' This was even more insulting because when we inquired about how much our flight alone would cost we were told that it was 457 (low season) and 1007 (high season). In addition, when we inquired about how much 5 nights at the hotel would cost we were told that it would be between 660-735 per person. All of this is MORE than what we paid when for our original vacation... Although we experienced a great deal of concerns at our hotel, our Sunwing representative was there to ensure that such concerns were addressed...which he clearly did not do... read more

Book through someone else, they are the worst company in my 30 years of travelling. I went to Cozumel, Mexico in Jan. 2015 and received a call 2 days prior to departing saying they overbooked and were sending us to the next resort plus being upgraded. I paid for an ocean front room, so I was expecting ocean front with an upgrade, well I really enjoyed looking at the tennis court from the shittiest most out of the way room possible. I also found it strange that I was moved when I booked 3 months prior to departure, and others who booked within 2 weeks were able to stay, we went from a 4 star to a 3 star, nice upgrade Sunwing, and I finally received a response to my claim which took a month for them to say it was compatible. Just a heads up to people, based on my experience. read more

As returning visitors to Cuba, my tenth visit and my girlfriends fifth, having paid for a four star resort we were appalled to find the conditions of the resort felt like a two resort. All the issues that came up with Sol Sirenas Coral affected our vacation to the point of unenjoyment and stress instead of the much needed relaxation that is expected when on vacation we at a four star resort. When we arrived in Cuba we discovered that there was no Sunwing bus waiting to take us to our resort, after asking every parked bus I was forced to pay $30 Canadian for a taxi. After an already rocky start to our vacation we arrived by our own means at the hotel feeling exhausted from the lengthy travel and were very much looking forward to catching up on lost sleep. However when we got our keys to the room we were shocked and horrified to see that the room we were ment to stay in was utterly disgusting and very run down. There was vomit under the bed, bodily fluids all over the room, and snot on the walls. After asking to change rooms due to unsanitary conditions we settled with a room with two double beds that were pushed together. We expect Sunwing to send us to a resort that is a four star not one claiming to be a four star but is in fact at best a 2 and a half star. The representative from our flight company ( Sunwing ) arrived in the hotel lobby at 9 am and he kindly refunded us for the taxi cost and aided us in tranferring to a different room ( which was only just tolerable not four star quality ). The Melia rep advised that we would be able to keep our room until 12 am on Feb 7 as a statement of good will which never happened and to confirm with reception the following week regarding availability. Our second week at Sol Sirenas Coral we asked to confirm that we could keep our room until 12 am on Feb 7 as our plane wasn't leaving until 4:40 am on Feb 7. We were advised by the resort rep we could keep the room until 4pm on Feb 6. The next day we wanted to double check but were advised that isn't possible as it's up to us to deal with the resort reception to decide if the room is available after the regular check out time. From that point the sunwing representative was anything but curtious and became very short and we were told to wait until the next morning. After a night of added stress to our supposed vacation time we were told that we could stay in our room until 2pm at no cost any longer and we would have to pay a fee. Between the Melia reps and Sunwing reps our request for a late check out turned into a major stress issue. There is no excussing the stress we had to suffer caused by the Sunwing, Melia and Sol Sirena Coral reps. I feel Sunwing should take more responsiblity for where they are sending their loyal customers and should be ashamed to be sending their customers to a resort like this. We paid for a four star resort so expect to be sent to a resort that is a four star not one that is in fact at best a 2 and a half star. When we book a vacation with Sunwing we anticipate that the vacation specialists such as Sunwing would be concerned about the resorts they represent and are encouraging their loyal customers to choose as a holiday destination. As frequent Sunwing customers who are relying on Sunwing we feel we should be reimburst for the money we spent on this unacceptable stressful vacation. Sunwing needs to be aware of the conditions at this resort so I am including some points that you will find conccerning. *Sol Sirenas Coral rooms: -the edges of the floors are not properly washed -bath tub very stained and dirty looking -patio door in room 1301 didn't close so let in exhaust fumes from the buses & taxi's -door to the room didn't close unless slammed judging from all the door slamming ours wasn't the only room with this problem. -king size beds shown on website is two double beds pushed together -when airconditioning was turned on water leaked onto the floor & into closet just missing our clothes. Put towel on floor to dry water & when we returned to our room the same towel was rolled up on a shelf -after a heavy rain we found water on the floor and in the closet again towel again found on shelf - asked for a better room and were directed to look at a larger room with king size bed that was just as tacky as the other two rooms. *Sol Sirenas Coral grounds and buildings* -lobby ladies bathroom more often than not had no toilet paper and frequently no soap -pool bathrooms where closed for the first week and when they did open there was no toilet seats which would not be unusually for a two star resort in Cuba -broken, raised concrete that caused my girlfriend to trip -open ground level light fixtures with exposed wiring with no marets -most disturbing is a 6 or 7 foot retaining wall with no railing near the snack bar ** in the end Sunwing offered us $75 to compensate for lost 2 weeks & th money we wasted on this vacation. ***pick some other vacation company *** read more

Worse Company do not use! All they do is steal your money. I had vacation with my family of 15 planned for august, unfortunately we couldn't flight due to a medical emergency like I said it was impossible to flight and we found out a week before we were supposed to leave. Sunwing DOESN'T care, they don't try to reason with you no matter what. I called the week before we were supposed to leave to cancel and first of all they don't talk to customers I was told they could only speak with the travel agent that I bought everything with. The agent told me sunwing doesn't return money but even a percentage, they don't offer a choice of holding the vacation package for another time. Their rules are YOU FLIGHT OR LOSE YOUR MONEY. Not even with the so-called cancelation protection plan that you buy with them because for them that doesn't exist. I lost an amount of $6500 for a dream vacation that I had planned with my wife and daughters. THIS IS THE WORSE TRAVEL COMPANY! read more

My boyfriend and I had a flight out of Punta Cana scheduled for Oct/13/15 at 1145am. It got delayed by 10 hours. This turned into an extremely long day for the both of us. When we finally got to our seats on the plane all we wanted to do was sleep for our four hour drive once we arrived in Toronto but we were placed in the isle! Not even next to each other so we could lean on each other to sleep! We were suppose to arrive in Toronto at 4pm but now didnt get there till 2:30am and had to drive four hours exhausted in the dark pouring rain. We got home at 7am I had to give away my shift since it starts at 6am. On top of losing a days pay at work I had to pay for an extra day of parking at the hotel we were parked at. All the airline did was give us each a $75 voucher for our next sunwing vacation that we have to use in one years time! That is the worst customer service I have ever encountered. All it is, is a marketing plan for the airline to make thousands of more dollars off of their customers inconvenience! Horrible! read more

We were flying to Cancun on a Sunwing flight, arriving at 9:00pm on a Saturday. The flight was ok - very little leg room and uncomfortable but you get what you pay for. We got our luggage and went outside to get our shuttle. We had to wait about 30 minutes for the shuttle. We got on with 2 other couples and were told we'd be the 2nd (out of third) dropoff. The drive would be about 1 hour an 15 minutes. We dropped off the first couple and assumed we'd be the 2nd couple to drop off...but the driver pulled into another hotel for the other couple to get off at...so now we were the last couple on the shuttle. We're at about 1.5 hours of travel time at this point and our driver didn't know where to go. He asked us for the address. Thankfully we had it but he just shrugged his shoulders. He couldnt speak English so there was no way to communicate. He pulled into a gas station (at around midnight, in Mexico) to ask for directions. We felt completely UNsafe in a foreign country, with no means to communicate. Our driver was older and it was pouring rain and he was driving about 20km/h on the highway, with his window down so he could look out the window. I was getting soaked but just wanted to get to the hotel ASAP. Finally we got there after about 2 hours...we were literally 5 mins away from the 2nd dropoff but he got lost. This is unacceptable. I've travelled with other airlines and the shuttles are always on time and has an English representative to bridge the gap and never gets lost... I will never fly Sunwing again. read more

Our flight was booked for November 24th at 6:20 am There was 45 minutes before take off and the Sunwing representative refused to even TRY to check us in. We had arrived to the airport at 5:40, we understand that you must get there 60 minutes prior to flight and our flight was at 6:20 but we still had time to board the plane! 10 minutes before take off, they're still loading the luggage's so i don't understand why this Sunwing representative wouldn't bother to check us in or to even call a manager to reconfirm. At this point we were extremely disappointed in the lack of customer service. we had 45 minutes before take off! If a customer is paying HUNDREDS of dollars for a trip, the LEAST airlines could do is get us on that flight! This Sunwing representative had DENIED our first trip together. He didn't do everything he could to make our first trip happen or to make us happy. We were forced to book another flight that leaves tomorrow at 3:45pm which was an EXTRA 900$ for both my boyfriend and i. NOT ONLY did we have to pay an extra 900$, we will already be missing a full day and a half of our all inclusive trip. Its absolutely absurd that we weren't even able to pay the difference, let alone to pay for a FULL ROUND TRIP. The Sunwing representative on the phone wouldn't let us book a 1 way, saying that a round trip was the only thing that was available. Its not fair that we had to pay 900$, miss a day and a half of our flight all because he refused to check us in! We are extremely furious about the lack of DECENT customer service, we weren't even compensated for our losses. To pay over 3000$ in an all inclusive vacation to Cuba is extremely disappointing. read more