Never book with Sunwing. I booked a flight in phase 3 from Vancouver to Toronto, when every other company was flying too. Everything looked fine, the flight showed on Google and on every travel app. When I arrived at the airport the flight was just not there. All other companies had flights to Toronto. No email, no call, no refund, not even a message on the webpage. I tried to call them, no one available and not even a message saying that flight were cancelled on the voicemail. After two hours trying to figure out I went back home. Called them the next day in the morning, finally someone picked up, but the lady on the phone hung up on me after telling me they could not do anything else than give me a credit...what for? The company is obviously in bankruptcy and will disappear soon, same as my flight. read more

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I nearly missed my flight out of Hamilton to Varadero, Cuba due to issues due to issues I encountered at Sunwing's baggage check in counter. The credit card reader at the check in counter indicated that my personal MasterCard was invalid. This is the same MasterCard that I have been using regularly. I tried to remedy this situation by offering the use of either an AMEX card, a BMO debit card or paying cash, but the attendant said none of these options were available. Fortunately, I had a business MasterCard handy which I was able to use to pay for luggage check in. Needless-to-say, I was almost up the creek without a paddle had I not had my business MasterCard with me. Interestingly, I managed to use my personal MasterCard, (yes, the one that couldn't be read at the check in counter), for food purchases at Hamilton airport. Furthermore, on the flight back to Hamilton from Cuba, the attendant at the luggage check in counter accepted cash for payment. These issues need to be fixed!! I don't want to be caught in the same dilemma should I decide to fly with Sunwing again. read more

Please Avoid at all cost. They wouldn't fully refund you even if you cancel the trip 2 hours after booking (the same day). Took over 1 month to respond to my email. the support team showed no interest in solving my issue read more

Absolute worst company ever. Advertise that they sell change anytime package but do not allow you to do so. Then you end up at poor resort and have to leave and pass again for better experience. They don't respond to customers, they do not care. Sunwing does not care. read more

We went with Sunwing for our holidays on December 16 till December 30. Our return flight was delayed for more than 20 hour because of the airport issue in Cabo Sun Lucas. We end up arriving home on December the 31 around 6pm and we should be home on December 30 at 8 pm. We was so tired from sitting in airports and luck of sleep that we ended up missing our New Year party with our friends which we had paid for. We recieved email from sunwing that we not going to get any compensation . Holidays was not as good too. Don't buy any holidays with the Sunwing, you will be disappointed! read more

They took my money and never gave me my vacation and they won't return my money this place is a rip-off stay away from them

Worst company I've ever dealt with. They have taken my money cancelled flights used my travel insurance to cancel the flights (even though they cancelled) issued me a voucher im now trying to use the voucher and they will only let you use it for packages outside of the county.....which they can't fly too. Can't wait for this company to go belly up. They have screwed thousands of customers out of their hard earned money. Their reputation has been thrown in the toilet all for a few dollars shame on you!!!! read more

We had booked with Sunwing, originally for our wedding group in OCTOBER 2018. We unfortunately were faced with a family medical emergency, just 3 weeks prior to our departure date- SUNWING handled this so great for us, very sympathetic and professionally. As we did have some guest with and without insurance, SUNWING tried their best to come up with solution for everyone. In the end most guest went on their vacation, some who took insurance and planned to use voucher, when rebooking for new wedding date. Fast forward to November 2019- we started our new travel rate, via wedding vacations, the start was great, and once we got Our NEW group rep- Vanessa Tamm! I will be honest, with me being "group leader" she was great at replying and laid back with me, fast to reply, especially with short time frame we had to book our group, I never waited more than 24 -48 hours for reply. When our group rate was given, due to peak season, our rates were very high to travel- unavoidable we had a lot of persons trying to get better rate, or promos, which basically increase volume of repetitive questions for Vanessa, maybe this became frustrating for Vanessa, as I will say based on feedback from my guests, and multiple emails forwarded to me by them to me- shows she wasn't so professional with them directly- she would take longer to reply to them, they all understood they had to complete booking via form, but prior to that if they had any questions or needed clarity or different date of travel- some of the email communication I saw, made me feel bad for my guest and the service they received. She would basically just copy and paste, not personalize and use non-professional words, like "my bad" instead I am sorry, or my apologies for misinformation for her errors in email communication with group member. In most cause, it would be her not understanding their email, and they would have to reexplain, for her to come back and say my bad?! Not to be picky, but my guest was paying $2498.00 a person to travel, I would expect some type of professionalism. Our previous group rep, you can tell she cared about her work, with Vanessa she would just direct you to website for you to make any updates, or payment- in the past I could make an update via email or request a quick call from her to clarify something in a 5 mins call verses taking 4 days to reply back and forth- even when I would tell Vanessa I called entered your extension and it just rang out, not voicemail- she would say oh just hit zero and ask to speak to me- I had pre-purchased luggage and excursions, via Sunwing, so that we didn't have to deal with it in destination, or at airport- However, during travel, our group faced a lot of issues: 1st the extra luggage that was purchase and my MOH luggage with all wedding clothing+ JR bridesmaids clothing, and honeymoon clothing, didn't come on plane- due to conveyor belt issue at airport, in YYZ the Sunwing agent didn't tag bag before putting on belt, and when belt started working both bags went without tags , we had 3 persons promised it was on flight, at YYZ showing them on computer that it was coded correctly and that it will be on plane. Of course, when we arrived to Jamaica it didn't arrive! Unacceptable, to give us this kind of stress without any remorse. we had to spend 2 days on phone using roaming, and with Sunwing agent in destination trying to get resolved, which cause major stress for no reason and took away from us enjoying pre-wedding events and 2 days of resort stay. They were able to get us both luggage, by 7am wedding day- (3 days after arriving) 2nd on all our departing flights going to Jamaica, it was between 2-3 hours delayed due to weather- which we understand- on my flight specifically we were seated on plane for 2.5 hours prior to departing, for deicing, but when they were severing food, by time they got to myself, they were sold out- which is unacceptable as a person with diabetes, they should have ask any persons with medical conditions if they wanted to purchase before severing everyone else. I am not sure why they take all this info if not used, while on board, to support guest. My sugar was so low from not eating and even when I asked for full can of coke, it was problem, even though I told them my medical condition. 3rd with excursion I went to the Sunwing/Nexus agent at our hotel, 3 times before checking out, to confirm our rafting- all times they confirmed the email copy I had was enough when we arrive at excursion, via our own transportation- Of coarse when we arrive it wasn't enough, and we had to wait 1 hour prior to doing rafting, which is unacceptable and I know we had some bumps in the road, but I truly am happy with service we received with our previous group booking, and the empathy Sunwing gave us based on our situation, but as per our new booking unfortunately I don't think they will get return flyers from my group or even myself, based on the on the lack of customer experience. read more

Worst airline ever! I have flown with different airline providers before but never experienced terrible service like Sunwing's! So I had booked my trip to Cuba via Sunwing. We paid for a direct flight but 2 weeks before we found that Sunwing decided to make a stop at Cayo Coco (we were never notified and had to find this out ourselves when we checked our online booking). We had booked this trip via flight center (another huge mistake) and wanted to change our flights, since most of my friends suffer from extreme motion sickness during takeoff and landing, and were looking for different options. When we called sunwing, they refused to talk to us, and wanted our travel company to contact them, and when we called flight center, they just kept putting the blame back on sunwing. We were finally told that the flight will be 4 hours (also mentioned on the online booking), and that in Cayo coco there will be a brief stop and we wont have to check-in again. The day comes and we board the flight. While we're in the plane, there was a tarmac problem which delayed the flight for 2 hours! We get to Cayo Coco, they make us get off the flight and reboard the flights which added an extra 2 hours. We reached our destination 4 hours late! The flight did not provide us with food, and Cayo coco airport had no food as well (all the stores were closed). 4 hour flight became an 8 hour flight, with no food! When I landed in Cuba, I felt extremely sick. I was on the verge of passing out. We reached our resort at 10 pm at night! When I filed a complaint with Sunwing, they were of no help. They basically said, tarmac issues is not their problem, and they have no idea about other country's regulations. I am quite surprised how they are so unaware since they fly to Cayo Coco all the time, and could've provided more accurate estimated time of arrival so we could have been prepared and packed snacks for flights. When we were coming back, they did the same thing, and a poor woman on our flight passed out. They were almost going to do an emergency landing for her. We also booked Sunwing tours- that is a whole other issue. Remember, if you book any trip and the sunwing representative tells you, you can get a refund (long story short, we booked jeep tours, however one of our friend got COVID and wasn't sure if he was going to make it to Cuba. We told the rep our situation and she said to book a seat for him because it gets sold out fast, and if he can't make it then we would get a refund)- YOU WILL NOT GET THE REFUND!!! I cannot believe how terrible this airline is! They have 0 consideration for their passengers. No wonder why this airline has the worst reviews. I will never fly with Sunwing ever again! read more

My husband and I returned from a trip to Cuba (Varadero) last week.The arrival time to the destination and returning from there were really exhausting .We departed from Vancouver at 6:30 pm on Friday afternoon and arrived in the resort at 4:30 am on Saturday. While we had payed to stay in the resort for 8 days and 7 nights, they said the check out time is at 12:00 pm on the following Friday while the flight was at 4:45 am on Saturday. We were wondered at the resort for about 13 hours from 12:00 pm on Friday ( the check out time) till around 1:00 am on Saturday when the bus picked us up having 1 hour delay. The Sunwing rep did not pay any attention to my request regarding the late check out having a very mean and unprofessional behavior. The resort people said you need to pay $15 (USD) for each hour of late check out.It means a payment of $180 for 12 hours! Although the flight lasted 5/5 hours, the flight attendees offered just water/juice and a cup of tea to the passengers. Another frustrating experience was about the Wi Fi at the resort. All residents must buy a 1 dollar card containing the user name and password to be used for having just 1 hour access to the Internet.In addition access from rooms was not possible and you could access just in some areas of the resort. I would prefer to pay more money in advance to access to the Wi Fi during my stay rather than getting a card and entering lots of numbers for having access for a very short period. Generally, my husband and I are not satisfied with the flight timing and the customer service of this agency. read more

Sunwing broke 3 of our bags on a trip to Punta Cana. Despite having 7 travellers and spending over $20,000 on the trip, they don't seem to care. Their Baggage department hasn't contacted us in over a month, despite the fact I've called them repeatedly. The only way to handle companies like this is to WARN new potential customers about how they treat their customers. Never again. read more

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Sunwing . You did a great job of selling us the package we were looking for . Your flights were great and reps were ok . BUT you should really read this review and investigate your properties to know what you are selling ot advertising. I even spoke with your Representative at the resort with no response to my concerns. Memories Beach Resort Varadaro Cuba Unclean everywhere you look . Food was let's just say we will give it a rating of - 3 to out of 20. Awful tasting. Birds are pretty in the air but not in the beautifully layed out dining room. Stray alley cats and wild birds roam/fly around the dining room as people ate . Bird s were dropping their business on the staff and guests while we hovered over our plates in fear . Buffet stations had 1 serving spoon per station of 6 to 8 items. Long lineups for pasta as it was basically the only meal they couldn't really mess up on. Staff were pleasant when serving you your beverage or taking your gratutity for alcohol at the bar but oblivious to what people were saying about the resorts environment or facilities . No managers or servers or cooks actually asked us how our meal or beverage was but the amount of wasted food left on hundreds of plates every meal tells the story. My family and 2 other families who I spoke with at the departing airport said it always felt like this resort has fallen off the mark in a huge way and owners don't care . I have to agree big time with that sentiment. The individual staff except out housekeeper Betty ( Betty was great ) who I spoke with were not angry or rude but came across as burdened that they had guests at the resort and could not care less about you having a pleasant experience or stay or if you would ever return . Playing the silent no response or language barrier game was common. Washrooms in all major buildings including their prize lobby poorly lit or have no power. no toilet paper, no soap , broken taps , no paper towels and hand dryer is useless.Toilets stalls don't have locks so hold the door when you sit down if you dare to sit on these things . In the rooms the bathrooms are in need of major overhaul and toilets don't flush properly . No hot water just luke warm at best . Oh I almost forgot : When using the facility washrooms you need to watch your step as you will see the spill all over the floor in most of them daily . You will know when you walk in to the smell like outhouse washrooms . Each member of my family sick including me which mine lasted for 3 days after return to Canada. Same results with the 2 other families I spoke with at airport. Someone on the bus ride back to the airport yelled discriptive curse words at the tour guide when she asked us all about how we liked the Cuban food. That statement pretty much summed it all up for our 8 day stay at memories resort . Please do your self a big favor and research with people's reviews before you go with the resorts 3.5 star rating. It is a truly beautiful resort on the outside pictures but is a 3 dressed up as a 9 . We did not cheap out on this vacation but if you spend a few more dollars and not stay at Memories Resort , you will probably enjoy Cuba the way it should be enjoyed . read more

TERRIBLE AFTER SERVICE. Booked our Mayan Riviera holidays with Sunwing. Stayed at Grand Princes Riviera Maya, service was good with the Sunwing representatives when we were getting our excursion packages. Unfortunately, when we are about to depart for Vancouver, myself and my granddaughter tested positive for Covid-19 and had to stay behind and quarantine for 14 days. Tried getting in touch with the hotel's Sunwing representative, could not get a hold of them. One occasion, was able to connect and the Sunwing representative on the other line hang up on me. My agency here in Vancouver sent a request to their Vancouver office, somebody sent me an email on our last day, inquiring if we need to book a flight. No way I would be giving them my business at the point or in the future. NEVER AGAIN SUNWING .... YOUR SERVICE SUCKS. read more

This airline is 100% a complete joke. First off, our flight was delayed 6.5 hours. Okay, stuff happens. BUT they KNEW about the delay early that morning and failed to communicate that with any of the passengers. The only reason we found out that our flight was delayed was because we went to board and it wasn't there. They gave us $15 "meal" vouchers, which if you have ever eaten at an airport you know that this doesn't cover the most basic meal. So far, we all missed a day of work, were stuck in the airport for 8.5 hours, were treated HORRIBLY by customer service and missed a day of our vacation. We finally boarded the plane and then proceeded to sit on the tarmac for another hour. Once in the air, we were informed that there wasn't enough food/drinks/cups for everyone on board. Which is against airline laws as this flight was 4.5 hours long. The staff on board we also nasty and mean. They routinely ignored us, rolled their eyes and had a poor attitude. All Sunwing can say is that "delays happen". That's it. Nothing more. No apology for the lost money we all suffered, no apology for the horrible RUDE staff and no apology for not stocking the plane in accordance with airline laws. Skip this airline and fly with literally anyone else. read more

WORST SERVICE EVER EVER EVER. This was the absolute nightmare of an experience. SUNWING WONT HELP US. I had booked this vacation for my partner and I. Before booking this vacation, we had called Canada Immigration to get information to see if my partner could travel because his visa had expired. They had cleared us to travel. Upon arrival to the airport, and checking all of our documents, the sunwing clerk had told us that my partner was unable to fly due to an expired visa. We explained to them how we had called immigration and they cleared us for travel and they told us there was nothing more that could be done on their end and to call Sunwing reservations. The Sunwing clerk then went ahead and cancelled the reservation. it was confirmed to us that reservation was cancelled. I contacted sunwing vacations to hopefully get some help with this situation. The representative on the phone had told me there were no notes on file in regards to the situation that happened and all that was listed on our file was "no show". This is far from what happened as we were there, packed and ready to go on vacation and were met with both unsettling news and also staff that were incredibly dismissive and unwilling to help. This is incredibly upsetting and frustrating as our vacation was destroyed and now the airport clerk did not follow through with any due diligence and coded our vacation as "no show" which is completely far from what actually happened. I was told by the sunwing representative on the phone that it seems to now be an issue with the airport sunwing sector and them not coding anything in correctly and that I need to contact Sunwing Cares. I have contacted Sunwing cares and no one has gotten back to me and everytime I contact a Sunwing representative they are VERY rude and dismissive. I am feeling incredibly upset and frustrated with this whole situation. We did not go on our planned vacation and we are looking for a reimbursement from Sunwing. Sunwing has not done their due diligence of treating customers with respect or being handled with care by following procedures of truths and acting upon due diligence. We feel extremely LET DOWN by Sunwing. WORST SERVICE EVER read more

Originally booked a trip to Antigua on June 26/19 to celebrate our 46th. Wedding Anniversary. Original flight was a direct Flight, leaving Toronto at 9:25am on Friday, September 20/19 and arriving in Antigua at 2:25pm on the same day. On August 09/19 we were notified that our Flight times were changed to leaving Toronto at 7am and arriving in Antigua at 2:10pm and was still indicated as a direct Flight, which seemed odd, as the total flight time had now increased. Then on August 29/19, we we notified that our itinerary had now been revised, so that we would be leaving Toronto at 7am and flying to Montreal for a STOPOVER of approximately 2 1/2 - 3 hours, before heading to Antigua. Since I did not originally book a STOPOVER in Montreal, I was very unhappy and with the help of my Travel Agent, we requested that Sunwing change our flight to another day, in order to fly directly from Toronto to Antigua, without any Stopovers. Sunwing refused to accommodate and/or compensate us for this terrible inconvenience. Sunwing basically informed us that we had no choice but to abide by the changes to our itinerary, as they had the right to make any changes that they deemed necessary and basically said that we were forced to fly to Montreal for a 2 1/2 - 3 hour STOPOVER. in order to get to our destination. I asked them to cancel our booking and issue us a full refund. Sunwing refused to consider our request and told us we had no choice but to report to the Airport 2 1/2 hours earlier than our originally scheduled flight, in order to do a STOPOVER in Montreal. Sunwing speaks of Customer Service & Commitment, however, this Airline don't give a damn about their Customers. Their stated mission is a JOKE, and they should consider changing it to Sunwing First and Customers Last. We travel on vacations at least 3 times a year and must say that Sunwing is, without a doubt, the WORST Airline from our experience. Sunwing gets around the new "Bill of Rights for Passengers" by bending the rules and force Customers to waste their valuable time, so they they won't be held liable on these new "Bill of Rights". These new "Bill of Rights" are useless, as unscrupulous Airlines like Sunwing, find ways around them. So, in fact, Airlines still have all the rights to do whatever they want and Passengers have no rights. One thing for sure, this is the last time we will ever travel with Sunwing, as they are, undoubtedly, the worst Airline and have ZERO Customer Service & Commitment. Also, I have noticed that the individual with the initials (MD) that responds to these reviews, just gives the Standard responses, such as, Sunwing has the right to make changes and Customers have no rights and Customers should just accept our deplorable Customer Service. I would advise Travelers to avoid travelling with Sunwing at all cost, as we would definitely not recommend Sunwing at all. read more

[Warning] PLEASE READ before you spend any money!! PLEASE READ before you decide to spend money on SUNWING Vacation. People at Sunwing are nice and professional when taking you money. However, when time come for refund, they are beyond ridiculous and ignorant. My refund request was submitted at the end of 2019, while they said it takes one month to process, my request was not approved until Mar 2020. AND, until now, Aug 2020 no refund was issued. Every time i am trying to reach out them, only answer was "will follow up with you once I receive information about your refund" ... read more

Sunwing be careful to what you are agreeing to and their flight definitions. This year we planned our vacation early. We found what we thought were non stop short flights to an amazing island. We were happy. Then came an email from Sunwing last week with changes. A stop in Toronto and three more hours of travelling time. We have been in contact with their Sunwing cares department and here are their explanations when we told them it was not a schedule change but an itinerary change due to the extra stop.  "Sunwing does not accept responsibility for lost wages, missed holiday time or any other additional expenses incurred as a result of changes in flight times." "Sunwing does not sell non stop flight at this moment.To further explain flight terms, a direct flight is a flight between point A and B, which may include a stop-over. A stop-over may be used to pick up new passengers or allow some to disembark, while the other stay on the plane. Direct flights are often mistaken with non-stop flights, which are flights involving no intermediate stops" "Sunwing is a chartered airline company, the flight times are subject to change and operational changes can occur, which may result in the need to reschedule, cancel, or consolidate flights. In your case, unfortunately, your flight time was changed. Please note that the possibility of this change is part of the terms and conditions that must be agreed upon prior prior to a booking being made" After several emails they gave us an the right to change our destination. However when trying to clarify what that really meant, here is what we received: 'please note that when changing destinations, there is an administration fee and you'd also have to pay current system rates per person." Although you are not forced to find something of the same value, kindly note that if you were to choose something of a lesser value, we would be keeping the higher rate between both vacations. Learn from our mistake and be vigilant. Know exactly what you are agreeing to. read more

Never ever ever ever book with Sunwing. We got on our flight and they made us wait only after hours told us the window was shattered on the plane. Then we get off wait hours for them to fix the window only for them to tell us were getting on a new plane. Then we get on that plane and wait only to tell us that plane is not working. Then they give us a family of four a 30 dollar credit for dinner and breakfast. What a joke we missed over a whole day of our vacation and they told us we are only receiving a 250 dollar credit. These planes are unsafe. Not managed properly and the staff doesn't care and the company is to big and makes it impossible to receive compensation. U are literally fucked if something happens. read more

Don't book a holiday with Sunwing. Original flight we bought was non-stop Vancouver to Costa Rica. Bait and switch later, it becomes stop in Calgary, and you can't have those legroom seats you paid for either. On the way back, they tell us after we board that they will have to stop in Winnipeg to get fuel, then Calgary, then Vancouver. Original flight had us arriving home 11:30 pm; now, 4am if we are lucky. Never again!!! read more

I've flown with Sunwing twice to an all inclusive resort in Cuba and never had a problem with anything. We had a 45 min delay coming home from one of the trips, but I mean shit happens. I don't see that stuff as a big deal. Until I experience a major problem (if at all) that ruins my vacation I will continue to fly with Sunwing. read more

Won't refund money despite them cancelling the trip. And saying originally they would. Don't trust your money with this company.

I was part of a group booking. The dates for travel were still two months away but we were given a hard deadline for the final payment. I had just started a new job and couldn't guarantee the time off so i let my deposit go, not a big deal. I didn't want to miss my friends wedding however so i booked, a shorter stay at the resort also through Sunwing. A week later I got the time off work and I inquired if I could still get the group rate, in fact it was still available, the only problem was that the shorter stay, which was booked at a higher rate was nonrefundable. My issue is that the only reason I booked the shorter stay was because the group agent for the same company had told me that the group rate was not available after a given date. The date turned out to be completely arbitrary and the agent lied to me. read more

The following is a summary of the several issues we encountered during our Sunwing vacation on Oct 17th, 2018 to Oct 24, 2018. The flight was from Toronto to Montego Bay WG 732, and return flight from Montego Bay to Toronto WG 733. To begin, it is important to note that the purpose of this vacation was for a large wedding of approximately 80 guests, and this flight consisted of at least 40+ of us family and friends. On the day of our flight, we found out that our flight had been delayed from 230pm to 4pm. This was not a big deal, as we know that delays are fairly common. However, at 4pm we still hadn't started boarding. We didn't actually leave until 5pm, and was last minute told we have to stop in Varadero, Cuba before heading to Montego Bay. We were originally supposed to arrive in Jamaica at 5pm and the bride and groom booked a welcome party for everyone at the resort. Once they found out (last minute) about the delay, they pushed the party back from 8pm to 10pm. But unfortunately, because of the delays, we still didn't manage to make it to the party as we didn't get to the resort until 11pm. Before boarding the plane, we were given a complimentary 50-dollar voucher for Sunwing for the inconvenience of the delays. At this point in time, we were all disappointed and were feeling discouraged from booking Sunwing again so we asked to use our voucher to pay for our meals/snacks for the flight. Nope. Not allowed. I was fully willing to give up my full 50-dollar voucher just for one sandwich because I was hungry, and I knew that by the time we get to the resort the buffet dinner would be closed and I wouldn't be able to eat dinner. Perhaps I was denied the use of the voucher because they ran out of food for purchase anyway. So, to top off our frustration of having to wait at the airport for several hours because of the delay, and then stopping off in Cuba, there weren't enough meals to serve people on the plane. No, these aren't complimentary meals- these are ones that we now have to pay for. Not only did they run out of meals, we were also limited on snack options to purchase as well. While in Jamaica, as a group we thought, now that the wedding is over, we should go on an excursion- Exciting, fun and a great way to use our voucher. Nope. Yet again, our attempt to use our voucher was declined because we were going as a group. So basically, we cannot use this (almost offensive) 50-dollar voucher during this $1700/ per person vacation. The only way we could redeem this 50 dollars is to book another Sunwing trip?! And another passenger mentioned that this voucher even has an expiry date of one year. I almost wish that Sunwing never gave us this voucher at all because it had done was cause more anger. The Sunwing rep that was stationed at our resort (Grand Palladium), I'm sorry to say was absolutely useless. He didn't know our proper pick up time and was assuring us that the binder of pick up times was correct. Even when we were telling him that the times have changed, he didn't even check to see if we were correct, and was quick to tell us that whatever is listed in the binder is up to date. We had to speak with our booking agent (who luckily attended the wedding), to confirm the times and she assured us that we have to correct time. Even 24 hours before our pick up, our group still thought our pick up time was changed to 7pm. Thankfully we went back to the guy again, told him AGAIN what our flight time should be according to our booking agent and that's when he says he "forgot" to change the paper. So I spent our final day of vacation trying to track down and find people on the resort scattered around to spread the word that our pick up time was at 1050 am and not 7pm. Imagine a bunch of us missed the pick up time? Even on the day of, a few members of the wedding party were walking around at 1015 am calling us over saying the bus is ready to leave- yet again not at the planned time. On the flight home, I didn't even bother asking about snacks and meals. But then we stumbled upon the next issue- no tv, and no rentable iPad available. 4.5 hours of no entertainment at all- the only entertainment I had was listening to our entire party complain about how awful your company's service was during this vacation. The flight attendants said the Sunwing reps should have told us about the lack of tv and iPad so we can be prepared and download our own movies on our phones or iPad to watch on the plane. No such thing happened. Needless to say, it was a damn long and boring flight. It is very unfortunate that this special vacation of ours was tampered by bad service. I have flown with Sunwing in the past and I don't remember being this disappointed. Something must change, something must be done. Flight WG732/733 is not on your side. read more

Sunwing has a terrible way of cheating customers out of their confirmed refunds due to CTA announcements. - I made a payment to Flight Center for a vacation booked through Sunwing on the 10th of March 2020. - I inquired with my travel agent about what would happen if we could not travel (vacatio planned for 05-12 April 2020) due to COVID-19 on the 14th of March, the possible refund options, the process, etc. - I requested to know the process for refunds from my travel agent on the 16th and 17th of March. - On 17 March, I saw that Sunwing (per their website which I have screenshots of) was suspending all southbound flights, after clicking the link I saw that customers travelling between 17 March and 9 April could either choose to be refunded in the form of future travel vouchers OR request a full refund to the original payment method (credit card). - After reading the above policy on the Sunwing site, I emailed my travel agent to request a cancellation of my vacation and the full refund to the original payment method (I also emailed her the screenshots of the above mentioned policy). - On the 18th of March, I received confirmation from my travel agent that the cancellation request had been processed and that I would receive a full refund to my original payment method in roughly 3 weeks. - On the 31st of March, I received an email from my travel agent stating that Sunwing's policy had changed and that I was not longer going to be receiving a refund to the original payment method as originally requested and confirmed, but would instead receive future travel vouchers valid for 24 months. - I reached out to both my travel agent and Sunwing who both stated that I would not be able to get the refund as promised and that there was nothing they could do to help me recover those funds. I DO NOT find this acceptable as it is highly unlikely that my husband and I will be able to redeem the travel vouchers offered due to an upcoming change in employment and family planning. So basically you are forcing me to either have a child and take the almost $3000.00 loss of funds or put off having a child until after I can travel (and due to the change of employment that may only be in 2022). Terrible service and I feel that going back on the original agreement is dishonorable and despicable. read more

Horrible company. They won't grant refund after they cancel a trip. They give you credit and then charge more to rebook the same trip! Horrible customer service too. Spend your money elsewhere. read more

Unfortunately this was one of the worst vacation we've had so far thanks to SUNWING. Location : Iberostar Riviera Maya We booked the entire vacation through Sunwing with the hope that everything was going to be as smooth as other times when we used other companies (Westjet, AirCanada, etc.). Little did we know at the time that things were going to be very different. The package included transportation to and from the airport. This is where things evolved from bad to ...worse. The plane landed in Cancun airport around 04:20 pm and we were done with the custom and luggage in about ~1 hr. Although we got in contact with the Sunwing representative (and there were lots) right away, they were not able to provide transportation until around ~07:00 p.m. Every time we would try to ask any of the Sunwing rep. about the transportation, they would say "momento-momento" and suddenly disappear. Well that "momento" meant 1.5 hrs in the airport with hundreds of people taking busses to all directions. After we finally got into a van at around 07:00 p.m. the saga continued. The driver that Sunwing provided for taking us and other 2 x other families/couples had absolutely no clue about the locations where he was supposed to take the tourists. This is the only way I can explain how it was possible that he missed both hotels where he was supposed to drive these families to?. Unfortunately the ordeal continued for myself and my family since we were the last ones to be dropped to our hotel. Although the resort is easily located at about ~30 minutes away from the airport and on the main highway, the driver continued to drive around without having any clue about the hotel address. He would even stop the van on the side of the road and ask direction but that didn't help at all. The long story short is that we arrived at the hotel around 10:45 pm after spending almost a 4 hrs.in that van, instead of 30-40 minutes. You can imagine that the second day, we went to Sunwing representative (Mario form Iberostar Paraiso Maya) from the resort and explained everything that happened, and ask to make a complain but... no result. His response was that he would send "an e-mail to Sunwing". Multiple follow ups produced ...no results thanks to his blatant ignorance and zero customer service. We even had to go back to the same Mario from Sunwing to find out the details for our transportation for departure as there was absolutely nothing provided. At the end , we were taken to the airport for departure with more than 4 hrs. before our scheduled flight (let alone we spent ~ 6 hrs in the airport as our flight , and others-were late). In conclusion, we'll do everything we can to avoid booking anything with Sunwing and would advice everyone to think twice before booking any vacation with... Sunwing. Extremely dissatisfied customer read more

My husband and I have traveled with sunwing 5 times. We have never had a problem until this past family Christmas Vacation to Cuba. Upon returning I put my cell phone on airplane mode and tucked it under my right leg (I was beside the window) and fell asleep as the flight was at midnight. Upon arrival at Pearson Airport my husband woke me up and said people were getting off the plane. In a hurry grabbed my carry on and left the plane. After making my way past customs I went to grab my cell from my pocket and it was gone. Realizing I left it on the plane I panicked. I was not allowed past customs to get it from the plane. I went right to a help desk and had the lady working there at Pearson call the personnel on the plane and retrieve my cell. This was within minutes of me getting off of the plane. The lady at Pearson was EXTREMELY HELPFUL! Unfortunately it was too late , my iPhone was gone. We received a call from Sunwing the next day and were told that I must have left my iPhone back in Cuba ! Nonsense. I had it on the plane as I was taking pictures after boarding to come back to Canada. So whoever went into the plane to clean up stole my phone. I have my baby grandson as a screensaver. So sad that people are so dishonest and corrupt. I thought I'd try my luck again and call their customer service one more time today. This lady at sunwing was IGNORANT! She said I was mistaken and must have lost it in Cuba ! Again with the Cuba blaming ! I had my cell upon boarding in Cuba. I asked the woman at sunwing to put me through to her complaint department and she literally laughed at me and said "you can only reach them by email not phone" in a very snotty voice. I'm glad she thinks it is funny. Needless to say, after such a horrendous experience with the customer services at sunwing we will not be using this company ever again! So rude ! Also they claimed that Hotel Playa Cayo Santa Maria is a 5 star!! WHAT A JOKE! We had brown circular stains on the ceiling with holes poked through the middle , cracks in the corners of the walls, sand on the floor for an entire week as they don't sweep and our sheets were not changed more than once. I marked the sheet with my lip gloss to see if they were being changed and they were not. The beach towels were not exchangeable as the new ones were for new coming guests! What the heck! The booking says 3 a la carte and you actually get 2 and have to pay to increase to an elite member for more. I can say that the people at the resort were so amazing ! So friendly and hospitable ! Very kind and always smiling. Loved their energy ! read more

Sunwing Vacations - Travel Services Near Me - Etobicoke, Ontario

Booked a family trip to Mexico complete with travel insurance. Cancelled more that two months prior to the trip due to concerns of COVID. We were told we would have our refund in a week, seven weeks later and we are still waiting. read more

Stay away. The trip to CUBA (4 stars plus a so-called upgrade to Diamond Club) was horrific (I know... I know.. it's Cuba! But even there I think customers deserve the right to have toilet paper in the public washrooms, am I wrong...?) Complained to Sunwing once back in Canada, and they sent me $50pp in vouchers for my next trip (!) along with a letter from the hotel which DENIES any of the facts I stated in my complaint, basically saying it's my fault. Now that I think about it, yes.. it is my fault for not reading and acting on other reviews who sort of described the same experience. Spend your money somewhere else, not worth the so-called "deal" you're getting, trust me. read more

My husband recently purchased an all inclusive vacation through CIBC for myself and our son. In the past with CIBC we have had no issues and have been suggested wonderful vacation spots through the concierge team at CIBC Aventura rewards program. The reason for this email today is because I am extremely upset and disappointed with the quality and accommodations of this resort. On October 24th 2017 he booked an all inclusive vacation package with your Senior Travel Counsellor and he assured him that this spot was a excellent resort and we would love the accommodations and resort. Booking for December 6th 2017 to December 13th2017 to the Royalton White Sands Montego Bay. Bellow you will find a list of problems with our room and the resort. *Toilet lid and bowl broken *Floors extremely dirty in the room *Lights in the room broken *Tv broken *No running hot water 4 days out of the 7 *No internet in the room *No air conditioning at times *Air conditioning fan broken *Shower stall door broken *Food was not 5 star and was repetitive and kitchen area dirty *No crib for my son *No towels in rooms *False advertisement on the room we were given choice on *Room service food terrible He did however reach out to the manager and they were not able to move us rooms until the last day. The service with the staff was horrible and took them over 45 minutes just to get us drinks at night. We have had amazing times in Jamaica and have always had wonderful memories. On this vacation I can say that I have never been so disappointed and paid over $3000.00. I believe this was not a 5 star resort as promised and would never return to this resort The most upsetting part of the trip was when my son fell out of bed and hit his head in the middle of the night because we did not have a crib to put him in. This trip was a birthday present for myself for December 6th and was a complete fail. Please note I will be following up with Trip Advisor. read more

got scammed by on flight excursion sales over mexico trip. Been promised by flight attendant that i could save 25% over destination price and then found out that destination is cheaper. Flight attendant did not mention the sale is final and non refundable. I contacted Sunwing immediately during my trip in Mexico and they told me that i have to finish my trip first and then contact sunwing care and they will issue refund and it is my decision to go on that excursion for price adjustment or skip it entirely for full refund. Lies!!!! got response from Tracy.S Sunwing customer relation department and she refused to give refund and tried to play tax game and exchange rate. even with 16% tax and 1.31 US to CAD exchange rate, the $79USD excursion would only cost $120 CAD. Their customer service is a joke. Stay away from them!!! read more

Sunwing Vacations - Scammed by on flight excursion sales. Been promised 25% saving over destination, and it is not!!! - Travel Services Near Me - Etobicoke, Ontario

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DO NOT BOOK YOUR TICKETS WITH THEM I had a very unpleasant experience with sungwing', I purchased my all inclusive vacation package on November 17th 2021 to Rieveria Maya (Cancun Mexico) the day after my ticket was purchase I realized my husband's passport was expired by a month a half, however, I checked the requirements in order to go to Mexico you have to have a Canadian permanent residence proof to waive the visa requirement and my husband has that, I called escape and informed them they told me I will have to renew the passport in order to travel, I right away applied for my husband's passport renewal and because my husband's passport is from a third world country and due to the current situation in that country they could not replace his passport with a brand new passport however they granted him an extension of the passport via a letter and based on the travel rules, as long as you have an extension, you can travel with your old passport for up to 6 months, however, for my peace of mind I called the mexican general consulate and they said it should be okay he can travel with his permanent residence and the proof of extension of his passport but Mexican General Consulate told me to confirm with the Sungwing Airline as it depends on them whether to let you board the plane or not, I called Sungwing Airline and they also told me it should be okay as long as I have the okay from the Canadian Consulate, I called the Canadian Consulate and they confirmed I could go as I have the extension, and the day of our departure sungwing did not let us board the plane, their staff was very unprofessional when she saw the letter she couldn't even read what's on the letter when she called her manager to explain, and I requested to speak to her manager but she wouldn't give me the phone, then finally when I got to speak with the manager she was like she couldnt do anything as Sungwing refused, I called Sungwing they were like we dont work for the government we cant do anything, if this was the case why did they provide me with wrong information that as long as I have a proof of extension I can fly and I took their advice and did my duedeligence but the day of the flight they refused to help us at all, and now sungwing is not willing to do anything they are telling us to go to escape and escape told me they will not be able to do anything as sungwing was the decision maker in this matter, all I'm asking is that if they were not going to let me board with the passport extension letter why did they tell me they would, had they said they wouldn't I would have changed my travel dates or gifted those tickets to a family member, and when I pointed out that they provided me with the wrong information they told me "even if we provided you with the right information you wouldnt have been able to go as you had no time to make any changes" how's that possible, if they told me I couldnt go with the extension then I would have changed my travel dates or had another family member go. Additionally, I was also going through a medical issue at that time and I was hoping if I can't go at least my husband could, but there was no help, no professionalism nothing, the person who was in charge of the departure on the day she couldn't even read what's written on the letter, when she called to explain the letter to her manager she wasn't reading what's on the letter she was just saying whatever she felt like, I found it very unprofessional and knowing sungwing has a name and reputation they should really consider hiring people that are qualified, I don't mind what I went through, but seeing the lack of professionalism in the staff, the lack of inexperience in the staff was very frustrating, the whole purpose of my review is to bring to your attention what's really happening in this organization, the call centre agents are providing wrong information, the person in charge of departures can't read anything properly, the management lacks professionalism and ethics and they hang up on customers, this is not how a business operates. read more

Was not notified of refunds that were available for trips cancelled due to Covid. And now will not honour the refund even though I was not properly notified! Called and emailed several times with no help. They will not provide a refund. they also did not provide me with the extra $300 for accepting a voucher to begin with. When I asked about it I did not revive a reply. customer service is horrible. Do not care about their customers! Do not recommend! read more

There's an 80%-99.9% chance you'll regret giving your money to this company. To make a long story short, I battled with reps from Sunwing for about 3 years over a cancellation that they were faulty in acknowledging and unwilling to refund. After several attempts to resolve my situation with their staff, I ended up with nothing until finally resorting to contacting the Canadian Transportation Agency for help and was later provided with a travel voucher. The trip I booked to use the voucher was booked incorrectly through their staff, and I will admit by no fault of their own, that trip fell apart due to an issue with a third party company. Sunwing gave me an additional year to use the voucher to create a new booking, but AGAIN this was booked incorrectly over the phone with Sunwing staff. This time I was quoted incorrectly and my credit card was charged based on that quote. After my credit card was charged, I believed the booking was complete but within a few weeks, I went online to get my travel documents, but they were not on their website. When I phoned to inquire about my missing online travel docs, I was then notified that I was to pay them an additional $150.... less than one week before my trip. They explained that even though I was misquoted for this booking, I was now expected to pay the 'correct' price. I should also mention that if I had not called, I NEVER would have known that there was an owing balance for this booking. I was never contacted about this issue from Sunwing, and at this point in time, my trip was 1 week away. Why employ customer service reps at all, right?! Was I just going to pay at check-in at the airport? By the end of it all, it took my initiation with phone calls, speaking with over 20 reps during those 3 years to finally conclude my ordeal with Sunwing in 2013. Among those reps were 2 excellent women who I felt demonstrated genuine care about helping me resolve my issues with the company. It wasn't until I wrote to head office praising those 2 women that ....low and behold....a manager actually wrote back to me, within days I might add...and not really about my situation, but to say a two-liner "thank you" for submitting positive feedback about the staff! Interestingly, every time I called in 3 years, I asked to speak with a manager, who never seemed to be available. Now I had one, sitting behind her computer screen hiding from real confrontation! Had the voucher not been over $1000, I would have just let Sunwing keep the money to save myself the headaches! It didn't help that for the amount I paid for this trip, the flight staff were rude and petty over drink servings; the breakfast sandwich served on board my 4 hour flight was burnt, hard and almost inedible; and the feature presentation movie was improperly timed so the ending was never aired. Good job flight crew! What's the lesson kids? Don't book with Sunwing unless you are absolutely sure you will never EVER need to cancel or adjust your booking (even if you pay for the travel insurance)! Spend a few bucks more (if you can afford it) for actual service from a good travel company or airline!!! read more

TERRIBLE EXPERIENCE, or should I say LACK of experience since Sunwing CANCELLED our flight and as a result the entire trip. A group of around 30 of us were supposed to go to Panama for a week in April and Sunwing decided, relatively last minute, to cancel the plane and as a result our entire trip was cancelled. I would never use Sunwing again for any of my travel needs, nor would I ever recommend it to anyone. In fact, I tell everyone I know about Sunwing cancelling our trip and tell people never to use them. read more

Sunwing is absolutely THE WORST airline in Canada that you can fly, guaranteed. Took a vacation last year with them and already going into this vacation well aware of all the completely horrid stories I heard about Sunwing, I was clueless and thought to myself, "how bad can a 4 hour flight be to the sunny south?" --- well what I can say is that our 4 hour flight lost us a full, complete day (yes, 24 hours, actually around 22-23 hrs) with never-ending delays and the worst, just pulled out of my arse excuses from their flight crew. Oh and if you truly think you will change things, that YOU will get some money back after Sunwing destroyed your vacation? Think again. Think long and hard and even read the reviews on Facebook. After no customer service at ALL to help us when we got home, after weeks of fighting to even get acknowledged that I set foot in one of their outdated planes, let alone talk to someone which would lead you to some form of reimbursement (and I don't complain vocally like this ever) is coming... All I can truly say is NEVER fly this airline. Never. Ever. read more

My wife and I were married on December 11th and due to both being hospital employees could not get honeymoon time off together until early April. We decided to book a 5 star Cancun vacation with Sunwing because they were one of few companies offering 5 night vacations out of Toronto for a good price. We ended up selecting Sens Del Mar as our hotel because they advertised a special honeymooner package procured simply by presenting a wedding certificate dated within the last six months at check in. This package included VIP check in with cocktail, free upgrade to best room available, fruit plate and bottle of sparkling wine in room, romantic dinner for two with bottle of wine, and something else that is slipping my mind. Despite simply saying to present certificate at check in, we still emailed ahead for the honeymoon package and did not receive any response. Upon arriving 3 hours early to check in for our flight, we requested the favour of exit row seating due to me being 6'9" and us being on our honeymoon. We were informed that we could have the upgrade, for $40 a piece just like everyone else. After boarding the flight and me having to hang my legs in the aisle, we were told by the flight attendant that we had to move to the exit row because they couldn't get the drink cart down the aisle. The bad news? There were not two seats together. I did not get to sit with my wife on the plane on our honeymoon, which was our first vacation and flight together. Upon arriving to check in, we were ignored for over ten minutes while the staff chatted behind the desk. We were eventually helped, and the hotel claimed no prior knowledge of our honeymoon. It is convenient how they on the booking site have no way to inform them, and they also ignore your emails, but you are somehow supposed to let them know. After photocopying our marriage license, we were upgraded. We weren't upgraded to the best room, but simply from street view to ocean view. The next morning we met with a Sunwing rep and informed her that we had not received anything promised in our booking. We hadn't even received the bottle of tequila everyone gets from Sunwing at this point. She feigned shock and looked into it for us. She came back to let us know that this was all news to the hotel, and they needed a copy of our marriage license, which they had already copied 12 hours previous. The sunwing rep promised to get back to us with the rest of our package. We eventually got a tequila bottle from her in the room the next day, but otherwise never saw or heard from her again. On the trip home, we spent 90 min in the airport waiting to check in. When we finally checked in, we found out the flight was delayed another 90 minutes for unspecified reasons. Once we finally got boarded, I found out to my delight that the Sunwing agent had assigned me a middle seat at 6'9 265 and my wife a window seat for a 3.5 hour full flight. A 5'0 french speaking lady was given the aisle and refused to trade because her friend was sitting across the aisle. We then sat for 2 hours on a full plane while waiting for a repairman to take his time showing up to repair a chair that would not stay upright so that we could leave. During this time, a flight attendant remarked as to how uncomfortable I looked but no assistance was given whatsoever to remedy my visible discomfort. After being wedged in that chair for 5.5 hours, we finally got home with my entire body in pain. I have a picture of myself jammed into the middle seat for reference. I emailed sunwing to complain about how poorly we were treated on our honeymoon and was returned an auto response letting me know that my email would be addressed in 4-6 weeks. Never again, Sunwing. Their employees had their hands out for tips the entire trip but did absolutely nothing to ensure their clients had the experience they were even promised, let alone even think of trying to go above and beyond to make a monumental trip memorable. read more

If you're ever been to/are planning an all-inclusive vacay, chances are quite high that you'll eventually book something with Sunwing Vacations. There's no real way to avoid it! I don't have much to complain about on my most recent experience with Sunwing. Trip was booked with Tripcentral, flight left/arrived on-time, passengers were given something to eat/drink (sandwich/pizza) - and "Champagne" on the way there, a movie with free headset was provided, etc. The reps at the airport were quick to direct you as to what to do/where to go and luggage was processed properly. Nothing lost. Sure, unlike Air Canada you don't have your own screen, but no biggie. I was able to watch the movie without any problem. Experienced some near-death moments in the way of turbulence, but got through it alive. What I do find weird is that they don't provide coffee/tea service. Only a red/white wine with your meal or juice/pop. read more

Duration: 4 1/2 hours Service: Alright This was the first time I have ever traveled with Sunwing. I was travelling to Veradero, Cuba with a group of friends. I tend to travel a couple of times during the year overseas- generally with internationally known companies so this was an experience. (Note: there's rumours that Sunwing is expanding their company and there will be flights all around Europe) On the flight, they offer their clients champagne for FREE to celebrate the vacation. I thought that incentive was cute. There's an option to upgrade your seat of $25, pretty much an upgrade for for leg space. A lot of times within a 4-5 hour flight the airline does not include food. But to my surprise they gave us food and dessert. It isn't as fancy as a regular flight but good enough to put you to sleep right after. Overall the flight was decent except for the landing. I thought I was going to die; I am dramatic but the landing for the flight was terrible. Good thing they had a different pilot for my flight back to Toronto. To be honest, it wasn't a terrible flight at all- maybe just the landing. I mean for the amount of money you're paying for the flight, don't expect it be to Cathay Pacific whether the service or space of the seats. Verdict: 2.5 read more