Sunwing Travel Group

Negative experience: As it is my 3rd experience with sunwing it's really disappointing that it always dealing with poor hotels and services I have to stay 9 hours in a small airport with no service with 2 kids because of poor arrangements and 0 understanding hotels I would never book with sunwing again and nor recommend to anyone I know to book with sunwing #sunwing #riu Playa Blanca

Fantastic experience: Always the best price comparing other vacation companies.

Negative experience: Be careful, this company is a scam, don't be fooled. I am filing a formal complaint against this company for fraud and deception. Important Warning About Sunwing Please be cautious when dealing with Sunwing vacation, Many customers have reported experiencing false promises and unsatisfactory services, leading to concerns about the company's practices. It’s essential to research and read reviews before making any travel arrangements. Do not be fooled by attractive offers or promotions. Protect yourself by staying informed and considering other options.

Negative experience: I need to say that you need to train people working in the airline, the most important thing for me is that they treat me well, I was very excited about my vacations, I went to the lady that was there in the check-in area because the machine wasn't responding so I was calling her since she was ignoring us (my husband and me), she just respond very rude to me, she was angry telling me " I'm talking" but I just saw she didn't want to help me since the begining, so I started my vacation with this very bad attitude from your personal, that really disappointed me, something so simply can change the idea I have of you, nobody treated me like this before in the airport or eather in Canada I prefer not to say what country she seems to be from, but anyone can imagine, if you're having a bad day it's not client's fault

Fantastic experience: I want to take a moment to thank Lamya Bellili the incredible travel agent who went above and beyond to assist us with our trip to Cuba. We had initially booked our vacation for April, but due to a critical surgery my husband had to undergo during that time, we were unsure how to proceed. In a very stressful situation, Lamya Bellili stepped in and completely rearranged our travel plans for a later date, saving us from losing any of our money. I was amazed at how efficiently and professionally she handled everything. Her attention to detail and dedication were truly exceptional, and I’m so grateful for her support. I highly recommend Lamya Bellili to anyone looking for a travel agent who genuinely cares and makes things happen effortlessly.

Negative experience: worst travel airline ever. Left us stranded in the airport in cuba for 30+ hours. We slept on on the floor at the terminal. Stay away

Negative experience: Don't be like me and read the reviews. Sunwing is terrible!

Fantastic experience: So far we have had wonderful people to deal,with when booking, paying and travelling. They have been friendly to deal with and professional. We have had great customer service from them. We love flying Sunwing to Cuba.

Negative experience: I think its extremely important to be informed as a consumer. My family and I were trying to book a family vacation to Jamaica and were having trouble on the website. It seemed to be a system error that required inputting a child as a adult (so it would charge as a adult price - which was fine, we just needed support actioning this). We started the request for a representative to help on Oct 1st, 2024. The agent (Omieka Yearwood) that assisted informed us she was encountering the same error, but would be able to reach out to the hotel directly to bypass and get us booked up no problem. We trusted the process, but followed up continuously to try and get the vacation booked as we had other family members that wanted to join on the vacation and were waiting to book. After limited response turned into no response on Oct 16th we relentlessly didn't give up until we spoke to the agent (that day alone spent 3.5 hours on calls, on hold, etc). Her approach and demeanour had completely shifted to informing us no price was guarantee and they change from hour to hour and that if she took one of our family members traveling with us and swapped them for a kid she could book us but it would cost an extra $4,200 vs what she quoted us before going radio silent. Unapologetic after 15 days of the run around - we asked for a supervisor. Left on hold for extended periods of time she came back to us 4 times to let us know no supervisor was available and to call back in to the general line for escalation. We had spent minimum 10 hours trying to contact this agent that went radio silent while other agents told us they didn't know how to help as she was the one person who had contacted the hotel and had the information. While we explained we felt this was a total missed opportunity and that if I was in leadership I would want to ensure this would never happen again to a customer and that we needed to speak to a supervisor. It took over an hour to get a supervisors name and contact info - with no actual extension. I have never seen a process so broken / failed with such an established company. While these 15 days passed we lost all of our back up spots to book and the prices increased significantly. I have booked with Sunwing before but wont ever again and feel like the fact we "fell through the cracks" in this process means others also have experience something similar. I hope senior leadership can put in 24 hours mandatory follow ups for agents, cleaner call trees for agents to be able to escalate to managers when support is needed and better back-end systems so notes and details can be shared between agents to better support customers.

Fantastic experience: I want to express my heartfelt gratitude to Maurizia, a Sunwing flight attendant who truly went above and beyond during our return flight from Cancun to Toronto. My wife and I were traveling with our 6-month-old baby and were seated in the row directly in front of the emergency exit. Unfortunately, this meant our seats couldn't recline, while the row in front of us was fully reclined, leaving us with very little space—especially challenging when traveling with an infant. Maurizia not only recognized our discomfort, but she also took the initiative to find a solution. She noticed an empty seat in another part of the plane and kindly asked the passenger sitting in the aisle seat of our row if she would be willing to move, allowing us to have the entire row for ourselves. The other passenger, being a mother herself, was understanding and had no problem moving. This thoughtful gesture made a huge difference for us, making the remainder of our flight much smoother and more comfortable. It’s rare to encounter this level of care and attention nowadays, and it truly enhanced our experience. Thank you, Maurizia, for your kindness and for going out of your way to ensure our first trip with our baby was as stress-free as possible. Sunwing is lucky to have such a compassionate and attentive employee!

Negative experience: regret and regret even before getting on the plane. Most of employees are lacking trained and have no idea what they are doing. Each department can not even communicate. This company is less than a mini convenient store quality. specially the fraud and prevention stuff..perhaps they are still in 1980s? Email information are unclear because they do not know what they are doing. one said, Just reply Email, so I did and the other said, can not accept digital form and the other Said, not sure if they do or not...what kind of zoo is this...wish there are minus stars that I can give.

Negative experience: Please don’t ever travel with Sunwing, the worst travel company there is. I booked a package to Varadero from Aug 7-12, it’s my first time taking my family out for vacation. I travel with Sunwing once back in 2016 to Varadero and it went well so I decided to take parents there. It started with the flight, we couldn’t check in online so we got the worst seats, last rolls besides the stinky toilet both way. I don’t understand why they have to give us the same seats on our way back, does those seats have our name on it? Then when we finally get to Varadero, our luggage was missing. Imagine you’re in a foreign country with no luggage. Me and my mom shared the lost luggage and had all our stuffs in it, we didn’t even have one extra underwear or toothbrush. Sunwing did offer us $100 compensation but we couldn’t use the money until 2 days later. We had to pay for a low quality but over priced bikini in the hotel store for USD $52 so I can at least use the bottom as underwear. When we got to the resort, the resort looked so different than the pictures on the website. The receptionist were not friendly there, and they didn’t explain anything about hotel or facilities to us. And we waited 15-20mins for the bell boy to showed up and take us to the hotel room. And apparently the bell boy supposed to helped us bring the luggage into our room and introduce the room to us but he just left us on the road without helping us bring the luggage, even we tipped him. And I paid extra to upgrade the rooms, but the hotel rooms were a dump. If I knew the upgraded bungalow it’s that far away from the main lobby which where all the main facilities are, I would not even choose the upgrade. It’s 8-10mins walk from our room to the lobby and my dad has some issues with his legs when he has to walk that far as well. We got there around 10:30pm, we walked in the room, non of the light switches worked. They also gave us the farthest room in the resort, so I felt like we were in an abandoned building. I had to use flashlights to find a lamp and plugged it in the dark so we can have light. The bathtub and toilet were kinda clogged for both of the rooms, all other facilities looked so old and dusty. I kept having allergy symptoms when I slept on the bed. My skin was full of rushes for a couple days, and when I tried to see the doctor in the resort can give me some pills, and it’s the doctor’s dayoff. Also the day trip we booked to Havana was 1 hour delayed from the pick up time. And there was a snake in my parents room one night, we called the receptionist but no one answered. Until they finally picked up and said they will send someone, no one ever showed up that night. My dad had to trap the snake with an empty garbage bin. When I thought our nightmare is finally over, we could come back to Canada, our flight was 1.5hr delayed. But the transport pick up time was still the same, so we stuck in the airport with no AC and internet from 6-10, a whole 4hrs. We got back to Toronto close 1:30am, and it took us till almost 3am to get our luggage. My friend had to stay up late to pick us up. I just don’t understand how could everything went wrong like that. From the flight, lost luggage, resort, delayed flight. The whole trip was a huge disaster, when we sat in the airport waiting for to come home, I felt like a refugee in Cuba. I’m so disappointed in sunwing, I also feel sorry for my parents that they have to go through all this. I even chose one of the better resorts on sunwing websites and upgraded the rooms but it was still so awful. When I tried to complain to Sunwing, they only gave us $200 vouchers. With all these things we went through, I already clearly told them we’ll never travel with them again, but they wouldn’t give us any actual refunds.

Negative experience: Save yourself the trouble and take your money somewhere else. Always delayed and do nothing to accommodate their clients. Sitting in the hotel lobby for 8 hours and not being given a room because the flight is not “ 9 hours delayed”. Worst service in the hospitality industry.

Negative experience: Avoid Ocean Blue & Sand: A 2-Star Motel Experience Masquerading as a Resort Our recent stay at the H10 Ocean Blue & Sand Resort in Punta Cana was nothing short of a nightmare, far from the 4 or 5-star experience we were led to expect. This place is a tourist trap, offering only 2-star, motel-quality accommodations under the guise of luxury. From the moment we arrived, the check-in process was chaotic and poorly managed. The front desk staff were unhelpful and provided no clear instructions on how to navigate the resort. Instead, they kept directing us to a sleazy timeshares salesperson. Our room wasn’t ready upon arrival, and despite asking for our Sunwing representative, we were handed off to the same timeshare salesperson. This individual was relentless, even going so far as to sit with us during breakfast—an invasion of our privacy. After we declined their 'privilege' program, the treatment we received from the resort staff became even worse. It took almost two hours just to get our room keys. The room itself was a major disappointment—outdated, with a broken bed and red stains on the white couch. We reported the issues immediately, but nothing was done to address them. Housekeeping failed to service our room on the second day, leaving us with stained sheets that were not changed. When we complained, the front desk cited local elections as the reason for the understaffing. How is this acceptable at a so-called luxury resort? To make matters worse, we discovered roaches in the bathroom—an appalling oversight for a resort of this caliber. Despite documenting this, nothing was done to rectify the situation. The buffet was subpar, the reservations app was constantly malfunctioning. We were hustled out of $190USD from front desk staff for $4USD medicine for our baby. The beach has sand fleas, and by day six, the situation worsened with no hot water, and the tap water running black. Throughout our stay, the staff showed a complete lack of interest in guest satisfaction, prioritizing their timeshare scam over genuine service. In conclusion, avoid Ocean Blue & Sand in Punta Cana. This so-called resort is nothing more than a tourist trap that fails to meet even the most basic expectations of cleanliness, service, and quality. We hope our experience serves as a warning to others and prevents any future guests from enduring such a miserable stay. I submitted multiple complaints, supported by evidence, to Sunwing's headquarters in Etobicoke, demanding immediate attention and urging the removal of the Ocean Blue & Sand Resort from their offerings to prevent other guests from experiencing illness. Sunwing’s response was dismissive: "We cannot control the experiences of our guests," effectively shirking any responsibility for promoting such a hazardous resort. This resort poses serious health risks. Furthermore, this experience has irreparably damaged our trust in Sunwing, and we will no longer use their services. In conclusion, Sunwing's handling of this situation is unacceptable. It is evident that the company’s current practices fail to address the legitimate concerns and difficulties faced by its customers. I urge you to take decisive action to rectify this issue. Canadian families deserve better, and it is Sunwing's duty to prioritize our well-being over profit.

Negative experience: This airline is the biggest scam that I've ever seen. I tried to do my online check in the day before my flight with my partner and we received an error message stating that something was wrong and we'd have to do our check in at the airport. We show up and I was told that I had to pay extra for an emergency seat since I didn't do the online check in 24 hours in advance. I explained that we tried and received an error and was told that was because of my partner is not from Canada, but I still had to do it 24 hours in advance. There was no message indicating this at all on the website, just to come in person to do the check in. So they charged me an extra $65 for an emergency seat. I asked to speak to the supervisor. The supervisor then ADMITTED to me this problem happens all the time, they are aware that there is no warning or messages available to inform customers about the 24 hour rule and the risks that are implied. And even after voicing my concerns and explaining that I already tried, the response I received was pretty much "too bad, so sad". The flight itself was a joke. Very tight seating, the staff was rude when I asked for help finding my seat and they offered practically nothing to the customers flight without charging for it. All they had for free was a small water or tea. I understand a 4 hour flight isn't long but all they didn't have any food for free, not even a simple snack. What a cheap and horrble airline... I'll never be flying with Sunwing again. I wouldn't suggest using them unless you enjoy being scammed.

Negative experience: You get what you pay for. Return flight was more than 5 hours late, with zero information and zero help from nonexistent airline employees.

Negative experience: Never book with sunwing, they are major scammers. I have to say i am very disappointed in Sunwing. I tried to book a trip for one price online and because i tried to use a voucher(survey voucher) that didn't work online but should have, I had to call in and the trip magically raised in price by the voucher amount when on the phone. I am disgusted in your anti consumer practices and will be choosing another airline for my vacation needs.

Negative experience: They changed my seat on the plane last minute and I’m claustrophobic. Got to resort and they tried to make me and my fiancé take a two bed room…. liquor doesn't work in my room either. Had to put all the furniture back in the correct spot making me question if the room is sanitary. You’d be absolutely crazy to not just book a random hotel or even air bnb. I’ve been to Carrillo more times than I can count and Sunwing is hands down the worst experience I’ve ever had while costing more. Total scams the room smells like feces with a backed up toilet too.

Negative experience: DONT USE SUNWING!! I will never travel with them again. The following are the problems that I’ve faced: 1. They moved 1 member of my traveling party to the next day. So she’s traveling alone and missed 1 whole day of her vacation. They said that the only thing that they could do was cancel our trip. 2. They changed our flight time and airline twice. 3. We were supposed to go with Sunwing and have our luggage included. Then they switched us to Westjet airline and we had to pay for our luggage. We were not aware that we would have to pay for it. Get better Sunwing. All of our travel problems were resulted from your mistakes.

Negative experience: I can’t begin to tell you why I wouldn’t book with Sunwing again. From the absent travel wing rep at the resort to the lack of service you get when a problem arrives. Not to mention the communication is terrible. Do yourself a favour.. book with a more reputable airline…because these guys are not it.

Negative experience: Please do yourself a favour and DO NOT EVER BOOK with Sunwing! My experience dealing with Sunwing was an absolute nightmare. Sunwing does not care about the Health & Safety of its customers. I purchased a Cuban travel package with Sunwing. And got very sick at the Resort. I got very sick because the resort was absolutely filthy and they did not have proper Health & Safety Procedures. I got extremely sick due to food poising. Please watch the videos. This was my room. I can promise you the kitchen had unsafe food handling procedures. I brought up my concerns multiple times with the front desk at the resort. I contacted Sunwing cares via the Sunwing APP. Sunwing showed zero concern for my health and safety. When I was finally able to get a return flight back to Toronto I asked the Sunwing representative at the resort multiple times for a boarding pass or ticket or documentation of some form to confirm I would be on the flight. The Return flight was not showing up in the Sunwing App, so I informed him of this. I literally had no documentation at all to confirm I would be on the flight. I asked if he could print something off for me - anything to confirm I was on the flight. The Sunwing representative refused. He told me I would be getting a boarding pass at the airport. When we got to the airport after a 1.45H bus ride which was 40 minutes late. I waited in line for customs. The customs agent did not understand why I didn’t have a boarding pass or why I was not showing up in the system. She had to call a co-worker to try to troubleshoot their system. The co-worker could not resolve the problem and had to call their manager. The manager informed them to check the flight manifest and only in there was my name listed. It took a long time for them to resolve this and to print me a boarding pass. Please understand this is when I am extremely sick, I have been extremely sick for the last few days and I am completely dehydrated. Two customs agents and their manager focusing on one person in a small airport in Cuba causes a bit of a scene. Everyone’s eyes were on me, especially security. This was an intimidating experience. One that could have easily been prevented if Sunwing gave one iota of service and simply printed me a boarding pass or ticket or some form of documentation that I was on this flight. The Sunwing Agent I dealt with at the resort was named Wilvy or Willy. He did not care at all about me or my wellbeing. He couldn’t even print one piece of paper for me. The return flight was delayed. There is turbulence on the plane and I’m feeling sicker than I ever have in my life. A few minutes earlier I saw blood in my stool. The night ends with me in the Emergency Room. Sunwing knows I took this return flight for medical reasons. No one from Sunwing follows up with me. No phone call, no email, no nothing. Sunwing clearly does NOT care. I was marketed a Cuban travel package that would lead to fun. Not a Cuban travel package that would cause me to get so extremely sick that I end up in the Emergency Room. I almost died. I filed a complaint with Sunwing Cares and over a month later I got a quick response with a $100 voucher. Is this right? Is this how customers should be treated? Don’t Ever Book with Sunwing!

Negative experience: Purchased a flight to Costa Rica to help a family member that had been shot. I paid for the Manulife no stress travel insurance in case I needed to change a flight. It said I could change it up to 3 days before the flight. Not knowing the condition of the member of my family I needed to extend my stay and went to change the flight 5 days before my return and was told it was only allowed to be changed. It had to be changed 3 days before the departure flight. So they sold me insurance that was already void since I bought the flight 1 day before departure given the emergency. They simply told me too bad you selected it and told me they would do nothing. Horrible company with no morals will never use them again .

Negative experience: Hands down worst customer service from a Wedding Account Manager. I was only asking of a possible alternative to attend my cousins wedding as I am unable to attend the full week, and instead of a simple "that's not an option that we offer but let me try to help you attend" I got "contact that carrier if you want that carrier". Clearly a fail in understanding and poor customer service skills. Her signature even advised helping to quote out alternatives. Just a joke!

Negative experience: I have to say that although the attention of the hotel staff was excellent, I feel deceived and scammed by Sunwing Travel Group. The bad experience started from the moment of making the reservation, the Sunwing website was not working and the application also had problems, to reserve seats on the plane I had to call customer service and provide my credit card number over the phone. It was a 7-day reservation at Sunrise Miches Resort in Punta Cana. This property has recently been sold to another management and I'm sure Sunwing knew it, however when I arrived at the hotel I found that more than half of the services including restaurants and bars were closed to the public. They only have one buffet table for breakfast and lunch and for dinner, only three restaurants, and half of the bars are out of service. In other words, I have paid more than CAD 4500 to enjoy a resort that was not fully operatinal. In my opinion, Sunwing should notify on its website about this situation and let customers decide whether or not they want to go to this resort under these circumstances. As if the bad travel experience wasn't enough, upon returning to Toronto, we had to wait two hours to pick up our luggage, horrible travel experience. I would definitely not recommend or use Sunwing for future travel plans. My advise, be careful and spend your money in a valuable travel agency.

Negative experience: They give you a voucher by email with no expiry date then when you try to use it because you think it’s still valid it’s expired!! They aren’t willing to do anything to help you money is just gone. Worse even is the supervisors are even worse then the people answering the phones. I will 100% not be flying with Sunwing anymore they have lost a customer.

Negative experience: Sunwing Sunwing has vertically integrated and essentially operates all the hotels on the island of Cayo Largo. Flights arrive on a rotating schedule from Canada’s major cities. Prices go down as the trip date nears. I traveled in January 2024 with a group of 30 people. Medical Warning! About half our group showed signs of mild to severe food poisoning. Vomiting and diarrhea very common. Some guests were actually hospitalized. These poisoning’s were apparently common among groups in the weeks before our arrival. Flight: Our departure flight was delayed 6 hours, slicing one sun day off our 6 day stay. Flight is what it is. It’s a discount carrier. 737 8 series. Everything onboard at an up charge. Flight delays and maintenance issues very common with this carrier. No compensation. Accommodation: We as a group paid a base rate ranging from 800 to 1300 per person. (Add approx 100 for insurance, 100 for seat selection, 100 for extra bag, 100 for cancellation insurance, etc) Occupancy during our stay was about 60%. Rooms were clean, quaint, and comfortable. Decent newer beds, linens, patios, and furniture. It rained one day and many of our rooms were flooded. Electrical issues followed. Several people in our group slipped on wet tile and were injured. Ambulances came and went constantly during our stay. Each room is rationed 750 ml of potable water per day per person. Drinking water is difficult to come by, and dehydration was common. Unfortunately NONE of the rooms are secure. Patio doors don’t lock and some front doors literally blew open in the wind. Our room was robbed, bag’s rifled, 300 in cash stolen. When we reported theft, we were interrogated, intimidated, our room and luggage searched by security. Told we were the only theft in 30 year history. This was the most disturbing event of entire holiday. Forced to sign letter that we would not report to police. Resort security were surprisingly aggressive. There is NO toilet paper at this resort. Hard to believe, but totally true. NONE in your room or the public toilets. Mid stay each room was allotted one (1) roll. You MUST bring your own. Guests who didn’t know about shortages, were apocalyptic. Especially since about 50% of us had the runs within 48 hours of arrival. Food: They say; you don’t go to Cuba for the food, but it’s much worse than you might imagine. Rice and pasta are the staples. Some plain chicken and pork. All poor or cheap cuts, menu virtually identical every day. No fruit or vegetables to speak of. Canned peas and carrots. Occasional unripe pineapple. Every meal cold. Food handling and hygiene was poor. Raw chicken sitting out in heat for hours, unnamed local “Fish”, every buffet item a genuine mystery. It became a game to guess what we were eating. Shortages of everything in Cuba. Beverage: There is no wine at bar or restaurants. Beer is available but it was not uncommon to have it sporadically run out. Rationed out in 4 oz Dixie cups. Very few international brands of booze, mostly local. No mixologist. Every bartender makes every drink different. lol Beach: Sand filled with stone and sharp shells, never groomed. Lounge chairs all busted, worn, and in short supply. Pretty good hike to get to beach. Not a good resort choice if you have any mobility issues. Very difficult to access the ocean as the surf has washed out the beach to form a 10 to 20 foot cliff. Cant swim in the ocean anyway as constant surf and heavy under-tow was extreme. A few brave souls would try, and quickly be striped of bathing suits, or tossed back onto the shore. General There are several primary needs for any traveler. Food, water, shelter, and security are top among the list. While this resort is in a beutiful location and shows great promise, it is poorly managed, run down, and sorely lacking in basic amenities. Food is borderline edible, perhaps dangerous, water is difficult to get, rooms are not secure, many things tired and broken. I would go so far as it say this resort is UNSAFE, borderline dangerous.

Fantastic experience: We have used Sunwing for 2 all inclusive vacations now and both trips went well and was impressed with how organized the trips went!

Negative experience: If I could give the company 0 stars, I probably would. While trying to book our vacation, I couldn't process our payment by myself. I had to call in. The agent that helped missed the last letter of my daughter's surname. I had to call back to get that corrected. We had our vacation booked. The images shown were not the same as reality. We booked for Royal Decameron Complex. We paid for our seats on the plane going and coming back. The flight crew was nice, no problems there. The issue I had was on the day we were leaving, I tried to complete Flight check-in, only to have to stop several times because either 1- they assigned us different seats than the ones we prepaid for, or 2- they tried to charge us for the 1st checked bag Free. Then when contacting customer support either through the app (no one replied back after the Virtual assistant transferred the chat over, or via email, or our rep at the resort. Each one said they can't do anything about the seat change, but when asked if this was our request because it was completed by a supervisor, I told them to give us back our seats. They said that they couldn't and that I would get reimbursed. Then as we were leaving, instead of a bus transfer like what brought us to the resort, they sent us a taxi, which I did not mind because we did not have to pay. But SunWing needs to renovate the resort badly. The people were great and the resort was nice, the food needs a bit of help and the rooms in certain sections, such as the one we stayed in. You can see the room we got.

Negative experience: Customer service is terrible. My first time booking with them and I won't even recommend my enemies. When having customer service in other countries, they need to give them proper training.

Negative experience: I've heard a lot about Sunwing. But I got the worst experience. I paid for the package to Cancun. Arrival time in Cancun is 12am, and we have to wait until 3pm to check in the hotel. The customer service didn't solve anything about this. All the services are insensitive and have no expertise. We have to wait 15 hours at night. It's the worst and I'll never trust it again. Don't use it everyone.

Negative experience: Customer service was not even trying to pretend to be helpful. This was the first time someone from customer service replied “is that all for today, goodbye” and hung up the phone on my face. Sunwing is not a small company and this poor customer service is surprising to me.

Fantastic experience: Had a great experience talking to a representative named Hunter she was amazing went above and beyond to help us out! She was friendly outgoing and an absolute pleasure to talk to! Her customer service was excellent and she made booking our trip so easy! After dealing with a horrible agent prior, speaking to her made us feel better and at ease! Thank you Hunter!

Negative experience: Called and dealt with a horrible agent named Roberto the worst of the worst refused to help refused to transfer us to a different agent and was straight out and rude. Did not know how to do his job properly and should not work in customer service. This agent has no customer service skills at all.

Negative experience: Brutal airline. Flights leave late. Sitting here at baggage claim 1.5 hours after landing and still no baggage. They lie and say the conveyor belt is having technical issues. The worst.

Negative experience: Everyone please do yourselves a favour and avoid this nightmare, I did my wedding with them and everything that they did was horrible, the agent in charge of my wedding was horrible to deal with, no one could get a hold In a timely manner, they hated talking over the phone and always had automated emails, not to mention how many times you’d get a out of office vacation email at the most crucial times. Names were input incorrectly, and the list goes on and on literally of how bad a job they did. This service is suppose to make it easier and smooth for the couple but it’s the furthest thing from that, stress beyond belief and a literal nightmare. We had a group of close to 90 and the amount of people that came to us complaining of how bad the service was and how they couldn’t reach who they needed to speak to in a timely manner is appalling. If you wanna automate everything and not talk to anyone hire some bots. They charged me for premium liquor and gave me no name brands, they told me to put chandelier lights and misrepresented it with pictures that looked nothing like what was in my tent, they were the farthest thing from elegant with very ugly flood lights in the corners, they put my uncle from Italy in a room with My friend who didn’t know each other even though they both booked single occupancy, they charged my mother extra $200usd so my uncle could impede her and my dads privacy on my wedding to sleep on a pull out with no sheets because obviously he’s not staying in the the room with the random friend especially when he paid for his own room. After 6 months they refunded the 200 and simply said sorry like that is normal practise for this situation, like they didn’t totally mess plans up and ruin things, was very embarrassing for us as a couple having my uncle from Italy sleep on a pull out with no sheets and take away from my parents privacy on our wedding week. I’m more than happy to explain in more detail how bad of a experience it was as there is way more to this nightmare than can fit in one write up, and still this is ongoing as customer service is non existent, they just pon off problems to different departments take forever to answer(months for a reply) and they just love to say sorry without actually doing anything about the issues. AVOID AT ALL COSTS, or be prepared for disappointment after disappointment. I’ve also been waiting over 3 months to receive a voucher credit for cancelation insurance so if you think that has you covered, think again. The voucher will probably expire by the time anyone does their job properly or gets back to you. This company likes to play with peoples money, very prompt and on it when you wanna initially book or pay them but once they have your money, good luck.

Negative experience: Although we PAID for Diamond Club, we did not receive ANY Diamond Club services. 1st Room 232301 - No A/C and Fridge has leaked water all over floor, nothing in the fridge drink wise not even water. Went back to Reception and they change our room. As Diamond Club members, we expected as promised a Mini Bar, with Water, Beer and Soda. We under stood why the fridge in 2nd room would be empty, because we were booked for a different room with Diamond Club Service. room changed to 22210 Condition of room, was way below, what we expected for Dimond Club Premium Room. Toilet flusher was broken, the dresser door was hanging off, Tall Lamp plug was broken with open wires. September 14th 1st afternoon approx. 1pm, went back to room, No Water or Beer or Pop in fridge, the $5.00 tip we left in fridge was gone and the tip left tip on dresser for maid. Floor had not swept, no clean towels, just the ones we used that morning, exactly where we had left them. I immediately went to the Sunwing Butler’s Office, as told to do on Bus ride from Airport to hotel. The sign on the door said they were open 7am to 11pm. I waited over an hour for a Sunwing rep to be available. I explained the issues, she looked us up on the computer, said she saw the room change and apologised and said someone would go by our room before 5pm and fill our fridge and get us clean towels. We went to the main pool for a few hours retuning to our room around 6pm, no one had been by, the fridge was still empty no clean towels. Immediately went back to the Sunwing Butlers Office, there was no-one there. I asked one of the girls at the main desk, when the Sunwing people would be back. She said they should be there she did not know. I then explained my situation to her and she confirmed, I had to wait to speak with the Sunwing person. Eventually, the Sunwing person arrived, I explained the situation and that I had a medical condition (I pointed to my medical alert bracelet and said I needed to take pills 3 times a day and having water in my room was of high priority. The Sunwing person apologised, said she would speaking with the supervisor, but it was too late to fix tonight. September 15th The exact same thing happened, the maid had made the bed and emptied the bin, but nothing else was cleaned, no clean towels and the fridge was still empty but she took her tip. I went to the Sunwing Office again. And again, waited for the rep. I repeated the issues, nothing in Fridge, No clean towels, room not cleaned, tips gone. Extremely important that we had water for taking my medications. Again was apologised to, said it would be fixed by 5pm. Again upon retuning too room found nothing had been done. Returned to Sunwing. This time I was told that they had delivered to our room a Bottle of water and a Bottle of Rum and 1 bottle of Beer and that tomorrow we would get extra beer to make up for day before. We went back to the room and that had been done. September 16th Upon returning to our room around 2pm, we were back to square one, No Beer or Water in fridge, No clean towels, floor not swept, counters including bathroom not cleaned. Again tips were gone. So back to Sunwing rep I went, same thing, no-one there had to wait, desk said they should be there, told desk the issues, desk said it’s up to Sunwing to fix. I at this point was very upset but I stayed calm and polite when speaking with the rep, repeated the issues. I got the same apologies and that it would be fixed, that they will speaking with the supervisor, that it will be done by 5pm. Again, nothing was done, returning to Sunwing rep again, was told it was too late to fix time was 6pm. September 17th Repeat of exact same issues. September 18th Repeat of exact same issues. September 19th Our Room had not even been seen too at all, bed was not made bin not emptied. September 20th – Check Out day

Negative experience: Worst customer service i have ever seen in my entire life i had a worry free insurance which clearly say u can cancel 3 days prior to trip . When i tried to cancel they have diffrent language that i cant cancel it and i will not get my refund they offer me the vouchers which i have to use in 1 year. They are just scammers

Negative experience: Absolutely atrocious customer service. Firstly the representative at the resort advised us of the wrong pick up time for the shuttle. Us and other guests had to take a taxi to the airport and pay ourselves. We discussed the concern for 30 minutes at the airport with another Sunwing rep who then told us thanks for the info you now have to advise Sunwing customer service on their webpage. I said what did you do for the last 30 minutes to which he stated he made notes (basically wasted my time lol). I then emailed Sunwing who got back to me after months advising they can’t do anything. just generally terrible customer service.

Negative experience: Sunwing Travel Group sold my family a week in Cuba at the Memories Flamenco resort. We had no A/C or working tv for days. Had bloody pillows from other vacationers. Only discovered when I decided to remove the pillow cases. Had petroleum based pesticides sprayed on us daily from an air plane, bulldozer and leaf blowers equipped with pesticides to spray flies, mosquitoes and mostly spraying vacationers. Beach chairs filthy with dead skin and black dirt. Beach had 25 feet of sharp rocks and sea shells cutting our feet as we went in. We had to crawl past the jagged edge rocks. They picked out plastic cups out of the garbage rinsed them in a bucket and gave them back to vacationers. Dirty nasty. Buffet restaurant was full of flies and mesquites dropping dead in my glass and food. I reported all of this to a Sunwing Travel Group representative and he did nothing and really didn’t care. Sunwing you did not deliver. You only delivered Nasty,Nasty stuff. Sunwing Travel Group Canadians Deserve Better. Stop taking advantage of us polite Canadians. Address all the issues with this resort. Shut it down and send Canadian health inspectors there to make sure Canadians are safe. There must be some standards.

Negative experience: We finished a vacation in Feb 2023 that booked through Sunwing. The resort experience was a disaster. Contacted Hotel and Sunwing while at the resort and again after coming back. Nothing was done to resolve the issue. The case is still opened with Sunwing and last message received was that Sunwing is still working on it even after 4 months. So terrible customer service and support. It's not a brand. Stay away.

Negative experience: I flew with Sunwing for a Cuba trip and my luggage was broken into. They stole what cigars they liked including my expensive lighter and I only realized when I got home because I didn’t expect this at all. Check your luggage at all times.

Negative experience: The online check in did not work for our return back to Toronto. We called the airline long-distance, but offices closed at 6pm EST. We were charged extra $20 for checking in baggage at the gate! They didn’t take any responsibility because flight was booked through Flight Hub. We were also charged $25 for each carry-on at the gate!

Negative experience: Chose to take a voucher for compensation for a flight delay- applied it to a new booking, 6 weeks and still no refund! Sunwing is now changing their story that the 4-6 week timeframe they promise for a refund is "not set in stone".

Negative experience: All I can say is this customer service is an absolute nightmare. If you’re confident you can book a vacation without running into any little hiccups and not needing any company support, by all means, go ahead, otherwise, book with literally any other company.

Negative experience: Poor customer service. I do not recommended. I requested to change resorts as I was truly unhappy and it took more than 2 business days to get a response and I did not even receive a final response or courtesy call. And got stuck at a resort that was not worth the price paid.

Negative experience: Worst customer experience ever. I was in a call with an agent named Romeo and there are no words to describe the terrible support that he provided to me. I won’t ever book again with this airline. They just want to theft your money.

Negative experience: My husband and I used sun wing package to travel to punta cana on March 23rd 2023. We left our 2 phones (samsung s9 and iphone xs max) on the flight there wG450 inside the front seat pocket. We filed a lost report right away for both phones and did not get any response. On our flight back from punta cana to Toronto, we asked an employee at the punta cana airport who mentioned our two phones and told us it was flown back with the cabin crew on March 23rd itself on flight WG451 and told us once we get back to pearson airport they should be able to retrieve it for us. We landed back in Toronto on March 31st 2023. After asking multiple employees who gave us the same response and gave us two numbers to call for central baggage as they will be the ones who have our phones. Today, we have been calling since 9am with noone picking up. We went back to pearson airport where a number of employees for sun wing just kept telling us to call central baggage even after we told them noone was picking up. Finally we spoke to a manager and she called central baggage to check after almost two hours of waiting they told us they couldn’t find the phones and to just try contacting central luggage (who has not picked up any calls). This airline does not care about their customers at all. This has been the worst experience. If someone from punta cana was able to tell us the phones flew back with the cabin crew however noone from here is able to locate it we are thinking it has been stolen by a sun wing employee. Never will we fly with this airline again i do not recommend anyone to fly with this airline. I would give 0 stars if i could.

Negative experience: I'm sure if we all stop booking with Sunwing, either we see a difference or they're out of business. After a stressful few years as a nurse, my sister books a vacation and an emergency comes up and she can't reschedule or change the flight coming back. It's a well you'll lose all your money with no options. HORRIBLE

Negative experience: Just awful. Every single flight was delayed. Yesterday it was delayed, today as well.. costumer service can’t help you and staff is rude. It was delayed over 7 hours. My parents used sunwing two weeks ago and same thing happened to them. I do not recommend to use Sunwing unless you don’t want to arrive at your destination and waste your time.

Fantastic experience: We just arrived home from a ten day stay at Riu Yucatan in Mexico, Play Del Carmen. We would like to say that from start to finish this was one of our best holidays and we have travelled extensively. We thoroughly enjoyed our choice of Resorts as it was very clean, customer service was the best, they could never do enough to assist us either with directions or any small issues or just having a friendly chat. The food was great and always fresh. Either my husband or myself was ill from any of the food as they appear to be very careful with keeping it cold when required and hot when was necessary. We definitely will go back to this resort. It is very safe and there were no worries about security. On our last day, we were delayed for our flight home due to weather conditions in Toronto. Sun Wing immediately went to work, paid for our extended day stay at our resort, made transfer reservations to get us back to the air port. We cannot safe enough about how happy we were with our choice to use Sun Wing and this resort. Thank you Sun Wing.

Negative experience: Horrible customer service, well non-existent. After trip emailed them for a response to having to pay for a transfer that was suppose to be included, 30 days later no response! This is a typical check-in day for Sunwing in Cancun. I would suggest spending a little extra to go with the mainline carriers. AC has a 5 minute wait for check-in, we've been in the line for an hour. 150 customers in the cue with 2 of 14 counters open. Got to luv Sunwing.

Negative experience: Never deal with Sunwing. The worst customer service. They treat their customers worse than the garbage. Law Enforcement agencies must step in and conduct investigations. SW rob their customers by cancelling vacations and denying refund.

Negative experience: Awful customer services, they lost two full flights worth of luggage. Both flights waiting over 2 hours at the baggage carousel in Toronto. The worst the majority of the time, avoid using Sunwing if you can!

Positive experience: Everything was good except my plane was late by 4 hours.

Negative experience: After a flight back from Cancun to Toronto, I checked my luggage after getting home and realized something was missing. The neatly folded items and other belongings in my suitcase were all thrown around in a mess and one of my belongings were stolen. I contacted you guys many times and at first I had to fill out forms and attach the receipt for the belonging to the form and send it back to you guys. A couple days later I followed up again as no response had been given to me yet and then I was told to wait 4-6 weeks to get the claim of $293.80 for my stolen item. I was told the refund request was sent to your accounting team and that an email transfer would be sent to me within that time frame. Over 2 months later (8 weeks) I have not heard a single word from you guys and decided to follow up again, I called and waited on the line for baggage support for over an hour with no one picking up. I then left a voicemail and then sent an email as well regarding the frustration regarding the luggage taken from my suitcase. You guys don’t answer the phone, read or respond to emails and have some of the worst customer service I have ever had to deal with. The fact that someone had went through my luggage and took what they wanted in the first place was frustrating enough but you guys not co-operating to return what is mine makes it 10 times worse. Fix your mess and please start working and listening to and with your customers.

Negative experience: It’s terrible! Waste of money. My daughter is in Cuba with her friend. Sunwing sold the all inclusive package for $1500. The resort is new and nice but there is no food!!! Basically we eat only rice and sausage!!! No other options! No bread, egg, butter, juice … Sunwing didn’t reveal the lack / shortage of food and sold the all inclusive package! They definitely have to compensate

Fantastic experience: Ok, I don't really get all the complaints. For us Sunwing was awesome, every vacation trip we took was with Sunwing and all the next ones will be with them. Leg room....all the 737's have small leg room, no matter the airline. During snowstorm, all the airlines were disaster, not only Sunwing. On time record....show me the airline, maby except Lufthansa, that is on time!! We flew on my daughter's birthday, February 4th, to Antigua, flight nr, 116. Yes,it was delayed an hour, but because of sudden snow and line up at de-icing bay. Flight 116 crew was fenomenal! Literally 10 stars!!! Sadly i forgot the names of stewardesses. Those ladies were fantastic. Pilots were great! They even did an announcement in mid flight, and wished my daughter Happy Birthday, whole plane was cheering and clapping. She felt so special. She was even allowed to have a photo with a pilot in the cockpit when we landed, at the gate We came down to land with waaaaaaaay to much speed, we could feel it, but recovery was amazing, no fear at all. Trip back on Feb 11, flight 117 was also spectacular, the crew was fantastic. Im a big guy and i cant sit for more than 30 mins, so i spent an hour or so talking with stewardesses in the galley, they were amazing! I would STRONGLY recommend using Sunwing to get to your vacation destination, WE ALWAYS WILL! Thank You, to amazing crew of Sunwing airline!!!!

Negative experience: I flew with Sunwing for the first time recently and it’s definitely the last. They sent my luggage to Montreal (but I was going to Toronto) and when I finally received my bag it was damaged, the lock was broken off and items were missing. Calling the number they give you will never connect you to an agent, you just sit on hold forever. Sunwing doesn’t care.. they hire out an unreliable third party delivery company that will go through your personal items and take whatever they want before dropping your bag off. Don’t use Sunwing if you care about your personal items.

Negative experience: My daughter travelled to Cuba and on the way back her luggage got lost. They broke her lock and stole items in her suitcase. Sunwing hires thieves. Shame on you! UPDATE- You denied my daughter her claim. Allowing your third party people to steal. Horrible company. Never flying with you and anyone in their right mind should not fly with you. Disgusting!!!!’

Negative experience: The absolute worst ever!! Do not use Sunwing. They think a lousy $20 food Voucher will make everything better. Don’t think you are getting a deal with them. Customer service, does not exist! I can’t stress enough not to use Sunwing, I’m begging you, please do not!!

Negative experience: Worst airline don’t bet your life on it. Literally. They put us into a construction zone in sonesta in St. Maarten (2019). The building didn’t even have all the walls! The fire exit was blocked off and the fire alarm happened to go off. We had to run around the building looking for a safe exit. Hallway was full of nails and dust from the construction workers (who had Ppe). Buyer beware as your safety is important and sunwing did not make sure of that for us.

Fantastic experience: Absolutely no issues - online booking, paperwork, alerts before departure, flight, luggage, resort, and return home process. 100% satisfied. Have travelled with Sunwing before, never any issues. Recommended. People who complain are blaming Sunwing for Christmas peak travel and a snowstorm lol. ALL airlines & airports were in chaos.

Negative experience: Useless customer service on phone, in airport and all around. Return flight was cancelled by ticket agent at airport as my partner was waiting to receive a travel document to return to Canada. We were told to simply call once she had her visa and they would reinstate the return flight. After calling and being given multiple numbers and websites to contact was returned to the regular 800# for customer service where i was told no refund and no exception even for the $125 of baggage paid for in advance for the return flight. I hope what i hear about this company going under is true but one thing is for certain they will never get another $ from myself or anyone i know who asks about who to travel with!

Negative experience: We lost two days off a recent trip and can not even get a call or email back from Sunwing. I know they had a tough month so i gave them a full 35 days before leaving a review. Left us hanging with no communication both ways and no response to answer my questions. This is not how you run a multi million dollar company. I would book elsewhere for your vacation needs.

Negative experience: I give sunwing a one star because on the way there, the flight was turned around because they had to shut down one of the engines mid flight. They proceeded not to tell us the issue and held us on board and had everyone worried. And the one thing that they did tell us, was not to worry if we see ambulance and fire trucks as we landed. On the way back flying with sunwing, out plane was delayed for 2 hours. and the luggage was delayed for about 2 hours as well. Over all bad experience, not flying with sunwing again.

Negative experience: Stay away from Sunwing Travel Group!!!!!! My wife, 18-month-old daughter and I recently booked an All-inclusive vacation through this horrible company. Our flight was delayed multiple times by 1 hour (a total of 6 or 7 hours), so all that time we were sitting at the airport. My 18-month-old daughter woke up at 7 am that day and went to bed at 1 am following, as she couldn't fall asleep at the airport or on the plain. So not only Jan 26 afternoon (the day we were supposed to arrive at 4 pm in Mexico) was gone but the next day too because my daughter's schedule was messed up. Sunwing's website has been down for a week to do a check-in or file a complaint since Jan 25 (maybe even more, that's when I had to deal with the website). Now it's Feb 3 and I spoke with one of their representatives just to find out that the only way to file a complaint is through their website (which has been down for more than a week). First and last time I'm ever using this terrible company. You can find other companies with cheap vacation packages with far better service and they actually care about their clients.

Fantastic experience: My husband and I just got back from our 7 day trip to Jamaica (end of Jan to Feb 2023) leaving from Toronto. This was my first time traveling with Sunwing and I was extremely nervous due to recent reviews from friends/family. We had a wonderful experience and are happy to announce no lost baggage or flight delays! Everything went smoothly and are very appreciative of the service we received. Thank you!

Fantastic experience: I booked my first family trip to Cuba through Sun wing from Hamilton. I got the great service with amazing price.The flight left on time and came back to Canada on time. The transfer on Cuba airport was great. The had a great package with Grand memory hotel. The food was great with lot of variety for everyone even the people who don’t eat meat. I am looking forward to book again with Sunwing in April this year for Cuba. Thank you Sunwing for making our first trip to Cuba such a memorable trip.

Negative experience: Horrible service. I booked my vacation to Cuba before Covid. I paid with my mastercard and added the voucher from previous vacation that I received from them.They canceled a vacation and I got my money back, but not a voucher. The customer service said that "technically " I've used already my voucher. Never believe them. I wish to give them zero star

Negative experience: We have traveled with Sunwing on several occasions pre-pandemic and other than some minor issues all has been well. After seeing how poorly the Company has been managing the latest issues we would very much consider booking with any other airline except Sunwing and perhaps Air Canada. When problems happen the number one thing any Company should be doing is communicating to its clients and other stakeholders about what has happened, what is happening and what, if anything the Company is doing to handle the situation. Even if there are no immediate solutions the key is to always communicate and listen and work towards a solution. Sunwing has failed miserably in this aspect. Granted there are a great many moving parts when it comes to the vacations, planes, airports, ground transportation at the location, the various resorts who are still booking in clients while trying to manage those who are not able to leave and other aspects that I may not be aware of. Dealing with delays must be an extreme challenge. Communication is key between all parties concerned. Sunwing, you really should have done better. From the various media reports though you may not have another chance at this. At this point I have no idea what it would take for us to consider another Sunwing vacation in future or if there will even be a Sunwing Company in the future.

Negative experience: Had a trip booked with Sunwing for Dec 31st 2022-Jan 7th 2023. We had booked a few weeks in advance. After a couple weeks we called to add an additional person to our reservation. Sunwing said they had to give us a quote and it would take approximately 24hrs. We waited 7 days to get the quote. Once it was received via email we called back as instructed to confirm & make payment for the additional fee. I called 8 times in the span of two days and each time was on the phone for more than 1-2 hours. Each time I’d brief the rep on my situation and begin providing my credit card info for payment, the line would cut off. I would call back and request that they take my number to call back but they said no. For days they did not answer their phone and I could not get ahold of anyone via phone or email. The additional guest, who already had their flights booked ended up coming to the resort and paying through the RIU. Sunwing has the WORST costumer service. I refuse to ever book a trip with them again.

Negative experience: On December 30th 2022, two of us were assaulted by two staff members at the Grand Aston hotel in Cayo Santa Maria, Cuba. Following the incident, we spent hours trying to get a hold of Sunwing, even asking our family back home in Ontario to call on our behalf as we were unable to connect to any of the numbers from Cuba. We were met with Sunwing reps who didn’t seem to care for our well-being and safety at this time and told us to go on the app and send an email and wait. We sent several emails, and tried to get through to someone on social media, maybe that’s why we ever got a response. It seems they finally got a hold of our Sunwing rep at the hotel, who was the only person in this situation who eventually tried to help, by escalating it to the general manager of Grand Aston. We were asked to explain what happened to the general managers. They did not seem to care, or take our situation seriously and went as far as asking why one of us was crying and reacting the way we did when asked to explain the incident. We did not feel safe. Following that, we felt threatened by the general manager and was told that if we didn’t sign papers, claiming we were receiving compensation for the incident (we did not) he wouldn’t let us leave. We were cornered by 3 men (GM and 2 other managers) as we were trying to leave the hotel, telling us we better not say anything because the hotels name is on the line. We spent hours in the hotel lobby with our bags packed, ready to leave with the managers saying they will move us, but no action was being taken. They made us feel scared with their threats. We were eventually moved by the managers to a different resort. Their reaction and lack of action taken by everyone involved, very much including your Sunwing staff disgusts us. There are children at this resort. Ultimately we are sharing our story because of the lack of protection and safety that was provided. In hopes of preventing anything like this to happen in the future and for action to be taken in our case.

Negative experience: Sunwing is terrible and I will never fly with them again. We went to an all inclusive and from the time we booked the flight and to when we actually went, they changed our itinerary on a weekly basis. We booked direct flights and they changed our return flight so we had a stop over. I contacted customer service and they were incredibly unhelpful and rude. Do not fly with this terrible company. They take your money and do not care.

Negative experience: Worst vacation trip experience I've ever hand was because of Sunwing. Very bad customer service, the airline is a full of lies and games. The departure and returning flights were delayed by more than 13 hours because of crew shortage and there was no money refund!! When we tried to submit claims, the website didn't let us and it said the flights were delayed because of technical issues?! Even though the pilot and the crew themselves told us the flight was delayed because there was no crew to move the bags! At least let ys submit claims as your brochure mentions!

Negative experience: Sunwing is a disaster. The lack of communication and organizing was shocking. They left their passengers stranded without explanation. After 2 weeks I just today recovered my last piece of luggage. There was no communication on baggage pickup. Do not choose Sunwing

Negative experience: Every flight was delayed over 3 hours and no compensation was given. Terrible customer service as they don’t care. Will never fly with them again and will make sure everyone I know does not either.

Negative experience: This is the worst airline I have ever travelled with. I travel frequently for work and personal time. This was my first time travelling with Sunwing (January 2023). I didn’t want to travel with Sunwing but the resort we all booked has an exclusive partnership with Sunwing so to book the resort as a package you have no choice but to fly with Sunwing. First off, we all arrived at the airport 3 hours before the flight that was scheduled at 10:15AM. None of their self check in kiosks were working, that created a huge backlog at the check in counters and baggage drop. Once through security, we were sent on a shuttle from Terminal 3 at YYZ to the Sunwing terminal which is a 5-6 mins shuttle ride. Then, at around 9AM, they said that they had a ‘mechanical issue’ with the plane and the flight was delayed to 13:15 (there was no plane at all parked at the gate). They gave us $20 vouchers and we had to get on the shuttle back to the main terminal to find a restaurant to have lunch at. At around 12:00, after getting back on the shuttle to the Sunwing terminal, I got a text message that the flight was delayed once more to 16:00. No explanation. In fact, I got a text before the desk crew even knew it was delayed again. They then informed us that our plane was flying from Orlando and arriving at 13:20. That plane arrived and sat there at the gate until 16:30. They told us they were trying to find a crew to fly us to our destination!!!! How come you don’t have a crew if we were supposed to fly at 10:15AM that morning and it was supposedly delayed for ‘technical/mechanical’ issue? Eventually, after many complaints, the crew arrived and we finally left at 17:00. Arrived at our destination 7 hours later than scheduled and essentially wasted the whole first day of our trip waiting for Sunwing to get a crew. I will never, ever fly them again. If I could give 0 stars I would.

Negative experience: on Dec 23rd my flight to Jamaica was delayed more that 3 hours, sunwing has blocked an option to make a claim on their website refusing to take acknowledge their lousy service and take full responsibility

Negative experience: 1. My smaller suitcase was lost, a claim was submitted. No way to proceed. 2. Both of my round-trip flights were delayed for > 1 day. I tried to submit a compensation request, but it falsely said neither of my flights were delayed for >3 hours. No way to fix it. 3. Later on, our flight back was cancelled. We were told to buy tickets on our own. No way to reimburse the tickets, and get compensated for the missing food voucher.

Negative experience: Please think twice before booking with Sunwing. They do not care about their customers. On our recent trip to Cuba both the flights to Cuba from Hamilton and to home were delayed. We missed Christmas. Sunwing does not have enough staff yet the will take your money, disappoint you and not care. They lied to us about delays. Sent us to the airport in Cayo Coco for a flight that was not going to fly (see picture, the airport was closed all other flights cancelled, so was ours but Sunwing did not tell anyone including our local Sunwing rep). They also do not honor the passenger bill of rights denying compensation even though this whole Christmas debacle is their fault. DO NOT book with Sunwing airlines.

Negative experience: Possibly the worst run travel company. I feel sorry for their employees, as they are fed only misinformation. Anyone who traveled with Sunwing this holiday season will never use Sunwing again. Delayed or canceled flights, no luggage, no assistance or threats from reps. The claims system does not work. The customer service is non-existent. They will be bankrupt soon, and I hope their employees end up at a properly run company.

Negative experience: The worst experience that I had my whole life, extremely unprofessional, they are torturing their passengers by providing wrong info, after our departure flight rescheduled for 25 hours, in ongoing couple of hours delay extension, they did not have any staff to deliver luggage, we were waiting over 3 hours to pick up our luggage and after their representative showed up, she said that they couldn’t bring luggage to Pearson, however we could track it and see it that it’s less than 1km away. I never ever going to experience such a nightmare again, shame on corrupted system that let this airlines feel possible to provide such a customer service.

Negative experience: We had the flight to cayo Largo Cuba schedule for today Dec 30 at 4pm, showed up at the airport no find out out it was delayed for Tomorrow morning, no notice whatsoever, could have avoided spending money to pay for taxi if they would just notify by email or call of such delayes. Really disappointed , told plane was right there but no staff. Why do you sell a flight if you don’t have the means

Negative experience: Worst airline ever. “There’s nothing we can do” is their repertoire. We lost a full day out of our 7 day vacation and were told there was nothing they could do to compensate the loss. They delayed the flight for 24hours and all they gave us was a $20 voucher. Ridiculous. Their customer service is terrible, all they know to say is there is nothing we can do.

Negative experience: We had a family cruise booked through sunwing. They delayed our flight 24 hours so we would miss the ship - this happened at 9pm the night before our ten am flight..sunwing only has customer service from 9 until 6pm We went to the airport anyway and had zero direction from them There was no backup plan and no real alternative After 10 hours on the phone we were offered a resort but would have to pay today's rates (we booked in June) and were still not guaranteed when we arrived there would be rooms. We decided to just go home We bought the no worry insurance but am worried we will not get our money back no one really cared and there was never any sense of urgency I understand these are first world problems but we worked hard and planned this family vacation and everyone is very disappointed What kind of company can take 10s of thousands of dollars...not deliver on what you paid for and you aren't sure you will even see your money returned All major news channels were at Peqrson all day and the only people they spoke to were at Sunwing Swoop Wedtjet Air Canada all got their people out I could say do better...but you won't

Negative experience: Booking: 123001543 Before our flight from Cancun to Toronto on Nov 7th we purchased window and aisle seats but due to the aircraft being changed we did not receive the seats we purchased and they gave us the worst seat ever in the middle of the airplane. I have requested a seat refund since Nov 09th and nobody has even answered me since then! They simply take people's money and after that they don't respond to you! I'm a travel agent and don't recommend Sunwing to anyone ever!

Negative experience: Don’t waste your money! You will encounter more than 24 hours delay, lost luggage, being missed for transportation in the destination, And no response. After three years we booked a 7 days vacation with Sunwing to Cancún. Went to airport and the flight delayed first for 4 hours then after 2 hours for another 2 hours. We spend 5 hours in the airport when they delayed the flight to the next day. We have been informed by Sunwing staff that there is a lack of staff and in the same day other Sunwing flights flew. When we contact Sunwing for compensation, they said the delay was because of the bad weather and not eligible for compensation! LIE! On the destination, when we want to come back, we checked out, we went to the bus and after 1 minutes drive, they took us back to hotel and said the flight is delayed. Sunwing representatives told us to relax and enjoy the pool, eat, … and he will call us when any news came up. We were wondering in the area and came back after 2 hours. He assured us the flight moved to the other day and he is working for a room for us. He told us to come back in 2 hours. When we come back, he said you missed the bus! You flight is on for today! Unbelievable! Unbelievable! Now we arrived in Toronto: no luggage’s for three hours. No Sunwing people in the airport. Just two airport staff tried to handle angry Sunwing customers. They told us to fill delay baggage report and leave and come back tomorrow for our bags. Now it has been three days, we went to the airport twice and called them 100 times No one answer. Horrible! Horrible!

Negative experience: Worst agency ever, don't travel with them. We waited for six hours to claim our luggage and there was no one to help us or to get information. Sunwing staff left after our plane arrived on Christmas Eve, leaving our luggage behind in the airplane. We didn't want to leave it behind because we could see tons of abandoned luggage with the Sunwing tags from different destinations with the date of Dec 23. Apparently they don't work on holidays or they are understaffed. It was so frustrating seeing other people just getting their luggage as soon as they were looking for them except for Sunwing Also they are very cheap, they just offered complementary water, tea or coffee.

Negative experience: Booking no. 122844933 Booking no. 122844933 Beware everyone who decides to take packages, destination weddings, flights, and other "services" from Sunwing. Disgraceful and unfair practice to demonstrate for a company this large. I paid $2000+ in September as a solo traveller for a trip I looked forward to, but instead was shown the true level of care, critical information, and attention you have for your customers. Despite confirming a full refund, I could have invested my money into something worth my life and time. But instead I managed to deposit it into this low level company. Booking no. 122844933 Booking no. 122844933

Negative experience: Want to experience a little dose of hell? Fly Sunwing! Incredibly poor communication/logistics and they don't have enough employees! Was supposed to fly out on 12/25 at 7AM and was notified the flight was delayed 24 hours. On the night of 12/25 I was notified it was now delayed to 2PM on 12/26 (31 hours delayed). I made my way to the airport, checked in, and made it through security. Upon getting to my gate, I was greeted by the sign saying that the flight was cancelled. Sunwing's website said the flight was still on, so I stuck around only to be notified that it was indeed cancelled and would NOT be rescheduled. I am now down nearly $2000 between flight costs and accommodation/tour costs since my vacation is now cancelled. This is not even mentioning the fact that this completely ruined any alternatives for holiday travels. I will be pursuing Sunwing for them to compensate me sufficiently for this horrible experience and I pray you don't make the same mistake I did by choosing them.

Negative experience: When we got to Toronto international airport at 4 am we proceeded to the Sunwing kiosk because we pre checked in, after it printed our luggage tags be proceeded to the self bag check where our bags went through, once we got to customs they informed us Sunwing CANCELLED OUR FLIGHT AFTER OUR BAGS WENT THROUGH, they then made us wait at the domestic baggage claim for 5 hours while they looked for our bags, after 4 hours two bags were spit out a random carousel where we were not told they would be, two bags are currently still lost and they told us “it’s either here or went on the other flight to your destination that you didn’t have tickets for” so after 6 hours now as I’m typing this our luggage may be in our airport or may be in Orlando tanning on the beach. As we were waiting we met many other Sunwing passengers that were having similar issues. Mine and my girlfriends belongings are all currently missing leaving us with no clothes. At the end they said “oh if we find it we will ship it to Orlando for you” no compensation offered except breakfast coupons. Where is my bag Sunwing

Negative experience: Traveling with friends to Jamaica in November! Flight was at 10:00 am ! Came to resort at 11:00pm ! No refund no apology! Never again sranwing

Negative experience: If you want unexpected delayed flights with more than 6 hrs delay, go with SunWing. If you want your luggages being delivered to your home after hours of waiting at carousel and no show for any luggages, then go with SunWing. If you want to have a short travel with bus inside the airport to reach to the SunWing terminal, then go with SunWing. If you want a missing representative then look for SunWing, they are paging him/her to answer customer requests at the baggage claim area. Photo: luggages all over the Pearson Airport all with SunWing tags from previous day flights.

Negative experience: If I could leave this company a 0 star review I would. WORST customer service I have ever experienced in my life. Absolutely ruined my Christmas and new years plans. A fire broke out at our resort a month before we were supposed to fly to it and they didn’t inform us until the Wednesday before our flight (originally scheduled for Sunday the 25th). This was not a minor fire, the entire main restaurant plus villas and other structures around it burned down and all they said in their emails was “the following facilities are closed” (hotel was supposed to be Be Live Collection Canoe - La Romana). The options they gave us was either to stay at the hotel or get sent to the punta Cana chain. The punta Cana hotel had a much lower rating and did not offer the same facilities as originally booked. As they didn’t give any other options so we accepted this relocation (as it was too short notice to explore alternatives). They did not even offer to compensate some for the fact that we paid more than this booking would’ve been as our original hotel was more expensive at time of booking than its Punta Cana counterpart. Less than 12 hours before our flight was to depart, we get a message saying our flight is cancelled and moved to the next day (24 hours later): the morning of, we get notified that they won’t be extending our trip to compensate for lost time and our flight would remain the same. I called and waited 2 hours to speak with a representative and they were the most useless and uncaring representatives I’ve ever had the displeasure of encountering. Never have I spoken to a company who cares so little. At the end of the call, they told us that we would have to wait 30 days (?!?!) for a refund and that they were unable to send as an email or any other documentation confirming that the refund was requested or that it was in processing. We were literally told to just take their word for it. I’m sorry but if I’m paying $5000 for a trip that I didn’t even go on, you could be a bit more sensitive to this and the fact that you destroyed my vacation plans. I will NEVER book with this company (or the company that they rebranded as: WOW airlines) again. Nothing but false promises and terrible customer service. All the stress and disappointment that we encountered especially during a time of year that is hard, has been extremely disheartening and I am extremely upset. Now I get to spend this week sitting depressed in my living room. Cheers to that Sunwing!

Negative experience: *Just don't fly Sunwing* Trust me. The money you save isn't worth it. 1. Paid for seat to get a window. The row we reserved had no window.... 2. Hotel had no hot water. No help for 4 days. Solution move us out of our ocean view room to the back of the resort and call it a room upgrade... 3. Show up 4 hours late for hotel pickup without letting us know of the delay... 4. Lost all our bags on arrival at Pearson and because they had no representative at the airport, took over 4 hours just to give us a form to allow us to leave... 5. Currently on hold 1 hour just to find out we're and when I can get my bags. THIS COMPANY DOESN'T CARE ABOUT ITS CLIENTS. 1 WEEK VACATION AND I'M MORE STRESSED NOW THAN WHEN I LEFT. Updates to come...

Negative experience: Stayed at Memories cayo largo. NOT a family resort despite the hotel description. Nude people everywhere on the 2 nearby beaches that are 8km away by taxi/train. The hotel itself does not really have a beach, they said the hurricane took the beach. It was mostly big waves up to the shore and if you walk the small section of shoreline you’ll also find naked people everywhere so you cant even walk with your kids on any of their beaches. The hotel rooms were clean, pool was nice but the restaurant had tons of mosquitoes on the food. Basically an island if you enjoy nude beaches and mosquitoes on your meals.

Negative experience: Flight home delayed, they gave us no updates. Their planes didn’t have food. And we waited 4 hours for are bags to come out. 16 hour travel day for a 3 hour flight. Never again Sunwing. December 24 2022 Update : after 4 hours they gave us delayed baggage slips so we could all go home. Felt like a prisoner. It’s now December 27 with still now reply from Sunwing. Bag still lost.

Negative experience: No one wants to take accountability ended up with our family torn apart for christmas. Mom in Toronto and children stranded in cuba with no information for 12 hours. Local representative in cuba is extremely unreliable and takes no responsibility. Additionally, stranded with no luggage because it was lost.

Negative experience: DONT NOT BOOK WITH SUNWING. WORST TRAVELING EXPERIENCE EVER! Got to resort just to see we didn’t have a reservation, they didn’t accommodate and told us to leave. When we got back no bags. When you call nobody cares. If you book with Sunwing you will have the worst vacation ever! Do your self a favour and DO NOT BOOK WITH SUNWING.

Negative experience: Worst airline management doesn’t have a clue how to handle and manage issues their staff creates …. We were asked to leave the plan after we boarded yesterday at 9 as the pilot had to fly another plane going to Varadero to make the company more money and many lost their Disney cruise packages and Disney world expensive tickets resorts fees they have paid for also they have no clue what Pearson customs requires the staff asked us to take our luggage and after we checked in next day the custom authorities refused all of our boarding as it had previous day date so we have to go back after half an hour wait to Sunwing and then the staff was waiting got the company to change the flight details to allow them to update boarding passes for hundreds of people they issued them passes earlier … if anyone cares will question these companies Sunwing and tigers however our government alway think about the monopoly tax game and nothing to benefit the consumers … Sunwing should not be allowed to fly planes in Canada