Sunwing Travel Group
Reviews and Complaints

We arrived at Toronto Pearson Airport on Tuesday April 17th. Since we are from out of town we arrived extremely early and around 630 am we entered the Sunwing lineup. The flight board didn't even have our flight listed at that time. We were scheduled to fly at 10:15am, flight WG730. There were a few people in line saying our flights were delayed so I called Sunwing and was told our flight was delayed until 4:50pm. So we called over a representative as we were still in line and asked about the flight change. She asked our flight number and said no, flight WG730 was still on time. (it was the other flight that was cancelled) We proceeded to wait in line for 45 minutes. When we got to the desk we were told that indeed our flight was delayed until 4:50pm but here is a $15 voucher for food. Not sufficient for the almost 8 hour delay we were about to face.

Our flight was delayed another 4 times that day and then until the next morning. What happened during this time is the reason for this complaint.

* When the flight was delayed a second time we called requesting a hotel room as we are from out of town and there is nowhere to sleep in airport. There was 3 of us traveling. We were told we would each receive a $75 voucher towards another trip. The hotel would have been way cheaper but they wouldn't budge on that. We were told to keep the receipt and MAYBE we would be reimbursed.
*I have now called and spoken to multiple agents and asked if we were even flying that day and to please be honest. We just didn't want to sit in the airport for any longer. Another growing concern is that the ONLY airline getting these crazy delays was SUNWING. Now imagine all the rumblings through the airport with all the passengers that have not even seen a Sunwing plane on the tarmac.
* Now we are being told about the last few days and the people that were stuck on a plane for 6 hours, luggage being held etc. etc. As it has made news.
*Back on the phone. I have now been hung up on and yelled at before finally getting to speak with supervisor Matthew ext.8244. He told us he had 100% confidence we would be flying at 7:20pm. Not even 10 mins after we hung up the phone the flight had been delayed YET AGAIN to the next morning. 6:15am.
*We decide at this point to cancel our trips and try to get on another flight with another company and were told after we cancelled that we would not be refunded until 5-7 business days. Now we are extremely upset. So we decided to rebook as we are 3 professional business women that have specific time off.
* After careful consideration 1 of our party decides to cancel entirely because she has kids and if we get delayed on the way back her kids would have nowhere to go. Then the other 2 of us get charged an extra $200 total because we now have a double occupancy. This is a joke right? Nope apparently this is protocol for people who have been lied too and left in the airport for almost 18 hours by the end of it.
* I go to fight to release our luggage and they released the luggage from 3 days prior, not ours. So now back up to to departures desk to find our things.
*We had to fight to get our luggage, we had to fight to get a hotel room. It was MIDNIGHT when we left for our room that we had to beg for.
*We spent $65 on food that night at the hotel because we were given a $45 voucher for the airport that we learned the next day was for the hotel, but that wasn't what we were told until after we ordered and ate our breakfast in the airport. So there was another $55 on food and tip we spent.

The next day we got on our flight at 10:15am and took off almost when we were supposed to but we made it and had a fantastic vacation. The Riu is always great to us. Now when I go find out when our transportation is leaving for the airport on the 24th, my hotel had no information for our flight. Had other sunwing info but not ours, so I went back and forth between Sunwing and the front desk for another hour until I received the correct information.

I travel more than frequently and I have never EVER dealt with a more disorganized company. I work in the service industry and this will be used as an example of what NEVER to do.

Resolutions I see fit for 2 of the 3 passengers that traveled

$100 cash EACH for the raise in price for a double occupancy
$55 cash for the voucher that never was able to be used due to misinformation
Some form of monetary compensation EACH for the 18 hours in the airport
$1000 voucher EACH towards another vacation

original booking #[protected]
second booking #[protected]

Manager spoken to several times

Matthew ext 8244

Gillian Farrah & Anne Marie Vizner
[protected]

Good evening

My wife and I are not happy with the service provide from Sunwing Travel. My wife had purchased a flight to Aruba back in January as a retirement gift to me. This was to be a big even for both of us hitting a milestone.

Looking forward to leave on the morning of April 16, there was not indication that the flight was delayed. Even when we got to the airport at 3:30 am, the flight was still showing a departing on time, 6:10.
When we got to your check in kiosk there was lineups and confusion amongst everyone where to go. It took us over 2 hours just to get checked in. When we finally arrived at our gate thinking that we're getting close to boarding, we noticed that there was no plane docked. We waited there for another hours before we found out the our boarding was being moved to another gate and that the plan was delayed. This happened 3 more times.
After 5 hours waiting without any information, we finally boarded our plane. Once everyone boarded, the pilot announced that our baggage was delayed and that we had to wait. This took an additional 2 hours when everyone one sat on the plane.
With that being said, we waisted a hold day of traveling and when arrived we were too exhausted to enjoy the remainder of the day. These tickets to Aruba were very costly compared to our locations.
We did receive a $75 voucher for each of us for the trouble but we both lost a full day in Aruba. We've heard others received more.
My wife wanted my to issue a complaint to the Canadian Transportation Agency however I thought that it would send a complete to you first.

Looking forward to a response.

Morris Prychitko
Booking number [protected]

Date:04/26/18 - checked out of the Chic Resort by Royalton Punta Cana, to fly back to New York, and left my work cell phone in the room. I noticed it was missing on Tuesday afternoon after a long commute back to the states (fly from Punta Cana to Charlotte then to Fayetteville for an overnight stop. Then from Fayetteville to New York the next morning). My initial thoughts were that the phone was at the airport in North Carolina as I had to remove all electronics out of my carry-on bag which I did not have to do in Punta Cana. Thus I spent all of Tuesday trying to reach airport lost and found.

On Wednesday morning I emailed the resort (CHIC) to see if I may have left it there as I could not get a response from the airport. I received an email from someone at CHIC, around noon, who stated the phone had been left with Security. I immediately responded and requested the phone to be shipped to NYC to my home address. No one replied to my email!

I sent another email Thursday morning and finally called around lunch time (noon) to see what is the status. I specifically asked for Lenny Rosario as she assisted with my reservation (which was a NIGHTMARE-see next paragraph) and when I spoke with her she did not know about my phone issue, while I used the same email address from my initial booking and put her name on the email as well as cc'd Marjorie Jean Baptiste and Patricia Coste. She then preceded to check on my issue, stated they had the phone, but then said that she was not sure how to get me my phone as "normally a person or friend would just pick it up for me." THIS MADE NO SENSE as I'm an out of town guest. When I stated the resort needs to ship the phone, again as I am an out of town guest, she stated that they don't normally do such and thing as they do not ship items via FEDEX. I was not until I stated that "if I contact someone from the Royalton or Blue Diamond Resorts, I seriously doubt they would tell me the same." She then proceeded to put me on hold, came back and said that Patricia Coste from Guest Services will email me about the shipping of the phone. As I am writing this complaint I just received an email stating that "I have to" send a courier service to the Resort to pick up the phone. THIS IS RIDICULOUS! Additionally, I find it very odd that NO ONE CONTACTED ME about the phone once it was turned in, I am assuming on Monday! I have to say that having to chase down my cell via email and phone just adds to the line that my stay at the resort was just a disaster as the following occurred:

A) I was charged for an upgraded room, only to find out the day before arrival that a "system" error caused availability but no upgraded rooms were actual available so I was given a Luxury room (facing the PARKING lot and vast land, which was disappointing as it was my 2 YEAR ANNIVERSARY!). I was compensated with complimentary Diamond Club Upgrade service w/o the Butler and the $460 I spent for the upgrade was to be used as a "credit" and any funds not spent "would be refunded" (I'm still waiting for that refund as of Monday!).

B) While dining at breakfast a "roach" decided to visit our table which totally startled my wife!

C) The property seems to be DEFICIENT in seafood as we constantly were told that "shrimp" isn't available and seafood was not really present on the menu. This was EXTREMELY ODD as most Caribbean resorts have a variety of seafood dishes to explore!

D) We rented a cabana by the pool, ordered drinks with our server, and the server took so long that I was forced to order drinks at the bar!

E) Lastly, when we left the cabana, after the servers were done (around 6pm), my wife accidentally left her "kimono" in the cabana. It was never found! Guest Services no one could assist.

Bottom line, this was just not the anniversary trip I expected from a newer resort and more so a Royalton property! EXTREMELY disappointed in the service and the different occurrences during my stay!

I just returned from a girl's getaway in Punta Cana. I was supposed to fly home on April 15, 2018. Unfortunately due to weather our flight was canceled. I get it. Bad weather and all. What I fail to grasp is how Sunwing Airlines treated us. Initially my flight was supposed to depart Punta Cana at 2:15 PM on Sunday. The airlines kept feeding us the line that the plane was delayed. It wasn't until 7:30PM they announced the flight was canceled. Therefore we spent an entire 8 hours at the airport. (It was hot and extremely uncomfortable.) Sunwing arranged a night's stay at an All Inclusive Resort (The Memories, which did an exceptional job checking in 200 people at 9:30 at night... Kudos to them). We were instructed to meet back at the lobby at 8:30 the next morning for "AN INFORMATION SESSION". I specifically asked the SUNWING REP if we needed to be in the lobby with our luggage and was advised it was for information only regarding our new flight times. When I got to the lobby of the hotel the next morning at 8:10 without my luggage and I was promptly told that I needed to have my bags packed and return to the lobby by 0900. This is unacceptable. No breakfast; no shower and now I had to rush back to my room, gather my belongings and get back to the lobby by 9:00 AM. (No breakfast, no shower. You get my frustration). We arrived to the airport promptly at 0930 just to be told our flight was not departing to later that afternoon around 2:30. Not happy but our flight was actually not scheduled to fly out until 4:00 PM. Once again I spent an entire day at the hot, uncomfortable airport. As we boarded the flight home we got this voucher for 150$ off our next Sunwing trip. What a joke. There was also a clause that states we could have had the return flight reimbursed and make our own accommodations to return to Canada. I WISH I WOULD HAVE KNOWN THAT THE DAY BEFORE. AT LEAST THEN I COULD HAVE MADE AN INFORMED DECISION. Receiving that info as I am boarding is unacceptable. SUNWING should be ashamed about how they treated their customers. Never again. Bad weather and delays are a risk with travel. Poor communication and disorganization are totally unacceptable. Never again. Next time I will book with another company. This is not the first time I have experienced poor customer service with Sunwing but it will definitely be the last!

Tuesday April 17th we were booked on Sun wing flight 595 leaving Calgary at 7am direct to Cancun. We arrived at airport at 5am to be told our flight delayed till 10 pm and no guarantees it would go out then. As it was it did not depart till 3am on April 18th.
Very little information or support from Sun wing counter. We had this trip booked for my husbands 60th birthday and he had already booked time off work. Would not be able to make up lost days at resort, we paid for 7 days expected 7 days.
Sun wing gave us a $15.00 food voucher for each and had to be used that day.
As many others panicked and scrambled to book flights one way on another airline so we could arrive at a decent time on the 17th. We booked one way on Air Transit paid $778.18 for 2. Had to pay for our luggage 25.00 each plus airport pick up was $80.00 US dollars.
I had already pre booked my seats on sun wing flight 595 for $20.00 each and paid the fee of $25.00 each for luggage.
Was informed on way pay people that did wait and go on flight April 18th at 3am where compensated at least $600.00.
I understand that Global News was even contacted
This is my 7th time flying with Sun wing and Iam expecting decent compensation
Thank you
Patricia Zobrist
[protected]

I booked last october for an ocean view junior suite room and was given a non suite regular room facing bushes. We did pay a lot more for this room type. Also sunwing did not mention anywhere that locals use the resort Saturday and Sunday. There must have been over 100 young locals using the pool area. This ruined our last 2 days as they totally took over the resort. Many tourists were very uncomfortable as they were very loud and rude. My 1000 dollar canon camera was stolen from my bag as one stood behind me as another distracted me. All of this totally ruined out whole stay. I have booked a ton of trips with sunwing and hope I can be compensated for this.
Ryan kurnell
[protected]
Policy number [protected]

We booked an all inclusive trip from Montreal to jewel Paradise Cove Spa and Resort for April 1st to 7th 2018. Purchased the price drop guarantee for 49/person in November 2017. I watched the prices and room availability. All of a sudden when the price dropped substantially the room category changed from Premier guest room to Supersaver Premier guest room. I contacted Sunwing and without stating that I had already booked our trip I asked what the difference was in the 2 room categories as they were both listed on their web site. I was told by a sunwing representative after consulting with her supervisor that the y were the same room only the price was different. I then contacted my travel agent and told her this info and that I wanted to apply the price drop guarantee. After many lengthy discussions with the customer loyalty department at sunwing they agreed to apply the price drop even though in their words it was "a different room category" which was an outright lie. The following day she got back to me letting me know. i responded the following day, after confirming that here were rooms available and paid the balance of the trip in full on January 27th. They said that it could take up to 6 weeks for the credit ($700.00) to be refunded on the credit card. On March 13th I still had not received the credit or confirmation so my agent contacted Sunwing again. A supervisor told her to call between 10am and 6pm for a conference conversation the following day. They never answered her call. Finally on March 16th they contacted her stating that the price drop was confirmed on the 24th and payment was processed on the 27th and there were no rooms available as of the evening of the 25th. Which was not true because i checked on the 27th before contacting my agent. Sunwing stated that if I had a screenshot showing that there was a room available on the 27th they would honor the price drop guarantee. I was obviously unaware that a big company like Sunwing would need me to take a screenshot for theire records. The burden of proof was on me! On March 17th a screenshot was taken for the very same resort, same dates and same room category showing that here were still rooms available. Not only did they not honor their policy meaning that I lost $700.00 I also paid $98.00 for the price drop "guarantee" bringing my total loss to $798.00

My husband and I were on flight 781 from Montego Bay to Hamilton on Sunday. It was a disaster.
Flight was suppose to leave at 2:20pm but we left at 7pm. We were given food voucher as we were boarding the plane, but was no good to us as it was only for Montego Bay airport. We were suppose to fly to Hamilton but found out as we were landing that we were going to Toronto. We then sat on the tarmac for 6 hours. Then it got worse. Waited in a luggage line for 2 hours to hand in paperwork to have our luggage sent to us. We still don't have our luggage!
Then we had to figure out how to get to a Hamilton airport to get our car. Waited in line another 2 hours to get a taxi voucher. Told to then wait in another lube for limo taxi. The commissioner confirmed we were in right line up. Waited in that line for an hour. Took taxi to Hamilton then told we have the wrong voucher and I had to pay $137 for the taxi.

I expect compensation for sitting on plane for 10 hours with no food. I expect my luggage delivered this week. I expect the taxi home to be compensated.

I am giving you the opportunity to make this right before I contact my lawyer.

Steve and Kim Tocher
112 Binhaven Blvd
Binbrook
[protected]
Booking number [protected]

I was on flight from rio Hato panama on Monday April 16 2018 that was scheduled for departure at 1740 got delayed to 1900 then 2100 then didn't actually depart till after midnight the sunwing Rep didn't know anything we got delays from someon else at resort that was on our flight. Before we got on plane pilot Nancy came and talked to everyone the crew wasn't gonna have enough hours to make it to Toronto ont, we were told that we going to cancun Mexico and spending night there for crew to get rested I didn't believe when they told us this and I was right we landed in cancun we were told we weren't getting off plane another crew was coming and would be there in 15 minutes which turned into 3 plus hours before with no air conditioning on plane while we waited they could have been fueling and filling supplies while waiting for re-crew we took off we were between 12 and 13 hours on plane I feel we're being lied to right from start. I work on the railroad and I understand hours and how they work in the transportation industry we could have just stand in panama but no they went to cancun with no intention of getting of plane just getting the new crew on then refuel and fill with food water and other supplies that they just did in panama, I didn't get what I ordered from duty free on way down they kept blaming weather in Toronto but there was no flight coming to panama on Monday so they sent plane from Calgary to Cuba then to panama then to make toront with same crew I was guessing in panama at 2000 that they weren't Gina have time to do all that and I was right. I feel I and we were lied to from start to finish of trip home

WG516 04/15/2018 Return flight from Cancun to Toronto. I understand the weather cannot be controlled. But Sunwing still have to be held accountable for making customers wait - at the Hotel lobby, bus terminal and airport when they know for a fact that flights will be cancelled. Arrangements should be made ahead of time to provide, next flight schedules, accommodations and not give paying customers the run around and false hopes that they will get home as scheduled.

WG684 Tuesday April 17th 2018.
Obviously considering the ice storm which occurred we were not surprised by some delays of back log etc... totally understandable.
That being said, 2 delays later, a board that was changing flight times back and forth, and almost no one around to answer questions left us beyond frustrated. The screens had no signage or branding anywhere, so most of us had no idea where to go. Almost like they wanted to be hidden with the chaos going on. Flights were in and out all day with a few exceptions so weather clearly wasn't the real factor. Later to find out it had more to do with staffing issues with Swissport. So now our flight is set to leave the next morning, 1/2 day missed at work for nothing. Extra cost for food and coffee etc...
And while we were offered a taxi home it still doesn't get back out time lost and or make up the poor customer service overall.
If there was another flight available I would have quickly jumped on! And I will let
Everyone know exactly what my
Experience was.
Not acceptable!

Hello... I was to Club Karey in Varadero Cuba from Feb.18 to March 3 2018.. My booking was through Marlin Travel.. Saint John w. N. B. My booking no. was [protected]
I was there for 2 weeks. The whole time I had no hot water, the hotel restaurant had no hot food. No TV reception or telephone service (even to front desk) The Ac and refrigerator worked very seldom. There was mold everywhere. The stairs and railings were loose and chipped. The place was a total mess not fit to be occupied.
When I complained, I was told they were working on fixing things. Another room was offered, but all the rooms were basicly the same... EVERYONE was complaining.
I was told by the hotel maintenance people that the hotel was not realy ready to be reopened after the huricane last fall.. The staff did there best to help, but there is only so much that they could do with what they had to work with...
I complained to Marlin travel upond my return and was told this week that it was passed on to you... Maybe I should talk to my Lawyer to see what HE can do for me...
Kenneth Innis
219-3 Carleton Kirk Place
Saint John N. B.
E2M5B8

you can reach me by email at
[protected]@gmail.com

Flight wg 389 Varadero to Kelowna April 6, 2018.

Arriving at the Varadero check in the agent said they were upgrading to First Class for half price, usually $100, now $50. I asked what that meant, he said lots of leg room, being over 6 ft I went for it.

Handed him a crisp clean new $50 Canadian bill, nothing other than a seat number 2F, my travelling partner declined the upgrade got seat 2C?
I thought something was fishy. My seat was nothing but the bulkhead of the forward washroom with the silly tray that comes out of the seat seperator and as far as leg room, it was worse, the traveller in seat 2C put his feet under the forward seat with far more comfort than I.

Who got this $50? The cuban agent? Complaining to the flight crew on disembraking one attendant nodded knowingly the upgrade was not worth anything, the other said something like "well thats the cuba".

The other "upgraded"! family, grandpa/ma son/daughter in law /child/son also paid and were LIVID as well.
I would like my $50 back and who got the $50 I passed to this cuban agent?

The picture shows their may be a little more legroom across the aisle in seats BC with the little cutout in the wall, my seat 2F had no such cutout I was jambed with my feet at the wall. Who would pay the full $100 extra for this? It should be $50 off a regular seat . Can I have my $50 refunded please.
MN Yanke
812 5th St
Nelson BC
Canada V1L 2X5
[protected]
[protected]@shaw.ca

We just returned from a vacation at Punta Cana and we stayed at the Majestic Elegance.

When walking the beach, crossing the properties of both Royalton hotels, all the vacationers from other hotels were constantly harassed by Royalton representatives, trying to sell memberships. The sales tactics were very aggressive in nature i.e. chasing, yelling and blocking off vacationers who were simply trying to take a walk down the beach.

We stayed at the Royalton Riviera Cancun last year and it was the best resort we've ever stayed at. That's why we were very surprised that a classy hotel chain would use such unacceptable sales tactics.

We felt that your office should be aware of this as we feel this will definitely affect reputation of Royalton resorts.

My wife is in a Montego Bay Jamaica hospital due to complications caused in part by elevator door at Royalton White Sands closing and hitting her head as she was normally entering it. A massive bacterial infection came on and we had to miss our flight back to Toronto yesterday. SUNWING now wants almost $1000.00 to take us home. The Royalton is charging me $222.00 night and I must leave and go elsewhere as of tomorrow.
Hospital bills in only two days over $6000.00 USD & cab fares $120.00USD
At this point I'm not sure how much my insurance will pay.
Our booking number is [protected] and I am Ken Coleman

Myself and my family went on a holiday to Cancun, Mexico from March 3, 2018 until March 10, 2018. We stayed at the Royalton Suites. We booked this holiday directly through Sunwing. We were disappointed that we were not informed of the pre booking of the seats and that it was only 4 hours prior to the flight. In all other instances where we have taken a plane, you can book your seat 24 hours in advance. We were also not notified that you could only book the seats on a computer, not on your phone. That made it really difficult for us, since we had to leave at 4am from Kamloops for our flight and we needed to sleep since we were getting up so early. We tried to book in the morning but there was some kind of error. So, myself and my family were all split apart on the plane for the flight. Once myself and my family got on the plane in Kelowna, BC to go to Cancun, there was an over an hour and half delay before we even ended up taking off. There was an issue with one of the doors on the plane in addition to some de-icing of the plane that needed to happen. After that, we were delayed with paper work that needed to be done because of these issues. It was pretty frustrating to get delayed as we were all excited to get there. Our holiday was nice and we all had a good time. We ended up booking a swim up pool and my children were very excited to swim in their own pool. Once we got to our room, we felt the pool water and it was freezing. We had called to reception multiple times to see about getting the pool heater turned up and they said someone would come and check it. Nobody ever came and we realized after a day that there isn't a heater in the pool, they only get heated up by the sun. We ended up changing rooms to another swim up room and it was the exact same situation that the pool was too cold to even go in, let alone swim in. We talked to our butler and he gave us the option of a presidential suite and we were very happy with that instead. We had just wished we had that option prior, as it was disrupting to have to change rooms 2 times. Everyone was very nice and helpful at the resort. We were sad when it was our time to leave. Once we got to the airport, we checked our bags and got on the plane. We were not greeted by any of the stewardesses when we got on the plane. We were delayed again, but this time it was because we had to stop in Regina for gas because the plane wasn't going to make it all the way to Kelowna. The plane didn't even take off until at least an hour and a half because of this change and we were told it was because of additional paperwork. We feel like all of this could have been dealt with prior and additional gas could have bee organized prior as well. We stopped in Regina for about a half an hour for gas and started flying again. One of the reasons why we chose this flight in particular was because it was a direct flight and we weren't going to get into Kelowna very late. We also needed to drive home to Kamloops, BC once we got off the plane. It didn't turn out to be a direct flight since we had to stop in Regina and were delayed multiple hours. As we were exiting out of the plane, there was nobody to greet us, to apologize for the delay or just to say thank you for flying with Sunwing. That was very disappointing and there was nothing offered to us with this over 3 hour delay. We parked our vehicle at the airport in Kelowna and once we finally landed and got our bags, it was after 1am. Our flight was supposed to get in at 9:30pm. We ended up paying for an extra day of parking because of this delay and do not feel like that was fair. We ended up getting home in Kamloops around 4am, which should have been around 12:30am. We were all very disappointed with the flights and the delays on our family holiday. We do not take holidays very often and this experience we had with Sunwing left us with a bad taste in our mouths. We would like someone to follow up with us over email regarding our experience. Thank you.

Travel Smart membership # 6252871

On Tuesday 30 January, during my stay at the Royalton Negrill (Jamaice), I was a bit overwhelmed and pushed to sign a contract with Travel Smart (TSVC). At home, after reading all the various documents, it appeared that the memebership didn't meet our needs. I cancelled the contract within the 5 days rescission period (Clause 7). This would mean I would be reimbursed the amount(s) that TSVC has received from me minus a 15% processing fee. The amount I had paid was $ 3, 495, meaning I should receive a refund of $ 2, 970.75. I only received a refund of $2, 537.25 and the direct debit collection is still active and on 28 February an amount of $ 517, 35.

I contacted the office of TSVC at Royalton Negrill but they refuse to pay the amount due. Unfortunately I can't attached the email string and contract. I've also attached the contract of the memebership. Furthermore, even after my cancellation within the 5 days rescission period they won't cancel the direct debit on my credit card. TSVC confirmed, although I have cancelled the contract, that the direct debit would remain active. It is absurd they keep collecting money for a service I've cancelled (and therefore never use) and they refuse to reimburse the amount they contractually (legally) are obliged to.

As Travel Smart is part f the Sunwing Tavel Group I hope you can help me in this matter and adhere them to their contractually obligations? Please let me know how I can share the relevant documents (emailstring, contract, etc.)

Kindest regards,

Willem Smit
[protected]@online.nl

I am writing a second letter to You about a refund for an Excursion We stayed at Los Delfines from Feb 17 to Feb 24 I book the Havana Day Trip on the Friday of that week Our Tour Contact was Germaine On the Day of the bus Trip My Grandson was very Ill with Upset Stomach and Diarehea He could not get out of Bed As We were leaving the next Day I did not get to Meet with our Sunwing Rep at the Hotel and I would like to know if I am entitled to some sort of refund The food at that Hotel was VERY Bad Same thing over and over and Hot Food was not kept at a proper Heat level and I believe that is How He became ill I sent an email the Day after We arrived Home and Had NO response Yet

I recently had a vacation to Cayo Coco Cuba... I booked my trip Feb 17 2018 for a 1 week all inclusive for Feb 27 / 18 to March 7 /18 When I got to check in at the Ottawa airport which we were 2 1/2 hours early... the ticket agent said we had to pay another 50$ for Elite tickets... my sister and I were shocked and immediately said that isn't fair... we already bought our tickets why do we have to now buy elite tickets? girls reponse was that all seats were taken and that everyone ordered their seat tickets online... how is that possible that everyone ordered their seats online? sounds like a gimmic to sale your elite tickets... as we were excited to leave for our trip I said lets just pay. There was a moment as sales agent was talking to us and talking on phone... I presume confirming our seats... So my sister and I both paid an addional $50. with our visa for elite tickets...? when we got in plane we were seated at the wing... to which there was a pilot also in our isles.. also in the other Elite seats was another pilot and I believe 5 stewardesses... I am shocked at our treatment and the lies that sunwing agents go to... to try and sale their elite seats... when clearly they over booked seats and now we have to pay the price. Later I questioned a few people also on my flight and asked if they booked their seats online... their response was "No" therefore clearly it was an overbooked flight for regular seats leaving us to pay the price for sunwings error. Maybe if we would of put up a fight or asked for a manager things would of been different... or did they see us coming... I am discussed at the means that sunwing agents go to... to sell their elite seats... I am requesting a refund of $50 each (total $100 for the 2 seats) I would like to be contacted back from someone with authority to take care of this matter... our flight #WG608 to go to Cuba and WG609 to come back to Ottawa...

We travel to Varadero from Montreal on January 23. We paid for extra suitcase. And Sunwing lost two of our suitcases. We came back, call, went to lost and found, and nobody can explain us where are our suitcases. We complain with Sunwing vacation, we called, we sent a complain, and here we are 2 months later, and no reply. We lost our money and our suitcases. And Sunwing does not seems to care at all. Nobody can reply. My name is Robert Labelle. [protected].