Sunwing Travel Group
Reviews and Complaints

Our holiday was booked with TUI last September and they used your Sunwing airline for the flight travel. Before I send all documents can you please tell me if this is correct place to make complaint re treatment when one of your flights was redirected to another airport due to bad weather? My partner who is disabled was not given the welfare assistance he had booked for and we were left with no support or help at Manchester Airport and then had to travel 6 plus hours by coach to our original airport Norwich next day. TUI and ABTA has advised me to complain directly to your company.

Dear sir or madam;

It has been a month since we went on an all inclusive vacation through Sunwing to Playa del Carmen. We were certainly looking forward to our trip. The flight there was good and the staff friendly. However, the seating arrangements of the airplane left a lot to be desired. Having an artificial knee plus some back problems, there was not sufficient room for a comfortable flight.
The return trip was not good in my estimation. First, the plane was delayed which would have been OK if we were told why and for how long. When it arrived and let off a number of passengers, the staff did a good job to get all of us on the plane. Unfortunately we were told that there was not enough fuel to make it back to Kelowna and had to stop in Regina to refuel. This was certainly inconvenient since it added 2 hours to our return flight and still had to drive to Penticton very early in the morning, arriving there at 2:30 am.
After a few days I did some research on the airplane re: seating, maximum weights, amount of fuel carried and the limits of flight. Certainly when our plane landed in Cancun to pick us up for the return flight is was not filled up. If it did, calculating the average weight of passengers, baggage, fuel and consumption, the plane would have been overweight for take off. We were not told this. I would assume that the pilot and crew as well as Sunwing staff, knew this ahead of time. It would have been impossible to make a non stop flight.
I realise it is a fine line between making a profit or not. I think that regulations re: baggage are not followed. It seems that every year the overhead baggage increases in size and of course weight. Maybe taking less passengers and changing the seating space closer to what the airplane was originally designed for, would have lessened over loading and increased passenger comfort. I know this is not specifically the fault of Sunwing, there are many other airlines that do exactly the same thing.
I do not think I will ever fly in "budget" airlines again. Spending the extra money will be well worth it.

Regards
Karel Doruyter

To how concern. My booking # [protected]
Last Friday February 16, 2018 the all group family were send to the shopping tour from the Iberostar paraiso del Mar with one of your NEXUS transport, and our vans tour was severe stroke by behind on the highway 307 and all passengers were transported to the COSTAMED hospital. After all medical test done we were not allowing to leave the hospital because the insurances tours cars involved did not agree with the accident the responsibilities and the hospital staff suggested us to pay in front to later get reimburse by the insurances. We have 3 infants between 1 to 3-year-old with no food or baby supplements because everything was in the resort, we keep asking for the police report or medical report to at least call our insurance company in Canada bot no one help us not either the Sunwing resort front desk, or the represent from the resort. Around 8pm We decided to leave the hospital and surprise outside was the insurance agent from GNP (seguro de auto GNP.com) Waiting just to see if we paid, after they just laugh of US and left. Them an argument with the hospital staff start. All day was lost and every one on pain and no one knowing nothing to help Us. We call the Canadian Consulate and they just toll us to consult with the Sunwing agent for help. We just request to get our reports to proceed with the medical treatments' back home, and a refund. Half of Our vacation missed and here now in Canada with no medical or police accident report, thanks God we're alive. More pictures of the accident and hospital on request. Below all the your tour transport passengers. Hope to know soon from you. Thanks.
Basilio Rodriguez Lopez [protected], Anayansi Gutierrez Alabarca [protected]
Yurine Macias [protected], Alexander Rodriguez Gutierrez [protected]
Erick Marino Rodriguez [protected], Verushka Nadir Cabrera Batista [protected]
Basilio Rodriguez Mordock, Teodolinda Lopez Tud, Victoria Alabarca including the 3 infants.
Booking# [protected]

Bonjour,

Voici quelques photos de nos bagages briser suite au vol w614 de Montréal a Camagüey le 25 janvier 2018, je me suis rendu à ma représentante Olive à l'hôtel brisas santa Lucia lorsque j'ai constaté que mes bagages étaient hommager. Voici quelques images donc vous auriez déjà reçu de la part de ma représentante . J'espère avoir dédommagements a cette effets cela fait déjà deux semaines depuis mon retour et je n'ai toujours pas de retour de Sunwing nous étions un groupe de 12 personnes et d'autres personnes de notre groupe on subit la même choses pour leur valises.

Merci en espérant que cette situation se règlera rapidement .

Re: Sunwing Vacations Booking Invoice - 98644163I
I am writing in response to the attached invoice .

We booked this flight for our 37 year old daughter and 6 year old granddaughter. ( Cuyler and Riley)
She has been trying to get pregnant for 5 years and very luckily it just happened and she just found out.

Due to her age and the fact that Mexico is still on high alert for zika virus, she had chosen wisely not to come .

Approximately 2 weeks before her flight she spoke to your customer service rep and was told because she didn't have insurance she would lose her flight as it was so close to the date and they couldn't sell the seats.
The date of the flight both flights were filled and sold out .

After insisting and speaking to a supervisor she was offered a credit with a $500 penalty.

I think this is absolutely wrong given the circumstances. The medical condition certainly warrants her choice to not travel.
( we had a friend who broke her wrist, had no insurance and Southwest airline gave her and her husband a full credit for their trip!)

Please escalate this request for a full reimbursement to the appropriate person .

I am a very avid social media user and I hope I don't have to post this story on FB, Instagram and Twitter.

Thank you in advance
JoAnn Kropf -Hedley

My spouse and I booked a Sunwing vacation package from February 7 to the 12th 2018 to Punta Cana in the Dominican. Our resort was Vista Sol Puta Cana. We arrived at the resport around 11 pm. After checking in and putting our belongings in our room we went to the snack bar to have something to eat. The food was very cold and tasted horrible. The people working were telling us they are closed as we were trying to eat. The food also in the buffet also didn't taste very good but we had to eat something. Two days into our vacation we both stared getting really bad stomach pains followed by vomiting and diarrhoea. That lasted for a full two days. Even after the vomiting stoped we still were not feeling 100%. We had book a trip on the plain. We booked it for the Saturday we were there. I called the morning of the trip to reschedule it due to our illness and the rep said it was not a problem and it was switch. On the day of our day trip the bus never came to our hotel and the Nexux tours rep called to find out why and they told him we were not on the list to be picked up. He recommended we pay for a taxi to go to where the bus was and get a recite to ask the other rep for a refund. He stated that was our only option or we would miss the trip. The next day when I asked for our money back the rep Johnson laughed in my face and told me to find the other rep who told me to do that and ask him to give me the money out of his pocket because nexux won't give me anything back. At the point I was very frustrated and still a bit sick. I called Sunwing and Nexux and they called Johnson and spoke to him on the phone. After that and be complaining for about 20 min we eventually got our money for the taxi. This is not fair what we had to go through. Everything went wrong on our vacation. No one at the resort who we needed service or help from spoke English all the people who were trying to us something spoke perfect English. The time share people followed us everywhere we went. They have there table right in front of the buffet so they would ask us every day if we could go to the meeting. They followed us on the beach. They tried to make us feel bad by saying they didn't eat yet for the day and they just need money for school. This is the worse vacation I have ever been on. Both my spouse and I are better now that we are back home but still not fully recovered. We are looking for some type of Compensation for everything we had to go through.
Thank you for your time
Juanita

On January 24, 2018 we were to depart from the Edmonton International Airport at 7am We were delayed until 6:45pm. We arrived in Cancun at 4:30 am. Others were given a credit on their excursion for the delay and we were not. I have filed a complaint with the credit card company that I am disputing the charges. I would appreciate a phone call [protected] Lise Prosser

I paid $90 for private transfer from Aruba airport to Tamarijn hotel on February 3, 2018. When I arrived at the airport, the Sunwing rep Irene knew nothing about it and sent me to the buses where they may know more. At the buses I was told to go back inside. I went inside and was told to look for a man with a ponytail. After waiting an additional 25 minutes and 3 calls later, I arrived st the hotel, the same time as the bus. I wished to lodge a complaint and to inform Sunwing that I would make my own transportation arrangements when leaving on the 11th. To that end, I wish for a full reimbursement of my $90 + hst. When I spoke with Irene, she suggested I contact Sunwing when I returned to Canada. Unfortunately, Irene has proven herself to be anything but trustworthy. I wish to receive confirmation of a credit to my credit card for $101.70. This of course does not compensate for the angst and time wasted in trying to resolve this matter

January 4, 2018
Customer Service Sunwing,

This letter is bringing your attention of my experience and while on vacation to Cuba Varadero at Blau Privilege Libertad, Booking #[protected], Room 3008.

On January 15th to 22th of January I went to Cuba Varadero at Blau Privilege Libertad with a friend and I'm very disappointed, unhappy of the service there being my first trip.
We had all inclusive and if we didn't tip the service was awful. During our stay we had some items been stolen in the room. The items are 3 pair of black pants personal items such has cosmetic, razor, body cream.
Being a first time traveller this is unacceptable and very upset and not planning anymore vacations with Sunwing while I do realize the staff at the hotel are beyond your control . I would like to restore the trust in Sunwing and be able to return as a client.
I await your reply,
Kind regards,

Yvette Lapensée
[protected]@hotmail.com
[protected]

Feb 1 2018

I just received an email stating that my flight from Montreal to Santa Lucia Cuba has changed on March 1, 2018 from 5:50 am -9:55am to 11am - 17:00 with a lay over in Varadero. I understand that times could possibility change but I did not pay to get the lay over. If I wanted a lay over my price would have been cheaper. I wanted a direct flight now we (all 8 of us) are missing a hole day because of this. I am very disappointed. Because I didn't pay for a lay over we should be refunded something

we purchased an excursion {horse back riding} while on the aircraft in transit to Punta Cana on Jan 4th flight # WG436 booking #[protected].we purched 3 adults and 1 child, however The child was unable to take part due to illness, also the horses were too large for her but when we asked for a refund
{Can$ 40.00 }, they said to contact Sunning.thanking you in advance for your attention in this Matter.
Barbara & Maurice DeBarros

Jan 30/18 we were quoted $4, 255 for a family of 3 to go to disneys port Orleans riverside from apr7-14. Called back feb1st only to find out that the price went up to $5, 565 per family. Reason was that the children were now being charged adult rates?!?!? Are you kidding me! With no explanation, I tried westjet and air canada only to find out they are sold out at that time! So because only sunwing has the availability (3 families of 3 ea) they can jack up the price? Who goes to Disney and pays adult rates for their children?!?! But if you check availability for July they offer children's rates! So just because you CAN you charge children adult rates! Absolutely disgusting! No wonder westjet and air canada were sold out! If this is what you call good service, then pat yourselves on the back! You want to charge us an extra $3930 (between the 3 families), based on principle, we will NEVER book through sunwing AGAIN!

January 28th 2018

To whom it may concern,

Booking # [protected] Stayed at Riu Santa Fe from January 20th to 27th 2018

My Husband and I are not novice travellers. I have enjoyed Forty-Seven All inclusive Vacations and my Husband Forty-three. Plus Three to Ireland/England. Many of our vacations as you will see by your records have been with Sunwing.
On our recent visit we had an amazing time, no complaints at all about the Riu Santa Fe and our experience there, but I cannot say the same about the Sunwing representatives - Nexus" who are a bunch of Liars. This is not slander, and I will provide proof and have some pictures to back my facts up.

The only refreshing part of our experience with Sunwing was we were given the hotel registration forms to fill our during the transportation to the hotel, which ensured the best check in we have ever experienced; this was thanks to the Staff at the Riu Santa Fe. I asked the Sunwing representative who said she was the Nexus supervisor about transportation outside of the hotel, as we had a Dental appointment in town and she told us that we had to take a cab, because we would have to cross the highway and endanger our lives in order to take the Bus on the opposite side of the highway. That was the first lie, she told. The bus is right outside the hotel, fortunately for us I had been told by members of Trip Advisor that the buses were outside the hotel gates and also this was confirmed by reception. The cost of a taxi is $14 USD while the bus is 25 PESOS for two people.

The second lie was telling all Guests on the bus that the hotel was having trouble with unsavoury individuals deceiving Guests about transportation and in order to protect us we had to bring the vacation passport booklet to them the next day (21st) and be given a stamp and information about when the bus departs. The Sunwing representative was too intent on trying to hustle tips for the driver whom she claimed had 14 children and needed balloons/condoms to prevent further kids (very tacky).

We stood in the line the following day (Jan 21st) and finally got to see a Sunwing representative who was trying to sell us tours. I cut him off and told him that we were there to get the time of pick up and voucher for the Bus and that is all we wanted. We were then told that we had to come back the next day because they did not know the times and had to have a formal stamp on the vacation passport from their office. At that point my Husband and I were totally cheesed off because we knew that we were being lied to. We said we were not Novice travellers and asked where they keep the flight schedule book along with other tour operators so we could check the day before we left, just in case the flights were changed. Well they don't do it that way, on their lists they will tell you the flight number and day of departure, but do not list the times of pick up*There is no flight schedule book at this hotel*. I was really upset and told him to please just tell us the pick up time, that we did not want to waste anymore precious holiday time being in another line up the following day on the 22nd and that we wasted enough time just having to see Sunwing and asked for the booklet to be delivered to our room. At that point I was directed to the Supervisor, who in turn told us that we were interrupting her with other Customers and that if we wanted our transportation that we had to come back the following day on the 22nd.
We were so upset that we went to the receptionist and requested to speak to a person with Authority such as the General Manager. We spoke to Sara Perez who is the Deputy Host Director. Sara went over and spoke to the Supervisor and talked to another Gentlemen and it was arranged that we would pick up the booklet with stamps and bus pick up time
at the reception at our convenience. Ironically the booklet with the stamp was delivered to our room the same day 21st and it had the time for a 4:00 am pick up and note to be on time.

On the day of pick up my Husband and I were at the entrance at 3:50 am to be there on time for the 4 am pick up and no other Guests were there. We were pretty stressed out and finally relieved when we saw other Guests at around 4:15 am and of course asked
them why they were late. We were told that the pick up time was 4:25 am. I took a picture of another Guests booklet and ours too for proof. Okay so your Sunwing representatives sure got the last laugh and taught us a lesson for messing with them.
Then add the THIRD blatant lie……….. we did not need the booklet. No one checked the book, no one did a list check nothing. All Guests just got on the bus and it left.
The Riu hotel had no control over how your tour operators run their show. There is a real big game being run by your Sunwing representatives at the Riu Santa Fe to take care of
Their commission and best interests and this is being done at the expense of your paying Guests. This would be fine if you have novice and travellers who like to do tours, but for those of us who have been there and done that and like to explore on our own; this game is a disgrace. This kind of garbage has not happened to us in 17 previous visits to Mexico, 23 to Cuba, 3 to Jamaica and 3 to Dominican and with Five AI vacations in 2017 this is not a change to the system. What you have at the Riu Santa Fe is a crafty bunch of Sunwing Reps who have figured out another angle to make money, lie and instil fears in your paying Guests.

It is bad enough having an early flight like that, but to have such a vicious game being played because we complained to a person with authority? We could have slept in till 3 am instead of getting up at 2 am in order to be on time for pick up.
Then to add more insult to injury we get to the airport and no one was there, the airport
building was not lit up; the only staff there was security. We waited about 20 min for the airport personnel to get there and set up. I have pictures to prove this too.

The first strike with Sunwing was no champagne service, as Sunwing advertises, but that was water off a ducks back. The second and third strikes as mentioned above is just plain wrong and should never have happened.
This matter does need your attention and my Husband and I expect something to be done about it.

Loraine Jesse

Help! I have just returned from a fabulous week in Jamaica on Flight WB721. We treated two of our children and four grandchildren (10 of us altogether) to a family trip at Runaway Bay Jewel Resort. Everything was great - i was planning to write a rave review. But we have just arrived home and I have unpacked my bags - I am in shock to discover that two pairs of RayBan sunglasses have been taken right out of my luggage! Never would I have thought something like this would happen, but I packed them carefully in their cases and opened my bag to discover two empty cases! I can't believe this could happen and I don't know what to do at 10:30 pm on a Saturday night. These glasses are both less than two months old and were around $200 each - no, I don't have the bills. They're sunglasses, they fit, I had no need to keep the receipt. This trip cost us a lot of money to take 10 of us to Jamaica, and it was a perfect week, until tonight. Please advise me what to do next - this is quite upsetting to think someone would go into my luggage and steal personal belongings. Thank you for your assistance.

Booking Number: [protected]
Booked though Stonehouse Travel in Stouffville
Travel Dates - January 20-27, 2018
Rev Dr James and Valerie Clubine
28 Williams Street, Unionville, ON L6C 0C2

Sunwing has this "worry free" cancellation insurance where you get a credit voucher for your next trip. So far, so good, until you go to use it. When you want to redeem it, they charge your credit card first and then say they will reimburse the card once they process the voucher. If this process took a few days or even a week, might be ok. We are still waiting three and a half weeks later for the amount to show up on our credit card. Of course with such a delay we have now had to pay our statement and find the money upfront. So at this point, we have paid twice for what was not a very great holiday, so we already have completed the travel as well. All we want is for the reimbursement to be put through; we have sent multiple emails asking for clarification to no avail, so we haven't even been given a timeline for when they will return our double payment.

Booking number [protected] flight wg515/516 coming back from Cancun. Delay 9hrs going down missed a full day, arrived lost 2 baggage's, 1 retrieved 2day, still missing one, items missing from luggage. Cancun reps are incompetent, no customer service skills, lies after lies, had no clothes had to go buy some, reps would not give money kept telling me to come back thought it was funny
wasted everyday 1 hour or 2 because we had to keep explaining our case to the them . Ask to speak to manager would not let me did not pick us up at hotel kept telling us bus was coming buses did arrive but our names were not on list, had to pay 30 to get to airport to find out we were delayed again. Trip was for my daughter 16 birthday disaster she still does not have her luggage wasted more time trying to find out where luggage is. World tracer reference 10680. Ave left several message to Central baggage no response back. I have text messages from rep in Cancun (Ariel) stating to come get money go there no money. Exertion was not was it was suppose to be 2 things were closed cost us 580.00 the tour guy said its been closed for months and the snowing reps should no that.Also told us about $1500.00 rim credit did not state there are stipulation on it that was so misleading speaking to the snowing rep they told mi could use it for anything within the resort as long I am requesting a full refund for my luggage and all items in it, and items missing from my luggage. In my open I think my whole family deserve another vacation since this one was disastrous .ruined her 16th birthday very special occasion for her and us

We went 6/8 days with no hot water. The building didn't have a working hot water heater. And the staff knew this when they put my family in this building (16 people) Finally moved us all on the 6th day to a different building.
A couple Safes never worked. One room the door didn't close - repeatedly asked for this to be fixed. Never happened.
Food was undercooked and cold.
Bathrooms around the resort were locked at times- so when my family had food poisoning from the food at the resort. They were not able to use a bathroom when needed.
There was not many locks on the bathrooms doors and you were lucky to have toilet paper
No lights on the stairs to room. Non-drinker fell down them as they were poorly lit.
No clean towels given in room- told laundry did not work. But there were beach towels being offered. Sheets/ towels were cleaned once in the whole trip
One of the kids puked in bed and went without any sheets for 3 nights.
Dead bugs in one of the beds.

Booking reference # [protected] & [protected]

We have encountered our worse in Cuba for the Second Time, due to the fact that one of our Luggage's went missing the second we stepped into the country which is very unfair, resulting from the lack of responsibility from Sunwing Airlines.

Two of our family members have no clothes, swimming suite's, toothbrush, brush,... anything  what so ever for a vacation that we plan only once a years. 

We have been given 50 pesos a day which barely covers the costs of one T-Shirt. We spend over 600 pesos for basic needs.

This is as bad as it can get for our family in a foreign country surviving only on the minimums. 

We are unable to join any activities, We are unable to take any pictures due to the fact that anything we buy from the resort or market is extra large or out of figure. 

We have had the option of wearing winter clothes which we wore on our way from Canada to Cuba. 

As a Canadian Citizen we are living in a worse situation than a homeless person in Canada.

We were unable to make any international phone call to Pearson Airport to follow up, due to the fact that the Sunwing Representatives refused to contact the Pearson Airport themselves, because it may cost too much for them by the minute which is insanely ridiculous.

We received our luggage after 4 days but so late...

Sincerely,

Fereshteh Riazi.

Hi.

Iam a single mother with two kid! Everything I saw on site was not my expectation! My daughter was sick and I want to leave 2 days after my stay at grand princess sunset. They said all inclusive and lot of thing to do but everything is extra charge. This resort is rated customer service 3/5 not even 4/5. On top of that people here r judgemental and racist. I ask to cancel my flight before we leave but they didn't cancel it! I pay for the cancellation fee but they didn't apply after my daughter still sick! Please help!

Sunwing airline flight WG602 departing Toronto Dec 26, 2017 returning Jan 02, 2018 Booked & paid for 7am departure, arrive 10:35am direct, changed to depart 11:05am arrive in Cayo Coco 2:40pm. Depart Cayo Coco 8:25pm arrive in Toronto 11:59pm direct, changed to 3:50pm arrive 9:10pm with a stop in Windsor to pick up passengers both ways. My flight times were changed by 4 hours to and from destination, added a stop in another city to and from destination, and ran out of food on the plane half way through the passengers. completely unacceptable. Not what I booked, not what I paid for. I would expect some sort of compensation for arbitrarily changing my vacation plans.
Cmast