Sunwing Travel Group
Reviews and Complaints

Just left December 28th three days early. Terrible food, either no hot water, or scolding hot water, terrible choices for room service, no providing water, making you sit through a 90 minute presentation when you don't want to and have paid in full, rude when you tell them no, rude if you ask for water because you can get any to your room, restaurants always closed, not hot tubs, rooms moldy and smell bad, and the mist goes on. Never will I not anything be I know will stay at another one of these resorts. This is by far not what Jamaica really represents. Check your pages and read your feedback. I wish I had before we booked!

We booked our annual christmas travel trip with Sunwing arilines this year. We booked our flight and hotel(2 rooms) through them for 2 seniors + infant(1) + toddler(4) + 2 of us for Puerto Vallarta for Hyatt zhiva hotel + the flights.

We booked our travel on Nov. 6th for departure on Dec 3rd at 6 am. On Friday Dec 1st our travel agent informed us that Sunwing airlines informed her that we dont have reservations for the Hyatt Zhiva All inclusive hotel which is a 4.5 star hotel. Hyatt Zhiva hotel had great reviews, had an amazing beach, great food, rooms and I have status with Hyatt. We were in total disbelief as we were all packed. I had applied for vacation. And we had informed our kids school etc etc.
I spent the whole friday talking to Hyatt Zhiva, reseraching alternate hotels like Grand Vellas (adult + senior+kid friednliness)

They offered us alternative hotels which were around 3.5 to 4 star and didn't have all the amenities or werent popular among the tourists. They offered us Hotel Melia All inclusive and Hilton which isnt an all inclusive hotel instead of offering a comparable hotel like the Grand Vellas.
On checking with Hyatt I found out that the Hyatt had informed Sunwing on November 7th of not having availability(I have proof of this). But sunwing didnt not inform us for more than 3 weeks till December 1st about this. This is gross negligence on their part.

Put on the spot at the last minute and the hassle of moving dates we picked Melia all inclusive hotel.After a long flight with 2 kids and reaching the hotel we were informed by the hotel that we didnt have any reservations. We had to check with Sunwing customer service multiple times on December 3rd to find out what is going on. Finally we were given 2 rooms.
At the hotel all members of our family fell sick (vomittign and diarohea) due to the food for most part of the trip. THis was not our annual christmas vacation but a 7 day trip from hell due to negligence of Sunwing airlines.

Sunwing mentioned that as compensation they would refund us some funds back for the inconvenience of CAN $2750 for 6 people. We found out that the refund amount was just the difference in price of the hotels for 2 rooms for 6 people. No compensation was provided for the incoveneince!

Regards
Vishal

From: Emilia Kovacs
Sent: November 21, 2017 12:06 PM
To: [protected]@sunwing.ca
Subject: Missed sunwing flight WG541 on Nov 21, 2017

Hello Sunwing,

My name is Emilia and Id like to start of by saying I have been a loyal Sunwing Customer until today. We have taken flights maby times to Cuba, Mexico, the Dominican and other parts of the Caribbean and each time we have had a great experience with both the flight and the all inclusive vacations we enjoyed.

Today though was a very different experience while we waited to board our flight to Huatalco Mexico from Toronto.

We got to the airport just after 8 am using the parknfly shuttle. We attempted to check in through the online kiosk and after the first attempt that didnt work, we asked the furst sunwing representative to direct us to the que line for Huatalco.

She told us that the massive line ahead of us is where we need to be. Without issue, we stood in line and kept moving at a slow pace. At around 830 we got close to a gate entrance and we asked a second sunwing representative ti assure us we are in the right line as it is now 830 am and our flight leaves in an hour. The representative at first pulled us to the side, then after waving us in, said, no theres still enough time and we can get back in the line.
At around 855 am we asked the third and final sunwing representative (after we heard others were called for Cancun to bypass the line) to direct is to huatalco.
He pulled us to the side, called someone over the phone thenat 9:02am td us theres nothing he can do, the boarding has been finished and we need to call ourselves to book a flight. I asked to speak to a supervisor as we were very upset about how we were misdirected. After we spome to the supervisor, who was disrespectful and condescending and didnt listen to what we were saying and blamed us for staying in the line, we argued for over 10 inutes until he finally he agreed to call over the site manager but refused to make an attempt to call or board us even though there was 30 minutes left from departure.
After the site manager was called, we explained our circumstances to him yet another time. He attempted to call the plane and was informed nothing can be done as the plane is too close to leaving.

The site manager didnt apologize, he also insisted that thetes a system in place whete his staff go around the lines and call out the names of the cities that are boarding nextand pull peoe from the main line out that way. He also stated that we must have missed the calls ti huatalco and thete was 3 calls, not by the PA system but by individual staff walking around the queue which was close to about 700 to 1000 people long.

We had no option but to call sunwing ask them to hd our tickets they couldnt rebook a new fligjt for us. Instead we got great help from Natasha at lastminutevacatio s who boomed us to a new flight to mexico city AM 0617 and to Huatalco and we will be arriving to Huatalco tomorrow at 948 am with air mexico flight AM 2550.

This is costing us an extra $1070 .

We then had to call sunwing back to reconfirm we are coming and not to lose our original hotel and return flight on Nov 28th toToronto.

Our booking confirmation number is [protected] it was supposed to be 8 glorious days of fun in the sun with direct flights between toronto an huatalco.

Instead because of the lack of a proper queuing system and very unsupportive and rude staff we lost a day, have to pay an extra $1070 for connecting flights and not a great start to a vacation.

I expect that Sunwing does better and compensate us fully for our extra cost and for the lost day from our vacation.

I also expect that our return flight on the 28th is without incident along with our hotel stay in Huatalco.

I can be reached by phone at [protected] or by reply to this email.

I will forward our ereceipt for the additional flight in a separate email.

Sincerely,

A very dissatisifed Sunwing customer
Emilia Kovacs
[protected]@hotmail.com

We flew to Punta Cana On December 3rd, 2017 Flight WG436 arrival in Punta Cana PIJJ Sunday December 3rd, 2017 at 2:30 pm. Booking number [protected] Agency: Expedia Cruiseshipcenters Kitchener [protected]. We Stayed at the Hideaway Royalton Punta Cana upgraded from 7-9 days and the room type was the top of the line Diamond Club Luxury Swim-out room all inclusive. We added The Worry Free Vacation Security Plan, Policy number SW96350101. We also upgraded to choose our seat selection when we booked the trip. Upon arrival to the Punta Cana airport we charged 10.00 USD each to enter Punta Cana, and a 20.00 USD charge each to leave Punta Cana. On the payment summary of our itinerary we were charged 44.40 CND for CAB airport departure tax, Airport Authority Fee tax, and Airport Infrastructure Fee. We upgraded on everything because we wanted a perfect vacation.
Part of the upgrade included a butler, early check in, late check out, premium liquor, adult only, all inclusive five star resort.
We were assured this was top of the line resort, and our experience would include all the bells and whistles and a worry free holiday.
We arrived on Sunday, the hotel staff brought us to the diamond club lounge for us to wait until our luggage was sent to our pre-booked room.
We were not assigned a butler until Wednesday, December 6, 2017.
Monday, December 4, 2017 we arrived back to our room to find our SAFE broken into, the door completely open with no digital display on the read out. I had my $500.00 swarovski necklace stolen and half of our USD money and half of our CND money stolen. We had only been there for less 48 hours, I know how much money was stolen, 150.00 USD and 100.00 CND. That's doesn't sound like a lot of money, but the fact is, our room was broken into and we were violated. I called the customer service desk and told them that the safe was broken into and I needed someone to fix it. Mitch went out to find a security guard, he found one, and said to him, great our room has been robbed and we need you to help. The security guard kept walking. On Tuesday morning, December 5, 2017 a man came from the security department to recalibrate the safe. I spoke with Alex who said he was the conserve about the theft and he said he would let security know. We took a picture of everything that we put back in the safe as proof, if someone was dumb enough to break into our room again.
The security manager, said he was going to start an investigation.
That night, December 5, 2017 we came back to our room, and the balcony slider door was open. This time I wasn't calm cool and collected. The first time was scary because were violated but the second time in two days was a violation of my vacation time and my trust in the security of the resort.
I called the police in Punta Cana and let the phone ring for at least 30 minutes and no answered. I called the SUNWING emergency line to report the two incidences, and to ask her to call the police because I couldn't get through to the police station. She tried for a good 15 minutes, I asked her to record our conversation to show that I contacted SUNWING emergency. I sent an email to my travel agent in Kitchener, with details of the events, and she advised to contact my SUNWING representative at the resort to have this violation looked into. Keep in mind we flew with SUNWING, booked with SUNWING and the resort is owned by SUNWING. Mitch again went outside the room to look for a security guard, he found one, asked for his help, and the security guard kept walking. I called the front desk and let them know that our room was broken into, I was asked if I was going to call the police, I replied that I had, and suddenly we were disconnected, and when I called back to the front desk, no one answered.
The next day I called security regarding the slider doors, a security employee came to the interior door, I let him into the room, and he proceeded to show me how to lock the door, and to show that you couldn't pull the door open. I could see that he was going to be no help. I asked for a broom handle to put across the bottom of the sliders to ensure that no one could enter again. I called security again, and the security manager arrived with another security guard, they proceeded to show me that the door did indeed lock. The problem isn't that the door didn't lock the problem was that its very easy to enter the sliders, I showed him, you could push on the window and it separates from the frame, and a small gadget could easily slide through the opening and lift up the door handle. I asked the security manager for a broom handled. He looked at me like he didn't understand, so I went to my translation app on my phone, wrote it in English, and it translation in spoken English; I would like a broom handle to put on the bottom of the sliders for security. Nothing was done about that. We just started putting the coffee table by the sliders so that no one could enter.
We have all these people knocking on our doors, and asking questions, everyone nodding their heads like their care, but nothing gets done.
We were on vacation, I wanted to go outside and enjoy my time in the sun. All in all the entire investigation lasted three days, and nothing changed, we were no compensated. It was if, they were in agreement that we were liars and making everything up.
I spoke with a lady Customer service manager, apparently she was the CSM of the hideaway, I think her name was Louise. She spoke English very well, I advised her of the security guards that did not help, the CS desk was unavailable, the police did not answer their phones. Clearly this must be an internal issue and you need to handle this and make it right.
This was not an inexpensive vacation, we upgraded on everything to ensure our 100% enjoyment.
Louise, CSM of the Hideaway asked if we would like to change our room, and I said we our in the best room possible where can you put us that is better then this. I asked if their was an ocean view room, and she was going to look into for us. That never happened.
We had a few strange calls from the CS desk, one stating that the housekeeper found the safe open, and had security close it for us. That's definitely not true, because the safe was open with no digital display, which needed to be recalibrated.
My travel rep in Kitchener, advised that I needed to speak with the SUNWING rep at the resort to have this resolved.
We booked an appointment, with the SUNWING rep, who has only been there for a few months, he listened politely, nodded his head a lot, again, I felt like we were the ones that were defending ourselves, and I felt as if everyone believed that we were liars about the situation.
I suggested an additional three days stay, at SUNWINGS expense as all the meetings and time spent explaining the same thing over and over, took about three days. I suggested 500.00 USD per night for the additional three days, in the upgraded room. Remember SUNWING owns the hotel. My suggestion was completely not taken seriously. The rep said it would cost 4, 000 USD to stay an extra three days, because the room was the best room in the resort and we would have to pay for an additional flight. We said that was ridiculous because our nine day fully upgraded trip was 4890.00 CAD. I could see that nothing was going to be done while on vacation, and it would have to wait until we arrived home.
I have a copy of the emails sent to my travel rep, please contact me by email for details, [protected]@rogers.com.
We left on Tuesday evening, Flight WG442, December 12, 2017 arrived in Toronto 1:55 am December 13, 2017.
We were polite to the staff, and polite during the investigation, the entire country relies on customer service and tourists to make their money. You would think that someone would have stepped up to the plate and took care of this situation at the time of the vacation.
I am very upset that my very expensive vacation had such a devastating event attached to it. Violated not once but twice, and hung out to dry by management and SUNWING.
After the SUNWING rep did nothing to make this right, we started talking to everyone we met about the theft.
I met a few employees from the resort that were very friendly and I added them to facebook. Much to my surprise, on Wednesday December 13, one of the staff that I had added to my facebook, posted a picture of her and another waitress that works at the ROYALTON, and low and behold, she had my necklace on! I have a screen shot of the picture with my necklace, and I have a picture of me with my necklace as proof.
I am asking for a full refund of my trip 4890.00 CAN, and I can provide a receipt for my necklace of almost 500.00 to be replaced and the 150.00USD and 100.00 CAD money to be replaced.
I will continue to expose this violation until I am compensated. There is tripadvisor, Facebook, Twitter, many other social media platforms, local TV station and local radio stations. As I have proof of the stolen necklace, this is a newsworthy story.
Please feel contact me as soon as possible to resolve this issue.
Sincerely,
Simone Bixby

To whom,
These tours look very exciting. It is however NOT safe to travel in
Honduras, even if Sunwing gets approval to land for my upcoming trip
(booking # [protected]). The Travel Advisors for Honduras have been on-going
since November 26th, 2017 and it has not improved, showing a high risk for
safety. The Canadian Embassy cannot longer protect me, as a Canadian
citizen. The politique situation is problematic and violence is presently
occurring all over the country. The unforeseen event does affect the
tourism.

Your publicity mentioned that "tours letting you immerse in historic legacy
in La Ceiba or fantastic vibrant atmosphere". There is NO WAY, I can enjoy
my self in a country under high violence alert and where people get killed.
Would you travel there for Christmas as a single woman?

I understand that I haven't purchase cancellation insurance. That was a
mistake on my part, and I will correct the situation for any future trips
by buying cancellation insurance. I want to travel in Central America, it
just that right now it is not safe.

Would Sunwing consider the option the following option?: Trading for
another destination and dates later where I can go later this year?
Switching dates would then become more interesting to purchase tours and
enjoy discovering of a country.

Thank you for your understaning,

Best Regards,
Christine

Dear Sir/Madam,
We are filing a complaint for 4 of our clients on trip to Porto Vallarta at the hotel Riu Vallarta from november 26, 2017 to December 3, 2017, a holiday package that the clients booked with you through us (Grandview travel Ltd in Richmond BC) . They have a terrible experience during their stay at the hotel with bed bug bites. Below is their booking information and letter of complaint, supported by several photos and video clips. Please look into the claim and process following your company policy.

Best Regards,
[removed]

Here is the booking information:
Booking: [protected] Client: GRANDVIEW TRAVEL LIMITED-RICHMOND
Lead Name: HAIGUANG SHI RICHMOND, BC, V6X 3R8
Number of Passengers: 4
Departure Date: Sun, 26 Nov 2017 Contact: LILY E-Documents

Booking Date: Fri, 27 Oct 2017
Invoice Date: Fri, 27 Oct 2017
Invoice Number: 5999105

Here is the complaint letter from the client:
TO: Lily Gao
Grandview Travel Limited-richmond
Dcember 7, 2017
Without damage
210-4400 Hazelbridge Way
Richmond, BC
[removed]

This is a follow-up to our meeting of December 6 2017 regarding the subject matter and our dissatisfaction with the quality of the product you sold to us. According to your information, this was a five(5)star trip when in fact it was actually much less.
You have the support of several photos and videos showing the poor quality of the rooms, especially the bathrooms where the risk of infections by bacteria are existing. We are very far from 5 stars. As for example photos for room no 5055. ( 1 to 5 ).
Passengers Guo and Delyfer had to move from room 0069 to room 5055 the evening of our arrival about 9 or 10pm after traveling since 6am the same morning. The other passengers Ms [removed] and Mr [removed] had to relocate from room 0066 to room 3082 on Nov.27 2017. These people were stung by bed bugs, In the photos, we can see the advanced degradation of the mattresses.This is only a glimpse of the situation.More photos and details are available.As for example photos no.
Taking into account the above and the discussions we had during our meeting, please take the necessary measures to compensate for our loss of quality of the life as well as the emotional stress experienced during our stay at Riu Vallarta. We consider the reimbursement of four thousand seven hundred and forty (4, 740.00) dollars for the 4 passengers is a minimum
required.
Thanking you for your attention in our file.
Truly
[name removed]
For the four passengers
[names removed]

I had a horrible experience booking with Flight Hub and Sunwing airlines. These companies will rip you off and give you a run for your money. After I was rudely refused check in for an international flight on December 10th 2017 nothing was done to help me. NOT A SINGLE THING. The service representative at Toronto Pearson Airport idly leaned on the counters as they checked there phones reminiscing about their own travels, opposed to trying to aide the situation. I scrambled around to find a way to get to my destination, all the while 'sunwing reps' were swiping and coldly glancing over my head so as not to make eye contact with me. Once I managed to speak with a rep he told me 'honestly I don't even work for sunwing' and shrugged... What kind of customer service is this?

After missing my outbound flight and spending over 10 hours on the phone with these companies AND spending an additional $1000.00 on new flights (with the same return flight as my previous itinerary) I tried to cancel the return leg of the old itinerary. Sunwing had the audacity to demand cancellation fees for the return leg of the flight (EVEN though the return flight was literally the same on BOTH itineraries, we were forced to pay twice for one flight, oh and don't forget the cancellation fee). Spending over $2500.00 with flight hub and sunwing the cancellation fee was a slap in the face. I refused to pay the fee and was told that I would most likely be held up at the boarder as I have two of the same departure flights. The demeanor of the representatives of both of these companies is appalling. The nonchalant, inert behavior of the staff is shameful. I would scorn to think of any business owner allowing the lack of productivity and carelessness that was observed when handling my case. I am a Muslim female, POC and am scared that I will now be held up at the border. I would like to receive a refund for the trouble I have gone through and the despicable behavior that I had to endure.

Date: November 24My husband and I are very upset with Sunwing over the flight from Toronto to Antigua on November 24th. A week prior, we received an email stating that the flight had to make a stop in Punta Cana along the way. This was not a problem.
When we arrived in Punta Cana, the 4 passengers that we picked up boarded the plane. Then we were not permitted to take off. The flight attendants came over the microphone and told us they didn't understand the delay and they had all our their paperwork in order.
A flight attendant proceeded to tell me the cringe when they see Punta cana on their itinerary as they always have problems with the airport. The Pilot left the plane to speak with security about the issue.
We were then all told to get off the plane and all passengers had to go thru security check in the airport. (at this time we were under the impression this was an issue with the Dominican Airport and out of Sun wings control)
We all went thru security and they had us all crammed back on a bus on the tarmac, for over an hour, no air-conditioning and the doors shut. They wouldn't take us to the plane and would not tell us why we were being held. people were crying and a man pulled the emergency door release to let us off so people could breath as it was unbearably hot on the bus. Finally when we were permitted back on the plane, we were advised that we had a whole new flight crew and pilots and the reason for the delay was that the previous sun wing crew was illegal to take off from the Dominican for Antigua as they would have been flying for over 17 hours. This is a Sun wing Error and left us scared, frustrated and in an unnecessary delay due Sun wings error. The most frustrating part was that the original flight crew told us they didn't understand the reason for the delay and if we wanted to get thru the security check faster, not to bring our carryon's, as the crew would be staying on the plane. (they did advise that they were not responsible for us leaving our bags on the plane, but it would be faster if we didn't take them as security would go thru each one and it would take longer) Then we found out they didn't stay on the plane leaving our bags unattended.
I am definitely requesting a refund, for the flight portion of our trip for the unnecessary delay on what was supposed to be a 5 hour plane flight became over 7 hours with only drinks being served and no food available unless we wanted to pay. It was 9 hours before we got to the resort to eat due to Sun wings error in flight hours.

Laura Bennie
Shawn Brabant

Always fly with Sunwing, We like it .We flew last month Nov 17 (WG 312) to Dec 01 (WG 313), We paid for a direct flight Ottawa to Santa Clara because of my health condition I can not make long trips.
Flight WG313 left Santa Clara 2:00pm and arrived in Ottawa after 8:00 pm (Almost 6 hours) because stopped in Helicon. We selected this flight because it was only less than 4 hours. We loss We are a Sunwing customers for many years so that's way I need an answer as soon as possible.
Thank you
Diana Hevia
Alexis Medina

November 12, 2017
PNR 554987
sunwing onboard sales $256.50
sunwing onboard sales $99.75
I did not give my consent for either transaction please refund this amount

I also had my luggage delayed for 6 days and have been given several numbers to call, but no one seams to be responsible for compensation of the toiletries and personal items I had to purchase to replace these daily items. I do not have receipts anymore, but the total was $250.00.

flight number WG 524 direct from PVR to YYC
I was made to check my carryon which was under the 5kg limit, but was told it had to be under 5 lbs, so I had to check it at PVR.

Please contact me at [protected]@icloud.com

My friend and I both booked and paid for a holiday from London/Toronto to Cuba over a year ago. We both purchased the worry free travel/cancellation insurance from Sunwing. Due to a medical emergency we had to cancel our trip. SunWing did not refund our money but only issued us an electronic voucher for rebooking with them within one year. We were told we could extend the voucher if needed. We have both been emailing and phoning for many MONTHS now and getting nowhere. I finally got to speak to someone on the phone and was told that since we had just paid yet another fee of 25 dollars to extend the voucher that we would soon receive confirmation through email. No confirmation has come to either of us in email or any other form. The person I spoke to on the phone explained to me that getting an email response from them (Sunwing) usually takes a few MONTHs! I stated that we were dealing with a possible expiry date and were worried about losing the money we had paid for a trip that never happened, that we had purchased the 'worry free' travel cancellation insurance from them and that waiting months for customer service to reply to an email was unheard of and unacceptable. The woman on the other end just laughed and said not to worry! We continue to wait for an updated waiver, during which time we have been unable to rebook our holiday. Is there anyone out there who knows how to get through to the CEO or someone who will help?

Warning for friends and family...Never book with Snowing! I just got a call back from Sunwings "Loyalty Department"...They called just to let me know again there was no possibility of trasfer, voucher or any other options. Only to forfeit the money for no trip. They had already told me this yesterday, so why the call? Very poor business ethics...Doesn't a Loyalty Department normally try to keep customers for the future of a company?

We (Valerie Stoneman and Susan Fallowfield) flew out of Hamilton Ontario flight WG474 booking #9448951 on Nov.10/17. Ten minutes into the flight we were told it was being diverted to Toronto for repairs for tail shear, which is pilot error. We left Toronto over five hours after we were to land in Punt Cana. This caused us mental distress, interruption and delay of vacation. At the Majestic Mirage we did not receive a room with two beds and a pool view as requested. Because of our late arrival we accepted the room but were not comfortable for two people expecting separate bed. We feel a $15 food voucher as compensation is upsetting.

March 31, 2017 - Present

We weren to be celebrating my 50th birthday and our 10 year Anniversary in February 2018.
We pre-booked with Sunwing to travel to Punta Cana from February 4th - 18th on March 31st. Until this time, we have been repeatedly told that our hotel/ flights were booked but they were unable to give us our travel flight times until closer to the time we needed to be paid in full which is November 30th (next week).

Last Saturday (Nov 18th), I decided to call Sunwing and was told our flight times. We then personally booked our seat selection for February 4th - 18th. Upon receiving our seat confirmations, the dates of our vacation now stated February 7th - 21st. After the 3rd call back to Sunwing to correct these dates, we were told the February 4th flight has been cancelled...ARE YOU KIDDING ME!
After trying to get information from anybody and everyone, we were told that our departure date has been moved back 3 days! I have never ever heard of that from anyone before! If we would not have called, when would we have found out?
Now, we have been told numerous lie after lie that we cannot get any confirmation sent to us till at least December on what we are getting but we are expected to pay the balance in full on November 30th. Who pays for something especially $6000.00 plus on a product that you have no confirmation of dates, etc.
Friends that booked with us cancelled this am and now I am now stuck with nothing for our upcoming "celebrations".

Thank you Sunwing! I will be looking at other social media ways to inform the little people like us who are to trust you with our "special life moments" will not be BURNT anymore...ps...do you wonder why you are getting such a bad reputation now...Many people we have talked to are now saying the will never book with you again!
You advertised a product to us and have not stood by it for a minute.

From what we believe, you booked a Sunday flight that was never going to happen as there only seems to be Wednesday flights...bet if your paperwork was asked to be presented to the courts that would be true...now because you have no room on the 7th flights and everything is a mess, you are hoping people cancel and it saves you some grief...

Please take the time to read….

It is with much sadness that I am writing this letter of concern. Planning my wedding thru Sunwing Wedding vacations was a horrible mess to say the least. I am not overreacting when I state every guest had concerns and problems with the agents and booking their trips.
• To start with I transferred agents twice.
• I waited and had to ask 2 and half weeks to departure for tickets which I had to ask for and all tickets were sent to me and not to individual guests.
• When receiving tickets my two children were "forgot" although all corresponding documents states ages and birth dates of my children.
• Children were placed at various seats in the plane (my daughter is 2). The representatives at the airport were flabbergasted that agents would overlook this and "fixed" the issue.
• The children were not given elite plus, so we were not permitted in the lounge that we were support to have.
• The best man was booked by the travel agent for the wedding to arrive the day after the wedding. When he asked about their mistake he was told it would cost him to make the flight changes(?). I contacted the representative of the resort and they changes the wedding date to accommodate the wedding guest.
• Another guest had a family member pass away and had to cancel her trip she was told she was going to be charged extra fees for not showing up (during her time of morning)
• Another guest was put of short term disability due to a life debilitating illness which she has no control of and has been charged the full amount being told she can be credited for another trip. This guest is not permitted to walk let alone fly.
• I was told that we would receive $500.00 honeymoon voucher when booking now being told I did not have enough guests to accommodate the promise.
• I took several days to get responses a complaint from everyone that was booking (including the guest that was put on disability by the time she spoke to a presentative she was told her time was up)
• When initially booking I has asked for the agent to look into resorts that accommodated sunset ceremonies, this request was never done.
• Not one person including myself received a receipt
• Groups of 10 or more were supposed to recieve elite plus that never happened no one got that upgrade and the wedding party was not seated all together.
• I dreaded very conversation with the reps they were always asking questions were had already discussed and never followed thru with anything they told me.
• I cried planning thru Sunwing wedding more than any person deserve to when planning a wedding.
• I had a guest email regarding her passport, she received confirmation the day we departed.

I will be forwarding all correspondence so you can be aware of the negligence that was given to myself and my family. To be honest this experience has put a bad vibe on us from Sunwing after 10 plus trips flying with your company this is the worst.
I have never felt this way towards a company but I feel like no one even gave a care in the world about assisting with the wedding planning.

Sunwing's "direct" flight from Winnipeg to Varadero now involves a stop in Thunder bay. This adds at least two hours to the trip. And you are forced to sit in your seats for an hour while they board. I believe Sunwing should bring back its non stop flights. There are only a few people in Thunder bay getting on. They get the convenience of a non stop 4 hour flight while the majority of it customers flying out of Winnipeg are being very much inconvenienced.

I paid for the premium upgrade for the sole purpose of having priority boarding as check in can take over an hour of standing in line. No problem in Winnipeg but in Varadero they only have the regular check in and a ultimate premium check in. When I went to that agent she said you are in the wrong line. This is for ultimate premium only lol. I said fine just direct to the priority check in as I have a premium upgrade. She just shrugged and checked me in anyway. This happens all the time and Sunwing is doing nothing to train these people properly.

I came to Cancun Mexico for vacation I was picked up by your service. When I was ready to depart, I was told by a representative name Giovanny that we had a car that came for 10:45 am. We had no idea that the driver was there because we never got any info on the time they would come to meet us. The day after we arrived we were suppose to meet Giovanni for 9:30 but due to us over sleeping we ended up missing him when we got there at 9:45. We called the numbers they provided on the travelers passport but, we were unable to reach anyone. Now when Giovanni told us today that the driver was there he told us to hurry up and get our things and check out. We saw the driver as we were going to our room and the driver whose name is Noe Rivero told us to hurry and be back in 5 minutes and that was around 10:57. We came back downstairs in exactly 5 minutes and at 11:02 he was not there. We spoke with Giovanni and he claimed that h had another appointment and he waited. I asked if we could get another car because we paid for the services and he said there were none available and to order a taxi at this point. I feel completely cheated out of my money and I'm highly disappointed. If I'm paying for your business I should've have to be stranded based off of miscommunication. Please I just want a one way refund.

1. Rude service from front desk to start.
2. Supposed to have upgraded plus for hotel and late check out no charge and they charged me 30 cuc for late check out.
3. King bed, no 2 small doubles.
4. Construction zone where my room was, no day naps to loud from repairs going on all around room, and no clean up after they drywall! Drywall dust all over hallway floors, in air etc.
5. Washroom dirty, tub old and mirror terrible, tap holding floor drain, water dripping from in room air conditioner, toilet paper stuck into return air vent etc.
Would not move me. Very rude
I have pictures of room !
My Email
[protected]@hotmail.com

Hello,
I returned home from an excellent trip through Sunwing on Nov 6th. I was on flight WG282. I am unable to find my client # at this time.
When I picked up my suitcase from the baggage carousel, I could immediately smell Tequila. I walked away from the crowd and opened my suitcase to find that my bottle of Don Julio Tequila had been smashed into small pieces. I know from experience just how strong and hard to break these bottles are. The only way it could have been smashed so badly after i had packed it very carefully to ensure maximum protection, was for it to have been thrown or had something thrown at it excessively hard. I am still shocked this morning as I write this. I know the guys throw the luggage, but this had to be so excessively hard I am actually quite mad. Not only did I lose a Bottle that would cost me over $90 to replace here. It also damaged my Bose wireless speaker worth $279.99 plus tax, several souvenirs. Also I had to shampoo my cars truck to get rid of the smell of Tequila.
At the least I would like the bottle replaced and my speaker replaced. Future deals on trips would be appreciated for the inconvenience of having to deal with all of this. If I was negligent in taking precautions packing I wouldn't even bother with this complaint. But as mentioned above, it had to have been exposed the excessive abuse!
Other then this, my experience with Sunwing was really good this time. being the 4th time travelling with you in the last 4 years.

Thank you for your time,

Sean Donovan

My husband and I were supposed to fly to Varadero Cuba on Sept 26th, 2017. We stayed at our parents' house the night before on Sept 25th, 2017 (since they live close to the airport and were going to drop us off at 0530hrs). At approximately 0045hrs, my father woke my husband and me up stating that something was wrong with our Mother, when we reached her room we discovered she was having a medical emergency and we called 911. She was rushed to the hospital and remained there for 3 days until being discharged. My husband and I due to this reason were unable to make our flight and trip. I called a cancellation line on their website and left a voicemail and approximately 0200hrs Pacific Standard Time on Sept 26th, 2017. Due to us being busy taking care of our Mother, I called Sunwing Customer Service later that week to explain what had happened, after speaking with the representative, she basically said nothing could be done and that the cancellation line we called is only for those who book "worry free cancellation insurance" & there is no such line for those who have emergencies and don't have "worry free cancellation insurance" (which doesn't make sense). I called Sunwing customer service line and explained to them our situation; the lady told us that if we had called after we missed our flight they could have arranged us to get on another flight for that week, however we weren't going to leave our Mother that soon after the incident as she was still medically unstable and needed our care. I told them I had documents to prove this incident happened & could provide them with the ambulance documents as well as hospital documents. I told them that I would prefer to get my money back or at least get credit so we could go on another trip. After being on the line for more than 1/2 an hour we were told that they could not do anything, no refunds or credit would be given and I was told to email Sunwing customer service. I emailed Sunwing customer service and again explained the situation; they were only willing to return our taxes (around $200).

This is how Sunwing runs their business, completely unacceptable to take customers money in an uncontrollable situation.