Sunwing Travel Group
Reviews and Complaints

I went to Marea de Portillo Cuba oct 25 till nov 1. I flew out of Toronto. The resort is need of repairs they have moved the snack bar by the pool but never filled in or covered the holes My last day there I tripped on one of the holes. Mia, one of the workers saw me trip. I would like to go again the people and staff are wonderful. Kimberly Archer and Maryann VandenBroek travelled with me. It was their first time there. They would like to go back but we're very disappointed. Is there any travel voucher or insentive you can offer us Please. We can handle the cold showers. Lol. Peggy Shand. [protected]@icloud.com
We would like to go again next November if we had an incentive. Thank you a picture of my toe is below. Yes- it hurts

Hi there.

I recently booked a vacation through trip central to Peurto Plata, Dominican Republic. I paid a $500 deposit. A week after the vacation was booked, I found out I was pregnant. Due to the Zika Virus being such a risk to pregnant woman I tried to cancel my vacation. I have a doctors note that explains I am not to travel to a location with risk of Zika Virus. I was told my deposit would be lost or I can do a destination change for $150 per person. This is so unacceptable and proves a lot about your ethics. I am not cancelling because I want to, it's a health reason which is very valid.

Hi my name is Domenic Carere I was in Aruba with my family. This is my information September 18th flight depart and arrival was oct 2nd [protected] registration number. On the forth day there were two fire alarms that went off starting at 12:20 am and the second at 1:30 ish. The second alarm I had two falls one off the bed due to mattress not fasten to box and hit my wrist on table desk. Second fall in the emergency exit escape route which everything was so dark walk way and steps painted a grey dark colour Camouflaging two steps one being a trip step no emergency lights were on I had trip badly. My wrist is currently in a cast which I have a broken bone that is separated from the main arm bone. My hip and pelvis or badly bruised. The wrist is on my right hand. My left hand fingers index and the next one or tingling of numbness required is a MRI on my neck. I also might have torn my inner thigh muscle causing extreme pain. I currently walk with a limp. I have yet to go to work as I am on Percocets on a daily basis for the pain. I have contacted my lawyer and putting you on notice that I will be holding you responsible. I may be contacted directly if you choose to [protected]. When I was in Aruba I had made many phone calls to Sunwing for representative to be in contact with me there. That representative still to this day has not been in contact with me there was no representative at the hotel and we did email that representative to contact us. I did attend the hospital in Aruba and the Hilton Hotel doctor. The security report Has been made with the hotel. They do acknowledge they Have a problem with that fire scape route. You may call me at anytime if you choose to.

22 October 2017
From: Cheryl McAdams
Subject: Vacation and transfer from the Chic Punta Cana to Memories Splash during Hurricane Maria
1. I have been trying to find the words to describe the events surrounding the relocation from the Chic Resort to Memories Splash and the hotel accommodations provided by Memories Splash to include the customer service provided during Hurricane Maria.

2. My husband (Jere McAdams) and myself (Cheryl McAdams) booked a Delta Vacation package Chic Resort - Junior Suite Ocean View Diamond Club (King Bed) for 14 Sep �" 23 Sep 17 (with insurance) to celebrate my 60th birthday on 21 Sep 17. I am a retired US Navy Chief and currently working as a Contractor in Afghanistan (a war zone) in which I work 12 hour days 7 days a week and get a vacation 3 times a year. Unfortunately, I have had an opportunity to experience a typhoon and an earth quake. When we became aware Hurricane Maria was heading our way on Wednesday, 20 Sep 17, we attempted to get a flight out of Punta Cana, but there were no seats available on the flight, therefore, we would need to stay and depart on 23 Sep 17 as scheduled. This being said, we are very thankful that no one was injured and very appreciative that Chic was proactive to ensure everyone was moved from the Chic to Memories Splash or Royalton (some of the people in Diamond Club Suites had the pleasure of staying in the Royalton) and out of harm’s way prior to arrival of hurricane Maria. Please see the below details as to our stay at Memories:

a. On 20 September 2017, we were bused from the Chic Resort to Memories Splash and provided room 2062. My husband and I arrived to our room at approximately 4 p.m., and were provided two boxed lunches for dinner and breakfast the next morning. The room had two full beds that were so worn that we assumed these rooms were used only in an emergency situation. Of course, this would have been considered this type of situation. My husband and I went to the front desk (cannot remember her name) and let the lady know that we had been staying in a junior suite at the Chic and had diamond status and asked if it was possible we could get a better quality room. We were specifically informed by the front desk clerk (Diamond Club) that we did not rate diamond at Memories and they were doing us a favor by giving us a room. Under the circumstances, we thought maybe she was stressed due to the influx of customers and the circumstances surrounding the hurricane, so we just returned to our room. We understand the circumstances, although, the rudeness is just unacceptable.

b. At 0600, 21 September 2017, we woke up to the entire room, including the bathroom, flooded with water. We had no choice but to stay in our flooded room and wait until the storm passed. We watched the notices posted on the television to stay in our room and that the buffet would be open at 1 pm. So, following the directions, we decided to take a shower (cold water). This did not kill us, although chasing our flip flops around while they floated was a bit tasking. I was going to dry my hair, but being electrocuted due to the ankle deep water in the room was not an option. Once the storm passed, we called the operator (0) and to let them know our room was filled with water and if someone could come please come and take a look. No one, absolutely no one came to our room to assist us. So, to attempt to remove the water from our room, we found a floor squeegee down the outside corridor hallway and we tried to remove the water from the room but the water was coming in faster than we could get it out. The water was literally flowing from underneath the adjoining doors (room 2061). We knocked on the front door of room 2016, but it appeared the room was unoccupied. Then, we listened at the adjoining doors and you could hear water gushing from somewhere. Now, we were concerned and again called the operator (0) and let them know that you could hear water literally gushing in room 2061 and it sounded like a broken pipe. In addition, we let the operator know that water was coming in our room from underneath the adjoining doors and asked if they could please send someone from Maintenance to our room. Obviously, we were not a priority since no one came to assist us. Also, the front desk did not have the courtesy to even call us. Now, it is 1 PM and we had to do something so we walked down the outer corridor hallway and found two housekeepers working on rooms and requested their assistance. When the housekeepers opened the door (room 2061), the ceiling had literally fallen in and there was a broken water pipe. It kind of reminded you of Niagara Falls. If it had not been for the two housekeepers calling the front desk to have us moved down the hallway to room 2029, the staff at Memories would have left us in our room to fin for ourselves.

c. When we arrived to room 2029, I called the operator (0) and requested to be checked into the room so we could get the messages on the TV. We were told the system was down. We called another two times, letting the operator (0) know the TV reflected we were not checked into the room. On one of the calls, we were told that we would be called back when she got with the front desk. We also reiterated that we cannot get any messages if we are not checked into the room. So, if there was an emergency and we needed to comply with specific directions provided by Memories Splash, we couldn’t. We finally just gave it up and went to bed. Now, if it wasn’t bad enough, the air conditioning quit working in the middle of the night. Almost, thought I was in Afghanistan again.

d. At 0700, 22 September 2017, the air conditioner was still inoperative, so we decided we better just take a shower and get out of the room. Again, we had a great opportunity to take a cold shower. We departed our room and went to lunch and guess what; when we returned to our room the air conditioning was still not working. So, we decided to go over to Royalton and speak with the Diamond Club Manager to see if we could possibly get moved to the Royalton. When we spoke to the Diamond Club Manager (Johanan) to see what we could do to at least make it bearable until our departure tomorrow, Saturday, 23 Sep 17. When we met with Johanan, we asked about moving over to the Royalton and were told that no one from the Chic was moved into the Royalton. At this time, I let him know that what he just told us was absolutely not true and that we had just spoken to several couples we knew from the Chic and they went directly from the Chic to the Royalton. What customer service, just tell the customer whatever you can to get rid of them. In addition, we were told there were no rooms available. We were provided a diamond club wrist band, but it did not matter since it was late afternoon and were departing Punta Cana the next day. In addition, the only way we could get Memories to check us in our room was to have the Royalton Diamond Club representative call Memories to have them check us into the room that we had been staying in since the previous day. Finally, we were checked into our room at Memories.

3. There is no excuse for the lack of customer service we received. We understand these were extreme conditions with the Hurricane, but to be ignored and treated as if we were inconsequential was insulting and demeaning; and to add insult to injury, we were staying at Memories Splash which is a Blue Diamond Resorts which includes the Royalton and Chic, and a subsidiary of Sunwing Travel Group.

4. In summary, we travel to various places at least three times a year and usually stay in suite and we are requesting to be compensated for the 3 days (20, 21, 22 Sep 17) in which we stayed at Memories Splash (See Enclosure (1) JereCheryl Travel Docs). In addition, we paid for diamond status and a junior suite ocean view room at the Chic and if Memories had just made an effort to provide some kind of assistance to us with our flooded room and not made us feel like were homeless and doing us a favor by allowing us to stay and get out of the rain, we would not be requesting a reimbursement for these three days. On a good note, the Chic was incredible. On another note, why would we want to take a chance on a company that obviously just does not care.
I returned to Afghanistan and have been trying to find the words to express our three days in Memories Splash and my 60th birthday. Since I am currently in Afghanistan, please contact my husband Jere McAdams if you have any questions. In addition, if you would like the video of the flood in our room and Niagra Falls in the next room, please feel free to ask.
Sincerely,
Cheryl L. McAdams
Cheryl McAdams
[protected]@gmail.com

Jere McAdams
[protected]@reagan.com
[protected]

Attention Customer Service,

I am writing this letter for two reasons. First and for most I believe Sunwing has to be held accountable and take financial responsibility for the delay of my luggage in Canada. As shown in the flight booking confirmation. WG272 was supposed to land in Toronto at 3:10, which we landed at 3:30 and after passing through the immigration we were supposed to pick up our luggages and be out by 4:00 pm- 4:30 pm given buffering time. I am generally a calm and patient individual and same with my girlfriend who was also travelling with me. However, it was very inconvenient and frustrating when everyone on the flight WG272 was waiting 3 hours for our luggage to pick up. When asked, a representative from Sunwing was misleading everyone that the luggage have issues with the belt carrying our luggages and they are almost ready to be picked up. Numerous amount of time they had mislead us on the time and nothing was mentioned as to why it took 3 hours. Announcement was made more than 4 times that there was a technical issue and it is being resolved and the time went from 30 �"min delay to 3 hours. A representative did mention everything is being reported and to speak to Sunwing about this issue. This was honestly the worst experience ever. I am a frequent traveller and being the first time travelling with my girlfriend our trip did not end right. We were scared our luggages were lost, misplaced and we would have to leave all our important belongings behind and go home. Also, after picking up my luggage I realized my luggage had damages. It was cracked. I have proof of before I dropped it off with Sunwing and after. This is unacceptable and I am very upset at the way everything was handled at the end by Sunwing. Never have I experienced such insulting services as Sunwing where they held us back by misinforming everyone on the time of delay. I also made arrangements with a taxi to pick me up from the airport given buffering time. The Taxi left and I had to pay again to arrange for our pickup at 7:30 pm. After waiting for almost 3 hours, my girlfriend felt sick waiting in front of the luggage pick up with me and felt nauseous. Please take the necessary actions to investigate on this matter and I hope Sunwing can ensure me these issue will not happen again. I would like to travel again with Sunwing however at this point in time I am not satisfied.
Please call me back if you would like to discuss in details.

I just booked an $1800 trip for a single adult and admittedly was a little nervous. Its a lot of money and I've never traveled alone before. I had lots of papers in front of me as I had researched different resorts and dates. I booked through Itravel2000 and the agent on the phone was very helpful. It was only while she put me on hold to call Sunwing to select my seats, as I purchased the elite package for an extra $120, that I realized I had booked Saturday when I had intended to book the Sunday departure. It was literally less than 10 minutes from the start of the phone call and my giving my credit card number. I told the agent my mistake and asked if she could change it. She came back on the phone after speaking with the Sunnwing booking agent, and told me Sunwing said they would change but that would void the $50 cancellation policy I had also bought. Wow! I told her I thought that was pretty awful of them and not to worry about it. She said she would check again and tell them I was not happy with that offer. A few minutes later she came back and said they had agreed to change it but they would not adjust the difference in price. The difference was only $40, and again I am talking about all of this happening during the initial call - over a 10 minute period.
I declined the change on prinicipal. If Sunwing is willing to lose a loyal client (I have ALWAYS used Sunwing) for $40 then they don't deserve my business and I thing others should be aware of this attitude and inflexibility.
Even the big airlines allow you 24 hours to make a change without penalty. This was 10 minutes and during the initial call! I still can't believe it.

Apparent computer issues lead to a delay of 1 hour waiting in the check in line, which ultimately lead to the flight needing to be delayed by 1 hour and 5 minutes. We were given very little explanation of the situation, and lied too (after the initial 30 minutes of waiting, an employee said it would be another 10-15 minutes, when in reality they had no clue how the issue/solution was progressing, and it actually took another 30 minutes instead). Although they apologized, they did not offer any consolation (ex: voucher for food, as many other airlines do in the event of delays). This poor service is unacceptable.

Booking Number: [protected], [protected] (Linda Hachey & Peter Brown)

We are getting married in February 2018. I reached out to SUNWING as early as Oct/Nov 2016 for pricing and booked by the end of Nov 2016. Since this time, our departure locations have been cancelled, twice: Saint John flight cancelled on Apr. 24 2017 and Moncton flight cancelled on June 2, 2017. Both times, I had to suggest an alternative departure location and after June 2017, we had to move our departure location to Fredericton. Note, the whole time I kept with the same resort - Melia Cayo Coco.

After Hurricane Irma hit our resort in Melia Cayo Coco in September 2017, my group (21 people) had concerns (safety and health) and issues with continuing our trip to Melia Cayo Coco and our coordinator said it was "business as usual" and said our group were to pay the final balance by Oct. 20/17 as per our contract. We had no issues with paying the balance (which our group is paying $35, 000 to Sunwing) or the payment date but with the uncertainty of the resort being 100% operational when we get there (I read Sunwing's disclaimer stating the Sunwing is not responsible for the operations of a partnered resort). So, I asked/begged/pushed our Wedding coordinator to help me please my group by switching to another Melia resort in Varadero (same hotel chain - different location but still supporting the Cuban economy). My Wedding Coordinator and the Manager of this department has informed me that if we switch we will no longer have the promotions of the "old contract" and the good will gestures of $70 off our current trip + $100 future travel four our troubles/inconveniences, but we also do not qualify for the promotions that come with "new bookings". (Please contact me for emails that transpired between us). If I switch, Sunwing is no longer offering me: Price-Drop Guarantee, promised credits/future vouchers, wedding couple extras (elite plus and room for my dress), or group block seating. I feel targeted, punished, and stripped of why I choose Sunwing over the other air carrier's I have quotes from. In fact, I told my story to a friend of mine who had applied for a quote from Sunwing to bring a large group to the Melia Varadero resort (the new one I am asking to switch to) and she was offered "price-drop guarantee and group seat blocking".

I feel that I have been very patient with Sunwing and my group has stayed with me through all the changes; however, now I feel MISTREATED. I have travelled with Sunwing for the last 8-years on a yearly basis and I am brining 21 people with on this trip. I will decide this weekend whether or not I cancel my trip with Sunwing and go with a different carrier. :(

We had a vacation in riviera maya in dec 2016 name Suzanne Vandette and Réal Béland and this with a voulcher of 75.00$ Each passengers du to a long delay of the return fly that sunwing appologize .I have sended you this voulcher in march or april and still nothing about that can you verify please ?
thank you and regards
We have booked and other reservation with sunwing on october 2018 to make sure the voulcher is valid

This is my third all inclusive trip with sunwing. As the saying goes 3 strikes and your out.
I have flown previously a good few years back and those vacations were horrid. In return I received a $100 voucher that expires in one year which I am unable to go on a vacation that quickly. Therefore the 2 previous vouchers are unused.
This was not a nightmare vacation for the resort or the people there.
It started off that I went to the airport 5 hours earlier as I am a single mother and knew that my baby accessories are a bit much for me to handle with my baby and our luggage.
Normally when I fly with other airlines you can get some info or even 30 min prior check in before the 3 hours. Too my surprise being there so early. I think everyone that was on the flight came just as early. The line up was full. While the sunwing check in rep stood there waiting for the exact min to 3 hours prior check in time. Now when it came to actually taking the passengers. Each passenger took so long including myself. Very slow motion. While I'm putting in suitcases on the scale the representative beside me was helping another couple which this couple was actually with rhisbrep 30 min in now. Shebis putting their luggage all around me and I can barely move while holding my baby. I had to say excuse me 6 times as well as the sunwing rep that was checking me in said excuse me 2 times and she sucked her teeth. I was shocked.

Now I normally fly with my playpen and carseat that has accessory to clip on to become a stroller. I was told only one baby item was free and the next item would be $37. I also had to pay $37 for carry one which was over the limit which I can't remember at the top of my head but I think 11 pounds. I could not empty anything as it was filled with baby food and formula.
That's fine it's over weight there are policies. I will pay it.
Now for the 2 baby items. I was told to make an additional payment I did ask if there was something they can do speak to a manager as now I didn't calculate this extra expense and my travel agent didn't advise me that it was one or the other. The sunwing rep said I could speak to the manager. I looked over to a empty counter and saw him standing there. I walked over he did not even acknowledge me. Look up, make eye contact. He was just like yes! I explained the situation before I was even done. He said no it will be a $37 charge and speak to your travel agent.
Again I understand that maybe nothing could be done to help. I would have to pay for it. The way he made me feel like garbage and the tone and the way he spoke to me, made me feel below low. I didn't say nothing and just walked away with my baby in my arms. The flight left late I believe and hour late with all these people there early it still left late. And arrived 1 hour 30 min later then expected time.
By time I got to the hotel. Dinner was closed and I was unable to get milk for the baby.
I myself work in customer service and I can say with confidence sunwing customer service was a huge disappointment and I do plan to share my details on my social media as well as the baby forum I am part of.
Booking number [protected]
WG730 Sept 26 2017 5pm
WG731 Oct 3 2017 8:55pm
Iliane Parrales

A large amount of my guests complained that they have left several voicemails trying to book for my wedding with no call back! Some left voicemails and e-mails! The wedding specialist has assured me that she is checking her voicemails and replying to everyone, yet we are still getting complaints. I almost want to cancel my wedding with sunwing, this is extremely frustrating.

I booked a vacation package booking number [protected] on September 27th, 2017. I registered the claim on September 28th and received confirmation it would be 72 hours for approval. I received the email on October 4 th, saying I was declined. The price was 5, 950.00 and the new price was 5, 470.00. I called Sunwing and they said I had to call Expedia, Expedia told me to register with Sunwing since it was A Sunwing booking.
I am getting really tired of companies taking advantage of seniors.
Please help in us in this problem
The booking was Grand Sunset Princess
Room Category Junior Suite
January 28-February 11, 2018

Re: Sunwing vacation Toronto to Punta Cana from Sept 3rd to Sept 10th .
Booking # [protected]
Here below is the short version of our complaint and request for compensation:
Our flight was delayed from Toronto to Punta Cana by 9 hours. One day of vacation lost.
Hurricane Irma was in the area which closed the amenities and facilities at the resort for 17 hours. One day of vacation lost.
Our flight was delayed from Punta Cana to Toronto by 5 hours and due to the delay, we had to pay for extras at the airport. We lost another day.
We have a dog which needed to be boarded for another night due to the delay.
In conclusion, we lost approximately 3 days vacation and incurred extra expenses which we feel that Sunwing is libel for.
We are requesting $350 each for Mary Boyle and Michael Bellomo.

Re: Sunwing flight SG640... Sept.15, 2017

I tried to contact Sunwing on-line and by telephone numerous times in the days leading up to my trip... I was trying to arrange for extra luggage &/or Elite service... the FB page contiinualy crashed.. I assumed it was because
there would have been a large volume of enquiries due to the hurricane
situation and numerous cancellations being dealt with that week... I also tried unsuccessfully to get through via telephone but had no luck.. I also assumed for the same reason. So when I was checking in, I tried to up-grade but was told it could not be done on the day of the flight... I suggested that an exception to the rule could be made due to the hurricane situation.. I was refused and had to pay $78.00 for overweight luggage.. I am requesting that a refund be made due to the abnormal situation. I feel that I was being treated unfairly.. I have used Sunwing on many occasions in the last 20 years... Please reply.

Sandra foster
[protected]@hotmail.com

thanking you in advance.

hi ive been waiting for my refund its been three weeks and I'm not even getting a response back! I payed for a14 day vacation I never got ive already been told by sunwing id be receiving a refund. I want my money back please. my booking # [protected] and the lady who was suppose to deal with my complaints is Rachel and the complaint request # is 62702. its been almost two weeks since I heard anything from her. this is unexceptable!

Good morning.
My name is Malisa and I traveled with Sunwing to Cayo Coco Cuba on August 6th to 13th 2017. Reference # is [protected] and Invoice # is 215A10081. I have quite a few complaints but I will only mention a few. After booking our trip I tried contacting 2 different travel agents via email and via telephone a few times with some simple questions that I had and never once did I hear back from either of them or have a courteous call or email back to me. So factually, once they received our payments for the trip they were done with me. Completely unacceptable in itself.
However my main reason for writing is because myself and my co traveler were both specifically told by our Sunwing agent to download the Sunwing App once arriving to Cuba so we can speak and connect with our families back at home for free. Well I trusted and listened to my travel agent and did exactly as I was told, only to my horror to find out that this App does not work in Cuba. I spoke with the Sunwing agent at the resort the following morning and he kindly informed us that this app works all around the world except for Cuba and that we should have never been instructed to download the app by our agent back at home. I received a $98.83 surcharge on my bell mobility account. Once we were in Cuba and I was trying to download the app I receive a text from Bell mobility stating that I had gone over my data and they started charging me already. Having no idea how much I will owe, I immediately turned off my phone and went in panic mode. I was not even on vacation for 24 hours and I was extremely stressed out about all the money I would need to pay when I would get back home. To connect with my family I now needed to use the hotel phone and call home at 3 dollars a minute each time. Needless to say this was not a very relaxing vacation. To some this may not seem like a lot of money however I needed to save up several months in advance to go away and try and disconnect for several personal reasons. This took a lot of planning. I obviously expect to be compensated financially 100% for my bell mobility bill and leave the extra and rest to your discretion to determine what the stress was worth. I have traveled with sunwing before and have actually recommended sunwing to several friends and co workers. Waiting to see how I will proceed in the future.
Thank you for your understanding and hoping to hear back from you shortly.
Thank you
Malisa

Hello customer services at Sunwing,
My name is Hanler Perez Nieves, on Sept.5 I used your services to flight to Cuba Santa Clara, my bag never arrived with my that night, I did the report that night at the airport in Santa Clara about the bag missing and they say that in the next flight will be sent the bag, the next flight was the next day Sept.6 i call but no bag was sent after that the others fights that Sunwing had was to take people out of the Country because the alert of the hurricane Irma category 5, As you may imaging was 48 hr and nothing to where used etc. then the Hurricane was there, in top of that no electricity, water, food etc. for over 11 days no news of the bag and I was over uses the same clothes over and over, no places to get a new clothes or bodywash, or any personal items in the city or provincial zone everything was out of services or destroy, don't ask me how, because I don't either know how I was able to pass 15 days with the same underwear, pants, and shirt but I did after all the rest is history, many time and $$ to try to contact Sunwing to know about my bag, many time contact friends in Canada to help contact Sunwing to know about it etc.

On Sept. 20 I got a flight after a big push that a friend did for me on Varadero, I when to that other province and city to get that flight that I didn't want to lose pay for that drive that was in my opinion over charge but I did to made sure that I will get the flight to bring me back, and at the end my bag was in Person and return one day before I got home. I check the bag and I know that is not Sunwing fault but some item are missing like a white ladies leather shoes and couple of dress too.

For more that you can imagining how bad was this experiences with no bag, and in top no electrify and water and place to get some of this personal item, you can not be able to know until you are inside and live that that I was lived for 15 days, 15 days with nothing to take care of my body, like shave, tooth brush, underwear (some time no used it because was wet, ) socks the same shoes over and over, and the same pans some time no shirt in the day because the heat etc.

I hope that nobody pass for what I passed, and I hope that Sunwing learn for this very bad experiences. I think that will not be a prices to compensate this 15 days with nothing else than your self and clothes that I was wearing, but if I decide to flight with Sunwing again I will like a free trip to any destination that Sunwing private to there costumer, I think that is the minimum that Sunwing can do to repair this mistake.

To whom it may concern My name is Luisa Melo Booking#[protected] I booked and payed over the cost of a 7 day trip and lost a hole day of my trip with the delayed flight s, This was a 30th anniversary trip with my husband and I that work very hard for our money and other stress in our lives and this trip was the most stressful one I ever had, I do wish you look into this matter and get back to me ASAP

Hello my name Ronald Nemer booking#[protected].i was supposed to leave on sunday sept 17th to varadero at club Los delfines but because of hurricane Irma it got pushed to Wednesday sept 20 paid the difference of 50$ & im supposed to receive a 100$ voucher.I took a taxi, i arrived at airport at the sunwing counter that i receive a hotel transfer without giving the reason why.to the hotel club tropical ...this hotel i would never step foot, it's mold and roach infested hotel.if i was notified earlier i would changed destinaion.i haven't been On vacation for 2 years i just needed a vacation like everyone...now i lost my vacation.i cannot book another one until next summer .i know i will be refunded .im looking for some compensation for the loss of time and money (taxis about 100$ to go and come back)and a loss of my vacation...thank you

To whom it may concern,
I had a round trip ticket to varadero (booking number:[protected]). When I wanted to check in at the counter, Sep. 3rd at 4 am, Sunwing staff told me that I should have Cuba visa in advance, however, I'm having the multiple entry study permit of Canada (till 2020) and according to the following link (https://cuba.visacenter.ca/) I should have been able to get Cuba visa on arrival, and that's what I confirmed on the phone with the visa centre as well prior to buying my ticket from the travel agent. Here are the Pointspoints
1- Zhaleh M, from united tours travel agent had called the Sunwing in advance to buying the ticket and had explained my case to your company (Sunwing) and they advised her to consult the consulate, however, SURPRISINGLY, the Sunwing didn't inform her that they don't allow the passenger to check-in, REGARDLESS of what the embassy says, which is absolutely UNFAIR and CONTRADICTS with the reliability and reputation which Sunwing always claims
When I got a chance to talk to the embassy after the long weekend, they said that according to your documents you could be able to get the visa on the plane (on arrival), which Sunwing DEPRIVED me of the opportunity. I'm really unsatisfied with this.

2- At the time of check-in (Sep. 3rd at 3am), the Sunwing staff advised me to call the customer service as soon as they are open (at 9 am) so that they can help me. When I did so, they didn't take any action to help me at the time. They asked me to leave a voice message and write an email which I did both, however they didn't get back to me after a while which is really unacceptable, as Sunwing is responsible and should be accountable for the tickets and customer service at the APPROPRIATE time. MORE IMPORTANTLY, the staff on the customer service told me that the Sunwing will give you a vouture so that you can have another ticket which didn't happen!
In SUMMARY, the Sunwing staff at Pearson airport, the Sunwing Supervisor and customer service staff on the phone, all handover-ed the responsibility to the others without targeting the customer situation and SERVICE PROVIDING which is the main RESPONSIBILITY of customer service, specially when the main office is close.
3- As a conclusion to the above points,
3-1 Sunwing didn't provide the appropriate information, prior to buying the ticket to the travel agent (UNITED TOURS), at the airport as well as customer service on the phone. Specially, prior to buying the ticket, if Sunwing had told the travel consultant which we reject the passanger with such a condition, I would have never bought a tick and have never gone into a such frustrating situation.
3-2 With regards to the information on https://cuba.visacenter.ca as well as Cuba embassy, I could have gotten the visa on arrival, which Sunwing deprived me of the opportunity. I strongly have the feeling that Sunwing discriminated me due to my Iranian passport which is really unacceptable in Canada.
It was a very very disappointing experience with Sunwing and I would never recommend this airline to my colleagues in University of Toronto and I strongly demand a REFUND