Sunwing Travel Group
Reviews and Complaints

My name is Bianca Delia Tutelea;
on the 3rd of august 2017 I booked a trip to Varadero, Cuba hotel Grand Memories for departure date 8th of september, returning 15 of september for me, my mom (82 yrs old) and my daughter to spent my birthday in this amazing place with the people I love!
I would like to know under which circumstances the management of Sunwing decided to fly us in on that friday (hurricane Irma was already grade 5) when all the other companies were bringing back their tourists from the Caribbean islands on thursday, the 7th of september, 2017!

we didn' t have a vacation!

We got home safe on my birthday, but personally, I had other plans for that day!
the people from Cuba, Grand Memories were great but you, Sunwing you flow us in, directly into the action, irresponsibly I find!

I would like some answers, please! take care of your clients, each and one of them with patience and respect!

Thank you for your time that you took to read this e-mail!

September 17/2017
Reference Booking Number:951603
Invoice number:3568909

To Whom it may Concern:

I am writing to express our extreme anger over the fact that as we were boarding the aircraft to go to Varadero Cuba, on September 5/2017 at 8:00 am on flight WG 676, you knew and did not disclose that hurricane Irma was imminent and going to be hitting Cuba. You put us in harm's way for your bottom dollar. Sunwing did not advise us of the impending danger to us nor did they offer us a choice of a different destination or a refund.
We paid $3190.00 for an All Inclusive trip. Did we get that no! More than half of our vacation was NOT INCLUSIVE; we lost many if not all of the amenities that we promised to us by Sunwing. We ended up with no power, no air conditioning, and no hot water and no varied of food to speak of for the rest of our stay. We ended up huddled together with every other person in the resort for and the staff for 16 hours in conditions that were less than desirable. Hot, muggy, humid and dark all clustered together praying that we would be ok.
Not one Sunwing representative showed up to provide any information on what was happening or how they were going to help us. Only to find out later that Sunwing had a flight leaving Varadero Cuba on Friday, Sept. 10. No one came to our resort to give us an option or any help to speak of at all. (http://www.msn.com/en-ca/travel/news/oakville-woman-says-sunwing-evacuation-flight-from-cuba-was-nearly-empty/ar-AArZEy5?li=AAggFp5Only to find out that the flight that left Varadero on Sept 10/2017) only had 33 seats filled and the rest empty, we suffered all though hurricane Irma, as well as our loved ones back in Canada, worried about our safety.
Thank God for the excellent staff at the Royalton Resort for their support of the travelers emotionally and for keeping us safe. Also, the staff providing us with water, juice, and sandwiches as the storm raged on. The Staff at the Royalton Resort supported all of us; I commend them for their dedication to helping every one of us feel like we had a chance to make it through the hurricane Irma. We are still having nightmares about our experience.
The majority of the vacation was not what we paid for, and we want a refund of our money. As we sat in the airport with many other people stuck in the same situation there advised that other companies such as Thomas Cook and Transat had already started the process of reimbursing their clients the full amount of their vacation.
We look forward to a quick and satisfying outcome to our complaint.

Thank you,
Thea Kilpatrick and Maria Cuartin

Dear Manager,
I am writing to inform you of the extremely disappointing service experienced by Sunwing.

On Sunday September 3rd, 2017 we had our Sunwing flight # 585 scheduled to depart from Vancouver at 8:00am. At this time of the morning, there no was public transport available, we had no choice but to take a cab ride costing us a hefty $100 instead of the $7 it would have cost us on the skytrain. When we got to the airport, there was a line of approximately 20-25 people. We waited patiently for 30 minutes ( 4:30 am- 5:00am) not because travelers were being attended to but because the Sunwing staff were having their cozy and relaxed staff morning meeting, right in front of the check in counters. No one from the team even acknowledged we were waiting or even had the courtesy to let us know why we were waiting or at the least apologize for the wait, they just continued on with their huddle.
Off course after patiently waiting we reach the check in counter only to be told the reason for their meeting was a new system was being implemented and again without any apologies for the wait. After handing in our ticket and passports the agent then tells us as if implying we knew “so you do know your flight has been delayed to 2:00pm?” he then adds and it might not actually be 2:00pm its looking likely at 2:30/2:45 but to compensate you we have a very small token of $15each to use for food.” At this point we did not know how much more we could tolerate. We woke up at 3:00am, incurred a $100 (out of pocket unexpected additional cost), and waited for the staff meeting for 30 minutes to be finished only to be casually told our flight was delayed by 7hours!

After speaking with the Manager in front regarding the delay he informed us that the plane was sent on a rescue mission to Florida and when we asked him how come we were not informed of the delay earlier he told us that he only just found out about the delay. However, the Manager was very untruthful about the time he found out about the delay, as coincidentally our neighbors happened to be on the same flight and other passengers as well at the airport who mentioned they had received a call on Saturday evening informing them of the flight delay till noon on Sunday. How come we were not informed about this delay whether it was a call or email or text you had all the information you needed? The Manager had no remorse/consolidation for our situation, did not even apologize and even had the nerve to lie to us that this situation had just come to light. It is unbelievable that Sunwing employees have the audacity to lie.
Offcourse we had no choice but to sit and wait at the airport for the 7 hours as Sunwing would not even offer to give us a ride home and back especially after this horrible experience. The least I expect from Sunwing is full my full cab reimbursement and to offer adequate training to staff on how to treat customers.

Thank you for your understanding.

Regards,
Qaisara

I have booked Sep 21, 2017 Cuba vacation package to Varadero #[protected]. But the hurricane happened early September made it impossible to go. I called Sunwing to cancel my package and refund me. They told me, flight is on schedule, resort is normally open. How could I believe them? The airport is under closed and flights are sending travelers back to home in Canada. In this case they still don't cancel my vacation and said no refund at all. I complain about the worst answer to me by non refund of my vacation packages, Sunwing is totally not care about their traveller. They still want to send me to a potential dangerous place instead of refund and cancel my vacation package.

Hello,

My booking number is [protected] (2 passengers), my travel was from September 1 to September 10th to Jamaica, Montego Bay at the Royalton White Sands Resort. I am very disappointed with my experience with the sunwing and nexus representatives and the overall procedure taken by sunwing when flights are cancelled. From the beginning of my vacation I experienced several problems with the sunwing check-in website and sunwing customer service.

#1 - I called sunwing customer service number numerous times prior to my trip as I wanted my vacation to be planned out with no problems. (ples check your telephone call records). I asked over 3 sunwing representatives if I don't prepay for a seat and pay 20$ if I would be able to get seats with my fiance. She reassured me that 4 hours prior to departure I would be able to check in online and select my seats for free and then check in at a later time since i would have already obtained by boarding passes. Therefore on the day of departure I planned my entire day around checking in online. Exactly 4 hours before departure I tried checking in online and I was unable to do so as there was an error on the seat selection page and I could not select continue to submit my check-in online. I called the customer service number and they said the server is down. I then called another sunwing customer service number and they said the site is Not down and that they cannot do anything about this and cannot select seats for me. We ended up having to sit apart. But...this was just ridiculous. The same website problem occurred when I tried to check-in for my return flight. I tried using different internet browsers, laptop, desktop computer, mobile, etc. Nothing worked. Another couple I met at Royalton had the exact same problem with the website. This is unfair because if passengers know they can check-in online and get their boarding passes they can then check-in later to the flight. I have never ever experienced this with any other airline websites & the customer service support was just awful. One representative said A and the other one said B - it was extremely frustrating. BUT definitely not the biggest problem on this vacation...as it gets WORSE.

#2 Several sunwing sales representative encouraged me to pre-book excursions on the sunwing website as it's cheaper and makes your vacation more smooth/planned. I booked 2 excursions, one for chukka horse back riding and another for ocho rios shopping and dun river falls. I called sunwing SEVERAL times to confirm that these excursions are currently offered and depart from my resort. The representatives reassured me that "yes, definitely it departs from your resort within your stay of 7 nights." On the first day of my trip at Royalton I spoke to a Nexus representative at Royalton White Sands named Jasset. The first thing she said was "sorry you will have to cancel your prepaid excursion (ocho rios shopping and dun river falls) as there are not enough people who booked this excursion and it will not occur during your 7 night stay." I then said okay - offer us another excursion EVEN if there is a small price difference I will pay it. Jasset said "no sorry we cannot do that. We can only send an email and request a refund which will take 6 weeks and if you want to book another excursion you will have to full pay in US dollars - cash." And all the excursions she offered were wayyyy more expensive than the prepaid excursions I booked online. (I wondered if this was the service I was given because nexus representatives are given commission if they book excursions in person but NOT for prepaid excursions) This is ridiculous for a 5 star hotel to do. But it does not stop - it gets worse. We cancelled our excursion and said okay to the 6 weeks refund of (160$). NOW 3 days before departing another sunwing representative at royalton white sands sees me in the lobby and says "are you the person who had to cancel their excursion to ocho rios shopping and dun river falls? - You can now go on Thursday before you leave on Friday as people at Royalton Blue Waters booked for it and are going on Thursday." I said "OH GREAT! Lets book it and cancel the pending refund." She then sent me to Jasset in the sunwing office at Royalton Blue Waters. Jasset quickly stated in a rush "sorry the refund cannot be cancelled as an email was already sent and you will have to pay in US dollars now for a more expensive price than you prepaid sunwing for the same excursion." This became OVERWHELMING. I began to tear and I told her how frustrating this is as Dun river falls was my #1 excitement in this vacation and it's my anniversary and how disappointed I am in this 5 star hotel service. She literally told me she cannot do anything about it and never followed up or even apologized. I then spoke to the manager at Royalton - Danielo (apparently he is the owner) on Wednesday and told him what was happening. He said he will get back to me about it and make sure our excursion is dealt with in a proper manner. He NEVER followed up and he was no where to be found before we returned to Toronto. The refund will take 6 weeks now. My excursion was cancelled. Definitely a frustrating situation. Horrible horrible customer service. How are you not able to cancel a refund request that was made literally 1 day before. I asked Jaseet to see the written refund policy she kept referring to - she never followed up. So that was the end of that - I missed my excursion and will probably never get to see what dun river falls again...

#3 The absolute worse than all...it couldn't get any worse. On the day of departure (Friday) after checking in we were told our flight is cancelled. Now...I understand that it's hurricane season and hurricane Irma is disturbing flights in and out of the Caribbean but wow the way sunwing dealt with these cancellations were absolutely horrible. Firstly, on the day of departure - Friday NO other airline were checking in passengers as it was already confirmed that the Montego bay airport was closed and no flights were departing. But yet sunwing was checking in passengers. I stood in line for several hours to check in and then passed the gate and bought dinner and right before departure only to be told that our flight was cancelled. There was no one to talk to but 2 representative (with over 160 passengers). Not to mention our flight was already delayed prior to boarding the bus at the hotel but no representive informed us of this even when asked. We stayed at the Riu montego bay that night. It was COMPLETELY a downgarde from the Royalton White Sands. I could not eat any of the food - it was disgusting. I found hair in my alfredo pasta. The only food available after checking into the resort that night was frozen hot dogs and frozen burgers to be heated up in the microwave (?) Firstly, I have stomach problems I definitely cannot eat that and thats why I chose Royalton becaause the quality of food is better. I did not eat the entire day at that Riu. At 12pm the next day we were told to check out or else we will have to pay for late check out...although our flight was cancelled and ONLY scheduled to come but not confirmed they demanded we check out at 12pm and wait till 5pm for the bus. We then waited for the bus until 5:30 and went to the airport went in the longggggg check in line and got new boarding passes. This time THEY DID NOT ALLOW US TO PASS THE GATE. We sat there for literally 6 hours waiting for the gate to be opened. Kids, grandmas, myself, my fiance, mothers, pregnant women, etc. all sat on the ground in the airport, in wheelchairs, and slept on the ground. It was caos, all food stores (not to mention there were only 2 available) closed...and there was limited to no food available. Sunwing provided small water bottles, no food - nothing. Out of being hungry and frustrated and tired and fatigued I puked, had the worst headache. The sunwing rep then said after 4 hours of waiitng on the ground to enter the gate that he promises we will get home tonight and that the flight is on it's way and will arrive shortly. The flight tracker showed the flight landed in dominican due to the storm and that the radar in jamacia was struck by lightening and was still not working. But yet sunwing kept us on the ground with no food promising the flight will come? No other airline in the entire airport did this. Only sunwing was open...the same sunwing rep said he would update us in 15min. He never came back until 2 hours and all he said was "flight is cancelled." We went to another Riu for the night - not to mention the bus driver was the rudest person on earth - yelling and screaming to all his passengers. On the next day sunday no one informed us that the bus will be departing at 9:45. no phone call, no email, nothing. We almost missed the bus. We arrived around 10:30am at the airport only to be sent into a line of 800 people yelling and screaming and only 2 sunwing representative to speak to! Everyone said different things - one nexus rep said dont check out your flight wont be coming. Another said I only tell u what the big guy says to say, etc. No arrangement of the lines were made - departure time of the flight said 1pm but it was 12pm and there were still 500-700 people infront of us in line...no delay notification was on the screen at the airport or anything... No other airline had their customers treated like animals. I felt disgusted about the service and procedure taken by sunwing during a hurricane interruption. A well known company like this should have a protocol they follow when something like this happens as its very common seen that there is a hurricane season every year in the Caribbean. How can you keep customers there for hours and hours and hours with no food no updates, etc. How can you keep telling your customers the flight will depart when they all know the radar in Jamaica was struck by lightening nd that the airport is closed and that other airlines are not checking in passengers. In a situation like this your customers should feel well protected and not have to think for a moment that you will put them on a plane that is not safe - considering the airport was closed and airlines weren't checking in and even Canada weren't sending people out to the Caribbean at this point...

I paid A LOT of money for this vacation and I really expected it to be more organized and more fair and more RELAXING as it is a 5 star resort and sunwing says they offer the best vacations and service. I believe I should definitely be offered a huge compensation or free vacation as right now I don't feel like I had a vacation. I feel hassled and tired to the extent I had to call in sick to work. This vacation was suppose to be relaxing. Not all of the above problems. I paid a lot for it. This is unfair and if sunwing does nothing about this I will definitely never travel again with them.

From,
Sarah

On Saturday we were scheduled to leave Toronto to Montego Bay, Jamaica on flight WG752. As I'm sure you know a lightning strike to a radar tower rendered this airport and all airports closed until the following day. As well Hurricane Irma and Hurricane Jose were forcing many islands in the Caribbean and the state of Florida to close their airports. All flights from Person that day bound to Montego Bay were canceled by other airlines. This was not a typical delay it was a stall tactic in hopes the airport would open in time to accommodate Sunwing passengers. When I spoke to many Sunwing rep's they did not provide me with any information and passed it along as a delay. Feeling very uneasy and doing my own research, calling all the airports in Jamaica, looking on line and speaking with other Canadian airlines providing information, we decided this plane will not reach Jamaica and did not board that flight. Our determination was in fact correct and that plane was diverted to Punta Cana leaving passages stranded in an airport already filled with Canadian passages trying to get home due to Hurricane Irma. The environment in the airport that weekend with Sunwing customers very disappointed with the lack of information boiled over and police were called in. This is not indicative of Canadian culture and values as we are a society know around the world for tolerance and patience. This could have been handled much better by Sunwing therefore de escalating a volatile situation. Your competitors were offer their passages later flights or compensated credit for the loss of vacation leaving them satisfied and happy that they placed their safety over monetary value. I was always a Sunwing supporter as we travel quite often and use your company quite often. When others complained I always came to your defence and believed in your company. My husband experienced his first panic/anxiety attack on Saturday and was brought to a doctor as were concerned with his health. Today after many disconnected phone calls, Sunwing employees just as confused as myself, attempts to get on a later flight to salvage what was left of my vacation I am left with nothing. I find my bank account $3000 less and nothing to show for it. My intention was to go on a well needed vacation and very happy to do so but for fear my best interest and safety were not being placed first by Sunwing I decided to avoid a possible tradgedy. We have worked with Sunwing as my children are Kidcation winners. We were very proud to represent the brand. The staff of Sunwing has always been good quality people and I feel that those who know us know we are as well. Please restore our faith with your company and provide us with a credit for our ordeal so we may again enjoy being a valued customer of Sunwing.

On my way to Jamaica on August 30th. I was traveling with my 9 year old son we had 2 carry on and 2 suitcases that was supposed to be checked in on the flight. We waited hours to be check it, Our flight was scheduled to leave at 5 and by time we got to the counter it was like 15 to 5. The lady that checked us in insisted we put our hand luggage on the scale. Our other 3 bags were under weight but she charged us $37 to check my hand luggage because it was 2 kg over. Because of that incident the entire plane was delayed. On our return flight that plane was delayed for over 12 hours causing me to lose a day pay. I need this issue resolved pls and I don't want travel vouchers as I will not be traveling with Sunwing ever again.

Booking Reference No. [protected] - September 5-7, 2017

I wanted to purchase the Price Drop Guarantee with my package. At the time of booking there was no option to choose to purchase the Price Drop Guarantee and no where did I see that it said it had to purchased at time of booking - I went through all the terms and conditions and register process and submitting a claim process trying to figure out how to get it. Any time I tried to register it told me I had to call - so I did at the same time I was trying to book my package - however with Irma the call center has been extremely busy and I have not been able to get through until this morning and they said there was nothing they could do bc it had to be booked at time of booking - but I repeat - there was no option to choose to purchase the guarantee. - I purchased the premium package, I purchased the cancellation insurance package and I even paid another $100 for Elite service along with the ridiculous single supplement fees (so I should get the premium package refunded at least).

I can send you all my call logs for how many times I have tried to get through to a Sunwing agent in the last three days and I can take screen shots of the booking process to show you there was no option given to purchase the guarantee.

The rest of my family purchased the guarantee as they booked through an agent with the friends n family options and they had no issues.
I try online and I get nothing and I seriously tried getting through to an agent but obviously there are more serious matters to deal with at the moment.

But please, I have been booking vacations with Sunwing at least 2 to 3 times per year in the last five years and its really getting frustrating now.

I've included a photo of the booking page where the agent has told me the option to purchase the guarantee is suppose to be - and as you can see - its not.

I look forward to hearing back from you soon,
Crystal Blowes

Hi I have a few details to give and hoping you can help.
Aug 22nd return flight from Newfoundland, could not check baggage online therefore had to pay more for the two pieces each we had.. Then to learn the third piece we had was over $200 no where online did it state that the third was this amount.. other passages also complained.. said online it was $37, overage was only $78.. believe we should be refunded this amount..Flight #818 Jarrod & Ella Loveman(booking # [protected]
Jarrod also had his luggage delayed on the original flight aug 4th and did not get the baggage until 5 days later.. he had to borrow clothing and wash and wear, how inconvenient was this..
Then on Aug 18th my daughter and her family were also travelling to NL on flight 835 from Toronto, and prepaid baggage for them as $42, it was charged twice. so the $42 dollars should be refunded as well. then having to pay more to return with the luggage due to no prepaid option.. I take it your flight was a little cheaper for them and us but the inconvenience of this money is not an option I am thinking of doing again.. Please let me know if you require more info..
Ella loveman
[protected]

Good day Sir/Madam,

I am writing you with some concerns from our trip we have recently returned from. We have traveled with Sunwing numerous times and have not experienced many to no issues until now. I feel it is important to inform you of these issues to help prevent more unpleasant surprises for both you and your traveling customers.

We stayed from Jan 5th-12th @ the Riu Bachata in Puerto Plata. We over all had an OK trip but it left a lot of with a lot of disappointment.

Here are some of our main issues that all travelers going there should be aware of:

-24 hour snack does not exist. At Bachata the snack bar is only open from 10am-5pm and from 10am-12pm its only fruit. the only other snack bar we found open was at the Merengue and its hours were from 1030PM Till roughly 3am from our experience. We were traveling with our children 8 and 11 years of age so we had to adjust our HOLIDAY plans to ensure everyone ate! That for one is extremely disappointing. We NEVER experienced this at any All inclusive. Its wait in line for 2 hours and maybe you will get a seat. We were on holidays and didn't get to enjoy a single A la Carte! If you read under you meal plan then it states reservation free. A suggestion ... clarify . We ate buffet that was the same thing almost every day for every meal. Taste was fine but very little variety which is why we enjoy dining at the a la carte.

-Room, we booked a regular room but we "upgraded"to a family triple room in 1509. Honestly housekeeping was amazing but the room itself... the toilet was broken . They fixed it the following day alsoThe towel rack on the balcony was also hanging out the wall. Just those things should be fixed prior to the next guest arrival.The bed was the worst sleep we have experienced. We didn't complain in worry to upset the staff because its not their fault, but it was brutally uncomfortable and we never received a good night sleep. Our "upgrade" also placed us by the tennis court and the lagoon. Which you can imagine when the rain came down the smell that invaded our room was pretty bad. We live in Niverville, Manitoba, around pig barns so we can handle a lot but this was very unpleasant. We avoided our room at all costs until bedtime.

-Nexus was a very bad experience for us. We found it very difficult to find the rep/s and to gather information on the excursions. We had planned to attend 3 different excursions but we only were able to book 1. In the end the excursions we would have booked would have been canceled do to the heavy rainfall so its fine but there was a lot of issues that week we were there and we heard many complaints from other guests. The excursion we booked was Paradise Island which the morning of we had to pay more because he made a calculation error. I respect the humble mistake but booked based on the first price given and ended up having to pay an additional 100us . Just so many errors in booking. When getting on the bus they didn't have my children on the slip just as adults not 2 children. Thank goodness the guide was great .

-Pool staff was great but we never heard any music playing unless water aerobics or the amusement staff were running a drinking competition.

Music at night only at the night show.

That's almost key at resorts!

Our flight was delayed roughly 8 hours on our return home but was Completely fine. A Sunwing rep from New York stopped at our Hotel to give the Correct information to all off us. Otherwise it wasn't clear from nexus. The Sunwing staff service was great and we had a great crew to bring us home safe. The Trip/vacation itself just left us disappointed and We feel did not meet any expectations of a lot of vacationers. Its something we look forward to every year and this year was a big miss.

Thank you for taking the time to read this and I hope it helps you only better the communication and services to your future guest. Going forward from this vacation I cant confirm if we will continue to use Sunwings services as we have over the years.

Thank you and I look forward to hearing from you,
Crystal Bornn [protected]@hotmail.com
email was originally sent in January and have yet heard a response.

First I want to apologize for choosing Sunwing Airlines as my carrier to Cuba. All six of us was checked in on Flt WG642 to Cuba (booking [protected]) on Sat 8th July 2017, waiting at the gate to board the flight. The flight was cancelled and the gate was taken over by another airline. All of Sunwing's passengers was left there like a bunch of ridiculous fools without any communication/information from the airline reps. The reps run away and disappeared, displaying total disregard to their passengers. We had to beg the reps from other airlines for help. Sunwing clearly demonstrated to the public how not to treat passengers. I bet this cannot to us again. The flight was on the next day and was also delayed for hours with no explanation. Next time I will know better. Again I apologize for choosing Sunwing Airlines.

Following is my letter to Sunwing, which has been ignored!

To:
7828 Ostell Cr. Montréal, Québec H4P 1Y9
Vacances Sunwing
Montréal, Québec
7785 Côte-de-Liesse Ouest H4T 1G3
!
In reference to : Stay at “Rio Hato Playa Blanca from June 9th, 2017 to June 16th, 2017.
! August8rd, 2017
To whom it may concern.
This is a request for compensation for my invoice No.: 5637379, booking N.: [protected] for a vacation in Panama at Riu Playa Blanca from 9. June 2017 to 16. June 2017.
As already indicated in my report submitted to Sunwing’s agent at the above mentioned resort, I was been violently ill with acute gastroenteritis, beginning on the very first day of my stay at Riu Playa Blanca after eating my first meal served at the resort restaurant. The restaurant was experiencing a major outbreak of food poisoning, most likely, due to salmonella contamination. Despite the fact that more than 90 % of the guests reported being sick at the time, the management of this “5 star” resort flatly denied any responsibility for the outbreak. They took no measures to protect other guests.
To make matters even worse, on the first day of my stay, there was only a nurse available for medical assistance and she had already run out of appropriate medication. She told me to purchase a medication at the gift
shop but these pills made me even more sick. Later I discovered that what they sold me were anti-acid pills.
Finally, on the third day of my stay, a doctor sold me appropriate medication, which was effective and finally stopped my persistent vomiting. The rest of my stay I could only drink tea and eat boiled rice. After returning home, it took me another week to fully recover from this horrible experience.
Over the years, I have booked many vacations with Sunwing, mostly at RIU resorts. I have enjoyed many stays at RIU Bachata and RIU Merenge in the Dominican Republic in particular. These resorts provided far superior services despite having lower star rating than RIU Playa Blanca in Panama. I am therefore shocked that, even after receiving numerous reports of serious food contamination at this resort, Sunwing does not take appropriate action to bring the facilities up to the expected health and safety standards. Or at the very least, inform clients that this resort does not maintain those standards.
Based on the above, I expect Sunwing to compensate me with a full refund (or a voucher) for one week of free vacation trip to an equivalent RIU resort.
In such case, I will not proceed with a legal claim for the full cost of this vacation as well as compensation for suffering food poisoning.

I booked this trip in June 2017 for departure Sept 5, 2017. I specifically made sure that it was a direct non-stop flight. My itinerary confirms this. When I check your website today I notice that it is no longer non- stop - it is now via Camaguey. My 3-1/2 hr flight is now 6 hrs. I am not happy about this and I called your customer service agent and was put through to a supervisor. Your customer service is very poor, he just kept telling me that I should have read the fine print. I had purchased insurance and thought that I could cancel and book the same trip with another airline - only to find that my full refund is in the form of a credit for future bookings. (again advised by the supervisor that I should have read the fine print - OK I get it). When I asked if I could switch to the flight on the following morning, I was advised that it would cost an extra $100 and there was no guarantee that that flight would be non-stop by the time it arrived. I told him to just leave it the way it was and it would be a lesson learned by me - never again. I can see that you get complaints all of the time and the attitude of your customer service agent tells me that you don't care - you already have my money, so I am not expecting anything to happen with this complaint - but at least I vented!

Hello,

My name is sorin bugarin and I was traveling to varadero cuba "grand memory" resort with sunwing airlines on july 24, 2017 flight # wg680 and returned to toronto with same flight operator (Sunwing airline) flight # wg681. I had a very bad experience with this two flights. Both were late 2 hours, which in return it shorten my vacation with approximately 4 hours. And the cherry on the top, was, when I ask the flight attendant on the returning flight to toronto (Wg681); why is this happening for the second time? She had a very sarcastic answer: I left my purse to toronto and we had to turn back to grab it. Is this the best way to answer to a costumer? Is this is the way how you train them to answer? I don't think that was very professional, if I would answers this way in my line of job I would be fired on the spot. So, I didn't appreciated at all here response and I will thick twice from now on if I need to fly down south with sunwing. Please let me know what will you do about this and how will you resolve this issue.

Best regards,

Sorin bugarin
[protected]@gmail.com

Booking Number [protected] - Kittson & Petersen party of 4

Years ago we traveled with Sunwing and had bad experiences. We vowed we would never travel with them again.

But you think things will change for the better, so thought we would give them another chance. We wanted to go to Cuba and Sunwing had the only direct flight from Vancouver BC.

The first invoice we rec'd had some errors on it so we contacted them and had them corrected. This was understandable so we weren't worried.

Then we heard the horror stories about staying in the Paradisio Varedero Standard suites. After much discussion within our party we decided we would go from 3 weeks in Standard to 2 weeks in Royal Adult. I was very confused with the explanation regarding prices etc. (charges were the higher of ? - did not understand it - prices on website were for first time booking only?). Then when we rec'd our invoice it was wrong.

We wanted all 4 upgraded to 2 weeks in Royal and I don't know what they were thinking when they booked the Pertersen party, but the charges were wrong. I phoned back and I think I got this straightened out.

We are afraid we will get to Cuba and not have the rooms we want. With the travel comments about the standard suites and the ungodly flight times arriving in Cuba we are rethinking our future travel with Sunwing.

We would like to have a guarantee we will have the accommodation as requested (with adjoining rooms would be nice as well as an ocean view) at no additional cost, plus some compensation for the 6 hours I have spent on the phone correcting the errors.

Yvonne Kittson
[protected]@telus.net

My fiancé and I went away to Cuba for our engagement from July 16-23 where we experienced a horrible time at the resort. The nightmare lasted 4 out of the 7 days we were there. The condition of our room was beyond poor. Dead cockroaches. No toilet paper and a limit of 1 water bottle a day. My fiancé MArk John Joshua Michaylow had two rounds of food poison. I had 1 round as well. We spent 4 of those days s in our hotel room with extreme diarrhea and vomiting and diarrhea for him. Our telephone did not work and we were forced to run back and forth from the lobby to the room. The lobby told us they had no water bottles for us. Even after I explained he had been vomiting perfusely for two days in the room. He couldn't hold any food down in his stomach. After the lobby wouldn't help us I called a cab and took him to a hospital in Cuba where he was hooked to an IV for 4 hours and then we ruses back to catch the bus back to the airport to head to Toronto. At that point he was not breathing well on the plane and an ambulance came on board and took him to Toronto general hospital. Where he was diagnosed with pneumonia and fluid in the lungs due to vomiting so much from the food poisoning and dka from diabetes. We are incredibly disappointed with our experience at the memories paraiso resort, the food standards, and lack of water or help. We wasted more than half of our trip stuck in our room sick vomiting intensely. We would like to know what is going to be done about this, we did not have a good experience and we will never go there again. 4 days stuck in a room sick with no one to help us or give us bottled water. A refund would be ideal. Or costs of medical bills. [protected]

Dear SunWing,

On July 10th my boyfriend and myself flew out to punta cana for his birthday on sunwing flight number WG420, confirmation number [protected], departing from toronto pearson airport & destination santo domingo. the name of the hotel was be live experience hamaca beach (gardenview). Unfortunately we have had many issues on this all inclusive trip that i will go into detail below.

1. We arrived the hotel and checked into our room and it was dark and depressing, double single beds, poorly maintained bedroom area, no television, dirty/stained toilette and rusted moldy shower in the bathroom and the Air Conditioner was broken. Not what we seen online upon booking.

(The hotel also charges $3.00 ea per day for a safe lock, which I found very strange for an all inclusive trip. We paid $21.00 USD when we technically stayed for 6 days and checked out at 6:30am on the 7th day)

2. Unsatisfied with our accommodations. We had asked for another room. The front desk employees said that it is the standard suite and another room would be considered an upgrade. At that time one of the front desk employees started showing us other rooms at different prices and it was more that what we brought with us.

We then decided to return the safe lock in hopes to use the $21.00 towards the $220 that we brought with us and was denied. The front desk said that the paperwork was filed and non refundable. They spoke with each other briefly and told us that they would give us a cheaper room that was acceptable. We paid an extra $210.00 USD cash to the employee and was not offered a receipt or to pay at the front desk. He explained $30 USD per night for 7 nights but we only stayed 6 nights leading to checkout.

3. we then got settled into our new room and from we finished showering, seen cock roach's everywhere. in the bathroom, near our bed on the floors, ontop on the counter top in the coffee basket and in our bed ( which we have recordings of) & also black mold on the a/c unit. We immediately called Sun Wing about this and they told us to speak to representative in the hotel which was never reachable. We called and messaged him via his phone number and got no response.

4. Beyond the room, While we were getting food in the main buffet we noticed a large cockroach in the buffet coming from the kitchen going under the buffet table of which everyone was eating from and on the counter top at the Mango's late night snack bar by the beach.

5. We felt very uncomfortable and wanted to fly home early but didnt have the funds to do so.

6. Upon checkout we asked the employee at the front desk for a reciept of our room upgrade and she had no record of that so we had to tell her how much we gave for her to print a receipt. Which was very sketchy of a "4.5 star" rated hotel.

7. i feel like our vacation was not what we expected and did not deserve our money and deserve a refund.

Videos will not upload, will find another method for viewing upon request.

Please email me back at [protected]@gmail.com
or phone me at [removed] for more details.
thank you.

July 13, 2017
Sunwing Travel Group Customer Care Service
Sunwing Travel Group
27 Fasken Drive
Toronto, Ontario
Canada
M9W 1A2

Re: Severe flight delays and poor customer service.

I am writing to you on behalf of myself and my family; my husband, Uncle and two Aunts. We purchased a vacation through Sunwing, flight WG702 to Grand Bahama Island departing on Saturday, July 1, 2017 and returning to Toronto on flight WG703 on July 8, 2017. I am writing to express my dissatisfaction regarding severe flight delays and poor customer service. I am requesting compensation for two days of lost vacation time that we purchased in good faith.

Please note that my Uncle is 82 years of age, one of my Aunts is 76 years of age and my other Aunt has a physical disability. She had medical certificates on her person at all times. We were informed that we were not able to pre-book rooms which would accommodate her disability. However there would be no concerns on arrival as long as we explained our needs. On July 1, 2017, our flight was delayed from 6:15 am to 8:30 am. We were exhausted as we were at the airport at 3:00 am, three hours early, as recommended. When we arrived in the Bahamas there were issues with our rooms, which were located so far from the hotel that I feared my Aunts and Uncle would collapse from heat exhaustion on the way to the rooms. This issue took approximately one day to resolve, with several trips to the lobby speaking with numerous receptionists and the manager on duty. I made several trips to the security desk to request a wheelchair only to be told there were none left. I located a spot on the beach where my Aunt could reasonably walk only to be told it was reserved for “VIP/Members” and we had to move. We were not informed until we finally spoke to the manager that there was a cabana reserved for the physically disabled. After we spoke to the manager, service improved considerably.

On the day of our return, we were asked to be in the lobby, packed and checked out, by 7:30 am to take the bus to the airport. The flight was scheduled for 10:30 am. We were ready and in the lobby on time, in fact a little early. At approximately 7:30 we were informed that the flight was delayed and the bus would arrive at 1:30 pm. We were told the flight would now depart at 4:30, with no explanation given. With all our bags packed we decided to have breakfast and relax in the lobby until the bus came. We were not able to enjoy the beach or the pool. When we arrived at the airport, we lined up at the check-in counter only to stand in line, as there were no representatives on duty. When we were finally checked in we waited in the waiting area for several more hours, with no information. Our flight departed at 6:00 pm, a total of 7.5 hours delay. To make matters even worse, when the plane landed in Toronto we were detained on the airplane for an additional 45 minutes as there were issues with the gate.
As you can see, out of a seven day vacation, we had only 4.5 days to enjoy the Bahamas.

As I was boarding the plane in the Bahamas at 6:00 pm, I was provided with a letter from Sunwing printed at 9:08 am on July 8, indicating our flight was delayed to 4:40 pm (which was of course incorrect) and offering a $75.00 voucher. The voucher is inappropriate for the following reasons: The voucher expires within one year of the date of issue, which in itself results in many unused vouchers as many people cannot travel so frequently. Secondly, the amount does not compensate me for two days missed vacation. Thirdly, I will not travel Sunwing again which of course makes this voucher useless to me. I noted upon return from my “holiday” that Sunwing was the subject of news coverage the very next evening, as passengers waited over nine hours at Toronto Airport for delayed flights. I have been hearing story after story which leads me to believe this is not an isolated incident, rather a pattern of poor customer service.

I am requesting to be contacted at your earliest convenience and to be compensated for the poor service as indicated above. Otherwise I will not hesitate to take further action.

Sincerely

Michelle Paolone
61 Jewell St., Thornhill, Ont. L3T 2J4
[protected]

While traveling to Royalton White Sands in Jamaica 7/5/17 - 7/10/17. I went to an presentation for vacation packages. Now everyone I send to presentation, received 5 free nights back for up to 5 people. NONE were interested in purchasing an package. I on the other hand was VERY interested, just unable to make an down payment of any kind while on vacation. Also, wanted to discuss with adult children as we would be purchasing as a family. I WAS NEVER OFFERED THE RETURN TRIP! When I complained to manager I was told, "You received an gift bag instead of the trip", my reply was the people I send received both the bag and the trip! I don't understand why I wasn't offered the return trip when as I stated I was the only interested in purchase. I not asking for special treatment, but to be treated the same, considering I WAS interested in purchase!

This would have given me and my children the opportunity to come prepared to purchase plan.

Thanking you in advance for your time and consideration.

Respectfully
Kimberly Lowe
[protected]@gmail.com

Res

http://kathilee1.simplesite.com/435209357
I have attached a link to my blog outlining my experience, complaint and what transpired from that point. Photos are included in my link

I don't want any one else to have to suffer through the experience we had and it would be wonderful if this company were held accountable for their part in it.
Photos are included in my link