Sunwing Travel Group
Reviews and Complaints

i left Varadero Cuba on flight 685 at 10.15. Going through baggage, I had a bag with a expensive gift in it and the sunning employee said i could carry on board,
Going through customs, it was confiscated, they said i COULD NOT take aboard, so I asked to ago back and pay for it to be put with my luggage. They said NO. I asked if there was anyway to get it back, they said NO. They said i would NEVER GET IT BACK EVER.
I spoke to the steward on the plane and he said he would try to help, but this was SOUNDINGS EMPLOYEES FAULT, he gave me false infomation.

that gift was worth ALOT of money and now its sitting in VARADOS airport, and they will steal it.

I also want to complain about my trip GOING There, on the 9th of April. We boarded at Pearson, and your Stewardess said that if we bought our excursion on the plane, it would be cheaper.

THAT WAS A LIE. When I got tp Varado, I found the same one for HALF THE PRICE>. To make matters worse, (I bought the snorkelling excursion), they did not provide us with flippers, the water was choppy, I was pulled to the side of the boat by the water, the captain yelled to swim back, which i was doing, then he jumped in and grabbed me by the back of my bathing suit and told me to get out of the water.
HE DID THIS IN FRONT OF EVERYONE. It was embarrassing, and s=he said i could not swim.
I have been to Cuba 10 times, always snorkelled, i know how to swim. They gave us 10 min in the water. THAT WAS IT. I paid 130 dollars FOR THAT?

When i went to my rep, and told her, she said the captain said i was misbehaving and lying.

There were other customers who said I was not doing anything wrong,

I have used you to fly to Cuba all times an this trip I was used, abused and stolen from. I would like to hear back about these matters. I am very upset.

My name is BOBBIE BRITT, I left Pearson Airport on April 9th headed for Varadero, and returned on the 16th on flight 685.

I want my baggage that they confiscated back, and i want a refund for the excursion that your employee lied about. 130 to snorkel for 15 min is un acceptable, and to have the captain LIE is unacceptable, and to have my rep in CUBA do NOTHING is UNACCEPTABLE.

I have always flown SUNWING. I have been a good customer. I did not deserve this treatment.

My phone number is [protected]
email: [protected]@live.ca

please respond, I'm very upset

I was sexually assaulted while on my vacation, I have received no help what so ever from the hotel nor my sunwing representative. I was threatened by the sunwing representative that if I was to file a report without sufficient evidence that I would be charge and sent to Dominican prison . Please help ! This is so not okay .
I was assaulted on my third day of my 2 week vacation I leave tomorrow. I have been fighting this my entire trip .

The resort has refused to call the police .

We were to leave Edmonton at 6am but the flight had been moved to 8am. The girl at the desk said Sunwing should have informed us and they did not. My time is valuable and to sit around the airport an extra two hours is not ideal. Why were we not informed, and how can we rectify the situation. Thank you for your quick response, you can email me at [protected]@hotmail.com

Booking number #[protected] April 3 - 11/17 Vancouver to punta Cana.
1. My family of 4 paid for direct flights to and from punta Cana. On route we were informed by the captain due to strong head winds we would need to stop in Toronto to refuel. This would take approximately 40 minutes and because we were stopping now in Toronto the flight crew would be going over their allowable flying time and we would be getting a new flight crew. We sat for an extra 2 and a half hours in the plane waiting for fuel and a new crew. We were to arrive in punta Cana at 4:10pm. We did not get to punta Cana until around 9:00 pm. we were forced to sit on that plane for 11 1/2 hours.
2. We almost missed our flight back due to extreme long line ups in the baggage drop off. When we boarded the plane we were informed by the captain again that we were stopping in Toronto again. When questioned by a frustrated passenger as to why we were stopping again he simply told us that the plane we were flying in (737) was not equipped to fly direct to Vancouver and mandatory refueling in Toronto was necessary.
We were blaintley lied to by the first captain who piloted the flight to punta Cana because we were also on a 737. The crew who left with us from vancouver were never going to punta Cana but all along were getting off in Toronto. We were lied to.
3. The sales rep I booked and paid for our vacation guaranteed us direct flights. At no time was I informed there was a change. I would have never booked this vacation if I would have known this. I would have booked with another airline!
4. We sat in row 9 on route and row 13 coming back. In both instances by the time stewardess got to us they informed us they were almost out of food or they had no food left at all. How can an airline not have enough food on board for their passengers! In both cases our flights were further delayed leaving Toronto because we had to wait for more food to be brought on to the plane.
5. We bought pre-sale seats for there and back. In both instances we were held up at customer services because we were not given the seats we paid for. If we did not have confirmations on our phones to verify that we had purchased these seats we would have been ### out of luck! We were one of the last to board on the way back home because they fumbled to get our seats straightened out and we were forced to run to the plane! Once on the plane the captain also informed us that all the baggage on the plane was now going to be re-arranged because by his surprise we were taking a cargo container full of bananas! This took another hour of our time! Since when has sun wing become a cargo plane. Our time obviously was not a concern to your company.
I only booked this vacation because we had travel vouchers from a disastrous vacation with your company in 2015. It was my sons destination wedding to Mexico that was screwed up by your company. I was willing to give you another chance only to have this happen to us again. How can your company just flat out lie to customers when selling them vacations. The hotel and their staff were fantastic but the rest of the trip left a bad taste in our mouths again. I want a full refund for my family for the flights. You sell customers direct flight when there aren't any. This is called fraud. I am seriously contemplating taking our story to the media so others are aware of your scam!

On April 11, 2017, we booked a SunWing vacation to Cuba, online. Valid credit card payment information was provided. Our credit card was charged immediately. After booking, we received an email from the SunWing Fraud department asking us to scan and email 2 pieces of government identification plus the front and back of our credit card. SunWing claimed there was a security issue. We were advised the booking would be cancelled on April 14 if we do not comply. Email is not secure, this is not how fraud checking should be done. The only alternative provided was to send the same information via fax, which is also not secure. This is bad business practice. Are tour operators regulated? Can they operate in a manner which puts the customer at risk?

April 9, 2017

Dear Sunwing

I cannot tell you how happy I am to be home from my Sunwing Vacation! Here is my story:

When I booked mine and my friends vacation to Puerto Vallarta we were both so excited! We were looking forward to some fun in the sun and a week of no worries.
Our booking number was [protected]
Departure WG529 AT 10 a.m. March 31, 2017
Returning WG530 at 5 p.m. April 7th, 2017
Staying at the Hotel Tropicana, Puerto Vallarta

Boarding our flight from Regina on March 31st was seamless, my friend and I had a row to ourselves and the flight attendants were lovely. I purchased some Clinique skin cream and a pen and was told it would be waiting for me on my return flight, great idea, then I don’t have to carry it around for a week. Then we arrived in Puerto Vallarta and we made it outside to where we met our Sunwing representative. He asked us if we wanted beer and we both declined and asked for water as the bus was very hot, he said he would get it and that was the last we saw of him.
We arrived at our hotel the Hotel Tropicana, dehydrated and ready for a light dinner. When we got to our turn at reception we asked for an ocean view and were told that there were no extra rooms available but they would agree to give us a room with two beds. We got to our room with our porter only to find one bed. Back down to reception and got a new room even though they just told us there were none available. Then back to our room, 314. No air conditioning just an overhead fan in a room that was at least a hundred degrees and one small window to the outside that only opened a little bit more than a crack and a couple of small windows to the inner hall. We at least had two beds. We went back down to reception and advised them that we would gladly pay for an upgrade. We were told that for $150 US they could get us a better room the next day. We paid US cash.

It was horrendously hot but we slept a bit and in the morning went back down to reception where we were told to come back by noon with our luggage and then by four to get the new room. This of course left no time to really do much so we went for breakfast, came back and repacked our bags. Then we turned in our remote for the TV and then sat around waiting for our next room to be ready. We had been told our new room number 541 so we couldn’t leave the hotel until we were able to check back in. We finally got our room and it was so much better! There was air conditioning and two double beds and a lovely balcony facing the ocean. We had now wasted a full day of our vacation trying to sort out our room. This was something that our Sunwing rep had told us he would do as well as exchange some money for us and fix any problems we had and sell us some tours but it was pretty clear we were on our own as he was not around. We were supposed to get some sort of orientation but didn’t. We went for some dinner and fell into bed dead tired because of the previous night’s poor sleep.

THIS is where the nightmare begins!

When we were falling asleep I felt a bite on my left hand, I slapped whatever it was and mentioned to my friend that I had been bitten. It was dark and I dismissed it as a mosquito and fell asleep. When I woke up at 7 a.m. I got up to go to the bathroom and as I looked in the mirror I froze! I was covered in bites! Down my left arm, all over my left hand, across my back, on my face, around my waist, my right shoulder, under my arms, onto my right breast, across my lower back and around the front of my stomach. I counted over 70 bites! I immediately sent my roommate to the front desk while I repacked my things and then joined her. I showed them my hand and they agreed to give us a new room (in the hotel that had no vacancies mind you) it was two doors down and once again we needed to wait for it to be vacated and cleaned. I took no chances this time and rolled my bag into the hall and took the hanging items down the hall to 545 and asked the maid if I could just put my hanging clothes into the closet and she agreed. I then went to the front desk and asked them to clean my clothes so that any bugs would be killed and they refused stating that they had no ability to do so. I packed all my clothes and took them to a laundry and dropped them off with instructions to dry everything on hot. Then I went to a pharmacy and the pharmacist advised that I should use a topical cream and see a Doctor as she was pretty sure it was bedbugs.

I went back to the hotel after picking up my laundry and asked them to pay for the drugs and the laundry and they said they could not but they would refer it to management. They then said I probably got the bites on an excursion to which I replied that we had only arrived Friday and hadn’t been anywhere yet! I asked to speak to the manager and was told to come back at 1 p.m. and I could talk to her then. So we went for lunch and returned for 1 p.m. and were told that the manager had not yet arrived and we should come back at 3 p.m. We returned at 3 p.m. on day three (Sunday) of our vacation unable to go anywhere, in dire pain from the bites which were now swelling up (I have included pictures for you) and were told that she was not in and they could not say when she would be. Then we were told to check back at 9 a.m. on Monday. We checked back on Monday and were told that she would be in around 2 p.m. and we should come back then. By then I was very ill form the bites and feeling light headed. I was crazy itchy and had developed large blisters over all the bites. I took a cab to the hospital where the emergency Doctor advised that he was pretty sure of what it was but could not put it in writing as the hotel could take action against him. Then he prescribed a medication that he said would stop the bedbugs from biting and an antibiotic to manage the infections and also recommended another topical to treat the itching and burning from the bites.
We returned to the hotel and I presented them with my bills, medical and laundry and told them I expected them to cover these costs and the upgrade of $150.00
They told me that they would not be covering these costs and that they would refer it to the manager. They kept saying that they couldn’t find anything in the room and I must have gone into the jungle or on the beach to get the bites. I explained that I had not even gotten to the pool let alone the beach or a jungle! They then advised us to return at 6 p.m. We have now wasted day four (Monday) of our vacation. We returned at 6 and of course we were told that she was not in the hotel and that she was very busy but that she was aware of the situation. We had a trip booked to Los Arcos on Wednesday that we had purchased on our flight to Puerto Vallarta and I was determined to go if not for myself then for my roommate who had suffered along with me even though she had not gotten any bites. We were once again advised to return to the hotel on Tuesday at 10 a.m. and they would let us know when the manager would be there. On Tuesday, day five of our vacation we returned to the desk at 10 only to be told that she would be at the hotel between 2 and maybe 6 p.m. or we could come by the next day. Needless to say at this point I have very little patience and tell them that we will be back at 2, we head out to the town to do some shopping because we can’t go anywhere and still be back to check in with the hotel for a meeting with the manager. We return at 2 and are told she would for sure be there in a couple of hours. We hang around and then go back to the desk and get some story from the (never friendly staff) at the front desk saying she is very busy in a meeting. At this point I lose my patience and pound my hand down on the counter and tell them to GET HER NOW! Then another girl comes out from the back and says she is the manager’s assistant and the manager is not even in the hotel! So now they have lied to us ! I tell her that I need to speak to her so get her on the phone! The assistant made a call and then told me she would see me at 3 the next day to which I said NO! This is day 5 of my vacation and I have not been able to go anywhere or do anything! The she asked what time we were leaving on our tour and said the manager would come and meet with me. Then she said I should have brought my laundry to them to look after! I told her you specifically told me NO that you could not take care of my laundry to which she replied well we need to do it here. We agreed upon 9 a.m. and then started to leave the area when one of the young men from behind the desk approached and said she needed to make the appointment for 9:30 instead. I said fine but I was not missing our trip. Later that day our Sunwing rep finally showed up and gave us our return vouchers, (he still had no pesos for us to buy) and we told him our story. He called his supervisor and filled out a report and told us to not talk to the manager until we heard from him. I told him if we didn’t hear back from him by 9:30 a.m. on Wednesday the next day then I would be meeting with her. He said that after talking to the reception staff there was no way we were getting our upgrade back. He never showed his face at the hotel again!
So finally on day 6 of our vacation, she finally met with us. She was very cordial, offering us tea or coffee and then asked me what I wanted. I told her I just wanted my upgrade, the medical and the laundry paid for. She readily agreed and also said that she would pay for an upgraded room at another time. So easily resolved! Why did it take 6 days of our 7 day vacation?

So then we are going to fly home on Friday, a new Sunwing rep comes to the hotel and rides with us in a cab back to the airport, drops us off at the curb and tells me that he would be coming in with us but then disappears! We get to the Sunwing counter and I said to the agent, we would like two seats together and if not then we will pay for an upgrade to elite. He tells me there are no seats together but if we pay $100 he could get us seats in rows 4 and 5 so we could at least be close. I gave him my American Express and the machine would not take my pin number. The agent says “Its Declined” I said I doubt it as the card has no limit and we try again with the same result. Then he says they don’t take Amex which I say is strange as they took it to book my flight and they used it for buy on board and duty free. Regardless I hand him my visa card with the same result. He then says my cards are “no good”! My friend then produces her visa card with the same result. Then the guy beside him tries it and pronounces the machine is broken and it happens all the time. So then I ask if I can pay on the plane and he says that is impossible and that if we want the seats we will have to give him a hundred dollars cash. I said Canadian? And he says yes but it is $100 US also. We only had US cash so we paid him with that even though we were pretty ticked by now.
So then we get on the plane and they close the doors and I see there is a whole empty row of seats to our left, second row from the front and I ask the flight attendant about it and she says she has given the seats to someone else but we could have row 7 as its empty!EMPTY! two whole rows! And there are seats everywhere ! I said to her we just paid $100 cash US to get seats that are in different rows because the agent told us there were no seats together! She allowed us to move but said she was unable to refund us although she would file a report.

Then we are told there is no inflight entertainment system. It may seem like a minor inconvenience but after the trip we have had and the debacle with the Sunwing agent we were not impressed.

Then I hear “Sally Cain please hit your attendant button so we can see where you are seated” so I do and the flight attendant brings me a bag and says “sorry the face cream is backordered and we have none available”
I am shocked as I actually saw the face cream on my original flight! So they took my order but sold the product to someone else?! What the hell? What was the point in this?

So I am now home and I want Sunwing to fix this. First of all I want myself and my friend to get our $100 US for the upgrade that we didn’t need or use. Then I want Sunwing to honour the onboard price for my face cream and deliver it to me and most importantly I want Sunwing to give us back our holiday, either with a replacement holiday or with a cheque.

We really think we deserve to be compensated and I expect to hear from someone within 10 days from this report to you.

Regards
Sally Cain
[protected]
2223 Rae Street
Regina Saskatchewan
S4T2G1

To Sunwing Customer Service: Booking Number: [protected] Red Tag
I feel compelled to express my experience after returning from a disastrous vacation at Paradisus Varadero, Cuba from March 17, 2017 – March 24, 2017. My sister and I have never travelled to Cuba together and what we believed to be a 5 star all-inclusive resort our expectations to have a week full of stress free and relaxation was immediately squashed as we checked into the Paradisus early Friday afternoon. Upon check- in it was approx.. 12:00hrs due to the fact that we had a 6:15 am flight out of Toronto and arrived in Varadero on time at 9:45am., we were told that our rooms were not ready and that they would hold on to our luggage at the front entrance and that we were able to take in the amenities such as the buffet and pool areas. We were tired from the trip and was hoping to freshen up and change into our vacation attire but was unable to til at least 16:00 hrs. We had a bite in the hotel buffet and then proceeded to walk around the grounds seeing we still had a few hours to wait for our room…
Once we were told that our room was ready (3100's) we were escorted by hotel staff and low and behold once we entered the hotel room we immediately saw how dated it was and the it had an unusual odor. The curtains were dirty and falling off the track, the patio door did not lock, the hotel safe didn't work and the air conditioning unit was not functioning. We noticed that the bathroom was old and dated with broken tiles and mold throughout….. We immediately called the front desk to ask for another room but they said they had nothing available. We told them that the air conditioning unit was not working so they said they would send someone there. A repair man arrived and fixed the air conditioner but at this point we were extremely disappointed in what we were getting for what we paid ( 1700.00 each from Toronto and I had a flight from Sault Ste Marie that I paid $220.00 on top)… This did not sit well with me or my sister so we proceeded to go back to the hotel front desk and ask to speak with the manager. While doing so there were several couples who were also experiencing the same issues, one couple we spoke to said that their room smelled of heavy javex and that the hotel staff who brought them to their room also notice the smelled and told them that there's no way they could stay in that room.
The hotel staff consisting of one female worker was not co-operative at this point since she was checking in all the passengers from our flight. She informed us however that the Sunwing representative will be in the lobby shortly and that we can discuss our issues with her.
We spoke with the Sunwing representative (lisa) and she was trying her best to accommodate a room change for us and several other guests but it would not be until the next day. We would be able to change rooms but not til 4 o'clock once the rooms had been cleaned…..
The room we were shown the next day, (1900's) was no different than the first one we had other than it had an updated bathroom but once again mold around the corners so needless to say we showered with our flip flops on. We took that room only in despair seeing that it was a little better than the first one but once again not a 5 star quality room… not even Caribbean standard. We also tried booking the al carte on Saturday but all the restaurants were full for Sunday and we were not able to book for Monday. We had to return Sunday morning to get reservations for Monday.
Sunday morning comes and we get our bookings for the al carte but for only three restaurants, that's all Paradisus entitles you to. I informed the staff member that it will be three nights that we've eaten at the buffet and for all the inconvenience with the room if she could allow one more al carte and she said “NO”.. I am also Celiac and the buffet was not gluten free friendly so I basically ate only the rice for the first three days.
This Sunday we requested a change of beach towels but they had no towels? We returned to our room in the 1900's now to find that we had no bath towels of any kind? We even left the two towels that we had used to shower on the racks in the event that they were unable to switch out for clean ones. We called the front desk to ask for some bath towels but never did get them. Now it's Monday and we again have the same beach towel from Saturday, I went to swap the towels again but no available clean towels? Monday night was our first al carte. When we returned to our room from our day at the beach, again no bath towels… I called the 700 number but again she said ok and no one showed up… In the meantime the staff who replaces the mini fridge came by to replenish the complimentary drinks. He placed the cans in the fridge and as he was about to leave I opened the fridge to have one of the beer cans fall out and literally explode everywhere on the floor and on our luggage. He turned and didn't know what to say so I told him to get someone to clean it immediately. He called the front desk from our room and we waited and waited but no one came… It was almost 5:30 at this point and we still had no bath towels, a room with spilled beer all over the place and no none to come and clean it up….. We notice that there were several housekeeping staff outside our room so we walked over to them and I asked them if they had any clean towels and they said to call the 700 number. I told her that I had called 3 times and that I was prepared to go to our first al carte with my bathing suit on because I had no clean towels to shower up with. Even that didn't get me new towels…. I then mentioned the beer spillage and she basically told me that the lady that cleans our room had gone home for the day, I was mortified and told her it needed to be cleaned up right away and she can see that I was getting very upset so she grabbed a bucket and came over to our room to clean it up. We tipped her for that.
Tuesday now and still no towels….beach or bath and now no hot water? We found the Sunwing representative once again and informed her of our experience from the day before. We were so upset that we just wanted to go home. I have never experienced anything like this and I've gone on several Sunwing Vacations but nothing like this one. She returned once again to inform us that we were once again changing rooms and that it will be in the Family Concierge but not until the next day (Wednesday)…. Had we been placed in the Family Concierge the Saturday our trip would have had a whole different outcome and experience. This is the accommodation you expect to receive when you spend $1700.00….
To sum it all up, we wanted to get right back on the plane from the Friday we landed in Varadero back home.. It took us 5 days out of 7 to get to the Family Concierge. We did not want to take in any excursions or visit Havana because our experience at Paradisus took all that away… You advertise 5 star but you place people in a 3 star accommodation old, dirty and dated rooms hoping no one complains… I could go on and on about the service but I think you get the picture.. Something was going on at that resort this period and it would have been nice to know before booking?
We are both extremely disappointed in Sunwing and the misrepresentation on this resort. I can't emphasize enough that we were both so excited and looking forward a week of rest and relaxation but only to be stressed, angry and visibly upset the whole time we were there. Any reimbursement on your part to come clean for this horrible experience would be greatly appreciated and taken into account for any further travels with Sunwing Vacations….
I look forward to your acknowledgement and response.
Patricia Johns
c.c Trip Advisor
Sunwing Complaint Board
Paradisus Varadero Resort & Spa

on march 19 2017 flight number 324 from Ottawa to varedero departure time 5;20 pm I had to use the washroom and the curtain was close just before the washroom, I try to opened the curtain to use the washroom the flight attendant asked me to stay behind the curtain in a very abuse way .so I stood back until the curtain was opened and used the washroom after I asked the flight attendant to have some water to take my medications and he told me;
[I want to pee in a very rude way] and I waited for almost 4 to 5 minutes
for the flight attendant, so there was an half opened bottle of water just on the side that I had to use it to take my medications and in the same time the flight attendant got out from the washroom and saw me drinking and said ; who do you think you are ? so I told him that this is a terrible customer service and you are not suppose to work in this kind of attitude
so I went back to my seat because the flight attendant was very agressive
at that time I did not know who I should talk to until the supervisor in charge came and asked me what happened because the flight attendant told the supervisor that I cursed at him which is not true .so I told the supervisor exactly what happened and that I need to complaind to sunwing head office and I need his name, so she told that I can't give his name and you have to get it your self . after when we arrived to varedero
before I got out the plane I asked him politly if I could have his name
and he refused to and crossed his hands on his chest so I wont be able to
see his name. so I was very dispointed.

At 9:00 a.m.April 2nd, I walked to the lobby of my resort and talked to the doorman. He informed me that there might have been a change in my pickup time. I checked the book and nothing was noted. I went to get change at the change kiosk at my resort and just happened to look down at the paper sitting there and became aware that it was a notice telling me of a flight time change and hotel pickup for WG 679. If I hadn't need change I would not have noticed it. We wereto be picked up 2 and 12 hrs. later than expected that day. We were supposed to leave Varedeo at 6:30 p.m. according to the flight schedule postedon the board, that didn't happen until 7:30 p.m. after sitting for 20 minutes at the Varedero gate in an aircraft with no air conditioning because the auxillary generator was not working. We proceeded to Cayo Coco where we sat in the aircraft on the tarmac for 12 an hour waiting for a gate to open up to receive the Cayo Coco passengers. We were all then told that we had to deplane after learning that the Cayo Caco airports power cables (two) were broken and that they would be shutting the engines down and told us that they hoped they would get them started again. Upon deplaning we were herded back through a customs check and allowed to sit in the duty free boarding area for 2 hours. A number of misleading P.A. annoucements directing us to various departure gates gave us false hopes that we would be leaving soon. We were then told to line up at gate 4 where we stood for 1/2 an hour until the
crew flight attendant (Jeff)came down the line again reassuring us that we would be boarding soon and he said if we weren't on the plane in a hour we would spend the night here. I asked him what he meant by the words (Here) but he quickly continued down the line before I could get an answer. We eventually were allowed to go on to the tarmac and board via steps at the plane. One engine on the Boeing was powered up and the noise was extremely loud. I suffer from hearing loss and was not appreciative of walking past an engine that was exceeding the safe decibal rate for a person to hear without hearing protection. We eventually took off and during the flight I asked the flight attendant in the back of the aircraft what Sunwings official explanation for the total screw up which had started, to my knowledge, very early that morning. He told me that he had been called in on his day off and didn't know anything. I would think that an employee of Sunwing would have been curious as to what was going on on a flight that he was working. I don't think he was honest with me. I have been a Sunwing customer for 12 years and have used their services for all inclusive vacations to Cuba for my daughter and myself seventeen times at a cost of my spending approx. $30, 000.00 plus in that period. I have had a number of small issues over the years but this one tops them all. I will be looking at services offered by your competitors as I am totally disgusted with this last episode. Oh and don't try and send me a $50.00 travel voucher. If I wanted that I would have filled out your questionnaire.

We bought direct flights from Vancouver BC to Punta Cana but we're in Toronto and we had no idea that the plane is Not going direct to Punta Cana.
There is nothing on the tickets that we bought about a TK stop .
This is really frustrating. How can Sunwing decide to change the route after we paid for direct flight? And lying to us that they think of safety and due to high winds they need to refuel in Toronto and change the crew at the same time.

We won't recommend to anyone to fly with sunwing and definitely we won't do it again.

STAY AWAY from Sunwing. It's not worth to travel with them.

Complaints:
Sunwing and hotel paradisus varadero

On the flight from ottawa to varadero cuba march 16, 2017 we were to have a champagne flight. There was no champagne served to us only select few got served.

When we arrived in cuba to our designated hotel paradisus varadero we were not treated with friendly reception at the check-in desk.

The receptionist checked in people that were on the same bus as us and they got a room before we did. They told us we had to wait until 4pm to get our room when our flight arrived starting at 6am and landing in cuba at 10am. We arrived at the hotel at 11:00, they should have been full prepared to receive guests. Especially since my husband was in a wheelchair and the could plainly see this!

The clerks at the reception desk don't seem to know what they are doing. When checking guests in they are not able to multi-task! They asked four our passports, advised they were having trouble checking us in. I handed them 3 passports, they returned two, luckily i checked the passports and was given the wrong passports, two were given back. Good thing i checked the passports that were returned and advised them, these people were not my family and i handed you 3 passports not 2. Incompetent to say the least because she was checking in the wrong people and talking on the phone.

I booked for triple occupancy and they gave me double beds and no cot. When the cot did finally show up, it was dirty, rusty and gross! When we finally did get a room, they stuck us timbukto, bearing again in mind my husband is in a wheelchair, so there was a lot of walking and unnecessarily upsetting my husband! We only had two towels in the room and the room was absolutely disgusting. The bathroom was full of ants and toilet paper on the wall. The shower was not clean, god only knows what was on the shower door! The toilet was not clean the counters were dirty and the tv screen was scratched to point where you couldn't see the picture.

The wait staff are not worthy of a 5 ⭐️rating. While eating dinner the first night we arrived they dropped a glass and shattered all over my me and my husband and we were cut from the shattered glass. There were no apologies given. When asked for more of a beverage we wouldn’t get it we would have to ask a few times before receiving it. Every day and night without fail plates and glasses are dropped servers shouldn't carry more than they can handle. When we asked the servers for more water they ignored us and then proceeded to fill other guests glasses this to me is completely disrespectful and they don’t call you sir or mme they say "lady" that is so rude!

When we booked our tickets we stipulated that my husband is in a wheelchair and they were ill prepared and didn't make any fast effort to accommodate us expeditiously.

The cleaning service is reprehensible this is not 5⭐️quality. Our first night in bed i found sand in our so-called clean bed.

We were asked to fill out a guest survey by the co-ordinator of guest services (Ruley) she was very helpful and apologetic. She also saw to it that we were taken care of a. S. A. P. She found a solution right away and told us to be patient and the following day we were moved to an actual 5⭐️facility on the same premises. (Royal service)

A grounds keeper (Montenegro) he was even apologetic for the way the room appeared and wished us well, he was a gentleman.

The quality of the food as soon as we upgraded was 100 times better. Even the coffee was better!

One of the concierge (Giovanny) he was so nice he offered us his services whenever needed.

Treatment at royal service:

Is much better than being treated like a peasant!

After having spent a ton of money on this trip i was hoping to have had royal service from the beginning and not half assed service where no one cares about their job and don't care about the people they serve.

I work in the service industry and when i’m expected to give 5⭐️quality service i expected it in return. Suffice to say this will be my last trip to cuba!

Also, when booking this trip on your website, your pictures are very deceiving as i thought when booking i would be getting the royal service placement. There was no indication on your website to choose the regular accommodations; royal service or family concierge. Very deceiving to say the least!

The room was decent enough after being moved over, however there were cockroach issues, i mean really! We were given late check out and checked out earlier as we could not wait to leave this ordeal behind.

When returning back to canada, the sunwing airport person (Don't know their actual title is) was waiting with my husband's wheelchair. We asked if they would be bringing us to customs, i. E. Helping us out, he vehemently said "uh no!" what kind of service did i pay for. I am not asking for full compensation of my money, but at least half back.

For the amount of money we are paying for these flights, i think it reprehensible that we are not given any food on the flight. $1500.00 per person and all we get is water. What a total rip off! I will not ever be using your services again, nor recommending it to others.

Picture can be provided upon request.

[protected]@hotmail.com
Maria bossio

Booking: [protected]

My issues started with the service on the plane. You could tell the flight attendants weren't happy and it felt like they didn't want to be there. I forgot to buy a bottle of water before taking off, that's my fault. As soon as the seatbelt sign came off I went to the front and asked for some water, the lady told me if I went and sat down she'd be there shortly...
I believe it was about an hour into the flight before I got my first sip of water. Maybe I'm confused but I assumed staff were supposed to be friendly and accommodating?
The "5 star" hotel package felt more like a 2 star package. We couldn't even get drinking water our first morning there! There was none in our room and each of the bars told us we had to goto a different one...
Not to mention we didn't have hot water for 4 days. They kept telling us the problem would be rectified shortly, after 4 days we demanded a different room! The new room had hot water but the drain was plugged and would flood the bathroom every time we showered which was still better than the alternative. The hotel bank was normally closed so I couldn't exchange money for the first few days there, once I finally did I was excited to book some excursions n get out of the resort! The excursion they sold me was a complete let down and nothing like what was advertised, I think that's the Cuban way tho lol one of the main reasons we booked with this hotel was for the diving that's "included" what they don't tell you is that it's only offered on certain days and only if the boat isn't full of paying customers. We arrived on Monday and didn't get our first dive in until Thursday. We were told we would be taken by boat to a coral reef for our first dive and have the opportunity to dive a ship wreck after...
Good ol cuba struck again! Do you think we got to do either of those things? Nope!
Between the #### food and the even worse service I would never go back to Cuba again! Ever!
O and the flight home, why was there 6 rows at the back of the plane that I assume were sunwing crew members lying down in? I realize they go for long flights and are entitled to breaks but why am I, a paying customer packed in like a sardine while they're laying down!?
One last thing (I could go on n on) in Calgary I paid to get elite plus, I asked the lady if I could pay for the return flight as well, she said "no no it'll be easier if you just do it in Cuba" I didn't have any money on me when I got to the airport because low n behold because the banks were closed lol the bank at the airport was out of order and the credit card machine was broken lol I couldn't even get a bottle of water or anything to eat let alone upgrade my seats.
Ive been to about 20+ countries some of which have been third world, I guess maybe that's just the Cuban way so I shouldn't be disappointed? But I wish I could say my disappointment was just with cuba, I feel equally as dissatisfied with my sunwing experience...

My booking number is [protected].
My wife and I traveled on Mar.18.2017 to Montego Bay from Toronto on flight
WG752. The In-flight service was terrible. The flight attendants Finished their service very quickly and disappeard for 3 hours. Never saw them once go through even offered a water to passengers. We were sitting in seats 4A and 4B. These flight attendants behaved like they did not like their job. We never saw them smile even once.
We would never ever fly Sunwing air line again. Is it even legal not to offer water to people. These flight attendants were sitting down for most of the flight chatting with each other.

On the way home we took flight WG753 on the March.25.2017.
The flight was delayed four hours. I asked the in-charge flight attendant if any alcohol drink or food was complimentary. She was so rude. I have never seen anybody more rude than her. She told me, even if company told her to give complimentary drinks, she will not give anybody complimentary drinks.
She told me, I was not a happy person. All I did was, asked her if drinks or food was comlimentary. She had no right to tell me that, she does not give anybody drinks if they are not happy. My wife and I were so upset, we didn't
take any drink or food from the crew. We slept all the way home not even a drink of water.
Some body with an attitude like that, you never know what she might put in my drink.
I am a 57 years old man. I am a customer service director with a major corporation.
I am a frequent flyer. This was my first time flying with sunwing airline. I will never fly Sunwing airline again.
The whole trip was excellent service except for the flight attendants were terrible on both of our flights
I would like a reply from Sunwing for this complaint.

Thanking you,
Harjit Panesar
Paramjit Chandi

[protected]@gmail.com

I just returned from a week at the Paradisus in Varadero Cuba. The hotel was rated a 5 but was at best a 2 star. From check in to dirty rooms, no running hot water, no towels, no air conditioning, sanitary issues, balcony doors didn't lock, and the food was disgusting...just to name a few. I am extremely disappointed that a travel agent would recommend this hotel claiming it was a 5 star. I would really like to speak with a sunwing representative to discuss how the hotels are rated. Upon speaking to other guests at the Paradisus we all are of the same opinion. I have been to Cuba several times, always book 4.5 to 5 star and have never experienced anything like this. A weeks vacation was ruined. I would hesitate to ever book through sunwing again based on this discrepancy.

I am requesting a refund.

We went to the Grand Memories Cayo Santa Maria. Let me tell you, there was nothing "grand" about it. Sunwing rated the resort at 4.5 Stars where it is probably a 3 Star. I saw so many food handling issues but I didn't see one manager until our sixth day on the resort. By this time I knew of three people that were extremely ill (like couldn't leave their room I'll). My daughter was ill off and on throughout the week and the rest of us had at least two days were we found ourselves taking gravol and heading to bed early.

Now this is besides all of the issues we had with this run-down hotel. It took two days to get an extra towel and pillow (only had three in the room but there were four of us). Had to fight to get a broken bed changed out of our room. No hot water for a day then no water for a day and a half. The phones in the lobby to call out of the resort were broken. I only encountered 4 resort workers that could speak enough English to carry a conversation let alone understand what you are requesting. Front desk workers should definitely be proficient in English or multilingual. I've been to Cuba three times previously and I have not experienced food so bad. Buffet: heating tables not turned on (food cold), no tags to tell you what the "food" item is, same thing in all 6 tables, no sink where cooks are cooking to wash their hands, six times out of ten there were no plates at the buffet, not enough serving utensils, so many flies in the buffet restaurant.

My 13 year old daughter didn't have a bracelet on and the bar tender was asking if she wanted rum in her drink. When I approached the Sunwing representative at the resort to discuss issues, he didn't seem surprised nor did he give the time to try to resolve any of them.

Anyone who knows me, knows that I like to travel. This was the worst resort experience I have ever had and I am pretty easygoing.

I will avoid booking any vacation through Sunwing. Sunwing has yet to own up to this on-going 'scam' (for lack of a better word).

I only book beachfront, all inclusive resorts, 4 plus stars (depending on the area). The Grand Sirenis Matlali Hills Spa and Resort was advertised as such (actually advertised as a 5 star) but is maybe a two star. The sheets on the bed were dirty upon arrival. Even though I called twice no one came to change the sheets and the were left like that until the next day! That set the tone for the rest of the trip! Everyday there was something! By thursday, we lost water usage for about 3 hours! The next day we lost electricity for 3 hours and water usage for almost 20 hours! Fantastic! In addition the say this is a beachfront resort but it's not! The will drive you to a crappy small piece of beach and you have to wait for a shuttle to take you back! I originally asked for 40% of my money back but i now want all of it because i'm not sure if Sunwing is looking into my complaint (which was made a fewdays after i was back home - because i was sick)!

I am writing this complaint because I can't believe Sunwing would fly guests into a resort they knowingly knew had NO WATER! This is a health issue and is unacceptable. Please see our concerns listed below and see why we are requesting a full refund from this nightmare of a trip.

WATER
-upon our arrival a woman ran up to us, visibly upset, warning us there was NO WATER
-no water to shower/brush teeth/flush toilet
-saw staff filling up wash buckets with pond water for cleaning ( no clue what they were cleaning with it)
-saw staff washing off dishes with paper towels only and then reusing the plates for use
-staff with empty carts would drive past you, honking at you to get out of the way. I've been to Cuba previously, and they would offer rides and greet you, another example of poor customer service at starfish
-stench from the bar at the hut where food was also served was so pungent it would turn the stomachs of any visitor in the area, was virtually empty of patrons
-pools were green and people were literally bathing in it due to the showers not flowing water. Did not use the pools once due to this reason.
-was lied to by staff that entire island of resorts had no water, later found out other resorts did have water and it was exclusively starfish.

FOOD
-upon arrival at 1am went to get food and food was inedible (undercooked and very cold)
-drinks were being made with curdled dairy products, very gross and incited vomiting. Also drinks were warm because they lacked ice.
-food at the buffet was inedible and very little variety.
-a la carte meals were extremely disappointing. Staff signed us up for the wrong one, even.
-multiple times had staff of the resort come up and blatantly ask for tips and explained that they needed tips for living as their wages weren't good enough.

CUSTOMER SERVICE
-went to inspect our beddings and found dried blood and brown spots on sheets. Phoned the front desk for new beddings and was told there was nothing they can do about it until tomorrow. Unacceptable. Three room changes were required due to these reasons.
-extremely poor customer service for every outlet from front desk to waiters to management. Extremely dissatisfied and felt like a second class citizens our entire stay.
-staff kept approaching us to exchange money for them, ie. Cad to cuc, usd to cuc even in once case cad for cad? Fake money?
-water wasn’t being sent to our room. On the last day before travelling to the airport we weren't delivered our bottle of water and even talked to the conflict manager of the resort and he looked us in the face blankly and said there is nothing we can do for you and we can go purchase some from the gift shop.

FACILITIES
-starfish resorts did not have any shade structures on the beach, were forced to go over to other resorts to enjoy shade, people were stacking chairs up on the starfish resort for shade.
-light fixtures broken, bridge leading to the beach had broken railings and the wooden planks looked rotten through that we were standing on.
-no coffee maker in room
-starfish resort was dead by 8pm while we could hear other resorts still playing music and partying, felt like the vibe of the resort was distraught due to the lack of water and amenities.
-During our stay all lobby, bar and restaurant areas had their washrooms locked, NO service due to NO water
-one woman was quite upset upon her check out that she no longer had her room and now what was she to do? Hotel staffed smiled and said sorry, she became upset as having to use the washroom and finally they brought her somewhere.

HOTEL MANAGER MEETING
-got in last minute on a meeting that was taking place with roughly 15 families and the resort manager. He offered 30% cash back on resort fees ONLY and 1 week free stay resort at starfish that we would have to pay flight and taxes. Tried to ask what the saving was but it was very vague on the amount we would have to pay for another stay. Agreed and shook hands with people on the deal, once the contracts came out it was actually one OR the other, upsetting the group of people that were a the meeting. They refused us to allow to take contracts and would make people sign on site. While waiting around the front desk for a bottle of water, I was physically shoved aside by the manager without even an apology as he was exiting a meeting and looked visibly angry.
-found out later that deals were made to some patrons to change resorts and to keep quiet about the deal (Warwick resort, VIP lounge on departure)

CONCLUSION
-first family trip that all were able to attend and were left feeling disappointed with the service and hospitality shown, also with the lack of running water to our rooms it felt very in-humanizing.
Guests at the meeting said it felt like camping and this is not what we paid for or prepared for, hotel manager responded this is Cuba . Manager always said he would allows us to talk once he finished what he had to say but that didn't happen. Manager always spoke over the hotel guest.
-To sum this up a HUGE disappointment in what we felt was to be a great family vacation.
-we are looking to be fully reimbursed due to the reasons listed above

[names removed]
Booking Number [removed]

Last week on March 14, 2017, I was on Sunwing flight 297 from Holguin, Cuba to Halifax, NS stopping in Fredericton NB. We landed in Fredericton in a blizzard to let the Fredericton passengers off the plane. We were on the tarmac well over an hour probably closer to two while it was decided if we would fly on to Halifax. The decision was made to continue on to Halifax even though the wind was quite strong and there was snow blowing across the runway. Also all flights into Halifax by all airlines except 1 Air transat and our Sunwing flight had been cancelled. We were on the runway with the engine revved, ready to take off when one of the passengers, who was a flight attendant from another airline, noticed ice build up on the wings. She spoke up and the Sunwing flight attendant then looked out the window and then got the first officer. They decided to abort the flight.

Back to the airport we taxied but we weren't able to deplane because the Custom's officers had gone home and had to be called back in . We were kept on the plane almost 2 hours more. We were told when we got in the airport that hotel rooms would have been arranged and then we would be given a flight home the next afternoon. When we finally got off the plane and went through customs we entered the main part of the airport, to find no one there. The airport had been shut down. There were no rooms, no food, no flights, no information. 89 passengers roaming around a deserted airport. After a while we were told that they had hotels for us but taxis were not running and were would be getting updates shortly. Come to find out that there were taxis running and that the hotels were not contacted until morning. At about 7 am Wed it was announced we could get in line to receive hotel and taxi vouchers. An hour standing in line for a hotel voucher and an hour and half in line to get a taxi. We needed to be back to the airport by 1 am for a flight to Halifax.

On Wed I tried to find our flight on line so I could give the person picking me up a time. I couldn't find the flight at all but I was surprised to note that our flight had arrived in Halifax the night before on time. Strange that we were still in Fredericton !

Tues night during the storm, my husband drove to the airport to get me. 91 km to and 91 km from the airport in a storm on snow covered roads . He checked at 8:45 and the flight status said the flight was on time. When he arrived at the airport the flight was not listed on the board. He asked the ground transport person about the flight, which they were also looking for. He called Sunwing and got a message that there was no information on that flight. No one at the airport knew where we were.

At the Fredericton airport, on Wed we were told we were scheduled to leave at 3 even though there was no where on the Sunwing web site to confirm that. Even the Sunwing employees couldn't find it. Also they had no explanation on why the site was saying we had arrived in Halifax on time the night before. We were at the airport on time for departure and again the plane was an hour late taking off with no explanation.

I feel the safety of all the people on that plane was put in jeopardy and the safety of the people traveling to the Halifax airport to pick up those passengers. There was very poor communication or no truthful communication throughout the ordeal.

Besides the inconvenience, I had the expense of 2 phone calls home using my credit card at a pay phone $21.81 and a round trip to the airport for the second time 182km @.50 = 90.10 and parking fee $6 because the plane was late. The credit toward another sunwing vacation is not requited for what we endured and I would also request compensation for the above expenses.

Unhappy customer

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Booked a March Break vacation to St. Maarten with Sunwing from Mar 12-19th and paid $4700 for one adult two kids. The hotel, Sonesta Mayo was rated as a 4* on their site and was verified as such with the booking agent. Upon arrival at the Pearson Int'l, the flight was almost 2 hours late which of course delayed our time upon destination to reach at our hotel after 5pm instead of the original 3pm. The hotel, was a huge disappointment and in fact was a 3 1/2* which I would have never booked if I had known. It was in desperate need of a face lift and the location was horrible. I felt as though I was in a motel that was in close proximity to the airport. Not only was it loud due to being so close to the airport, but it was very rundown. There were leaks in the lobby, the bathroom drains were constantly backup and would overflow and the food was sparse and not good quality. The only thing that made the hotel was the staff that tried their best to work within their limited means. Rest was inevitable due to the loud music coming from the adults bar/disco that was also across the street from the hotel, which was loud enough to be heard for miles. There were hardly any entertainment at the hotel which again made the entire vacation almost boring, if you didn't have money to spend for outside excursions.
To make matters worst, the flight back to Toronto was almost an Hr 1:45mins late and baggage claims was another 1:00hr. So instead of arriving at 8pm as promised, we never left the airport until close to 11pm.
I am so disappointed in the overall package of the vacation and the airline service. The money spent could have been allocated to another company and hotel and I feel cheated and upset that my family had to endure this experience. I would not recommend Sunning vacations to anyone. The money you spend is not worth what you receive in the end, and the long waits and horrible hotel advertised is not acceptable.

I am at the Riu Sante Fe I. Los Cabos. We booked here spending a lot of money $4750 for a week for two.
On the booking sunwing has written that there is a policy regarding spring breakers. Our vacation was ruined with spring breakers screaming at all hours, throwing up over balcony on to ours. Falling hitting head ambulance called. Not a relaxing vacation.
I would like to discuss compensation towards another trip or I will be joining the class action suit being put in by other vacationners . We travel sunwing ever year and won't be any more unless a fair compensation is reached.

Thank you.
Jo-Ann Laframboise
[protected]@yahoo.ca
[protected]