Sunwing Travel Group
Reviews and Complaints

We booked a family group vacation to Holguin, Cuba. Flight leaving Winnipeg on December 25th for 1 week duration. Less than 24 hrs prior to departure Sunwing Vacations advised us that 4 members of our family were being transferred to a different hotel 40 minutes away from the remainder of the family due to over-booking at our hotel. We said that this was not acceptable because we wanted to remain togeather as a family for Christmas. We were told that the only other option we had was that these 4 family members could get a refund! We were very unhappy about this arrangement and were forced to accept the transfer, we were told that we could take it up with the travel company upon our return. I have been trying to make contact with Sunwing and Itravel2000 who we booked with. I have been unable to speak with anyone and have been told that since we agreed to the transfer we can consider that we have been compensated. We have been offered a $50. travel voucher for future travel but I think this is an insult! Our once in a lifetime vacation has been ruined. Who can I speak with to get compensation?

Recently I booked Varadero Cuba all inclusive vacation from Itravel2000, my vacation date was from 4/ January 2015 --12/ January 2015 which was 8 nights (9 days), check in on 4/Jan check out on 12/Jan shows on Itravel2000 web. When I bookIng.
In Cuba, at two days before I check out of hotel, I asked hotel a front desk about my check out time and shuttle bus's pick up time, they told me check out on 11/Jan, at before 12noon, bus schedule not clear. I repeated questions and I got same answer, I started arguing with a front desk manager about my check out date, the manager explained to me " it was "sunwing" made reservation for 7 nights and they paid 7 nights to us, we can not help u to make changes even you do have all the proofs, talk to sunwing representative at same lobby" said rudely. I checked out there were nobody, I have to wait till next day. At Next day morning, finally sunwing representative showed up, At that time I talked to one of representative and then their manger, they both asked all kinds proof and I showed...at the end did not help me, and said " I "need phone call back to Canada to figure it out. $5.60/per minute long distance to call Canada, who gonna pay? Then I paid $5.60 /hour wifi got in touched my daughter in canada vancouver, she made a few calls to Itravel2000 and sunwing till got resolved by sunwing vancouver manager, the manager said : "pay one extra night, keep all receipts and Hotel reservation letter/itinerary together, when you come back to vancouver I'll take care of it." The entire incident from morning 9am to 3pm afternoon--my one precious vacation day is gone. What waste and nightmare. How could itravel2000 and sunwing counted to and made 7 nights 9 days vacation package?
I am still waiting for my money back.

I purchased a hotel-only voucher from sunwing for double occupancy at a beach front hotel in cuba, where sunwing also offers all-inclusive packages. The room was booked through a travel agent who took down our details and filled in sunwing's on line form. All of pertinent details were disclosed to sunwing in advance, including both our names and birth dates. I was provided with a contract document from sunwing with a sunwing booking number. When I arrived in cuba and contacted the hotel, the hotel demanded to know if we were married. The the hotel said they were refusing admission to us, on the basis of a difference in age. Sunwing sold me a room under terms that they knew, or ought to have known, would not be honored. It is a breach of contract on a basis that is unjustly discriminatory under canadian law. Discrimination on the basis of age is illegal in canada. My contract was with sunwing, not the cuban state run hotel company. The contract was made in canada, not cuba.

I am demanding compensation from sunwing. Sunwing is obfuscating and doing everything it can to blame the cuban hotel for this fiasco, to the point where it is ridiculous.

In the travel business, when something goes wrong as a result of the tour operator's negligence, the m. O. Of tour operator is generally the same: deny, obfuscate, twist the truth around to suit its own end, lie and/or when all else fails, blame somebody else. Buyer beware when dealing with sunwing.

After a wonderful vacation at Varadero, we were very much disappointed on our departure
on July 31. Our flight was scheduled to return at 9.30 pm, once we checked out
at the hotel, while we were waiting at the lobby; we found out that our flight
was delayed until 3.30am. The Sunwing representative had not provided any
communication to passengers and no explanation was given to us. The Sunwing rep
advised us that the bus was scheduled to pick returning guests at11:59pm. The
Sunwing representative Maria Elena and Malena Araujo were arrogant and also they did not want to help. We were group of 46 people 4 seniors, 4 children including 15 months baby, and 1 disable person in our group. I asked Sunwing rep to provide a room
accommodation but they do not want to provide a room to us at the beginning. Also I asked if I can talk to Sunwing
customer service, they refused to provide the contact information. Finally I spoke with Sunwing manager who
helped me to get at least 3 rooms for us. Maria wanted us to pay fees for the hotel
room on our own expense. Sunwing reps behavior was not accepted, our vacation ended in an incredible manner. After spending so much money for our vacation we ended up with horrible experience.Furthermore, once we were boarding the plane, gifts that were provided to my children were more than ill presented by the Sunwing representatives. One of them was
completely wet to the touch and the other one exploded with fungus while my youngest child was opening it.
Furthermore, I cannot comprehend how a children’s goodie bag be kept in the plane for so long can begin to harvest fungus!

Hello
I have booked for myself and daughter a vacation to Cuba ( Cayo Coco) around Mid April through a travel
agency Saini Travel-montreal Booking Number: [protected]
I have got the itinerary which stated the time of the flight and all the details regarding the vacation and the resort. there was nothing that stated to confirm the flight a day before travelling.
Our vacation was supposed to start on 20th May and end up on 29th May.
from Montreal airport.
We bought our bus tickets a week before (return) and took days off my work and did all the necessary planning for the vacation.
We were happy to get on time to Montreal to start our enjoyable vacation. When we arrived to Sunwing counter at Montreal airport, we thought that the officer was joking when he couldn't find our flight.Few minutes later we were shocked to learn that the flight has departed Montreal more than 5 hours earlier than the scheduled time without anyone notifying us.
You have no idea how terrible this was, I called my travel agency to check what happened .. no one was notified. They promised me to do something the next day.
We ended staying 2 nights in a hotel nearby the airport, trying to find a solution, we had to bare the cost of the hotel. ($77*2) and when they called Sunwing, they didn't want to compensate on anything, they refused to help. neither hotel stay, nor pay for flight to go, they said it was not their responsibility on the thing that happened.
They put all the blame on us for not checking. there was nothing written in the itinerary that says we have to check, neither the travel agent warned us or asked us to check a day before.
None of us got any email to notify us even though my email was in the booking. we were the only 2 people who were not informed of this change.

Finally we had to pay for our flight to get to the destination (over $800) one way trip. but we have already missed 2 full days there.
upon arrival to the airport, we had to pay for our transportation from the airport to the Memories Caribe Beach Resort ($30) and when we got there, our room was gone, we were asked to wait for several hours then they finally found one available room ( one bed instead of 2)

Unfortunately, No one did any orientation for us to explain about the resort or the activities, we were just lost, we missed lots of shows and the activities because no one from Sunwing has explained ..

Yet we spent the 5 remaining days at the Memories resort but we had to discover everything by ourselves.

on the way back, the flight was as well scheduled earlier than what expected and we arrived to Montreal around midnight where we couldn't get a bus back to Ottawa. we had to stay the whole night at the airport till 11:30 morning to get the bus to be back in Ottawa.

What a bad experience, what a bad way to deal with your clients Sunwing, shame on you, I am really in a shock that Sunwing treated us so badly. I have been telling all my friends and spreading the news .. so no one ever would go on your vacation.

Bad experience .. bad treatment.. bad memories.

I hope that customer service representative have some sense to say and do something. I still have all my receipts. the least pay for our stay in Montreal and the ticket one way ticket.

Waiting to hear from you.

Client with painful memories
Assmaa Bailouni

just recently went to Cancun, Mexico and flight back to Toronto was delayed for 7 hours! the resort i stayed in did not even informed us of the delay..ended up spending more than 8 hours at the airport and approached Sunwing rep and did not offer anything to compensate for this delay. what a poor customer service. will not ever fly Sunwing and i have everyone I know. Sunwing SUCKS!

We booked an all inclusive trip with sunwing. The trip we booked was said to leave on May 30th and come back on June 6th. We just received our itenerary and now it says that the flight is on the 31st comming back on the 7th. It still says the hotel is form the 30th to the 6th.

We are a group of 4 travelers and we have all booked off work from the 30th to the 6th. Due to work commitments we cant return later than the 6th. Sunwing didn't send us any email explaining this change to us. I understand they have the right to change flight times but I find it very hard to believe that they can change the whole date of the trip.

I think this error on their behalf should constitute a whole refund. Please give me some feedback on this before I call Sunwing.

On April 6th, 2014 we returned from our vacation on a direct flight from Cancun to Edmonton. Only one piece of our luggage arrived with us. The paperwork was filled out at the baggage counter and I have spoken to someone there twice since our return. I was given a phone number for sunwing however this number is to Telus communications. I was also assured by the person I was speaking to that they would keep me up to date. It has now been over two weeks. I have received little to no updates, I was given a number to talk to Sunwing that turned out to be wrong and I think I have shown enough patience. I want some answers. This is the third year we have travelled with Sunwing and up until now I have no complaints. Sunwing had no problem getting their money for all of our trips and I expect the same I. Return.

Sunwing Airlines! What a terrible experience by the booking agent Michelle L. Will never use them again as a three time a year all inclusive traveller. E mails were ignored on more than one occasion, having to go straight to the bride and groom for information. Information left out at the time of booking regarding insurance but the gent argued with us as customers that it was not left out, she was very rude and lacked customer service skills! Took money off the credit card that the deposit was paid on and took the rest off after she was notified not to do so and responded she would not. Refund for deposit was refused! Would not use them if your thinking of doing so. Terrible, terrible and terrible.

I am honestly truly angry and frustrated by the lack of customer service Sunwing offers their customers - and not just first time customers, but long time customers who belong to the friends and family group.
I book all my trips threw them, even after hearing about all the bad rap they have been getting lately about the resort in the Bahamas http://www.torontosun.com/2014/02/21/canadians-blame-sunwing-for-bahamian-vacation-nightmare, I still decided to book with them. Why?!?!
Monday February 24, 2014 I was on Sunwings site searching for a vacation for my husband and I to go on in May and the trip to the Melia Las Antillas in Varadero Cuba was posted at $343.10 + $315 tax = $658.10 - great deal.
I booked the trip, got the email confirmation and thought I was set. Until around 4:30pm we get a message from a customer service rep stating that there was a glitch in their system and that the trip I booked would not work.
This to me doesn't make any sense. I call them and after being on hold for 30+ minutes I finally got a live person. She starts to tell me that I have 3 options: 1. Cancel for full refund. 2. Go to Memories Varadero or 3. Pay additional $520 per person to stay at Melia Las Antillas.
None of these options work as this glitch was not my fault and I believe Sunwing should honour their price - as it was their mistake, NOT MINE!
Not wanting to deal with this rep. I ask to speak to a manager. She now tells me I belong to the Friends & Family department that she can't do anything but transfer me there (even after I told her I belonged to Friends & Family you think she would have told me right from the beginning she couldn't do anything, but instead she decided to waste another 20 minutes of mine.)
I get transferred to the Friends & Family department and after being on hold for 10 minutes, the rep there tells me the same thing. I then tell her I want to instead stay at the Memories Varadero and she tells me there will be an additional charge of $440 per person. This was not stated from the first rep. Story keeps changing. I ask to speak to a manager. No managers on site until the next day but they transferred me to the Customer Care Department. The girl there totally agreed with me that Sunwing should honour their price as it was their mistake, but again she couldn't do anything about it without a managers approval.
She assured me she would talk to the manager in the morning and call me back with a solution. I just got the call back this morning, and there was no solution. I'm disappointed that each time I asked to speak to a manager there was never anyone available.
They would rather lose customers, then take the loss - it was their mistake to begin with.
Here is a little something I found on Sunwings site;

Q: Why is there a discrepancy between the advertised price and the price shown in Step 4 of the booking process?
A: Occasionally there may be a discrepancy if the shopping or initial pages are being updated. The correct price will display in Step 4 and applied for your payment

I made it past step 4, I got an email confirmation on my total price of $1316.20 being charged to my credit card - so how can they now tell me its not valid?

Needless to say I will no longer book with Sunwing and I will forever tell anyone I encounter about the ordeal this company has caused me.
If you agree that Sunwing should be responsible for their mistake, help make this go viral and please share.

Thanks

my family of 6 booked with Sun wing to Cancun Mexico 1 week Jan 20 2014
or flight was delayed 7 hour with very poor commutation from staff we were traveling with 2 small children sitting in the air port my daughter in law had only pack so many diapers for the 6 hour flight witched turned into 17 hours asked to get her luggage back she was told no that she would hold up the plane that wasn't even there after about 2 hours they found a pack of diapers and charged her 15 $ for them finally get on the plane at 4:30 pm they tried to feed all of us breakfast sandwich at 6pm at night witch was sitting somewhere all day were they trying to kill us I don't think 1 person on that plane ate we arrive in Cancun got to the Oasis palm hotel that was an other joke they represent this hotel for starters the rooms had no fridge/ windows didn't open/ no balcony /mold all around the A/C unit they said you can change rooms for $$$ we stuck it out and try to exchange money in the lobby not come back later every time we went they hold us the same thing we did finally exchange some they call this a 4 star hotel far from it more like 3 star .Very disappointed with sun wing service first and last time I will travel with them

Hello my name is Carole I've been traveling with Sunwing for the
Past 6 years...I've never had this happen to me ...they lost my luggage I
Don't know were...nobody would help me ar the hotel...the sunwing
Agent ran away her name was Nino on her name tag...after 3 days I finally spoke toa sunwing rep...he gave me 3x 50$ for my lost...first of all it cost me 200$
To rebuy the basics that I needed...I had no pills for 4 days...no camera
No clothes...no gifts...no sunglasses...no tooth brush no sandals nothing
It was officely my worst vacation ever! Plus before leaving from Ottawa
Our flight was delayed for 24h late we got a the destination...I think
A bit of compensation would not hurt for all this ###"" sory...I had to
Go throo...I'm leaving again in about 15 days I haven't booked yet...
Make me happy to debook the other trip with sunwing...I will be waiting
For your response! Thank you ! [protected] Carole

The hotel is a nightmare un safe ...workman everywhere bad water no hot water no running toliets...people being robbed 24 hrs it is the same for royaltion...people have paid for diamond prices and got ### ...cockroahes rats...un safe food...no represantion still going on and we were there dec 7th both hotels are owned by sunwing...punta cana departing only 1 both for a 187 people to checkmin right out in open hot area waited 4 hrs standing in heat...no close bathroon no where to sit...waitied a another hour in line to walk to plane...both flights ran out of food...have sent several emails and wrote several complaints nothing is being done they are still sending people with families down to a unhealthy resort and are ignoreing everyone...there is high robbery rate and high threat of strangers walking in room day and night ...

My sister and I had taken our mother to the Dreams Resort in Huatulco I swore I would never fly with Sun Wing again. A lady was very sick on our flight going and to my surprise Sun Wing does not supply air sick bags it was very embarrassing for the lady and even more so for all of the rest of us as we all had to deal with the gentleman who wore it all down his back. I would think the crew would be trained for unfortunate incidents like this. On the flight back from our trip the pilot was ready for lift off and all of the sudden he slammed on the breaks I seriously thought we were all done for. We later found out the flight attendant did not latch the front door so just before we took off apparently an alarm went off and alerted the captain something was wrong thank god. This flight happened almost a year ago now, but my concern is I am going back to Huatulco but I am concerned as I read some reviews from other peoples ratings and I am happy to say the resort we are going to is beautiful with great reviews.
the gentleman who wrote this review said that the crew had not latched the back door correctly and the same thing happened on their flight, I was wondering is this not serious enough for the people who oversee the safety of these flights to look into or are they waiting till something terrible happens to their PAYING, TRUSTING CUSTOMERS?

I purchased a 2 weeks trip with Sunwings for my mother and my sister. My mother (age 57) and my sister (age 25) went to Riviera Cancun, Grand Coco Bay. During their stay, they felt insecure, not welcomed and awfully judged by hotel staffs and by restaurant staffs. They even felt that the advertisement (all inclusive) was false. They were limited on the number of drinks per day and meals. The staff member obligated them to pay for additional meal/drink, which this situation created stress to my mother. Also, the room was dirty and had a lot of bugs all over the room which it wasn’t like the picture presented on Sunwings brochure. With no locks on the main door, the hotel staff walked in/out without knocking on the door. The level of security was minimal.
At first, people referred me to Sunwing to send my loved ones on a magical and wonderful trip to relax. However, it turned in to a nightmare arrived to the hotel resort. The level of stress and anxiety were very high during those 2 weeks. They’ve been left alone with no guideless/help from Sungwing representative. At the beginning, they tried to speak with a hotel representative but he/she was absent. Due for miss-communication, employees kept treating in a curtious matter. Also, the hotel staff gave them an hour notice to leave the hotel on Wednesday, September 25th 2013, which it is not correct since their departure was on Friday, September 27th 2013. The hotel staff obligated 20$ for each hour stayed in the room or they are left on the street. My mother and my sister had to prove their stay by showing the Sunwing invoice bill. With no dignity, on the last day of vacation, they’ve been escorted outside the hotel 6 hours before the Sunwing bus arrives.
The quality of the trip is not equivalent to 4 stars given on the advertisements. The Sunwings marketing were false.
Since my mother complaints are not taken serious from the desk representative at the hotel, we requested a procedure from Sunwings to reevaluate the hotel service (i.e. restaurant/bar, customer service, maintenance of the location) or to remove the trip from the list on your brochure/web site.
We strongly advise you to NOT VISIT MEXICO. It is a nightmare and staffs are uneducated…. And if you are looking for better service from agency, we do not recommend you Sunwings. They are a joke, we aren’t!
Shawn T

Booked a trip this past July though Sears Travel. Early booking before Aug 31 you get free price drop and free cancellation as still advertised .
Price has drop called Sunwing and Sears and they won't honour their advertisement .
Both are blaming each other and giving excuses.
Seams there is fine print that you have read that they do not have to honour anything.
Beware!

Booking # [protected] July 30, 2013
Dear Sir/Madam
We recently purchase flight tickets with your agency to fly with Sunwing Airlines to Puerto Vallarta with a departure time of 6:15 a.m. from Toronto and an arrival time at 11:30 a.m. in Puerto Vallarta. As we had a very important meeting at 4:00pm we gave ourselves an opportunity window of about 4 hours. We confirmed our departure time 12 hours prior as their policy recommended. Upon arriving at the airport at 4:10 a.m. and shortly after viewing the departure monitor we were shocked to see the departure time had moved from 6:15 a.m. to 9:30 a.m. Causing anxiety and stress we contacted (with expense) our people involved in Puerto Vallarta to inform them of the Sunwings’ delay and of our tardiness. Shortly after 7:30 a.m. viewing the departure monitor once again we saw it had now again changed from the departure of 9:30 a.m. to a departure 10:40. This change in departure time... again further compounded our anxiety and stress levels to a near record high as this meeting was quite important. We again scrambled to get in touch (and again with expense) with our people in Puerto Vallarta. When inquiring at the counter we asked why the delay and were told something basically in a song and dance routine sort of way about how the plane was delayed leaving its previous destination and had not yet arrived in Toronto..not really satisfied with the answer we asked another representative and was told an altogether different answer (ask the same question to two different people... you get two different answers) now were told some story how the plane had some kind a mechanical issue and that we were waiting for another plane to fly in as a replacement plane. After finally boarding shortly after 10:40 and leaving the gate about 11:03 a.m. the plane left the ground at 11:11 a.m. and further adding insult to injury we were all offered a FREE glass of champagne or alcohol beverage ( also very important to note we do not drink alcohol when flying) to compensate Sunwings’ delay and inconvenience as they termed it. But as Sunwings’ policies states “Champagne Service (including complimentary wine with meals) is not available on flights within Canada or to the United States” so does Mexico not apply to this policy and it is also worth mentioning that no champagne was offered on the return trip. For the incompetence of Sungwings’ preventative maintenance program and for misinformation and lack of remorse shown by Sunwings representatives and undue stress, anxiety, embarrasement, worrying and along with the expense and for such poor level of service we are formerly requesting a full monetary refund. As we have no intensions of ever using Sunwing Airlines again vouchers, coupons, etc. are of no use to us. We are seeking strickly monetary reimbursement. As per our legal advice if we are not satisfied with the outcome of this complaint we will retain counsel to pursue further to achieve results to our satisfication.

Regards

To whom I may concern Shahd shrourou
Dear sir/ madam
I am writing this letter to complain about my trip to Cuba with your company sunwing . I am completely unsatisfied about the quietly of this trip. I payed 435$ for me and 435$ for my husband (emad khan) to go on this trip which means 870$ in total . During our stay in the hotel we lost power for two straight days which was so inconvenience considering that our room was in the 4th floor and we had to use to stairs every time we want to leave or go back to our room and at night it gets very dark and I fall using the stairs and hurt my thigh. Not to mentions that the weather was hot and we had to sleep without air conditioning for two nights and we couldn't sleep.
In addition, we lost water for 24 hours and we could not take showers or use the washroom considering it was important in a city where u swim all the time and not being able to shower was so inconvenience.
Furthermore, I am very upset and unsatisfied about the delay in my flight. I live in another city called Sault st. Marie and its an 8 hour drive from Toronto and our classes started earlier than we though and we tried to go back on Sunday we talked to the reception but no one was helpful and we tried calling the 24 hour emergency number to sunwing but no one answered and the next day we spoke to the guide from sunwing and we explained the situation and he said there is no way we can get back on an earlier flight and even if there is it will cost us a total of 800$ . Therefore we had to wait until Tuesday which our original flight and we missed 3 classes. And on Tuesday we found out that the flight has been delayed for about 9 hours which means by the time we get to Toronto and drive all the way to Sault Ste. Marie we would have missed our 4th class because of this delay. This is very inconvenient.
Finally, I strongly demand at least a 40/% refund for the total I payed to go on this trip (870$) or another ticket and a fully payed expenses trip to Cuba on the date of choice to make up for this trip. I kindly expect your answer on the refund or the ticket by the end of this week.

Sincerely
Shahd shrourou

Sault Ste. Marie
161 Breton road
P6B 5T8
Apa # 5
Phone # [protected]
[protected]
Email : [protected]@hotmail.com
[protected]@hotmail.com

I have tried sending my complaint to the "complaint department" at Sunwing and to date nothing has be done. I have not received a reply back, except the standard we will get back to you within 30 days response. According to the many complaint message boards I have looked up, Sunwing is known for basically avoiding the issue and doing nothing to rectify the complaints they receive.

I traveled from Vancouver to Los Cabos with Sunwing February 21 - 28th. There was three of us in the party and each of us came from a different city. My friend Dave Costa boarded in Victoria and my sister Laural Unwin flew from Calgary to Los Cabo all the same date February 21 - 28th. Prior to even beginning our vacation Dave and Laural were both OVERCHARGED for the vacation. As this was done over Christmas holidays the overcharge actually put Dave's credit card over the limit and he was unable to use his credit card over the holidays! My sister was also overcharged. My credit card was no charged enough. It was not charged until a few days before leaving and the wrong credit card was charged. By this time I was so annoyed I just kept the charged on my American Express. We were never given an apology or anything in regard to this matter. You would think someone would offer some apology and explanation.

Another problem I encountered throughout the ENTIRE trip is we each paid for the Elite Plus service. Not once did the flight crew ever announce for the Elite passengers to come forward first. This happened both leaving Vancouver and leaving Los Cabos. We paid the extra to be entitled to load first and the other perks. I had to tell the staff what about Elite Passengers? Oh yeah was the response I got each time! Again, why did we pay this fee to not get the service? My friend Dave and I were not even given seats together on the way home. Again this was booked BEFORE Christmas plenty of time in advance!

Another problem happened when we arrived in Los Cabos everyone was handed an envelope that contained their room numbers, keys etc. Basically it was bypassing having to check in at the front desk. We were not given this envelope so we had to go through the front desk to check in. Also they knew nothing about Elite Plus passengers getting served ahead of others so we waited in line. Finally upon talking to the Front Desk we were given our room information and it was not in close proximity to my sister's room which we had asked numerous times. We weren't even in her building! I was told there was nothing that could be done but I was quite insistent the whole point of this vacation was to spend a lot of time with my sister and I would really like our room changed. Finally we were told we could have a room in the same tower but not on the same floor, and not until the next day. This was very disappointing as we had originally requested rooms be side by side or across from each other. Since we did our booking in November this was plenty of time to ensure our reservation was taken care of and our requests looked after. As I only get to see my sister on these yearly vacations, it was a disappointment about the rooms.

The flight was very late leaving from Los Cabos to Victoria/Vancouver. All in all the only Sunwing staff that seemed to go above and beyond to make our trip were the Sunwing staff at the Riu. They were very nice and accommodating and always ensured that we were happy with whatever acitivity we were planning.

I would like to say the Sunwing staff at the Riu Santa Fe were very friendly and went out of their way to be accommodating. I have no complaints whatsoever with the staff, it was with the actual trip reservation and the lack of knowledge about the Elite Plus service. I am very disappointed we were never offered a room upgrade for the mishandling of the trip charges, especially when one member (Dave Costa) was left unable to use his Visa card due to the overcharges he received especially at Christmas time!

If you need any further information to look into these complaints, please email me. I look forward to hearing back from you in regards to the issues I have stated here.

Sincerely,

Avis Ellis

I am writing cause it is still bothering me. I was on your flight Mar.9/13 to cancun from Vanc. Flight # WG597. I got up to go to the washroom, and Michelle the stewardess was just pulling out the first beverage cart. So I offered to return to my seat or go quickly, she said go. When I got out Michelle and Adam just ignored me...Atfer about them serving 3 rows i asked if I could get by. And Michelle made it loud and clear so everyone could hear that there was noway I am getting back to my seat. So I stood in the front of the plane till they were done serving. By this I also didn't get my beverage. I have worked in customer service all of my life, and have never embrassed a customer, in front of customers. I feel for Adam I think he is a new employee, and should not be trained by her. I hope someone will remind her that she is lucky to have a job, or is she just there for the retirement package. Thanks for listening, have a nice day.