Sunwing Travel Group
Reviews and Complaints

We booked a trip with Sunwing, the booking # is [protected]. Passengers: Huiyou Liu and Juan Zhang. The package included Cancun airport transfer and return transfers.

Our flight from Cancun to Montreal is WG244, Sat, 24 Dec 2022.

We checked out on Dec 24, 2022 at 1: pm in the Hotel Paradisus and waited for the shuttle to pick us up at hotel Paradisus.

But we received a message from Sunwing as follows: WG244CUN-YUL was scheduled Sat, Dec 24,2022 19:35 now expected Sat, Dec 24,2022 22:30 local. We rescheduled a pick up at 5:55PM for a shuttle transfer to the airport of Cancun.

On Saturday, 35 minutes before we returned with shuttle to airport, we received a message from Sunwing: WG244CUN-YUL was scheduled Sat, Dec 24,2022 22:30 now expected Sun, Dec 25,2022 14:55 local. Delay due to weather affecting the inbound aircraft. At this situation, we contacted your representative Ms. Stephanie at Paradisus, Her Phone # is 52-[protected] to find a solution, we called many times to Ms. Stephanie, but no answer, the front desk of Paradisus called also Ms Stephanie and Sunwing customer service many times to ask if Sunwing can pay one night for us to stay in the hotel Paradisus many many times, but no answer. The hotel allows us to stay one night Dec 24 to Dec 25, 2022 and still want to discuss with Sunwing if Sunwing can pay for us (at that time we can not reach any one from Customer service of Sunwing.}

The Next day morning, Dec 25, 2022, we asked Ms. Stephanie if Sunwing could pay for one night for us due to your responsibility to change the flight time. She told us you can pay for a one night hotel first and you can also pay a taxi for the return shuttle from Hotel Paradisus to the airport of Cancun first and then you can claim with Sunwing for both extra expenses. (At that time, Ms. Stephanie told us that she can not arrange a return shuttle for us because there are only 2 person to the airport)

The amount for one night is CA$440.80 and the taxi to the airport of Cancun is CAS120.00=Peso1500.00, So the total claim amount is CA$560.80. The invoices are attached.

Can you please issue a refund at an amount of CAD560.80?

We can not reach any one from Sunwing by customer service, by email!

Hi. Our fight dates December 29,2022 St. Maarten (sxm) to Toronto (yyz) were delayed more then 4 hours. I got notification very late and all 5 of us had to spend 6 hours in the airport. It was very tiring, plus all of us had work next day that was very difficult. Our names are: Nina Nykulin, Yuriy Nykulin, Daniel Breez, Paula-Alice Nikulin, Elizabeth Chrivocea.

I just had my wedding at Royalton White Sands Montego Bay Jamaica

I am highly disappointed in the resort as the resort accommodations were a nightmare to say the least. Then problems were copious. Let me first start with accommodations, as a Bride I did not feel accommodated at all. We arrived to the hotel around 4:30 pm and it took is 2.5 hours to check in. In addition, they did not. upgrade our room, we checked into a dirty room that had cups, messy and unkempt sheets and food throughout the room. We had to be moved again to another room, that was small and smelly. The hotel check in process was a nightmare as it took my 100 plus guests hours to check in. My cousin, who is disabled was placed in a small room with plumbing issues resulting in him having to be moved multiple times, this was discriminatory and hazardous to an individual with special needs. Other guests, that were senior citizens had to be moved multiple times due to the same hazardous and unsanitary conditions. My wedding party and guests brought in $150,000 to the resort, if. not more and we were accommodated with hazardous and unsanitary conditions. My wedding was nice but that was because I spent a lot of money to ensure the decor and design was up to my standards, but the wedding department was poor, they were rude and often times I found myself arguing with them about the way Id like my wedding day to flow. Rohanna in the wedding department has an attitude and although she was helpful the day of my wedding, I felt like I was always wasting her time. My reception ended early as it Was suppose to start at 6, we started at 6:30pm and ended exactly at 10pm, this was a huge disappointment as we were all enjoying ourselves and good music. The flowers that I spent over 8k on were crushed and damaged. After the wedding, I did not get a congratulations, no acknowledgement from the Royalton team. I will be filing a complaint with my bank to retrieve some money that was invested as this was a horrible investment and I did not receive all that I paid for.

Hi,

I recently travelled via sunwing airlines from toronto to Cancun from 17th December 2022 return scheduled for 24th December 2022 with my wife. Booking number [protected].

My flight from toronto to Cancun was delayed by 7 hours and my return flight from Cancun to toronto was delayed by 27 hours.

Sunwing has also lost my check in luggage as well.

I am seeking compensation for out of pocket costs of travel to and from airports due to missed flights; hotel accommodation for return flight and mental stress and trauma incurred along with lost luggage (valued at 4000 cad)

Total compensation requested is CAD 10000 for the above (includes lost luggge). Please help process my claim from sunwing airlines. Thanks!

Flight: Toronto to Varadero

Flight #WG626

Departing date :Fri. Dec 23, 2022

Departing time: Fri. Dec 23, 2022 6:15am

Issue 1: Flight departure time was changed to 7:00am

Issue 2: After one hour delay and seating in the plane was first announcement made by audio: Some passengers are not boarded yet - Incorrect info made because all passengers were already on a board

Issue3: After two hours delay and seating in the plane the second announcement made that: Lagged has not been loaded yet-Not true

Issue3: After 4 hours seating in the plane was third announcement that: Present Crew scheduled flight time was over and wea re waiting for another crew replacement

Issue4: After seating 5 hours in the plane a new crew has arrived when snowstorm started

Results: After waiting for 5 hours the plane took off at 12:00pm instead of 7:00am. There were no delays due to weather conditions!

According to Canadian Aviation Regulations (SOR/96-433) listed rules I expected to receive a compensation for inconvenience for disruptions within Sunwing Airlines control. For flights cancelled or delayed more than 3 hours, you may be entitled to the compensation

Thank you

Victor and Natalya

Timeline of events:
Booking Number: [protected]
Booking Date: December 4, 2022
Flight Hamilton YHM to Holguin (HOG): WG692
Departure Date at time of Booking: December 18, 2022
Departure Time from YHM at time of Booking: 8:45am
Arrival time at HOG at time of Booking: 2:10pm
Amended Arrival time at HOG on December 15, 2022: 12:20pm
SATURDAY DECEMBER 17, 2022:
Flight Alert Via Text at 11:17am : Gate change notification
Online Check in Completed on December 17, 2022 at 9:43pm
SUNDAY DECEMBER 18, 2022:

Departed Corunna, Ontario at 3:00am while on route checked flight status on Sunwing website & Hamilton website, both saying the flight status has changed to be delayed until 5:53pm

Didn’t receive notification of these changes via text, email or phone so continued to travel to Hamilton to arrive 3 hours before original flight time of 8:45am

Arrived to Hamilton Airport at approximately 5:30am

Once at the check-in desk, told the flight had been delayed until 3:30pm and the earliest we can check in is 1:00pm.

6:15am approximately, left Hamilton airport (paid $9.00 in parking) and started route to Woodstock Service Centre

Was not provided with any type of accommodation for this delay despite it being so early in the morning

Arrived at Woodstock service station at approximately 7:00am

Called Sunwing at 9:41am to inquire about text or email notifications for the flight as the website and what the check in desk told us were not matching up. She stated we can go to SunwingCares.com to submit a complaint about the delay. Asked if she could do anything about the lack of notification and she stated there was nothing we could do.

Departed Woodstock service station at approximately 12:30pm to go for lunch and make our way back to Hamilton

Flight Alert via Text at 12:49pm - Delayed until 5:53pm due to uncontrollable operational requirements

Flight Alert via Email at 1:23pm - Delay until 5:53pm due to uncontrollable operational requirements

While at lunch, we received the above flight update. Took our time and started to head back to Hamilton to arrive there for 3:00pm

Arrived to Hamilton Airport at 3:00pm approximately

Once at check in desk, verified passport information, received $20 food vouchers per person for the delay (had to be used that day at in airport only) and verified that the digital boarding pass would work

Got in line for security, Hamilton Airport rep proceeded to scan digital boarding pass to confirm it was alright

While in line for security, announcement was made that we could not hear due to no speakers in the section we were in

Once at security, she scanned our boarding pass again, stating it was invalid as it had the previous flight time on it and that we needed to go back to check in to get a new boarding pass

Went back to check in desk at approximately 4:00pm to discover flight has been delayed until Monday December 19, 2022 at 8:00am due to the flight crew being over their daily flight time quota and that our plane had not yet arrived to Hamilton Airport

Once back at check in desk, we were offered a local hotel or taxi voucher. We decided to go back home instead as it was only a 2 hour drive.

Asked to get our checked baggage. Hamilton representative was very helpful and waited approximately 30 mins to received back our checked baggage.

Flight Alert via Text at 10:11pm - Delayed until December 19, 2022 at 8:00am due to uncontrollable operational requirements

Flight Alert via Email at 10:30pm - Delayed until December 19, 2022 at 8:00am due to uncontrollable operational requirements

MONDAY DECEMBER 19, 2022:

Flight Alert via Text at 3:41am - Flight is on schedule for 8:00am

Flight Alert via Email at 3:43 am - Flight is on schedule for 8:00am

Departed Corunna Ontario at 3:00am

Arrived to Hamilton Airport at approximately 5:30am

At check in desk received 2 new $20 food vouchers (as the ones we never got the use from the previous day expired)

Got through security, used our voucher on coffee & breakfast and took a seat near our gate

Once sitting we noticed the departure time had already changed with no notification from staff or electronically from Sunwing to 9:00am

At approximately 8:30am Hamilton Representative came on PA system to announce they still didn’t have a flight crew and that the flight will now be delayed to an estimated time of 11:30am

At approximately 9:00am Hamilton Representative came on the PA system to announce they would be bringing in a flight crew from Toronto and as soon as they arrive we will board the plane

At approximately 10:30 Hamilton Representative came on PA to announce the flight crew should be arriving in 30 mins and once they have any other updates they will announce them

At approximately 11:00am Hamilton Representative came on PA system to announce she had unfortunately been given false information and that a flight crew was never coming from Toronto. The flight will now be delayed until 4:30pm. She then proceeded to offer cancellation and refunds to anyone who did no longer wish to travel

At approximately 11:30am we proceeded to speak to the Hamilton Representative that had been making the announcements so we could discuss our options

Hamilton Representative had said she was in contact with the Sunwing Regional Manager and wasn’t sure they would have a crew by 4:30 either and that if we wanted to cancel and submit for a refund through Sunwing Cares she would get our baggage off the plane and we could proceed to go home or we could wait it out until 4:30pm and see if maybe we would take off

We decided to cancel our travel, submit for a refund (as per her advice) and get our baggage back.

We then proceeded to wait another 1.5 hours to get our luggage

Flight Alert via Text at 1:10pm - Delay until 4:30pm due to uncontrollable operational requirements

Flight Alert via Email at 1:27pm - Delay until 4:30pm due to uncontrollable operational requirements

Concerns:

After checking online to see if any other airports were having issues, we started to notice that there had been many delays within a 5 day period from Sunwing.

Some of these delays left travellers stranded at their destination with no accommodations or notification from Sunwing.

Due to the alarming severity of this, those facts ultimately affected our decision to not travel since we didn’t want to end up stranded in a foreign country in addition to the financial implications and time lost.

This trip was our honeymoon after a long 3 year wait due to COVID-19. We wanted to wait for this trip because of the uncertainty of travel caused by the pandemic.

We thought we had waited long enough to travel and would beat the rush of when all borders opened so there would be less delays and an easier travelling experience

We are extremely disappointed at how this trip was handled by Sunwing as we have flown with them before and had a great experience in the past.

We do believe that the issue presented of having no flight crew was completely within Sunwings control. If you do not have staff to cover the flight, do not allow people to book a trip, it is as simple as that.

At the time of booking this trip was advertised as a direct flight from Hamilton to Holguin. This flight was in fact NOT a direct flight and there would be a stop in Varadero along the way on both the way there and back.

Total Flight Delay time of over 31 Hours

Total Days Lost at Destination: 2

Expenses Incurred due to delay in travel resulting in cancellation:

12/13/2022 - $40.00 (Seat Selection)

12/18/2022 - $9.00 (Parking)

12/18/2022 - $28.00 (Parking)

12/19/2022 - $28.00 (Parking)

12/19/2022 - $70.60 (Pet Boarding)

Loss in Wages from 12/19/2022 to 12/23/2022 - $694.12

Loss in Wages from 12/19/2022 to 12/23/2022 - $2039.60

Total Addition Expenses: $2,909.32

Total Cost for Booking: $2,028.00

Total Amount Owed by Sunwing: $4,937.32

CLAIM SUBMISSION TIMELINE:

12/22/2022: Submitted through Sunwing Cares Refund Portal (Denied - No Ticket No.)

12/22/2022: Submitted through Sunwing Cares Feedback Portal (Ref. No.: 1346154)

01/01/2023: Submitted through Sunwing Cares Refund Portal (Denied - No Ticket No.)

flight # 324WG

Dec/23/2022

flight time 5:15

1-delayed 2 hours reason the plane employee did not show up yet (weather was perfect)
2-Than sent all passenger's home to come tomorrow at 7 am
3-when I received my luggage was damaged a big tear in the side
4-I took Taxi to come to airport 50$

Windsor airport employee gave as paper of SUNWING Air passenger protection regulation paper which in flight interruption written:

500$ CAD if your flight delayed by 9 hours
our flight delayed more than 18 hours
I paid 50 $ to taxi -damage to my luggage 100$ plus 500$ must by return by Sunwing

Booking number [protected]

Kevin Reid

Victoria Todish

We paid both ways for the free bag. We tried to check it at 90 dollars each to carry on at 25 each where was the free bag with elite plus service

We were late coming home for Christmas with family and work. Storm caused a call for all employees to return and I was unable to return. Staff worked 60 hours through storm with hydro out

Very disappointed

Bonjour,

J'ai fait une réservation le 24 décembre #[protected] pour aller à Varadéro

Au moment de la recherche de disponibilités avec l'agente, la date de retour du 10 janvier a été discuté pour l'après-midi ce qui était très important pour moi puisque je travaille le 11 janvier AM

Elle commence la réservation et me donne le numéro de booking

En confirmant le vol de retour elle me dit que je reviens dans la nuit du 10 au 11 à 12h40 AM Ça ne me convient pas dutout.

Elle me dit qu'il est trop tard car elle m'a déjà donné le numéro de booking

Je lui répond que lors de mon retour de Cuba Cayo Santa Maria le 22 décembre dernier, sur le vol WG309 j'ai due attendre mes bagages 2h00 avant de pouvoir les récupérer et ce sans informations de la part de la Compagnie Sunwing

Mon retour à la maison est beaucoup trop tard et advenant qu'un délai se reproduise je ne voudrais pas me retrouver dans la même situation puisque je manque une journée de travail.

Elle nie que ce n'est pas l'information qu'elle m'avait donnée ce qui est tout à fait un manque flagrant de professionnalisme et d'honnêteté alors que j'avais

déjà noté ces informations, tel que discutées dans mon agenda, avant la confirmation.

J'ai été très stressée durant le 24 soir et le 25 Décembre à cause de ces événements.

Je ne veux surtout pas ça en revenant de vacances et encore moins pour repartir (3 voyages en 5 mois, je considère que je suis une bonne cliente et mon expérience en tant qu'agente de voyage me démontre qu'il y a eu un manque de compétence)

Nous sommes Le 25 Décembre et je ne peux vous rejoindre étant la journée de Noel pour faire le changement.

J'ai réussi à rejoindre le 26 décembre Sylvie Poste 8527 qui m'a tout de suite prise en charge pour m'aider à résoudre ce problème avec une efficacité

exemplaire! Vous devez comprendre aussi que mon séjour est écourté de 2 jours puisque je reviens le 8 et non le 10 et qu'il y a eu un changement de destination (Cayo Coco). Le voyage me coûte plus cher et j'ai été contrainte à payer le montant de l'assurance afin de régler ce problème pour d'éviter de manquer une autre journée de travail et de voyager agréablement.

Je vous demande donc une compensation pour cette affaire dans le but de remonter le taux de satisfaction envers la Compagnie Sunwing et de pouvoir voyager sans soucis et en toute confiance.

Merci de me répondre

Danielle Dionne

We were booked with Sunwing for trip to Varadero. Direct flight. Got note few days in advance that we are now going through Holguin. Couple of hours, no big deal.

>

> Flight scheduled for 8:30 am Sunday. We get to Hamilton at 6am, stand in line and are told after a while that flight has been delayed until 5:30 in the afternoon. We decide to go home. Only alert rest of a day was one at 1:30 in the afternoon that morning flight is delayed.

> Got back to the airport at 3pm. Now they informed us that the flight has been delayed until 8 am next morning. Back home.

> Woke up at 3:30, checked email and note from Sunwing that everything is on time and they cant wait to see us.

> Back at airport at 5. Long checkin process but we finally get airside. We get announcement at 7:30 that flight has been delayed until 9am. At 8:30 we are told they dont have a pilot or crew so they are being sent to Hamilton from Toronto. At 10:00am announcement made that crew is 20-30 minutes away from Hamilton. At 10:30am announcement made that they were misinformed and that no crew had been sent. They are hoping to get them to come in by 4:30pm but no guarantees.

> I thought a riot will start. Finally a representative said we have the option of getting our bags back. When asked about refunds, she finally said she was authorized to say we will be compensated if we decided to leave.

> We decided losing 2 days of a 7 day vacation is enough along with about 20 other passengers. We also had medication in our checked in luggage. Took them 2.5 hours to get our luggage and we headed home.

Finally, after 3 days of trying to contact Sunwing and get this resolved, we have been informed that our claim has been disallowed because they were less than 24 hours late. Amazing they would lie again.

Flight was to depart at 8:45am, however, upon arrival at the airport at 5am with our 3yr old son and 7yr old daughter we were told the flight was delayed until 5:53pm after we had waited in line to check-in. We then returned home and awaited the time to return back to the airport for check-in. Once we arrived at the airport for the second time at 2:30pmwe went through for check-in baggage and no one told us the flight has been delayed until the morning. We then proceeded through security and again their was no announcement that the flight had been once again delayed. When we got through security it wasn't until we went to purchase a coffee that the lady at cash shared it had been cancelled. So with no notification we had to figure out what to do next keeping in mind we're travelling with a 3yr old and 7yr old. We looked for help and found out we had to go through the doors to claim our baggage and go to the Sunwing desk for possible vouchers. The vouchers didn't assist us as we live in Burlington and had parked our car so hotel and taxi wouldn't help but we did then incir parking not once but twice in the amount over $30. So once again we wake up at 4am to be at the airport 3hrs before only to find out the flight had been delayed. Please note that none of these times had Sunwing updated their Flight Status to share the delay. We arrived to find out the flight had been delayed once again from 8am to 9am. These delays haven't been weather related rather insufficient communication and a flight crew who met their time limit so couldn't return. Why should we be penalized for a day lost on our family vacation. I'm asking for Sunwing to provide a credit/voucher or reimbursement for the time we've lost not only on our trip but for the anquish we've experienced as as a family. The customer service has been terrible from every call in for help to the lady at the desk in the airport. I've very disappointed in the lack of communication and concern for what has happened. A 24+hour delay that is not weather related is unacceptable and we would like to be compensated for that please. We appreciate your consideration.

No one responded or even care

please Is there any one from sunwing vacation airlines can answer and help me please , i left my home in mississauga by 4 a.m. yesterday to catch my flight WG 692 from hamilton by 8:45 a.m. on december 18th 2022 and until now I am struggling and stranded in hamilton airport and no one want to help me and they asked me to leave the flight area and not sure what to do and no one from sunwing vacation team there in hamilton airport to help me, and I called sunwing and selloffvacation with no answer or respond, please respond back. I am very tired.

I will take a taxi back home in mississauga and will wait for a respond, please again respond back its argent , thanks.

Sunwing left me stranded with no respond .

Worth service ever in all my life

On Oct 26 2022 was our flight to Cayo Cocoa for 8 days I believe our flight number was 601. Our Complaint was as such. First thing, we had a problem with bus pick up and flight delays on return home trip, with no rep from Sunwing there to represent us. Hours and Miscomunication with info on not only flight times but bus schedule pick up. We spent an extra 2 days in Cuba and me having Heart medication run out due to this delay was very stressfull. Hotel wasnt sure either but had to reassign us another room at the resort. When we finally did get on plane to return to Toronto, We left for Airport at 730 Am Nov 3, and had 2 cancellations, and never boarded plane until 230 pm. When we finally got in the air, A passenger had a diabetic Seizure which created huge stress enboard the plane and pannicking to find a doctor to assist. I do not have Boarding pass but we travelled with a party of 10 and Im hoping for some kind of response and compensation should Sunwing ever want us to book with them in future. Thankyou, Herbert and Maria Crumblehulme

I paid for an all inclusive trip to P. V , Mexico

My bags were delivered broken getting off the flight

There was no Sunwing rep available during the entire week nor a contact number to reach them, internet was so slow so I could not use the app.

Flight time was changed then delayed

The hotel room was filthy and full of black mold on the wall, ironing board, sheets, lamp shade and photos in the room, I asked for a room change at the hotel but they said it’s Sunwings problem and not the hotels problem. My son was sick and coughing the entire trip.

I have called Sunwing and they say it’s not there fault if the hotel is dirty and moldy.

I called my insurance and they say that this is not there issue either.

The hotel made us leave the room at 12 noon and our flight was at 9 pm, we paid for 7 days but did not get 7 days

[protected]@gmail.com

We arrived at Grand Memories Varadero from December 2nd to December 9th.

We had purchased 2 superior rooms. We requested adjoining rooms in a quiet area. The first room we got was disgusting. Mold, dirty sheets, and broken everything including a door that would not lock.

We went back to the front desk.

This time they gave us another room that was in the same shape but at least the safe worked and the door locked. The bedspread was filthy, Sheets were stained, huge stains all over the curtains and walls and the pillows and blanket stunk like mold.

Back to the front desk (every we go back; this takes an hour or more of our vacation time) This time They give us the key for my daughter's room and explain that they are over booked and have no other rooms that are available.

The maid then tries her best to clean the room. She changed the sheets and the curtains and bleaches the walls.

Now for my daughter's room.

Black fuzzy mold growing all over the walls.

Safe would not work.

closet doors would not open

No towels

Dirty sheets, pillows and bed spread. (I am actually understating the condition of the room).

Back to the front desk.

No new rooms available. They told us to come back tomorrow.

I went to the Sunwing rep who brought me to customer service

Very nice rep but has no control over the fact that the hotel has over booked. We waited 2/12 hours. We asked to change hotels. They said it was not possible for that night to come back tomorrow.

That night my husband myself and my 23 years old daughter were all forced to share one bed.

We had an adjoining room with a couple with no sound proofing that we could hear whispering.

Then while standing completely naked in what I thought to be the privacy of our own room, A man barges in looks at me and says, "I've come to change a light bulb". I just started crying.

The next morning both my daughter and I were having horrible breathing issues due to the mold. My daughter wanted to go home.

We went back to the Sunwing rep and again asked to change hotels.

At this point the assistant manager intervened and promised us 2 good rooms at 4pm.

Being completely sleep deprived and not feeling good from the breathing issues I agreed.

We went back at 4pm She switched us to another room on the other side of the resort. our room was on the main floor our daughter's room was on the 2nd floor. They were clean rooms, and we were exhausted so we excepted. That afternoon This time I was not naked but alone in my room a family with a key unlocked our door and walked into our room giving me a heart attack.

How can this happen?

Went back to the front desk they apologized explaining they overbooked

Unacceptable!

That evening we woken up out of a deep sleep by the loudest music that went on until 1:30am. They gave us a room literally 50 feet from the disco. Went back to complain again. They said yes, they are aware bad planning when the place was built. Did we want to change rooms? Why are they putting people in these rooms?

My husband who has stage 4 bone cancer said he just did not have the strength to move once again.

I ended up waking up and moving to my daughter's room for the rest of the trip. How romantic.

Then to top the end of the trip off were at the beach trying to relax when my daughter finds us and explains our keys no longer work and we have to vacate our rooms as we are no longer guests. I leave the beach and then go argue with them for another wasted afternoon until the Sunwing rep shows them proof that we are registered to leave the following day.

When heading from Toronto to Cayo Coco, there was a stopover in Santa Clara to drop off and pick up passengers. While in the airport we were advised of a delay. There was a lot of confusion and no information was forthcoming. There was no Sunwing rep there to advise us of what was happening. We came to find out that we would not be continuing to our holiday destination instead they were unsure of what was going to happen.

After a waste of the afternoon, we got our luggage and proceeded to exit the airport not knowing what was happening. Buses were to pick us up to take us? Finally a Sunwing rep arrived. We were still uncertain what was going on or where we would be going. Once on the bus and unaware of whether we were being taken to our final destination or somewhere else, we were offered a sandwich, some cookies, ice cream and water. I guess this was considered our lunch seeing we had sort of missed it with all the confusion around our flight. Prior to us boarding the bus, all our crew from the aircraft were swooped away to wherever they were going, not knowing where all their passengers were to head. Isn't the captain of the ship the last person to leave? Should this not be the same with an aircraft?

We were taken to a dark hotel in Santa Clara. After finally getting my key, my Granddaughter and I headed to our room which was a little cottage. When I turned on the air conditioner, a HUGE cockroach jumped out. This is certainly not what I had signed up for, a room with cockroaches. This vacation was to recharge and return home to a terminally ill son. Instead a 24 hour from hell.

After dinner at the restaurant, which would not allow us an alcoholic drink unless purchased, we returned to our room to have another cockroach run under my Granddaughter's bed. Definitely not where I was supposed to be that night. We did try to get some sleep but, had to be up at 4:30 a.m. to head back to the airport on a bus at 5 p.m.

On arrival at the airport our flight was to leave shortly after 8 a.m. That time came and went and then a delay. The power went out at the airport and when the departure board was up and running, our flight had disappeared on the board. Again no information forthcoming on why we were not departing. Then rumour had it that our flight crew was on "flight rest". It was mentioned that they stayed until everyone had left the airport. We all know this was BS, as we witnessed them being taken from the airport in a vehicle.

Finally after a very early morning and wasted time in the airport, we finally started to board after 12 p.m. for our 21 minute flight to Cayo Coco.

So basically, I travelled from 5 a.m. Wednesday until about 2:30 p.m. Thursday before I was at my holiday destination.

I think Sunwing should be held responsible for some, if not all of our problems on what was supposed to be a relaxing week in the sun. I seen that it was a third party issue but why isn't Sunwing pursuing them for all the grounded aircrafts? I am sure that the crews were all paid their wages for the disruption to them. I hope they at least had nice accomodations for their "flight rest".

Hello,

We booked Blue Bay hotel in Playa del Carmen. On your website there is no information that you can not swim. We came on Tuesday last week and we are shocked. No swimming. No space around pools. On Wednesday no space again on the pull no chairs. So there is more people than spot around pools.

So that was every day. We did not swim or suntan. Hotel room was terrible and very old. Smell terrible and not clean. So we asked to change our room. We got another room which was more terrible then first one. I was sleeping with my t-shirt over my mouth and nose. Staff is not friendly. Someone stole my son iPhone, shirt, pouch. They play like they do not understand English. They are saying that someone from the guest stole it. No help what so ever. Your representative are useless. I booked ticket back home to Calgary and paid on Saturday. We travel with sunwing last 20 years never have any issue. This time was terrible and no any more with Sunwing. I know you will maybe read it and apologies and not to do anything about this.

Nov. 13 Sunwing WG 523 departs 12: 25 delayed for 2 hrs then weight again and told flight was cancelled. till Nov.14 8;00 AM.

we lost a full day of our holiday. We arrived at Vamar Vallarta All Inclusive Marina and found it under construction. re surface main pool area. jack hammers from 8:am till 9:pm.

very loud.. took video. after 3 days our room air conditioner leaked water on the floor and lights going on and off. they moved us to another room closer to the construction. elevator working on and off. on the day of our departure, flight left at 8 pm. we vacated our room at 12 pm. shuttle was to pick us up at 4 pm. they told us if we were to weight for shuttle it would cost us 200 pesos per hr. to weight. we talked to the hotel rep who allowed us to keep on our wrist bands until shuttle pick up. guess what? The shuttle did not show up so we had to take a cab to the airport. WOW this was the worst holiday we ever experienced. We never did see our Sunwing rep at all.

Thank you Sunwing. My contact info is [protected]@gmail.com Thanks

Booking # [protected] I booked 6 flights with my family for Toronto to Orlando, Florida

for Nov 6th Flight WG068 @ 6:20am to arrive 9:20am

on behalf of

Gail Fife

Ian Fife

Conor Fife

Haley Fife

Logan Walker

Justin Dworak

I was notified at 1:30am that the flight was delayed to 16:45 Nov 6th and arrive Nov 6th 19:46.

This flight was delayed again to Nov 7th @ 6:20am and this is now 24 hours delayed for all 6 tickets.

• I had to contact the car rental to make sure my reservation was still available for Nov 7th and had to Nov 7th by 10am but the flight was delayed on Nov 7th but managed to secure the car.

• We had family who flew in from England who was waiting for us and had to cancel the dinner reservation on Sunday due to the delay and lost out on one day stay at our rental house.

• I had booked our family at Disney starting Monday Nov 7th @ 9am and didn't get to the park until 3pm on Monday and unable to change or cancel as Disney tickets are non-refundable.

• we arrived at the terminal and the agent was going to charge us for our luggage which I already prepaid this and had to get a supervisor to override this.

• I had prepaid 2 tickets with Elite Plus for me and my husband but 2E, 2F and those seats were not available, and we had to seat in different seats not together! The other 4 members didn't seat with the prebooking I booked for them too.

• I also prepaid for the Plaza Premium Lounge Terminal 3 for all 6 of us and was told this doesn't open until 6am and our flight leaves at 6:20am so why did you sell me something I can't use?

• my family was so stressed and my husband, daughter and myself was sick once we got there and but a big damper on our trip.

• I went on to the Sunwingcares. ca to file a complaint but it won't let me file, so I called the Sunwing office, and we tried 3 times with customer service and unable to do it and told me to try again later today!

• Also called the head office 3 times and it just rang, and no one answer.

We had scheduled our first ever family vacation through sunwing. A group of 10 people flying from Halifax to Florida.

We scheduled the flights after we found a seat sale on Sunwing. We then booked the Airbnb and car rentals.

One month later, Sunwing cancelled our flights and offered us to pay over $200 a seat MORE to go to another airport in Florida. With our Airbnb booked, as well as car rentals, we had no choice but to pay over $2000 extra for our family to travel.

We now need to pay extra for the car rental to be switched to the new airport, as well as 200 extra a person.

The loyalty department refused to even speak with me,.