Sunwing Travel Group
Reviews and Complaints

We just got back from cayo coco. There are many complaints about the property we stayed at but the most important one was at check in. We were a group of four. We checked in together so they took our passports and scanned the first two and gave us a room key. We then were waiting for the next room and we waited for a good 25 minutes before we asked why we were still waiting? Their response was that there was so wrong with the system to scan the passports. While we were waiting other people were checking in with no issues so I asked again and their next response was that there was an issue with the passports? How can there be a problem with the passports there wasn't a problem getting on a plane with them. Again no other explanation they walk away go an office in the back and we wait for another 20min with no word. When they come back out we ask again they say problem with the system? So which one is it! We asked for the passports back they say don't worry they have them but how can you not worry when they leave you sitting there and they ignore you and go on to the next person. They gave us two different excuses and worried us to the point that my mom started to cry. This is no way to start our vacation!
I saw the sunwing rep and asked for his help. I explained what happened he went over to the desk to see the situation and my dad was just finishing to ask for the passports back when they said no! The rep asked and they replied to him that the ROOM WAS NOT READY! That was the reason why they kept their passports. The rep said that if my dad gets upset because they don't give him back the passports than call the police. Who says that? We understand Spanish so we did not miss understand what was said. What liers and what kind of a rep does that. It was totally uncalled for. The rep name is Rene at the Melina dejardins del Ray in cayo coco. Never have I met an airline representative at destination that was as arrogant as this guy. He walked around the lobby like he owned the hotel but when others would go to him for something he was too busy come back later. Instead of helping us he made matters worse for my parents made them feel like we were not safe here.
We came to this resort back in November of 2018 and enjoyed it so much that we wanted to come back. In 4 months the hotel has changed for the worse. There was no beach towels for the first three days. When we asked why the worker told us that managers have changed so now they are cutting back. It was very noticeable. Next November there was supposed to be a group of 20 of us going back to this resort that won't happen. Rene would be the first reason why and the conditions of the resort would be second and to see the workers there not happy was very sad to see.

We have been frequent travelers with Sunwing holidays over the years. We booked a Sunwing vacation package and flew Sunwing Toronto to Ixtapa on February 21/19 on WG223 departing at 3:00 pm.#[protected]

1. Upon boarding the Elite Plus passengers were NOT asked to board before anyone else at Toronto Pearson. As a result upon arrival at our seats (2D and 2E) the luggage bin above us was full, resulting in our carry on being moved further back in the plane.
2.1. The plane we flew to Ixtapa on was very old - a panel fell down from the top of the plane when we took off. There were 3 seats across however only 2 areas for headphones were available - the flight attendant could not find the 3rd. My husband and I had to take turns using the entertainment.
3. Our seats were situated right behind the washrooms. The washroom at the back of the plane were inoperable. For the ENTIRE flight there was a line of people waiting to use the washrooms. People were towering over us waiting in line. My husband was stepped on continuously. On our return flight we were told the washrooms at the front of the plane were inoperable. So the line up a the back was at least a 30 minute wait - We paid additional for Elite Plus - there was nothing elite about this adventure
4. The entertainment system (drop down screens every few rows) consisted of old TV sitcoms - the same 4 reruns which they continued to show during the flight. When I asked why the flight crew said that they used to show movies but either the kids or the adults were not happy, so they just show old sitcoms now - seriously...
5. Our baggage which was supposed to exit first as indicated by the Elite Plus package information, did not - we waited a considerable time in Ixtapa to retrieve our luggage.
We feel that the $200 per person for the Elite Plus package was false advertising and should be refunded. Our seating experience was worse than those that sat further back in the plane. We would expect a refund for the Elite Plus package and not a voucher as we will not be traveling with Sunwing in the near future.

Sunwing/Nexus
We are very dissatisfied with Sunwing and feel that financial reimbursement is in order. Not in the way of travel vouchers.
Six of us were to fly out to start our vacation with Sunwing on Saturday Mar 2 @ 10:15 am. The flight was delayed till 6:15 pm due to technical difficulties. Another Sunwing plane flew in, passengers disembarked and we boarded Boeing 737. We were on the tarmac approximately 30 minutes extra due to a change to the runways.
l understand that delays happen but not to the point of losing a full day. Each of us received $15 food vouchers along with $100 voucher for a future sunwing flight.
NEXT

Resort was fantastic but there was a continuous worry that begun Thursday. At our resort, Ocean Riviera Paradise, there was not a Sunwing rep from Thursday till we left on Saturday. We left the resort Saturday @ 11:45 Mar 9th.
All the other reps Air Canada, Air Transit etc., were always present except for Sunwing. We wanted to pay for the V.I.P. airport Lounge at the resort. We had to get guest services to phone Sunwing /Nexus and pay by visa via phone. There was major complications with this as well. Confirmation was to be sent to my husbands email that Thursday. This did not happen. Guest services, once again, on Friday helped us by contacting Sunwing by phone. They could not find our confirmation/payment for the 6 of us. My husband Mark, through his cell phone went into his account and found the visa charge. We took a picture of it and stated this information to the sunwing/nexus rep who we were on the phone with.
We were then put on hold again for approximately 20 minutes. Sunwing found our confirmation and emailed it to the Guest services lady as requested. She so kindly photocopied it for us.

When we left the resort on Saturday there was no sunwing rep to be found at the resort or upon arrival at the airport. A sunwing person did come from the back when we were standing in the sunwing elite line due to the V.I.P. photocopy paper form. This form was taken and analyzed by your people leaving us in limbo for about 40 minutes.

The beginning of our vacation and the end was very unnerving. Losing a day of our vacation time and the frustration at the end with the V.I.P, is not acceptable.
I believe, as l am sure you do, the right and proper thing to do is to reimburse all 6 of us financially for the lost of our vacation time that we have experience.

Looking forward to hearing from you
sincerely Jennie Paterson
[protected]@hotmail.ca

I was given a voucher for four nights free accommodation. The voucher was with travel smart a part of Sunwing. I have tried in vain for the past three months to redeem this voucher only to have my emails ignored or to be fobbed off by people saying it is not part of their role. I have been given numerous telephone numbers to call that are obsolete.

I would like someone to contact me so I can book the four nights accommodation.

Our family flew in from Winnipeg to Orlando on January 26. Flight/crew was great as always. Waited for our luggage, never came. We were told to go to the other side of the airport?! Took us an hour to figure out where we needed to fill out a baggage claim! My youngest was getting upset cause our bathsuit, towels etc were in our luggage and thought we weren't going to be able to swim at our hotel. Nobody knew where sunwing was and no signs. Finally somebody told us carousel 6 terminal A. We get there nobody is there. I go upstairs to departures to only see sunwing has left for the day. I beg for somebody to check if anyone from sunwing is still around. A girl by the Name of Amy comes out and I'm so relieved but she starts to argue with my husband that she was at carousel 6 and my husband says to her, "no u werent". I told her we had a difficult time finding carousel 6 and I'll I want to do is figure where our luggage is and when we can expect to get it. She filled out a form and gives me a number to call. We arrive at the hotel, I go straight to Walmart to buy bathing suits and some toiletries that are in our lost luggage. Our hotel (comfort inn main gate) which was so good to us. Told us they would let us know as soon as our luggage arrives. I tried the phone #4078252245 that Amy gave me all week and nobody returned my call. These 2 numbers 18888533751 and 4166793750 said the number cannot be used from the location your calling from? I phoned 1877 sunwing they told me to go to sunwingcares. ca where I filled out a baggage request. I received a generic email confirmation and was told someone would contact me within 24 hrs which was jan26, Saturday. I did not hear anything till Tuesday the 29th and it was a generic confirmation from Clarice at baggage claims. Her email said, she would let me know when my luggage was found and to call if I had any questions or concerns. Called and left a message.. Tuesday, Wednesday and Thursday. Nothing! Finally I got a call Thursday evening from a nice young man Franklin works at Menzies (contracted by sunwing) that he had our luggage. He said it would be delivered Friday morning. We did not receive till Friday afternoon around 2pm. We were leaving first thing the next morning back to Winnipeg. : (
When we arrived at departures I spoke to Marlene who said she was going to fire Franklin (long story). My boys got upset. Carlos the Manager was very helpful and extremely professional. Since we got back all I've wanted to do is speak to someone about our experience. No one has returned Any of calls. I spoke to one supervisor Gaeten who was very arrogant and extremely condescending. He said he could not help me and it was a baggage issue.
We use Sunwing for all our winter getaway destinations and Rave how amazing the airline is. This is by far the worst experience I've ever been through. Sunwing does not care!

A group of l0 (including 1 small child) were travelling to Cancun, Mexico on Jan 23/19 for a destination wedding. Getting there was not the problem, our issue was the return flight. Half way threw the vacation, I received an email message from our travel agent advising that the flight WG584 was being diverted to Thunder Bay first and then Winnipeg on Jan 30/19.
Our orginal flight would have arrived in Winnipeg at 7:30 pm allowing us ample time to travel back home in our vehicle. Instead we did not arrive into Winnipeg until 9:30 pm.
Becasue of the late arrival no one wanted to risk travelling in the fridgid weather home. 8 of us had to spend another night in a hotel which is extra costs we did not expect. Sunwing should at least cover the cost of our room to compensate for their error in not provinding us with accurate information.
Travelling with children is not easy and Im sure the parents would have appreciated a 8:30 bedtime for their child instead of 10:30 pm.
If Sunwing is not prepared to cover the cost of our hotel room, then a credit voucher should be offered to compensate for this oversight at the least!
I am more than willing to provide the names of the 8 passengers who had to spend the night in a hotel in Winnipeg.

This vacation was "not as advertised". There were many things that went wrong.

1) I booked an excursion with your company in Mexico, ("Mayan Treasures" from the Sunwing office in the Grand Princess Hotel/Riviera Maya) which was falsely advertised by your Sunwing representative. It was supposed to be a direct bus ride to the outing with a small group (less that 12 people). What ended up happening was we got a charter bus with about 30 people on board. We were sent on a milk run to pick up more people (3-4 more stops along the way). the bus was FULL. I don't know what the charter bus capacity is, but it was NOT 12 people. During the entire trip, our "tour guide, Juan" spent most of his time soliciting us for money for his Unicef charity, his Mayan charity, and finally a shopping excursion to his market of choice (not on the brochure) where we were asked to spend more $ for the "poor people". Juan spent most of his time talking about his charity & himself than the ruins in Coba. We then went for a swim in a cenote (super dangerous access) and were once again told we only had an hour (it took 45 minutes just to get there). We were supposed to go to a Mayan village, but just ended up at someone's home where we were once again solicited for money for the family. I felt pressured the entire exursion to give money, then he solicited us for tips at the end of it. I paid more that $200 usd for this excursion & it felt like it was a money scam in the end.

2) On the flight home, I prepaid for two bags & was charged at the airport again because they had no record of it ($35 usd). It went downhill from there for everyone on board. The departing flight was 1.5 hours late. Once the plane finally had boarded (It was supposed to be charter flight direct from Cancun to Kelowna), we were all informed that we were headed to Regina to switch flight attendant crews & get fuel. (Shouldn't this have been done ahead of time Sunwing?) This added another 3.5 hours onto our already delayed flight, and the relief crew were a bunch of militant prison guard types out of Toronto who only complained how put out they were. As if the passengers had caused them an inconvenience.
The first bar service they had, they were already sold out of most things (didn't they stock the plane beforehand?) There attendants were whiny, sullen & RUDE the entire flight. There was NO consideration given to the people on board, all of whom were exhaused by the end of this nightmare. The las thing we wanted was a bunch of flight attendants making matters worse (and they did).

Jan. 18, 2019
To:
Mr. Colin Hunter; CEO, Sunwing Vacations,
Andrew Dawson; COO, Sunwing Vacations,
Stuart Morris; General Manager of Retail, Sunwing Vacations
Fax: 416-620-4433
27 Fasken Drive
Toronto, Ontario M9W 1K6

Dear Sirs:
I am writing to you in order to have the situation I experienced with your company reviewed. I feel the charges that I incurred were greatly over done and the customer service I received during multiple phone calls was extremely rude, and unhelpful and made my experience extremely stressful.

I booked a trip through Sell off vacations for a Sunwing package. I bought the cancellation option. I was travelling with my family consisting of my cousin and his spouse and his 2 children. Previously they were looking into buying a trip on their own and was able to confirm a suite was available for the 4 of them, but did not book it waiting for me. Once I confirmed I could attend, and joined the trip I booked a room with one of my cousins' children and he and his spouse did a booking for him, his spouse and other daughter. This booking was confirmed at the price of $745.00 on January 1, 2019. per person with a reduced fee for the child that was with my cousin.

On January 4th had to cancel my trip due to work obligations. On January 4th I called with the presence of my cousin and his spouse after being on hold for 30 min., finally we were told there would be a cost of $600.00 to cancel and my cancellation insurance wasn't really an insurance of such but I was allowed to get a credit for my $745. but was going to be charged an additional $600.00. When I explained this is not actually a cancellation, I was told this is how Sunwing does it, and it's in their fine print, to which I responded this is not accurate advertising and it shouldn't be called cancellation insurance. They seemed to not care about this. After protesting the $600. additional Charge for no valid reason is extremely unreasonable I was told to call customer service and they would be open the next morning.

We called first thing in the morning on the 5th to be told there was no customer service available on that day (Saturday), we were put on hold for multiple times for a total of 3 hour and was told they couldn't get through to Sunwing. On another phone we called Sunwing directly and got through in minutes, they said we had to go through Selloff to remedy the issue. We called another agent in selloff to try and get assistance explaining we were on hold for an hour already and we were able to talk to a Sunwing rep immediately. She put us on hold and was very helpful and polite (Mary) to us but said she couldn't help us as we were already working with another agent Yudelsy Lopez, We explained we were not getting anywhere and she was very rude and wouldn't let me speak by constantly interrupting and would not listen to us. Immediately after explaining this Yudelsy Lopez finally called us back.
She said now we would have to pay $1600. This is crazy it rose from $600 to $1600 In one night, exactly 10 hours!. I was trying to explain to her that there are two options: 1) transfer one adult into my old room so my cousins' child (who is a minor) would have adult accompaniment in the room or 2) transfer this child into her families' room so there would be 4 people now in that suite 2 adults and 2 children. I was told there was not allowed to have 4 people in their suite and there would have to be 2 rooms for my cousins' family. We protested this information as we had seen previously, before I was joining the vacation, that they could booked together, and we have a snap shot of this initial potential booking. We were absolutely told no, this could not happen, and the difference was now $1600. Also, there apparently was no one else we could speak with, no supervisor or manager was ever available to handle this situation further. They said they would do us a ‘favour' by giving us a credit for $745 for the child that was in my room but I would not be reimbursed for that for several weeks, but I better check just in case. So now the difference in vacation in a matter of 10 hours is $110 ($855-$745). Which I now have to pay an additional $855, instead of $600, just to have an adult transferred into my previous room because apparently your suites do not hold 2 adults and 2 children. This is absolutely an exacerbated amount of money for no other reason than to rip the consumer off. I am now out $855. + a $745 credit to cancel a trip with cancellation insurance I bought for another $50.00 for a total of $1650.00 dollars out of my pocket - I'm so glad I bought the cancellation insurance. I paid this amount in order to have the adult transferred into my previous room as to not ruin my cousins vacation. Selloff was actually threatening to cancel everyone's vacation, because a minor couldn't be in the room alone - clearly we know this and why were trying to fix it. They said they would cancel everyone and they would have to call back in and re-book the whole trip at the new prices. I paid the fee of $1600.00 in order for my cousin and his family not to loose their vacation. This was an extremely horrible ordeal, not only was having to spend this crazy amount of money WITH cancellation insurance totally unreasonable but also the customer service experience was the worse I have ever experienced. Below is the number of times and the amount of time we were on hold:
We called Friday starting at 8:02pm - 3 phone calls - operator was Elena who told us to call Saturday (the next day) and talk to customer service to resolve this. If I would have know the price in the morning was going to jump $1000.00 I would have paid the initial $600.00 first offered on the 4th - Friday and THERE WAS NOT CUSTOMER SERVICE ON THE SUNDAY.
SATURDAY call times were:
11:59 - 8 min
12:10 - 34 min
11:22 - 8 min
10:35 - 38 min
11:14 - 6 min
12:10 - for 34 minutes
The majority of the calls on Sunday where with Yudelsy Lopez, she was extremely rude and rarely would let me even speak to tell our story. When I would talk she would interrupt me saying ‘hello, hello'...
I want this situation to be reviewed by your management team and discuss if you feel these costs are acceptable to be transferred to your customer. Ideally I would like a full refund considering I bought ‘cancellation insurance'. Again, I have now spent a total of $2395.00 for a vacation I will not be attending ($745 (original cost + $1600 added fee+ $50 cancellation insurance).
I really do not feel this is at all reasonable nor would this qualify as an expectation of feeling that you have provided any protection of insurance.

If you need further clarification on the events that occurred with this please email me at [protected]@gmail.com, or call [protected]. I would expect a phone call or email to discuss this matter within the next few days at the very latest.
Thank you
Hope Cecile

On Jan27th we were returning from Cuba to Vancouver airport and were delayed do to a drunk being able to pass security and board our flight. Then, the decision was made to have him leave to aircraft and we waited further to find his luggage. We finally arrived at Vancouver airport and found my luggage was missing. I went to the sunwing rep and filled in a form for luggage lost. The rep was not helpful at all, extremely rude. He did give me a form with the numbers for a follow up after 48 hrs, in which when I called the numbers he gave me were for Torontos airport. When I finally got correct calling number in which I called and left 3 different messages. its now been a week and no one has even made an effort to call on a update on my luggage.
I'm very disappointed in the lack of service from Sunwing. We have used your service 7 times in the past 7 years. I'm getting very frustrated and want some action and compensation for my nightmare flight home. I do have insurance, but they tell me I have to wait for airport baggage to declare lost. Well, I've been waiting... and no return calls.in the meantime, I have had to replace medications lost at my expense, plus other items I need to use.
Please follow up on this quickly, as my next step will be contacting the media.
Gail Patterson.
gail. r. [protected]@shaw. ca

Sent to Sunwing:
Dear Sir,
On Wednesday January 23, my girlfriend and me we were booked to leave Toronto for Cayo Coco-Cuba with Sunwing flight WG600, Cuba for a week vacation to Memories Beach Caribe resort. Our booking was n. [protected].We made the check in online and we selected our seats. We got to the airport 3.5 hours before the scheduled time of departure. When arrived at the Sunwing desk to send the luggage out I realized that my Permanent Resident Card was expired just few days earlier.The Sunwing man at the desk refused to let us go on board even if I told him I was decided to go anyway and then travel to Havana to have a PR Travel Document from the Canadian Visa Office.I have lost CAD 2, 000+CAD 60 for the taxi. The Insurance told us that they cannot reimburse because I suppose to cancel 3 hours before departure.How I could if I realized that the PR card was expired just at Sunwing desk?
I am asking for a full refund.

I am waiting for your prompt reply.

Regards

Sauro Bertolozzi
116 Fairholt RD S, Hamilton, ON, L8M 2T7
cell.[protected]

previous address
4212 Homestead Dr, Beamsville, ON, L0R 1B5289-860-0043

Sauro Bertolozzi is a TICO Certified Travel Counsellor since 2009 (certificate Number T716558)
See here for my planned 2019 Tours in Italy: https://puravidatuscanfoods.com/tours-in-tuscany

There are 3 major concerns I'd like to outline during my week vacation. I've attached a detailed outline of my experiences as well as evidence to support my claims.

1. Our direct flight from Montreal to Cancun was extended by more than 3 hours after we landed at the wrong airport more than 250KM from our actual destination. We were asked to stay seated for more than 2 hours at an unknown airport and later, eventually flew to our original airport destination.

2. Our 5-star hotel (Royalton) was infested with flee like bed bugs (2 videos attached). We were moved to a room down the hall with the same problem and then blacklisted after reporting it to the night manager Jose. Forcing us to sleep in the infested bed and the next morning, switching once again to another room.

3. Our shuttle transfer from the hotel(Royalton) to the airport(Cancun) never showed up due to Sunwing employee incompetence and as a result, 10 or so Sunwing travellers staying at the same hotel missed their flight back home. As a result, we were forced to stay another night in the worst part of the hotel(our 4th room in 7 days). Sunwing reps had posted a false report about a flight delay [WG518] on the 21st January and it was taken down far after numerous guest questioned the validity of the report (photo attached). The incident was blamed on a "new" employee and it took Maricela(another Sunwing representative) over 4 hours to get us back into the hotel(Royalton) after missing the on-time flight. Leaving us unable to use hotel amenities until we were checked back in.

Myself and my wife are seeking compensation for the lack of proficiency and the supposed disregard of customer service.

Attached is a document outlining the week in further detail, 2 separate videos in 2 different rooms where we found these insects, the "FLASH FLIGHT DELAY!" which lead to the unnecessary extension of our vacation and lastly, the flight number of the new plane we were issued after we were checked back into the Royalton, in Maricelas hand writing.

PS. We had Diamond club access, a supposed upgrade for better service and butler accommodations. We feel taken advantage of.
Please compensate us for our stay at this disreputable Royalton hotel. Those 7 days were more than a nightmare.

My two daughters and I were travelling from Toronto airport to Cancun Mexico on an all inclusive trip through Sunwing. We were staying at RUI Caribe Cancun. We flew out from Toronto Ontario Airport Dec 30th 2018 and returned Jan 6th 2019. Our flight was to leave Toronto Airport Sunday Dec 30th at 10:15. Our flight home was 2:40 Jan 6th flying from Mexico home to Canada, Toronto International Airport. I think the flight number was 279. Our flight was delayed by several hours. We were made aware after the time we should have been boarding. There was no plane at our gate for the loading time. They pulled our pilot off of our flight to put him on another one that was delayed and we had to wait for a pilot to arrive. We were told it would be 12 noon, this didn't happen that way. We had no plane and no pilot and we were not prepared to sit in the airport for another 3 hours after we were to arrive there 3 hours early. We had a very long wait and when we finally were boarded, waited even longer before we were allowed to take off. Finally after several hours we were on route to Mexico, once we arrived in air space we had to wait to land. We circled the air until we could safely land. Once we were on the ground we were then again delayed as there was no place for the plane to launch. We sat in the plane on the tarmac for 40 minutes.
We also then waited for our luggage as this process took longer than normal as well. It seemed like everything was delayed and wasted a day.
My daughters and I have never taken a Caribbean trip anywhere and we lost an entire half day that we had planned to enjoy on this one week trip to Cancun Mexico. Instead of being at the resort by 2PM ish we were not there until after 8 PM. We lost six hours due to all of this. I chose this flight and Sunwing because of the flight times putting us in Mexico mid day so we could enjoy as much time there as possible.
The flight home was okay aside from there was no TV's to watch movies. If Sunwing would let travelers know I could have brought an ipad for movies or a book. I was also very disappointed with the stewards on the way home they were very short and off putting. The staff on the plane on the route there were very friendly. Both pilots were great.
The resort and the resort staff were all excellent and I would highly recommend that resort to anyone. I was however disappointed and frustrated with the flight/airline.
Sherry Stade
65 King Street
PO Box 93
Tiverton ON
N0G 2T0
[protected]@icloud.com

We just got back from Naasau... but I need you to about my concerns.. we have used Sunwing for over the past 10 years
We have been traveling with another couple each year

First,
My credit card was billed 3 times, for my portion of the trip ref booking [protected], invoice 6915423.
When I called I was told to never use the computer to book because it makes mistakes and to always call.
Ref # 549
556
572
All of these were dated Oct 25 with MBNA, reversed Nov. 08

The credit for two transactions was reversed, but took 10 days to be applied... the cost to me was over $100 in interest.
You can immediately charge my credit card for a trip but cannot reverse a charge for 10 days...

Elite Service

The cost is $120 per person, this allows for xtra leg room, xtra baggage, express checking and boarding.
Well in Nassau, our flight WG 747, we waited over 30 minutes for the checking counter to open while general boarding was processed.
Then the clerk could not get the printer to work, so they eventually decide to open another station... 45 minutes to check in... not Elite.
When we were waiting to board no announcement was made for Elite, no biggie... when we boarded we were told I could not keep my
seat... because I requested an extender for the seat belt... never before have I been told such a thing. The stewardess... was good she arranged the move for me and my wife... from row 16 to row 4, also Elite but an embarrassing hassle on a plane filled with passengers.
When we arrived, our bags were not first off...

I will fly Sunwing again... but Elite customers or customers should be compensated for these hassles

Hi I recently went to Punta Cana on Jan. 4, 2019 flight WG406 flight WG407 Jan 11, /12 2019 and there is a few issues. Going to Punta Cana we purchase the Elite Plus in this service we prebook our seats and the luggage is or should be first on and off as well as usually when boarding they call children, any disable persons and then the Elite Plus and then they usually will call seats from back to front of plane so people are not walking all over each other. They lined everyone up and then called Elite Plus and so we boarded the same as all other passengers thus making it very hard to get in your seat. We had to store our carry on way back from where we were sitting because they allowed the passengers that were behind our seats (5F, 5E) to board in front of us. The plane was an older plane and was disgusting there was no air going to the Dominican the TV's were old and the seats torn and ratty. When we got to Punta Cana our baggage was not one of the first off it came off half way through the idea of purchasing the Elite plus is to get better seating, as well as we don't wait for our luggage to come off last. We booked at the Riu Republica and the shuttle bus from airport to hotel was so slow it should have been a 30 minute drive (this is what your SunWing representative told us as well and it took roughly 1 1/2 hours the driver must have been new, he did not go speed limit he drove at a turtle pace, was very unsure of everything, finally we get to hotel and go to check in we were greeted by know one, no complimentary drink and we had booked in November and had requested a king bed and they only had 2 doubles he said, they had no body to help us go to our room which was in area out of the way we struggled and wondered around for roughly 1/2 hr with no one offering to help or even seeing someone to help, signage for everything was horrible there was elevators but again there was no signage and we wondered around in a circle looking for it they were also painting walls and I there was no signs my shirt hit the paint when asking the person painting about sign he pointed to a the floor is wet sign (that was his sign for the wet paint). Once we got to the room myself and husband both bigger people knew that we would not be able to even sleep in the bed together (the idea of a adult resort and husband and wife is to sleep together), so we went back down to reception a good distance away from where they had sent us we spoke with a lovely lady not the same person when we came in and told her about the bed and asked if she could check to see and she did and miraculously there was a room with a king size bed closer to the middle of the resort. The resort is a nice resort but very big and there was not a lot of help from staff not overly friendly, we checked in on the Friday and because I am on vacation do not expect to have someone call me at 8:00 am in the morning to ask me if I was up and coming or "I had to come to the Sun Wing meeting at 10:00 Sat. morning, I told the girl which was a Sun Wing representative that I have been to Dominican before and did not need to come down but would come on my time to pick up the paper that we needed to get out of the country (which would actually could get on the bus or the airport). She insisted that we come, for 10:00am once there a told her that I would just take the paper and look at the schedule of flight leaving and that I did have the Sun Wing app on my phone as well they would not give it to me and made us sit and listen to them talk about excursions if I wanted an excursion I would get it myself as well as the coupons that they did give us on check in were all expired (that came with my package) and they the Sunwing reps said we didn't need to use them anyhow so why is this an incentive on the Riu's. We booked in November and the flight we booked was WG407, we booked to fly out at 7:00 at night 2 weeks before we flew out all of a sudden it was changed to 10:05 pm no explanation so this means that I had to pay an extra 60 dollars for a late check out and that I would now not get home till 3 to 4 in the morning the reason I paid for that time was of the time. Then we had to meet the bus going back to hotel and that meant that we missed supper as well and had to buy supper at the airport which was not expected as well. Once back in Canada again we paid for the Elite plus for our luggage to come off in the first bunch it was one of the last we paid $200.00 for good seats which were not, luggage priority and priority getting on the plane this did not happen. Totally unacceptable on vacation. Sunwing has let us done and I will not recommend them to anyone or fly with them again. We know that this is another country not the same as Canada but we are paying a lot of money to fly and go to a resort by Sunwing that you say is offering exceptional services, we have been numerous time to Dominican and this has never happened before also the beach area looked like a cattle cage the loungers were never setup properly so every morning you went it looked like a bunch of chairs and people sitting on each other, looking at the other resorts along the beach their chairs and services looked very nice, I would like a resolution for these issues.

I recently stayed at the Royalton St. Lucia. It was overall a wonderful stay, aside from the aggressive sales pitch we were lured in to sitting through (which ate up half of our last day)...with the misleading promise of a free four night stay. Upon receipt of the certificate we realize it's not actually free, it is a reduced rate stay. As annoyed as I am by the misrepresentation, I am still eager to get away next month, so I followed all of the instructions on the back of my form in order to make a reservation.
I have been trying to get in contact with someone both by email and phone and for an entire week and half! I have not been able to have direct contact with a single soul. What kind of customer service is this?...from a supposedly luxury experience, at that? I stayed on the phone for an hour and a half waiting/hoping for someone to pick up, and nothing. I travel frequently, I love all inclusive resorts and have quite a few major events that I was thinking the royalton family of resorts would be perfect for. How ever I am extremely disappointed in this brand at the moment. I am still hoping for a reach out...if there is actually anyone working in customer service. You can contact me either by email, Rasheeda.[protected]@gmail.com or by phone, [protected] (I am in the US).
Thank you.

Booking #[protected]
Dec 20 - Jan3, 2019
Wanda Flood

1. Flight 251 from Puerta Plata to Winnipeg
2. Emotions Hotel in Puerto Plata

1. I always PURCHASE my Elite Plus seating as I am a larger person and also travel with Oxygen. I usually travel a couple times a season to various destinations with Sunwing and always pay the extra fee to for the Elite plus seats.
On January 3, 2019 while travelling back from my vacation I purchased and occupied seat 2D. While waiting for all passengers to finish loading I was talking with the stewardess and asked if the plane was full. She said that there were 20 vacant seats on this trip. I was extremely happy that the 2 seats beside me did not appear to have been purchased by any other passengers. When the last of the passengers boarded, a couple sat in the middle and window seat next to me. My complaint is Why do you assign people who have not paid the extra fee to have these ELITE PLUS seats? There were 20 available seats and yet they GIVE THEM (AT NO EXTRA COST TO THEM) to people who haven't paid the extra $ for these. I know that these people did NOT pay any extra for the ELITE seats. Put these people in regular seats. I have been travelling with Sunwing for years and this is not the first time this has happened. I have no problem with passengers sitting next to me in Elite Plus IF THEY PAY THE EXTRA FEE.
2. The hotel we stayed at, for the second time this year I might add, was Emotions. We were assigned room # 19208. When we got to the room and went on the balcony our room view was a unkept mini golf area and to the left a parking lot which also contained a pile of garbage. Since we were staying for 14 days I wanted to try and secure a room with a more appealing view. I went and asked the front desk if we could change rooms. He asked Why don't you like your room. I told him about the crappy view and the fact that we are repeat customers. He said nothing available right now come back tomorrow. I went back the next day and was actually brushed off and told to come back later. When I went back later I was brushed off again. Part of my group were having problems with the toilets in one of the rooms and were having to change rooms as well. We talked to the Sunwing Rep (a lady - can't remember her name) The rest of the group (4 people - 2 rooms) were switched to more accommodating rooms with fully functional plumbing. We were still not offered to be moved and as a matter of fact our room was not cleaned or restocked for the first 3 days (it was also hit and miss whether our room would be cleaned on any given day for the rest of our stay. Needless to say that I will not go back to this 4 plus star hotel and will also not recommend friends not to go there as well. After talking with the Sunwing Rep a cleaning lady did come and clean the room (after 3 days). We were also sent a bottle of wine and plate of fruit. Fruit and Wine are free at this resort so while being a nice gesture it was pointless. All we wanted to do was to be given a room with a better view than a pile of garbage and an unkept Mini Golf course. I thought repeat customers were given a bit more consideration as they are in order resorts but NOT this one.
I am asking for some type of restitution for this. I have travelled for years (my husband and myself until 2016 when he passed away and now just me) with Sunwing always paying the extra Elite charges (which has probably added up to a whole trip cost by now). Also for the Crappy room location. When you are exicited and fly off to paradise you want to see at least a part of the beauty of the resort or Ocean not be put in the GHETTO.
Please do not insult me by offering a $50 or $100 voucher for Sunwing. I think my loyalality to Sunwing speaks for itself and depending on the out come of this complaint whether or not I will be purchasing my next (in Feb 2019) all inclusive vacation from your company for that trip and also in the future travels.

Thanks you

Wanda Flood
[protected]

Me and my daughter arrived at Royalton White sands on 12/12/2018, i have been to Jamaica 16 times and this was my first time in Trelawny. We got to our room, couldn't fault the room, although the sink was leaking and there was 2 half drank bottles of water in he fridge (no other drinks). However this was sorted.
Every time we entered and left the lift we was being asked 'how many is there of you? what room number are you? this was like every day and i asked the two ladies in uniform why are you asking this every time and then writing it down? it feels a bit invasive! they just stared at us and said it's ok never mind.

on our second day we noticed no one was at the pool bar, so me and my daughter decided to go in the pool and grab a drink. Now having been to JA so many times i understand that all pool bars attract bee's due to the sticky sweet drinks ect. This bar was swamped with bee's i mean literally hosts of them, to the point where i had to shout to the bar man for a drink, stand back, then grab the drink quick and move. My daughter is a beach lover, i know the beach is not so big but my goodness i was stung 6 times i have pictures of my hands swollen, no matter where we moved on he beach there was always bee's crawling on us. My daughter has a phobia when some where is loaded with bees. You then had cats and dogs on the beach fowling.

So enough was enough, i spoken to the manager and my only hope was to move to the sister hotel in Negril, not knowing weather this would be worse i couldn't cope, i shown the manager Kelisha the swelling in my hands where i was stung. I was greatful to hear she reserved me a room in Negril. I wasn't pleased that we was told we have to make our own way there, i said well what if something happens to me and my daughter on the way what are you going to say to my family? no response, so i found a local man outside the hotel (risking it but i couldn't afford hotel taxi prices) Luckily we arrived in Negril safely, we did miss a very serious crash on the way.

However he we are on evening of the 16/12/2018, arrived at Royalton Negril, front desk said they knew nothing about out transfer, to sit down and relax, 48 min went by, i could see the front desk staff were just standing around laughing and fixing their appearance in the mirror. I went back up and said look i have been on a long journey and a move due to dissatisfaction of the hotel in Trelawny, the manager in Trelawny stated my room here is reserved and that you are expecting me? the lady said ok we will look into this? so what was they doing all this time? another 25 min went by again staff appeared to be talking about other things, hey asked me to sit down again i said no because my daughter is tired and suffers with a disability she needs rest, its evening we haven't eaten all day, eventually after an 2 hours we got our room.

On Thursday the 20th Dec 2018, we had a departure message on our Tv in our room, also a note placed through the door stating we leave on the 21st? i called front desk and i explained hat its an all inclusive booked under TUI, and we don't leave until the 22nd, the phone line cut off, so i re called and re explained, all the lady at front desk kept on saying was the system says we are leaving on the 21st. I explained over and over that no we leave on the 22nd, why would i lie? over 1 night? would it not cost me a fortune to lie like this?

On the 21st, the cleaner walked straight in the room (there was a do not disturb sign on the door) she explained that we are suppose to leave today according to her information. after she left, we not long left the room for lunch, i said to my daughter to go back as she forgotten her medication and sunglasses, we was locked out the room, our wrist bands were deactivated. I was so upset as i already explained we do not leave until 22nd! we went up to reception and spoken to a male supervisor at guest relations and he said he would try and sort it, half an hour went by, no response, again just dordeling around at he lobby, i said look my daughter needs her meds with lunch, he said hang on we are just looking into it? more time went by at this time i was getting very concerned as i do not live in jamaica and being locked out my room was worrying as i didnt think they would agree that i paid to stay until 22nd. So i called the police as i felt worried, they deferred he police from coming. Eventually i spoken to the GM, after many different people it taken 40 min to wait to see him, he apologised and acknowleged it was the hotels fault and offered me a massage, i could't take this due to i was sun burned so that wasn't really ideal, he offered me a free upgrade on a future stay, so oayk he appologised and tried to make amends so i accepted this and asked for this in writing.

Guess what i was given, a contract to say that i can only have this upgrade offer if i do not disclose to anyone at anytime anything about my negative experience, even worse my daughter was asked to sign so she is to also keep her mouth shut. What disgusting black male is this? how dare they, i am looking to now sue this hotel, i have asked them to compensate my whole holiday they appear to be ingnoring me e mails so i have no choice but to sue them. I have copies of this contract, that i haven't signed. I had to liase with British high commission as i didn't feel safe after this? i wanted them to know that me and my daughter are here in Jamaica and whats happened... never have i been to JA and been treated with such disgusting manners! Also i have taken pictures of blood red burgers that made us feel ill, and i have recorded the conversations i was locked out my room.

All the times i have been to JA i have never had to complain.

Michaela Geraghty

[protected]@outlook.com

i do have the e mails i sent to GM office while i was out there, please let me know if you require them. Thanks!

My booking number is [protected]. Serge and I, Michelle, will be travelling to Cayo Coco from North Bay on Feb. 19th, 2019.
We have been travelling to Cuba for the last 7 or 8 years. The first year, we met a very nice couple, Constance and Robert Freitag, whom we've been travelling with to Cuba since then. We've always travelled with Sunwing.
I filed a Price Drop Guarantee Clain on Nov. 22, 2018 and received an e-mail on Nov. 29, 2018 :
We regret to inform you that unfortunately the price drop you claimed was not approved. The reason is that the original package booked was unavailable at the time of your claim. Thank you for choosing Sunwing Travel Group and enjoy your holiday.
I called my friends to see what the situation was with them and Robert said he had gotten the amount of the rebate credited to his credit card because he had found out some information.
When they (Rob and Connie) bought their package, and when we bought our package, we were given the Superior Lakeview Balcony. That was part of the [protected] contract signed by Sunwing and the hotel. When Sunwing signed the [protected] contract they changed the name from Superior Lakeview Balcony to Superior room. Sunwing tells people who claimed the price drop guarante that at the time of sending in a claim, there were no Superior Lakeview Balcony rooms left and that they can't get the rebate, when the real reason is that there are no more of those rooms left because they now call it 'Superior Room'. When we arrive in Cuba, we are given any room which is available! That is soooooooo dishonest!

I called Sunwing to explain this and that my friends Robert and Constance Freitag had called to complain and the agent gave them a rebate on their credit card and that I expected to get it too.

I asked to speak to the Loyalty department. I really doubt that the last person who spoke to me was from that department. I think the first person just passed the phone to a colleague and said he was from the Loyalty department. He spoke so fast, I could not always understand him.

I am sending a copy of this complaint to the MarketPlace television show for them to look into the situation.

Our flight back from Antiqua - WG117 Antigua (ANU) Toronto (YYZ) November 30, 2018 16:10 20:35, was extensively delayed (arrived in Toronto at 11:35). There was no explanation for this delay. when I got on the plane, one of the flight attendants said it was a crew scheduling issue?

Not sure if this is correct, but the delay caused significant hardship on us, and it was worsened by the almost non existent communication.

I would like some form of compensation for the inconvenience.

My email is [protected]@louisisabella.ca and I can be reached at [protected].

Thank you