Sunwing Travel Group
Reviews and Complaints

Flight from Toronto to Montego Bay WG 732

There were multiple issues throughout my vacation from the very start to the very end which I will summarize. And I am sure you will have many complaints from different people about these issues.
Delayed flight WG 732 with no instruction as to why, which was a group booking for a wedding in which I paid extra for. A 230pm flight that was delayed until 4pm. Bride had to push back our welcome party for the wedding guests from 8pm until 10pm as the resort would not allow her to switch the date.
We didnt end up leaving the airport on that flight until 5pm instead of 4pm. And then we were told that we were also adding a stop in Cuba to deliver parts for another plane and to refuel. Because we were another hour late leaving and with the added stop over, we missed the welcome party for the wedding guests entirely as we did not reach the resort until 11pm and had to complete check in.

Not only was the flight extremely late carrying a group of 40 plus people for a wedding, but on the flight to our jamaican destination the crew ran out of all meal entrees and only had one snack option left for multiple rows of people. After we had just been at the airport and delayed for hours with an extra layover .. zero options for food is completely unacceptable.

Because of this inconvenience we received a coupon for 50$ off our next flight which is
useless as I will never be flying with sunwing again. And when I mentioned this to the sunwing rep at the hotel he would not allow our wedding group to use it towards the excursion that we booked through him for 25 people. The sunwing rep at the hotel was extremely unhelpful. He also did not update the flight page in the sunwing book at the hotel until Tuesday which made everyone very confused thinking our flight times had changed. We had to keep going back to check the book as he was not at the desk the first couple times we went to confirm the flight home times for WG 733.

On the flight home to Toronto there were no TVs for any entertainment.. on a 4 hour and 10 minute flight. The flight attendants said that our sunwing rep should have warned us about that so that we could have downloaded media but he did not do this. He did not prewarn any of our 40+ group about this.
Needless to say I will never be flying with sunwing again.

I was quite upset with the service when I arrived in Cuba, the hotel staff were incredible rude and very disrespectful. When I would ask simple answers I would receive the wrong answer along with the staff members yelling at me in Spanish.

When I was dropped off they had said that my representative would be at the hotel for 12 PM the next day to debrief my trip and let me know the details of my returning flight. The next day I wanted in the lobby for an hour before I called and even the representative at sunwing that helped me was incredible rude. After going back in forth with her I was finally able to talk to my representative who said that she had not been scheduled to meet with me at that hotel today, when I had said that her name and this date and time were on the card she said that she was unaware of this.

I was furious as I was only in Cuba for 3 days and had wasted my morning waiting for her when I could have been doing other things or going on other tours.

Next, when I had talked to the concierge about my late check out the kept saying I did not have a late check out even though I had explained to them that I had arranged for a late check out. They argued with me and kept insisting that I did not have a late check out until I asked them to call a sunwing representative. Once they had spoke to the rep, they gave me back my key card.

My flight was also delayed by 5 hours and kept being delayed without any notice.

Lastly, when I came back I noticed that there had been a credit on my account of 172.82 dollars as I had changed my booking before travelling. The representative that I spoke to before travelling said that Sunwing would give me a refund, however when I called about the refund today the sunwing representative ( her name Rawana) said that Sunwing does not give refunds.

All in all i would say this has hands down been the worst travel experience I have ever had and I would NEVER recommend Sunwing to ANYONE. I would rather pay the extra then go through all this.

If I could have someone contact me ASAP about the credit on my account that would be great.

On Sunday Oct 14 I called Sunwing ro purchase four flights from Regina to huatulco in January. I was only able to purchase three seats but was told they would put in a request for one more flight to be realised. I was informed I would be contacted in 24 to 48 hours. So Tuesday I still ad not heard anything. I called again. This time I was told that no request had been made. So I requested again. This time I was given a request number. So I waited the 48 hours again. Nothing. I called in and was told this request was not possible. In my conversation with the rep she hung up on me. So I called back and asked to speak to a supervisor. I was put on hold for what felt like 10 min. The rep came back on and said no one was available. But would try again. She tried again then came back and told me no one could talk to me. She would though check if any flights were available. I was told no. I was also told I had been sent an email to decline my request. I have yet to receive this email. On the sight I can book a flight from the 15 to the 22 and the 22 to the 29 but not for the two weeks. Hmmmmmm. So here is my dilemma. We have five flights booked at 1135 + each and I have to cancel so that we can all go on a holiday. I thought that maybe sunwing could be of a bit of assistance but I know realize I am very mistaken.

To who ever screwed up our trip,

We arrived October 4th at 3:00pm, arrived at the hotel around 4:30pm.

We approached the check in booth of sunwing table that was set up towards the back of the lobby. We showed of papers and he said we weren't supposed to be at this hotel (Riu Playa Blanca Hotel). They then called over a sunwing rep who told us (Me and my 15 year old daughter) that we were at the Playa Blanca Resort next door. I insisted on telling them that they were wrong and that I had booked the Riu. I tried to use the sunwing app to call someone but it did not work. I had to call you (sunwing) on my cell phone. They then proceeded to tell me that I had made a mistake. They then told me to hold as they listened over my phone call that was previously recorded. I waited on the phone for over two hours. By the time they got back to me they told me that they could not find my phone call to be able to know if I had made the mistake or not. I insisted either they put us at the right hotel or get us a plane out of Panama. It was the first time traveling with a child by myself and Sunwing made it like hell . The hotel called a cab for us to send us over to the other hotel. (Playa Blanca Resort)

We went to another hotel and they then told us that we had no room with our names on it and that we needed to wait. After 30 minutes of me and my daughter crying in their lobby a man came to us saying he was the manager of Sunwing (Daniel) here in Playa Blanca and told us that we were in the Town Center Suites. It took an hour for us just to get in the room we supposedly had "booked". My daughter asked the bartender if she could have a drink and he handed her a price list. We had booked an all-inclusive. The drinks had to be paid for the food had to be paid for and there was no water in the supposedly"worlds largest pool". Which was the only pool. The next morning we woke up at 7:00am because that's what we were told from Daniel, that someone would meet us there in the morning from 7-10am we walked over to the Sunwing rap ( Christian). He proceeded to read emails and tell me that we needed to pay over $550 and it went down to over $450 to be able to be put into the Riu Hotel. I insisted that I was not going to pay it. We waited another 5 hours. Around 12:00 the price went from 450 to $160 (that I had put in the hotel that I originally asked for). I agreed to pay the money to be able to get me and my child to the hotel we ask for (Riu). So I Payed for a cab to get back to the original (Riu Playa Blanca Hotel) where then they knew who we were. But could not have our rooms until after 3:30pm. None of this had to happen if the phone call was found and listen to properly or if the rep on the phone had heard me properly. I kept saying Riu Playa Blanca to which she said "the airport" but the airpost name is "Rio Hato Playa Blanca", and kept saying we want the Riu. I know the mistake was made on your part, the phone call must have been found and listen to. I don't know why Sunwing did not step up and take the responsibility then.

Once we finally got to the right hotel it was the starting of the weekend. We had requested a double bed for me and my daughter to sleep in our own. But they had told us their was now room available with them. We soon heared that over 150 locals had entered the resort for the weekend and that was why we couldn't have a double bed, but to check back on Monday. If we had checked in at the right time we would have had the correct room from the start. Once this big group of people showed up the staff only spoke Spanish and only catered to them. They took over the whole hotel.

So let's talk about the last day now.
On Oct 11 we left the hotel around 12:00pm on the bus. We arrived at the airport and check in, waited the time we were supposed to. As the time slowly approached the rain started to come down very very hard. I ask if the plan was still to take off on time they said yes. We boarded the plane mins 30 late. After our original time. Half of us boarded and sat on the plane as the rain got harder, for 2 hours well the other half had been stopped in the airport. After they finally had told us a little bit of information, the crew being in the dark as well, the half that was on the plane went back into the airport. That was when the chaos started. People were hungry and wet from the rain, we wanted to know what was going on but it staff in panama was so unorganized that we didn't know what was gonna happen for hours. But the plane crew got to leave right away. After time spent waiting, locked in the airport. They announced that a bus for 40 people was coming, but there was over 2oo of us. When if finally showed up people started running. It was so unorganized that when I asked when the second one was coming, they told me they were just using the same bus. It was about half a hour later that they finally called the next group. By the time we got back the hotel it was 8:30pm. We spent 8 and a half hours in that airport with no progress. Hunger, tired. When we got back to the hotel we ate some food, went to our room and went to sleep. We were told that we had to be to buses by 4:15am the next morning. Instead of 4:15am they started loading the bus at 3:40am. As we sat on the bus our air brake gave away started rolling back. A brave passenger on the bus 3 seats back had to jump to his feet and step on the brakes to then push the emergency brake back down. It was only a few minutes later the bus driver came back to see what was wrong. By the time we got to the airport customs staff was not there until 6:00am our flight was supposed to be for at 7:00am. So it took hours to get the the whole process that we had gone through the day before.

I just want to end with it was a nightmare the 1st day the 2nd day the 8th day and the 9th day. By the end all that all we wanted to do was go home.

I would like someone to call me I have a lot of questions that need to be answered.

Thank you for listening to me.
Jennifer R Stein

Our group of 4 women booked a trip to Cuba Cayo Coco with the Price Drop Guarantee. Sure enough, the price dropped by $140. I submitted our claim but was denied because the agent said the exact room we had booked was no longer available, therefore our claim was denied. When I submitted our claim, the exact package was available, but by the time someone received our claim, it was probably sold out. We didn't pay the usual $49 fee as it was a promo. We would have lost $50 as an administration fee had our claim been approved. So really think about whether you want to spend $49 for a price drop guarantee, because you will lose $50 right off the top.

This is now getting ridiculous, your company destroyed my suitcase,
Apr 18, 22:12 ADT
Hi Deanna, thank you for your communication. I am sorry to learn of the damages to your bag. In moving forward, please go ahead and purchase a replacement bag. Please submit to me the original receipt for the replacement bag and we will cover for the amount of $150.00cdn.
Andrene Burrell | Baggage Claims Administrator

My husband and I have been a happy Sunwing clients for over 18 years of travel. We booked a Trip to Mazatlán in February 2017 to take my father in laws ashes to Mazatlán to be spread where my mother in laws ashes were spread.. that was his dying wish. Unfortunately we had to cancel the trip as I had an horrible accident at work that left me unable to walk for over 11/2 years. I had to go to through months of rehabilitation and a pain management program and as well as get orthotics in my shoes just to be able to hobble. I only just got off of Workers Compensation .. as you are aware if you are on Workers Compensation you are not allowed to take a vacation or leave the country… my life as I have known it has ended. When I cancelled our trip they said to use Voucher 36297 for my next trip. At that time I was in so much pain and depression of having my life stop that I was totally unaware there was a time period to use it .. I was just happy to get a refund. If I had known there was a time period I would have contacted Sunwing earlier to let them know that unfortunately I was still unable to travel and if they could please extend it. My travel agent has contacted you twice on my behalf and I can not believe that Sunwing can not see that my situation is not the normal and that Sunwing does not have any compassion or sympathy for my situation. We would like to use these vouchers to rebook our trip to Mazatlán to spread my father in laws ashes.. I truly hope Sunwing has a heart and will let us fulfill my father-in-laws wishes to have his ashes spread where my mother-in-laws ashes were spread.
Sincerely Cindy and Randy Friesen

We are planning to hold a milestone birthday event at your Montego Bay (Trelawny), Jamaica resort in 2019 in which circa 150 guests will be looking to stay at your resort, flying in from all over the world. Each time we phone the hotel to speak to an event/reservation manager we keep getting passed from person to person, with no one seeming to be in a position to assist. When we finally got through to someone she too our details with a promise to email us back - that was two weeks ago - Not heard a thing.

Its almost as if the hotel is not interested in getting these bookings .

Please contact me for further details - [protected]@gmail.com

My husband and I booked an all inclusive vacation package to Cancun via Sunwing airlines. Thia was done in August 11.
We were completely prepared to fly, until I had an appointment my health care provider since I am expecting and in my second trimester. The doctor raised concerns about travelling to Cancun due to the endemic of Zika virus and its risk for the unborn baby. He asked us to confirm it with CDC. And which we did. Got the same answer from them. That it's not safe for pregnant women to travel to areas that haven't been yet cleared of zika.
We were looking forward to this special vacation for a very long time, but were not able to take even a minkr risk. As any parent would agree to.
My husband contacted the Sunwing airline to ask for their help. We didn't get a travek insurance so we knew we'll have to pay some sort of penalty.but the response from Sunwing airline, was beyond disappointing. I have no words to express how we felt at that time. They left us feeling completely hopeless. We had explained them the entire situation. Asked them about any possibility.Any at all. Refunding was highly unlikely, so we asked if we could change our destination, or get it credited to our account and go after we have our baby or anything at all. But I feel with Sunwing, it's like, once you're in it, there no way out EVEN if your life depends on it, EVEN if it's a health concern !
They give their customers absolutely no choice.how rude! How disappointing! We were saving for this vacation for so long!
Would never recommend traveling Sunwing to anyone!

Currently still stuck here at YVR airport! Flight was supposed to leave at 11:15PM. They've changed the delay time twice, now its "supposed" to leave at 7AM. NO Communication from customer service. You can't call them since they're customer service opens at 8:30 AM. Such lack of communication and disregard for customers time and money. The airline hasn't attempted any accommodations. The lounge at YVR is closed at this time currently 4:02 AM so we need to sit on hard benches and wooden chairs for hours without any updates from the company. Why does this company continue to treat customers so poorly?

ToCentral Baggage/Centrale de Bagages

Dear Tanish Ralston:

Yes, we did eventually receive our luggage...but, please forward this e-mail to the appropriate customer service department.

When we booked our vacation the flight to Puerto Plata, leaving April 8th- April 15...we were supposed to leave April 8th at 6:15 am- arrival time 10:20 am. Departure was Sunday April 15th at 11:15 am arrival time 3:34. Two weeks before our trip we heard from our travel agent that Sunwing changed our flight times to April 8th 2:15 arrival time 6:20 pm. and returning April 15th 9:40 pm arrival at Monday April 16th 1:59am. I had to lose an extra day of work and we were not happy with the changes When we returned we had flight delays because of the weather. We ended up leaving Puerto Plata at 4:00 am. arriving in Toronto at 8:20 were we sat in the plane for nearly 2 hours, which was followed by 2 hours waiting for luggage to come off the plane and then they informed us to fill out forms and our luggage will be delivered to us. We received one of our bags 2 weeks later. Thank you for not losing our bags.

The worst part happened when we were finally able to get off the plane. We were sitting in the third row and were grateful to get out quickly...but, once out there wasn't a wheel chair for my wife who required assistance. My wife and I (she was leaning on her cane and holding on to me) had to wait a long time while they tried to get a chair. She was already in pain from all the sitting on the plane and her leg had swollen up quite a bit. All the people on the plane went past us, we were not allowed to walk to the end of the tunnel to look for a chair (for insurance reasons they said). Even the captain and the airline attendant walked passed us...at least the flight attendant looked our way and said sorry. The captain didn't even give us a glance. We were the only ones alone in the tunnel waiting all that time! It was freezing...I was wearing shorts and a t-shirt as my carry-on had to be checked. Finally, a staff member came with a wheel chair. Then came all the waiting and mess with our luggage. Once we went through customs I had to buy something warm to wear for our ride home. My wife was the only one requiring assistance...it's not acceptable what we went through that morning.
Regards,
Domenico and Giuseppa Scappaticci

August 23, 2018

Gloria Drake
507 Bricker Dr.
Ft. Washington, MD 20744
[protected]@aol.com

Dear Sir or Madame:
After returning from a recent stay at one of your top-end resorts, the Royalton Negril Resort and Spa in Negril, Diamond Club, Jamaica, I am writing to express my dismay at both the conditions of the resort and the lack of professionalism and customer service that was displayed by some members of the Royalton staff. All of the factors combined turned what should have been a wonderful anniversary celebration for me and my wife into a vacation filled with problems, problems caused by Royalton not functioning as the top-rated resort I had hoped it would be.
My wife and I checked into the Negril Resort on August 14, 2018, and we discovered that the floor was filthy, the bathroom was also dirty, there were swarms of ants on the counter and the floors, and the refrigerator was not stocked with anything. After a long flight, we contacted Housekeeping and left the room, hoping that the problems would be rectified, but when we returned, we discovered that the housekeeper only marginally cleaned the floors and bathroom, and the ants were still swarming all over the room. My wife has allergies, and the insect problem was troubling, so much so that on the next day, when the ants were still abundantly parading through my room, I asked the Diamond Club front desk representative when someone would be coming down to handle the ant problem. On Thursday, we complained again, this time to the Southwest Vacation agent on site, and she called down to the Diamond Club front desk and spoke with Marissa. Marissa very rudely stated, "It is rainy season, what do they expect? Also, we have no record of them complaining about the ants." No one showed up to take care of the ants until the day before we were leaving.
In addition to those issues, I was greatly disappointed that I couldn't use my swim-out pool. My wife and I looked forward to waking up and swimming in the pool connected to our suite, but we discovered a crab and a rusty nail in the pool, and it had a film of slime on one side, so we were concerned about jumping in.
The Royalton Negril Resort is less than two years old, and yet the wear and tear is dramatic, making the stay unpleasant and unwelcoming. In addition to the concerning conditions inside my suite, when I ventured outside to the lobby, I discovered lounge furniture that was so filthy that we didn't want to sit down and enjoy the view.
In this day and time, we have so many choices, and I chose to spend my money and my anniversary celebration at Royalton. We returned from this vacation with a heavy blanket of disappointment weighing us down, and I am hoping you will offer me and my wife a credit at one of your other resorts in order to change my mind about never spending my time and money at another Royalton resort.
Thank you in advance for your time and attention to this matter.

Regards,
Gloria Drake
[protected]

Me and my girlfriend decided to book a last minute vacation through Sunwing to stay at the RIU Santa Fe in Cabo San Lucas. I am 19 years old and my girlfriend is 18 years old, it was the first time for either of us to be away from home without our families. One of our first days there we decided to have a nap in our room after a long day in the sun, this was at approximately 4pm on June 20th, 2018. When we woke up from our nap our entire hotel room had been flooded with raw untreated sewage water. Both of us had to walk through the sewage to try and get to the front desk to try and get a new room. The hotel did not give us very good customer service and it took approximately 2 hours to get into a new room, this entire time we had sewage on our legs we had not yet been able to shower off. The new room we were given was a downgrade from our previous room which we were given no compensation for. The next day we went to see our Sunwing representative who seemed to care about our experience but in the end we were just given the run around. Sunwing agents said we needed to seek compensation from the hotel and the hotel said as our contract was with sunwing we needed to seek compensation from them. The following days I became very sick and because of an underlying condition that gets flared up when sick I had to pay around $500 canadian in medical expenses. I am not trying to say I was made sick by the sewage but the doctor suggested it as a possibility. We are seeking monetary compensation for our experience because of its nature and how Sunwing staff responded.
Thank you for your time,
Jacob

I am writing to voice my concerns about the services my husband and I received while vacationing at the Royalton Blue Waters Resort in Jamaica. We arrived On Saturday July 21, 2018. Upon arriving, the resort was dealing with power outages. Due to this sporadically going on throughout the days and nights, we had no air condition, no water, or hot water when the was water was working in our room. There was no air conditioning in the dining facility due to the electric constantly going out. Every time we complained to the staff about this they would tell us they will look into this matter. We have visited other Royalton's resort in the past and haven't had an experience like this before. We dealt with very rude and slow staff service, power outages, subpar food, and the elevator inoperable most of the time during our stay. One night there was a complete black out at the resort and guest were walking around using their cellphone lights to maneuver back to their rooms. When we were in doors we were miserable, hot and sweaty due to the air conditioner not functioning properly. This is completely unacceptable for a 5 star resort to have their paying guest vacation under these conditions. We paid a lot of money for our vacation and didn't expected to have such a poor experience at this resort. I think we are entitled to some kind of credit/compensation for the inconvenience my husband and I encountered during our 6 days stay at Royalton Blue Waters Resort. We had such an amazing experience at the Royalton in Cancun, Mexico that we invited my sister and my brother in law to join us in Jamaica which turned out to be such an embarrassment and bad experience. We will not be recommending any Royalton resorts to anyone in the future and we will not be giving Royalton our business again. I will end this with that Neo and Eric who were our butlers went above and beyond to try and make our stay at the Royalton and more pleasant one giving the circumstances. They are without a doubt two of Royalton Blue Waters Crown Jewels. They are well deserving of a raise, promotion, or whatever is given for the hard work, courtesy, and professionalism that was extended to my husband and I.

Daniel Carter

Spoke with Rebecca who was not helpful. Showing a strong negative attitude

She said that unless I pay 40$ per person, there is no guarantee that my 3yr old daughter would be sitting with any of us and that sunwing doesn't not do that.
This is unacceptable, having flown with all your competitors, they preassign a seat for the child and 1 parent!
She refused to transfer me to a supervisor.

The below concerns/complaint are under my name Ramez Kolta and my family members who are sharing with me the same room only:
1. Ramez Kolta
2. Noha Youssef
3. Jason Soliman
4. Sophia Soliman

Main concerns:

1. Change flight date/time and missing two days to spend with our family whom they are coming from USA.
Our flight was initially scheduled on Jul 27 2018 in the morning and was rescheduled on Jul 28 2018 at 3:25 PM. We arrived on the 28th of JUL very late at night. The purpose of our trip was to meet my brother (Name: Soliman Naiem Soliman- under same booking number but he had to purchase the flight tickets separately from USA) his family lives in USA and I live in Canada, so we thought we can meet and get together in Mexico. In result of the flight rescheduling, our plans were changed dramatically, and we lost two days to spend with our family! Its completely inconvenient experience! The family blames Sun Wing for failing to accommodate our FAMILY plans.

2. POOR BASEMENT ROOMS!
Hard start ! The rooms that they wanted to offer us initially were basically in the basement (underground), full of mold, dirty smell, and slipping floors. We felt scam and taken advantage. We don't think these underground rooms are legally good to live in and offered to visitors who comes to the hotel for vacations. When we asked for another standard room option with some other friends (from another group), we were told there were no availability for any other rooms, and there were no manager or anyone can help tonight. We waited hours for someone to come to help with no luck. We were very disappointed, its like nightmare for everyone! its not what we expected from a RIU resort. Terrible start for a family that would like to enjoy their vacation time. Ended up that night, 1 room in 2nd floor (for my family) and the other 3 rooms in the basement (for my friends) and after all the pain and hustle, they decided the next day to change all the rooms to the 3rd floor.

3. Hotel Quality
The reception, main floors and restaurants of the hotel are with no air condition and it was too hot for specially the kids!
The pool quality was terrible in matter of maintenance. My brother's son, my friend, my friend's son got hurt from the sharp edges in the pool that was not maintained properly.

4. Customer Service Quality is very poor
At 12:00am exactly the staff are instructed to turn off the fans on you for all the people to leave even when we were still sitting with the kids and family! (NOTE: THE FAN WAS THE ONLY WAY WE KEEP OURSELF COOL INSIDE THE BUILDING OF THE HOTEL)

Ramez Kolta family blames Sun Wing for failing to accommodate our FAMILY plans and meet the overall quality experience. Attached are the old and the new flight reservations as well as the hotel reservation.

Ramez Kolta

Our baggage was damaged when we were going to cayo coco, cuba on june 26th, filled out the yellow form at the airport with the form reference number - 028629 (booking invoice - [protected]), and mentioned it to our sunwing representative (tony tony) that we cannot use it in our return flight and he told us that we could not get the suitcase in cuba and we can claim it when we get back to canada. I left the baggage at the hotel as it was not usable anymore as 2 wheels were broken, and it damaged the suitcase liner too.
I called baggage claim department and sent an email to them on july 5th upon my return and sent another follow up on july 15th. No response.

I expect at minimum a replacement for my baggage.

My travel dates were 7/12-16. As I write this complaint im still here.
Upon arrival service appeared to be great. I was met with cocktails and a place for our party to sit. 1 hour later a rep came to collect passports. 1 hour after that i was informed my daughters weren't added to my room airfare only. The hotel has a promo kids stay free. 2 hours and 380 more dollars they add my children. They gave me the island rate, they say and management offers no better solution. 1 hour after that they assigned a room.
The rooms look nothing like what was described as a luxury ocean view. It looks more like a somewhat nicely decorated motel. I didn't get the bed i wanted instead i got 2 twin beds.. and a sofa bed with a cut in it. I stop to see my concierge and they never mentioned the time share..well apparently they offer no incentives to travel agents. I will not send any clients here.

bonjour,

aujourd'hui, j'ai appeler le # sans frais pour porter plainte, l'agente (Lena) m'a donner ce site pour vous envoyer 1 lettre

je m'appelle Josette Bridy, 1585 Baie Verte Cres. Orleans/ON K1B 3J9
[protected] (cell) [protected]@rogers.com

j'ai fait 2 reservations pour Varadero july 2--9, 2018 avec Sunwing
c'etait le 1er voyage pour mon fils Frederic Bridy hors du pays

a l'hotel, Paradisius Princessa Del Mar (5 *****), le guide touristique de Sunwing nous a proposer quelques excursions. Nous avons choisi l'excursion de Havana et celle de la canne a sucre

apres avoir visiter la fabrique du sucre, on devait prendre le train ( environ 8-10kms) pour aller visiter les champs des cannes a sucre. Apres avoir attendu une 1/2 heure en plein soleil, nous sommes finalement monter dans le train. Il n'avait meme pas rouler 2-3 minutes qu'il s'est arreter. Notre guide ( Katia) est descendue voir la raison de l'arret : apres 1 hr d'attente, il y avait 1 autre train qui voulait rentrer dans cette gare et puisque c'etait 1 seule voie pour les trains, notre train a decider de reculer pour retourner au point de depart.
Alors le guide a annuler le voyage en train . nous etions decus parce qu'on avait vraiment grand envie de prendre le train

Katia nous a suggerer d' appeler Sunwing pour vous laisser savoir de cet incident: elle a dit qu'elle allait le rapporter a Sunwing aussi
Aurait-il 1 facon pour nous compenser

En attendant de vous lire, veuillez agreer mes sinceres salutations
merci d'avance

Josette

We are extremely displeased and disappointed with the service and experience with Sunwing. We paid extra 100.00 total form my husband and I to try out their elite plus after our flight was delayed by 8 hours. We were exhausted and one other the things the Elite Plus service gives is priority baggage. This did not happen. Our bags came off last and we did not receive the service that we paid for nor did they remember to tag our bags with the elite plus tickets. I feel we wasted that money and that along with their planes constantly being delayed and us having to pay an extra 25 dollars to the park and fly because the delay added another day onto our parking we will not be booking our future trips with Sunwing anymore. I have left a message with Sunwing to get a refund on the elite plus service that we did not receive. Definitely not worth the extra money.