Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Tour Operators

Sunwing Vacations Inc

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Tour Operators.

Important information

  • Customer Complaint:
    Due to the volume of complaints received, BBB is publishing the details (text) of 50% of complaints as a representative sample.

Complaints

This profile includes complaints for Sunwing Vacations Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Sunwing Vacations Inc has 7 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 190 total complaints in the last 3 years.
    • 53 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:28/03/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      To Whom It May Concern,

      I am submitting this legal claim to request a refund for the return flight portion of my vacation package from Vancouver, BC to Puerto Vallarta, Mexico, purchased on August 1, 2022, for myself and my wife, using *** ****** **** ending ****.

      Upon arrival in Mexico on December 14, 2022, we had a pleasant trip with no issues. However, when it came time for our return flight on December 21, 2022, we were informed that it had been cancelled and rescheduled for the following day. Unfortunately, this cancellation continued daily until December 27, 2022, when we were forced to make alternative travel arrangements due to a medical emergency, work commitments, and other life impacts.

      Despite waiting for seven days, the return flight portion of our vacation package was not fulfilled by ******* Airlines, and we were forced to purchase a replacement flight through ***** Airline, as evidenced by the ******** receipt.

      As a result, I am requesting a refund for the return flight portion of our vacation package, as this service was not provided by ******* Airlines. I believe that it is only fair and just for me to receive a full refund for this portion of the package.

      I hope for a swift resolution to this matter, and I thank you for your attention to this issue.

      Sincerely,
      ********

      Business Response

      Date: 01/05/2023

      The business responded to this complaint but asked that its response not be published.

      Customer Answer

      Date: 03/05/2023



      Complaint: ********

      Dear Sunwing Vacations,

      Thank you for your response regarding our flight delay complaint. While we appreciate the vouchers offered as a gesture of goodwill, we would like to request a cash refund for the unpaid portion of our tickets. We understand that we have received $500 each as compensation for the 7-day delay, however, we believe that this amount is inadequate for the inconvenience we faced. We were stranded in Mexico for seven days and both my wife and I were sick during that time because of this plan chance. It was an extremely difficult experience for us as we ran out of our daily medications and our jobs were impacted.
      We kindly ask for your reconsideration of our request for a cash refund. We look forward to your prompt response.


      Sincerely,
      ****** ********

      Business Response

      Date: 15/05/2023

      The business responded to this complaint but asked that its response not be published.

      Customer Answer

      Date: 24/05/2023



      Complaint: ********



      I am rejecting this response because: The company keeps refusing the reimbursement of the replacement flight after 7 days of consecuitive cancellation of my original flight. Aparat from that, I'm just requeting a refund for the unused portion of my itinerary which shouldn't be a that much for sunch a big company. 



      Sincerely,



      ****** ******** Ali Jazayeri

    • Initial Complaint

      Date:01/03/2023

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We are military and have a CF1 card. Sunwing refuses to apply the discount to our trip as we have already purchased the vacation and paid in full. We simply made a mistake *** **** **** ** ******* 

      Business Response

      Date: 03/03/2023

      The business responded to this complaint but asked that its response not be published.

      Customer Answer

      Date: 11/03/2023



      Complaint: ********



      I am rejecting this response because: no one has contacted me yet so I do not yet wish to close my complaint. 



      Sincerely,



      ***** ******

      Business Response

      Date: 22/03/2023

      The business responded to this complaint but asked that its response not be published.

      Customer Answer

      Date: 28/03/2023



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



      ***** ******

    • Initial Complaint

      Date:18/01/2023

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have exhausted all ordinate means of contacting Sunwing Airlines to retrieve my suitcase or know its fate. I arrived by ***** on 25th December from Cayo Coco to Toronto and after 10 hours waiting for luggage, I was asked to fill ******** ************ ****** *** ****** for a Large ******* **** Red color suitcase and was told that Airline will call me the next day. That was 21 days ago. I have made countless phone calls since, multiple times daily to Sunwing Central Baggage at *** ************ from 25th Dec 2022 and no one answers the phone. I have evidence of hundreds of my hours wasted on the phone. Only twice, I was able to leave a message but no one called me back.

      ***** ****** ********** *** ****** *** *** ** ****** *** ** *** **** **** **** ** ******* ******* *** **** **** ********** ******** * ******** *********** ******** ***** ******* **** ********* ******** ******* *** ***** 

      My Contact
      Tel *** *** **** ** ******* ***** ******** *** ****** ******** ** ************ all pertinent documents with a hope that Aviation Ministry will respond and resolve ASAP with Sunwing* ** ******* ******* *** ************** ** ************** *** **** ****** ********** ******** *********** ********

      Business Response

      Date: 18/01/2023

      The business responded to this complaint but asked that its response not be published.

    • Initial Complaint

      Date:16/12/2022

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ******** * ** * *** ********* Invoice #3 shows the full amount presented to me and paid in full for the 4 passengers on the trip. Then I get a phone call on Dec 9th and Sunwing tells me that I owe an additional $370. For what? Sunwing claims they made a mistake and charged the incorrect amount for passenger #4, however, that isn't true when you look at Invoice #3. I asked to speak to a manager and was put on hold *** ** ************ ****** ** ***** I was told the Manager would call me. They didn't call me, instead, they blocked my ability to check in to my flights until the outstanding balance was paid. If I understand correctly: their agent made a mistake in the booking price, the invoice that was presented to me was paid in full, and then they blocked my flights ** ******* *** **** ** ***** ******** ******** ******** ********* I want to be reimbursed for the additional amount charged on the 4th invoice.

      Business Response

      Date: 19/12/2022

      The business responded to this complaint but asked that its response not be published.

      Customer Answer

      Date: 19/12/2022



      Complaint: ********



      I am the individual who did all of the bookings, the payments were all completed on my credit card and, if you checked the phone calls, you would hear that all of the phone calls are with me. I handled the bookings and all changes for the passengers. 

      I have ******** a screenshot from the original booking confirmation that shows the details were sent to my ***** account. 



      Sincerely,



      ****** *******

      Business Response

      Date: 29/12/2022

      The business responded to this complaint but asked that its response not be published.

    Sunwing Vacations Inc is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.