Business Profile
Tour Operators
Sunwing Vacations IncHeadquarters
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Reviews
This profile includes reviews for Sunwing Vacations Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
1.24/5 stars
Average of 123 Customer Reviews
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Review fromJohn K
Date: 01/12/2022
1 starJohn K
Date: 01/12/2022
BRUTAL EXPERIENCE on our Nov 4/22 vacation.
300+ people in line at airport, no assistance or help from anyone on directions on which lineup we supposed to be in ... advised we were in wrong line after 1-1/2 hrs. Then went to end of a 200 person line. 31/2 hrs wait so far. Worried would not make departure time, was advised not to worry, a lot of people in the same situation, flight would not leave without us. By this time a lot of very angry people around me.
Flight was to depart Nov 4/22 at 440pm- then changed to 7pm - then changed to the next day, nov5, at 615am. No affrodable accomadations near airlport so we drove home.
Departure on nov 5 supposed to be at 615am, changed to 9:15, changed to 10:15 then again to 10:56. Finally left with one day of vacation lost.
Reason given for flight delays was lack of pilots as they had flown too many hours. I requested compensation for the one vacation day lost. Was advised NO compensation per Sunwing emails from their Customer Service site who advised issues were out of their control. PARDON??? **** * **** ** *****...if a company cannot schedule their personal to fulfill commitments to their customers.they don't deserve to stay or even be in business.
Neither myself or the 19 other people I was traveling with or their families will ever use Sunwing again.
I* *** *** **** ******** ** ******* **** ******** ********** ** *** ****** *** *** ***** ******** ***** **** ***** ***** *** Worst experience ever, and I fly a lot.
***** **** * ** ** ***** *** ****Sunwing Vacations Inc
Date: 19/03/2023
We are very sorry to read of your upset.
In November, at the time of your travel, Sunwing Airlines' flight operation was impacted severly when the third-party provider ********’s flight planning system was shut down due to a cyber incident.
The airline did do everything possible to get passengers to their destinations or on their return flights home. This included working with alternate carriers to sub-charter aircraft, providing meal vouchers to those with impacted flights, and arranging hotel accommodations and airport transfers for our customers in destination with overnight delays. This is in addition to posting daily updates on our website and *******, while simultaneously making best efforts to reach out directly to those Sunwing customers with impacted flights.
We can see on file that you have been communicating with a Post Travel Coordinator and a refund has been processed. If you have any questions regarding the refund, please communicate with her.
We apologize for the impact the delay had on your holiday and hope that within due time you will travel again with us in the future.
Sincerely,
Sunwing VacationsReview fromJeff V
Date: 19/11/2022
1 starJeff V
Date: 19/11/2022
The resort we went to in Punta Cana was great (our third time back there). The portions of the trip affected by Sunwing were not great. On our way out, we arrived at the airport 3.5 hours ahead of departure so we could check in and relax in one of the airport lounges prior to departure. Upon arrival, we were informed that the flight was delayed 8 hours. We did not receive any prior notification before arriving at the airport. Had we known, we could have made different arrangements. They gave us a food voucher for $20 and said we could not check our bags in for another 8 hours. They did offer to have someone drive us home and bring us back later but living 2 hours away, this did not make sense. We ended up wandering around for 8 hours until we could check in. We should have been at our resort by 8:30 pm but did not arrive until the next morning, essentially losing a day of our vacation. On the way back, there was a 30 minute delay which is pretty much expected anymore. Once we arrived back in Toronto, we had a 1.5 hour delay in getting our luggage which they said was due to a manpower shortage. We have flown with Sunwing before and experienced similar issues. We had not flown with them for many years and thought we would try again. Bad idea, worse than before. And zero compensation because they were able to blame the issue on their third party logistics operator. Nice to have no accountability, yet keep all of our money. ** * ****** ***** ** ** *** *** **** *** ****** *** **** ******** **** *** *** **** *******Sunwing Vacations Inc
Date: 03/03/2023
Thank you for contacting us through the Better Business Bureau.
It is always a great concern to us when our customers return less than satisfied with their holiday.
We understand how frustrating flight delays are and will ensure that your comments are shared with the appropriate departments.
Sincerely,
Sunwing VacationsReview fromMari L
Date: 18/11/2022
1 starMari L
Date: 18/11/2022
***** **** **** ******* *********. We were booked Nov5th - 15TH to attend our daughters wedding at the ****** **** in Mexico. Our outgoing flight was delayed several times, finally departing 25hours later on Nov 6th. We lost one entire day of our paid vacation, with no compensation for the flight delay, OR the loss of 1 night stay at the resort! Plus we lost another 4 hours at the end of our vacation trying to track down someone who could confirm a shuttle to return us to the airport (part of the all-inclusive package) as Sunwing has NO representation at the resort. T*** ******* *** ****** * **** ** *** ********* **** ***** **** ***** ** **** ********** **** **** *** ** ******* *** ******.
They say the flight delay was caused by something outside of their control - our pilot told us they were hacked - yet something very similar happened to them last Apr/May - causing more flight delays. Sounds like they were aware of a problem yet are still getting away with it.Sunwing Vacations Inc
Date: 03/03/2023
Dear ****,
We are very sorry to read of your comments and hope that within due time you will provide us with another opportunity to service your travel needs.
Sincerely,
Sunwing VacationsReview fromDanny M
Date: 09/11/2022
1 starDanny M
Date: 09/11/2022
***** spoke to SACHA *** **** about cancelling our trip, she just **** about the whole fee and money back, so when I called back the next day to speak to her ******** colleague who kept me on the phone for over 30 mins!!! Told me a whole different story.
Do your self a favour and run don't look back get off their site and save yourself grief.Sunwing Vacations Inc
Date: 07/02/2023
Dear *****,
We are very sorry to read of your upset. If you can provide us with your booking number, we can have someone internally review your file again.
Thank you.Bureau Response
Date: 07/02/2023
here is the voucher number I am looking to get refunded *********.Review fromAshley S.
Date: 05/11/2022
1 starAshley S.
Date: 05/11/2022
Sunwing Vacations does not abide by their own international tariff. Not sure how they can get away with this...Sunwing Vacations Inc
Date: 07/02/2023
Sunwing Vacations is a tour operator and as such does not file tariffs similar to airlines. When booking a vacation package the terms and conditions are the binding contract that you enter into.Review fromnesh s
Date: 21/09/2022
1 starnesh s
Date: 21/09/2022
I booked my Vacation with Sunwing. Paid in full and received my schedule and timing. just before my departure date arrives, they change my timing without asking me. i was working that day and now i have to take unpaid day off. they did not apologies and refuse to cancel and refund my money. they says their website have terms and condition and they can do according to their wish.
Never booking with them again.Sunwing Vacations Inc
Date: 02/11/2022
We understand how flight schedule changes can be upsetting however they are a reality in the travel industry. We do counsel our customers on these types of changes through the terms and conditions. We do apologize and hope that within due time you will reconsider and travel again with us in the future.Review fromA. D.
Date: 07/09/2022
1 starA. D.
Date: 07/09/2022
Before entering the airplane, they check your ID, boarding pass and ask to take off the mask. I was the last one entering the airplane, on the phone with my mother entering the airplane, mask was on my face lower than nose. Stewardess said - sir your mask, I answered "OK" and turn back, trying to put mask back with a phone in my hand and luggage in the other hand, stewardess grabbed my hand, I am trying to say "BYE" to my mother but stewardess keep repeating SIR, SIR, SIR, it was no more then 2 seconds of time for me to end up the conversation, I was just ONE step inside the airplane, just came in. I said right away - "You have no right to grab my hand" my mask was on my face already and I looked at her and she said that she can grab my hand! I said that I have rights and she told me to go out of the airplane for a small talk, I said ok and I guess that was my mistake... outside the airplane stewardess said that if she ORDERS me I need to do it! Not lying, she said - "I order, you do"! I said that she cannot order me because I have rights (I'm not a slave, she could say at least request or require but not ORDER), she said that in the airplane its a private property and I have to do what they say there. In general I agree but I will not accept such * **** *** ************** attitude of a service worker. What right this stewardess has to touch me? And it wasn't just a touch, she grabbed my hand heavily! I said that I will complain and asked her name, right after that she said - "You are OUT of this flight" didn't tell me her name, quickly jumped back to the airplane and started to yell airport worker to stop my check in bags, few other people came in and told me - "SIR, YOU HAVE TO STAY HERE" and I was shocked! If this stewardess was confident in her actions then why she didn't tell me her name? I said that I will complain and I have a full right to complain if I don't like the service! **** ** ****** *** ************** *** **** ******* **** **** ** ********Sunwing Vacations Inc
Date: 18/10/2022
Dear Mr. *******,
Thank you for contacting us through the BBB.
Our partner Sunwing Airlines seeks to always provide its passengers with a safe and enjoyable travel experience, the safety of its passengers and crew members being of the utmost importance. The airline has had many measures in place over the past few years to ensure the health and safety of passengers. These measures were all in compliance with the rules, measures and guidelines outlined by the Government of Canada and Transport Canada to help prevent the spread of COVID-19. These measures included a mandatory mask policy per Transport Canada regulations which requires that all passengers wear their mask over their nose and mouth when entering the cabin and throughout the flight.
Sincerely,
Sunwing VacationsA. D.
Date: 19/10/2022
**** *** *** ***** *** **** ******* ** * ****** **** ** ** ****** **** ** *********** ********* * **************************************************************************************** Here is what representative of Sunwing Airlines said - Based on the Inflight crew report, you were explained why the flight attendant touched you, which
was to get your attention, and you were asked again, multiple times, to put your mask on, to which
you would have responded something to the effect that you can do what you want while continuing to
walk towards the cabin, your mask under your chin and refusing to comply to cabin crew direction.
****** ******** **** *******! I didn't walk anywhere, mask was on my face as soon as I have entered the airplane, I was not explained why your flight attendant grabbed my elbow from the back *** *** *** ***** ******** **** ************** ********** I was kicked out of the flight just for saying that she cannot touch customers like that and asked her name saying that I will complain! Other passengers from the 1st seats in the airplane have seen everything!!!!
******* ******** ** * ***** ******* **** ** ******** ******* I don't understand how this company is still in the business in Canada!!!Review fromBrad B
Date: 12/08/2022
5 starsBrad B
Date: 12/08/2022
Great airline nice brand new 737 max. They take care of their passengers! Would definitely be flying with them in the future.Sunwing Vacations Inc
Date: 20/09/2022
Thank you so much for taking the time to let us know.
We look forwarding to welcoming you onboard again in the near future.
All the best and safe travels!
Sunwing VacationsReview fromYvonne S
Date: 30/07/2022
1 starYvonne S
Date: 30/07/2022
5 of us were booked on July 18th, 2022 for an all-inclusive trip to Varadero. We were notified of our 1st 18 hour delay, only to get to the airport and be delayed for another 2 hours followed by another 30 mins. delay. We flew to Calgary and were supposed to fly from there to Varadero. Then we were notified that the pilot did not have enough flying hours to fly to Varadero so we were being flown to Toronto.. We eventually arrived at our resort over a day later. We are being offered $500 cash or $700 voucher but this does not compensate us for the inconvenience or the loss of one day at our all-inclusive resort, plus over 12 hours sitting on the plane. I have written to Sunwing requesting a better settlement and hope this matter will be resolved fairly.Sunwing Vacations Inc
Date: 01/09/2022
Dear ******,
Thank you for contacting us through the BBB.
We are very sorry to read of your experience on your recent holiday with Sunwing.
We can see that you have opened a file with our Post Travel Team and they will respond to you in due time. We apologize for the delay in responding to your complaint, however they are experiencing higher volume of files at this time.
Sincerely,
Sunwing VacationsReview fromSteve R
Date: 19/07/2022
1 starSteve R
Date: 19/07/2022
We were on vacation in Cuba and purchased 4 duty free bottles from Sunwing to be provided to us on the way home. The flight attended gave us 3 and said that their was one missing and that we wouldn't be charged on our credit card. It turns out we were charged for 4 bottles and no one at Sunwing seems to know how to rectify this situation. You sit on hold for hours, get transferred, tell your story to endless people only to get no where. They also gave our prepaid seats to someone else and it took months to get reimbursed for those. *********************Sunwing Vacations Inc
Date: 12/08/2022
Good morning Mr. ********,
The duty-free product is a third party product. A review of your complaint file to Sunwing Post Travel Customer Relations shows that you were provided with the contact information for our duty-free partners.
We regret any delay in response and your less than positive experience.
Sincerely,
Sunwing Vacations
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