Reviews

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

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Sunwing Vacations Inc has 7 locations, listed below.

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  Sunwing Vacations Inc

  27 Fasken Dr Etobicoke, ON M9W 1K6

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  Sunwing Vacations Inc

  15957 84 Ave Surrey, BC V4N 0W7

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  SellOffVacations.com

  843 Red River Road Thunder Bay, ON P7B 1K3

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  Sunwing Vacations Inc

  7785 Cote-De-Liesse Quest Saint-Laurent, QC H4T 1G3

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  SellOffVacations.com

  559 8th Street Unit 1 Brandon, MB R7A 3X8

Review Details

• Review fromAnne L

  Date: 08/08/2024

  1 star

  Anne L

  Date: 08/08/2024

  I booked a vacation for my family of 4 ******** ******** * ***** **** *** * *** ****
  - My flight was scheduled for July 27 @16:45
  - 1st Delay to 21:45 that same day (5 hours later) for staffing issues
  - 2nd Delay to 08:00 on July 28 (one day later) for safety issues
  Although I can appreciate that the second delay was due to safety, the first delay was due to staffing issues which is unacceptable and within the control of Sunwing. We spent over 5 hours at the airport just waiting with one delay after another.
  To make matters worse:
  - After we were offloaded from the unsafe flight, we were required to wait for our luggage which took over an hour
  - After retrieving our luggage we were required to wait in line for another 1.5 hours in order to get a taxi voucher. By the time we got home, it was almost 1am.
  - We were required to be back to the airport the following morning by 4:30 am (per your employees). This meant that we got 3 hours of sleep (at most).
  - We finally got on the flight but upon arrival at the hotel at around 3pm, we were advised that they could not find our room booking. This was strange since I would have expected Sunwing to have advised the hotel of this delay since we purchased a vacation PACKAGE. It was another 2 hours until we were situated in rooms.
  As you can tell from the above, our first (but really second day of vacation) was a complete write-off. We were sleep deprived, tired, stressed and in foul moods. Keeping in mind that we went through all of this with 2 young children. We were so exhausted by the time we were in our rooms, that we just slept. That is 2 days of vacation gone.
  After all of this, Sunwing's response was: Sorry, nothing can be done for you. Had the flight not been delayed in the first place due to lack of staff, we would have found out at 4pm that there were issues and things would never have been as awful as they were. They DO NOT take responsibility for their issues at all.

  Sunwing Vacations Inc

  Date: 22/08/2024

  Dear ****,
  Thank you for contacting us through the BBB. It is always disappointing when our customers are less than satisfied with our services. We understand how disappointing and frustrating flight delays are for our customers. We see that you have been in communication with a Resolution Agent. We encourage you to continue to communicate with the Agent with any outstanding concerns and submit receipts for any outstanding expenses incurred during the flight delays as requested.
  Thank you.
  Sincerely, Sunwing Vacations

• Review fromDavis H

  Date: 07/08/2024

  1 star
  I have booked a flight for two vacation package. Paid over $2200 each person for flight and hotel. They did not allow us to sit together. We could not book online to reserve seats even with the 24 hr window keeps showing error. I had called customer service twice and they said to just check in at the airlines. At the airlines upon checkin they have said no seats available if you want to sit together you’d have to pay $65 each so over $130 just to sit together. They refused to help us. They made an excuse that we can’t checkin with an international passport online. They tell you to checkin at the airlines to reserve seats. When you arrive there they say you cannot sit together and force you to pay extra. What kind of service is this. I have used *** ****** and *** ****** and they have allowed us to checkin in online. I am very disappointed in SUNWING I don’t think I will ever book with them again. The way they treat us, even the manager there was not willing to help us.

• Review fromRosa M

  Date: 06/08/2024

  1 star

  Rosa M

  Date: 06/08/2024

  ***** ******* ********** ** * ***** ***** * ***** **** ****** * ****** We booked an all inclusive adult only resort vacation to Cancun. We were informed less than 6 hours before our flight would be delayed and they were looking into the reason for the delay. We booked our short trip based on the early arrival and late departure so we would have 5 full days. Due to the 14 hour flight delay, we lost a full day at the resort. We immediately called Sunwing and were advised to fill out complaint forms. After filling out 3 forms later and trying to be directed to the appropriate customer service department, Sunwing simply gave an apology. That is all ...an apology. Absolutely not acceptable. They take no responsibility for the delay and refuse to abide by the compensation outlined in the Canadian Transportation Acency:
  Large airlines must pay:
  $400 if the passenger arrives three or more hours late, but less than six hours;
  $700 if the passenger arrives six or more hours late, but less than nine hours; and
  $1,000 if the passenger arrives nine or more hours late.
  They will try to find loopholes to avoid this and take no responsibility at all. Also, they have yet to address the full day loss at the resort. A simple apology does not compensate for the stress, loss of vacation time, and time spent trying to resolve the situation. There explanation for the delay was due to a technical defect?? What does that entail. There were several flights by Sunwing that were delayed or cancelled that day. Were they all technical defects? The Captain on the flight apologied for the delay and said he was only called a few hours before to fly the plane. So does technical defect mean staffing issues on Sunwings part? We plan to continue to seek rightful compensation from Sunwing that we are entitled and will not accept a simple apology!

  Sunwing Vacations Inc

  Date: 21/08/2024

  Dear ****,
  Thank you for contacting us through the BBB. We understand how frustrating flight delays are for our customers. Airlines are faced with various operational challenges that can cause a flight to be delayed and do put all efforts forward to avoid and or minimize such delays. Please continue to communicate directly with the airline with any outstanding questions you may have.
  Sincerely,
  Sunwing Vacations

• Review fromSara S

  Date: 03/08/2024

  1 star

  Sara S

  Date: 03/08/2024

  I'm writing to express my profound disappointment & frustration regarding the service I received concerning my recent booking with Sunwing. On July 16, I booked a family vacation through your company & received confirmation along with an invoice. My credit card was charged on July 17, without any issues. However, just two days before our scheduled departure, I received an email from your fraud dept indicating that there were concerns about potential fraud. According to the email, your department had contacted my bank, which allegedly could not match my information on file, resulting in the cancellation of my trip. Upon contacting my bank, I was informed that they had no record of any contact from Sunwing & confirmed that the payment had been processed successfully. It was also noted that my bank account details had not changed & that my information had been consistent over the past decade. This leads me to question the validity of the fraud concerns raised by Sunwing. Additionally, I found out that the hotel I had booked was no longer available when I attempted to rebook. This raises the possibility that my booking may have been cancelled due to overbooking or some other internal issue within Sunwing, rather than any legitimate fraud concerns. I have sent an email inquiring about the specific reasons behind your suspicion and requested the contact details of the bank agent whom your department allegedly spoke with. To date, I have received no response. Given the circumstances, I am seeking immediate clarification on the following: The specific reasons that led to the suspicion of fraud & the evidence supporting this claim. The contact information of the bank representative who was allegedly consulted. The cancellation of our trip has caused significant inconvenience to my family. We had meticulously planned time off from work & made numerous arrangements around this trip. The sudden cancellation has disrupted our plans & caused considerable stress & frustration.

  Sunwing Vacations Inc

  Date: 08/08/2024

  Dear ****,
  Thank you for contacting us through the BBB. We have sent a message to the appropriate team to ensure that you are contacted to have your concerns addressed asap. Thank you for your continued patience and cooperation.
  Sincerely,
  Sunwing Vacations

• Review fromR. M.

  Date: 03/08/2024

  1 star

  R. M.

  Date: 03/08/2024

  *** *** *** ******** ** * *** *** ** *** *** ** ** ***** * **** It is an absolute ******** for Sunwing Vacations to call what we had, a deluxe vacation! For the money I spent it is shocking how bad the ***** ******** ****** was and how **** and obnoxious the front desk staff were. We were to have rooms on the same floor with ocean views and when we arrived that was not the case! When we tried to talk to them about it they refused to listen and just walked away! We persisted and finally got moved but the staff were not happy and refused contact with us after that. The rooms were NOT air conditioned because it did not work and our rooms were never below 25 degrees Celsius the entire time. No option for food except buffet for every single meal even though you advertise 3 or 4 restaurants! None were open the entire trip. Safe not working, only one elevator working, key cards for doors failed, bathroom door handle falling apart, shower head spraying water out the side. I could go on bit it would never end! I would like a response about how you plan to make this mess better and ensure you are not advertising this place as a deluxe vacation! I paid a huge amount to end up in a dive.

  Sunwing Vacations Inc

  Date: 06/08/2024

  Dear *******,
  We truly are sorry to read of your disappointment. This truly is not indicative of the service we aim to provide to our customers. Please open a case by visiting ************** clicking on Contact Us. The appropriate team will look into your concerns with the hotel supplier.
  Sincerely, Sunwing Vacations

  R. M.

  Date: 06/08/2024

  I have gone and opened a case with Sunwing in the hopes that something concrete will be done about this hotel. It was the biggest disappointment of my vacationing time I have ever had.

• Review fromF.L

  Date: 24/07/2024

  1 star

  F.L

  Date: 24/07/2024

  ***** ******* ***** worst service, worst customer service ever. We used it for the first time in December 2023, never again. **** **** **** **** ******* ** *** *****

  Sunwing Vacations Inc

  Date: 30/07/2024

  Dear *******,
  We are very sorry to receive your review. If you would like to provide us with your booking and or the reason for your upset, we would be happy to have someone contact you directly.
  Sincerely,
  Sunwing Vacations

  F.L

  Date: 31/08/2024

  Dear Sunwing Customer Service,
  I am writing to formally express my dissatisfaction with the vacation experience we had at the **** ***** ******* **** ********* ** **** ***** Cuba, from December 27, 2023, to January 3, 2024. Unfortunately, several significant issues during our stay severely impacted our overall enjoyment and comfort.
  Firstly, the hotel had a severe lack of food options. The buffet bins were frequently empty, leaving us with very few choices for meals. Additionally, there was a shortage of basic drink options, including mineral water and sodas, which greatly diminished the quality of our stay.
  Secondly, we experienced a persistent problem with the hot water supply in our room. For more than half of our vacation (4 days), there was no hot water available for showers. This lack of a basic amenity was extremely inconvenient and unacceptable for a resort of this standard.
  Given these substantial inconveniences and the poor quality of service, I am requesting a refund of 50% of the total cost of our vacation. This compensation is a fair reflection of the distress and discomfort we experienced, and the failure to provide the services promised in our booking.
  I trust you will handle this matter with the urgency it deserves and look forward to a prompt response. Please contact me at ************  to discuss this matter further.
  Thank you for your attention to this issue.

• Review fromCccher Y

  Date: 15/06/2024

  1 star
  Terrible customer support oversea and
  Toronto. *** ******** **** * ********* **** ******* ** ** ******* *** **** *** ***** **** ********* ** ** **** *** ******** ** ** *** ***** **** *** ******* ***** The local sunwing rep made me sign the form and never refund me the amount that was written on the form he presented me. ******* **** ***** ** ******* **** ******* ****** ***** ****** **** **** *** *********** *************

• Review fromSherry B

  Date: 07/05/2024

  1 star

  Sherry B

  Date: 07/05/2024

  Worst Vacation ever!!!! I have submitted a complaint and have not received any feedback from Sunwing, they have the worst Customer Service ever, we were left stranded at our resort due to a flight delay of over 7 hours, and we were told to find our own way to the Airport ** * *** ***** *******. From the start this was a terrible experience, we booked an ADULT-only resort only to arrive to find out if was not an ADULT-only resort, it had an ADULT section!!! Our accommodations were not in the ADULT section, we were placed in the Family side, ** ** *** ****** ** ******** **** **** ** ***** **** ******* *** ***. I have called Sunwing continuously and gotten no results, I have sent emails which go unanswered, this trip cost us over 6000 dollars and it was our first vacation in over 10 years and it was the worst experience ever..****** ******! Once they have your money you are on your own, there were no Reps at the airport upon arrival and no Reps at the resort, when I asked why Sunwing's reply was WELL WE Can't have someone at every resort??? **** ***** Totally unacceptable service!

  Sunwing Vacations Inc

  Date: 21/05/2024

  Dear ******,
  We apologize for the delay that it is taking for our Post Travel Team to respond to your complaint. They are experiencing higher volumes of complaints at this time. To make a claim for compensation specifically for the flight delay please visit https://********************************************** you will receive an automatic response as to whether the flight delay is eligible for compensation.
  Thank you.

• Review fromGeorge C

  Date: 05/05/2024

  1 star

  George C

  Date: 05/05/2024

  Sunwing was accidently paid $50.00 for extra carry ons and when I wrote to sunwing-cares I waited for the reply and did not get one I then wrote again to get an update and they once again ignored my message. I called on the phone and was told the only way i could resolve this issue was to write in like I did. NOW WHAT? I just want what is mine, errors happen however it does not allow Sunwing to keep my money.

  Sunwing Vacations Inc

  Date: 21/05/2024

  Dear ******,
  We apologize for the delay it is taking our Post Travel Team to respond. They are experiencing higher volumes at this time. If you were incorrectly charged, a refund will be provided. We ask for your continued patience and understanding at this time.
  Sincerely.

• Review fromElvira M

  Date: 26/04/2024

  1 star

  Elvira M

  Date: 26/04/2024

  Our flight was delayed for 6 hours. I tried to claim to get the compensation, but the option didn't work. I made the complaint ********* 3 weeks ago and nobody contacted me. The claim department has no option to be reached on a phone, online only.

  Sunwing Vacations Inc

  Date: 21/05/2024

  Dear ******,
  We acknowledge receipt of your complaint opened on April 8, 2024. We apologize for the delay however due to the busy winter season, our Post Travel Team is experiencing higher volume than normal. If you are making a claim for compensation for the flight delay specific please visit https:************************************************
  You will receive an automatic response whether your flight delay is eligible for compensation.
  Thank you.