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 fromPhil B
Date: 30/03/2024
1 starPhil B
Date: 30/03/2024
On our return flight we were not given the option to select our seats. normally this would not be a problem however my complaint is with the sunwing employees that were ****heading back to Vancouver. They selected all the window seats and aisle seats for themselves leaving ******** families separated including our family of 3. **** ** *** ********* * ***** ******** ******** ***** ******* *** ******* ****** ** *** ******* ********* *** ********** ************* ***** *** * ****** *** ***** ******** ****** **** ** ****** ***** *** *** ***** ******** *** ****** *** *** ****** *** ******* **** ** ****** ***** *** **** **** **** *** ******* *** ******* **** **** ******** ****** ***** ******* ***** **** ******** ****** ** **** **** *** ******* **** **** *********** **** ** *** **** ************ ** ** ******* ********* **** ** ************ ** * ***** ***** ** ********* **** * ****** *** ******** ** *** ******** **** ******* **** **** ** *** ** *** ****** ***** I was sitting in a center seat and I was sitting next to a sunwing pilot that took the window seat and **** ******* ** ****. He continually got up to go to the cockpit *** **** **** *** ******* over 6 times in a 6 hour flight but refused to sit in an aisle seat. he also had a huge amount of stuff with him including a full size pillow multiple containers and bags that kept falling on my lap and didn't even use the window as he had it blocked with his pillow ** *** ****** * **** *** ******* **** I would expect better behavior from * ******** *** ***** an employee of the airlineSunwing Vacations Inc
Date: 03/04/2024
Dear Mr. ********,
We sincerely apologize for your experience onboard your Sunwing Airlines' flight. This is not what we would hope for our customers to encountered.
Thank you for bringing this to our attention. We will ensure that your experience is shared with the appropriate persons.
Sincerely,
Sunwing VacationsReview fromPardis A
Date: 28/03/2024
1 starPardis A
Date: 28/03/2024
I want to express my deep disappointment with the service provided by Sunwing Airlines on March 19, 2024. My experience was distressing. On the mentioned date, I had a flight scheduled to depart from Toronto to Cuba at 7:15 am. Prior to booking my vacation package with Sunwing Airlines, I diligently reached out to Sunwing agents via phone to inquire about the travel requirements for a Canadian Refugee holding a Canadian issued refugee travel document. I specifically emphasized that I did not possess a permanent resident card and was reassured by the agents that my Canadian Refugee Travel Document would suffice for roundtrip travel to Cuba. To ensure complete clarity and compliance, I took the additional step of verifying with the Cuban Consulate in Canada via written correspondence through email. Their response affirmed that I was welcome to travel to Cuba with just the Canadian Refugee Travel Document. Satisfied with the information gathered from both Sunwing agents and the Cuban Consulate, I proceeded with my booking. However, upon arriving at the gate for check-in on the day of my flight, I was shocked to be refused boarding by the agent without any valid explanation. Despite presenting necessary documentation, including my valid Canadian Refugee Travel Document, I was denied the opportunity to board the flight. This experience not only caused significant inconvenience and distress but also resulted in financial losses associated with missed accommodation bookings and activities in Cuba. The lack of clear communication and consistency regarding travel requirements from Sunwing Airlines and its agents is deeply concerning and unacceptable. I require full compensation promptly for the incurred expenses and the distress caused by Sunwing.Sunwing Vacations Inc
Date: 03/04/2024
Dear ******,
Thank you for contacting Sunwing Vacations through the BBB. Your request for compensation must be made through the proper channel to ensure that a full investigation is completed with the appropriate parties. If you have not already done so, please go to the Contact Us page at www.sunwing.ca and open a case by clicking on Questions, Complaints or Compliments.
Thank you.Review fromTanya T.
Date: 18/03/2024
1 starTanya T.
Date: 18/03/2024
I am writing to express my extreme disappointment with the service I received during my recent experience with Sunwing. I am very dissatisfied with the way this situation was handled and the lack of accountability on the part of your business. My time, money, and effort were wasted due to the poor service provided by your several team members and managerial staff. I have made several attempts to communicate with your office regarding our booking to Cuba and have yet to receive a satisfactory resolution. We were told we could change without losing our deposit as long as it was more than 21 days from departure date. I was also told when I called Sunwing that I could change my reservation to another booking using the $500 deposit and refund the remaining $500 for now and can make changes later. Whereas we were seeing poor reviews of the resort; toilets backing up into the shower, no running water, toilets not working, etc, we decided to change. What we decided on was not available through Sunwing so we decided to look later this year or March break next year. My issue is there is nothing available with Sunwing between May 2024 and January 2025 for packages in Dominican or Mexico as well as nothing for flights to Orlando in February with departure out of Saint John, Moncton or Fredericton, NB or even Halifax, NS. I was told it could not stay on the account as credit, but how is that any different than putting it on a booking and make changes again. They told me it is not there fault if nothing is available and I would lose the deposit no exceptions. I was requesting the $500 deposit be held on account or voucher until bookings open up and the other $500 refunded. I have tried being flexible and even willing to travel to another province, but they refuse to offer any options. I have also attempted to send a message with no response. So disappointed to see such *** standards for your customers or customer service.Sunwing Vacations Inc
Date: 25/03/2024
Dear Ms. ******,
We truly are sorry to read of your disappointment with our service to date. Your review will be shared with the appropriate person(s) for coaching purposes. Flight schedules can vary from season to season including the departing cities and destinations. We see that you now have a vacation booked for February 27, 2025, although it may not have been your first choice, we are pleased to see your vacation has now been secured.
Sincerely, Sunwing Vacations.Sunwing Vacations Inc
Date: 25/03/2024
Dear Ms. ******,
We truly are sorry to read of your disappointment with our service to date. Your review will be shared with the appropriate person(s) for coaching purposes. Flight schedules can vary from season to season including the departing cities and destinations. We see that you now have a vacation booked for February 27, 2025, although it may not have been your first choice, we are pleased to see your vacation has now been secured.
Sincerely, Sunwing Vacations.Review fromS. W.
Date: 17/03/2024
1 starS. W.
Date: 17/03/2024
Some many disappointments. Traveling to ******** Cuba, ***** ******** *********. Started with flight was delayed by 5hours, Sun wing offered no compensation. (Fog delay) Arrived at room in resort at 5am. That evening we left for dinner and our room was entered and wallets and passport were stolen. Spent the next 3 days arranging emergency passports and interviews with law enforcement and cuban lawyers. With no money or i.d we had to borrow money from others guests to take the bus to the consulate. Sun wing and resort offered no alternatives. Emergency passports were approved the day we were scheduled to fly home, so another bus trip back to consulate to pick up documents and rush back to find out our flight home had a 13 hr delay. No compensation ( plane broke down) Worry free insurance does not cover any expenses during the vacation. We lost about $1500 and had didn't enjoy a single moment of this vacation.Sunwing Vacations Inc
Date: 21/03/2024
Dear Mr. *****,
We truly are sorry to read of your experience. We would kindly ask that you visit our website by clicking on the CONTACT US page to open a case which will allow a member from our Post Travel Team to assist you with any outstanding concerns or questions. Thank you for your continued patience and cooperation.
Sincerely, Sunwing VacationsS. W.
Date: 12/05/2024
Thanks for the recommendation. We used the "contact us" to open a case and we got a repy that a case has been opened. It has now been over 6 weeks and counting with no additional contact. That was your chance to prove this is a reputable company that looks after your customers. Never again sunwing. ** **** ** ***** ** **** *** *** ******* *** ****** **** this company takes zero responsibility for endorsing resorts that have ***** problems and will leave you with no solutions or compensation.Review fromC. D.
Date: 13/03/2024
1 starC. D.
Date: 13/03/2024
* ***** ***** * **** **** ****** ** ********* I have a complaint about **** *** ****** pricing through the lowest price calculator on the sunwing.ca website. I searched for a SINGLE Traveler to Cuba for ******** **** ***** in April, selected the week, got the options. went to book and got a price for 2 ppl. Top of page showed my search criteria as single traveler. Called customer service, got hung up on, 2nd rep said no way to escalate thru her. Emailed customer service thru Sunwing Cares (they don't).
This is ** ******* ******** to entice customers with one price and then charge them another. I was basically told it MY fault for not understanding the lowest price calculator is based on double occupancy????
***** ** ******* * **** **** ****** **** ** ***** ****** ******** * **** ****** *** ********** ****** How about take ownership and admit when you are wrong. Even if I was told it was a mistake on the website and that it was going to be fixed, but no.
**** ******** ********* *** ******** ******* **** *** ********* *** ****** **** *** *** **** *** **** ** ***** ** *** ******** ******** *** *** **** **** ********* * ** ** ************ **Sunwing Vacations Inc
Date: 21/03/2024
Dear Ms. ****,
Thank you for contacting us through the BBB. Your feedback and comments will be shared with the appropriate persons. Your experience is truly not indicative of the service we aim to provide to our customers.
Sincerely, Sunwing VacationsC. D.
Date: 22/03/2024
Wow, thanks for taking the time to copy and paste that answer. I'm looking for an answer to my complaint. Who are the appropriate persons, and how will they be contacting me? Also, my experience is truly not indicative of the service we aim to provide to our customers??? * **** **** ******* *** **** *** ******** ****** ** ** ***** ********** ** *** ******* *** ** *******. I really don't care what you AIM to do, you ARE NOT SUCCEEDING. I am truly not happy with your response and would like to escalate my concerns. How do I find the contact information I am looking for?Review fromIan S
Date: 01/03/2024
1 starIan S
Date: 01/03/2024
I will never fly sunwing************** again. The most expensive emergency flight out of Cuba when my wife was sick. *** ******* was 200 cheaper and *** ****** was 75 cheaper but all were full . Sunwing seats had zero padding and was the most uncomfortable ride on a plane I have ever experienced. No food except for pretzels. When we landed in Toronto we had to take a bus to the main terminal, add 20 minutes then luggage took an hour to catch up to us . **** ******* ***** ** **** ***** *** **** . Sunwing *** **** *** *** ***** *** *** **** ******* **** ***** **** **** **** ** ******* *** *****. I'm done. **** **** ** *** *** *****Sunwing Vacations Inc
Date: 05/03/2024
Dear ***,
Thank you for contacting us through the BBB. We are very sorry to read that your wife took ill while on vacation. We hope she is recovering. Thank you for taking the time to submit your review, this truly is not indicative of the service we aim to provide. The airlines services are readily available for review prior to booking on www.sunwing.ca. We understand your preference to fly with an air carrier in the main terminal however many Sunwing customers like the perk of being dropped off in the customs hall upon their return home. It saves time in the end. If you do have any outstanding concerns, we encourage you to contact our Post Travel Team by visiting www.sunwing.ca click on the CONTACT US link.
Sincerely, Sunwing Vacations.Review fromB. L.
Date: 29/02/2024
1 starB. L.
Date: 29/02/2024
Our paid Transfer to the airport was over an hour and 15 mins late causing us to have to take a cab at our expense.
We tried to call Sunwing instead of the cab for an update but good luck talking to anyone.
Filed a complaint for reimbursement 20 days ago and followed up twice. They won't even acknowledge the concern, let alone deal with it.
Horrible service!Sunwing Vacations Inc
Date: 04/03/2024
Dear Mr. ********,
During the winter season, we do ask our customers for their patience while investigating any post travel concern with the supplier, it typically takes 30 days. If you have opened a case through www.sunwing.ca please provide us with your case number and/or booking number and we will have someone contact you directly.
Sincerely, Sunwing VacationsB. L.
Date: 04/03/2024
Case #********. Booking #**SSN**.
I don't buy your initial response. When a customer complains and follows up multiple times with no response, **** ********** **** *** **** ********* that is poor customer service.
All you had to do was give me that feedback in my direct communications with Sunwing. But you completely ignored me ***** *** *** ********.
Justify it any way you want, that's terrible service.B. L.
Date: 22/03/2024
I've shockingly received no response yet. You indicated 30 days. It's been weeks past that and still zero acknowledgement of my concern.
**** ** *** ****** **** *** ******* ********* Zero concern for your customers.Review fromM. H.
Date: 26/02/2024
1 starM. H.
Date: 26/02/2024
I am a convention refugee and I have a travel document for my traveling. I wanted to travel to Cuba. Before buying the package from Sunwing, I called them and asked about my Status and my documents and they told me you have no problem.
Also, I emailed Embassy Cuba and asked them, They answered with Open work permit and Travel Document you can go to this trip and you do not have any problem. But in the airport, Sunwing because of the lack of knowledge did not let me to fly because I do not have PR card. Also, they did not refund the amount of package to me. (From 985 CAD they just paid 155)Sunwing Vacations Inc
Date: 01/03/2024
Dear ******,
Thank you for contacting us through the BBB.
The reason for your denial by the airport staff has been shared with you. Due to the sensitive nature of your file, we ask you to continue to communicate with the Post Travel Resolution Agent on your file.
Thank you for your continued cooperation.
Sincerely,
Sunwing VacationsM. H.
Date: 02/03/2024
Hi,
Thank you for your response.
Would you please guide me on how I can communicate with the Post Travel Resolution Agent?
Regards,
******Review fromC. C.
Date: 18/02/2024
1 starC. C.
Date: 18/02/2024
** * ***** *** **** ***** * *****. Their motto that they like to put out there is that Sunwing Cares - but nothing could be further from the truth. A group of my family and friends just booked an all inclusive resort vacation package through Sunwing. Unfortunately ** ****** ** *** suffered a massive heart attack the first night of our trip. ** ** ********* ** * ********* ******* **** ** **** *** ****** ** ****** ** *** *** ** ******* ****** ****** ** ****** ** **** *** **** As a result we had three flights home that were not going to be used. We asked Sunwing what could be done. ** *** * *** ****** ******* *** **** ** *** ***** ********* We asked Sunwing if we could do name changes for 2 of the unused flights home, we would even pay a change fee. They said no to that. We asked if we could change the return dates, they said no to that. They basically told us the only thing we could do is to book them new flights home with no refund or any assistance. First we got tossed around trying to figure out who we should be dealing with and then they basically told us they would do absolutely nothing to help out. Sunwing does not care about it's customers. * **** **** ******** * **** ** *** ** **** ******** ******* ******** On top of all this the Sunwing representatives at the hotel could not help with anything.Sunwing Vacations Inc
Date: 01/03/2024
Dear Ms. *****,
We are truly sorry to hear of the news of your ****** ** ***. We can only imagine the upset that you and your father have endured. Sunwing Vacations counsels their customers on the importance of travel insurance for instances like this. When booking a vacation package that is 100% non-refundable, no changes allowed, travel insurance would assist travellers when faced with medical emergencies as such. We can see that you have opened a case with our Post Travel Team, please continue to communicate with them with any outstanding questions you may have.
Sincerely, Sunwing VacationsC. C.
Date: 01/03/2024
We did, we booked your worry free travel insurance. But it's only worry free if something happens before you leave. We believe that it's incredibly bad service when you don't even consider giving us the option of a change. We were willing to pay a change fee for other family to use 2 of the return flights or change to a different, later flight for my mother and husband. Instead those 3 seats were left empty and all of our family flew home on different airlines (where my husband and mother were treated amazingly, because that airline recognized it was a terrible situation). How does that make any sense? You not only lost those change fees but also future business because of the way this was handled. And it wasn't just the inflexibility, it was the way it was communicated. Now, only when we put up a bad review, we get a sorry for your loss but there was none of that when we asked for help. It was just a bunch of no we can't do that, with absolutely no feeling attached to it at all. So I would sincerely consider changing your Sunwing Cares motto.Review fromDave H
Date: 03/02/2024
1 starDave H
Date: 03/02/2024
Recently booked a trip to Cancun from kelowna BC and paid around $3000 per person. ** ******* **** ** * *** ***** *** ***** ****** ******* ******* ** *** **** *** ****** ***** **** ******* ******* That is where it ends I will not be flying with sunwing again. Delayed departure caused us to arrive late at our hotel and receive mistreatment for late check in. Oh and then the flight back was also delayed we were supposed to arrive back to kelowna at 10:30 but ended up getting shipped to Vancouver to await in limbo for 24 hrs. The delays and the customer service is brutal. Our transfer from the hotel came on time only to find out upon arriving at Cancun airport the flight was delayed and had to stand outside for an hour because they couldn’t check us in that early. Finally checked in and spent over 5.5 hours in the airport waiting. Had to spend $100 on dinner in Cancun ******* *** ** ******* *** ******* *****. Then let’s talk about the seats…the most cramped uncomfortable seats I have ever experienced. Also no tv or radio just sit up and cramp up while staring into the headrest in front of you for 6 hours. Make that 7.5 hours now we are headed to Vancouver because they couldn’t land from being so late taking off. We have now been standing in line to check in to our flight from Vancouver to kelowna for over 2 hours as sunwing has two staff working. If we arrive on time which looks like it is impossible now as we should be boarding in a matter of minutes *** ***** *** ***** **** *** ****** ******* we will have spent almost 24 hours travelling back from cancun. I paid $12000 dollars for my family to go on a vacation **** ** *** ******* ** *** ** ****** ** ** **** ***** * ***** **** *** *** * ******* Completely exhausted and frustrated with the lack of information I am so done this airline ** *** ******Sunwing Vacations Inc
Date: 14/02/2024
Dear Mr. ****,
Thank you for contacting us through the BBB. We understand how upsetting flight delays can be for our customers. Now that you have returned home, please go to www.sunwing.ca click on the Contact Us page and open a post travel case. If you have any expenses relating to the flight delays, please submit receipts as part of your case. They will be reviewed by the appropriate person(s) on the post travel team.
Thank you for your continued patience and cooperation.
Sunwing VacationsSunwing Vacations Inc
Date: 27/02/2024
Dear Mr. ****, Thank you for contacting us through the BBB. We understand how upsetting flight delays can be for our customers. Now that you have returned home, please go to www.sunwing.ca click on the Contact Us page and open a post travel case. If you have any expenses relating to the flight delays, please submit receipts as part of your case. They will be reviewed by the appropriate person(s) on the post travel team. Thank you for your continued patience and cooperation. Sunwing Vacations
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