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 122 Customer Reviews
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Review fromJennifer B
Date: 30/11/2023
1 starJennifer B
Date: 30/11/2023
I have asked on several occasions to be refunded my money in full. I booked my vacation on October 3, 2023. When I booked I booked for a 6 AM flight leaving Ottawa going to CAYO COCO. When I received my itinerary on Monday, November 27 it stated we were leaving at 9 AM. Headed to Dominican Republic then to Cuba. When I called to find out what was going on I was told I was sent an email stating this on 15 November. I did not receive an email. I received an email on the 27th at 1 PM. Exactly 1 hour after I talk to someone about this itinerary. I have sent emails and have asked on several occasions to refund me my money in full. I have been given nothing but the runaround been called yelled at told that it was my responsibility not theirs. When people book a holiday, they want to be able to leave in peace. This is the reason we book holidays. Still looking for a full refund as I would love to be able to book a direct flight on 12 December 2023. It is so very sad to see that everybody sits back and nobody takes the time to look at what people are asking you to do. When we book our vacations, we don’t ask Sunwing to wait six months to be paid. We have to pay it right away so because you have changed my itinerary and you did it without asking me I should not have to wait to be repaid if I refuse your itinerary, I do not Accept this itinerary in anyway If you’re having a hard time filling your planes and you need to put several trips together then at least have the courtesy to call people and ask them first give them the option like I said when we book with you, Sunwing we have to pay right away so now you pay us back right away. Don’t ask yourself why people hate Sunwing just look at your customer service it says it all. When I booked in October I booked Ottawa leaving 6am arrival Cayo coco 10am. Now I’m on a 7 hour flight losing my day so now I have paid full price for a 6 day vacation. ABSOLUTELY NOT ACCEPTABLE.Sunwing Vacations Inc
Date: 05/12/2023
Dear ********,
All flight times, airlines, types of aircraft and itineraries are subject to change with or without prior notice. We reserve the right to substitute alternate airlines or aircraft types and to add en route stops or make any other operational changes at our discretion, with or without prior notice. Operational changes can occur which may result in the need to reschedule or cancel flights. We understand how disappointing this can be for our customers and we do apologize for any upset.
Sincerely,
Sunwing VacationsReview fromAdam H
Date: 30/11/2023
1 starAdam H
Date: 30/11/2023
Had to cancel with 35 days left before departure *** ** ** ****** ****** ***** ***** **** **** * ***** ** ****. They refused to give a full refund by saying there are no exceptions. Now we're are out over $2000 thanks to their ********* policies. This was my first time using Sunwing and would never ** * ******* ***** reccommend this airline to anyone.Sunwing Vacations Inc
Date: 04/12/2023
We are very sorry to hear of your wife's mother's condition. The terms of insurance plans can vary from plan to plan. Our Sales Centre Team can review any outstanding questions you have to insure that the value of the voucher is not lost. Thank you for your understanding and cooperation.Review fromKaren Gould
Date: 27/11/2023
1 starKaren Gould
Date: 27/11/2023
Very frustrated we booked a trip to Dominican this past April and bought cancellation insurance, a few days before leaving I was admitted to the hospital **** ***** ***** and was in there for 8 or 9 days, been fighting ever since to get a voucher at least to use next year but they are telling me I was only aloud to cancel 3 days before and it was 2 days, not knowing this was gonna happen to me is the frustrating part cause now I guess I’m out $3800, very very disappointing considering this is who we fly through every time.Sunwing Vacations Inc
Date: 04/12/2023
We are sorry to hear of your frustration and that you took ill prior to the departure of your trip. The terms of insurance plans can vary from plan to plan. Our Sales Centre Team can review any outstanding questions you have to insure that the value of the voucher is not lost. Thank you for your understanding and cooperation.Karen Gould
Date: 05/12/2023
They told me that I wasn’t getting a voucher?? Or anythingReview fromP. C.
Date: 16/11/2023
1 starP. C.
Date: 16/11/2023
Traveled almost a year ago. Been trying to get compensation that was promised to us. The offer $100 future travel each. What a joke. Like I will ever fly with them again. Crazy trip. The bus ride to the resort was awful. It tipped to the side at one point. Driver was speeding. 5 ft of sea weed on the beach. It was never cleaned, ***** **** ***** *** ***** *** *** ********. Spoke to reps almost daily, at tines more than once. *** * ***** ****** ** ********* They don't care about anyone. ******* ******** ** *** ****** **** ***** ***** **** **** **** *** *** ***** *****Sunwing Vacations Inc
Date: 20/11/2023
Hello ****,
We truly are sorry to read of your upset. *** *** Ocho Rios is a hotel that is generally received well by our customers, customer service questionnaires put this hotel in good standings. The hotel has offered you a partial refund as part of the resolution and the vouchers extended by Sunwing is made with the hopes that you will travel again with us in the future. We hope that within due time you will reconsider.
Sincerely,
Sunwing VacationsP. C.
Date: 28/11/2023
The hotel had told me 2 nights refund when we're there. No no one remembers that conversation. Your reps i gather do not keep notes on the complaints either. Offer was sent to me from the hotel was for 1 night. Sunwing offered me $100 each for future travel. Have you seen the pictures? No one could go onto the water the second week. This is a joke. My complaint is not over.Review fromSarah B
Date: 13/11/2023
1 starSarah B
Date: 13/11/2023
** * ***** ***** * ***** * ****** *** we have not even travelled yet. We had our whole family books rooms through their website. We wanted to make a change and add ONE child traveller the morning after, and the representative gave us so much attitude without hearing us out. Not only could we not add the traveller without adding an additional $5000+ worth of fees, but they added ridiculous fees onto our original Trip! Their attitude is “it’s your fault”Sunwing Vacations Inc
Date: 16/11/2023
Dear *****,
We are very sorry to read of your experience to date. We have contacted our Loyalty Team and it was explained to us that after you booked the one room online, for a party of 4, the initial inquiry was to add a 17 year old to the booking. As the room you had reserved would not accommodate or provide for the privacy you wanted, the additional costs quoted to you were associated with a 2nd room.
Sincerely,
Sunwing VacationsReview fromJeffery V
Date: 28/10/2023
1 star** **** ******* ** ******** booked a holiday, put in the info cc# , first timed out, did it again, said transaction failed, booked with another company. Realized that sunwing charged my card , phoned them with in a few hours, they were rude, wouldn't refund all our money, they were rude and unapologetic. Seemed like this is their side gig to make money. Very upset, won't deal with this company againReview fromSharon B
Date: 20/10/2023
1 starSharon B
Date: 20/10/2023
Worst travel experience I have ever had and I travel a lot!Sunwing Vacations Inc
Date: 02/11/2023
We are very sorry to read of this.
If you would care to share the details of your experience with our Post Travel Team, please visit www.sunwingcares.ca
Sincerely,
Sunwing VacationsSharon B
Date: 03/11/2023
I have shared many, many details of my disastrous vacation with Sunwing. This is the FIRST authentic reply I have received from Sunwing VIA BBB but with the bare minimum of information. Sunwing has answered but there was no real help and obviously no resolution. I am so upset and tired of dealing with this but I am not ready to back down at all. If this route doesn’t work I will pursue other avenues. Please tell me why Sunwing can’t share my details with the Post Travel Team?!? I’m just getting the runaround and in the end they will either not reply or will give me the runaround.Review fromMarcia M
Date: 25/09/2023
1 starMarcia M
Date: 25/09/2023
***** ******** Varadero, Cuba September 13th 2023 to September 20th 2023 Diamond Club 1st Room 232301 - No A/C and Fridge has leaked water all over floor, nothing in the fridge drink wise not even water.
We expected as promised a Mini Bar, with Water, Beer and Soda and Superior Room. Toilet flusher was broken, the dresser door was hanging off, Tall Lamp plug was broken with open wires.
September 14th 1st afternoon approx. 1pm, went back to room, No Water or Beer or Pop in fridge, the $5.00 tip we left in fridge was gone and the tip left tip on dresser for maid. Floor had not swept, no clean towels, I immediately went to the Sunwing Butlers Office, as told to do on Bus ride from Airport to hotel.
I explained the issues, Sunwing Rep looked us up on the computer, said she saw the room change and apologised and said someone would go by our room before 5pm and fill our fridge and get us clean towels. We went to the main pool for a few hours retuning to our room around 6pm, no one had been by, the fridge was still empty no clean towels. Immediately went back to the Sunwing Butlers Office, there was no-one there. I asked one of the girls at the main desk, when the Sunwing people would be back. She said they should be there she did not know. I then explained my situation to her and she confirmed, I had to wait to speak with the Sunwing person.
Eventually, the Sunwing person arrived, I explained the situation and that I had a medical condition (I pointed to my medical alert bracelet and said I needed to take pills 3 times a day and having water in my room was of high priority. The Sunwing person apologised, said she would speaking with the supervisor, but it was too late to fix tonight.
September 15th, 16th, 17th 18th,19th The exact same thing happened, the maid had made the bed and emptied the bin, but nothing else was cleaned, no clean towels and the fridge was still empty but she took her tip.Sunwing Vacations Inc
Date: 23/10/2023
Dear ******,
We are sorry to read that your vacation was not as it should have been. Your concerns will have to be followed up by our Post Travel Team. We can see that you have opened a ticket with this team. In due time, they will follow up directly with you with the hopes in finding an acceptable resolution.
Thank you. for your continued patience and understanding.
Sunwing VacationsReview fromMi H
Date: 31/08/2023
1 starMi H
Date: 31/08/2023
I booked Mexico vacation and on destination now.
1) on sunwing website, also when I booked the vacation it said the first check in baggage is included. My vacation was through sunwing but flight was with westjet.
When I checked in westjet charged the baggage fee and they asked me to contact sunwing. I contacted sunwing and rep asked me to contact westjet. Hidden fees and wrong info.
2) at resort, sunwing representative is staying and selling the tour package. I got info with Tulum + three different destination for snorkerlling which I paid more. When I go for tour, destination was wrong which the agent showed on brochure and included only 2 destinations.
Sunwing is trying to hide the fee and over guided. This is totally wrong for tourists which make upset.Sunwing Vacations Inc
Date: 02/10/2023
Thank you for contacting us through the BBB. We have tried to retrieve a booking under ** ***** but see no post travel correspondence under that name. If you could please go to www.sunwingcares.ca and open a post travel ticket, someone from the team will provide you with assistance.
Thank you.
Sunwing VacationsReview fromLori M
Date: 18/08/2023
1 starLori M
Date: 18/08/2023
Wish I could give sunwing less than 1 star! If anyone is considering booking with sunwing…DON’T! We were delayed more than 16 hours for our trip. Lost a whole day of vacation plus 1/2 of the next day since we arrived to our room at 5am! All along the sunwing reps in Toronto were assuring us that we would be compensated! The pilot even told the flight that they were backlogged for a few DAYS and thanked us for our patience. When we returned to canada and tried to submit our claim for compensation, we were told we were ineligible as it was a safety issue. I’ve asked for details of this “safety issue” and no response! Seems like this is a common problem. They use this excuse to get out of paying. Please be smart and think twice before using sunwing. Wish I had done my research…so many online complaints! ****** ******* ******** *** it’s very unfortunate for those that work hard and look forward to their hard earned vacations!Sunwing Vacations Inc
Date: 05/10/2023
Thank you for contacting us through the BBB. We understand how frustrating flight delays can be for our customers. It is the airline who accesses the cause of the delay and compensation owed is paid out in accordance to the APPR. For more information, please refer to the following link: ****************
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