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

  27 Fasken Dr Etobicoke, ON M9W 1K6

• 

  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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  SellOffVacations.com

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

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  SellOffVacations.com

  1300 18th St Brandon, MB R7A 6X7

Review Details

• Review fromMark S

  Date: 27/04/2023

  1 star

  Mark S

  Date: 27/04/2023

  Send wings customer service has been absolutely horrific…..
  Just so everyone knows their customer service department does not even have an extension or an operator. They will only answer phone calls that are bringing new money.
  My trip was delayed three times when we arrived the resort lost water three times and trying to get someone on the phone that says some thing other than I don’t know it’s an impossibility **** ***** **** ********

  Sunwing Vacations Inc

  Date: 21/07/2023

  Dear Mr. *******,
  We are sorry to read that you are having difficulties in reaching someone. We can see that there is an outstanding concern of yours on your file and we have asked a Resolution Agent to contact you with the hopes of a resolution.
  Sincerely,
  Sunwing Vacations

• Review fromElena S

  Date: 27/04/2023

  1 star

  Elena S

  Date: 27/04/2023

  My partner and I were to be boarded onto the March 26th flight to Cayo Coco from YYZ at 6:15am.
  When arriving at the airport we were told to scan a QR code and register with the cuban government on our cell phones. This process here was lengthy but we did it and off we went to the machines for our baggage tickets and Boarding Passes. There my partner was not able to print his and the machine asked we see an attendant. After a lengthy wait there, my partner and I walked up to the attendant and I had shown her that I had my stickers, she put them on my bag and weighed it and it went. The attendant looked very confused when my partner handed them his passport and then called Ali the manager over. Ali then got on the phone with someone and then proceeded to tell us that Shawn was on a no flight list. This doesn't make any sense to us. Shawn's record is completely clean. Ali then told us his passport was stolen, which doesn't make any sense again to us because it was a new issue passport and it was in his hand. We were forced to miss our vacation because of this nonsense. Shawn went to the passport office this morning and he is able to travel, there is nothing wrong with his passport. Ali the desk Manager told us his passport was stolen so for that reason he cannot board. The passport office confirmed this is untrue this morning. We also then had to wait over 4 hours for my baggage to be returned to me at the airport. I later gave up on Sunwing and decided to walk down to baggage to find it just sitting there rather that as mentioned it be returned to me. This has been a horrifying experience. I have contacted the no flight list team without response, toronto pearson, my travel agent, sunwing.... something please has got to give. Not only to retain some of our costs but also to figure out why my partner is on a no flight list when he has the cleanest record, Service Canada sees no issue with his passport and there has been no explanation for the refusal of travel.

  Sunwing Vacations Inc

  Date: 21/07/2023

  Dear Ms. *******,
  We are very sorry to read of the events that took place on your recent vacation with Sunwing.
  A response was provided to you by our Customer Relations Post Travel Team on May 17, 2023.
  For privacy reasons, we feel it is best not to publicly share the response. If you still have any outstanding concerns, please continue to communicate with the Post Travel Team.
  Sincerely,
  Sunwing Vacations

• Review fromNancy J

  Date: 24/04/2023

  1 star

  Nancy J

  Date: 24/04/2023

  Here's our story. We booked a trip to Jamaica back in January 2023. Going to Riu Reggea ** ** **** * ****** *** **** ******* ******* ****** The day finally came when we were to fly out. Departure time 10:20AM Mon. April 24th, 2023. We got a flight alert text 3 hrs after I did the online check-in. Time of confirmation of check-in was 10:06PM, Sunday, April 23rd, 2023. At 1:03AM, received another text saying our flight was delayed 10hrs. Now departure time was 8:20PM Monday night. We live 2hrs from the airport and had stayed at a hotel to avoid the early morning drive. Sitting all day at the airport, down to 2hrs before departure time, received another text delay.....2 more hours. Not really any explanation except for "uncontrollable operational requirements" What is this supposed to mean? I called Sunwing and no one did or would tell us anything. So here we sit, losing a day in Jamaica. ************** **** ***** **** ** ** **** * ****** ********* ******** ******* *** ***** *** **** ******* ** ***** *********** ** ********

  Sunwing Vacations Inc

  Date: 21/07/2023

  Dear Ms. *********,
  We understand how frustrating flight delays can be for our customers. Airlines do understand the importance of on time performance however there are many factors that can impact a departure time.
  We apologize for the delay it is taking for our Post Travel Team to respond to your concerns, and thank you for your continued patience and understanding. A Resolution Agent will be in touch with you in due time to answer any questions you may have in regards to the reason for the delay.
  Thank you for your continued patience and understanding.
  Sincerely,
  Sunwing Vacations

• Review fromM. J.

  Date: 24/04/2023

  1 star

  M. J.

  Date: 24/04/2023

  Our flight on Dec 17 from Costa Rica to Toronto was canceled at the very last min. We learned it was canceled when the flight crew disembark!! 30 min after we should have boarded.
  We were all told we would get food and hotel vouchers. Half of us never got hotel vouchers and had to sleep in the lobby of the airport, not even at the gate where there were chairs and carpet. No on thr hard cement ground with no chairs and police hired to watch us because the airport was closed!!!!
  Filed a claim and sunwing denied us. They didn't even offer us a voucher for having to sleep on an airport floor. Yet half the people were given a voucher and got to sleep in a hotel!!! The only thing in my claim sunwing addressed was my damaged bag. They did not care that there were baby's having to sleep at an airport!!!
  When this happened I assumed sunwing would offer us something for all of this, and I was ready to give them another chance.
  But after they didn't offer a thing for sleeping in an airport floor and waiting over 12 hours for a flight that got delayed again thr next day I decided I will NEVER fly with them again. They just don't Care!!
  They claim oir flight was canceled due to weather, if it was weather they shoukd have known it woukd be canceled before the flight crew disembarked. Also I have screenshots of the weather at Pearson that day and there were no issues.
  Sunwing just doesn't have enough staff and instead of owning mistakes they blame weather for a loop hole to get out of paying for their mistakes

  Sunwing Vacations Inc

  Date: 21/07/2023

  Dear ********,
  We are sorry to read of the events that took place on our vacation last December. We understand how frustrating flight delays can be for our customers.
  The Resolution Agent who addressed your complaint earlier this year did provide you with instructions as to how to make a claim for compensation owed under the Air Passenger Protection Regulations. She also asked that if you had any out-of-pocket expenses to scan your receipts and asend them in for reimbursement.
  We encourage you to continue with her if you feel your concerns have not been fully addressed.
  Sincerely,
  Sunwing Vacations

  M. J.

  Date: 03/08/2023

  I made a claim which was denied as stated above. The agent you speak of even said it " Kindly note that the delay impacting your flight was considered outside the control of the carrier, and as such this flight is ineligible for compensation under the Air Passenger Protection Regulations (APPR) legislation."
  All she said I could do was claim my damaged bag which I felt was a waste of my time so I didn't bother.
  Instead I'm now waiting on the canadian transport agency to get back to me now.
  What gets me is how half our flight got hotels and half of us didn't and the half that didn't were not even offered any compensation!! We didn't even get offered a voucher for the cost of the hotel the others got! Or pillows or blankets to use while sleeping on a floor of a CLOSED airport

• Review fromGraham M

  Date: 12/04/2023

  1 star

  Graham M

  Date: 12/04/2023

  I booked a family holiday from YVR to Cabo to celebrate my Mom's 70th along with my Mom and my sister's family. In the week leading up to our departure, my wife's mother was put into ICU, **** ********** ***** *** *** ***** ****** ***** 
  We made the decision to stay home and be with my mother in law, however my sister's family and my Mom continued on the trip to Cabo without us.
  When I phoned the resort to ensure that my extended family's booking wouldn't be impacted when my wife, our kids, and I decided not to travel, the resort informed us that they didn't need to cancel our booking, and we could extend our travel dates to the end of the year.
  I communicated this to Sunwing, who had to pass on these instructions to the resort, but Sunwing customer service was unwilling to extend our hotel dates for us.
  I understand that we should be responsible for the cost of the flight due to the last minute cancellation, but I feel upset that Sunwing won't share the resort's understanding and work with us to re-book another trip in place of the one that never happened.
  A formal cmoplaint was logged on sunwingcares.ca over 3 weeks ago and I'm still waiting for a reply. Really disappointed **** *** **** ** ************** ******* ** ******** and will really think twice before booking with Sunwing again.

  Sunwing Vacations Inc

  Date: 06/07/2023

  Dear Mr. ********,
  We are very sorry to read of the events leading up to the cancellation of your family holiday and you our t condolences on the loss of your mother-in-law.
  We sincerely apologize for the delay it is taking for our team to respond to your request. We have sent an email on to the appropriate team to review.
  We thank you for your continued patience and understanding.
  Sincerely,
  Sunwing Vacations

• Review fromPeter M

  Date: 10/04/2023

  1 star

  Peter M

  Date: 10/04/2023

  ****** **** ** *** *** * * ** *** *** **** ** **** ** **** ***** ****** ** *** ********* ******* ******* * **** ***** ** ****** **** * ** ******* **** **** ** ** ****** ** ******** ** ******* ** ****** *** ** ******* ******* ****
  We were booked on a SUNWING vacation on January 30th. Due to circumstances our vacation did not come to fruition, which in my opinion was fault of SUNWING. Since that time, I have been trying to communicate with SUNWING in this regard. After following their instructions/protocol and submitting an email stating my concern it has now been over two months without any return correspondence. During my numerous follow-up calls, * **** **** ******* **** ****** *** ***************, not to mention the unacceptable wait times. I was even put on 'a brief holds' whereby several of my calls were mysteriously disconnected, ** ***** * *** **** * *** ********** ******* ***  Furthermore, I was promised return calls from supervisory personnel - yup you guessed it - this did not happen.
  IN SUMMARY - if you're thinking of booking anything with SUNWING, first please read reviews on **** ******** **********, BETTER BUSINESS BUREAU, ******* etc. ***** *** **** **** **** ************ ******* *** *** ***** **** ** **** ********** 
  ** ******* * **** **** ********** **** ******* ****** *** *** ***** **** ***** ******* ** ****** ** *** ** ****** ****** *** **** * ******* **** **** ******** ****** ** ****** **** *** **** ** ******* **** * ******* **** *** ***** ** ** ***** *** ****** ******** *** ***** ** ******** **** ** ******** ******* *** *********** ** *********** *** **** ** * ****** ********  I personally will never again choose SUNWING ** ******* **** *** ******* ** ********* *** ** ***** ********** ******* ******** *****  There, I have said my piece and now I feel better lol ! I wish you all a fantastic day !

  Sunwing Vacations Inc

  Date: 05/07/2023

  Dear Mr. *******,
  This truly is not what we like to hear from our customers.
  Can you please provide us with your Sunwing booking number and we will have someone contact you directly.
  Sincerely,
  Sunwing Vacations

• Review fromWhitney H

  Date: 29/03/2023

  5 stars

  Whitney H

  Date: 29/03/2023

  This has been our 4th trip booking through Sunwing Vacations! Flight staff are very helpful and friendly. We did not experience any challenges with our booking or flights. We have our next trip through Sunwing planned in November 2023!!
  Resort Experience:
  My partner and I just returned from beautiful Cuba - Hotel, ********* ***** ***** in Veradero. This was our first experience in Cuba. The beaches are an absolute dream, champagne water with sand so incredibly soft! We were blown away with the colour of the water! Snorkeling is a must!
  The staff at the resort are absolute gems! They 100% made our experience, every single day. ***** was our chamber maid *** **** **** We love *****. ***** made our room so beautiful each day. She always has a smiling face anytime we saw her! ***** is such a beautiful soul. She is one of many friends we hope to keep and revisit. In the dining hall we made great friends with **** **** *** * ***** ** **** **** she is such a lovely lady, always smiling and welcoming my partner and I. We also need to express our gratitude to ****** ****** ******, and *******.
  We of course spent a bunch of time with the lovely and talented bartenders; ******** ******* ******* ****** ***** ****** ****, and *******. **** **** *** ******* * ****** ***** ********* 
  We could always count on ****** for amazing entertainment and energy to get the party going! We also enjoyed meeting ******, a musician at the hotel! We watched a wicked fire show, acrobatics, and magic show. ******* and ***** work incredibly hard to provide great music and set up for all of the shows.
  ****, ******* and the ladies at the front desk welcomed us and were always very helpful. ****** is a sweetie, very friendly and helpful!
  We thank Sunwing & ********* for such an amazing experience! The staff made our trip unforgettable. Thank you and we hope to return very soon.
  **** ******* * ******** **** ******

  Sunwing Vacations Inc

  Date: 28/06/2023

  Thank you ******* for taking the time to write this wonderful review.
  The ********* ***** ***** in Varadero has been a favourite for many Canadians over the years and we will be ensure that your review is shared with the resort and their team.
  We look forward to welcoming you on anther Sunwing vacation in the future.
  Sincerely,
  Sunwing Vacations .

• Review frombree h

  Date: 25/03/2023

  2 stars

  bree h

  Date: 25/03/2023

  Recently used Sunwing for the first time this month (March 2023). Flew out of Windsor to Cancun. Flight was delayed twice each way. No explanation. Got to the resort at midnight. We were booked at the ******** ******. We had booked a swim up room with two beds. Get to our room and it’s covered in mold. It’s all over the fan that is directly above the king sized only bed. There was mold in the curtains and on the walls (which had been painted over but was still visible) and the room smelled terrible. My BFF and I were traveling together and she’s allergic. Called front desk, they inform us that their policy is to bring a dehumidifier as they said they’re booked full. Friend had to escalate to supervisor after going through four people before that. Supervisor agrees and moves us immediately. It’s now past 1:00 am. They tell us go to front desk at 9:00 am as this room is also a king room and they’ll put us in a double. We do that. They then said it wasn’t put into the system to come back next day. We do that. This time, we have to pack all our stuff again, check out, leave our luggage with staff and check back in 3.5 hrs later. Super fun. Food at the resort is atrocious. Even when we could get a reservation at the a la carts it was bad. Will say though that staff was amazing, helpful, friendly, always smiling and they cleaned like crazy. Swim up room was nice when the mold wasn’t such an issue. Beds are comfortable. Coatis will break into your room, ransack for food and ?? on your bed. No joke. happened to our neighbour. Keep doors locked. Resort was smaller but beautiful. Hard to catch the trolly but Bernie was amazing!! Best place to eat was taco stand for lunch. Avoid the Grill. Beach wasn’t good. I understand the seaweed but they didn’t really clean it. One or two people raked it into giant piles all over the beach, blocking views. We escalated issues to Sunwing and they basically said too bad, no compensation, no sorry we’ll do better next time, nothing.

  Sunwing Vacations Inc

  Date: 26/06/2023

  Dear Ms. *********,
  We are sorry to read of your disappointments of your recent trip to Cancun booked through our services. This is truly not what we want our customers to experience.
  We sincerely apologize for the time it is taking our Post Travel Team to respond to you. There is a significant delay due to an extremely busy winter season. We have sent a message to the Resolution Agent assigned to your file to ask that they contact you directly.
  Sincerely,
  Sunwing Vacations

• Review fromAnita A

  Date: 21/03/2023

  1 star

  Anita A

  Date: 21/03/2023

  Last year, I paid for a Sunwing Vacation Package to Cancun in March 2023 with a Travel Agency. Unfortunately, I was sick and cannot take the vacation. I contacted the travel agency two days before the start of the vacation package to Cancun.
  I contacted my insurance company and they requested for a letter from Sunwing Vacations Inc mentioning that no travel credit was received and the payment for the vacation is non-refundable.
  I called the customer services of Sunwing and a lady from the customer services said that Sunwing refused to provide a letter to prove that my paid vacation package would not have a credit or is non-refundable. Furthermore, they told me Sunwing would not communicate with customers over the phone or email the customers. I am so disappointed and feel helpless. I requested to talk to her supervisor and she don't even transfer my call to her supervisor nor any superior position person.
  I feel I am helpless. I need to share my situation with my friends and relatives how Sunwing treat their customer after you made the payment. In order to prevent others from being treated poorly by Sunwing, I feel the need to disclose it to the Media to let others know and prevent anyone from being trapped by this bad vacation company. I will not have any future business dealings with Sunwing and I hope my experience to let people consider whether or not to go with Sunwing.
  It is totaly unacceptable and unbelievable.
  Good luck to all readers.

  Sunwing Vacations Inc

  Date: 26/06/2023

  Dear *****,
  We are sorry to read of your frustration. It is not uncommon for Sunwing's Customer Support Team to provide insurance letters in cases like this. If you can provide us with a phone number, we will have someone contact you directly.
  Sincerely,
  Sunwing Vacations

• Review fromJo W

  Date: 21/03/2023

  1 star

  Jo W

  Date: 21/03/2023

  Horrible experience.
  I had to cancel a trip due to a death in the family. This was just before covid, so we had to keep extended the voucher so it would not expire during the health restrictions of the pandemic. Two different people working at sunwing "put in the wrong form" so the vouchers ended up expiring. Spending hours and hours on the phone to get the issue fixed. And, to add insult to injury they kept insisting 'nothing needs to be fixed'.
  Just tried to actually book the trip after the latest time fixing the voucher. Only to find out the voucher is not good for most trips listed on their website. Staff cannot do anything to help, and none of this was explained at any point when discussing the vouchers with Sunwing. So essentially the voucher is now worthless (I cannot travel to the Caribbean for health reasons, and a US vacation is not possible apparently).
  Never using Sunwing again. Not ever.

  Sunwing Vacations Inc

  Date: 26/06/2023

  Dear **,
  All Sunwing vouchers and travel vouchers have specific terms and conditions. One common stipulation is that the voucher or travel credit voucher be applied to any Sunwing vacation package or flight only where Sunwing Airlines is the air carrier. If you can provide us with the voucher number we can have someone to review to see if the voucher can be reinstated.
  Sincerely,
  Sunwing Vacations