Menu
Sunwing Travel Group
Sunwing Travel Group Customer Service Phone, Email, Contacts

Sunwing Travel Group
reviews & complaints

www.sunwingtravelgroup.com
www.sunwingtravelgroup.com

Learn how the rating is calculated

1.3 471 Reviews

Sunwing Travel Group Complaints Summary

35 Resolved
434 Unresolved
Our verdict: If considering services from Sunwing Travel Group with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
Verified
The authenticity of the customer service contact information for Sunwing Travel Group has been meticulously verified by representatives from ComplaintsBoard using our proprietary verification system.
Get notifications about new complaints and reviews of Sunwing Travel Group. We promise not to send you any unrelated messages.
Share
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

Sunwing Travel Group reviews & complaints 471

Filter reviews by rating
5
0 review
4
0 review
3
0 review
2
0 review
1
2 reviews
Sort by:

Newest Sunwing Travel Group reviews & complaints

ComplaintsBoard
J
3:46 pm EST

Sunwing Travel Group flight

Re: Sunwing Vacations Booking Invoice - 98644163I
I am writing in response to the attached invoice .

We booked this flight for our 37 year old daughter and 6 year old granddaughter. ( Cuyler and Riley)
She has been trying to get pregnant for 5 years and very luckily it just happened and she just found out.

Due to her age and the fact that Mexico is still on high alert for zika virus, she had chosen wisely not to come .

Approximately 2 weeks before her flight she spoke to your customer service rep and was told because she didn't have insurance she would lose her flight as it was so close to the date and they couldn't sell the seats.
The date of the flight both flights were filled and sold out .

After insisting and speaking to a supervisor she was offered a credit with a $500 penalty.

I think this is absolutely wrong given the circumstances. The medical condition certainly warrants her choice to not travel.
( we had a friend who broke her wrist, had no insurance and Southwest airline gave her and her husband a full credit for their trip!)

Please escalate this request for a full reimbursement to the appropriate person .

I am a very avid social media user and I hope I don't have to post this story on FB, Instagram and Twitter.

Thank you in advance
JoAnn Kropf -Hedley

Read full review of Sunwing Travel Group
Hide full review
ComplaintsBoard
J
4:34 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Sunwing Travel Group sunwing vacation package

My spouse and I booked a Sunwing vacation package from February 7 to the 12th 2018 to Punta Cana in the Dominican. Our resort was Vista Sol Puta Cana. We arrived at the resport around 11 pm. After checking in and putting our belongings in our room we went to the snack bar to have something to eat. The food was very cold and tasted horrible. The people working were telling us they are closed as we were trying to eat. The food also in the buffet also didn't taste very good but we had to eat something. Two days into our vacation we both stared getting really bad stomach pains followed by vomiting and diarrhoea. That lasted for a full two days. Even after the vomiting stoped we still were not feeling 100%. We had book a trip on the plain. We booked it for the Saturday we were there. I called the morning of the trip to reschedule it due to our illness and the rep said it was not a problem and it was switch. On the day of our day trip the bus never came to our hotel and the Nexux tours rep called to find out why and they told him we were not on the list to be picked up. He recommended we pay for a taxi to go to where the bus was and get a recite to ask the other rep for a refund. He stated that was our only option or we would miss the trip. The next day when I asked for our money back the rep Johnson laughed in my face and told me to find the other rep who told me to do that and ask him to give me the money out of his pocket because nexux won't give me anything back. At the point I was very frustrated and still a bit sick. I called Sunwing and Nexux and they called Johnson and spoke to him on the phone. After that and be complaining for about 20 min we eventually got our money for the taxi. This is not fair what we had to go through. Everything went wrong on our vacation. No one at the resort who we needed service or help from spoke English all the people who were trying to us something spoke perfect English. The time share people followed us everywhere we went. They have there table right in front of the buffet so they would ask us every day if we could go to the meeting. They followed us on the beach. They tried to make us feel bad by saying they didn't eat yet for the day and they just need money for school. This is the worse vacation I have ever been on. Both my spouse and I are better now that we are back home but still not fully recovered. We are looking for some type of Compensation for everything we had to go through.
Thank you for your time
Juanita

Read full review of Sunwing Travel Group
Hide full review
ComplaintsBoard
W
10:59 pm EST

Sunwing Travel Group delay from the edmonton to cancun january 24, 2018 flight

On January 24, 2018 we were to depart from the Edmonton International Airport at 7am We were delayed until 6:45pm. We arrived in Cancun at 4:30 am. Others were given a credit on their excursion for the delay and we were not. I have filed a complaint with the credit card company that I am disputing the charges. I would appreciate a phone call [protected] Lise Prosser

Read full review of Sunwing Travel Group
Hide full review
ComplaintsBoard
K
5:56 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Sunwing Travel Group private transfer

I paid $90 for private transfer from Aruba airport to Tamarijn hotel on February 3, 2018. When I arrived at the airport, the Sunwing rep Irene knew nothing about it and sent me to the buses where they may know more. At the buses I was told to go back inside. I went inside and was told to look for a man with a ponytail. After waiting an additional 25 minutes and 3 calls later, I arrived st the hotel, the same time as the bus. I wished to lodge a complaint and to inform Sunwing that I would make my own transportation arrangements when leaving on the 11th. To that end, I wish for a full reimbursement of my $90 + hst. When I spoke with Irene, she suggested I contact Sunwing when I returned to Canada. Unfortunately, Irene has proven herself to be anything but trustworthy. I wish to receive confirmation of a credit to my credit card for $101.70. This of course does not compensate for the angst and time wasted in trying to resolve this matter

Read full review of Sunwing Travel Group
Hide full review
ComplaintsBoard
Y
11:10 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Sunwing Travel Group service and stolen personal items...

January 4, 2018
Customer Service Sunwing,

This letter is bringing your attention of my experience and while on vacation to Cuba Varadero at Blau Privilege Libertad, Booking #[protected], Room 3008.

On January 15th to 22th of January I went to Cuba Varadero at Blau Privilege Libertad with a friend and I'm very disappointed, unhappy of the service there being my first trip.
We had all inclusive and if we didn't tip the service was awful. During our stay we had some items been stolen in the room. The items are 3 pair of black pants personal items such has cosmetic, razor, body cream.
Being a first time traveller this is unacceptable and very upset and not planning anymore vacations with Sunwing while I do realize the staff at the hotel are beyond your control . I would like to restore the trust in Sunwing and be able to return as a client.
I await your reply,
Kind regards,

Yvette Lapensée
[protected]@hotmail.com
[protected]

Read full review of Sunwing Travel Group
Hide full review
ComplaintsBoard
L
8:51 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Sunwing Travel Group flight change with a layover

Feb 1 2018

I just received an email stating that my flight from Montreal to Santa Lucia Cuba has changed on March 1, 2018 from 5:50 am -9:55am to 11am - 17:00 with a lay over in Varadero. I understand that times could possibility change but I did not pay to get the lay over. If I wanted a lay over my price would have been cheaper. I wanted a direct flight now we (all 8 of us) are missing a hole day because of this. I am very disappointed. Because I didn't pay for a lay over we should be refunded something

Read full review of Sunwing Travel Group
Hide full review
ComplaintsBoard
B
11:32 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Sunwing Travel Group charges regarding excursions bought on the aircraft

we purchased an excursion {horse back riding} while on the aircraft in transit to Punta Cana on Jan 4th flight # WG436 booking #[protected].we purched 3 adults and 1 child, however The child was unable to take part due to illness, also the horses were too large for her but when we asked for a refund
{Can$ 40.00 }, they said to contact Sunning.thanking you in advance for your attention in this Matter.
Barbara & Maurice DeBarros

Read full review of Sunwing Travel Group
Hide full review
ComplaintsBoard
L
11:27 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Sunwing Travel Group children being charged adult rates!

Jan 30/18 we were quoted $4, 255 for a family of 3 to go to disneys port Orleans riverside from apr7-14. Called back feb1st only to find out that the price went up to $5, 565 per family. Reason was that the children were now being charged adult rates?!?!? Are you kidding me! With no explanation, I tried westjet and air canada only to find out they are sold out at that time! So because only sunwing has the availability (3 families of 3 ea) they can jack up the price? Who goes to Disney and pays adult rates for their children?!?! But if you check availability for July they offer children's rates! So just because you CAN you charge children adult rates! Absolutely disgusting! No wonder westjet and air canada were sold out! If this is what you call good service, then pat yourselves on the back! You want to charge us an extra $3930 (between the 3 families), based on principle, we will NEVER book through sunwing AGAIN!

Read full review of Sunwing Travel Group
Hide full review
ComplaintsBoard
L
3:05 pm EST

Sunwing Travel Group lies and mistreatment from sunwing representatives at riu santa fe

January 28th 2018

To whom it may concern,

Booking # [protected] Stayed at Riu Santa Fe from January 20th to 27th 2018

My Husband and I are not novice travellers. I have enjoyed Forty-Seven All inclusive Vacations and my Husband Forty-three. Plus Three to Ireland/England. Many of our vacations as you will see by your records have been with Sunwing.
On our recent visit we had an amazing time, no complaints at all about the Riu Santa Fe and our experience there, but I cannot say the same about the Sunwing representatives - Nexus" who are a bunch of Liars. This is not slander, and I will provide proof and have some pictures to back my facts up.

The only refreshing part of our experience with Sunwing was we were given the hotel registration forms to fill our during the transportation to the hotel, which ensured the best check in we have ever experienced; this was thanks to the Staff at the Riu Santa Fe. I asked the Sunwing representative who said she was the Nexus supervisor about transportation outside of the hotel, as we had a Dental appointment in town and she told us that we had to take a cab, because we would have to cross the highway and endanger our lives in order to take the Bus on the opposite side of the highway. That was the first lie, she told. The bus is right outside the hotel, fortunately for us I had been told by members of Trip Advisor that the buses were outside the hotel gates and also this was confirmed by reception. The cost of a taxi is $14 USD while the bus is 25 PESOS for two people.

The second lie was telling all Guests on the bus that the hotel was having trouble with unsavoury individuals deceiving Guests about transportation and in order to protect us we had to bring the vacation passport booklet to them the next day (21st) and be given a stamp and information about when the bus departs. The Sunwing representative was too intent on trying to hustle tips for the driver whom she claimed had 14 children and needed balloons/condoms to prevent further kids (very tacky).

We stood in the line the following day (Jan 21st) and finally got to see a Sunwing representative who was trying to sell us tours. I cut him off and told him that we were there to get the time of pick up and voucher for the Bus and that is all we wanted. We were then told that we had to come back the next day because they did not know the times and had to have a formal stamp on the vacation passport from their office. At that point my Husband and I were totally cheesed off because we knew that we were being lied to. We said we were not Novice travellers and asked where they keep the flight schedule book along with other tour operators so we could check the day before we left, just in case the flights were changed. Well they don't do it that way, on their lists they will tell you the flight number and day of departure, but do not list the times of pick up*There is no flight schedule book at this hotel*. I was really upset and told him to please just tell us the pick up time, that we did not want to waste anymore precious holiday time being in another line up the following day on the 22nd and that we wasted enough time just having to see Sunwing and asked for the booklet to be delivered to our room. At that point I was directed to the Supervisor, who in turn told us that we were interrupting her with other Customers and that if we wanted our transportation that we had to come back the following day on the 22nd.
We were so upset that we went to the receptionist and requested to speak to a person with Authority such as the General Manager. We spoke to Sara Perez who is the Deputy Host Director. Sara went over and spoke to the Supervisor and talked to another Gentlemen and it was arranged that we would pick up the booklet with stamps and bus pick up time
at the reception at our convenience. Ironically the booklet with the stamp was delivered to our room the same day 21st and it had the time for a 4:00 am pick up and note to be on time.

On the day of pick up my Husband and I were at the entrance at 3:50 am to be there on time for the 4 am pick up and no other Guests were there. We were pretty stressed out and finally relieved when we saw other Guests at around 4:15 am and of course asked
them why they were late. We were told that the pick up time was 4:25 am. I took a picture of another Guests booklet and ours too for proof. Okay so your Sunwing representatives sure got the last laugh and taught us a lesson for messing with them.
Then add the THIRD blatant lie……….. we did not need the booklet. No one checked the book, no one did a list check nothing. All Guests just got on the bus and it left.
The Riu hotel had no control over how your tour operators run their show. There is a real big game being run by your Sunwing representatives at the Riu Santa Fe to take care of
Their commission and best interests and this is being done at the expense of your paying Guests. This would be fine if you have novice and travellers who like to do tours, but for those of us who have been there and done that and like to explore on our own; this game is a disgrace. This kind of garbage has not happened to us in 17 previous visits to Mexico, 23 to Cuba, 3 to Jamaica and 3 to Dominican and with Five AI vacations in 2017 this is not a change to the system. What you have at the Riu Santa Fe is a crafty bunch of Sunwing Reps who have figured out another angle to make money, lie and instil fears in your paying Guests.

It is bad enough having an early flight like that, but to have such a vicious game being played because we complained to a person with authority? We could have slept in till 3 am instead of getting up at 2 am in order to be on time for pick up.
Then to add more insult to injury we get to the airport and no one was there, the airport
building was not lit up; the only staff there was security. We waited about 20 min for the airport personnel to get there and set up. I have pictures to prove this too.

The first strike with Sunwing was no champagne service, as Sunwing advertises, but that was water off a ducks back. The second and third strikes as mentioned above is just plain wrong and should never have happened.
This matter does need your attention and my Husband and I expect something to be done about it.

Loraine Jesse

Read full review of Sunwing Travel Group
View 0 more photos
Hide full review
ComplaintsBoard
V
9:36 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Sunwing Travel Group baggage handling

Help! I have just returned from a fabulous week in Jamaica on Flight WB721. We treated two of our children and four grandchildren (10 of us altogether) to a family trip at Runaway Bay Jewel Resort. Everything was great - i was planning to write a rave review. But we have just arrived home and I have unpacked my bags - I am in shock to discover that two pairs of RayBan sunglasses have been taken right out of my luggage! Never would I have thought something like this would happen, but I packed them carefully in their cases and opened my bag to discover two empty cases! I can't believe this could happen and I don't know what to do at 10:30 pm on a Saturday night. These glasses are both less than two months old and were around $200 each - no, I don't have the bills. They're sunglasses, they fit, I had no need to keep the receipt. This trip cost us a lot of money to take 10 of us to Jamaica, and it was a perfect week, until tonight. Please advise me what to do next - this is quite upsetting to think someone would go into my luggage and steal personal belongings. Thank you for your assistance.

Booking Number: [protected]
Booked though Stonehouse Travel in Stouffville
Travel Dates - January 20-27, 2018
Rev Dr James and Valerie Clubine
28 Williams Street, Unionville, ON L6C 0C2

Read full review of Sunwing Travel Group
Hide full review
ComplaintsBoard
M
1:36 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Sunwing Travel Group "worry free" cancellation voucher

Sunwing has this "worry free" cancellation insurance where you get a credit voucher for your next trip. So far, so good, until you go to use it. When you want to redeem it, they charge your credit card first and then say they will reimburse the card once they process the voucher. If this process took a few days or even a week, might be ok. We are still waiting three and a half weeks later for the amount to show up on our credit card. Of course with such a delay we have now had to pay our statement and find the money upfront. So at this point, we have paid twice for what was not a very great holiday, so we already have completed the travel as well. All we want is for the reimbursement to be put through; we have sent multiple emails asking for clarification to no avail, so we haven't even been given a timeline for when they will return our double payment.

Read full review of Sunwing Travel Group
Hide full review
ComplaintsBoard
C
6:41 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Sunwing Travel Group luggage missing, items missing, delay in flight lost a day

Booking number [protected] flight wg515/516 coming back from Cancun. Delay 9hrs going down missed a full day, arrived lost 2 baggage's, 1 retrieved 2day, still missing one, items missing from luggage. Cancun reps are incompetent, no customer service skills, lies after lies, had no clothes had to go buy some, reps would not give money kept telling me to come back thought it was funny
wasted everyday 1 hour or 2 because we had to keep explaining our case to the them . Ask to speak to manager would not let me did not pick us up at hotel kept telling us bus was coming buses did arrive but our names were not on list, had to pay 30 to get to airport to find out we were delayed again. Trip was for my daughter 16 birthday disaster she still does not have her luggage wasted more time trying to find out where luggage is. World tracer reference 10680. Ave left several message to Central baggage no response back. I have text messages from rep in Cancun (Ariel) stating to come get money go there no money. Exertion was not was it was suppose to be 2 things were closed cost us 580.00 the tour guy said its been closed for months and the snowing reps should no that.Also told us about $1500.00 rim credit did not state there are stipulation on it that was so misleading speaking to the snowing rep they told mi could use it for anything within the resort as long I am requesting a full refund for my luggage and all items in it, and items missing from my luggage. In my open I think my whole family deserve another vacation since this one was disastrous .ruined her 16th birthday very special occasion for her and us

Read full review of Sunwing Travel Group and 1 comment
Hide full review
1 comment
Add a comment
M
M
mcmahon344
, CA
Jan 15, 2018 7:48 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Booking number [protected] flight wg515/516 coming back from Cancun. Delay was 9hrs going down, which resulted in missing a full day, arrived lost 2 baggage's, 1 retrieved 2day, still missing one, items missing from luggage. Cancun reps are incompetent, no customer service skills, lies after lies, had no clothes had to go buy some, reps would not give money kept telling me to come back thought it was funny
wasted everyday 1 hour or 2 because we had to keep explaining our case to the them . Ask to speak to manager would not let me did not pick us up at hotel kept telling us bus was coming buses did arrive but our names were not on list, had to pay $30 to get to airport to find out we were delayed again. Trip was for my daughter 16 birthday disaster she still does not have her luggage wasted more time trying to find out where luggage is. World tracer reference 10680. left several message to Central baggage no response back. I have text messages from rep in Cancun (Ariel) stating to come get money go there no money. Excursion was not was it was suppose to be 2 things were closed cost us 580.00 the tour guy said its been closed for months and the Sunwing reps should no that.Also told us about $1500.00 room credit did not state there are stipulation on using the credit. Sunwing reps are so misleading with their information, no customer service skills. Areil our rep states he does not make money on us only on excursions . I am requesting a full refund for my luggage and all items in it, and items missing from my luggage. In my open I think my whole family deserve another vacation since this one was disastrous .ruined her 16th birthday very special occasion for her and us

ComplaintsBoard
N
2:27 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Sunwing Travel Group grand memories hotel

We went 6/8 days with no hot water. The building didn't have a working hot water heater. And the staff knew this when they put my family in this building (16 people) Finally moved us all on the 6th day to a different building.
A couple Safes never worked. One room the door didn't close - repeatedly asked for this to be fixed. Never happened.
Food was undercooked and cold.
Bathrooms around the resort were locked at times- so when my family had food poisoning from the food at the resort. They were not able to use a bathroom when needed.
There was not many locks on the bathrooms doors and you were lucky to have toilet paper
No lights on the stairs to room. Non-drinker fell down them as they were poorly lit.
No clean towels given in room- told laundry did not work. But there were beach towels being offered. Sheets/ towels were cleaned once in the whole trip
One of the kids puked in bed and went without any sheets for 3 nights.
Dead bugs in one of the beds.

Read full review of Sunwing Travel Group
Hide full review
ComplaintsBoard
F
3:46 pm EST

Sunwing Travel Group lost luggage. flight wg656 dec 20, 2017

Booking reference # [protected] & [protected]

We have encountered our worse in Cuba for the Second Time, due to the fact that one of our Luggage's went missing the second we stepped into the country which is very unfair, resulting from the lack of responsibility from Sunwing Airlines.

Two of our family members have no clothes, swimming suite's, toothbrush, brush,... anything  what so ever for a vacation that we plan only once a years. 

We have been given 50 pesos a day which barely covers the costs of one T-Shirt. We spend over 600 pesos for basic needs.

This is as bad as it can get for our family in a foreign country surviving only on the minimums. 

We are unable to join any activities, We are unable to take any pictures due to the fact that anything we buy from the resort or market is extra large or out of figure. 

We have had the option of wearing winter clothes which we wore on our way from Canada to Cuba. 

As a Canadian Citizen we are living in a worse situation than a homeless person in Canada.

We were unable to make any international phone call to Pearson Airport to follow up, due to the fact that the Sunwing Representatives refused to contact the Pearson Airport themselves, because it may cost too much for them by the minute which is insanely ridiculous.

We received our luggage after 4 days but so late...

Sincerely,

Fereshteh Riazi.

Read full review of Sunwing Travel Group
Hide full review
ComplaintsBoard
M
10:24 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Sunwing Travel Group resort package and people here are racist

Hi.

Iam a single mother with two kid! Everything I saw on site was not my expectation! My daughter was sick and I want to leave 2 days after my stay at grand princess sunset. They said all inclusive and lot of thing to do but everything is extra charge. This resort is rated customer service 3/5 not even 4/5. On top of that people here r judgemental and racist. I ask to cancel my flight before we leave but they didn't cancel it! I pay for the cancellation fee but they didn't apply after my daughter still sick! Please help!

Read full review of Sunwing Travel Group
Hide full review
ComplaintsBoard
C
6:28 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Sunwing Travel Group flight changes and service

Sunwing airline flight WG602 departing Toronto Dec 26, 2017 returning Jan 02, 2018 Booked & paid for 7am departure, arrive 10:35am direct, changed to depart 11:05am arrive in Cayo Coco 2:40pm. Depart Cayo Coco 8:25pm arrive in Toronto 11:59pm direct, changed to 3:50pm arrive 9:10pm with a stop in Windsor to pick up passengers both ways. My flight times were changed by 4 hours to and from destination, added a stop in another city to and from destination, and ran out of food on the plane half way through the passengers. completely unacceptable. Not what I booked, not what I paid for. I would expect some sort of compensation for arbitrarily changing my vacation plans.
Cmast

Read full review of Sunwing Travel Group
Hide full review
ComplaintsBoard
O
1:49 am EST

Sunwing Travel Group white sandals resort montego bay

Just left December 28th three days early. Terrible food, either no hot water, or scolding hot water, terrible choices for room service, no providing water, making you sit through a 90 minute presentation when you don't want to and have paid in full, rude when you tell them no, rude if you ask for water because you can get any to your room, restaurants always closed, not hot tubs, rooms moldy and smell bad, and the mist goes on. Never will I not anything be I know will stay at another one of these resorts. This is by far not what Jamaica really represents. Check your pages and read your feedback. I wish I had before we booked!

Read full review of Sunwing Travel Group
Hide full review
ComplaintsBoard
V
5:44 pm EST

Sunwing Travel Group hotel+flight package booked to mexico

We booked our annual christmas travel trip with Sunwing arilines this year. We booked our flight and hotel(2 rooms) through them for 2 seniors + infant(1) + toddler(4) + 2 of us for Puerto Vallarta for Hyatt zhiva hotel + the flights.

We booked our travel on Nov. 6th for departure on Dec 3rd at 6 am. On Friday Dec 1st our travel agent informed us that Sunwing airlines informed her that we dont have reservations for the Hyatt Zhiva All inclusive hotel which is a 4.5 star hotel. Hyatt Zhiva hotel had great reviews, had an amazing beach, great food, rooms and I have status with Hyatt. We were in total disbelief as we were all packed. I had applied for vacation. And we had informed our kids school etc etc.
I spent the whole friday talking to Hyatt Zhiva, reseraching alternate hotels like Grand Vellas (adult + senior+kid friednliness)

They offered us alternative hotels which were around 3.5 to 4 star and didn't have all the amenities or werent popular among the tourists. They offered us Hotel Melia All inclusive and Hilton which isnt an all inclusive hotel instead of offering a comparable hotel like the Grand Vellas.
On checking with Hyatt I found out that the Hyatt had informed Sunwing on November 7th of not having availability(I have proof of this). But sunwing didnt not inform us for more than 3 weeks till December 1st about this. This is gross negligence on their part.

Put on the spot at the last minute and the hassle of moving dates we picked Melia all inclusive hotel.After a long flight with 2 kids and reaching the hotel we were informed by the hotel that we didnt have any reservations. We had to check with Sunwing customer service multiple times on December 3rd to find out what is going on. Finally we were given 2 rooms.
At the hotel all members of our family fell sick (vomittign and diarohea) due to the food for most part of the trip. THis was not our annual christmas vacation but a 7 day trip from hell due to negligence of Sunwing airlines.

Sunwing mentioned that as compensation they would refund us some funds back for the inconvenience of CAN $2750 for 6 people. We found out that the refund amount was just the difference in price of the hotels for 2 rooms for 6 people. No compensation was provided for the incoveneince!

Regards
Vishal

Read full review of Sunwing Travel Group
Hide full review
ComplaintsBoard
E
9:13 pm EST

Sunwing Travel Group missed sunwing flight wg541 on nov 21, 2017

From: Emilia Kovacs
Sent: November 21, 2017 12:06 PM
To: [protected]@sunwing.ca
Subject: Missed sunwing flight WG541 on Nov 21, 2017

Hello Sunwing,

My name is Emilia and Id like to start of by saying I have been a loyal Sunwing Customer until today. We have taken flights maby times to Cuba, Mexico, the Dominican and other parts of the Caribbean and each time we have had a great experience with both the flight and the all inclusive vacations we enjoyed.

Today though was a very different experience while we waited to board our flight to Huatalco Mexico from Toronto.

We got to the airport just after 8 am using the parknfly shuttle. We attempted to check in through the online kiosk and after the first attempt that didnt work, we asked the furst sunwing representative to direct us to the que line for Huatalco.

She told us that the massive line ahead of us is where we need to be. Without issue, we stood in line and kept moving at a slow pace. At around 830 we got close to a gate entrance and we asked a second sunwing representative ti assure us we are in the right line as it is now 830 am and our flight leaves in an hour. The representative at first pulled us to the side, then after waving us in, said, no theres still enough time and we can get back in the line.
At around 855 am we asked the third and final sunwing representative (after we heard others were called for Cancun to bypass the line) to direct is to huatalco.
He pulled us to the side, called someone over the phone thenat 9:02am td us theres nothing he can do, the boarding has been finished and we need to call ourselves to book a flight. I asked to speak to a supervisor as we were very upset about how we were misdirected. After we spome to the supervisor, who was disrespectful and condescending and didnt listen to what we were saying and blamed us for staying in the line, we argued for over 10 inutes until he finally he agreed to call over the site manager but refused to make an attempt to call or board us even though there was 30 minutes left from departure.
After the site manager was called, we explained our circumstances to him yet another time. He attempted to call the plane and was informed nothing can be done as the plane is too close to leaving.

The site manager didnt apologize, he also insisted that thetes a system in place whete his staff go around the lines and call out the names of the cities that are boarding nextand pull peoe from the main line out that way. He also stated that we must have missed the calls ti huatalco and thete was 3 calls, not by the PA system but by individual staff walking around the queue which was close to about 700 to 1000 people long.

We had no option but to call sunwing ask them to hd our tickets they couldnt rebook a new fligjt for us. Instead we got great help from Natasha at lastminutevacatio s who boomed us to a new flight to mexico city AM 0617 and to Huatalco and we will be arriving to Huatalco tomorrow at 948 am with air mexico flight AM 2550.

This is costing us an extra $1070 .

We then had to call sunwing back to reconfirm we are coming and not to lose our original hotel and return flight on Nov 28th toToronto.

Our booking confirmation number is [protected] it was supposed to be 8 glorious days of fun in the sun with direct flights between toronto an huatalco.

Instead because of the lack of a proper queuing system and very unsupportive and rude staff we lost a day, have to pay an extra $1070 for connecting flights and not a great start to a vacation.

I expect that Sunwing does better and compensate us fully for our extra cost and for the lost day from our vacation.

I also expect that our return flight on the 28th is without incident along with our hotel stay in Huatalco.

I can be reached by phone at [protected] or by reply to this email.

I will forward our ereceipt for the additional flight in a separate email.

Sincerely,

A very dissatisifed Sunwing customer
Emilia Kovacs
[protected]@hotmail.com

Read full review of Sunwing Travel Group
Hide full review
ComplaintsBoard
S
2:03 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Sunwing Travel Group theft while on vacation in a sunwing resort royalton punta cana dominican

We flew to Punta Cana On December 3rd, 2017 Flight WG436 arrival in Punta Cana PIJJ Sunday December 3rd, 2017 at 2:30 pm. Booking number [protected] Agency: Expedia Cruiseshipcenters Kitchener [protected]. We Stayed at the Hideaway Royalton Punta Cana upgraded from 7-9 days and the room type was the top of the line Diamond Club Luxury Swim-out room all inclusive. We added The Worry Free Vacation Security Plan, Policy number SW96350101. We also upgraded to choose our seat selection when we booked the trip. Upon arrival to the Punta Cana airport we charged 10.00 USD each to enter Punta Cana, and a 20.00 USD charge each to leave Punta Cana. On the payment summary of our itinerary we were charged 44.40 CND for CAB airport departure tax, Airport Authority Fee tax, and Airport Infrastructure Fee. We upgraded on everything because we wanted a perfect vacation.
Part of the upgrade included a butler, early check in, late check out, premium liquor, adult only, all inclusive five star resort.
We were assured this was top of the line resort, and our experience would include all the bells and whistles and a worry free holiday.
We arrived on Sunday, the hotel staff brought us to the diamond club lounge for us to wait until our luggage was sent to our pre-booked room.
We were not assigned a butler until Wednesday, December 6, 2017.
Monday, December 4, 2017 we arrived back to our room to find our SAFE broken into, the door completely open with no digital display on the read out. I had my $500.00 swarovski necklace stolen and half of our USD money and half of our CND money stolen. We had only been there for less 48 hours, I know how much money was stolen, 150.00 USD and 100.00 CND. That's doesn't sound like a lot of money, but the fact is, our room was broken into and we were violated. I called the customer service desk and told them that the safe was broken into and I needed someone to fix it. Mitch went out to find a security guard, he found one, and said to him, great our room has been robbed and we need you to help. The security guard kept walking. On Tuesday morning, December 5, 2017 a man came from the security department to recalibrate the safe. I spoke with Alex who said he was the conserve about the theft and he said he would let security know. We took a picture of everything that we put back in the safe as proof, if someone was dumb enough to break into our room again.
The security manager, said he was going to start an investigation.
That night, December 5, 2017 we came back to our room, and the balcony slider door was open. This time I wasn't calm cool and collected. The first time was scary because were violated but the second time in two days was a violation of my vacation time and my trust in the security of the resort.
I called the police in Punta Cana and let the phone ring for at least 30 minutes and no answered. I called the SUNWING emergency line to report the two incidences, and to ask her to call the police because I couldn't get through to the police station. She tried for a good 15 minutes, I asked her to record our conversation to show that I contacted SUNWING emergency. I sent an email to my travel agent in Kitchener, with details of the events, and she advised to contact my SUNWING representative at the resort to have this violation looked into. Keep in mind we flew with SUNWING, booked with SUNWING and the resort is owned by SUNWING. Mitch again went outside the room to look for a security guard, he found one, asked for his help, and the security guard kept walking. I called the front desk and let them know that our room was broken into, I was asked if I was going to call the police, I replied that I had, and suddenly we were disconnected, and when I called back to the front desk, no one answered.
The next day I called security regarding the slider doors, a security employee came to the interior door, I let him into the room, and he proceeded to show me how to lock the door, and to show that you couldn't pull the door open. I could see that he was going to be no help. I asked for a broom handle to put across the bottom of the sliders to ensure that no one could enter again. I called security again, and the security manager arrived with another security guard, they proceeded to show me that the door did indeed lock. The problem isn't that the door didn't lock the problem was that its very easy to enter the sliders, I showed him, you could push on the window and it separates from the frame, and a small gadget could easily slide through the opening and lift up the door handle. I asked the security manager for a broom handled. He looked at me like he didn't understand, so I went to my translation app on my phone, wrote it in English, and it translation in spoken English; I would like a broom handle to put on the bottom of the sliders for security. Nothing was done about that. We just started putting the coffee table by the sliders so that no one could enter.
We have all these people knocking on our doors, and asking questions, everyone nodding their heads like their care, but nothing gets done.
We were on vacation, I wanted to go outside and enjoy my time in the sun. All in all the entire investigation lasted three days, and nothing changed, we were no compensated. It was if, they were in agreement that we were liars and making everything up.
I spoke with a lady Customer service manager, apparently she was the CSM of the hideaway, I think her name was Louise. She spoke English very well, I advised her of the security guards that did not help, the CS desk was unavailable, the police did not answer their phones. Clearly this must be an internal issue and you need to handle this and make it right.
This was not an inexpensive vacation, we upgraded on everything to ensure our 100% enjoyment.
Louise, CSM of the Hideaway asked if we would like to change our room, and I said we our in the best room possible where can you put us that is better then this. I asked if their was an ocean view room, and she was going to look into for us. That never happened.
We had a few strange calls from the CS desk, one stating that the housekeeper found the safe open, and had security close it for us. That's definitely not true, because the safe was open with no digital display, which needed to be recalibrated.
My travel rep in Kitchener, advised that I needed to speak with the SUNWING rep at the resort to have this resolved.
We booked an appointment, with the SUNWING rep, who has only been there for a few months, he listened politely, nodded his head a lot, again, I felt like we were the ones that were defending ourselves, and I felt as if everyone believed that we were liars about the situation.
I suggested an additional three days stay, at SUNWINGS expense as all the meetings and time spent explaining the same thing over and over, took about three days. I suggested 500.00 USD per night for the additional three days, in the upgraded room. Remember SUNWING owns the hotel. My suggestion was completely not taken seriously. The rep said it would cost 4, 000 USD to stay an extra three days, because the room was the best room in the resort and we would have to pay for an additional flight. We said that was ridiculous because our nine day fully upgraded trip was 4890.00 CAD. I could see that nothing was going to be done while on vacation, and it would have to wait until we arrived home.
I have a copy of the emails sent to my travel rep, please contact me by email for details, [protected]@rogers.com.
We left on Tuesday evening, Flight WG442, December 12, 2017 arrived in Toronto 1:55 am December 13, 2017.
We were polite to the staff, and polite during the investigation, the entire country relies on customer service and tourists to make their money. You would think that someone would have stepped up to the plate and took care of this situation at the time of the vacation.
I am very upset that my very expensive vacation had such a devastating event attached to it. Violated not once but twice, and hung out to dry by management and SUNWING.
After the SUNWING rep did nothing to make this right, we started talking to everyone we met about the theft.
I met a few employees from the resort that were very friendly and I added them to facebook. Much to my surprise, on Wednesday December 13, one of the staff that I had added to my facebook, posted a picture of her and another waitress that works at the ROYALTON, and low and behold, she had my necklace on! I have a screen shot of the picture with my necklace, and I have a picture of me with my necklace as proof.
I am asking for a full refund of my trip 4890.00 CAN, and I can provide a receipt for my necklace of almost 500.00 to be replaced and the 150.00USD and 100.00 CAD money to be replaced.
I will continue to expose this violation until I am compensated. There is tripadvisor, Facebook, Twitter, many other social media platforms, local TV station and local radio stations. As I have proof of the stolen necklace, this is a newsworthy story.
Please feel contact me as soon as possible to resolve this issue.
Sincerely,
Simone Bixby

Read full review of Sunwing Travel Group
Hide full review

Sunwing Travel Group In-depth Review

Company Overview: Sunwing Travel Group is a leading travel company that offers a wide range of vacation services to customers.

Services Offered: Sunwing Travel Group provides various services including flights, hotels, vacation packages, cruises, car rentals, and more.

Destinations Covered: Sunwing Travel Group covers a vast number of destinations worldwide, including popular tourist spots and hidden gems.

Customer Service: Sunwing Travel Group is known for its excellent customer service, with friendly and knowledgeable staff who are always ready to assist customers.

Pricing and Value: Sunwing Travel Group offers competitive pricing and great value for money, ensuring that customers get the best deals for their vacations.

Booking Process: The booking process with Sunwing Travel Group is simple and user-friendly, allowing customers to easily search, select, and book their desired travel options.

Accommodation Options: Sunwing Travel Group offers a wide range of accommodation options, including luxury resorts, all-inclusive hotels, vacation rentals, and more, catering to different preferences and budgets.

Transportation Services: Sunwing Travel Group provides transportation services such as airport transfers, shuttle services, and car rentals, ensuring convenient and hassle-free travel for customers.

Travel Packages and Deals: Sunwing Travel Group offers various travel packages and deals, including all-inclusive vacations, last-minute deals, and special promotions, allowing customers to save money and have a memorable vacation experience.

Travel Insurance: Sunwing Travel Group offers travel insurance options to protect customers against unforeseen circumstances during their trips, providing peace of mind and security.

Sustainability and Corporate Social Responsibility: Sunwing Travel Group is committed to sustainability and corporate social responsibility, implementing eco-friendly practices and supporting local communities in the destinations they operate.

Online Resources and Information: Sunwing Travel Group provides a comprehensive website with valuable resources and information, including destination guides, travel tips, and FAQs, helping customers plan their vacations effectively.

User Reviews and Testimonials: Sunwing Travel Group has received positive user reviews and testimonials, with customers praising their exceptional services, reliable bookings, and memorable travel experiences.

Overall Rating and Conclusion: Sunwing Travel Group is highly recommended for its wide range of services, excellent customer service, competitive pricing, and commitment to sustainability. With a user-friendly booking process and a variety of travel options, Sunwing Travel Group ensures a seamless and enjoyable vacation experience for its customers.

Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

Contact Sunwing Travel Group customer service

Phone numbers

1877 877 1755 1800 830 1111 More phone numbers

Website

www.sunwingtravelgroup.com

Your Voice Matters: Our Commitment to Genuine Reviews

Empowering Real Experiences

At ComplaintsBoard, we believe in the power of true customer stories. Our platform is a space for authentic voices, where experiences, both good and bad, are shared openly and honestly.

Dedicated to Authenticity

ComplaintsBoard is vigilant in our fight against false reviews. Our team employs robust verification methods to ensure every review reflects a real customer experience, upholding the integrity of our platform.

Encouraging Detailed Feedback

ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

Balanced and Constructive Conversations

We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

Free and Fair Platform

ComplaintsBoard's commitment to maintaining a free and unbiased platform is unwavering. Every review is treated equally, ensuring that your voice is heard and respected, regardless of the nature of your experience.

Is ComplaintsBoard.com associated with Sunwing Travel Group?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Sunwing Travel Group Customer Service. Initial Sunwing Travel Group complaints should be directed to their team directly. You can find contact details for Sunwing Travel Group above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about Sunwing Travel Group. Discuss the issues you have had with Sunwing Travel Group and work with their customer service team to find a resolution.