Sunwing Travel Group
reviews and complaints

To start the airline gave us the wrong forms to fill out when we arrived in Jamaica witch delayed us, and they were very rude and it was not our falt. When we arrived at our hotel they were very rude handed us our package witch was suppose to have a safe key in there they didn't have any told us to come back in the morning and they would have one but didn't. There is suppose to be 1 for every room in the resort but they don't. And there was this smell in our wing witch was the deluxe side that was raw sewage the hole week we were there. We arrived at the airport 3 hours before our flight and waited in a very large line for the full 3 hours just to check our bags, than had to run because our flight was boarding almost didn't make it. This was the first time we've had any issues and we've been using sun wing for years now, but this is making us think twice about traveling sunwing again.

Hello, my husband and I travelled to Cub, Varadero from December 9-16, 2016 with Sunwing. We noticed a new on-board food service catalogue by Kim Crawford. We are familiar with her products and expertise and decided to order from her menu. We ordered the Noodle bowl and Hearty Oatmeal based on the descriptions and photos. When the cabin staff brought us the two items ordered, we were handed a Campbells Noodle Soup Cup and a Quaker Oatmeal Cup. We paid $3.00 for the Campbells Noodle Soup Cup and $4.00 for the Quaker Oatmeal Cup. Neither of these two items had photos of the actual Campbells soup or Quaker Oatmeal. If we had known we were going to receive these two completely different brand names we would not have ordered them. The staff offered to refund us for the two items, however, these should not have been part of the Kim Crawford catalogue to begin with! This is no different than false advertising. Kim Crawford would not serve Campbells Noodle Soup Cups in her restaurant, nor Quaker Oatmeal Cups and call them her own. These two products should be in a seperate catalogue from hers and offered as on- board food service with the photos of exactly what you are serving so that the customer isn't receiving something completely different than what they ordered. I am suggesting that you are straight forward and upfront with your food menu. This left a bad impression, when otherwise we were happy with Sunwing service and are regular Sunwing customers. It doesnt matter what you are selling, what matters is that the product received is the product ordered.

I (Elias calder cunningham) had booked a trip to stay at the riu guanacaste in costa rica starting on jan 30th, 2017 and staying for one week. The trip was booked with a friend of mine amy louise rosenberger and we were staying together. We paid in full and were excited to go.
The trip was booked through travel masters in vancouver, bc through travel consultant carol morgan.
Due to some personal issues that came up I was forced to have to cancel the trip. Not only was the refund denied but sunwings was not even allowing me to make a name change on a hotel only booking. I understand the problems with name changes on international flights but those were booked separately from sunwing.
All I requested was a simple name change on the hotel booking and since I had paid in full this should be a simpel request. Instead it has been denied and denied costing me $1400 for nothing.
They have not provided anything resembling a legitimate excuse for their actions beyond that it is their policy.
If they are not willing to allow a simple name change then I feel a partial or full refund is the only reasonable thing to do, especially since we requested the change almost a month in advance.

The following is a copy and paste of an email from my travel agent.

"good morning,

I am hoping you can help me. I have clients elias calder cunningham and amy louise rosenberger who are booked to come and stay with you on jan 30th for one week. They booked their hotel through sunwing vacations and have paid in full.
Unfortunately elias is no longer able to make the trip. They found someone to take his place, but sunwing will not let me make a name change. This seems crazy to me on a hotel only booking.
My question to you, is that if are you able to change the name on your end, or do you care if the voucher from sunwing has elias’s name and someone else shows up in his place? I really do not understand why sunwing is not allowing us to make this change, and am hoping we can change it on your end, or
That you would accept the voucher even if the name for one of the people is different. The person who would take his place is rebecca patricia stromberg. Please let me know asap as we have to book her flights. I am really hoping you can change on your end and fix this big problem for me!

I will anxiously await your reply.

Sincerely,
Carol

Carol morgan
Travel consultant

Travel masters vancouver

200-2678 west broadway vancouver bc v6k 2g3 canada

T [protected]
Tf [protected]

Carol. [protected]@travelmasters. Ca
Visit travelmasters. Ca/carolmorgan
Like our facebook page
Follow @travel_masters

This was sent to the hotel directly who indicated they would not allow it in order to not jeopardize their relationship with sunwing.

when booking this vacation, all the pictures online are of the Grand Pelicanos, the hotel we were at was very old, only one buffet, no beach, extremely smelly stuffy room, and the locals working at hotel were extremely loud and if you can imagine that this plaza was so small that everybody wanted to be relocated because it was such a dump. our sunwing rep was exellent and was able to relocate us to Park Royal, eventhough it was better, there was no entertainment what so ever, tiny little beach, we really don't feel like we should have to have paid 200 pesos, 350.00 canadien dollars for hotel and the lost of a day and a half because was suppose to be direct flight to our destination but had to make a stop in Windsor to drop a pilot and also the whole next day for re-locating. we take on average 2 trips a yr for last 10 yrs thru Sunwing and this one was by far the worse represented hotels and holiday ever!we do seek re-embursement of 500.00 very upsetting experience no dought and would suggest that you remove this destination from your site

Dear Sunwing Airlines,

I would like to direct my concern to Sunwing in regards to the vacation package that was sold by your company and completely false based on your Vacation Package Description on the package brochures.

We travelled to Cuba for our family holiday beginning December 27, 2016 until January 3, 2017 at Melia Las Dunas, and our vacation was absolutely ruined due to the services provided throughout this resort .

I would like to start of by stating that this vacation had been very stressful and unpleasant starting from the first day. Upon arrival to the hotel, we had 2 rooms requested. As we entered the rooms, we noticed the strong scent of mold right away. Having a daughter with severe allergies to mold, I quickly had to return to the lobby, tip the staff and made a request in changing rooms, we got denied due to no rooms being available. Also, there was no water throughout the whole resort. We were unable to wash our hand or go to the bathroom after such a long travel period. This was a horrifying start to our vacation. We had 4 people sleeping on one king sized bed, since no one was able to accommodate us with a decent normal room, as we expected, especially for the amount paid. Once we had dropped off our luggage we headed to the buffet. First off all, it had been mentioned on your Sun wing website that there are 2 buffets available, meanwhile we realize that only one is open. For a resort this massive with 925 rooms, one buffet is definitely nowhere near enough to accommodate that many people. The buffet opened at 1pm, and we got there at 1:25 ready to have lunch after such a long travel period, but the lineup was endless, approximately a 45-50 minute wait. We had no choice other than waiting.
Once you receive a seat, it only got worse. The amount of food they put out is not even close to being enough for the people in the resort they have. Once your entering and starting to search for food I can firmly say there is completely no food that is eatable, especially for families travelling with a kid. Numerous staff put their hands in food, licked their hands and put their hands in the food we were “supposed” to eat. This is completely unacceptable. It felt like we were animal on this trip, rather than people saving up to go on an unforgettable getaway. As I approached to the salad bar, there was nothing other than onions and green peppers. Once asking the staff to bring at least something, they declare they ran out. As I approach the pasta bar to feed my younger son, I notice they are mixing different pasta together which have complete different taste, and looked so uneatable. My daughter headed over to the grill section, waiting for 55 minutes in line with toxic air because the fan wasn’t working, she got a tiny piece of chicken which was half raw! It is completely uneatable at this buffet, and we were unable to find any food due to the limited amount for so many people! Once our server came to us, I asked for juice for my younger son and got told that they only serve pop. I was completely shocked as a mother, since there is no way a little kid can be drinking pop for the next 7 days. There was no juice anywhere on the resort! This was completely opposite of what you provided in the vacation brochure about this 4 star resort’s services. Well with empty stomachs and an upset mind, I decide to just leave and head over to the beach to at least enjoy that. Around 5:00pm we head back to only one of the usable room we have, and notice that the AC is completely broken and there was no water at all, meaning we are unable to shower. As a part of our stay, in the Sunwing brochure it states that all rooms are equipped with WORKING AC. I call the reception desk to state both of our problems, and they mention that no one has water and their unsure as to when the problem will be resolved. WHAT?!?! How were we unable to clean ourselves off after being on a sandy beach. We patiently waited, expecting that the water would hopefully come back within a few hours. There was still no water in the evening so we go to the lobby bar, requesting a few bottles of water, in an angry tone both staff say they don’t have, they can only serve us a glass of water, and that one bottle of water was put in every room per day, per family. The one main point going through my mind at this point, is how is the food prepared when there is completely no water on the property. At this point, one of our days has been wasted and completely non enjoyable. By the morning, there was still no water so at this point I was not going to tolerate this, we were unable to brush our teeth, use the washroom and unable to shower and use the washroom. After several hours of stating my problem to the Sunwing representative, there was completely no change, so I had to get guest services involved as well. During breakfast, there was such a limited amount of dairy products, that my young little son ended up being hungry. After long hours of arguments, by the afternoon we had finally all agreed upon getting switched over to Melia Cayo Santa Maria. Due to no drinks available for younger children, the next day he broke out into an allergy due to the amount of concentrate, acid and caffeine in the drink. Now one of my biggest concerns about this trip has to do with all of my families health. Around the 4th day of our vacation we started to noticed bites on our body. As the days progressed the bits continued and became extremely itchy. My younger son who is 4, was covered with bites all over the back of his body and some in the front. The bites kept worse and spread throughout the body, and other health issues started happening to us. The first thing we did upon arrival back home, was to go to the closest walk in clinic. We were told that we got bed bugs in Cuba, and I find this completely UNACCEPTABLE! We are able to provide you documentation and confirmation from an MD about all health issues and pictures by request of this horrifying and brutal trip. The negative comments are endless including unsanitary washrooms, unsafe food handling practices, unlivable standards in room due to scent. unrelenting stomach pains, vomiting and diarrhea all due to the unsafe health aspect in both of these resorts. I am left in complete shock and find it completely unfair to pay such as huge amount of money as receive this type of vacation.
You as a travel company, have a responsibility to provide all the elements of the package contracted for as they were described. We are legally entitled to receive refund from you for loss of value, consequential losses and for the disappointment and loss of enjoyment we suffered. As you failed to provide us with the holiday we booked we are seeking a compensation from you for the problems we encountered, and for the distress and disappointment we suffered as a result.
I few months ago we travelled with your airline to Punta Cana, and that can definitely be called a vacation. Everything that was stated on the Sun wing website in regards to the resort, was present (AC, Variation of food, accuracy in the amount of restaurants, drinks for all people, phenomenal services, clean room etc). This was the main reason as to why we returned back to Sun wing for our next vacation, we believed all of the information stated on your website, which turned into a very unfortunate travel and loss of trust on what is stated on your website. We look forward to travelling in the future, and hope this issue gets resolved, so that we are able to continue travelling with Sunwing to vacation which will be positively unforgettable.
I look forward to receiving a response from you soon
Yours sincerely,
Iryna Kositsyna
A regular Sunwing Traveller
Contact Information
[protected]
[protected]@yahoo.com

I would like to tell you about my vacation experience that was absolutely horrible. On January 11th my girlfriend and I ventured off to Quardalavaca Cuba. We booked a resort called Club Amigo Atlantico. It is the worst resort I have ever been to. The food was horrible, the premises were very run down, the rooms were bad, no bottled water for drinking, no hot water for showers, there were sand fleas on the beach, and now I have welts all over my legs. The trip home was even worse. We flew from London Ontario to North Bay Ontario, and we could not land because of fog. Why wouldn't the London airport check with North Bay airport about the weather conditions before taking off? We circled the airport for an hour, then went back to Toronto. It was midnight at this time. I thought for sure we would be put up in a hotel room and fly out in the morning, but that was not the case. We had to wait until 1:00 a.m. for a bus to come and drive us 4 hours to North Bay. We were exhausted, could not sleep, the weather was brutal, freezing rain, the bus had only one head light, was sliding around the road, I was afraid for my life actually. We finally arrived in North Bay at 5:00 a.m. We started our journey back to Canada at 10:00 a.m. the previous day and it took us 19 hours to return home. Unacceptable! Sunwing gave us a $75.00 voucher when we got on the bus. That compensation is embarrassing. I will never go to Cuba again, or will never fly Sunwing again. We had to pay to upgrade our room in Cuba and we also paid to upgrade our seats on the plane and then had to take a bus home? Unbelievable! I am a Bank Manager, my husband is the President of a hockey team, and we know a lot of people. We will be telling everyone about the experience we had. I don't understand why a large airline like Sunwing, could not accommodate tired travelers with a dinner voucher and a hotel room? I booked a flight not a bus ride. We should have arrived home on January 18th, but got home on January 19th. I had to miss an urgent meeting at work, due to my lack of sleep.

13th Jan 2017 at hotel riu emerald bay Mazatlan, bed is broken 2 nights later when my back starts to hurt i realized bed is broken, went to front deck and told them to fix the bed or change my room cos i couldn't sleep properly, i was in room 213, went back pack bags again went to room 244 that same night 15th loud disco music from the bar and the fridge is broken and making buzzing sound i went down at 1:30 am to front deck complaint next morning while we are changing maintenance guys opens the door and start working the fridge i told them to wait outside till we are getting ready. So change room again to 433 on 16th I also got stuck in the elevator, credit card got missing from the atm machine i just had 1 real bad week. that is not a 5 star its a 2 star. advice please do not go there. thanks

Bought an all inclusive for my family of 6. A few days later the price dropped considerably. I bought the worry free cancellation and was told that I could cancel my booking at anytime. When I tried to cancel and rebook for the same thing they said I couldn't do that. Why did I just pay extra for the cancellation if it's no use.? Never again will I book through them :(.

Hello,
My husband and I were celebrating our 40th wedding anniversary and we booked Barcelo Bavaro Beach resort in Punta Cana from January 7-14/2017 from Signature vocation by Sunwing. We arrived at our resort on Saturday Jan 7th and we were notified that we need to attend welcome session by Sunwing on Sunday Jan 8th at 10:30am. We went to welcome session and met Aneudy from Sunwing.
We told Aneudy that we are celebrating our 40th anniversary and we would like to do something memorable during our visit to Punta Cana. He recommended Saona Island Tour for a day. He described us the tour as a heavenly experience with travelling by Catamaran boat with entertainment and drinks to Saona Island, visiting blue lagoon, having lunch on the Saona Island/swimming and coming back with Catamaran boat. I asked about accommodation on the boat and Aneudy explained there are washrooms for you to use and change to your swimming suits if you needed it. In a way he described the tour and made a prefect picture of it that we were very excited to go and purchased the tour for Tuesday Jan 10th in amount of $178 (US). My husband and I were very excited about the trip and were looking to having an amazing experience.
Unfortunately this tour was the worst experience that we have ever had. First going to Saona Island was on a small speed boat full of people with uncomfortable seats. This boat was going so fast and bumping on the water frequently and throwing us up and down. My husband has a back problem and bumping caused him pain and suffering which lasted until now that we are back. In addition all our extra clothing and our camera got wet from water splash. Of course there was no washroom to change to our swimming suits to swim in Blue Lagoon. Finally after 30min boat drive we got to the island and had lunch. Our going back was by Catamaran boat at least. There was only one dirty washroom on the boat behind the bar. I went to use the washroom and when I was coming out of the washroom I realized that I cannot open the door, I panicked and started pushing the door to open and continued pushing harder until I was able to open the door little bit, then I saw this guy is pushing the washroom door to keep it closed because he was peeing in the sea just by washroom door and yelling at me that you cannot come out to see my Willie (his pines). I was shocked with what I was seeing and experiencing. I am claustrophobic and feeling being trapped in the washroom caused me tremendous amount of anxiety. I cannot believe what we went through during this tour.
The next day (Wednesday) I went to see Aneudy about our experience with the trip to Saona Island but he was not at his desk. One of the staff in the office contacted him and he said he will be there at 3pm on Thursday. I went again on Thursday at 3pm but he was not there. Again he was contacted and he said he will be there on Friday and I could see him at 11am. I went back on Friday at 10:40am and Aneudy was not present. Another Sunwing staff told me that “he is not coming in today.” When I told that I am going to send an email to Sunwing and complain about his service, the Sunwing staff called him and handed the phone to me. I complained to Aneudy about our tour experience to Saona Island and requested refund. I told him we did not receive what we purchased and I am requesting a full refund. Aneudy assured me that he will send a report regarding my complain to Sunwing and he will see me on Saturday morning before we leave the resort and he will let me know how to follow up with Sunwing regarding our complain in Toronto. We never saw him agin. We feel betrayed and disrespected by Sunwing staff in caring for our concern. Your staff is not available according to his schedule that has been posted in guest services bulletin board since for 3 days I could not find him at his desk and I have a picture of his schedule in my phone.
We have been travelled so many times with Sunwing and always had good experience with customer service. We are very disappointed with this situation and not receiving service with your staff Aneudy and we will consider other options when planning our next vocation.
I am requesting your attention regarding this situation and full refund of $178 US dollars of this purchase.
Thank you for your consideration.
Best Regards,
Mahnaz Pourahmadi
Gholam Reza Nemati
Phone: [protected]

Booking #[protected] - we booked 2 rooms through Travelocity and received confirmation of same - when we got our confirmation from Sunwing it shows we are sharing a room and we cannot get anyone to correct the ussue. Also, the website advises the rooms have wifi, fridge and hairdryers - our room doesnt have any of this and wifi is only available in the lobby.
We have had no help from Sunwing or the resort

We travelled to Cayo Coco Cuba on December 29, 2016 and while in flight we were advised that there was no Visa cards for arrival on board. We were assured that there would be Visa cards available upon arrival at the airport.
When we disembarked at the Jardines del ray airport, they did not have any Visa cards and we had to wait 45 minutes for the Sunwing rep to get Visa cards to us. In the meantime, a HUGE jet arrived, with approximately 150 passengers, who all ended up in line in front of the Sunwing passengers. It took us 2 hours to get through the security to get our luggage and proceed to our bus to go to our resort!
This is NOT acceptable and certainly an unpleasant way to begin our holiday.
We travel 3 times a year and honestly Sunwing is our last choice, and this is why! I feel I am entitled to some sort of compensation for the time wasted in the airport due to Sunwing's failure to have the proper paperwork on board for the passengers when they know the Visa is required to enter Cuba.
I would really appreciate some form of credit towards my next vacation, or I will not ever book with Sunwing again.
Regards
Doreen Seidel
Booking #[protected]

Dec 2 2016 On board flight wg0732 I purchased an excursion for 2 called Tropical Dreams Snorkle Cruise adult $214 cdn total. I was told to take my receipt to Nexus rep at the riu reggae, and select a day...Did so for wed Dec7th on Nexus ticket 300737. Lat day on Dec 6th they called to cancel, but rebook for Dec 8th which we agreed to. On Dec 8th we were picked up by mini bus, driven to a dock... no catamaran in sight...stood there 45 mins and were told cancelled due to mechanical trouble. Since our vacation was over / flying home on the 9th we went to Charlton Jones the Nexus rep at the reggae and asked for a refund. He wasn't sure how to proceed because we booked on the plane?, but he made a few calls and said the refund process was started?. when booking, the $214appeared on my credit card statement in a couple days... it is now 4 weeks and a day since my cancellation and no credit has shown to my credit card visa ...5046. my sunwing receipt is wg0732 yyz-mbj s48052-1-121 2dec2016 seat 3f 13:02:56 $214...my name is Gary Jarvis, email [protected]@hotmail, phone is [protected], address 372 lake street grimsby ontario L3M 4M5..
I have called, emailed already to various sunwing numbers and addresse and have had no response... i want my money back please

Sent from yahoo mail on android

On mon, jan 2, 2017 at 2:15 pm, elaine walker
Wrote:
Book a trip with you online to be live dominican hamacabeach la roma. On dec 22/dec29. Get off plane after being delayed about 1 1/2 hour

Very unhappy with this trip. First I get there giving a room but no keys had to go back down get those. Get in to the room I was suppose to get was balcony with ocean view. I will forward my pic off my ocean view and did not get the balcony.. No hot water for 3days. Could not get breakfast lunch or dinner there were no seats at the buffet went different times the later we went some seat no food left. Try to get in to la carte all fully booked could not get in there. So we lived on hamburger and fries from the snack bar all week. Could not get a tea they had none. Good thing I had some off my own. Should not have had to make my own tea there. And make it in my room ever morning paid a lot off money to be relaxed and be served that's what a vacation is all about and on your christmas holidays I was stressed out had to walk to the other building for all these things. I have been in lower priced and lower stars than these one and had way better service. The pictures off these place is false advertising. As you could not get in to these part cause it is vip only or you had to pay. I book these place because it looked great because off the picture online. To me these is flase advertising. I did speak to are rep jullian in the lobby about some off these things. But so many people kept coming at him yelling at him about there issues I just stepped back and deside to deal with it when I got home. I would like a refund for my trip. Please a least respond to this. Cause I will no longer use sunwing for my next vacation and word off mouth god a long way.

To whom it may concern,

Since january the 3 rd. 2016-12-17 i have sent a written complaint that came back unread .I returned it again at the Montréal office
They acknoledge receiving the letter but i never got words of a settlement .
The facts :
My parents took2 flights tickets to Fort Lauderdale Florida the 31 january 2016.
They were given their specific seats because my father had gout and inflamed foot
Once seated, a while after, the hostess (a black women )who when asked did not want to give her name! Suddenly told both of my parents that they had to move from their seats . She not only changed their seats but separated them throughout the flight .
Both my parents are 84 years old. My mother even though she had back pains was very worried and annoyed to get up so many times to check on my dad and to give him his medication on time.
I could only imagine how inconsiderate the hostesses were toward this situation and aging travelers?

Upon returning home from Florida the service at the departure counter as even worse :
My father had suffered a long infection period while in Florida and was hospitalized.
He was released with strict prescribed medications and discharged instructions to follow.
At the airport counter my mother requested a wheel chair for my dad who was incapable to walk with his painful and swollen foot.
The clerk (a white young women) simply told her she had no chair to give and never offered to help to get a chair or any other help.
They had no luggage to give out just a carry-on.
The clerk insisted to take the bag anyway and asked for a 26.00-dollar fee that was not required for such a bag.
My mother pleaded to remove the medication from the bag for my dad and she refused.
Is this a way to treat senior travelers and abuse them to pay too?
NOW imagine the stress and risk that this situation implies to my mother and father.
Inconceivable.
To add to the stress, the plane was detained for another 2 hours before take off .
From a medical point of view this situation could be tremendously dangerous and could have resulted in a possible high blood pressure, clot and or even death situation.
I am claiming full reimbursement for their tickets 500 dollars each, and for the silly and unnecessary 26.00 dollars for a hand bag .
I would also appreciate an apology letter for my parents
Thank you for your understanding and hopping that this situation would no longer exist in your company.
Mrs. Bitton

First our booking number for Rodger Dixie and Barbara Dixie
Booking Number: [protected]
I am writing on behalf of the entire group that went on this all inclusive vacation to Whala Bravaro in the Dominican Republic. Members of the entire group are Rodger Dixie, Barbara Dixie, Gary Moore, Brenda Moore, Kevin Moore and Jennifer Hurd.
We flew out of Ottawa on Flight WG446 at 10:55 on November 24th and the vacation went downhill from here. We don't speak French and the flight crew ignored us and basically fell all over the French speaking passengers. They were unfriendly and provided no service unless we spoke up. This is totally unacceptable!
Arriving at the resort we were greeted by a front desk that was unfriendly, rude and lazy. They could have cared less if we were paying customers.
The food was of disgusting quality and most of the time was cold. As a result the entire group was sick for at least one day some for two days. I spoke with a group of fifteen from Sweden and they also had been sick, some for three days. Honestly my dog would not eat most of the food that was served. The coffee machine did not work for 80% of the week, so we had no coffee for breakfast on five mornings. The juice machine dispensed something but let me assure you it was not juice. At the buffet they often ran out of plates and it would take ten to twenty minutes for new plates to arrive from the kitchen. It was obvious staff were poorly trained or they just didn't care.
Often there was either white or red wine unavailable at meals.
We went to the sit down restaurant looking forward to at least one nice meal. The meal was so bad no one ate the main course. As an example I ordered the teriyaki pork chops. They were dry hard and over cooked by at least fifteen minutes. The staff mixed up our orders and they really didn't give a damn. Disgusting!
At the bars each individual could only order two drinks. So when our group of seven wanted a drink four people had to go up to the bar to get a round of drinks. This kind of service is unacceptable. After the second day we quit tipping at the bars. The beer was good and the wine was acceptable but mixed drinks were absolutely appalling.
There was no beach and it was filthy the entire week. We had to walk at least a half of a kilometer to swim. The pools were murky and cloudy and I never saw them cleaned once during the week.
Two couples on our group had to move three times to finally get an acceptable room. There is no way this is a three and one half star facility. At best it is a one star dump. Sunwing should be embarrassed to send clients there.
Each member of our group expects a $400 voucher towards our next vacation with Sunwing to make up for this appalling holiday. Nothing else is acceptable to us in order for you to at least partially rectify the events of this terrible holiday.
I expect a reply and solution to this issue in 72 hours. You may call me at [protected].

Thank you
Rodger Dixie

My husband and I travelled to Jamaica flight 731 on December 5. To start off, for the amount of money we paid I think it's horrible that no food or snacks are provided free of charge. On our flight down I found the flight attendants very sour faced and quite rude, at one point I was waiting for the washroom and the attendant closed the curtain right in my face, we hardly saw them smile at all. On our flight back on Dec 11, we were an hour late because of weather which can't be helped, so we go in at around 8:55, NOW we had to wait OVER 2 hours to get our luggage, not once did someone from Sunwing come over and explain what was going on. When people did start complaining(loudly) we were told it was the airports fault, yet every other flight was receiving their luggage. People wanted to leave their baggage and pick it up the next day and were told that it wasn't possible, but that it would be shipped to them in 2 days. Over all we are very disappointed with Sunwing, we will NEVER travel with them again nor will we recommend them

i seek some compensation for failure to offer me a return bus service
booking number 874 146 01
paul mallory
i was booked at club amigo guradalvaca holguin cuba sept 30 to oct 14 16
oct 17 we were told we had to move up north to cao coco
after the hurricane passed cuba the sunwing rep was rude and curt to me at the memories hotel - i told him my ticket was for club amigo guadalvaca
he was no help on setting up a return bus.
so i hired a taxi and spent 250.00 200.00 cuban pesos and returned to amigo guadalvaca for the duration of my vacation.
i would like sunwing to compensate me on this taxi charge.
i spend 10, 000 per year traveling with sunwing to cuba
i have found in the past that sunwing using the word " no" way to often with repeat customers like myself
paul mallory
292 mckellar boundary road mckellar ontario canada p0a 0b4
[protected]

we left for Cancun on Saturday Oct 29th from Vancouver on flight #wg597 are booking # was [protected] the champagne service while in flight we were told that all food was to be paid for & they do not take cash . we were under the understanding that we still got sandwich or some thing . we do not carry are credit cards on us & were really upset & hungry as I said we thought they would hand out some thing . when we got to Cancun air port to be taken to are bus for the trip to the hotel. the sunwing guy who took us there was really nice. There was another Sunwing guy there who we have no idea what he was doing just walking beside us and talking to us . As we got to go into the van he started to ask us for tip we already gave the gentle man who carried are luggage a tip. It was really uncomfortable as other passengers were there. then when we get to Akumal Bay Beach and Wellness resort are room was dirty the bed had a stain and sand in it . we complained the next morning and got new sheets I sleeped on top of bed first night then second day are patio door locks broke so had to get some one to come fix it as we could not lock the door after it was fixed or so we thought it broke again so we called back this time they got it fixed then to top it off the third day are room card would not work so we went to customer service to get some one to fix it . waited around and they came to fix it . when we got into the room we noticed the maid had cleaned the room and threw my girl friends camera lens in garbage as she cleaned the table in are room . found the maid and we ended up looking in garbage and luckly found it . I went to see manager of resort as my temper was gone he was nice about it and gave us bottle of champagne in are room and free massage but I already had my first 3 day gone waiting for things to get fixed. after all that was done we ordered room sevice at 11pm one night a salad and pizza the said 30 min at 12:15 am nothing called back and they said it was on its way still nothing gave up got ready for bed and at 12:50 guess what room service shows up. not a great holiday until the fourth day then it was nice but like I said first 3 days were lost . then on way back to Vancouver on Flight #wg 598 we ordered some noodles as we remember you have to pay for food we got two of them and the noodles were not cooked even got them to bring more hot water . not happy would just like something out of this .

I was assaulted in mid-air on my way back from Jamaica back to Canada. I submitted this to Sunwing Vacations, but since the manager did not report they do not believe me or want to pus this further. The person I interacted with (Kerian Hodges) will not push this further. Why would I lie about a person hitting my face in the air. I then asked if I could contact the crew because they wanted to close my case but was denied due to privacy issues (which I understand).

I guess the older woman who decided to hit me will get away with it and hit someone else in midflight.

I am writing to you to inform you of the status and treatment we received on our recent vacation to the Hotel Atlantico, Santa María del Mar, La Habana, Cuba.

Upon arrival at Veradero Airport we were instructed to board the bus for transportation to the Hotel. The trip from Veradero to the Hotel took almost 4 hours. I am wondering if our driver had ever driven a bus before. He was unable to shift and stalled the bus several times, unable to start it again. We also made what we are assuming was an undocumented stop while the driver pulled over to the side of the highway, and exited the bus. He went down a hill and had a lengthy conversation with someone in a house. No explanation, nothing.
When we arrived at the resort, we were told that the bus did not fit in the entrance way and were left in the street with our bags and told to take them into the lobby and check in. The bus for the return trip to the airport did pull right up in front of the lobby and loaded our bags without issue (the exact same bus style – different driver).

Once at the resort we were informed that check in time was 3pm. We were instructed to leave our bags in the lobby. Yes, in the lobby, where there was complete access to them to anyone on the property. We continued to check back at the lobby every 20 to 30 minutes and finally at 5pm, only after we called Sunwing, and they spoke to the reception desk, were we given our rooms.

The state of the rooms was definitely not 3 ½ star.
There are marks and holes in the walls, the air conditioners are beyond repair, the front cover fell off ours over and over (waking us the first night), so we left it on the floor.
The mattresses in the rooms were at least 20 years old, one with springs coming through the cover, we had to deal with beds ourselves. All of the linens were torn, and we doubt if they had actually been laundered recently.
The floors were sandy on our arrival. During our stay, the floors were never washed. They were swept, but were still sandy.
The chairs in all rooms were very dirty and full of sand; to the point where you would not sit on them.
There were telephones in our rooms. One in our party did not have a telephone cord from the phone to the wall. When it was requested, maintenance was sent to the room, and she was told that he would have to request a cord. Follow up daily with the front desk never produced a cord.
The televisions, although in excess of 10 years old were all working. The remotes, however were not working in 3 of the 5 rooms. One was missing batteries, when those were requested, again we had to waste time waiting for maintenance, and then the batteries were never received. In 2 of the other rooms the remotes did not function at all.
The bathrooms were also in serious disrepair. All had cracked and missing tiles. Mould in the showers. The taps around the sinks leaked. There was either hot or cold water, but never both. In one of the rooms the shower head was broken, so it had to be held and could not be put in the holder. This was also not repaired.
Towels were provided, and were clean. There are only bath towels (4 per room), no wash cloths and no hand towels.
In order to receive a new roll of toilet paper, we had to wait for the maid to check and see if we had one in the room already.
The beach umbrellas at poolside and at the beach were torn and broken. All of them. One day during the week we were told that we had to pay $5 for an umbrella at the beach. When another attendant arrived, and we asked for one, there was no payment demanded.
You are not able to walk on from the resort onto the beach in bare feet. There is garbage and glass all throughout the sand.

It became apparent to us on the first day that there was no management on the premises on the weekends.
When we attended the buffet for dinner, there was very little food. We were told that when they run out, that is all there is. The drink selection was just as disappointing. We were told that there was no juice available at the resort and that they did not have blenders.
On the Sunday following we spent a good portion of the day poolside. Again, there was a shortage of food. There is a Pool Bar where there are supposed to be ‘snacks’ served from noon to 6pm. When we asked to have the ‘burgers’ that were being prepared there, we were told no, that only the ‘ham’ and cheese sandwiches were available to us. We stood at the bar with other guests wearing wristbands while plates of ‘burgers’ were taken by a security guard from the resort to groups of (clearly his friends) people with no wristbands at the pool and on the beach.
All of the staff on Saturday and Sunday were all eating and drinking (beer) while working. It could be that this is allowed, but it’s doubtful, seeing as there was not enough food for the guests.
Staff on the weekend were also not wearing uniforms as they were during the rest of the week.
There was no outside cleaning done on the weekends. Glasses and cigarette butts all over the place poolside.

With the exception of Friday, all of the staff were rude and nasty. They ignored guests at the bars and at the front desks. It was like staying in a Hotel where all the staff is 12 years old. They were clearly there for their own benefit. All of the other guests that we spoke to during the week said exactly the same thing. At the Atlantico, you are on your own.

There was so much inconsistency in everything, the bars had different drinks, if you wanted a pina colada, you had to go all the way to the lobby bar, the pool bar said they weren’t allowed to mix them. The mix came in a bottle? There were issues with the beer as well. The bartended at the pool didn’t like how much foam was in the cups when she drew the drinks, so she would fill empty water bottles with draft beer and then pour from the water bottles into the plastic bottles. The beer was always warm and flat.
Water had to be purchased either at the store or at the Hotel. The Hotel refused to sell the large bottles to guests. We could only purchase small (8oz) bottles and they would not refill them.

On Sunday there was a homeless man asking for money of the guests by the pool. He then took a nap by the pool himself and was not asked to leave the premises by any of the staff or the security at the pool. To them, it was humorous. A joke, like everything else going on at the Hotel.

On Monday at the buffet restaurant, we were in line, and witnessed the gentleman at the omelet station cut his thumb severely. He kept cutting the ham, and scrambling eggs with the blood dripping on to the cutting board. He did finally wrap the thumb in napkins, and as it soaked through, he would replace the napkin. He did not wash his hands once, or wear gloves. Needless to say we avoided whatever food he was touching for the rest of the week.
During the week we also had the opportunity to see one of the cooks preparing lunch with no shirt on, and a woman serving in fuzzy slippers.

Throughout the week there was a clear shortage of silverware, glasses and plates. We were told many times that we would have to wait until they had washed the glasses, then someone would take our drink orders. When they did wash the glasses (at the bar) they just held them under running water and left them to drain, no hot water, no dishwasher, no soap. The situation was the same with the silverware.

On Thursday afternoon we went to the lobby desk and asked for a taxi. The woman at the desk called the security guard at the gate, and we were told to head out to the gate. Once there, we saw the security guard take $5 from the ‘taxi’ driver. We made sure with security and the ‘taxi’ driver that the price was $15 (this is what it had been all week, and this is the price that was given to us by the Sunwing Rep on Monday). The price was agreed and we headed into Havana. We had taken taxi’s from the City to the Hotel all week at the $15 price with no issues.
Before we arrived at our destination, the driver began insisting that we each pay him $15, he insisted that the price was per person. When we said that he and security had agreed on the $15 price, for all, he became increasingly threatening and was shouting at us. When we refused, he dropped us on the side of the road, and refused to take us into our destination (even though we had paid the original $15). We immediately thought that we should not have asked anyone at the Hotel for transportation.

On Friday, we noticed very early in the morning that something was different. All of the staff were in clean uniforms; the dining room had an abundance of food; the servers at the buffet were wearing gloves. While we were in the dining room, a group of Business People (we don’t know who they were), they were Cuban, and very well dressed, with a few other employees we had seen through the week on the grounds, walked through. This was the only day that all of the staff was friendly and accommodating.

We have been to Cuba before, and were aware of what they can and cannot get as far as food and supplies. We stayed in Cayo Coco at the Tryp, and although it is Cuba it is a million miles from the Hotel Atlantico. The food was much better, the resort 100 times cleaner and the staff 100 times more friendly and accommodating.

It is difficult for us to all travel at the same time and we have wasted this opportunity with much of the fault going to Sunwing. You should actually visit the resorts that you are rating, and stay there as a guest before you can recommend that anyone visit.

We will all tell our families, friends and co-workers to speak directly to someone who has been to a resort that Sunwing rates or recommends, and if they can find another provider, to go with them.