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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.
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11:12 am EST
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Sunwing Travel Group nightmare vacation

I booked an all inclusive with sunwing from december 23, 2012 to december 30, 2012 it was a nightmare! At hotel oasis valedero, we were promised sports at the beach and there was nothing, also we were suposed to have a snack bar, and a la carte resterant, snacks in the afternoon, satalite tv which was not true no tv reception at all, no phone in the rooms, no wake up service no hot water for 3 daysfor showers no water at all in the bathroom sink, the food was discusting, I spent $80.00 in taxi's to town and back because there was supposed to be a navette from the hotel to town which there wasn't I always had my hand in my wallet, the beach was discusting glass garbage ect all over the beach, I ate in resterants in valedero every dayi spent over $250.00 that week because the food at the resort was #, I paid for an all inclusive vacation from quebec city to valedero cuba don't promise things and not deliver I expect a refund if not I will go and see my lawyer this is lies upon lies

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majesticfun
Mississauga, CA
Mar 26, 2013 12:53 pm EDT

Good luck with your complaint. I too had an awful experience in Varadero; has taken 8 weeks to get a response from Sunwing, which basically disregarded all the issues I outlined about the Resort. Their investigation involved them sending my complaint to the Resort in Cuba. The Resort replied in extremely broken English (most of the letter makes no sense), didn't address most of the issues and was full of one lie after another. This is Sunwings method of investigation...relying on the Resort being complained about to reply with an honest assessment of their services. Sunwing told us we should have addressed all the issues with their Rep while we were at the Resort so that they could have addressed them at the time (not sure how they could have fixed falling down ceilings, dirty conditions etc while we were there). Sunwing also said they receive positive comments re the Resort. So, basically, my opinions and experiences mean squat! They offered up $50 voucher for next booking which has conditions of use before one year's time and I must book no earlier than 45 days before the trip. In other words, they know I won't even being using it and they are at no loss. The travel industry needs better regulations and proof should be given that Canadian reps are going to these destinations and checking out the Resorts in person. Regulators should also have a set of standards and they also should be going to Resorts to see if they comply with what the Suppliers are advertising. Other industries are heavily regulated and lose licenses if not adhering, why not suppliers like Sunwing? The consumers are being duped. And unfortunately, most people just don't take the time to complain...many because they feel their complaint will go nowhere...very sad.

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8:47 pm EST
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Sunwing Travel Group deception, threats, evasion

I chose to stay at Breezes Jibacoa based on the assurance of a Sunwing agent who claimed the resort is “very quiet” and suitable for my mother, an insomniac. Before purchasing the 7-day package, I stressed that mother’s medical condition is very severe. I was assured that the resort is the quietest in the area, with no noise after 10pm. My booking specifies “garden room”; Since I was told there’s some noise from the pool, I had my agent file a request specifying my mother’s medical condition and the necessity for a quiet room far away from the pool.

We arrived Saturday night. When I checked in, I was given a room direct facing the pool and the stage, the source of loud, heavy bass of live performances from noon to midnight. Directly behind the stage, the disco operates everyday past 2am. When I asked reception to provide the quiet room I was promised, they said no quieter room is available.

The very WORST aspect of Sunwing’s deception is that there is no possibility of a quiet room at Breezes Jibacoa: Buildings are of worst quality and have no sound insulation. On the first day, I heard loud talking past 1am. I thought it was next door neighbours, but when I went out to protest, I found it was people conversing in the outdoor dining area over 50m away. Walls and doors offer absolutely no protection against noise. Voices of passerby and next-door neighbours are heard exactly as if they are in your room. When people wake up, the thumping from upstairs is unbearable. Absolutely inescapable is the loud, central generator for air conditioning runs 24 hours a day. But the worst comes from plumbing: When the toilet flushes upstairs, water descends like a waterfall, sounding at least twice as loud as in your own bathroom; And the toilet flushed five times one night. We were absolutely tormented by noise: Over four nights, my mother managed only 2-3 hours sleep.

Severe insomnia requires quietness, yet Sunwing acted in blatant neglect of the medical condition in a) providing one of the loudest rooms on the resort and b) recommending a resort that cannot provide a quiet room and c) doing absolutely nothing for even relative quietness.

Moreover, Breezes Jibacoa is a health hazard that provides contaminated food. During our stay, we consumed only resort meals: Upon first dinner, my mother and brother immediately started suffering indigestion. After dining at Martino’s Monday night, everyone fell sick to absolutely terrible bouts of diarrhea. My mother also suffered severe vomiting following morning. My brother Sae suffered the worst: He remained collapsed on the bed and sick to stomach (literally) for an entire Tuesday; Painful stomach cramps and indigestion forced him to the toilet eight times that day, and six times the following day. Even now, an entire week after, the symptoms persist.

But the most disgusting and unconscionable was the response of Varadero Sunwing’s representative Mildre and her supervisor Juan Antonio Gonzalez. Mildre arrived on Monday. I briefed her in detail on the noise, and on Sunwing’s neglect of my mother’s medical requirements. Despite repeated explanations that the hotel cannot offer quiet room, she completely ignored my concerns, evaded all responsibility, only telling me to talk to the reception manager (which I had already done many times prior to her arrival).
By Tuesday morning, with everyone gravely ill, I requested that Sunwing provide a return ticket ASAP. Mildre demanded further payment of $450 per person. Due to Sunwing’s deliberate neglect of my mother’s insomnia and basic food safety standards, our vacation was ruined and we were forced to return early; Yet, Sunwing sought to exploit even this emergency (of its own creation)!
I warned Mildre that I will hold Sunwing accountable for their actions, publishing everything online. She transferred me to her supervisor, who named himself Juan Antonio Gonzalez. After rudely denying my concerns about noise and food poisoning (with violent, senseless shouting and insinuations that I was lying), Juan offered a “discount” of $230 per person.

Seeing no sense in talking to scammers, I requested contact number for Sunwing in Canada (as I discovered I cannot reach 1-877 numbers from Cuba). Mildre refused, claiming she did not know how to contact the Canadian office. I asked to be transferred to her supervisor. Mildre claimed Juan cannot talk to me, and that no one at Varadero knows how to contact Sunwing Canada – a clear lie! When I repeatedly asked to talk directly to Sunwing Canada (since no Cuban representative took least responsibility), Mildre became highly agitated and threatened to “call the Cuban police and immigration.”

I demanded to know on what grounds: “Did I hit you? Did I touch you? Did I threaten you? Did I shout at you?” She dared not reply. I promised to report her threats to Sunwing in Canada, and if necessary to Cuban authorities. This appeared to agitate her greatly. She transferred me to Juan, who also claimed that contacting Sunwing in Canada is impossible.

Moments later, Mildre returned and asked “would you accept my apology?” I repeatedly asked her “did you threaten to call the police?” After lying many times, “no, I didn’t say that, ” Mildre finally admitted it, “yes, I did, I did say it.” About half-hour later, she came back with Juan’s offer: Sunwing will offer “free tickets” if we sign an agreement “not to complain” (their words). Attached is the form they tried to make us sign.

We refused such a coercive document, and I demanded immediate release of the tickets. Mildre stalled for about three hours, insisting that she can begin to prepare tickets only with our signatures.

Disgusted (and being notified that the internet was finally fixed), I went upstairs to write an email to Sunwing Canada. Mildre came running up to tell me that Sunwing will yield the tickets without condition. She appeared very agitated and asked me several times to log off the computer and “shut down everything”. Within next hour, I was given three return tickets. I demanded that my mother and brother be given the Premium Elite seats I purchased for return trip; A cautious male Sunwing representative met me at the airport next day, and facilitated this.

I was promised seven days of quiet vacation for my family, and purchased the Jibacoa package in this belief; What we received were four sleepless nights, constant aural agony, food poisoning, extortion and threats from criminals that are Sunwing “agents”.

You can read the CBC article below documenting Sunwing Vacations’ exploits in scamming customers:
http://www.cbc.ca/news/canada/british-columbia/story/2011/01/03/bc-sunwingpackage.html

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Sunwing Travel Group poor flight and service

Worst airline ever.
We paid for the extra leg room seats on a 6 hour flight. The parents and child ahead of us treated the flight like a disneyland jungle gym. The attendants did nothing about it. Nothing. They were generally unfriendly. Upon arrival Sunwing lost the entire flights luggage. Yes, that's right, the entire flights luggage. We waited for hours in the middle of the night to get our luggage, while sunwing offered no apology and looked for someone else to blame. On the way home the check in staff was rude and unhelpful. We complained upon arrival home. Sunwing was responded with LONG time frames between responses and they were unhelpful at ever turn. The only compensation they offered was $100 voucher with so many use restrictions that the voucher is essentially useless unless you book a full fair package with them again. That is not a remedy to a service problem. Horrible airline. Horrible staff. Horrible supervisors and management. Do not waste your time and money with them - no matter how good the deal seems. You will waste your money.

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Sunwing Travel Group ripped off

I just got back from the Grand Oasis Cancun resort and I was not impressed with what I paid for and for what I received . My booking number is [protected] . Paid for the Grand Oasis Cancun Hotel was put in the Oasis cancun hotel ( big price difference between the 2. Biggest dump I have ever stayed in . Was suppose to get part ocean view, . Minibar, Ipod docking station . alarm clock and so on . Did not get any of it . Got beach towels 3 days later . Paid 1400.00 while people next to me paid for the oasis cancun of 800.00 . I was in their building . There are 3 categorys on the resort Oasis Palm, oasis cancun and Grand Oasis Cancun . I paid for the Grand Oasis Cancun . When booking I could of picked the cheapest package but I chose to pick the better amenities package and didn’t get it . This is false advertisement and I would like to be reimbursed of the difference . I have booked with Itravel many times and I know what to pick for in a package . Barcelo’s and Riu I guess are the hotel chains to stay at . as you don’t get scammed .I could go on and on about things which accured at this Resort . but it is pretty lengthy I can be reached after 4:00 calgary time . Also I knew people that booked exactly what I did and they got what I was suppose to get
Sunwing and Itravel should be disgusted in themselves for ripping people off

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Sunwing Travel Group bad service, misrepresentations

We booked our dream honeymoon vacation with Sunwing expecting the time of our life but instead had a nightmare of a trip. Most unexpected was the response or lack there for assistance and resolution from Sunwing while in Jamaica and upon return to Canada.

We arrived in Jamaica to find our luggage was missing. After filing the required papers regarding the missing luggage, we made our way to the shuttle transfer area. We were told that we were not on the list for transfers to the resort (included in our package). The Sunwing rep at the airport wasn't expecting us so she had to figure out an alternative way to get us to the resort which took almost 5 hours and transfers instead of the 90 minutes we were expecting on one bus. Upon arrival at the resort, we were informed that the honeymoon package (our travel agent called to confirm) was no longer available and also that the resort was at low capacity so only one restaurant would be open. We were also informed that we could not eat in the restaurant because we did not have the appropriate attire since our luggage was missing.

We went to our room and were horrified to find the bathroom in disrepair and had hair all over it. The bed was worn out and the ocean view that we upgraded to from our room was blocked by a cruise ship. Not what you would expect from a 4-4.5 star resort ratings according to Sunwing. The Hotel informed us that they are barely a 3 star.

We requested to be moved to a different resort, it was new and was offered at lower rate which we did not ask to be compensated for, it was the one that we originally wanted to stay at but were convinced by the agent not to go to.

Each day was spent on the phone with Sunwing and with the Sunwing rep at the resort in search of our luggage and attempting to get us moved. 4 days into the trip our luggage was still missing and we were woken early and informed that Sunwing would be moving us. We arrived at the shuttle to find we were not on the list and the Sunwing rep was not available, also the resort had not been informed of our early departure. Finally management of the hotel was able to resolve the check out issue and got us onto the shuttle.

We arrived in Montego Bay where we were dropped off and told to find our own way to the new resort. Upon arrival at the new resort we were still required to meet with the rep daily and did not received our luggaged until the evening of the 6th day (of the 7 day vacation)!

We did not plan on having to spend our own money and time to locate underwear and socks and some t-shirts and considering that we are both very tall as I stand at 6', my husband is 6'6" so finding clothing on a resort island was not easy or inexpensive or quickly managed! We asked Sunwing to extend our trip a few days so that we could enjoy ourselves and relax after a week of frustration but they refused. Upon return to Canada, our luggage arrived torn open!

To date, Sunwing has offered each of us a $100 certificate towards future travel with Sunwing as compensation.

We have repeatedly requested a full refund or credit for future travel of our choice in the amount we spent which was $3500.00.

We travel extensively and I have a serious illness and knowing my limitations we carefully planned for time spent en-route to the resort from the airport, making sure the resort could accommodate my limited diet, etc. This was all verified with Sunwing prior to booking. The extended time spent in the shuttle and the stress of the many problems we faced caused my illness (Systemic Lupus) to flare and I was in such pain!

All this in addition to Delayed flights, long waits at airport with no food or drink. (We also paid extra for no-line luggage, premium seats, pre-boarding which we did not receive.) The plane was so small we had to squish into the seats with our legs pressed into the seat in-front of us. The in flight entertainment did not work. This was the case to and from Jamaica.

We have tried many times to resolve this, even writing the CEO and President of Sunwing after we received no results with Sunwing customer service.

It has been 3 years and after many attempts and various correspondence back and forth, we are about to give up on resolving this matter.

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Sunwing Travel Group lost luggage

Well I will try to make this short and sweet, on the 28th of March, 2012 after 5 years of no holidays we finally were leaving to Varadero for a 1 week all inclusive vacation Booked through sunwing vacations, Flying out of Saulte Ste Marie, via Ottawa, we arrived in Varadero on time, but with no luggage, (lost, stolen ) we don, t know. So we filed a report at the airport and went to our Hotel and hope for the best. We got a hold of our sunwing rep, and everyday we were told it was found and would arrive by 5:00. It never did and still never has, and I can, 't even get a hold of a live person at Sunwing to talk to, just e-mails with no response. I feel like we have been ripped off, with absolutely no accountability. We tried to go into town to replace even the simplest things, like undergarments, and found that Impossible, it is lucky we were traveling with friends, as they lent us a few things. We spent an Entire week wearing bathing suits and t shirts, we couldn't even go to an Ala Carte Dinner as we had no Attire. This truly was a horrible, horrible holiday, and No one from Sunwing has even retuned my calls or e-mails. They should be ashamed of themselves, I guess they figure they got our money, and thats it. Someone please call me. Rick

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Color works Painting
, CA
Mar 14, 2017 8:47 pm EDT

we traveling with sunwing on Feb 11-2017 to mexico cuncun all inclusive resort on that day my flight was at 10:15 and arrive at cuncun at 14:25 my flight was dalay until 12pm without a explanation . And the stuff it was so rude not event a I'm sorry I last one and half day on my way backed to Toronto Feb 18 -2017 flight number WG 512 we last a baggage and still no where to be found case number is 001430 on my bag I have all my daughters close I need to know what is going to happen for the day nada half I lost on the resort and all so for my baggage please get back to me with some information

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Color works Painting
, CA
Mar 14, 2017 8:57 pm EDT

Worst airline ever. All the staff were rude now I try to get someone to talk it's all emails or voice-mail

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Yumey Fernandez
, US
Oct 22, 2015 1:57 am EDT

Got a trip to egas with Sunwing. I only had a carry on with me which was 7kg. that was all my luggage an Sunwing didnt let me to carry it with me and force me to check it. My bag never made it to Vegas. I spent 5 days there and I called Sunwing every day. nobody will pick up the phone nor return my calls. Bags never came. not a word from the airline. the allowance for delayed bags for US destination is CAD $25 per day and UP TO $75. That's a joke. Cannnot even buy underwear with that amount in Vegas. SUNWING has the capability kto turn your vacactions in a nightmare. It is the worst company to deal with.

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Stacey's
Lloydminster, CA
Feb 17, 2014 12:44 pm EST

Lost are luggage just recently lots of stuff I miss if I don't get back. First trip and worst experience ever now. Hoping to get back.

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Lenni
Perth, AU
Aug 15, 2013 7:45 am EDT

Yes - Sunwing IS an airline - oh - and if you want me to "cite my sources" here: http://www.flysunwing.com/

and YES Sunwing vacations is the packages side of Sunwing Airlines.

Perhaps a bit of research before commenting on things you know nothing about might make more sense. Maybe take some advice from your own "name"

Many people have encountered the same issues with Sunwing. I used them when I was living in Canada and they were disorganized, rude and it seemed that there was no communication between various departments. It was the worst holiday I have ever been on and I would advise anyone to steer clear of Sunwing.

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TravelBug01
Vancouver, CA
Aug 14, 2013 1:22 pm EDT

Worst airline ever. All the staff were rude, they were very unorganized. It didn't matter if you were in Elite or not, they formed a third line for everyone to board at the same time so basically we were all pushed onto the plane even though it wasn't our fault that they were running so late. The staff do not know how speak professionally, they talk to you as if you are their friend (I watched them scold an older man to sit down), not a valued customer. They also lost my luggage and when I spoke with the woman, I was trying to ask her questions about what would happen and the only thing that I got out of her was a screaming match about how all our luggage was probably stolen even though were were six couples missing luggage. I've been calling several times and the only thing I got from them was that they were doing renovations and couldn't check if my luggage had arrived or not. I am extremely frustrated to the point of a nervous breakdown because all my necessities are in there and I'm not even able to leave the house without them. I tried calling their main line and all I received was that "if they are doing renovations and cannot look for your luggage then they just can't and we can't do anything about that." I hate this airline with a passion.

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Don't Trust Sunwing
Toronto, CA
Nov 26, 2012 7:46 pm EST
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Sunwing lost my luggage as well as 5 others on my flight from Toronto to Varadero. Interestingly, everyone whose luggage was lost was traveling as a single. Oh - and I upgraded to Elite Plus or whatever it's called. Gotta love the elite service. Back to singles - guess they don't make as much money off of us so clearly we wouldn't be worth as much as a valued customer. I was lied to, given the run around and in the end my vacation was ruined and Sunwing could care less. I think Sunwing has turned their lost luggage strategy to focus on singles now (less people impacted). If you are traveling on a full flight - stay away from Sunwing - or pack everything in your carry on. And normally I wouldn't complain about this - but their "champagne flight" and warm towels are a joke. Yes, you will receive a shot glass of champagne (but not on your return flight) and a hot to cold towel depending on where you sit. All marketing tools that sound amazing - but are a complete joke. Sunwing is making a joke of us all - because we fall for their marketing tricks. This is the first company I've ever posted a complaint about.

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Worden
Saint John, CA
Jun 10, 2012 5:30 am EDT
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I arrived back in Halifax from Varadero on April 6 of this year and my luggage did not show up...stilll has not shown up.I am waiting to hear something from the company and have been waiting and waiting.Sent them a letter on May 23rd and still nothing from them.I actually asked them to call me.What is going on here.I am coming to the point where I am about to contact the papers.Even had to go to a lawyer and get everythng itemized and notorized in my suitcase to get a claim going but nothing back from anyone.
I am very upset about the whole situation.please someone call me with some info.

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Sunwing Travel Group doubtful pricing

My wife and I have puchased a package for two to Cayo Santa Maria on february 11th with Sunwing Vacations, for a total price of $2900. On march the 15th, I looked up the price and it had dropped to $2084 for the very same package. I've tried with the company and the agency, VOyages Bergeron, to have my packaged bettered to a premiun suite and/or first class seat and/or VIP package to no avail, both the Company and th Agency said they could do nothing. I've looked up at complaints from travelers against Sunwing and could not find anyhting that closely resembled my case. I believe it is an unfair practise to open up a flight prices high, and drop them so abruptly a month and a half before departure.

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Sunwing Travel Group azul sensatori hotel, by karisma, riviera maya

AZUL Sensatori - beware

Buyer beware - take note of the issues below if you decide to book. While the AZUL Sensatori has a nice layout, the food for the most part is good and the front line staff are friendly, we unfortunately had a number of problems at the hotel that people should be aware of. (See other complaints re this hotel on tripadvisor.ca)

Some of these issues should have been well understood by our travel agent (Travel Sensations, in the Royal Bank Plaza, Toronto) and the tour operator (Sunwing). As a result, we feel we over paid based on misleading claims and had the enjoyment of the holiday quite compromised. You should be very skeptical of the source of the customer feedback data in the Sunwing brochure that gives this hotel a 96% rating.

While there, we tried to talk to Sunwing representatives and the hotel staff, but to not avail. As well, no hotel manager would make him/herself available after repeated requests - they were always in meetings. In fact, hotel communication with the guests was poor in general. When checking out, the person asked if everything was alright and I said no. I explained that I had tried three times to speak to a manager. The person at the desk offered condolences, but was not interested in pursuing it and did not provide a Customer Feedback form (we heard about it later when getting on the bus to the airport). If unhappy guests do not get this form, I can see how this would help keep the customer feedback rating at the 96% level.

In an effort to help other first time family visitors to the Cancun area, here are some observations/advice that we hope will help you. We wish we had this when planning our trip. In fact, it would be great if guests to hotels in the area posted their comments – both good and bad – to the respective websites, including tripadvisor.ca.

1. High price – We would not use a travel agent again. Our travel agent, Travel Sensations, recommended the AZUL Sensatori hotel - in fact one of its agents had been there. It seems to me that a travel agency should make an effort to be well-informed before recommending a hotel, especially when the hotel has a history of problems after being open only three years. We booked in late September 2011, as the agent recommended booking by October to avoid disappointment. (Turns out there was no need to rush.) We paid full fare - $2, 152 per adult or $8, 100 for the family (before insurance). We paid $1, 000 in Sept 2011 and the balance of $7, 100 in Jan 2012. We were wrong to do this. In the future, we will book online and much closer to the travel time. The fares are lower and we would be happy with any 4.5 or 5 star hotel available in the area at that time. Appears travel agent input is of limited value and the savings can be in the thousands.

2. Vacation Clubs – AZUL Sensatori has a high volume of international Vacation Club members (this can vary depending on the hotel). Vacation clubs members from around the world can stay at cut rates and are treated as first class guests by the hotel. The rest, like ourselves, are second class guests even though we booked six months earlier and paid full fare two months prior (check-in upgrades means very little). The Vacation Clubs are first cousins to the Time-Share concept – prospective members are recruited using high pressure sales teams that try to get people to pay upwards of $25, 000 up-front for subsequent vacation privileges. Depending on how you negotiate and the options you choose, the cost can be lower or much greater. Our hotel approached us on four different occasions to come to a Vacation Club presentation using various ploys. We are not sure if the travel agents or the tour operators also share in the profits from a sale, as they are the source of prospective members. Vacation Club guests are able to reserve hotel facilities ahead of time, while regular guests cannot. Regular guests only get what is left over, if anything, on that day. This went on all week and was hugely aggravating. This included everything from the restaurants to the good lounges on the beach and at the pools. For example, each day regular guests start lining up at 6am to try and reserve a good pool/beach lounge when the booth opened at 7am. The hotel person usually arrived after 7am and each day told the people waiting in line that most have been reserved already (i.e. 10 to 15 out of 20). Only a few people got what they wanted. I learned that the reservations were made by Vacation Club guest days earlier.

3. Seaweed beach – The beach was horrible and we felt mislead. Having a beautiful beach was important to us, and this was a big disappointment. Huge amounts of seaweed were constantly washing up on the beach along the entire shoreline in front of the hotel. Also the first 10 to 20 feet of surf had large amount seaweed floating in it (see photos). It was gross to walk in. The problem is especially bad when the winds off the water are strong. Two tractors went back and forth all day long scooping up the seaweed that never stopped rolling in. I’m not sure what was worse – the seaweed or the stinking diesel-smelling vehicles going back and forth in font of us all day long. Once past the seaweed, it was very difficult walking in the surf because of the sharp rocks in the sand. It was painful to watch someone try and hobble in and out. As a result, few guests ventured in and water activities were very limited (the hotel had kayaks). The stretch of beach in front of the hotel seemed to be particularly bad compared to others in the area (some guests walked to neighboring hotel beaches to swim).

4. Restaurants – The advertising by the hotel and in the Sunwing brochure advised there were six a la carte evening restaurants, with only one, the adult-only le Chique, requiring reservations three days in advance. The claims were misleading. The very worst experience was the frustration in trying to get into the le Chique restaurant. Most every guest came to the hotel excited by the advertising claims about the 12 course meal prepared by a Michelin trained chef. We arrived Friday afternoon and on Saturday we tried to make a reservation (bookings are made between 3pm and 5pm). However, it was already fully booked. Sunday it was closed. On Monday we lined up at 2:30 and were the second in a long line when the doors opened at 3:00. Even though we were second at the desk, we were told that the restaurant was already fully booked for Wednesday and Thursday. As we were departing on Friday, that was it. Almost every regular guest had a similar experience – most all found it impossible to get a reservation there. Why? It turns out that the Vacation Club guests can make reservations in advance over the phone at any time. So of the 20 or so spots available per night, only a few spots, if any, remained for regular guests. This is in a hotel with over 450 rooms. (Friday seemed to be an easier day, as many guests were either leaving or arriving on that day.) Each day the guests in the daily line-up were given all sorts of reasons why they could not get a reservation, some quite creative, ranging from conventions, special events, even reservations made by the chef for special people! It was untruthful and insulting. Almost everyone went home feeling upset and slighted by this experience, having been repeatedly turned away. We actually got in, but I won’t say how.

There were issues with the other restaurants as well. The restaurant, Spoons, was a buffet, with a menu. But the menu included only things that were in the buffet. The other four restaurants had long line-ups in the evening, from 45 minutes to over an hour. To avoid the line-ups we found it best to eat between 5:30 and 6pm. One of the reasons for the line-ups at the restaurants was the prior reservations made by Vacation Club guests. Any attempt by a regular guest to make reservations using a hotel concierge was ignored. As a result, many guests resorted to various techniques to try and avoid the wait time. On Thursday, we left our two teenage daughters at the Zavaz restaurant so we could go to le Chique. There was a long wait but the manager said he would make sure the girls were looked after and try and cut the wait time. They were treated badly and after an hour they left and went to the buffet at Spoons. Another reason for the line-ups was restaurant closures. The Tapaz was closed one night, with no explanation. The Zavaz was closed one night for Caribbean-on-the-beach night. The other two restaurants may close one time during the week as well.

5. Sick – My wife became quite ill on the second day. The combination of a bad drink from the walk-up bar at the Mexican restaurant on Saturday afternoon (the first one at the hotel) and the chili at the beach grill midday Sunday had my wife throwing up most of Sunday evening. As a result, she was not able to eat normally for the rest of the week. Her stomach is still not right and she will likely need to see her doctor next week.

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Sunwing Travel Group paid seats

On March06, 2012 I booked 2 seats to come back to canada and paid $36.00 dollars.When I asked for seats as close to the front as possible they phoned from the resort and was told the closest there was is row 12EandF.Some of the other s travelling with our group got seats much closer when they arrived at the airport and never had to pay a cent for seats in row 7.I don't think its hardly fair if this is a way of making money off paying customers. Your immediate attention is greatly appreciated. yours truly Elaine Marsh my email is [protected]@mymts.net
Winnipeg. mb . phone;[protected]

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Here Ewe go
Guelph, CA
Nov 28, 2012 2:08 pm EST

I had the same problem! They refused to refund my money. I have been to Cuba 3 times in the past 18 months... I will never use Sunwing again... They just lost themselves a steady customer over $40...

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Sunwing Travel Group vacation

My complaint is in regards to our vacation to Santa Clara Cuba jan13=jan 24 at memories parisso, . When we arrived to our hotel we were taken to our room, which we had paid extra for a oceanview and did not get it, so off to the lobby to let them know it was not a oceanview they repeatedly told me it was, finally the girl at the front reception said lets go look at it . she agreed it was not, after several hours and a fight with front reception we recieved our oceanview room. After settlling in to our room low and behold i was placing clothes etc in the closet and the doors fell off, and the toilet did not work, as well our so called stocked fridge had only a cold glass in it, once again down to the lobby, to reception and told them of my problem, no problem go to customer service they will look after it today, so now off to cutomer service to let them know of our problem, will get it fixed, and fill the fridge, we were requesting mainly water to brush our teeth and to drink, nothing was done that day, so next morning once again down to customer service to get these problems resolved no problem we will fix them and fill the fridge, after going to most bars and restaurants and requesting a bottle of water no sorry go to room service they will get it for you. By this time we had enough so i returned to lobby and waiting probably a hour in line i got to the sunwing rep and explained my issues and he said he would make sure it was done . Not after two days no water and no one coming to repair our problems, i returned to the sunwing rep and told him i wanted water and i wanted it today and if i did not get it i would find the manager and do it myself, as well my husband had to fix the closet door and the toilet throughout the 11 days needless to say they never did come and repair our issues, but we did recieve our water late at nite, i usually do not complain as i have never had a reason too, but i think sunwing should take a closer look into the resorts I have been to Cuba over 5 times, knowing the food is not the greatest, we go anyways but when we pay good money for a 4 plus it should be just that I would not consider this a 4plus hotel and the sunwing reps should do a better job here as they are representing your company. I am letting you know how dissappointe we were in this resort, would definitly not return to this resort. I have travelled for over 30 years and have given sunwing a lot of business. We are planning a family vacation end of March for 12 people dont know if it will be through sunwing, hope to hear back and maybe it will be with sunwing if something is looked into about this resort, first time I have complained about a vacation in 30 years

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Update by bingooonut
Dec 21, 2013 3:21 pm EST

i am still waitng to hear back from sunwing regarding my complaint with my vacation it has only being almost two years since my complaint dont know what takes them so long . I would think that they should maybe replace who they have now dealing with these issues . Re vacation to santa clara cuba january 2012

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veradero
Sooke, CA
Dec 17, 2013 9:54 pm EST
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On December the 8th we traveled to Veradero Cuba and stayed at Memories, Our room was awful with no hot water and toilet that didn't flush, a broken bathroom door handle, no coffee maker or stocked bar fridge in which was listed in the brochure. I went to customer service and nothing was done. The other thing was we only had one towel change in 7 days, and our beach towels we had for whole trip with not being able to turn them in for clean ones, we got an excuse each time or told to come back later. I will not recommend this hotel to anyone, its not the star rating posted, its more of a 2 star at the most. Food was only ok, and the ala cartes of were suppose to be 3 we could pick and we only got 2. This hotel needs to be improved allot.

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Sunwing Travel Group major delays

We booked a direct flight to cancun on january 21st/ 2012 with sunwing and were delayed by about 3 hours. On our return trip to winnipeg, we were once again delayed about the same amount of time. It took us two entire days to reach our destinations with a direct flight! Is this normal? And although the food was ok, the "champagne" was extremely limited. Also, even though we did not have select seats, we were put in the isle by the doors that did not have reclining seats and were not told... We would have chosen the second choice. I would appreciate a response by phone or I may consider not flying with sunwing again.

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Sunwing Travel Group wg 393 edmonton to cuba

Here's my letter to sunwing, and a full story of events to my re-call for the nightmare of Fog and sunwing.

Social Media @ Sunwing.ca

Ok here's the big issue.

Flight on January 10th from Edmonton to Cuba Cayo Santa maria, told at airport that we would be stopping in Cancun for fuel ( 1 hour and 5 minute delay) so that is fine. We land in Cancun, the guys fuel it up, and we sat and waited for 3 hours, ( The reason was fog at Cayo Santa maria but nothing was announced) So we arrived in Cuba for about 9 amish. Ok, so not a huge deal, I can deal with this.

January 18th rolls around time to go home. So we get on the bus for 2am take our 90 minute bus ride to air port, Vancouver flight was also there getting ready to leave. 6 am rolls around and the fog is thick, no planes can land etc. ( its weather I know). The edmonton flight arrives in around 9:30 -10 am. ( They were stranded at Varadero waiting for fog to land over ) An announcement was made that Edmonton Flight was cancelled due to pilot being over his hours. About 2 hours later maybe an hour or so later we are told a plan.

New flight was moved to 2am for January 19th. And they would arrange a bus to come and get us and take us to a hotel till 10pm. We got no food no water etc, nothing was given to us for free. Every time someone asked when the bus was coming we were told in a 1/2 hour. It took them 4 hours to get buses for us, as we seen the buses pulling in for Vancouver, and Ottawa flights. They finally gave us a bagged lunch right before the bus got there at 4:00ish. pm.

So we had to take our luggage, . and get new visitors cards, etc. and go on the bus. We arrive back to resort at 5:30 ish. time enough to grab a quick shower, supper and a nap. We had to get up and check out by 9:30 to catch the buses at 10pm. So another 90 minute bus ride happens. We get to the airport, We are the only fight, so the process was quick. We could of taken off by 1 am but the pilot waited till 2am. 2 am flight time, does not happen as there is fog ( AGAIN) So at 3am the cuban airport shuts down ( no one tells us this, but one of the store workers this was rumor, and true as Duty free was closed, and other stores) So the pilot announces to load the plane, and we'll attempt to fly. So we load the plane, and he takes a drive around the strip, and parks the airplane, and No he can't fly. But they decide to put on a movie and leave us on the plane. 2 hours pass, and then they announce, that they will have to wait for the sun come out, and we have the option to stay on the plane or go back to the boarding area. So we finally boarded the plane again at 8:30 or 9 am some time. Then we were told we would be going via Toronto cause of fuel issues, and pilot hours, It ended up being a 9 hour day on the plane itself.

I bought Travel Insurance, Not sure why, cause really what does Cayo Santa Maria have to offer as far as flights out? There's no taxi's and where would you go? It does not pay for loss of wages, or time .

Why not bring in another pilot? Why re-book the plane for 2am when obviously the last few weeks there has been lots of fog issues? Easily could of just made the flight for 9 am or even 8 am, and let us get a good rest.

So you do some math. 2 am on Wednesday morning ( Tuesday night) till leaving at 9 am on Thursday morning. That's a ton of hours. 31 hours in total. 4.5 hours on the bus going back to the hotel to the airport, 4 hours at the hotel. 22.5 hours was spent in the airport.

And than on top of this another 9 hours on the plane which should of only taken 6 hours in total.

How much sleep do you get in an airport?

There were many famiies there with toddlers and babies, many old people that have medical issues etc.

You can say you care about our safety all you want, but how come you guys don't have any back up plans? Why not have a back up pilot or access to one, Seriously 4 hours to get buses? And why not ground the plane till you know "fog " won't be an issue.

You know FOG is an issue, The day we arrived there was fog issues, the week before that was fog issues. So why make your flights landing and leaving at the time that fog could be an issue? Maybe its not foggy everyday, but you guys have had fog issues enough in the last few weeks, you know that that its a good possibility that the problem is going to arrive, time and time again.

You guys didn't offer meal vouchers or drink vouchers, till 4pm ( 6 hours after the flight was cancelled) and we got a bagged lunch. The second morning it was better and we did get ham sandwiches and boxed lunches, lots of snacks etc, but I think its because sunwing staff was worried for the safety, as they knew darn well people had totally lost their patience.

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yung lee
, US
Jan 09, 2014 12:12 pm EST

Same thing happened to us on Jan 06th 2014. we re suppose to leave santa clara jan 06th 9AM and waiting 55 hours before landing in OTTAWA. I WILL NEVER FLY AGAIN WITH SCAM WING.

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Once Again
Calgary, CA
Jan 26, 2012 2:49 am EST
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They did the same thing to us a few years ago, 12hr flight back, Went from Vancouver to Cuba, return trip Cuba, circled over Hamilton, landed in New York State waited for... back to Hamilton, then to Vancouver.
Paid for “elite” seats, over sold...someone else had them. 8 of us with childern.
they ran out of food and water on the plane, were not allowed to use bathrooms, had to land to change staff and fuel up, too cheap to buy fuel in Cuba.
Nothing back from Sunwing other than a too bad suck it up, we have your money. We also bought Travel Insurance, not valid for a BC flights found out later (thanks sunwing)
No help or support from Sunwing :Customer Service Coordinator Sandra Pase-Gouthro, lots of BS
Turned the story around to make them look good, blaned everyone else. Hope the airline stops flying soon!. We will never use again and continue to tell our story about sunwing.
Do not fly sunwing. Have fun getting something from them!

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Sunwing Travel Group unprofessional

I am not one who flies very often. Once a year at most. in 2010 I flew with Air Canada. At this time I was allowed to take 2 bags per person (per paying seat). So since my son was only 3 at the time, and had to pay full price. I was making the best of my trip and buying things to take home. Plus my parents with care package items, I loaded up to the most I was allowed to take. Who wouldn't when their on vacation.
So this year, 2011, I fly with Sunwing, I thought great, getting a good deal on flights, when paying full price for a child is outrageous so I thought, yey again I will shop and bring back things I bought while I was on vacation.
I had a few people tell me, with Sunwing you can take 2 bags, but with Air Canada you can now only take 1 per person.
So through my entire trip I bought things, I shopped, I was in Toronto. I live in a rural community in Newfoundland so I was buying things to take home. The night before my flight home, I had my 4 suitcases laid out with the weight scale, and stayed up til midnight getting my suitcases to the right weight of 20 lbs. per bag and even it all out. Even if it was a pound or 2 over, I would have to pay a couple of bucks.
Well I get to the airport the morning of my flight, I meet my common-law sister in-law there so my parents went on home. I get to the check in counter only to come face to face with the person who just got a promotion and was so by the book I was not impressed with the service this woman provided and then told NO you can't have 2 bags each at 20 pounds. You can have 2 bags at 20 pounds together. Who would carry only 20 pounds between 2 bags. People go on vacation to buy things of where they are vacationing, not to worry about how much weight they are taking home.
I was totally mislead by their website and the misrepresentation of their information. They ended up charging me $410.00 for the "extra" weight of $10 per pound over the allowed 20 pounds for the 2 bags.
So here I am standing there with 80 pounds(ish) in total. which comes to the total of $410.00.
I was floored, embarrassed, humiliated, disgusted by learning this information.
Why on god's earth would I put myself in this situation. Every card I tried, interact, credit card, kept saying declined. and I know the money was there. I had such a pounding headache, it took me over an hour to check in.
I was trapped, my parents were on their way home, no cell phones, my flight was leaving soon, my sister-in-law was standing at the side with her 2 kids and my son.
Thank my lucky stars she was able to cover the $410.00 for me.
where in the hell would i come up with $410 on the spot.
After she paid the amount for me, we were so rushed to get a drink and get to our flight, as they threaten that if you are not at the gate more then 1 hour of the departure time, they can refuse you boarding the plane.
And what was worse, was this horrible creature that checked me in was now standing at the gate checking boarding passes. It was like she wanted something started, like she just wanted to throw gas on my fire.
But I was so exhausted, heart torn out, ready to curl up into a ball and cry, this female is standing there smiling away.
The flight was not pleasant either, but when I finally got home, I emailed sunwing to complain about my experience and hoping they had a sense of decency for their customers.
So I received an email response saying 4-6 weeks. So in 6 weeks I received an email from their customer service saying they apologize of course but the weight, and this and that and stuff I do not need to hear about as a customer.
Their response more of less told me to go shove myself.
No assistance or resolution was provided by sunwing. just told me too bad for you.
It is disgusting they can just take money like this. At the check-in desk I felt trapped, I couldn't do anything with my luggage and was not going to throw it out and was not going to leave it in storage at customer service only to be told it is gone or cannot be found.
I will never ever fly with sunwing again. Their customer service is horrible. They treat customers like crap and they just take money like robbers and turn their back on you.
I wonder what people go through that do not understand English. How many other people to they rip off because of their misleading low budget website. it is unprofessional and disgraceful.
I have been trying to contact them with no response.

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Reviewer58656
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Sep 08, 2015 5:45 pm EDT

First and last time with Sunwing..Flight delayed for almost 5 hours, lost practically whole first day.Well, according to Sunwing, it is absolutely acceptable.Never again

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8np15
Toronto, CA
Dec 17, 2012 12:09 am EST
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SaugaHarry - "What did they do wrong... they have rules around luggages which everyone else... manages to follow, you don't for whatever reason"

Have you read the complaint? Helsahi states Sunwing charge $410 DESPITE the fact that she followed their baggage guidelines. I suggest you engage in rational argument rather than spitting baseless denials ("you don't for whatever reason") and threats about "suing you for damages and lible." -- I don't know what language you speak, but it's spelt "libel" in English! If you want to rage about "attitude, " tell us exactly what is wrong/false/unfair about Helsahi's complaint.

By the way -- do you work for Sunwing? Above complaint was posted October 27th, 2011. SaugaHarry joined AND posted 28th of October, 2011, and posted never again. Coincidence? I think not. LET THE READER KNOW -- It is standard Sunwing practice to leave ghost reviews flattering itself and viscous responses to complaints. I saw another Sunwing "review" on another site by a "ToSally."

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SaugaHarry
Mississauga, CA
Oct 28, 2011 2:59 pm EDT

The airline should be complaining about your attitude. What did they do wrong ? You ought to be careful or they will be suing you for damages and lible
They have rules around luggages which everyone else somehow manages to follow, you don't for whatever reason and get annoyed that YOU can't get $410 for NOTHING.
Then you complain because their employee is trying to be happy and trying to be friendly.
Maybe you should stay home next time.
Would you walk into the grocery store and take $410 of groceries?

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Sunwing Travel Group lack of customer service after they cash the money

Sunwing airlines lost my lugagge on a trip from Toronto to Rome on August 27th - Sunwing's partner overseas AVIA opened the Sunwing Irregularity Report but when I came back to Toronto, I was told that there is no lost/delayed report filed for me...since August 27th, I do not have any news about my lugagge and chances are that i will find my items on sale on Ebay.
Sunwing it is not part of the World lugagge Tracer System hence there is no way for the customer to get updates - the paper is probably sitting on someone's desk collecting dust...No one cares at Sunwing Airlines.

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Sunwing Travel Group thieves!

We recently took a trip to Santa Clara Cuba and flew with Sunwing. We adhered to the weight allowance and had no problem leaving Toronto headed for Cuba. On our return two weeks later, we unloaded all our toiletries making our luggage weight significantly less. We purchased NOTHING in Cuba because there is nothing to buy there. At the Santa Clara airport, we were told our luggage was 15kg over the allowance (that's almost 40lbs!). They charged us over $300 and threatened if we didn't pay up, we would not be going home. I was appalled! I obviously paid the money and advised the flight attendant upon boarding. He provided me with the email address to lodge a formal complaint which I did the second I arrived home. Not only was I auto-told I would have to wait 6-8 weeks for a response, when I finally did receive the response, I was advised that we get charged this fee for providing champagne flights! Even upon further escalation, I'm being told that the scale is what it is and I have to suffer the consequences. They don't care about their customers at all and didn't seem phased that I was threatened at the airport. Zero compensation, zero remorse and zero understanding.
In this day and age, shouldn't they be providing better customer service? Shouldn't they have entertained the fact that Cuba could have added additional weight to the scale (considering we can't see the entire scale and what they put on it)? NO! They sided with Cuba and said they've never had a problem with them before. I am reading some of these reviews and see this yet another load of crap.
Sunwing is the WORST airline carrier I've ever, EVER been on (and I travel several times throughout the year). On top of that, promises of children's lootbags never came through and upon raising this, was advised this needs to be requested prior to the flight.
The absolute NERVE of this airline! Buyer beware! They'll do anything to make more money. They could care less about their customers. Pay up and be done. I will never fly with Sunwing again and rest assured I will be raising this to all media accessible.

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Mr DF Smitherson
Kingston, CA
Sep 16, 2012 1:12 pm EDT

My letter to Sunwing:-

Their reply was buy the elite seats next time.

Dear CEO of Sunwing Airlines,

I am writing this letter while sitting on seat XX of flight # SWG XXX on the XXth. of August
2012 flying from London Gatwick to Toronto Pearson. I have just asked Annie for you contact info which she now has kindly supplied.

While I understand that you are a budget carrier and have to place as many seats in an aircraft as possible to make a reasonable profit. I have always been able to get my table flat by either positioning my legs either by straddling the table, so to speak, or by putting my legs far under the seat in front of me, sometime extending past a bar under there and in to the passenger space in front of me. On this flight neither worked which is odd because the flight over to England was fine. Now either I was in a seat that was unusual and I should not have been put in, despite asking for a bit of leg room. I admit I am a little tall 6’ 2” but quite honestly this is not an unusual height these days or perhaps there are also variations in aircraft types too?

It seems like your ‘elite’ seats are by any other budget airline’s standards ‘normal’ seats. I have flown many. It is making for a very uncomfortable flight. I have never lodged a complaint with an airline in my life and have now been flying for almost 50 years. I have just talked to the passenger in front of me in seat 2A who is average height and an elderly male. He says and I quote:-

“ It is terrible, the worst I have ever seen”

Though no one is speaking to me directly I can see few other passengers are clearly indicating they are not happy with their seating.

While it is not my position to tell you which business model to follow, as a consumer I would recommend you bite the bullet and take a few seats out to give people a few inches more room or change your business model in some other way, if this is not possible. Your elite seat up sell model is not really working as passengers who fly budget airlines often spend hours searching for the best deal and are then reluctant to spend more on what they consider a luxury on a no frills flight. No one wants to be known as an extremely cramped airline. I have photos I have taken on the plane which you may wish to see and I would be happy to send you.

I would be grateful if you could offer me some compensation for my total discomfort on your flight.

I look forward to your reply,

Yours sincerely,

J
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JT 91
Calgary, CA
Feb 21, 2012 3:48 pm EST

I am really sorry to hear that this happened to you, but I am also glade that I was not the only one, I was robbed by air transit in Dominican for $100 saying my bag was over, and that if I dont pay I wont fly. It went to the point that they called security on me. The kicker was the dumb ### that charged me the $100 was the same ### that greated me as we walked on to the plane smiles and all like nothing happened. Leason learned pay the extra $$$ and fly Westjet, I have nothing but massive praise for them (no i dont work for them, even the amount i travel I should woudl save alot of money)

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Sunwing Travel Group baggage fees

I traveled via Sunwing to Montego Bay, JA for a week's stay at the RIU Negril. I checked 2 pieces of luggage & was a combined 12kg over weight.The Sunwing representative handling my check-in was not only callous in charging me $240, she was also insensitive to the fact that I was celebrating my birthday. There was no where available for me to store any of my things to lighten my load to fit the airline's unreasonable 20kg request for checked luggage, 5kg carry-ons. This was my first & most definitely my LAST time using them; I am very disappointed in the lack of friendly/ accommodating customer service, in addition to the obvious deception in booking "affordable" trips via Sunwing. I cannot recommend Sunwing to anyone, yet alone my loved ones. It's outrageous to charge $20/1kg over (with no cap.) Sunwing is just as bad as Delta: charging $2800 to our Army troops returning from overseas!

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Gerardo Manga
Maple Ridge, CA
Aug 23, 2011 5:49 pm EDT
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I agree with you totally. I just got back from Riviera Maya, Mexico and encountered the same thing. I had 2.5 pounds overweight for my check-in luggages. This occurred on my way back to Vancouver. After being informed of the overweight, my wife suggested that she will transfer the said excess to our handcarry luggage since we only had 2 handcarries. The Sunwing groundstaff in the counter immediately said that it is against company policy to open the luggage and transfer some stuff to our handcarry. He even said that if we want to do that, we have to do it somewhere else and get back on the line after which was really a very long queue. I even contested that it will just take a minute to transfer but to no avail. THIS IS WHAT I CALL BIGTIME SCAM. I strongly feel that Sunwing is intentionally doing this and making their passengers their milking cows!

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Sunwing Travel Group schedule change

Consumer alert - sunwing
Never book a vacation with sunwing.in their terms and conditions it states that they can change your flight at their convenience. As a result a eight day vacation that was paid for was changed to a seven day vacations since they changed our midnight flight to an early afternoon flight. Our direct flight to ottawa of 4 hours was changed to a 7 hour flight that made a stop in quebec.
Sunwing then took a plane of 180 people to quebec to let of 20 people and took the remaining 160 people to ottawa, how is that for customer service.
Do not book with sunwing as you will not received compensation for changes that they make and you will not receive the vacation that was paid for.

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angela mathieson
Hamilton, CA
Jun 04, 2012 5:19 am EDT

I spent 4 days at this resort which I booked threw Sunwing and when I arrived at resort was sadly disappointed and it went from bad to worse. I needed to speak with my Sunwing rep desperately to no avail, he wasn't even reachable by phone and hotel would not reach him for me. My flight was delay by 5hrs and this info was available friday jun 1 and I was not told till sat at 330pm that I was stuck at resort till 1130pm sat june 2 waiting for delayed flight at 330am Sun jun 3. Finally sat night I met my rep for first time as he showed with the bus and then lied about the delay and his lack of communication with me and resort. Wasn't till I got to airport and spoke with others from different resorts but on same flight that they were told about this delay on Fri june 1 and my rep couldn't be bother with me! My vacation was a nightmare and actually talk to flight center rep about getting moved but because I couldn't get in touch with the Sunwing rep and had to stay and have the worst time of my life! I will never travel with Sunwing again if this is the type of people they want representing them! I want restitution for this disaster! And the worst is at the end of it all Canjet brought us home!

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Nashwaak
Toronto, CA
Apr 06, 2010 1:49 pm EDT

Paid sunwing for a 7 day all inclusive trip to varadero cuba. However, recieved a notice under our hotel door stating our departure time has been changed to 12 hours earlier. We lost an entire day of our trip, not including the time and money spent trying to contact sunwing and our travel agent to get some sort of explanation. Now i'm working on trying to contact sunwing, without any luck, to recieve some sort of compensation for this loss. Am I fighting a losing battle?
On a side note... i walked down the beach to another resort where some folks from our arrival flight were staying...they got no notice of any change and were probably soaking up the sun while we were flying home! This seems so unfair to me...what should i do?

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Sn00ze
Calgary, CA
Feb 06, 2013 12:52 pm EST
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yup, sunwing only wants your money and will never "service" the "costumer"

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AStlouis
Val Caron, CA
Jan 23, 2013 9:22 am EST
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Hi I am writing this due to the fact our honeymoon was a nightmare. First of all we had to wait over 3 hours when we arrived to our resort. Then on Saturday the second day we were there our toilet would not flush we told our cleaning lady and she tried to call out but the phone wouldn't work in our room so she can get someone to fix it so she had to go find someone. Sunday we ended up with travel diarrhea and the toilet still wasn’t working so we went to the front desk they said they would send someone. Our toilet was like this until Tuesday and every day we complained and put notes that toilet still was not fixed and we had the ### still. Tuesday they had someone come in take the toilet out and clean the thing in our shower witch was gross. Tuesday night when waking up I flushed the toilet and the ### was now going down but was coming through the shower drain, so we had to try to clean it out. Wednesday morning ### came up all in the shower and ### was all over we had enough and our room and now it smelt like ### and we were not well so we went straight to the front desk because we still had no phone. We ended up calling you and told us to get out right away. Once we hung up they said they would move us but we have to wait until my husband got pissed right off and said if we don’t have a room now we are going home, they of course had our room ready. We had no clock or coffee pot in our room to even know what time it was. Also for a 4 star we were not too happy we ended up at the 3 star all day due to the fact our resort had nothing happening because the 3 star had all the things going. We were at the 3 star bar on night and decided to leave to go to the other bars on our resort and they were closed so we had to go all the way back to the other resort just to do anything witch was bull ###. This was our honeymoon and our first time out of the country and I got to say we were very very disappointed and we are never going back and will not fly sunwing any longer as this was the worst trip ever I was so happy to be home when I should be sad leaving. We have pictures that we took when the ### was coming through our shower. Our honeymoon was ruined due to these issues. Its been almost a week still haven't heard a thing from sunwing

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Sunwing Travel Group lack of communication with passengers and terrible flight attendants.

Our flight with Sunwing departed Winnipeg to Huatulco Mexico 1st March 2011 @ 6 a.m. Arrived 3 hours prior as advised. We were loaded and blasting into the sky in no time. Took a spin around the city then landed - the landing gear wouldn't go up. Once secured the pilot advised us to get off the plane and take your hand bags because this would take and hour and a half. After a long wait we were advised that they were waiting for an update and they would get back to us in 5 minutes. Shortly after we could see the Pilot and his crew leaving with their luggage and jackets! We waited for 3 HOURS before being advised that the flight would not be departing until 9 P.M.! 15 hours later...our luggage in the belly of this plane and –30 outside! People from out of town were offered a voucher for a nearby hotel. We had to return our duty free purchases which took a long time THEN go and stand in line at the Sunwing counter for a hotel and cab voucher...wait for a cab...wait for a room. We arrived Huatulco and in our room at 4:30 a.m. One whole day was lost on our vacation plus it took a few days to feel normal. Sunwing gave us a "coupon" for $150.00 off our next vacation BUT must be booked at least 45 days prior! So much for last minute deals AND how would you use this voucher when booking on line! Also EVERYONE got the same coupon...so people booked into the cheapest rooms got the same as the most expensive rooms!
RETURN was also a nightmare. Loading us was 1/2 hour late. Finally we got to board...it was HOT outside. Loaded up and then sat. So hot! Finally we were told that one of the passengers was ill and could not fly with us. They were waiting for paper work to be updated. THEN advised that they had to remove his luggage! There were 187 people on this flight and obviously LOTS of luggage! 2 hours later and did I mention how HOT it was...finally in the air. One of the flight attendants was just nasty! She was trying to get something out of the upper compartment just in front of us. She told the passenger to move and then she stood on the armrest of the chair to reach the compartment! Then later when offering hot towels...she just stuck the tray in front of you rather than hand you one with tongs. They brought our out meal then brought us coffee/tea but left us with our trays...so we were holding our trays from falling and drinking our coffee. Snacks and drinks, we were told to hurry because we'd be landing soon.
SUNWING will never get our money again. I spoke with my Travel agent in Oakbank, MB and she told us that she would be busy for about a month but would contact Sunwing when she had a chance...she'll never get our money again either!

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Sunwing Travel Group rude attendents all flight

jan 31st flight from vancouver to puerto vallarta. flight went well but the attendents were very rude and seemed to not want to be there. requests throughout the flights were greeted with grunts and being told to wait. my own problem was that i attempted to go to the washroom at front of plane (one only). twice i was told to return to my seat and they pulled the curtain across madly-dont know what they were doing. this happened twice to me and many others, my third attempt almost ended the same way but i finally got to bathroom as they grunted again as i went by. if i had been refused again, i can tell you, there would have been a verbal confrontation. i have a medical condition which requires medication which causes dry mouth so i need to drink liquids almost constantly resulting in having to use the washroom quite frequently. i only managed one trip and was very very uncomfortable and almost did not make it to washroom when arrived in puerto vallarta. i am skeptical about using sunwing services again. by the way, flight home fe4b. 14th the attendents bent over backwards for us all...thinking about whether to use again. p.brown

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Sunwing Travel Group horrible service and delayed flight

Here is the letter I sent to Sunwing which details are horrible experience with them, I have not received a response from them:

"Dear Sunwing Customer Service,

I would like to share with you the experience that my husband and I had on December 19th, 2010 flying with Sunwing. We were scheduled on a flight at leave Toronto International Airport at 7:30am. We were flying to Fort Lauderdale to go on a 7 day cruise leaving the port at 6:00pm. This option gave us plenty of time to get there, so we thought. We arrived at the airport at 5:00am to give us a good 2.5 hours to get settled. When we first got into line to check in a lady came by to inform us that the flight would be delayed to 12:00pm due to mechanical issues. Of course we were upset but understood that these things happen and figured that we would still take the flight at 12:00pm and get to Fort Lauderdale in-time to catch our cruise.

We continue on through customs and arrive at the gate where we are waiting around for a our flight. Around 10:00am a passenger comes to the gate and tells us as well as others on the flight that she just checked into the flight and that it’s been further delayed until 2:00 or 3:00pm. We didn’t take her word for it as we figured if the flight was further delayed that Sunwing would have the decency to either update it on the flight board and/or have a Sunwing representative come to the gate desk and let us know. Neither was done. At this point people were getting stressed and nervous as they didn’t know what to believe. Most of the people on the flight were cruising so everyone was getting very anxious. Finally, at close to 11:00am the Sunwing representatives came to the desk and announced that the flight is delayed until 3:00pm. What was so upsetting about this is that Sunwing had known for a good hour that the flight was going to be further delayed (as they were telling the newest people checking in), but they didn’t have the decency to let the entire flight who had been sitting around since 5:00am know this information.

At this point we realize we are going to miss our cruise. We look into other flights, however since Sunwing waited so long to let us know about the delay, all of the possible alternative flights to Fort Lauderdale and surrounding areas are full, as well I would have to dish out approx. $2000 dollars if there was room on another flight. The Sunwing representative says he is going to deal with people in 3 groups; 1st- people who are going on cruises without a Sunwing package, 2nd-people going on a cruise with Sunwing package and 3rd – people just flying to Fort Lauderdale. We fell into category 1 and when I went with him to discuss my options he basically said that I didn’t have any as Sunwing didn’t have weekday flights to San Juan (the first port destination) during the week. When I asked him what my Sunwing Cancellation Policy covered that I had purchased when I booked the flight he had no idea. So at that point I called Sunwing offices to speak to someone but they were closed! The flight finally left at around 3pm, we landed in Fort Lauderdale just after 6:00pm and to make matters worse as we landed we could see our cruise ship leaving without us out of the port. We had notified them that we would be late, but they can’t wait of course.

We then had to find accommodations in Fort Lauderdale, book a new flight from Fort Lauderdale to San Juan for the next day as well as a hotel in San Juan Monday night. We missed 2.5 days of our 7 day vacation. We understand delays happen but this was handled horribly and the theme of our vacation (as well as others we met that missed their cruise) was that Sunwing ruined our first vacation that we have taken in the last five years. I have never been so disappointed with an airline and with the lack of compassion and customer service that was demonstrated. I would appreciate if someone from Sunwing would acknowledge my complaint and either contact me back my phone or email. I have not posted my horrible experience anywhere else yet as I thought it wouldn’t be fair to do that until I contacted Sunwing first and see how you handle issues like this.

Looking forward to hearing from someone very shortly."

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JayNic
Bawlf, CA
Jan 21, 2012 4:41 am EST

Did you ever hear back from Sunwing, if so what was the outcome?

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JayNic
Bawlf, CA
Jan 21, 2012 4:40 am EST

Did you ever hear back from Sunwing? If so what was the outcome?

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Shimmi 77
Toronto, CA
Aug 04, 2011 2:46 pm EDT

Sunwing is the worst ever, not only the company itself is horrible but all the people that work there are stupid, I was suppose to fly to Vegas from Toronto at 6:45am I get there at 4:50am to line up, it takes me 75 minutes to get to the front and the sunwing employee that does the check ins casually tells me my flight as been delayed by 9 hours its only a 4.5-5 hour flight, I asked him what can I do cause this is not fair I'm only going for 3 days and because of this delay it kills 1 day for me, he tells me he doesn't know what I can do but speak to his manager, after speaking with his manager which tells me to call customer service which I do to find out customer service only opens at 9am and it's only 6:10am now. I waited and called at 9am to have the customer service rep tell me sorry but delays happen all the time, there's nothing we can do she tells me, but I can send a letter if I really want. Oh boy thanks for the help sunwing you guys really know how to screw up peoples vacation

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cmc1980
Brampton, CA
May 30, 2011 6:43 pm EDT
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We went for our honeymoon just on May 10 2011 and well lets say I booked my seats and paid an extra 30 per person and when we got there to check in they didnt have seats for us even though I had a e-ticket that said seats 6A and 6B. We demanded seats as it was our honeymoon and my very first time on an airplane and after waiting for 10 mins and embrassed we finally got seats together. So we arrive at to our hotel and come to find that the room we paid for and paid quite a price for was not the view we had requested. We got gardenview instead of Ocean view. We had been back and forth with the hotel the travel agent and then sunwing rep who qouted "your happiness is my happiness". So after 4 day which is more then half our honeymoon spending on email and walking back and forth we gave up on as it seemed they gave up on us. What a way to spend our honeymoon.

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.

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