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Sunwing Travel Group
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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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Sunwing Travel Group reviews & complaints 471

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5:36 pm EST

Sunwing Travel Group how can I enjoy my trip and interested to purchase excursions & tours?

To whom,
These tours look very exciting. It is however NOT safe to travel in
Honduras, even if Sunwing gets approval to land for my upcoming trip
(booking # [protected]). The Travel Advisors for Honduras have been on-going
since November 26th, 2017 and it has not improved, showing a high risk for
safety. The Canadian Embassy cannot longer protect me, as a Canadian
citizen. The politique situation is problematic and violence is presently
occurring all over the country. The unforeseen event does affect the
tourism.

Your publicity mentioned that "tours letting you immerse in historic legacy
in La Ceiba or fantastic vibrant atmosphere". There is NO WAY, I can enjoy
my self in a country under high violence alert and where people get killed.
Would you travel there for Christmas as a single woman?

I understand that I haven't purchase cancellation insurance. That was a
mistake on my part, and I will correct the situation for any future trips
by buying cancellation insurance. I want to travel in Central America, it
just that right now it is not safe.

Would Sunwing consider the option the following option?: Trading for
another destination and dates later where I can go later this year?
Switching dates would then become more interesting to purchase tours and
enjoy discovering of a country.

Thank you for your understaning,

Best Regards,
Christine

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11:55 pm EST

Sunwing Travel Group trip to porto vallarta at the hotel riu vallarta

Dear Sir/Madam,
We are filing a complaint for 4 of our clients on trip to Porto Vallarta at the hotel Riu Vallarta from november 26, 2017 to December 3, 2017, a holiday package that the clients booked with you through us (Grandview travel Ltd in Richmond BC) . They have a terrible experience during their stay at the hotel with bed bug bites. Below is their booking information and letter of complaint, supported by several photos and video clips. Please look into the claim and process following your company policy.

Best Regards,
[removed]

Here is the booking information:
Booking: [protected] Client: GRANDVIEW TRAVEL LIMITED-RICHMOND
Lead Name: HAIGUANG SHI RICHMOND, BC, V6X 3R8
Number of Passengers: 4
Departure Date: Sun, 26 Nov 2017 Contact: LILY E-Documents

Booking Date: Fri, 27 Oct 2017
Invoice Date: Fri, 27 Oct 2017
Invoice Number: 5999105

Here is the complaint letter from the client:
TO: Lily Gao
Grandview Travel Limited-richmond
Dcember 7, 2017
Without damage
210-4400 Hazelbridge Way
Richmond, BC
[removed]

This is a follow-up to our meeting of December 6 2017 regarding the subject matter and our dissatisfaction with the quality of the product you sold to us. According to your information, this was a five(5)star trip when in fact it was actually much less.
You have the support of several photos and videos showing the poor quality of the rooms, especially the bathrooms where the risk of infections by bacteria are existing. We are very far from 5 stars. As for example photos for room no 5055. ( 1 to 5 ).
Passengers Guo and Delyfer had to move from room 0069 to room 5055 the evening of our arrival about 9 or 10pm after traveling since 6am the same morning. The other passengers Ms [removed] and Mr [removed] had to relocate from room 0066 to room 3082 on Nov.27 2017. These people were stung by bed bugs, In the photos, we can see the advanced degradation of the mattresses.This is only a glimpse of the situation.More photos and details are available.As for example photos no.
Taking into account the above and the discussions we had during our meeting, please take the necessary measures to compensate for our loss of quality of the life as well as the emotional stress experienced during our stay at Riu Vallarta. We consider the reimbursement of four thousand seven hundred and forty (4, 740.00) dollars for the 4 passengers is a minimum
required.
Thanking you for your attention in our file.
Truly
[name removed]
For the four passengers
[names removed]

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10:27 am EST
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Sunwing Travel Group sunwing steals your money

I had a horrible experience booking with Flight Hub and Sunwing airlines. These companies will rip you off and give you a run for your money. After I was rudely refused check in for an international flight on December 10th 2017 nothing was done to help me. NOT A SINGLE THING. The service representative at Toronto Pearson Airport idly leaned on the counters as they checked there phones reminiscing about their own travels, opposed to trying to aide the situation. I scrambled around to find a way to get to my destination, all the while 'sunwing reps' were swiping and coldly glancing over my head so as not to make eye contact with me. Once I managed to speak with a rep he told me 'honestly I don't even work for sunwing' and shrugged... What kind of customer service is this?

After missing my outbound flight and spending over 10 hours on the phone with these companies AND spending an additional $1000.00 on new flights (with the same return flight as my previous itinerary) I tried to cancel the return leg of the old itinerary. Sunwing had the audacity to demand cancellation fees for the return leg of the flight (EVEN though the return flight was literally the same on BOTH itineraries, we were forced to pay twice for one flight, oh and don't forget the cancellation fee). Spending over $2500.00 with flight hub and sunwing the cancellation fee was a slap in the face. I refused to pay the fee and was told that I would most likely be held up at the boarder as I have two of the same departure flights. The demeanor of the representatives of both of these companies is appalling. The nonchalant, inert behavior of the staff is shameful. I would scorn to think of any business owner allowing the lack of productivity and carelessness that was observed when handling my case. I am a Muslim female, POC and am scared that I will now be held up at the border. I would like to receive a refund for the trouble I have gone through and the despicable behavior that I had to endure.

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9:13 am EST

Sunwing Travel Group flight to antigua nov 24, 2017

Date: November 24My husband and I are very upset with Sunwing over the flight from Toronto to Antigua on November 24th. A week prior, we received an email stating that the flight had to make a stop in Punta Cana along the way. This was not a problem.
When we arrived in Punta Cana, the 4 passengers that we picked up boarded the plane. Then we were not permitted to take off. The flight attendants came over the microphone and told us they didn't understand the delay and they had all our their paperwork in order.
A flight attendant proceeded to tell me the cringe when they see Punta cana on their itinerary as they always have problems with the airport. The Pilot left the plane to speak with security about the issue.
We were then all told to get off the plane and all passengers had to go thru security check in the airport. (at this time we were under the impression this was an issue with the Dominican Airport and out of Sun wings control)
We all went thru security and they had us all crammed back on a bus on the tarmac, for over an hour, no air-conditioning and the doors shut. They wouldn't take us to the plane and would not tell us why we were being held. people were crying and a man pulled the emergency door release to let us off so people could breath as it was unbearably hot on the bus. Finally when we were permitted back on the plane, we were advised that we had a whole new flight crew and pilots and the reason for the delay was that the previous sun wing crew was illegal to take off from the Dominican for Antigua as they would have been flying for over 17 hours. This is a Sun wing Error and left us scared, frustrated and in an unnecessary delay due Sun wings error. The most frustrating part was that the original flight crew told us they didn't understand the reason for the delay and if we wanted to get thru the security check faster, not to bring our carryon's, as the crew would be staying on the plane. (they did advise that they were not responsible for us leaving our bags on the plane, but it would be faster if we didn't take them as security would go thru each one and it would take longer) Then we found out they didn't stay on the plane leaving our bags unattended.
I am definitely requesting a refund, for the flight portion of our trip for the unnecessary delay on what was supposed to be a 5 hour plane flight became over 7 hours with only drinks being served and no food available unless we wanted to pay. It was 9 hours before we got to the resort to eat due to Sun wings error in flight hours.

Laura Bennie
Shawn Brabant

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8:11 am EST
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Sunwing Travel Group flight wg 313 sunwing dec.01, 2017

Always fly with Sunwing, We like it .We flew last month Nov 17 (WG 312) to Dec 01 (WG 313), We paid for a direct flight Ottawa to Santa Clara because of my health condition I can not make long trips.
Flight WG313 left Santa Clara 2:00pm and arrived in Ottawa after 8:00 pm (Almost 6 hours) because stopped in Helicon. We selected this flight because it was only less than 4 hours. We loss We are a Sunwing customers for many years so that's way I need an answer as soon as possible.
Thank you
Diana Hevia
Alexis Medina

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5:24 pm EST
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Sunwing Travel Group unauthorized credit card charges

November 12, 2017
PNR 554987
sunwing onboard sales $256.50
sunwing onboard sales $99.75
I did not give my consent for either transaction please refund this amount

I also had my luggage delayed for 6 days and have been given several numbers to call, but no one seams to be responsible for compensation of the toiletries and personal items I had to purchase to replace these daily items. I do not have receipts anymore, but the total was $250.00.

flight number WG 524 direct from PVR to YYC
I was made to check my carryon which was under the 5kg limit, but was told it had to be under 5 lbs, so I had to check it at PVR.

Please contact me at [protected]@icloud.com

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9:05 am EST

Sunwing Travel Group not honouring worry free cancellation voucher/ not responding to emails or phone calls

My friend and I both booked and paid for a holiday from London/Toronto to Cuba over a year ago. We both purchased the worry free travel/cancellation insurance from Sunwing. Due to a medical emergency we had to cancel our trip. SunWing did not refund our money but only issued us an electronic voucher for rebooking with them within one year. We were told we could extend the voucher if needed. We have both been emailing and phoning for many MONTHS now and getting nowhere. I finally got to speak to someone on the phone and was told that since we had just paid yet another fee of 25 dollars to extend the voucher that we would soon receive confirmation through email. No confirmation has come to either of us in email or any other form. The person I spoke to on the phone explained to me that getting an email response from them (Sunwing) usually takes a few MONTHs! I stated that we were dealing with a possible expiry date and were worried about losing the money we had paid for a trip that never happened, that we had purchased the 'worry free' travel cancellation insurance from them and that waiting months for customer service to reply to an email was unheard of and unacceptable. The woman on the other end just laughed and said not to worry! We continue to wait for an updated waiver, during which time we have been unable to rebook our holiday. Is there anyone out there who knows how to get through to the CEO or someone who will help?

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10:45 am EST

Sunwing Travel Group trip to cuba

Warning for friends and family...Never book with Snowing! I just got a call back from Sunwings "Loyalty Department"...They called just to let me know again there was no possibility of trasfer, voucher or any other options. Only to forfeit the money for no trip. They had already told me this yesterday, so why the call? Very poor business ethics...Doesn't a Loyalty Department normally try to keep customers for the future of a company?

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Update by Derick Lavoie
Nov 28, 2017 11:18 am EST

So I had a trip booked to Cuba and am devastated to hear that travel advisories from Health Canada have updated their advisory saying pregnant women should NOT travel to Cuba. In the past Sunwing offered a refund for pregnant women in this situation, but today on the phone, since 8am, they are
only now telling me my trip is totally non-refundable, non transferable with absolutely no options besides spending the money and not going...It's infuriating.

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8:50 am EST
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Sunwing Travel Group air flight

We (Valerie Stoneman and Susan Fallowfield) flew out of Hamilton Ontario flight WG474 booking #9448951 on Nov.10/17. Ten minutes into the flight we were told it was being diverted to Toronto for repairs for tail shear, which is pilot error. We left Toronto over five hours after we were to land in Punt Cana. This caused us mental distress, interruption and delay of vacation. At the Majestic Mirage we did not receive a room with two beds and a pool view as requested. Because of our late arrival we accepted the room but were not comfortable for two people expecting separate bed. We feel a $15 food voucher as compensation is upsetting.

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1:22 pm EST

Sunwing Travel Group future travel planned

March 31, 2017 - Present

We weren to be celebrating my 50th birthday and our 10 year Anniversary in February 2018.
We pre-booked with Sunwing to travel to Punta Cana from February 4th - 18th on March 31st. Until this time, we have been repeatedly told that our hotel/ flights were booked but they were unable to give us our travel flight times until closer to the time we needed to be paid in full which is November 30th (next week).

Last Saturday (Nov 18th), I decided to call Sunwing and was told our flight times. We then personally booked our seat selection for February 4th - 18th. Upon receiving our seat confirmations, the dates of our vacation now stated February 7th - 21st. After the 3rd call back to Sunwing to correct these dates, we were told the February 4th flight has been cancelled...ARE YOU KIDDING ME!
After trying to get information from anybody and everyone, we were told that our departure date has been moved back 3 days! I have never ever heard of that from anyone before! If we would not have called, when would we have found out?
Now, we have been told numerous lie after lie that we cannot get any confirmation sent to us till at least December on what we are getting but we are expected to pay the balance in full on November 30th. Who pays for something especially $6000.00 plus on a product that you have no confirmation of dates, etc.
Friends that booked with us cancelled this am and now I am now stuck with nothing for our upcoming "celebrations".

Thank you Sunwing! I will be looking at other social media ways to inform the little people like us who are to trust you with our "special life moments" will not be BURNT anymore...ps...do you wonder why you are getting such a bad reputation now...Many people we have talked to are now saying the will never book with you again!
You advertised a product to us and have not stood by it for a minute.

From what we believe, you booked a Sunday flight that was never going to happen as there only seems to be Wednesday flights...bet if your paperwork was asked to be presented to the courts that would be true...now because you have no room on the 7th flights and everything is a mess, you are hoping people cancel and it saves you some grief...

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2:07 pm EST
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Sunwing Travel Group sunwing weddings

Please take the time to read….

It is with much sadness that I am writing this letter of concern. Planning my wedding thru Sunwing Wedding vacations was a horrible mess to say the least. I am not overreacting when I state every guest had concerns and problems with the agents and booking their trips.
• To start with I transferred agents twice.
• I waited and had to ask 2 and half weeks to departure for tickets which I had to ask for and all tickets were sent to me and not to individual guests.
• When receiving tickets my two children were "forgot" although all corresponding documents states ages and birth dates of my children.
• Children were placed at various seats in the plane (my daughter is 2). The representatives at the airport were flabbergasted that agents would overlook this and "fixed" the issue.
• The children were not given elite plus, so we were not permitted in the lounge that we were support to have.
• The best man was booked by the travel agent for the wedding to arrive the day after the wedding. When he asked about their mistake he was told it would cost him to make the flight changes(?). I contacted the representative of the resort and they changes the wedding date to accommodate the wedding guest.
• Another guest had a family member pass away and had to cancel her trip she was told she was going to be charged extra fees for not showing up (during her time of morning)
• Another guest was put of short term disability due to a life debilitating illness which she has no control of and has been charged the full amount being told she can be credited for another trip. This guest is not permitted to walk let alone fly.
• I was told that we would receive $500.00 honeymoon voucher when booking now being told I did not have enough guests to accommodate the promise.
• I took several days to get responses a complaint from everyone that was booking (including the guest that was put on disability by the time she spoke to a presentative she was told her time was up)
• When initially booking I has asked for the agent to look into resorts that accommodated sunset ceremonies, this request was never done.
• Not one person including myself received a receipt
• Groups of 10 or more were supposed to recieve elite plus that never happened no one got that upgrade and the wedding party was not seated all together.
• I dreaded very conversation with the reps they were always asking questions were had already discussed and never followed thru with anything they told me.
• I cried planning thru Sunwing wedding more than any person deserve to when planning a wedding.
• I had a guest email regarding her passport, she received confirmation the day we departed.

I will be forwarding all correspondence so you can be aware of the negligence that was given to myself and my family. To be honest this experience has put a bad vibe on us from Sunwing after 10 plus trips flying with your company this is the worst.
I have never felt this way towards a company but I feel like no one even gave a care in the world about assisting with the wedding planning.

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11:13 am EST
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Sunwing Travel Group sunwing flights and check in

Sunwing's "direct" flight from Winnipeg to Varadero now involves a stop in Thunder bay. This adds at least two hours to the trip. And you are forced to sit in your seats for an hour while they board. I believe Sunwing should bring back its non stop flights. There are only a few people in Thunder bay getting on. They get the convenience of a non stop 4 hour flight while the majority of it customers flying out of Winnipeg are being very much inconvenienced.

I paid for the premium upgrade for the sole purpose of having priority boarding as check in can take over an hour of standing in line. No problem in Winnipeg but in Varadero they only have the regular check in and a ultimate premium check in. When I went to that agent she said you are in the wrong line. This is for ultimate premium only lol. I said fine just direct to the priority check in as I have a premium upgrade. She just shrugged and checked me in anyway. This happens all the time and Sunwing is doing nothing to train these people properly.

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12:26 pm EST

Sunwing Travel Group communication error

I came to Cancun Mexico for vacation I was picked up by your service. When I was ready to depart, I was told by a representative name Giovanny that we had a car that came for 10:45 am. We had no idea that the driver was there because we never got any info on the time they would come to meet us. The day after we arrived we were suppose to meet Giovanni for 9:30 but due to us over sleeping we ended up missing him when we got there at 9:45. We called the numbers they provided on the travelers passport but, we were unable to reach anyone. Now when Giovanni told us today that the driver was there he told us to hurry up and get our things and check out. We saw the driver as we were going to our room and the driver whose name is Noe Rivero told us to hurry and be back in 5 minutes and that was around 10:57. We came back downstairs in exactly 5 minutes and at 11:02 he was not there. We spoke with Giovanni and he claimed that h had another appointment and he waited. I asked if we could get another car because we paid for the services and he said there were none available and to order a taxi at this point. I feel completely cheated out of my money and I'm highly disappointed. If I'm paying for your business I should've have to be stranded based off of miscommunication. Please I just want a one way refund.

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2:54 pm EST
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Sunwing Travel Group hotel room and area of hotel they had me stay. @ roc barlovento

1. Rude service from front desk to start.
2. Supposed to have upgraded plus for hotel and late check out no charge and they charged me 30 cuc for late check out.
3. King bed, no 2 small doubles.
4. Construction zone where my room was, no day naps to loud from repairs going on all around room, and no clean up after they drywall! Drywall dust all over hallway floors, in air etc.
5. Washroom dirty, tub old and mirror terrible, tap holding floor drain, water dripping from in room air conditioner, toilet paper stuck into return air vent etc.
Would not move me. Very rude
I have pictures of room !
My Email
[protected]@hotmail.com

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9:21 am EST

Sunwing Travel Group baggage damage

Hello,
I returned home from an excellent trip through Sunwing on Nov 6th. I was on flight WG282. I am unable to find my client # at this time.
When I picked up my suitcase from the baggage carousel, I could immediately smell Tequila. I walked away from the crowd and opened my suitcase to find that my bottle of Don Julio Tequila had been smashed into small pieces. I know from experience just how strong and hard to break these bottles are. The only way it could have been smashed so badly after i had packed it very carefully to ensure maximum protection, was for it to have been thrown or had something thrown at it excessively hard. I am still shocked this morning as I write this. I know the guys throw the luggage, but this had to be so excessively hard I am actually quite mad. Not only did I lose a Bottle that would cost me over $90 to replace here. It also damaged my Bose wireless speaker worth $279.99 plus tax, several souvenirs. Also I had to shampoo my cars truck to get rid of the smell of Tequila.
At the least I would like the bottle replaced and my speaker replaced. Future deals on trips would be appreciated for the inconvenience of having to deal with all of this. If I was negligent in taking precautions packing I wouldn't even bother with this complaint. But as mentioned above, it had to have been exposed the excessive abuse!
Other then this, my experience with Sunwing was really good this time. being the 4th time travelling with you in the last 4 years.

Thank you for your time,

Sean Donovan

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4:21 pm EST
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Sunwing Travel Group medical emergency, no money or credit back!

My husband and I were supposed to fly to Varadero Cuba on Sept 26th, 2017. We stayed at our parents' house the night before on Sept 25th, 2017 (since they live close to the airport and were going to drop us off at 0530hrs). At approximately 0045hrs, my father woke my husband and me up stating that something was wrong with our Mother, when we reached her room we discovered she was having a medical emergency and we called 911. She was rushed to the hospital and remained there for 3 days until being discharged. My husband and I due to this reason were unable to make our flight and trip. I called a cancellation line on their website and left a voicemail and approximately 0200hrs Pacific Standard Time on Sept 26th, 2017. Due to us being busy taking care of our Mother, I called Sunwing Customer Service later that week to explain what had happened, after speaking with the representative, she basically said nothing could be done and that the cancellation line we called is only for those who book "worry free cancellation insurance" & there is no such line for those who have emergencies and don't have "worry free cancellation insurance" (which doesn't make sense). I called Sunwing customer service line and explained to them our situation; the lady told us that if we had called after we missed our flight they could have arranged us to get on another flight for that week, however we weren't going to leave our Mother that soon after the incident as she was still medically unstable and needed our care. I told them I had documents to prove this incident happened & could provide them with the ambulance documents as well as hospital documents. I told them that I would prefer to get my money back or at least get credit so we could go on another trip. After being on the line for more than 1/2 an hour we were told that they could not do anything, no refunds or credit would be given and I was told to email Sunwing customer service. I emailed Sunwing customer service and again explained the situation; they were only willing to return our taxes (around $200).

This is how Sunwing runs their business, completely unacceptable to take customers money in an uncontrollable situation.

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1:22 pm EDT
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Sunwing Travel Group resort hazards

I went to Marea de Portillo Cuba oct 25 till nov 1. I flew out of Toronto. The resort is need of repairs they have moved the snack bar by the pool but never filled in or covered the holes My last day there I tripped on one of the holes. Mia, one of the workers saw me trip. I would like to go again the people and staff are wonderful. Kimberly Archer and Maryann VandenBroek travelled with me. It was their first time there. They would like to go back but we're very disappointed. Is there any travel voucher or insentive you can offer us Please. We can handle the cold showers. Lol. Peggy Shand. [protected]@icloud.com
We would like to go again next November if we had an incentive. Thank you a picture of my toe is below. Yes- it hurts

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5:47 pm EDT

Sunwing Travel Group customer service

Hi there.

I recently booked a vacation through trip central to Peurto Plata, Dominican Republic. I paid a $500 deposit. A week after the vacation was booked, I found out I was pregnant. Due to the Zika Virus being such a risk to pregnant woman I tried to cancel my vacation. I have a doctors note that explains I am not to travel to a location with risk of Zika Virus. I was told my deposit would be lost or I can do a destination change for $150 per person. This is so unacceptable and proves a lot about your ethics. I am not cancelling because I want to, it's a health reason which is very valid.

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8:35 am EDT

Sunwing Travel Group aruba trip at hilton hotel

Hi my name is Domenic Carere I was in Aruba with my family. This is my information September 18th flight depart and arrival was oct 2nd [protected] registration number. On the forth day there were two fire alarms that went off starting at 12:20 am and the second at 1:30 ish. The second alarm I had two falls one off the bed due to mattress not fasten to box and hit my wrist on table desk. Second fall in the emergency exit escape route which everything was so dark walk way and steps painted a grey dark colour Camouflaging two steps one being a trip step no emergency lights were on I had trip badly. My wrist is currently in a cast which I have a broken bone that is separated from the main arm bone. My hip and pelvis or badly bruised. The wrist is on my right hand. My left hand fingers index and the next one or tingling of numbness required is a MRI on my neck. I also might have torn my inner thigh muscle causing extreme pain. I currently walk with a limp. I have yet to go to work as I am on Percocets on a daily basis for the pain. I have contacted my lawyer and putting you on notice that I will be holding you responsible. I may be contacted directly if you choose to [protected]. When I was in Aruba I had made many phone calls to Sunwing for representative to be in contact with me there. That representative still to this day has not been in contact with me there was no representative at the hotel and we did email that representative to contact us. I did attend the hospital in Aruba and the Hilton Hotel doctor. The security report Has been made with the hotel. They do acknowledge they Have a problem with that fire scape route. You may call me at anytime if you choose to.

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10:24 pm EDT

Sunwing Travel Group memories splash punta cana

22 October 2017
From: Cheryl McAdams
Subject: Vacation and transfer from the Chic Punta Cana to Memories Splash during Hurricane Maria
1. I have been trying to find the words to describe the events surrounding the relocation from the Chic Resort to Memories Splash and the hotel accommodations provided by Memories Splash to include the customer service provided during Hurricane Maria.

2. My husband (Jere McAdams) and myself (Cheryl McAdams) booked a Delta Vacation package Chic Resort - Junior Suite Ocean View Diamond Club (King Bed) for 14 Sep �" 23 Sep 17 (with insurance) to celebrate my 60th birthday on 21 Sep 17. I am a retired US Navy Chief and currently working as a Contractor in Afghanistan (a war zone) in which I work 12 hour days 7 days a week and get a vacation 3 times a year. Unfortunately, I have had an opportunity to experience a typhoon and an earth quake. When we became aware Hurricane Maria was heading our way on Wednesday, 20 Sep 17, we attempted to get a flight out of Punta Cana, but there were no seats available on the flight, therefore, we would need to stay and depart on 23 Sep 17 as scheduled. This being said, we are very thankful that no one was injured and very appreciative that Chic was proactive to ensure everyone was moved from the Chic to Memories Splash or Royalton (some of the people in Diamond Club Suites had the pleasure of staying in the Royalton) and out of harm’s way prior to arrival of hurricane Maria. Please see the below details as to our stay at Memories:

a. On 20 September 2017, we were bused from the Chic Resort to Memories Splash and provided room 2062. My husband and I arrived to our room at approximately 4 p.m., and were provided two boxed lunches for dinner and breakfast the next morning. The room had two full beds that were so worn that we assumed these rooms were used only in an emergency situation. Of course, this would have been considered this type of situation. My husband and I went to the front desk (cannot remember her name) and let the lady know that we had been staying in a junior suite at the Chic and had diamond status and asked if it was possible we could get a better quality room. We were specifically informed by the front desk clerk (Diamond Club) that we did not rate diamond at Memories and they were doing us a favor by giving us a room. Under the circumstances, we thought maybe she was stressed due to the influx of customers and the circumstances surrounding the hurricane, so we just returned to our room. We understand the circumstances, although, the rudeness is just unacceptable.

b. At 0600, 21 September 2017, we woke up to the entire room, including the bathroom, flooded with water. We had no choice but to stay in our flooded room and wait until the storm passed. We watched the notices posted on the television to stay in our room and that the buffet would be open at 1 pm. So, following the directions, we decided to take a shower (cold water). This did not kill us, although chasing our flip flops around while they floated was a bit tasking. I was going to dry my hair, but being electrocuted due to the ankle deep water in the room was not an option. Once the storm passed, we called the operator (0) and to let them know our room was filled with water and if someone could come please come and take a look. No one, absolutely no one came to our room to assist us. So, to attempt to remove the water from our room, we found a floor squeegee down the outside corridor hallway and we tried to remove the water from the room but the water was coming in faster than we could get it out. The water was literally flowing from underneath the adjoining doors (room 2061). We knocked on the front door of room 2016, but it appeared the room was unoccupied. Then, we listened at the adjoining doors and you could hear water gushing from somewhere. Now, we were concerned and again called the operator (0) and let them know that you could hear water literally gushing in room 2061 and it sounded like a broken pipe. In addition, we let the operator know that water was coming in our room from underneath the adjoining doors and asked if they could please send someone from Maintenance to our room. Obviously, we were not a priority since no one came to assist us. Also, the front desk did not have the courtesy to even call us. Now, it is 1 PM and we had to do something so we walked down the outer corridor hallway and found two housekeepers working on rooms and requested their assistance. When the housekeepers opened the door (room 2061), the ceiling had literally fallen in and there was a broken water pipe. It kind of reminded you of Niagara Falls. If it had not been for the two housekeepers calling the front desk to have us moved down the hallway to room 2029, the staff at Memories would have left us in our room to fin for ourselves.

c. When we arrived to room 2029, I called the operator (0) and requested to be checked into the room so we could get the messages on the TV. We were told the system was down. We called another two times, letting the operator (0) know the TV reflected we were not checked into the room. On one of the calls, we were told that we would be called back when she got with the front desk. We also reiterated that we cannot get any messages if we are not checked into the room. So, if there was an emergency and we needed to comply with specific directions provided by Memories Splash, we couldn’t. We finally just gave it up and went to bed. Now, if it wasn’t bad enough, the air conditioning quit working in the middle of the night. Almost, thought I was in Afghanistan again.

d. At 0700, 22 September 2017, the air conditioner was still inoperative, so we decided we better just take a shower and get out of the room. Again, we had a great opportunity to take a cold shower. We departed our room and went to lunch and guess what; when we returned to our room the air conditioning was still not working. So, we decided to go over to Royalton and speak with the Diamond Club Manager to see if we could possibly get moved to the Royalton. When we spoke to the Diamond Club Manager (Johanan) to see what we could do to at least make it bearable until our departure tomorrow, Saturday, 23 Sep 17. When we met with Johanan, we asked about moving over to the Royalton and were told that no one from the Chic was moved into the Royalton. At this time, I let him know that what he just told us was absolutely not true and that we had just spoken to several couples we knew from the Chic and they went directly from the Chic to the Royalton. What customer service, just tell the customer whatever you can to get rid of them. In addition, we were told there were no rooms available. We were provided a diamond club wrist band, but it did not matter since it was late afternoon and were departing Punta Cana the next day. In addition, the only way we could get Memories to check us in our room was to have the Royalton Diamond Club representative call Memories to have them check us into the room that we had been staying in since the previous day. Finally, we were checked into our room at Memories.

3. There is no excuse for the lack of customer service we received. We understand these were extreme conditions with the Hurricane, but to be ignored and treated as if we were inconsequential was insulting and demeaning; and to add insult to injury, we were staying at Memories Splash which is a Blue Diamond Resorts which includes the Royalton and Chic, and a subsidiary of Sunwing Travel Group.

4. In summary, we travel to various places at least three times a year and usually stay in suite and we are requesting to be compensated for the 3 days (20, 21, 22 Sep 17) in which we stayed at Memories Splash (See Enclosure (1) JereCheryl Travel Docs). In addition, we paid for diamond status and a junior suite ocean view room at the Chic and if Memories had just made an effort to provide some kind of assistance to us with our flooded room and not made us feel like were homeless and doing us a favor by allowing us to stay and get out of the rain, we would not be requesting a reimbursement for these three days. On a good note, the Chic was incredible. On another note, why would we want to take a chance on a company that obviously just does not care.
I returned to Afghanistan and have been trying to find the words to express our three days in Memories Splash and my 60th birthday. Since I am currently in Afghanistan, please contact my husband Jere McAdams if you have any questions. In addition, if you would like the video of the flood in our room and Niagra Falls in the next room, please feel free to ask.
Sincerely,
Cheryl L. McAdams
Cheryl McAdams
[protected]@gmail.com

Jere McAdams
[protected]@reagan.com
[protected]

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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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