Sunwing Travel Group
reviews and complaints

I booked last october for an ocean view junior suite room and was given a non suite regular room facing bushes. We did pay a lot more for this room type. Also sunwing did not mention anywhere that locals use the resort Saturday and Sunday. There must have been over 100 young locals using the pool area. This ruined our last 2 days as they totally took over the resort. Many tourists were very uncomfortable as they were very loud and rude. My 1000 dollar canon camera was stolen from my bag as one stood behind me as another distracted me. All of this totally ruined out whole stay. I have booked a ton of trips with sunwing and hope I can be compensated for this.
Ryan kurnell
[protected]
Policy number [protected]

We booked an all inclusive trip from Montreal to jewel Paradise Cove Spa and Resort for April 1st to 7th 2018. Purchased the price drop guarantee for 49/person in November 2017. I watched the prices and room availability. All of a sudden when the price dropped substantially the room category changed from Premier guest room to Supersaver Premier guest room. I contacted Sunwing and without stating that I had already booked our trip I asked what the difference was in the 2 room categories as they were both listed on their web site. I was told by a sunwing representative after consulting with her supervisor that the y were the same room only the price was different. I then contacted my travel agent and told her this info and that I wanted to apply the price drop guarantee. After many lengthy discussions with the customer loyalty department at sunwing they agreed to apply the price drop even though in their words it was "a different room category" which was an outright lie. The following day she got back to me letting me know. i responded the following day, after confirming that here were rooms available and paid the balance of the trip in full on January 27th. They said that it could take up to 6 weeks for the credit ($700.00) to be refunded on the credit card. On March 13th I still had not received the credit or confirmation so my agent contacted Sunwing again. A supervisor told her to call between 10am and 6pm for a conference conversation the following day. They never answered her call. Finally on March 16th they contacted her stating that the price drop was confirmed on the 24th and payment was processed on the 27th and there were no rooms available as of the evening of the 25th. Which was not true because i checked on the 27th before contacting my agent. Sunwing stated that if I had a screenshot showing that there was a room available on the 27th they would honor the price drop guarantee. I was obviously unaware that a big company like Sunwing would need me to take a screenshot for theire records. The burden of proof was on me! On March 17th a screenshot was taken for the very same resort, same dates and same room category showing that here were still rooms available. Not only did they not honor their policy meaning that I lost $700.00 I also paid $98.00 for the price drop "guarantee" bringing my total loss to $798.00

My husband and I were on flight 781 from Montego Bay to Hamilton on Sunday. It was a disaster.
Flight was suppose to leave at 2:20pm but we left at 7pm. We were given food voucher as we were boarding the plane, but was no good to us as it was only for Montego Bay airport. We were suppose to fly to Hamilton but found out as we were landing that we were going to Toronto. We then sat on the tarmac for 6 hours. Then it got worse. Waited in a luggage line for 2 hours to hand in paperwork to have our luggage sent to us. We still don't have our luggage!
Then we had to figure out how to get to a Hamilton airport to get our car. Waited in line another 2 hours to get a taxi voucher. Told to then wait in another lube for limo taxi. The commissioner confirmed we were in right line up. Waited in that line for an hour. Took taxi to Hamilton then told we have the wrong voucher and I had to pay $137 for the taxi.

I expect compensation for sitting on plane for 10 hours with no food. I expect my luggage delivered this week. I expect the taxi home to be compensated.

I am giving you the opportunity to make this right before I contact my lawyer.

Steve and Kim Tocher
112 Binhaven Blvd
Binbrook
[protected]
Booking number [protected]

I was on flight from rio Hato panama on Monday April 16 2018 that was scheduled for departure at 1740 got delayed to 1900 then 2100 then didn't actually depart till after midnight the sunwing Rep didn't know anything we got delays from someon else at resort that was on our flight. Before we got on plane pilot Nancy came and talked to everyone the crew wasn't gonna have enough hours to make it to Toronto ont, we were told that we going to cancun Mexico and spending night there for crew to get rested I didn't believe when they told us this and I was right we landed in cancun we were told we weren't getting off plane another crew was coming and would be there in 15 minutes which turned into 3 plus hours before with no air conditioning on plane while we waited they could have been fueling and filling supplies while waiting for re-crew we took off we were between 12 and 13 hours on plane I feel we're being lied to right from start. I work on the railroad and I understand hours and how they work in the transportation industry we could have just stand in panama but no they went to cancun with no intention of getting of plane just getting the new crew on then refuel and fill with food water and other supplies that they just did in panama, I didn't get what I ordered from duty free on way down they kept blaming weather in Toronto but there was no flight coming to panama on Monday so they sent plane from Calgary to Cuba then to panama then to make toront with same crew I was guessing in panama at 2000 that they weren't Gina have time to do all that and I was right. I feel I and we were lied to from start to finish of trip home

WG516 04/15/2018 Return flight from Cancun to Toronto. I understand the weather cannot be controlled. But Sunwing still have to be held accountable for making customers wait - at the Hotel lobby, bus terminal and airport when they know for a fact that flights will be cancelled. Arrangements should be made ahead of time to provide, next flight schedules, accommodations and not give paying customers the run around and false hopes that they will get home as scheduled.

WG684 Tuesday April 17th 2018.
Obviously considering the ice storm which occurred we were not surprised by some delays of back log etc... totally understandable.
That being said, 2 delays later, a board that was changing flight times back and forth, and almost no one around to answer questions left us beyond frustrated. The screens had no signage or branding anywhere, so most of us had no idea where to go. Almost like they wanted to be hidden with the chaos going on. Flights were in and out all day with a few exceptions so weather clearly wasn't the real factor. Later to find out it had more to do with staffing issues with Swissport. So now our flight is set to leave the next morning, 1/2 day missed at work for nothing. Extra cost for food and coffee etc...
And while we were offered a taxi home it still doesn't get back out time lost and or make up the poor customer service overall.
If there was another flight available I would have quickly jumped on! And I will let
Everyone know exactly what my
Experience was.
Not acceptable!

Hello... I was to Club Karey in Varadero Cuba from Feb.18 to March 3 2018.. My booking was through Marlin Travel.. Saint John w. N. B. My booking no. was [protected]
I was there for 2 weeks. The whole time I had no hot water, the hotel restaurant had no hot food. No TV reception or telephone service (even to front desk) The Ac and refrigerator worked very seldom. There was mold everywhere. The stairs and railings were loose and chipped. The place was a total mess not fit to be occupied.
When I complained, I was told they were working on fixing things. Another room was offered, but all the rooms were basicly the same... EVERYONE was complaining.
I was told by the hotel maintenance people that the hotel was not realy ready to be reopened after the huricane last fall.. The staff did there best to help, but there is only so much that they could do with what they had to work with...
I complained to Marlin travel upond my return and was told this week that it was passed on to you... Maybe I should talk to my Lawyer to see what HE can do for me...
Kenneth Innis
219-3 Carleton Kirk Place
Saint John N. B.
E2M5B8

you can reach me by email at
[protected]@gmail.com

Flight wg 389 Varadero to Kelowna April 6, 2018.

Arriving at the Varadero check in the agent said they were upgrading to First Class for half price, usually $100, now $50. I asked what that meant, he said lots of leg room, being over 6 ft I went for it.

Handed him a crisp clean new $50 Canadian bill, nothing other than a seat number 2F, my travelling partner declined the upgrade got seat 2C?
I thought something was fishy. My seat was nothing but the bulkhead of the forward washroom with the silly tray that comes out of the seat seperator and as far as leg room, it was worse, the traveller in seat 2C put his feet under the forward seat with far more comfort than I.

Who got this $50? The cuban agent? Complaining to the flight crew on disembraking one attendant nodded knowingly the upgrade was not worth anything, the other said something like "well thats the cuba".

The other "upgraded"! family, grandpa/ma son/daughter in law /child/son also paid and were LIVID as well.
I would like my $50 back and who got the $50 I passed to this cuban agent?

The picture shows their may be a little more legroom across the aisle in seats BC with the little cutout in the wall, my seat 2F had no such cutout I was jambed with my feet at the wall. Who would pay the full $100 extra for this? It should be $50 off a regular seat . Can I have my $50 refunded please.
MN Yanke
812 5th St
Nelson BC
Canada V1L 2X5
[protected]
[protected]@shaw.ca

We just returned from a vacation at Punta Cana and we stayed at the Majestic Elegance.

When walking the beach, crossing the properties of both Royalton hotels, all the vacationers from other hotels were constantly harassed by Royalton representatives, trying to sell memberships. The sales tactics were very aggressive in nature i.e. chasing, yelling and blocking off vacationers who were simply trying to take a walk down the beach.

We stayed at the Royalton Riviera Cancun last year and it was the best resort we've ever stayed at. That's why we were very surprised that a classy hotel chain would use such unacceptable sales tactics.

We felt that your office should be aware of this as we feel this will definitely affect reputation of Royalton resorts.

My wife is in a Montego Bay Jamaica hospital due to complications caused in part by elevator door at Royalton White Sands closing and hitting her head as she was normally entering it. A massive bacterial infection came on and we had to miss our flight back to Toronto yesterday. SUNWING now wants almost $1000.00 to take us home. The Royalton is charging me $222.00 night and I must leave and go elsewhere as of tomorrow.
Hospital bills in only two days over $6000.00 USD & cab fares $120.00USD
At this point I'm not sure how much my insurance will pay.
Our booking number is [protected] and I am Ken Coleman

Myself and my family went on a holiday to Cancun, Mexico from March 3, 2018 until March 10, 2018. We stayed at the Royalton Suites. We booked this holiday directly through Sunwing. We were disappointed that we were not informed of the pre booking of the seats and that it was only 4 hours prior to the flight. In all other instances where we have taken a plane, you can book your seat 24 hours in advance. We were also not notified that you could only book the seats on a computer, not on your phone. That made it really difficult for us, since we had to leave at 4am from Kamloops for our flight and we needed to sleep since we were getting up so early. We tried to book in the morning but there was some kind of error. So, myself and my family were all split apart on the plane for the flight. Once myself and my family got on the plane in Kelowna, BC to go to Cancun, there was an over an hour and half delay before we even ended up taking off. There was an issue with one of the doors on the plane in addition to some de-icing of the plane that needed to happen. After that, we were delayed with paper work that needed to be done because of these issues. It was pretty frustrating to get delayed as we were all excited to get there. Our holiday was nice and we all had a good time. We ended up booking a swim up pool and my children were very excited to swim in their own pool. Once we got to our room, we felt the pool water and it was freezing. We had called to reception multiple times to see about getting the pool heater turned up and they said someone would come and check it. Nobody ever came and we realized after a day that there isn't a heater in the pool, they only get heated up by the sun. We ended up changing rooms to another swim up room and it was the exact same situation that the pool was too cold to even go in, let alone swim in. We talked to our butler and he gave us the option of a presidential suite and we were very happy with that instead. We had just wished we had that option prior, as it was disrupting to have to change rooms 2 times. Everyone was very nice and helpful at the resort. We were sad when it was our time to leave. Once we got to the airport, we checked our bags and got on the plane. We were not greeted by any of the stewardesses when we got on the plane. We were delayed again, but this time it was because we had to stop in Regina for gas because the plane wasn't going to make it all the way to Kelowna. The plane didn't even take off until at least an hour and a half because of this change and we were told it was because of additional paperwork. We feel like all of this could have been dealt with prior and additional gas could have bee organized prior as well. We stopped in Regina for about a half an hour for gas and started flying again. One of the reasons why we chose this flight in particular was because it was a direct flight and we weren't going to get into Kelowna very late. We also needed to drive home to Kamloops, BC once we got off the plane. It didn't turn out to be a direct flight since we had to stop in Regina and were delayed multiple hours. As we were exiting out of the plane, there was nobody to greet us, to apologize for the delay or just to say thank you for flying with Sunwing. That was very disappointing and there was nothing offered to us with this over 3 hour delay. We parked our vehicle at the airport in Kelowna and once we finally landed and got our bags, it was after 1am. Our flight was supposed to get in at 9:30pm. We ended up paying for an extra day of parking because of this delay and do not feel like that was fair. We ended up getting home in Kamloops around 4am, which should have been around 12:30am. We were all very disappointed with the flights and the delays on our family holiday. We do not take holidays very often and this experience we had with Sunwing left us with a bad taste in our mouths. We would like someone to follow up with us over email regarding our experience. Thank you.

Travel Smart membership # 6252871

On Tuesday 30 January, during my stay at the Royalton Negrill (Jamaice), I was a bit overwhelmed and pushed to sign a contract with Travel Smart (TSVC). At home, after reading all the various documents, it appeared that the memebership didn't meet our needs. I cancelled the contract within the 5 days rescission period (Clause 7). This would mean I would be reimbursed the amount(s) that TSVC has received from me minus a 15% processing fee. The amount I had paid was $ 3, 495, meaning I should receive a refund of $ 2, 970.75. I only received a refund of $2, 537.25 and the direct debit collection is still active and on 28 February an amount of $ 517, 35.

I contacted the office of TSVC at Royalton Negrill but they refuse to pay the amount due. Unfortunately I can't attached the email string and contract. I've also attached the contract of the memebership. Furthermore, even after my cancellation within the 5 days rescission period they won't cancel the direct debit on my credit card. TSVC confirmed, although I have cancelled the contract, that the direct debit would remain active. It is absurd they keep collecting money for a service I've cancelled (and therefore never use) and they refuse to reimburse the amount they contractually (legally) are obliged to.

As Travel Smart is part f the Sunwing Tavel Group I hope you can help me in this matter and adhere them to their contractually obligations? Please let me know how I can share the relevant documents (emailstring, contract, etc.)

Kindest regards,

Willem Smit
[protected]@online.nl

I am writing a second letter to You about a refund for an Excursion We stayed at Los Delfines from Feb 17 to Feb 24 I book the Havana Day Trip on the Friday of that week Our Tour Contact was Germaine On the Day of the bus Trip My Grandson was very Ill with Upset Stomach and Diarehea He could not get out of Bed As We were leaving the next Day I did not get to Meet with our Sunwing Rep at the Hotel and I would like to know if I am entitled to some sort of refund The food at that Hotel was VERY Bad Same thing over and over and Hot Food was not kept at a proper Heat level and I believe that is How He became ill I sent an email the Day after We arrived Home and Had NO response Yet

I recently had a vacation to Cayo Coco Cuba... I booked my trip Feb 17 2018 for a 1 week all inclusive for Feb 27 / 18 to March 7 /18 When I got to check in at the Ottawa airport which we were 2 1/2 hours early... the ticket agent said we had to pay another 50$ for Elite tickets... my sister and I were shocked and immediately said that isn't fair... we already bought our tickets why do we have to now buy elite tickets? girls reponse was that all seats were taken and that everyone ordered their seat tickets online... how is that possible that everyone ordered their seats online? sounds like a gimmic to sale your elite tickets... as we were excited to leave for our trip I said lets just pay. There was a moment as sales agent was talking to us and talking on phone... I presume confirming our seats... So my sister and I both paid an addional $50. with our visa for elite tickets...? when we got in plane we were seated at the wing... to which there was a pilot also in our isles.. also in the other Elite seats was another pilot and I believe 5 stewardesses... I am shocked at our treatment and the lies that sunwing agents go to... to try and sale their elite seats... when clearly they over booked seats and now we have to pay the price. Later I questioned a few people also on my flight and asked if they booked their seats online... their response was "No" therefore clearly it was an overbooked flight for regular seats leaving us to pay the price for sunwings error. Maybe if we would of put up a fight or asked for a manager things would of been different... or did they see us coming... I am discussed at the means that sunwing agents go to... to sell their elite seats... I am requesting a refund of $50 each (total $100 for the 2 seats) I would like to be contacted back from someone with authority to take care of this matter... our flight #WG608 to go to Cuba and WG609 to come back to Ottawa...

We travel to Varadero from Montreal on January 23. We paid for extra suitcase. And Sunwing lost two of our suitcases. We came back, call, went to lost and found, and nobody can explain us where are our suitcases. We complain with Sunwing vacation, we called, we sent a complain, and here we are 2 months later, and no reply. We lost our money and our suitcases. And Sunwing does not seems to care at all. Nobody can reply. My name is Robert Labelle. [protected].

Our holiday was booked with TUI last September and they used your Sunwing airline for the flight travel. Before I send all documents can you please tell me if this is correct place to make complaint re treatment when one of your flights was redirected to another airport due to bad weather? My partner who is disabled was not given the welfare assistance he had booked for and we were left with no support or help at Manchester Airport and then had to travel 6 plus hours by coach to our original airport Norwich next day. TUI and ABTA has advised me to complain directly to your company.

Dear sir or madam;

It has been a month since we went on an all inclusive vacation through Sunwing to Playa del Carmen. We were certainly looking forward to our trip. The flight there was good and the staff friendly. However, the seating arrangements of the airplane left a lot to be desired. Having an artificial knee plus some back problems, there was not sufficient room for a comfortable flight.
The return trip was not good in my estimation. First, the plane was delayed which would have been OK if we were told why and for how long. When it arrived and let off a number of passengers, the staff did a good job to get all of us on the plane. Unfortunately we were told that there was not enough fuel to make it back to Kelowna and had to stop in Regina to refuel. This was certainly inconvenient since it added 2 hours to our return flight and still had to drive to Penticton very early in the morning, arriving there at 2:30 am.
After a few days I did some research on the airplane re: seating, maximum weights, amount of fuel carried and the limits of flight. Certainly when our plane landed in Cancun to pick us up for the return flight is was not filled up. If it did, calculating the average weight of passengers, baggage, fuel and consumption, the plane would have been overweight for take off. We were not told this. I would assume that the pilot and crew as well as Sunwing staff, knew this ahead of time. It would have been impossible to make a non stop flight.
I realise it is a fine line between making a profit or not. I think that regulations re: baggage are not followed. It seems that every year the overhead baggage increases in size and of course weight. Maybe taking less passengers and changing the seating space closer to what the airplane was originally designed for, would have lessened over loading and increased passenger comfort. I know this is not specifically the fault of Sunwing, there are many other airlines that do exactly the same thing.
I do not think I will ever fly in "budget" airlines again. Spending the extra money will be well worth it.

Regards
Karel Doruyter

To how concern. My booking # [protected]
Last Friday February 16, 2018 the all group family were send to the shopping tour from the Iberostar paraiso del Mar with one of your NEXUS transport, and our vans tour was severe stroke by behind on the highway 307 and all passengers were transported to the COSTAMED hospital. After all medical test done we were not allowing to leave the hospital because the insurances tours cars involved did not agree with the accident the responsibilities and the hospital staff suggested us to pay in front to later get reimburse by the insurances. We have 3 infants between 1 to 3-year-old with no food or baby supplements because everything was in the resort, we keep asking for the police report or medical report to at least call our insurance company in Canada bot no one help us not either the Sunwing resort front desk, or the represent from the resort. Around 8pm We decided to leave the hospital and surprise outside was the insurance agent from GNP (seguro de auto GNP.com) Waiting just to see if we paid, after they just laugh of US and left. Them an argument with the hospital staff start. All day was lost and every one on pain and no one knowing nothing to help Us. We call the Canadian Consulate and they just toll us to consult with the Sunwing agent for help. We just request to get our reports to proceed with the medical treatments' back home, and a refund. Half of Our vacation missed and here now in Canada with no medical or police accident report, thanks God we're alive. More pictures of the accident and hospital on request. Below all the your tour transport passengers. Hope to know soon from you. Thanks.
Basilio Rodriguez Lopez [protected], Anayansi Gutierrez Alabarca [protected]
Yurine Macias [protected], Alexander Rodriguez Gutierrez [protected]
Erick Marino Rodriguez [protected], Verushka Nadir Cabrera Batista [protected]
Basilio Rodriguez Mordock, Teodolinda Lopez Tud, Victoria Alabarca including the 3 infants.
Booking# [protected]

Bonjour,

Voici quelques photos de nos bagages briser suite au vol w614 de Montréal a Camagüey le 25 janvier 2018, je me suis rendu à ma représentante Olive à l'hôtel brisas santa Lucia lorsque j'ai constaté que mes bagages étaient hommager. Voici quelques images donc vous auriez déjà reçu de la part de ma représentante . J'espère avoir dédommagements a cette effets cela fait déjà deux semaines depuis mon retour et je n'ai toujours pas de retour de Sunwing nous étions un groupe de 12 personnes et d'autres personnes de notre groupe on subit la même choses pour leur valises.

Merci en espérant que cette situation se règlera rapidement .

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

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

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

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

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

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

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

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

Thank you in advance
JoAnn Kropf -Hedley