Sunwing Travel Group
reviews and complaints

Good morning.

My name is Serge Pierre-Louis and my reservation number is: [protected]

This is a formal complaint for misrepresentation of this hotel named WHALA BAYAHÍBE in Dominican Republic.

Let me start by saying that I am not one of those serial complainers.

I have traveled with Sunwing many times and I've never been so profoundly disappointed.

Almost everything in this package and hotel is a disappointment.

It is advertised as a 4 star hotel. for having traveled many times around the Caribbean in different cities, I can objectively say that this hotel is no more than a 2 star.

Let's start with what is good.

1- The rooms are big and clean despite the fact that the furnitures are old and basic

2- The personal is helpful if you manage to find one.

Now the bad.

1- The hotel is located in a ghetto area that is in construction and that is difficultly accessible. And it is NOT in Punta Cana at all.

2- There is no beach at the hotel even if the sea is right behind the hotel. It is just for the view because you can't go in it. If you want to go on the beach, you have to take a transportation that will take you there in the morning.

3- The one buffet that they have is simply bad. There is a very limited amout of food and you can forget about taste. Let's put it this way. I've never been in any resort with such limited amount of food anywhere in the world. And did I say the food was bad? Also the service was absent. We were there and no one came to us to ask what we need or to check on us.

4- The bathroom has no warm water. The water is always completely hot. So you can't take a shower. The toilet doesn't flush well. So you better be creative and patient when using it.

5- The one bar that exist in the hotel has a very limited amout of alcohol that you can get for free. It's and all inclusive, remember? The vast majority of displayed alcohol are for sell.

6- My second day in the hotel, there was no Sunwing personal to be found.

I paid well over $6000 for this trip for one room.

I either want to be relocated, refunded, or compensated for this awful experience.

This is not what Sunwing advertises, promises and usually offers. I can't believe my family and I are dealing with this when we are supposed to relax and enjoy our time in vacation.

I have taken pictures, videos, and testimonies from other people at the hotel to prove everything I say here.

I am waiting for a quick and satisfying resolution of this matter, or the whole world will read this.

Thank you.

Serge Pierre-Louis.

On February 25th, my three friends and I decided to sit in the cigar lounge at the resort following dinner. We were in the lounge from 8:00pm - 8:45pm roughly. The lounge was fairly empty when the male bartender approached me, smelling of alcohol and cigarettes, and started to express his interest in me. I ignored his comments and left the bar ledge to sit somewhere else, away from the staff member. He then comes out from behind the bar, grabs my arm and says "Meet me in the bathroom in two minutes or I will follow you to your room". Thankfully I was escorted by one of my friends and we ran back to our room and locked the door. My two other friends who had stayed another 10 minutes stated that the bartender proceeds to go into the bathroom and wait 5 minutes, before two other male staff members go into the bathroom to meet him. I cannot say what would have happened if I had listened to the staff member and entered the washroom. The entire experience was extremely violating, aggressive, and intrusive. The bartenders name was "Rolando" and continued to stare and hover over me for the remainder of the trip. My friends and I were completely taken aback and made feeling comfortable and to be honest felt as though this ruined out trip.

We are extremely saddened to leave our trip through Sunwing feeling let down and unsafe.

When booking Feb 16/23 on the online site it did not say 1st checked bag free, it only offered options to pre-pay or pay at the airport. I chose to pre-pay. Then I found out the 1st checked bag was free. When I called Sunwing Feb 17/23, 12 days before departure, they said it was too close to departure and they wouldn't refund the amount I paid in error.

My booking number is #[protected] Karel Mandl and Nada Dabash Grand Memories arriving February 7 and departing on February 14, 2023. I'm requesting refund for Diamond club charges as we have not received any services or privileges. When we arrived there was no WIP cocktail, spend 20 minutes waiting for checking in although we were only one arriving, then after spending another 30 minutes waiting for bell boy to take us to our room they told us there is no one to take care of us. We dragged our luggage in dark and trying to find our room. Next day we tried to contact diamond club concierge to make a reservation for dinner. Unsuccessfully for 7 days, she or he was never available although we left a request with lobby clerk. There was private beach area but not with waiter service. Fridge in room was empty, no beer or pop, just water like everyone else. They told us right now there is no beer or pop. Some people received a bottle of rum, but not our room. I complained and they told us contact concierge. Left message again, no reply. No diamond service, just bracelet. I want refund for diamond charges. I wouldn't recommend this hotel, service and food was horrible, we had no running water in sink, complained but no one came to fix. Someday we didn't get towels in room as many other people. They told us they have difficulties with supplier. In December, I spent 7 days in Beach memories diamond club #[protected]. All great.

My husband and I were booked to fly on February 2 with return date February 9.

We had purchased your travel cancellation insurance (the 3 days before departure) two days before our departure, January31, husband experienced a medical emergency and was admitted to the hospital and is still there. When I contacted the travel agent about this situation, she contacted Sunwing about refunding our costs, the answer was no. Sunwing said it had to be 3 days before, not2 days before. I am sorry that Sunwing feels that one day short of your excepted cancellation time, due to a medical emergency, is a good enough reason to keep our money.

I took my daughter's to jamaica for one of my daughter's 21st birthday. I had the diamond suite and my room was terrible. I asked to switch rooms and it took a few days for them to switch me but they finally did. I asked for a compensation for the inconvience and they are offering two nights free, and that is fine but the problem is that they are only giving it to me if I bring back the kids and that isn't fair. I do not plan to bring my kids back I would come alone but they are not willign to give me the free nights unless the kids are with me and that is not fair. I dont think they understand that it spendy to bring kids back with you. I would like my two free nights but I want to be able to come alone.

Attention Sun Wing Customer Service

This a complaint about our bad experience with the return flight from Cancun on January 26, 2023.
We, Ilan Zisu and Zippora Zisu, purchased a Sun Wing vacation at RIU Cancun from January 19 to January 26.
The return flight from Cancun to Toronto, WG 514, was scheduled to depart from Cancun at 17:05 and after many delays is departed at midnight.

In Toronto we had to wait for 2 hours for our luggage to arrive at pick up area.
Instead of arriving in Toronto on January 26 at about 9:00 PM we left the airport the next day January 27 in the morning.

The support staff in Cancun ‘hinted’ that the reason for the delays is weather, though weather in Toronto was OK.
When we boarded the airplane the crew told us that the real reason for the long delay was in fact a technical issue with the airplane.

I also missed a day of work for this reason.
We strongly demand to be compensated for this bad experience in money and not in flight credits.
Sincerely Ilan and Zippora Zisu

My partner and I were to leave Winnipeg Airport @ 8:40am on Flight #WG120 on January 18th to Punta Cana, Dominican Republic. We were delayed 6 hrs. at the Winnipeg airport due to plane issues, arriving at our destination around midnight instead of late afternoon.

We lost part of our first day of our vacation.

On leaving Punta Cana on January 25th on Flight #WG121 we were again delayed 2 hrs. to return back to Winnipeg.

To whom it may concern

I took the time to book my HONEYMOON with Sunwing, making sure to book early flights to get the most out of my trip. Not only was a flight time switched before departing it was also delayed 2xs coming home. I did not pay for a red eye flight leaving Jamaica …however it seems to be what happened. I am not happy to say the least. The hotel we stayed at would not give us late check out - even though we offered to pay per hour to keep the room.

This is horrible to say the least. My husband is a business owner and because of this disruption he was unable to make it to work.
I demand someone call me with answers and clarification on why my honeymoon was ruined because Sunwing couldn’t get their stuff in order….

Christina
Email [protected]@hotmail.com
[protected]

To Sunwing

Booking reference [protected]

As a longtime customer of Sunwing and hope to continue to be a customer of Sunwing I would like to highlight my past trip. I originally booked to fly Jan 12th to Jan 19th staying in Cuba at Club Tropical in a “superior room”. I had viewed Club tropical website and was aware they offered ‘Standard Double Room”, “Superior Double Room” and “two bedroom apartment”. I was very pleased with the pictures of my superior room and felt it would meet the needs of myself and my 6-year-old granddaughter. It appeared to have 2 double beds, a private balcony and was located away from the entertainment stage. I was aware after viewing the pictures the resort was small no room was going to be removed from the entertainment completely.

I accepted the cancelation and appreciated the quick rebooking within a few days for only two days after my original booking. I was pleased to remain at the resort I researched and retain my “superior room”.

Upon arrival I was informed my room was not available and the only room available was an apartment room. I continued to explain at the desk I am traveling with a 6 year old, and required the room I booked. After several minutes of conversation, I realized I was in a foreign country with a child and the hotel did not have my room. I conversed with Jessie Moore and Sharlene Mac Lean (who I had booked to travel with) and we agreed to view the “apartment”. Upon entering the apartment, I was given a key and Mary Ann (I don’t know her last name) was given a key to the second bedroom in the apartment. I was confused by this as Maryann had checked into the hotel just prior to me and was given a room in the building. I watched them explain to her where her room was.

I spoke to several guests on Monday and understood guests were being placed of site due to overbooking. I was grateful for a room but really needed the room I booked. Shared common space, shared balcony, shared apartment does not work with my boisterous child for either me or the other woman. My room was also located directly above the stage which on it’s own would have been tolerable but this scenario was just an added layer of frustration and inconvenience. I did speak to the sunwing representative who informed me it was the hotel’s issue.

I feel Sunwing is the company I booked and paid my money to for an all inclusive vacation. It is sunwing’s responsibility to provide me the room that was requested and purchased. I Can provide specific details regarding the issue of sharing the apartment if required.

I am requesting a $250.00 voucher with sunwing for myself and $250.00 voucher for Na’zariah Dacey for our next all inclusive. I will be traveling to Jamacia around April 2024 so the voucher will need to extend past 12 months.

This is Cheryl Heavener, booking number [protected].
I was at the airport the day of Jan 10, 2023 for the departing flight WG272. After numerous delays, it was rescheduled to Jan 11, 2023. A lack of communication over the flight details was not acceptable. This took the full day and we were told the flight would depart at 9am on the 11th. I got 4 hours sleep only to wait in the lobby to find it was changed to 12 noon. I was exhausted. The flight home was very good and the attendants were very courteous.
I purchased my baggage online, but did not realize it was only one way. I was charged an extra $20 at the airport for a total of $95 to bring my luggage home. It was not clear on the website that I needed to purchase the baggage for both flights.

We (3 of us) were suppose to leave on December 24, 2022 at 6:15AM flight WG116 to Antigua for 1 week all inclusive vacation. After our flight was delayed so many times, Sunwing cancelled it finally around 4PM and rescheduled it for next morning. We went to domestic part of the airport to pick up our luggage,

after waiting for so many hours, they informed us to come tomorrow to pick it up before the flight. We never got our bags. We went home, slept and likely we got some new staff just in case. We did good, our bags never came. Again, our flight was delayed many times and finally we departed around 4PM on December 25, 2022. So today is almost 3 weeks, no news about our luggage, no compensation for loosing 2 out of 7 days all inclusive, no compensation for flight delay.

Flight WG 116 scheduled for 6:15 on Dec 24, 2022. Re-scheduled by Alert to 8:15.
We arrived to Pearson at 4:30 AM from Niagara Falls despite very bad weather conditions.
Line to Sunwings counters so long, literally thousands travelers going to Caribbean.
Around 11:00 AM we were able to check in, baggage has been checked in with Sunwings as well. Flight was postponed already 3 times
We were sent to gate 26 to take shuttle and go Sunwing’s terminal for Caribian’s flights.
When we arrived to that terminal we found that terminal was full of peoples who slept on the floor as all seats were already occupied .

12PM - Sunwings representative announced our flight and then we asked to be moved from one gate to another and again, 4 times
At the same time, we have observed misunderstanding in between of crews.
13PM - One crew was moved out from aircraft and crew that supposed to flight to Antigua (our flight) went into aircraft.
14PM – our crew was moved out from aircraft, and we have been moved to different gate again.
15PM – our crew arrived and getting ready for flight
16PM – our crew went out from aircraft and said that due to they cross 12 hours shift, the cannot flight.

Our flight was canceled. We told to come back on December 25, 2022 and flight will be at 8:15.
Also we have been told to go to Domestic baggage area and pick up our baggage.
From 16:30 to 20:30PM we were waiting in freezing facility for our baggage.
No one could help us, all information that we have received was non-sufficient.
Manager from Sunwing , Oxana told us to come back on dec 25 and our baggage will be waiting for us beside of Sunwing counter.

I was asking for Hotel voucher because I am living in Niagara Falls and I was refused due to driving distance from Pearson airport to Niagara less than 2 hours. I had no choice as booked hotel and pay for it.
Dec 25, 2022
As per alert – flight delay from 8:15 to 9:15.
We arrived at airport at 5 AM hoping to find our baggage.
Of course, we have not find baggage beside of counter and required to go again to Domestic baggage area and look over there.

Sunwing’s employee even gave us idea that our baggage will be on aircraft and we have stop to worried and bother them.
From 5 AM until 11 AM we were staying again in the same line the same travelers to check in.
Information about baggage was taken in time of check in
11:30 AM we in Sunwing’s terminal.
No clear answer if we are flying or not. Employees who somehow related to baggage are taking information and accurately writing down on peace of papers.

We start to receive alerts that flight again delay, delay…….
15 PM – looks like we will get our flight, crew is in aircraft.
Small quantity of Baggage arrived and packed into aircraft.
16:30 took off finally with 36 hours of delay. No clear explanation.
Upon arriving to Antigua, we could not find our baggage.
On Dec 31, 2022 when we returned to Toronto we went to 6500 Silver Dart facility as per emails received with hope to pick our bag.

After 2 hours of waiting our bag was not found. We are waiting from 6;15 to 8:30 PM. We asked employee to delivery our bag to our home address. She has promised. Nex day she called and said that they found our bag and we must come and pick up. We have mentioned again that we are living in Niagara Falls and we are not driving and I can not spend again $500 to pick up bag as they promised to delivery and from the beginning it is not my problem that they have a mess.

From January 1, 2021 I do not know where is my bag. I am trying to call every day and waiting 5 hours on the phone, and nobody is answering.
I would like my bag back as I have very important stuff in there – diving equipment, license, diving log book since 2008, personal clothe, medication

I would like to claim my expenses – hotel and clothe purchasing.
I would like to receive compensation for 36 hours of flight delay. As I was personally present in there I would say that that I do not see that “mechanical problem” - is not real problem.
Sunwing is declining claim for flight delay .

On December 09/22, we have flying Cayo-Coco - Toronto WG623, we have ordered the vacation with the wheelchair for my husband when we reached the plain it was no rump for the wheelchairs, my husband have a difficulty to reach so many stairs to reach the plain two peoples from the crew were standing and watching us were others passengers trying to help my husband, even the Cubans immigration officer send back the airport helper to help my husband, when we reached the entrance to the plain I have asked the Superintendent of this flight I have get an awful and rude answer from her "Don't you know your in Cuba" Three hours later my husband started feeling bad loosing the oxygen, finally we have emergency landing in Pittsburgh PA when my husband was taking back by Air Ambulance from Pittsburg Hospital to Canada on January 06 /23 My baggage was delivered to my neighbor on January 07/ 23 with cover with stinky mold the whole lagging smell's outside and inside.

My husband baggage is still missing I try to call for two days nobody is picking up the phone the box for the massages is full I need my husband belongness That is the service you provide my husband have in his laggings medical electronics and others electronics we need our baggage soon as possible is over one mounts already and I'm going to contact a lawyer Barbara Januszewicz

My husband and I, we had vacation booked with Sunwing beginning on December 17, 2022 (booking number [protected]).
Flight to the Dominican Republic (WG414) was delayed by 5 hours.
And out of Dominican Republic back to Montréal was delayed by 7.5 hours.
While trying to fill out a compensation form, we have been refused with explanation that delayed were due to the bad weather condition, which is not true because other companies flight were on time or with delays around 30 min.
However Sunwing flight were always delayed by more than 3 hours each.
During our two weeks stay on resort, we witnessed that people who arrived or have had a departure with the Sunwing experienced few hours of delay.

We booked a trip with Sunwing, the booking # is [protected]. Passengers: Huiyou Liu and Juan Zhang. The package included Cancun airport transfer and return transfers.

Our flight from Cancun to Montreal is WG244, Sat, 24 Dec 2022.

We checked out on Dec 24, 2022 at 1: pm in the Hotel Paradisus and waited for the shuttle to pick us up at hotel Paradisus.

But we received a message from Sunwing as follows: WG244CUN-YUL was scheduled Sat, Dec 24,2022 19:35 now expected Sat, Dec 24,2022 22:30 local. We rescheduled a pick up at 5:55PM for a shuttle transfer to the airport of Cancun.

On Saturday, 35 minutes before we returned with shuttle to airport, we received a message from Sunwing: WG244CUN-YUL was scheduled Sat, Dec 24,2022 22:30 now expected Sun, Dec 25,2022 14:55 local. Delay due to weather affecting the inbound aircraft. At this situation, we contacted your representative Ms. Stephanie at Paradisus, Her Phone # is 52-[protected] to find a solution, we called many times to Ms. Stephanie, but no answer, the front desk of Paradisus called also Ms Stephanie and Sunwing customer service many times to ask if Sunwing can pay one night for us to stay in the hotel Paradisus many many times, but no answer. The hotel allows us to stay one night Dec 24 to Dec 25, 2022 and still want to discuss with Sunwing if Sunwing can pay for us (at that time we can not reach any one from Customer service of Sunwing.}

The Next day morning, Dec 25, 2022, we asked Ms. Stephanie if Sunwing could pay for one night for us due to your responsibility to change the flight time. She told us you can pay for a one night hotel first and you can also pay a taxi for the return shuttle from Hotel Paradisus to the airport of Cancun first and then you can claim with Sunwing for both extra expenses. (At that time, Ms. Stephanie told us that she can not arrange a return shuttle for us because there are only 2 person to the airport)

The amount for one night is CA$440.80 and the taxi to the airport of Cancun is CAS120.00=Peso1500.00, So the total claim amount is CA$560.80. The invoices are attached.

Can you please issue a refund at an amount of CAD560.80?

We can not reach any one from Sunwing by customer service, by email!

Hi. Our fight dates December 29,2022 St. Maarten (sxm) to Toronto (yyz) were delayed more then 4 hours. I got notification very late and all 5 of us had to spend 6 hours in the airport. It was very tiring, plus all of us had work next day that was very difficult. Our names are: Nina Nykulin, Yuriy Nykulin, Daniel Breez, Paula-Alice Nikulin, Elizabeth Chrivocea.

I just had my wedding at Royalton White Sands Montego Bay Jamaica

I am highly disappointed in the resort as the resort accommodations were a nightmare to say the least. Then problems were copious. Let me first start with accommodations, as a Bride I did not feel accommodated at all. We arrived to the hotel around 4:30 pm and it took is 2.5 hours to check in. In addition, they did not. upgrade our room, we checked into a dirty room that had cups, messy and unkempt sheets and food throughout the room. We had to be moved again to another room, that was small and smelly. The hotel check in process was a nightmare as it took my 100 plus guests hours to check in. My cousin, who is disabled was placed in a small room with plumbing issues resulting in him having to be moved multiple times, this was discriminatory and hazardous to an individual with special needs. Other guests, that were senior citizens had to be moved multiple times due to the same hazardous and unsanitary conditions. My wedding party and guests brought in $150,000 to the resort, if. not more and we were accommodated with hazardous and unsanitary conditions. My wedding was nice but that was because I spent a lot of money to ensure the decor and design was up to my standards, but the wedding department was poor, they were rude and often times I found myself arguing with them about the way Id like my wedding day to flow. Rohanna in the wedding department has an attitude and although she was helpful the day of my wedding, I felt like I was always wasting her time. My reception ended early as it Was suppose to start at 6, we started at 6:30pm and ended exactly at 10pm, this was a huge disappointment as we were all enjoying ourselves and good music. The flowers that I spent over 8k on were crushed and damaged. After the wedding, I did not get a congratulations, no acknowledgement from the Royalton team. I will be filing a complaint with my bank to retrieve some money that was invested as this was a horrible investment and I did not receive all that I paid for.

Hi,

I recently travelled via sunwing airlines from toronto to Cancun from 17th December 2022 return scheduled for 24th December 2022 with my wife. Booking number [protected].

My flight from toronto to Cancun was delayed by 7 hours and my return flight from Cancun to toronto was delayed by 27 hours.

Sunwing has also lost my check in luggage as well.

I am seeking compensation for out of pocket costs of travel to and from airports due to missed flights; hotel accommodation for return flight and mental stress and trauma incurred along with lost luggage (valued at 4000 cad)

Total compensation requested is CAD 10000 for the above (includes lost luggge). Please help process my claim from sunwing airlines. Thanks!

Flight: Toronto to Varadero

Flight #WG626

Departing date :Fri. Dec 23, 2022

Departing time: Fri. Dec 23, 2022 6:15am

Issue 1: Flight departure time was changed to 7:00am

Issue 2: After one hour delay and seating in the plane was first announcement made by audio: Some passengers are not boarded yet - Incorrect info made because all passengers were already on a board

Issue3: After two hours delay and seating in the plane the second announcement made that: Lagged has not been loaded yet-Not true

Issue3: After 4 hours seating in the plane was third announcement that: Present Crew scheduled flight time was over and wea re waiting for another crew replacement

Issue4: After seating 5 hours in the plane a new crew has arrived when snowstorm started

Results: After waiting for 5 hours the plane took off at 12:00pm instead of 7:00am. There were no delays due to weather conditions!

According to Canadian Aviation Regulations (SOR/96-433) listed rules I expected to receive a compensation for inconvenience for disruptions within Sunwing Airlines control. For flights cancelled or delayed more than 3 hours, you may be entitled to the compensation

Thank you

Victor and Natalya