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Sunwing Travel Group Customer Service Contacts

1877 877 1755 (Sunwing Airlines)
1800 830 1111 (Sunwing Vacations)
1855 706 3987 (NexusTours, Canada & USA)
1800 070 0033 (NexusTours, Mexico)
+1 416 679 9505 (SellOffVacations)
+52 998 251 6559 (NexusTours)
+1 404 321 7742 (Vacation Express)
+1 416 536 7422 (LUXE Destination Weddings)
27 Fasken Drive
Toronto, Ontario
Canada - ONM9W1A2
BlueDiamond Hotels and Resorts
One Financial Place, Lower Lollymore Rock, Suite 100, St Michael, Barbados BB 11000

SellOffVacations
27 Fasken Drive, Toronto, Ontario M9W 1K6

Vacation Express
3500 Piedmont Road, Suite 600, Atlanta, GA 30305

LUXE Destination Weddings
171 East Liberty Street, Suite 140, Toronto, ON M6K 3P6

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Complaints & Reviews

Sunwing Travel Groupcancellation policy in place

To whom it may concern,
My complaint is as follows. I took out cancellation insurance for $60 from Manulife for my trip to Newfoundland with Sunwing through Flight Hub.
Upon hearing that one of the other passengers we were going with (same flight different booking) was told by his doctor he has 3 days or less to live due to an aggressive cancer.
I called Sunwing shortly after the 48 hour deadline (approx. 2.5 hours after) to cancel my reservation, I was told to contact Flight Hub directly.
I contacted Flight Hub and was told to phone the insurance provider Manulife to submit a claim and have my reservation amount refunded.
When I contacted Manulife, an agent informed me that the claim would more than likely be denied as I had previous knowledge of a cancer that was present. Although this was true, at the time of booking he was given the all clear to travel.
I telephoned back to Sunwing to request leniency within the perimeters of the cancellation policy as when I first contacted Sunwing it was just barely past the 48 hour deadline for cancellation without penalty. Coupling this with the unexpected tragedy a family are forced to endure.
Can no concessions be made for compassion?
Thank you,
Steve Garvin [protected]
[protected]@hotmail.com
Flight Hub Booking # [protected]
Sunwing Confirm. # [protected]

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    Sunwing Travel Groupdelay

    Flight WG620 June 28, 2018.delayed nearly 2 hours due to maintainance issues and appox. Another 2 hours due to a passenger who got by all your staff even though he was visibly my unwell.

    This is extremely disappointing and time consuming when we only have a 4 day vacation booked.

    Please advise what sunwing will be doing to compensate the passengers of this flight. There should be financial compensation here.

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      Sunwing Travel Groupnightmare vacation

      To Whom it may concern,

      I'm writing this email to express my deep frustrations with Royalton Cancun Resort and Spa. I'm currently on vacation this is now day 5 of stay and I had to write this email bc I'm highly upset. And disappointed with my stay. My mother and I arrived Tuesday June 6th'18 for my cousins wedding on Thursday June 7th. When we arranging the booking. We requested that we be near to the wedding party and that we have something that would be near to all the amenities and restaurants. When we arrived this was not the case again during checkin I requested this again as my mother is senior and needed. Wheelchair access when she was travelling with the airlines and throughout the airport. However when we initially checked the room we were given was so far. We called and changed rooms, however this was extremely inconvenient bc this was prior to my cousins rehearsal wedding dinner in which made us late for the dinner. To add to at the dinner that was served in marche the food we received was very cold it was salmon and it was very cold. Bc the food was cold and all the restaurants had been closed I ordered room service they never showed up so we went to bed hungry. They never came to clean our room we had to call down to get clean towels to bath. Only one night did someone come to turn down our beds. to say the least the list of things that continue was the room in which we were in smelled so bad as were advised by the supervisor Amber that it was because there a mangrove/ravine which made a bad odour which caused us not to be able to sit out on the balcony. On Friday night my mother went to use the toilet when she flushed it at the water started to rise as to almost to flood we called front desk no one came. I went to use the bathroom Saturday morning and it did the same thing I called ad finally someone came. At that time I requested to speak to the manger it was at this point we met the front desk manager Amber. She offered to change room we checked out the first room however the room smelled of mold and mildew the smell was very overwhelming to the point I could not breathe. We then moved rooms then again when we got to this room there was no clock, no ironing board, the phone was not working, the door was broken which caused the ac not to work and there was button missing to control the a/c. Maintenance happen to be walking in the hall and I asked them to come and fix the door and a/c we had called for the phone to be fixed and the iron board and in the true Royalton fashion no one came. Even times when we went by pool and order a drink they would take our order and wouldn't come back. Not to mention when we first had checked in we were so tired and we just wanted to relax and get something to eat. We had a gentleman approach us and tell us we had to talk to him regarding doing a presentation. As I'm ware this is to up-sell us and get us to purchase various clubs I made it very clear I was not interested or had ny desire. Not only did he call but he left a note on our door and waited for. Us the following day after breakfast. We decided to go I had to go back to my room to get my credit card then go over tot heir office as we were going he said it would only be 60 mins I told him would only give 60 mins. He walked us over for a lady to told us it was 90 mins presentation and then they did not have anyone to do the presentation which wasted our time. I finally had to be admit that we weren't going to do it. Over all this has been pretty much one of the most disappointing trips I have taken. I have trolled many places however this was so dissatisfactory. I came to this resort with high expectations and it has not lived up to it at all. Further more when anyone does something for you yet it be if you go for dinner or if they get you drink everyone expects that you give them a tip. If we are to tip every time all the money we bought would be given tipping. The resort looks fancy but its very poorly ran. The food is subpar at times very salty to sweet or just downright cold. We spent our money like everyone else here to enjoy our vacation and if your not staying on the diamond club they treat you like your money and your value has nothing. Royalton is very disappointing and I plan to post on every social media outlet my reviews and be sure to let it known it everyone social media and media outlets about my experience. I need something to be done to make up for this horrible experience.

      Not Satisfied Customer
      Teashia Adamson

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        Sunwing Travel Groupservices at royalton blue water resort

        Extremely disappointed in Royalton blue water resorts treatment. I choose Royalton because of my amazing experience at their Cancun location. However these resort are Not the same. This is Not the location for a wedding or large party. I had invited 14 friends for my birthday to this location and had everyone upgrade there room to Diamond spending close to $25, 000. Only for us not to be able to check in using the diamond club lounge. We then had a dinner reservation at 9pm at there Hunter steakhouse who refused to put two tables together to accommodate our party although we made reservations a Month in advance with our diamond club conceige manager Judienne. In which she couldn't rectify the problem and we waited 30 additional minutes in the hot lobby with 14ppl. Then the server was so unkind and they refused to make desserts as the restaurant was closing. This was my first night. The Hunter manager said we didn't have a reservation for 15ppl and said we could have the tables put together because we need two servers and separated the party with a family between our two tables. Worst experience ever. Follow that up with multiple guest requesting housekeeping without getting assistance for basics such as three towels, a full cleaned and stocked room. I asked for the general managers info which should be public and no one would says his name. I'm so disappointed that I writing the review from the resort.

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          Sunwing Travel Groupterrible over charge on cancellation!

          Ok, so it is in the Ts and Cs apparently when making a reservation, but it is dishonest and unethical toot out the EXTREME cancelation charge is bold point right up front. Why you don't is clearly to deceive people.

          We travel frequently and all over the world with travel companies, all inclusive, direct with hotels etc. NEVER have I had such an obscene cancelation charge. Its not justified at all,

          We booked almost a year in advance for the new hotel in Costa Rica via Sunwing Travel for a new hotel Planet Hollywood. A month later we decided to buy a new home and wanted to cancel our travel this year. Upon doing so we were charge $250 a person, total of $1000 against a full reservation cost of $2108...that is almost half and for a reservation that was almost a year away, April 2019. How do they justify this?

          Very disappointing and in my opinion unethical. They should consider doing the right thing and refunding this back OR change there reservation system to clearly state this in bold print vs having to click a link and scroll through pages of T & Cs to find this hidden cost. Sure a $50 or $100 charge in total for a reservation so far off is reasonable, but this is NOT. See attached invoice.

          terrible over charge on cancellation!

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            Sunwing Travel Groupuntruthful marketing

            Upon arrival to our destination of Cayo Santa Maria, Cuba we were shuttled over to our hotel. There was little explanation both on the bus or online when booking the hotel that the Hotel "Sanctuary at Grand Memories" was apart of a larger complex as it was marketed online as a sole hotel. When arriving at the hotel we were then shuttled to our room- we were placed on the ground floor, our "butler" quickly came in and showed us our room pointing out our empty bar and quickly exiting the room. Once left alone to inspect our room we noticed that the entire room was filled with mold from floor to ceiling and the air conditioner was broken. The sheets and pillows were molded as well leaving little to sleep on. The corner of the floor was littered with dead bugs and the washrooms were filled with hair on the sinks and shower. Both my boyfriend and I having severe allergies to mold ask both the lobby at the Sanctuary and the lobby at Grand Memories to change our room but we were denied until the next morning leaving us to sleep in a mold infested room. Being that the hotel was at a low capacity and less than 1/4 full there were ample rooms to change us to however no one at the hotel was helpful in doing so. There was little to no care or compensation for our room when we were finally moved the next morning after complaining once again. Due to a subtropical storm we were grounded in Cayo Santa Maria for two extra nights - sunwing was very unhelpful in explaining when we would be able to leave the country and most of the information was given to us by word of mouth through other guests. When finally arriving at the airport two days later the sunwing system completely shut down and we were left standing for another two hours with little to no response from the airlines as to what was going on. My boyfriend and I bought "VIP" access which we were unable to use due to the delay at the baggage check in. When finally checking in the flight was once again changed to an hour earlier leaving customers rushing through to board the plane. Once finally arriving home we both contracted food poisoning- which is enough to say that the food at the Sanctuary at Grand Memories was very poor. At the end of the day this is completely unacceptable. Sunwing should not be marketing hotels that are not up to the standards that they market online. It is understandable that due to the weather and recent events over the past year hotels have been in need of service and repair but it is not fair to be charging customers full freight and taking their hard earned money for an experience such as this. I will not ever fly with Sunwing again or recommend it to any of my friends or family- who travel frequently with Sunwing. Please take note that this will also be going up on trip advisor.

            untruthful marketing
            untruthful marketing
            untruthful marketing
            untruthful marketing
            untruthful marketing

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              Sunwing Travel Grouptravel back from cuba.

              The return trip back from Cuba was aweful.3delays before final takeoff.It was from Cayo Coco, so it should not have had anything to do with the crash between Havana and Holgein.I paid extra for 5 hours in the room rather than wait in the lobby all day and half the night.Initially we were to arrive in Toronto just after 2pm but eventually arrived just before 4 am.Very disappointed with Sunwing as I have used them several times.

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                Sunwing Travel Groupservice sold but not received

                I purchased an upgrade and paid the additional fee. I received the invoice but the details were not on it. just the higher cost. I called in and they said there is nothing I can do about it. I asked to cancel my vacation and I could only get a voucher even with the cancelation insurance I purchased - who would want to fly with them in the future if they scam you the first time.

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                  May 20, 2018

                  Sunwing Travel Group — sunwing premium plus package

                  Hello I paid 240$ for my husband and I to upgrade to premium plus package, but we were not given the...

                  Sunwing Travel Groupfalse publicity

                  In the last year I have flown with sunwing at least 4 times and have filled out documentation to get 50$ rebate and not once was I contacted or given the 50$rebate I would like to know why and if not respected then I will escalate my concern.. I have called sunwing left several messages and also sent an email not once was I contacted.

                  I'm extremely disturbed and would like to be contacted promptly [protected]

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                    Sunwing Travel Groupunauthorized charge to my credit card

                    Good Evening! I have been trying unsuccessfully to contact a customer service representative. I noticed an unauthorized charge from Sunwing and I would like this resolved immediately! I was in the country at the time, so there is no reason I would require anything from Sunwing. I have already spoken to my credit card company and I am waiting to hear from you before I proceed further.

                    Sincerely,

                    Lorna Dillon.

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                      • Complainant20091 May 22, 2018
                        This comment was posted by
                        a verified customer
                        Verified customer

                        Where is any receipt ?
                        Nobody believes in the words of the angry user.

                        0 Votes
                      • Lo
                        Lorna Dillon May 24, 2018
                        This comment was posted by
                        a verified customer
                        Verified customer

                        :)) I will only submit a receipt to the company. I have not used this forum before and I am not angry in the least.

                        0 Votes

                      Sunwing Travel Groupvoucher, my refund

                      Hello, in august 2017 I bought a package holiday and decided to use it later. They gave me $835 voucher and told me to pay for my next trip. Then they would return my money. (said a sunwing customer service representative) it has been more than 8 weeks since I paid for my holiday, I already came back from the trip and I still was not refunded by sunwing collections. When will I have my money back?

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                        Sunwing Travel Groupreply from sunwing representatives

                        Wow! What a poor response we got to our complaint!!!
                        We did get a phone call from Sunwing on Saturday May 5th in the evening at 9:45 P.M. Atlantic Time. My husband took the call and the representative told him he was calling to discuss a refund in response to our complaint. He couldn't make our his name but my husband explained our discomfort and disappointment with our return trip from Dominican Republic and after some further shared details he said he was going to phone his supervisor. He then proceeded to tell the supervisor that he had someone on the phone that was complaining and whining about his experience with Sunwing all the while my husband could hear the entire conversation. He also told his supervisor that he was discussing a refund but she was not too happy about that. She asked him if they (we) were offered anything at the time and he said lots of stuff. (We actually received a measly $15. food voucher each). He said he offered a refund of the return trip and she said you shouldn't have done that!! They both then came back to my husband who informed them he could hear their entire conversation. She proceeded to offer food stamps and a restaurant certificate for a restaurant chain in Toronto, we live in Eastern Canada 24 hours away from Toronto. The supervisor's name was Simonne and she got upset when my husband questioned the form of compensation. He told her if she was to do anything send us the refund of flight by mail as there was no way we were giving our credit card number to heron the phone. She said the reason for the delay of flight was due to severe flying weather conditions but that was not so, the weather on that day was fine. When my husband argued this fact the gentleman actually told my husband to shut up at which time it was time to end the call. My husband told them that we have been taking trips for 40 years and we don't need their charity, their food stamps, or anything else and we will never use their airline again!!!
                        We made this complaint so that they can hopefully offer better service going forward. What a disappointment!!!

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                          Sunwing Travel GroupI am complaining about lost baggage.

                          We booked a vacation package to Maya Riviera, with Sunwing Travel Group through our agent. We left on Apr 19 from Pearson Airport Flight WG 513. When we booked in at the counter we watched the ticket agent put the location tag and the Elite Plus tag on both of our suit cases. They then put both on the conveyor belt and off they went. When we arrived in Cancun, we only received one of our luggage. We put in a Lost Luggage Report (#pir045575). When arrived at the hotel, I spoke to the Sunwing agent. I was advised that this happens often and the missing case usually arrives within a day or two. I went back to the SunWing office on a daily basis. Again promises that Toronto office would be contacted and bag located, then sent to Cancun. Nothing happen. We were told the number on the Lost Report (W6cunw610931) can only be used if the case is located. We had to go into to Playa de Carmen and purchase the items we were missing. We did receive a daily compensation to cover our lost items. One female Sunwing rep at the hotel was very helpful with the compensation, actually feeling bad about our situation. The case never arrived at the hotel. We left April 26(WG514). At the Cancun Airport we inquired at the Sunwing check in counter about a Lost&Found area for luggage. We were told there was one by the agent but his supervisor said there was no such area. When we arrived in Toronto, I spoke to a Sunwing agent in the pick-up luggage area. She was very helpful. She took us to the domestic flight area where there was some lost luggage. Our luggage was not there. A manager for the courier service was walking by. She spoke to him. He stated that he remembered a suitcase was delivered that day to our home. We called our neighbour and she confirmed that our suitcase had been delivered. When we got home, the suitcase was there, minus the lock. A check of the case reveled that someone had searched the case and opened some bags. (make-up, etc). There was nothing missing. We checked our phone calls. Sunwing and the Courier had called 5 times during the week. Our info was on a tag attached to the suitcase. The suitcase still had the initial Sunwing Tag with date and location of our trip as well as the luggage control bar code. The case should have been forwarded to the Hotel on the next available flight. We have talked to other people who have used Sunwing. One couple said that they never lock their suitcases because they are often broken into. Others have said they have had their suitcases broken into with expenses items taken. We have used several different Airlines and have never had a problem with our luggage. This was the first time that we travelled with Sunwing, also the last time. It appears the Cancun office never contacted Toronto about our luggage. No body cares. It appears there must be an area where the baggage handlers can remove the luggage from the conveyor belt and have some privacy to break the locks, search the cases and then dump the cases in the domestic flight area, to be found days later. It just happens too often. It is still Sunwing's responsibility as they take custody of the luggage and must ensured they arrive at the proper destination. We have changed our next vacation location in Costa Rica as it involves Sunwing. We will be looking at other locations serviced by other airlines. Complaint #1-Why wasn't our luggage forwarded to our hotel when located? Complaint #2- Sunwing personnel need to be better informed about lost luggage procedures. Complaint#3-Security at the airport, ( baggage handlers, etc) needs to be upgraded (more cameras, policing). We pay more than enough airport taxes to cover the upgrades. Protect our property. As I mentioned, we were compensated for the items we had to purchase. We are not looking for any other compensation or any further travel vouchers. Sunwing needs to be more concern about their customers and property. We are sharing our experience with others to give them the heads up about Sunwing.

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                            • Complainant20091 May 08, 2018
                              This comment was posted by
                              a verified customer
                              Verified customer

                              There is NO information about the paid service:
                              - flight number
                              - date/time of flight
                              * booking / ticket number / boarding pass (can be attached as image)
                              * name of passenger (can be attached as image of the bag tag)
                              --
                              All references to the undefined third parties are gossips on air carrier.
                              So, too many words in the form of fairytale are wrtitten.
                              I am not associated with this air carrier .
                              --
                              So sorry, regards,
                              aryan(at)vivaldi.net

                              0 Votes

                            Sunwingriu montego bay jamaica

                            I have recently booked a vacation to the Riu Montego Bay for mid may as it was recommended by the travel agency Sell off Vacations that I purchase this Sunwing vacation.
                            Currently Jamaica is under a state of emergency and we did not want to go to Jamaica for this reason. The travel agent told us Jamaica is safer then ever with the increased military presence. She talked us into the 4.5 star Riu Montego Bay telling us it's amazing, safe, close to safe shopping areas and exactly how it appears in the pictures she showed us in the Sunwing book and website.
                            After booking I have been doing alot of research on the Riu Montego Bay and we are very nervous and feel we have been taken advantage of and are about to go to tropical Hell. I've been informed by recent vacationers that the Riu Montego Bay is very outdated, mold in rooms, roaches, room safes broken into regularly, ala cart restaurants are not good, 250US Hotel credit that is offered if you stay 7 nights or more is not true, alcohol is very cheap and coffee is terrible. Beach is unkept, small and very weedy. Hotel Staff is rude, drugs offered multiple times daily, male workerss calling out to woman tourists.
                            So we have turned our trip into holiday review for other Canadian tourists, we plan to investigate the issues and document everything so we can to provide a honest review of the Riu Montego Bay offered by Sunwing Vacations and will be posting our experience Via internet and locally to provide other Canadians with an honest review so they do not have horrible vacation experiences as rumored in the reviews across the internet.

                            Thank you, Greg Watson

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                              Sunwing Travel Groupbaggage

                              Hello,

                              I am writing this note to you as I would like to express my thoughts about Sunwing and how I was affected by a disaster due to poor communication on Sunwing's part.

                              I really don't know where else to go to voice my opinion about this, but I know that I will not give up until I am compensated in some way.
                              Below is my story and I hope that you understand the issues and agony this has caused myself and my girlfriend.

                              I would really appreciate it if someone would get back to me about this and explain how this will be handled and taken care of.
                              My full contact details are below, I have already started conversations with Pat Foran as well as Sean O'Shea and I am prepared to meet with them for next steps.

                              Please read my story…

                              I was on a direct return flight from Los Cabos, Mexico to Toronto, Canada on April 15th, 2018 Flight #WG208. The flight was delayed by approx. 4 hours due to inclement weather in Toronto.

                              We when arrived in Toronto (YYZ) we were unable to locate our baggage for another 2 hours. There was no information provided by the airline or any other airport staff about the delay in locating our luggage.
                              We then had to spend an additional hour speaking with other individuals that were in the same situation to find the best possible way to locate our luggage.

                              We finally determined that the only option was to complete a form and wait in an extremely long line. (not truly knowing if this was the only option, due to the lack of communication provided).
                              We then proceeded to wait in the line for an additional hour and 30 mins simply to hand over this document to the airport representative and not receive any detailed further instructions or update/information.
                              However, the gentleman mentioned that it was the airlines fault and that they will be couriering our luggage to our home in less than 4 days.

                              As you can imagine, I have several concerns around this entire situation. Firstly, the lack of communication is unexplainable - my girlfriend and I decided to choose Sunwing as our preferred airline of choice over many other options, only to be let down.
                              Secondly, from a security perspective when we were waiting in line, there were at least 100 random suitcases left unattended in between all the baggage carousels. I have been traveling for a very long time and I have always been told to never leave your luggage unattended.
                              This made me feel very uneasy about the entire process and the way Sunwing had decided to handle the situation, mainly thinking if my luggage will be left unattended around several individuals like these bags were.
                              Thirdly, my close friend, his wife and his new born child was traveling with us and was in the same predicament. Although, they checked their car seat for their child on the plane, only to not find it when they landed.
                              The part of this that literally blew my mind was when an airline rep told them to "just take one that you see here and be on your way." This clearly was a shock to me in so many ways!

                              Moreover, I was scheduled to work the very next day. I had no luggage or no access to any of my belongings whatsoever and no update or direction as to how I can redeem my baggage.

                              While in Mexico, I was attending an upscale wedding and was forced to pack a lot of my expensive clothing as well as all my other important day to day belongings, personal items and sleeping aids.
                              Therefore, leaving me with pretty much nothing for the last 4 days. I have not been able to sleep nor focus at work as I have no idea where my luggage is and if I will ever see my belongings again.

                              I also had to take time off work to buy new clothing and other items for me to attempt to continue my regular routine. The stress this has caused my girlfriend and I is insurmountable and incredibly inexcusable!
                              I have already taking my thoughts and opinions to all my social media outlets and I am prepared to go to CBC News as well as CTV News station to voice my opinion and tell my story to the public.

                              All I would like is some information/direction as to how I can redeem my luggage and compensation for the time, money, lost wages, and unnecessary stress this has created for my girlfriend and me.

                              Please contact me directly with a resolution before end of day Thursday, April 19th, 2018 to rectify this situation. I can be reached at the number and email address below.
                              From a customer retention perspective, I strongly advise you to contact me ASAP as this situation has gotten worse by the day due to the lack of importance placed on it.

                              Regards,

                              Jamie Jaipargas & Amanda Huntington
                              [protected]@yahoo.ca
                              jamie.[protected]@keter.com
                              905.920.8883

                              From: Sean O'Shea
                              Sent: Wednesday, April 25, 2018 3:01 PM
                              To: Jamie Jaipargas
                              Subject: RE: Sunwing Disaster

                              Jamie: Sorry for the delay. So many stories.
                              Did Pat ever get back to you?


                              From: Jamie Jaipargas
                              Sent: Friday, April 20, 2018 9:09 AM
                              To: Sean O'Shea
                              Subject: FW: Sunwing Disaster

                              Hi Sean,

                              Hope this email finds you well.

                              Please see below for another email about my Sunwing experience. I have engaged Pat Foran and have also reached out to several other media sources.
                              I wanted to share my story with Global News as well as the entire public. This is unreal Sean!

                              Thank you for directing me to your twitter feed for more info about baggage claims - very helpful!

                              If there is anything else I should be doing, please let me now - If you would like me to write up a story I would love to.

                              Thanks again and I hope you have a great weekend.

                              Kind Regards,

                              Jamie Jaipargas.

                              From: Foran, Patrick
                              Sent: Thursday, April 19, 2018 12:46 PM
                              To: Jamie Jaipargas
                              Subject: RE: Sunwing Disaster

                              Thanks Jamie. Good luck. Feel free to keep me posted.

                              Pat Foran

                              From: Jamie Jaipargas [mailto:Jamie.[protected]@keter.com]
                              Sent: Thursday, April 19, 2018 12:45 PM
                              To: Foran, Patrick
                              Subject: RE: Sunwing Disaster

                              Hello Pat,

                              Thank you very much for the email. I know the ice storm did play a huge part in this situation. Apparently, 120 contracted employees had called in sick that day.

                              My concerns have now escalated - I spoke with a few Sunwing representatives yesterday and they mentioned to me that they cannot locate my luggage now.
                              They are now unsure if the luggage is still in Mexico or if it arrived here in Toronto. I am truly getting the "run around" from them and have absolutely no clue what my next steps are.

                              Also, the other update they communicated to me is that it may take 30-60 days to know exactly what is happening with the luggage.
                              I have a group of 30 individuals that were traveling with myself for a wedding and they are all getting different responses from Sunwing.

                              I will continue to keep you posted with any types of updates I get but please let me know if there is anything else you think I should be doing…?

                              Best Regards,

                              Jamie Jaipargas.
                              905.920.8883

                              From: Foran, Patrick
                              Sent: Thursday, April 19, 2018 11:29 AM
                              To: Jamie Jaipargas
                              Subject: RE: Sunwing Disaster

                              Hello Jamie,

                              That's unfortunate. We have had many complaints regarding travel in the past few days because of the ice storm.

                              Feel free to keep me posted and thanks for watching.

                              Pat Foran

                              From: Jamie Jaipargas [mailto:Jamie.[protected]@keter.com]
                              Sent: Thursday, April 19, 2018 8:20 AM
                              To: Foran, Patrick
                              Subject: Sunwing Disaster

                              Hello Pat,

                              I wanted to reach out and share my story with you as well as the public. I have been watching your segment for years and years now and I love it!
                              I have been going through this disaster for a week now and have not gotten anywhere, my entire flight was affected by this as well.

                              Please see below and tell me if there is anything else I can do…thanx in advance!

                              I was on a direct return flight from Los Cabos, Mexico to Toronto, Canada on April 15th, 2018 Flight #WG208. The flight was delayed by approx. 4 hours due to inclement weather in Toronto.

                              We when arrived in Toronto (YYZ) we were unable to locate our baggage for another 2 hours. There was no information provided by the airline or any other airport staff about the delay in locating our luggage.
                              We then had to spend an additional hour speaking with other individuals that were in the same situation to find the best possible way to locate our luggage.

                              We finally determined that the only option was to complete a form and wait in an extremely long line. (not truly knowing if this was the only option, due to the lack of communication provided).
                              We then proceeded to wait in the line for an additional hour and 30 mins simply to hand over this document to the airport representative and not receive any detailed further instructions or update/information.
                              However, the gentleman mentioned that it was the airlines fault and that they will be couriering our luggage to our home in less than 4 days.

                              As you can imagine, I have several concerns around this entire situation. Firstly, the lack of communication is unexplainable - my girlfriend and I decided to choose Sunwing as our preferred airline of choice over many other options, only to be let down.
                              Secondly, from a security perspective when we were waiting in line, there were at least 100 random suitcases left unattended in between all the baggage carousels. I have been traveling for a very long time and I have always been told to never leave your luggage unattended.
                              This made me feel very uneasy about the entire process and the way Sunwing had decided to handle the situation, mainly thinking if my luggage will be left unattended around several individuals like these bags were.
                              Thirdly, my close friend, his wife and his new born child was traveling with us and was in the same predicament. Although, they checked their car seat for their child on the plane, only to not find it when they landed.
                              The part of this that literally blew my mind was when an airline rep told them to "just take one that you see here and be on your way." This clearly was a shock to me in so many ways!

                              Moreover, I was scheduled to work the very next day. I had no luggage or no access to any of my belongings whatsoever and no update or direction as to how I can redeem my baggage.

                              While in Mexico, I was attending an upscale wedding and was forced to pack a lot of my expensive clothing as well as all my other important day to day belongings, personal items and sleeping aids.
                              Therefore, leaving me with pretty much nothing for the last 4 days. I have not been able to sleep nor focus at work as I have no idea where my luggage is and if I will ever see my belongings again.

                              I also had to take time off work to buy new clothing and other items for me to attempt to continue my regular routine. The stress this has caused my girlfriend and I is insurmountable and incredibly inexcusable!
                              I have already taking my thoughts and opinions to all my social media outlets and I am prepared to go to CBC News as well as CTV News station to voice my opinion and tell my story to the public.

                              All I would like is some information/direction as to how I can redeem my luggage and compensation for the time, money, lost wages, and unnecessary stress this has created for my girlfriend and me.

                              Please contact me directly with a resolution before end of day Thursday, April 19th, 2018 to rectify this situation. I can be reached at the number and email address below.
                              From a customer retention perspective, I strongly advise you to contact me ASAP as this situation has gotten worse by the day due to the lack of importance placed on it.

                              Regards,

                              Jamie Jaipargas & Amanda Huntington
                              [protected]@yahoo.ca
                              jamie.[protected]@keter.com
                              905.920.8883

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                                Sunwing Travel Groupriu club negril

                                To whom it may concern,

                                I cannot believe the treatment my husband and I plus the other guest received on our trip. The first day was very nice, the rest of our trip was a total nightmare. Monday morning my husband and I were out of our room by 7am to go for breakfast and then to the beach. We returned to our room at 2:30 pm to find the room not cleaned as of yet. We put a do not disturb sign on our door at that time as we wanted to have a nap before the beach party that night so we could enjoy ourselves. We were in the room for 2 hrs and then went down to the desk to let them know that our room was not cleaned and asked if it could be done. The gentleman at the desk asked if we had the do not disturb sign on our door and I stated yes but only for 2hrs. I said we were out of our room for 7 1/2 hrs. He said no problem he will get it done. We went back to our room to get ready for dinner around 5pm the room was still not done. Before we went for dinner we stopped at the front desk again and stated the room still wasn't cleaned. He said he would take care of it. We went to the beach party and the entertainment staff were very rude and disrespectful to everyone. They had a beach bombfire Monday night and people were sitting around listening to the band. The singer came out and all hell broke loose. He first started to get people up but then it turned really fast. He told all of us that we were not allowed to sit this is a beach party. He then said all you lazy people do all day is lie on the beach and drink. He did this aggressively and not jokingly at all. He then called all of us bombo clots and if we were not going to stand we were to leave that we are not invited to stay. My husband jumped up and said let's go we don't need to put up with this crap. I said no we are staying they can't make us leave. I was standing my ground like other guest were. People started to look around to see what others were doing. He got the staff to go around and intimidate people to get up. They took the lounge chairs away and told people they had to stand or leave. We were not welcome to stay. Family's with kids left immediately and also a lot of couples. Staff came over to us and said we had to get up and that's when I said no. We are on vacation and my husband and I have medical issues so I am not getting up. The staff realized that we were upset and walked away. The people that were standing in front of the stage start getting insulted by the singer telling them this is a beach party take your damm shoes off. He then proceeded to insult people's countries. There was an older gentleman with a cane that went to sit down on one of the lounge chairs and a staff member told him he couldn't sit. So the gentleman left. That's when we left I could not believe what we were experiencing. They intimidated us, put fear in us, bullied, harassed and embarrassed everyone. The only thing they didn't do was physically touch us.
                                We went back to our room around 9-9:30pm to find the cleaning staff cleaning our room. We went back down stairs and waited for them to finish. We called our daughter because we were very upset. We told her what happened and stated we want to either go home or change hotels that we did not feel safe there. She called sunwing on our behalf and told us sunwing Canada said to speak to the reps in the morning. We spoke to them told them what happened and that we want to leave or be brought to another resort we don't feel safe here. They took down what had occurred the night before and said they have to speak to the manager and they will get back to us. The manager left us a note in our door on 04/24/2018 @ 6:23pm. We had already left for dinner so when we got back to our room it was to late to see him so I went first thing in the morning. He asked what had happened and I told him. But we were interrupted several times do to staff walking in. ( not very professional) I believe staff wanted to see what was going on as far as I am concerned. He told me he had to do some investigation and would get back to us. He called for us again and stated that the Jamaican culture they are very aggressive and the language that was being said was the singer singing. I looked at him and laughed. I told him I am a 50 year old women and that there was no singing at that time because all he was doing was insulting everyone. I also stated I have lots of Jamaican friend and they don't talk or act like that. Right there I new nothing was going to be done for us.
                                Tuesday one of the pools were closed for a day an a half. Then the bar pool was drained do to some problem but then refilled. The 3rd pool had algae all over the walls which was then cleaned. I ended up in hives due to this.
                                You could not sit on the beach without being harassed or even walking on the path by the beach. They were yelling out to people in the resort. This went on for 3days. The resort end up putting more security out and there were police as well. We and others had to walk around other ways so we wouldn't be bothered by these people.
                                We went on a tour to dunns river falls and nine mile. It was a nice tour until we, all 8 people in total were dropped off in Montego Bay at a burger king so they could go get gas to get us back to our resorts. There was a couple that did not speak English just German so they were very upset and confused. They didn't know what was going on. We also felt that this was a security issue. When we returned around 9pm we went straight to our room to change and get something to eat. That's when we see another note in the door for us to go see the assistant general manager Adriano. It was late so we went to see him the following morning. It was his day off and a young lady laughed and said he wanted to do something for you but it's too late your leaving today and gave us a piece of paper for the complaint department. I had previously told Adriano that we were going on a tour Friday so he would know that we would not be there to go see him.
                                As far as we are concerned the manager was not going to help us either way and this was just his attempt to try to say he did try.
                                90% of the staff there didn't even want to be there as far as we are concerned. NO Smiles, no good morning no nothing.
                                We are devoted clients of Riu hotels, we have been to 4 different Riu hotels over the years celebrating different occasions because of the customer service, cleanness of the resorts, hospitality, friendliness of the staff and great food. This trip has put a very bad taste in our mouths and we still can't believe the treatment let alone the standards how far they have gone down hill. If the sign at the front of the resort didn't say Riu hotel, we honestly would have thought we were staying some where else.
                                We are a hardworking couple who had saved money over the past few years so we could go on a special trip for our 30th wedding anniversary and unfortunately this trip was a nightmare instead.
                                I am sure there will be others who will be contacting you with similar complaints.
                                I am hoping that Riu will make this right for us.
                                I look forward to hearing from you.

                                Yours truly very heart broken and disappointed clients

                                Barbara Belcastro
                                [protected]

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                                  • Complainant20091 May 22, 2018
                                    This comment was posted by
                                    a verified customer
                                    Verified customer

                                    Where is any trip ID which you wrote about - e-ticket / boardings pass / receipt ?

                                    0 Votes
                                  May 01, 2018

                                  Sunwing Travel Group — sunwing vacations

                                  My husband and I travelled to the Dominican Republic to celebrate our 20th Wedding Anniversary left on April...

                                  Sunwing Travel Groupunacceptable resort conditions and accommodations

                                  On April 13th, 2018 My husband and I along with 5 children flew with Sunwing from Toronto Pearson International Airport to Varadero, Cuba. I would like to state that we were very satisfied with the service on the flight. HOWEVER, the rest of the vacation was an unacceptable disaster!!

                                  Our all-inclusive package at ARENAS BLANCAS booked through Travel Expressions in Etobicoke was nothing as the it appeared on the resort website! They requested $150 extra per person as it was 4.5 star hotel!! This is the 4th vacation to Cuba and second visit to Varadero. Our "resort" if that is what it is classified to be was the least welcoming, disheartening atmosphere and a shear disappointment. The front lobby looked like an abandoned building. There was no life, no happy greetings just empty algae filled non-operating ponds with two tiny fish tanks that contained 10 fish each. Next was our deteriorating rooms. A bathroom whose door locked on its own so on the first day our 2 year shut the door and we could not open it for 20 min! The ceiling in the bathroom was falling down, the toilet seat was broken off, and the door to the adjoining room the knob was broken off so you couldn't open it! our balcony that was to be a view to the driveway was a left over ashtray! Fantastic for kids yes? The children's bed that was provided for us had a 1 foot gap in the side which we tried to block with a pillow, in turn, it fell through along with our 2 year old!!
                                  The hotel services were lack as well. 1 lobby bar which closed by 11;30..and 1 outside snack bar that closed before 10. The line ups as you can imagine where ridiculous! They advertised that they were a family resort with a kids club..really??? So the next morning when we all gathered in the cell of a lobby to meet with the Sunwing rep there was other family groups questioning the same..where is the activities for the kids? Oh yes this is where it mentioned that those services where available BUT AT THE RESORT NEXT DOOR! we were granted the use of the adjoining resorts services just not the buffet. How convenient is it to to drag 5 kids over to another resort daily??? We paid for the so called amenities at this resort. What a joke!!!
                                  Now, every year when we vacation we always, like most generous Canadians, take multiple luggages of goodies to donate to the local people. WE LOVE the Cuban people and have always respected their hospitality. So this complaint is by no means to disgrace the locals there. So my husband politely discussed with the Sunwing rep after the info meeting that we were not happy with the accommodations and requested to move to the resort next door. He informed us that they were overbooked but would see what he could do. So we all as a family stated that we would appreciate it and worse case try to make do.
                                  On April 14, My husband while walking in the shallow pool with the 16 month old cut open his foot as it was discovered that there was a broken metal rod sticking out of the tile. In a pool meant for kids to swim!! The Manager of the hotel stated there was nothing they could do as their medical services closed at 4 and this was 4:30. No offer of bandages or information where we could receive medical attention. So as a nurse, I did some make shift wrap on his foot out of kleenex we had brought caught a cab out front of the hotel and visited Clinicas Del Sol! Which was literally a 5 min drive or 15 min walk. AND NO STAFF COULD DIRECT US THERE??Unfortunately due to this injury he was advised to stay out of the water for a couple of days to allow time to start healing and avoid infection. We didn't pay for a beach vacation to sit on a patio!
                                  On April 15, was the icing on the cake! My 16 month old had the opportunity to bust open his face as the stone walkway used to walk from the resort to the lovely resort next door broke apart and he face planted shearing all the skin from his nose, cheek and under eye!! That afternoon we were kindly relocated to the resort next door
                                  However, the 4 days lost dealing with the stress, frustration, the personal injuries and loss of time and not using the amenities is completely unacceptable. This was not a vacation! Oh and I must not forget that they allowed the local stray dogs to swim freely in their pools!! Another good reason for my injured husband to stay out of the water!
                                  After notifying the travel agency and discussing the above with the Sunwing rep we all clearly feel that it is only fair to receive some compensation for damages and lost vacation time occurred 6 of 11 days is too many!!
                                  I expect to hear from you soon.
                                  Shawna Ronchin and Jozsef Suto
                                  Fight Number: WG626
                                  April 13th, 2018
                                  email contact: [protected]@hotmail.com

                                  unacceptable resort conditions and accommodations
                                  unacceptable resort conditions and accommodations
                                  unacceptable resort conditions and accommodations
                                  unacceptable resort conditions and accommodations
                                  unacceptable resort conditions and accommodations
                                  unacceptable resort conditions and accommodations
                                  unacceptable resort conditions and accommodations
                                  unacceptable resort conditions and accommodations
                                  unacceptable resort conditions and accommodations
                                  unacceptable resort conditions and accommodations
                                  unacceptable resort conditions and accommodations
                                  unacceptable resort conditions and accommodations

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                                    Sunwing Travel Groupcustomer service

                                    We arrived at Toronto Pearson Airport on Tuesday April 17th. Since we are from out of town we arrived extremely early and around 630 am we entered the Sunwing lineup. The flight board didn't even have our flight listed at that time. We were scheduled to fly at 10:15am, flight WG730. There were a few people in line saying our flights were delayed so I called Sunwing and was told our flight was delayed until 4:50pm. So we called over a representative as we were still in line and asked about the flight change. She asked our flight number and said no, flight WG730 was still on time. (it was the other flight that was cancelled) We proceeded to wait in line for 45 minutes. When we got to the desk we were told that indeed our flight was delayed until 4:50pm but here is a $15 voucher for food. Not sufficient for the almost 8 hour delay we were about to face.

                                    Our flight was delayed another 4 times that day and then until the next morning. What happened during this time is the reason for this complaint.

                                    * When the flight was delayed a second time we called requesting a hotel room as we are from out of town and there is nowhere to sleep in airport. There was 3 of us traveling. We were told we would each receive a $75 voucher towards another trip. The hotel would have been way cheaper but they wouldn't budge on that. We were told to keep the receipt and MAYBE we would be reimbursed.
                                    *I have now called and spoken to multiple agents and asked if we were even flying that day and to please be honest. We just didn't want to sit in the airport for any longer. Another growing concern is that the ONLY airline getting these crazy delays was SUNWING. Now imagine all the rumblings through the airport with all the passengers that have not even seen a Sunwing plane on the tarmac.
                                    * Now we are being told about the last few days and the people that were stuck on a plane for 6 hours, luggage being held etc. etc. As it has made news.
                                    *Back on the phone. I have now been hung up on and yelled at before finally getting to speak with supervisor Matthew ext.8244. He told us he had 100% confidence we would be flying at 7:20pm. Not even 10 mins after we hung up the phone the flight had been delayed YET AGAIN to the next morning. 6:15am.
                                    *We decide at this point to cancel our trips and try to get on another flight with another company and were told after we cancelled that we would not be refunded until 5-7 business days. Now we are extremely upset. So we decided to rebook as we are 3 professional business women that have specific time off.
                                    * After careful consideration 1 of our party decides to cancel entirely because she has kids and if we get delayed on the way back her kids would have nowhere to go. Then the other 2 of us get charged an extra $200 total because we now have a double occupancy. This is a joke right? Nope apparently this is protocol for people who have been lied too and left in the airport for almost 18 hours by the end of it.
                                    * I go to fight to release our luggage and they released the luggage from 3 days prior, not ours. So now back up to to departures desk to find our things.
                                    *We had to fight to get our luggage, we had to fight to get a hotel room. It was MIDNIGHT when we left for our room that we had to beg for.
                                    *We spent $65 on food that night at the hotel because we were given a $45 voucher for the airport that we learned the next day was for the hotel, but that wasn't what we were told until after we ordered and ate our breakfast in the airport. So there was another $55 on food and tip we spent.

                                    The next day we got on our flight at 10:15am and took off almost when we were supposed to but we made it and had a fantastic vacation. The Riu is always great to us. Now when I go find out when our transportation is leaving for the airport on the 24th, my hotel had no information for our flight. Had other sunwing info but not ours, so I went back and forth between Sunwing and the front desk for another hour until I received the correct information.

                                    I travel more than frequently and I have never EVER dealt with a more disorganized company. I work in the service industry and this will be used as an example of what NEVER to do.

                                    Resolutions I see fit for 2 of the 3 passengers that traveled

                                    $100 cash EACH for the raise in price for a double occupancy
                                    $55 cash for the voucher that never was able to be used due to misinformation
                                    Some form of monetary compensation EACH for the 18 hours in the airport
                                    $1000 voucher EACH towards another vacation

                                    original booking #[protected]
                                    second booking #[protected]

                                    Manager spoken to several times

                                    Matthew ext 8244

                                    Gillian Farrah & Anne Marie Vizner
                                    [protected]

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