Sunwing Travel Group
reviews and complaints

I just booked an $1800 trip for a single adult and admittedly was a little nervous. Its a lot of money and I've never traveled alone before. I had lots of papers in front of me as I had researched different resorts and dates. I booked through Itravel2000 and the agent on the phone was very helpful. It was only while she put me on hold to call Sunwing to select my seats, as I purchased the elite package for an extra $120, that I realized I had booked Saturday when I had intended to book the Sunday departure. It was literally less than 10 minutes from the start of the phone call and my giving my credit card number. I told the agent my mistake and asked if she could change it. She came back on the phone after speaking with the Sunnwing booking agent, and told me Sunwing said they would change but that would void the $50 cancellation policy I had also bought. Wow! I told her I thought that was pretty awful of them and not to worry about it. She said she would check again and tell them I was not happy with that offer. A few minutes later she came back and said they had agreed to change it but they would not adjust the difference in price. The difference was only $40, and again I am talking about all of this happening during the initial call - over a 10 minute period.
I declined the change on prinicipal. If Sunwing is willing to lose a loyal client (I have ALWAYS used Sunwing) for $40 then they don't deserve my business and I thing others should be aware of this attitude and inflexibility.
Even the big airlines allow you 24 hours to make a change without penalty. This was 10 minutes and during the initial call! I still can't believe it.

Apparent computer issues lead to a delay of 1 hour waiting in the check in line, which ultimately lead to the flight needing to be delayed by 1 hour and 5 minutes. We were given very little explanation of the situation, and lied too (after the initial 30 minutes of waiting, an employee said it would be another 10-15 minutes, when in reality they had no clue how the issue/solution was progressing, and it actually took another 30 minutes instead). Although they apologized, they did not offer any consolation (ex: voucher for food, as many other airlines do in the event of delays). This poor service is unacceptable.

Booking Number: [protected], [protected] (Linda Hachey & Peter Brown)

We are getting married in February 2018. I reached out to SUNWING as early as Oct/Nov 2016 for pricing and booked by the end of Nov 2016. Since this time, our departure locations have been cancelled, twice: Saint John flight cancelled on Apr. 24 2017 and Moncton flight cancelled on June 2, 2017. Both times, I had to suggest an alternative departure location and after June 2017, we had to move our departure location to Fredericton. Note, the whole time I kept with the same resort - Melia Cayo Coco.

After Hurricane Irma hit our resort in Melia Cayo Coco in September 2017, my group (21 people) had concerns (safety and health) and issues with continuing our trip to Melia Cayo Coco and our coordinator said it was "business as usual" and said our group were to pay the final balance by Oct. 20/17 as per our contract. We had no issues with paying the balance (which our group is paying $35, 000 to Sunwing) or the payment date but with the uncertainty of the resort being 100% operational when we get there (I read Sunwing's disclaimer stating the Sunwing is not responsible for the operations of a partnered resort). So, I asked/begged/pushed our Wedding coordinator to help me please my group by switching to another Melia resort in Varadero (same hotel chain - different location but still supporting the Cuban economy). My Wedding Coordinator and the Manager of this department has informed me that if we switch we will no longer have the promotions of the "old contract" and the good will gestures of $70 off our current trip + $100 future travel four our troubles/inconveniences, but we also do not qualify for the promotions that come with "new bookings". (Please contact me for emails that transpired between us). If I switch, Sunwing is no longer offering me: Price-Drop Guarantee, promised credits/future vouchers, wedding couple extras (elite plus and room for my dress), or group block seating. I feel targeted, punished, and stripped of why I choose Sunwing over the other air carrier's I have quotes from. In fact, I told my story to a friend of mine who had applied for a quote from Sunwing to bring a large group to the Melia Varadero resort (the new one I am asking to switch to) and she was offered "price-drop guarantee and group seat blocking".

I feel that I have been very patient with Sunwing and my group has stayed with me through all the changes; however, now I feel MISTREATED. I have travelled with Sunwing for the last 8-years on a yearly basis and I am brining 21 people with on this trip. I will decide this weekend whether or not I cancel my trip with Sunwing and go with a different carrier. :(

We had a vacation in riviera maya in dec 2016 name Suzanne Vandette and Réal Béland and this with a voulcher of 75.00$ Each passengers du to a long delay of the return fly that sunwing appologize .I have sended you this voulcher in march or april and still nothing about that can you verify please ?
thank you and regards
We have booked and other reservation with sunwing on october 2018 to make sure the voulcher is valid

This is my third all inclusive trip with sunwing. As the saying goes 3 strikes and your out.
I have flown previously a good few years back and those vacations were horrid. In return I received a $100 voucher that expires in one year which I am unable to go on a vacation that quickly. Therefore the 2 previous vouchers are unused.
This was not a nightmare vacation for the resort or the people there.
It started off that I went to the airport 5 hours earlier as I am a single mother and knew that my baby accessories are a bit much for me to handle with my baby and our luggage.
Normally when I fly with other airlines you can get some info or even 30 min prior check in before the 3 hours. Too my surprise being there so early. I think everyone that was on the flight came just as early. The line up was full. While the sunwing check in rep stood there waiting for the exact min to 3 hours prior check in time. Now when it came to actually taking the passengers. Each passenger took so long including myself. Very slow motion. While I'm putting in suitcases on the scale the representative beside me was helping another couple which this couple was actually with rhisbrep 30 min in now. Shebis putting their luggage all around me and I can barely move while holding my baby. I had to say excuse me 6 times as well as the sunwing rep that was checking me in said excuse me 2 times and she sucked her teeth. I was shocked.

Now I normally fly with my playpen and carseat that has accessory to clip on to become a stroller. I was told only one baby item was free and the next item would be $37. I also had to pay $37 for carry one which was over the limit which I can't remember at the top of my head but I think 11 pounds. I could not empty anything as it was filled with baby food and formula.
That's fine it's over weight there are policies. I will pay it.
Now for the 2 baby items. I was told to make an additional payment I did ask if there was something they can do speak to a manager as now I didn't calculate this extra expense and my travel agent didn't advise me that it was one or the other. The sunwing rep said I could speak to the manager. I looked over to a empty counter and saw him standing there. I walked over he did not even acknowledge me. Look up, make eye contact. He was just like yes! I explained the situation before I was even done. He said no it will be a $37 charge and speak to your travel agent.
Again I understand that maybe nothing could be done to help. I would have to pay for it. The way he made me feel like garbage and the tone and the way he spoke to me, made me feel below low. I didn't say nothing and just walked away with my baby in my arms. The flight left late I believe and hour late with all these people there early it still left late. And arrived 1 hour 30 min later then expected time.
By time I got to the hotel. Dinner was closed and I was unable to get milk for the baby.
I myself work in customer service and I can say with confidence sunwing customer service was a huge disappointment and I do plan to share my details on my social media as well as the baby forum I am part of.
Booking number [protected]
WG730 Sept 26 2017 5pm
WG731 Oct 3 2017 8:55pm
Iliane Parrales

A large amount of my guests complained that they have left several voicemails trying to book for my wedding with no call back! Some left voicemails and e-mails! The wedding specialist has assured me that she is checking her voicemails and replying to everyone, yet we are still getting complaints. I almost want to cancel my wedding with sunwing, this is extremely frustrating.

I booked a vacation package booking number [protected] on September 27th, 2017. I registered the claim on September 28th and received confirmation it would be 72 hours for approval. I received the email on October 4 th, saying I was declined. The price was 5, 950.00 and the new price was 5, 470.00. I called Sunwing and they said I had to call Expedia, Expedia told me to register with Sunwing since it was A Sunwing booking.
I am getting really tired of companies taking advantage of seniors.
Please help in us in this problem
The booking was Grand Sunset Princess
Room Category Junior Suite
January 28-February 11, 2018

Re: Sunwing vacation Toronto to Punta Cana from Sept 3rd to Sept 10th .
Booking # [protected]
Here below is the short version of our complaint and request for compensation:
Our flight was delayed from Toronto to Punta Cana by 9 hours. One day of vacation lost.
Hurricane Irma was in the area which closed the amenities and facilities at the resort for 17 hours. One day of vacation lost.
Our flight was delayed from Punta Cana to Toronto by 5 hours and due to the delay, we had to pay for extras at the airport. We lost another day.
We have a dog which needed to be boarded for another night due to the delay.
In conclusion, we lost approximately 3 days vacation and incurred extra expenses which we feel that Sunwing is libel for.
We are requesting $350 each for Mary Boyle and Michael Bellomo.

Re: Sunwing flight SG640... Sept.15, 2017

I tried to contact Sunwing on-line and by telephone numerous times in the days leading up to my trip... I was trying to arrange for extra luggage &/or Elite service... the FB page contiinualy crashed.. I assumed it was because
there would have been a large volume of enquiries due to the hurricane
situation and numerous cancellations being dealt with that week... I also tried unsuccessfully to get through via telephone but had no luck.. I also assumed for the same reason. So when I was checking in, I tried to up-grade but was told it could not be done on the day of the flight... I suggested that an exception to the rule could be made due to the hurricane situation.. I was refused and had to pay $78.00 for overweight luggage.. I am requesting that a refund be made due to the abnormal situation. I feel that I was being treated unfairly.. I have used Sunwing on many occasions in the last 20 years... Please reply.

Sandra foster
[protected]@hotmail.com

thanking you in advance.

hi ive been waiting for my refund its been three weeks and I'm not even getting a response back! I payed for a14 day vacation I never got ive already been told by sunwing id be receiving a refund. I want my money back please. my booking # [protected] and the lady who was suppose to deal with my complaints is Rachel and the complaint request # is 62702. its been almost two weeks since I heard anything from her. this is unexceptable!

Good morning.
My name is Malisa and I traveled with Sunwing to Cayo Coco Cuba on August 6th to 13th 2017. Reference # is [protected] and Invoice # is 215A10081. I have quite a few complaints but I will only mention a few. After booking our trip I tried contacting 2 different travel agents via email and via telephone a few times with some simple questions that I had and never once did I hear back from either of them or have a courteous call or email back to me. So factually, once they received our payments for the trip they were done with me. Completely unacceptable in itself.
However my main reason for writing is because myself and my co traveler were both specifically told by our Sunwing agent to download the Sunwing App once arriving to Cuba so we can speak and connect with our families back at home for free. Well I trusted and listened to my travel agent and did exactly as I was told, only to my horror to find out that this App does not work in Cuba. I spoke with the Sunwing agent at the resort the following morning and he kindly informed us that this app works all around the world except for Cuba and that we should have never been instructed to download the app by our agent back at home. I received a $98.83 surcharge on my bell mobility account. Once we were in Cuba and I was trying to download the app I receive a text from Bell mobility stating that I had gone over my data and they started charging me already. Having no idea how much I will owe, I immediately turned off my phone and went in panic mode. I was not even on vacation for 24 hours and I was extremely stressed out about all the money I would need to pay when I would get back home. To connect with my family I now needed to use the hotel phone and call home at 3 dollars a minute each time. Needless to say this was not a very relaxing vacation. To some this may not seem like a lot of money however I needed to save up several months in advance to go away and try and disconnect for several personal reasons. This took a lot of planning. I obviously expect to be compensated financially 100% for my bell mobility bill and leave the extra and rest to your discretion to determine what the stress was worth. I have traveled with sunwing before and have actually recommended sunwing to several friends and co workers. Waiting to see how I will proceed in the future.
Thank you for your understanding and hoping to hear back from you shortly.
Thank you
Malisa

Hello customer services at Sunwing,
My name is Hanler Perez Nieves, on Sept.5 I used your services to flight to Cuba Santa Clara, my bag never arrived with my that night, I did the report that night at the airport in Santa Clara about the bag missing and they say that in the next flight will be sent the bag, the next flight was the next day Sept.6 i call but no bag was sent after that the others fights that Sunwing had was to take people out of the Country because the alert of the hurricane Irma category 5, As you may imaging was 48 hr and nothing to where used etc. then the Hurricane was there, in top of that no electricity, water, food etc. for over 11 days no news of the bag and I was over uses the same clothes over and over, no places to get a new clothes or bodywash, or any personal items in the city or provincial zone everything was out of services or destroy, don't ask me how, because I don't either know how I was able to pass 15 days with the same underwear, pants, and shirt but I did after all the rest is history, many time and $$ to try to contact Sunwing to know about my bag, many time contact friends in Canada to help contact Sunwing to know about it etc.

On Sept. 20 I got a flight after a big push that a friend did for me on Varadero, I when to that other province and city to get that flight that I didn't want to lose pay for that drive that was in my opinion over charge but I did to made sure that I will get the flight to bring me back, and at the end my bag was in Person and return one day before I got home. I check the bag and I know that is not Sunwing fault but some item are missing like a white ladies leather shoes and couple of dress too.

For more that you can imagining how bad was this experiences with no bag, and in top no electrify and water and place to get some of this personal item, you can not be able to know until you are inside and live that that I was lived for 15 days, 15 days with nothing to take care of my body, like shave, tooth brush, underwear (some time no used it because was wet, ) socks the same shoes over and over, and the same pans some time no shirt in the day because the heat etc.

I hope that nobody pass for what I passed, and I hope that Sunwing learn for this very bad experiences. I think that will not be a prices to compensate this 15 days with nothing else than your self and clothes that I was wearing, but if I decide to flight with Sunwing again I will like a free trip to any destination that Sunwing private to there costumer, I think that is the minimum that Sunwing can do to repair this mistake.

To whom it may concern My name is Luisa Melo Booking#[protected] I booked and payed over the cost of a 7 day trip and lost a hole day of my trip with the delayed flight s, This was a 30th anniversary trip with my husband and I that work very hard for our money and other stress in our lives and this trip was the most stressful one I ever had, I do wish you look into this matter and get back to me ASAP

Hello my name Ronald Nemer booking#[protected].i was supposed to leave on sunday sept 17th to varadero at club Los delfines but because of hurricane Irma it got pushed to Wednesday sept 20 paid the difference of 50$ & im supposed to receive a 100$ voucher.I took a taxi, i arrived at airport at the sunwing counter that i receive a hotel transfer without giving the reason why.to the hotel club tropical ...this hotel i would never step foot, it's mold and roach infested hotel.if i was notified earlier i would changed destinaion.i haven't been On vacation for 2 years i just needed a vacation like everyone...now i lost my vacation.i cannot book another one until next summer .i know i will be refunded .im looking for some compensation for the loss of time and money (taxis about 100$ to go and come back)and a loss of my vacation...thank you

To whom it may concern,
I had a round trip ticket to varadero (booking number:[protected]). When I wanted to check in at the counter, Sep. 3rd at 4 am, Sunwing staff told me that I should have Cuba visa in advance, however, I'm having the multiple entry study permit of Canada (till 2020) and according to the following link (https://cuba.visacenter.ca/) I should have been able to get Cuba visa on arrival, and that's what I confirmed on the phone with the visa centre as well prior to buying my ticket from the travel agent. Here are the Pointspoints
1- Zhaleh M, from united tours travel agent had called the Sunwing in advance to buying the ticket and had explained my case to your company (Sunwing) and they advised her to consult the consulate, however, SURPRISINGLY, the Sunwing didn't inform her that they don't allow the passenger to check-in, REGARDLESS of what the embassy says, which is absolutely UNFAIR and CONTRADICTS with the reliability and reputation which Sunwing always claims
When I got a chance to talk to the embassy after the long weekend, they said that according to your documents you could be able to get the visa on the plane (on arrival), which Sunwing DEPRIVED me of the opportunity. I'm really unsatisfied with this.

2- At the time of check-in (Sep. 3rd at 3am), the Sunwing staff advised me to call the customer service as soon as they are open (at 9 am) so that they can help me. When I did so, they didn't take any action to help me at the time. They asked me to leave a voice message and write an email which I did both, however they didn't get back to me after a while which is really unacceptable, as Sunwing is responsible and should be accountable for the tickets and customer service at the APPROPRIATE time. MORE IMPORTANTLY, the staff on the customer service told me that the Sunwing will give you a vouture so that you can have another ticket which didn't happen!
In SUMMARY, the Sunwing staff at Pearson airport, the Sunwing Supervisor and customer service staff on the phone, all handover-ed the responsibility to the others without targeting the customer situation and SERVICE PROVIDING which is the main RESPONSIBILITY of customer service, specially when the main office is close.
3- As a conclusion to the above points,
3-1 Sunwing didn't provide the appropriate information, prior to buying the ticket to the travel agent (UNITED TOURS), at the airport as well as customer service on the phone. Specially, prior to buying the ticket, if Sunwing had told the travel consultant which we reject the passanger with such a condition, I would have never bought a tick and have never gone into a such frustrating situation.
3-2 With regards to the information on https://cuba.visacenter.ca as well as Cuba embassy, I could have gotten the visa on arrival, which Sunwing deprived me of the opportunity. I strongly have the feeling that Sunwing discriminated me due to my Iranian passport which is really unacceptable in Canada.
It was a very very disappointing experience with Sunwing and I would never recommend this airline to my colleagues in University of Toronto and I strongly demand a REFUND

My name is Bianca Delia Tutelea;
on the 3rd of august 2017 I booked a trip to Varadero, Cuba hotel Grand Memories for departure date 8th of september, returning 15 of september for me, my mom (82 yrs old) and my daughter to spent my birthday in this amazing place with the people I love!
I would like to know under which circumstances the management of Sunwing decided to fly us in on that friday (hurricane Irma was already grade 5) when all the other companies were bringing back their tourists from the Caribbean islands on thursday, the 7th of september, 2017!

we didn' t have a vacation!

We got home safe on my birthday, but personally, I had other plans for that day!
the people from Cuba, Grand Memories were great but you, Sunwing you flow us in, directly into the action, irresponsibly I find!

I would like some answers, please! take care of your clients, each and one of them with patience and respect!

Thank you for your time that you took to read this e-mail!

September 17/2017
Reference Booking Number:951603
Invoice number:3568909

To Whom it may Concern:

I am writing to express our extreme anger over the fact that as we were boarding the aircraft to go to Varadero Cuba, on September 5/2017 at 8:00 am on flight WG 676, you knew and did not disclose that hurricane Irma was imminent and going to be hitting Cuba. You put us in harm's way for your bottom dollar. Sunwing did not advise us of the impending danger to us nor did they offer us a choice of a different destination or a refund.
We paid $3190.00 for an All Inclusive trip. Did we get that no! More than half of our vacation was NOT INCLUSIVE; we lost many if not all of the amenities that we promised to us by Sunwing. We ended up with no power, no air conditioning, and no hot water and no varied of food to speak of for the rest of our stay. We ended up huddled together with every other person in the resort for and the staff for 16 hours in conditions that were less than desirable. Hot, muggy, humid and dark all clustered together praying that we would be ok.
Not one Sunwing representative showed up to provide any information on what was happening or how they were going to help us. Only to find out later that Sunwing had a flight leaving Varadero Cuba on Friday, Sept. 10. No one came to our resort to give us an option or any help to speak of at all. (http://www.msn.com/en-ca/travel/news/oakville-woman-says-sunwing-evacuation-flight-from-cuba-was-nearly-empty/ar-AArZEy5?li=AAggFp5Only to find out that the flight that left Varadero on Sept 10/2017) only had 33 seats filled and the rest empty, we suffered all though hurricane Irma, as well as our loved ones back in Canada, worried about our safety.
Thank God for the excellent staff at the Royalton Resort for their support of the travelers emotionally and for keeping us safe. Also, the staff providing us with water, juice, and sandwiches as the storm raged on. The Staff at the Royalton Resort supported all of us; I commend them for their dedication to helping every one of us feel like we had a chance to make it through the hurricane Irma. We are still having nightmares about our experience.
The majority of the vacation was not what we paid for, and we want a refund of our money. As we sat in the airport with many other people stuck in the same situation there advised that other companies such as Thomas Cook and Transat had already started the process of reimbursing their clients the full amount of their vacation.
We look forward to a quick and satisfying outcome to our complaint.

Thank you,
Thea Kilpatrick and Maria Cuartin

Dear Manager,
I am writing to inform you of the extremely disappointing service experienced by Sunwing.

On Sunday September 3rd, 2017 we had our Sunwing flight # 585 scheduled to depart from Vancouver at 8:00am. At this time of the morning, there no was public transport available, we had no choice but to take a cab ride costing us a hefty $100 instead of the $7 it would have cost us on the skytrain. When we got to the airport, there was a line of approximately 20-25 people. We waited patiently for 30 minutes ( 4:30 am- 5:00am) not because travelers were being attended to but because the Sunwing staff were having their cozy and relaxed staff morning meeting, right in front of the check in counters. No one from the team even acknowledged we were waiting or even had the courtesy to let us know why we were waiting or at the least apologize for the wait, they just continued on with their huddle.
Off course after patiently waiting we reach the check in counter only to be told the reason for their meeting was a new system was being implemented and again without any apologies for the wait. After handing in our ticket and passports the agent then tells us as if implying we knew “so you do know your flight has been delayed to 2:00pm?” he then adds and it might not actually be 2:00pm its looking likely at 2:30/2:45 but to compensate you we have a very small token of $15each to use for food.” At this point we did not know how much more we could tolerate. We woke up at 3:00am, incurred a $100 (out of pocket unexpected additional cost), and waited for the staff meeting for 30 minutes to be finished only to be casually told our flight was delayed by 7hours!

After speaking with the Manager in front regarding the delay he informed us that the plane was sent on a rescue mission to Florida and when we asked him how come we were not informed of the delay earlier he told us that he only just found out about the delay. However, the Manager was very untruthful about the time he found out about the delay, as coincidentally our neighbors happened to be on the same flight and other passengers as well at the airport who mentioned they had received a call on Saturday evening informing them of the flight delay till noon on Sunday. How come we were not informed about this delay whether it was a call or email or text you had all the information you needed? The Manager had no remorse/consolidation for our situation, did not even apologize and even had the nerve to lie to us that this situation had just come to light. It is unbelievable that Sunwing employees have the audacity to lie.
Offcourse we had no choice but to sit and wait at the airport for the 7 hours as Sunwing would not even offer to give us a ride home and back especially after this horrible experience. The least I expect from Sunwing is full my full cab reimbursement and to offer adequate training to staff on how to treat customers.

Thank you for your understanding.

Regards,
Qaisara

I have booked Sep 21, 2017 Cuba vacation package to Varadero #[protected]. But the hurricane happened early September made it impossible to go. I called Sunwing to cancel my package and refund me. They told me, flight is on schedule, resort is normally open. How could I believe them? The airport is under closed and flights are sending travelers back to home in Canada. In this case they still don't cancel my vacation and said no refund at all. I complain about the worst answer to me by non refund of my vacation packages, Sunwing is totally not care about their traveller. They still want to send me to a potential dangerous place instead of refund and cancel my vacation package.

Hello,

My booking number is [protected] (2 passengers), my travel was from September 1 to September 10th to Jamaica, Montego Bay at the Royalton White Sands Resort. I am very disappointed with my experience with the sunwing and nexus representatives and the overall procedure taken by sunwing when flights are cancelled. From the beginning of my vacation I experienced several problems with the sunwing check-in website and sunwing customer service.

#1 - I called sunwing customer service number numerous times prior to my trip as I wanted my vacation to be planned out with no problems. (ples check your telephone call records). I asked over 3 sunwing representatives if I don't prepay for a seat and pay 20$ if I would be able to get seats with my fiance. She reassured me that 4 hours prior to departure I would be able to check in online and select my seats for free and then check in at a later time since i would have already obtained by boarding passes. Therefore on the day of departure I planned my entire day around checking in online. Exactly 4 hours before departure I tried checking in online and I was unable to do so as there was an error on the seat selection page and I could not select continue to submit my check-in online. I called the customer service number and they said the server is down. I then called another sunwing customer service number and they said the site is Not down and that they cannot do anything about this and cannot select seats for me. We ended up having to sit apart. But...this was just ridiculous. The same website problem occurred when I tried to check-in for my return flight. I tried using different internet browsers, laptop, desktop computer, mobile, etc. Nothing worked. Another couple I met at Royalton had the exact same problem with the website. This is unfair because if passengers know they can check-in online and get their boarding passes they can then check-in later to the flight. I have never ever experienced this with any other airline websites & the customer service support was just awful. One representative said A and the other one said B - it was extremely frustrating. BUT definitely not the biggest problem on this vacation...as it gets WORSE.

#2 Several sunwing sales representative encouraged me to pre-book excursions on the sunwing website as it's cheaper and makes your vacation more smooth/planned. I booked 2 excursions, one for chukka horse back riding and another for ocho rios shopping and dun river falls. I called sunwing SEVERAL times to confirm that these excursions are currently offered and depart from my resort. The representatives reassured me that "yes, definitely it departs from your resort within your stay of 7 nights." On the first day of my trip at Royalton I spoke to a Nexus representative at Royalton White Sands named Jasset. The first thing she said was "sorry you will have to cancel your prepaid excursion (ocho rios shopping and dun river falls) as there are not enough people who booked this excursion and it will not occur during your 7 night stay." I then said okay - offer us another excursion EVEN if there is a small price difference I will pay it. Jasset said "no sorry we cannot do that. We can only send an email and request a refund which will take 6 weeks and if you want to book another excursion you will have to full pay in US dollars - cash." And all the excursions she offered were wayyyy more expensive than the prepaid excursions I booked online. (I wondered if this was the service I was given because nexus representatives are given commission if they book excursions in person but NOT for prepaid excursions) This is ridiculous for a 5 star hotel to do. But it does not stop - it gets worse. We cancelled our excursion and said okay to the 6 weeks refund of (160$). NOW 3 days before departing another sunwing representative at royalton white sands sees me in the lobby and says "are you the person who had to cancel their excursion to ocho rios shopping and dun river falls? - You can now go on Thursday before you leave on Friday as people at Royalton Blue Waters booked for it and are going on Thursday." I said "OH GREAT! Lets book it and cancel the pending refund." She then sent me to Jasset in the sunwing office at Royalton Blue Waters. Jasset quickly stated in a rush "sorry the refund cannot be cancelled as an email was already sent and you will have to pay in US dollars now for a more expensive price than you prepaid sunwing for the same excursion." This became OVERWHELMING. I began to tear and I told her how frustrating this is as Dun river falls was my #1 excitement in this vacation and it's my anniversary and how disappointed I am in this 5 star hotel service. She literally told me she cannot do anything about it and never followed up or even apologized. I then spoke to the manager at Royalton - Danielo (apparently he is the owner) on Wednesday and told him what was happening. He said he will get back to me about it and make sure our excursion is dealt with in a proper manner. He NEVER followed up and he was no where to be found before we returned to Toronto. The refund will take 6 weeks now. My excursion was cancelled. Definitely a frustrating situation. Horrible horrible customer service. How are you not able to cancel a refund request that was made literally 1 day before. I asked Jaseet to see the written refund policy she kept referring to - she never followed up. So that was the end of that - I missed my excursion and will probably never get to see what dun river falls again...

#3 The absolute worse than all...it couldn't get any worse. On the day of departure (Friday) after checking in we were told our flight is cancelled. Now...I understand that it's hurricane season and hurricane Irma is disturbing flights in and out of the Caribbean but wow the way sunwing dealt with these cancellations were absolutely horrible. Firstly, on the day of departure - Friday NO other airline were checking in passengers as it was already confirmed that the Montego bay airport was closed and no flights were departing. But yet sunwing was checking in passengers. I stood in line for several hours to check in and then passed the gate and bought dinner and right before departure only to be told that our flight was cancelled. There was no one to talk to but 2 representative (with over 160 passengers). Not to mention our flight was already delayed prior to boarding the bus at the hotel but no representive informed us of this even when asked. We stayed at the Riu montego bay that night. It was COMPLETELY a downgarde from the Royalton White Sands. I could not eat any of the food - it was disgusting. I found hair in my alfredo pasta. The only food available after checking into the resort that night was frozen hot dogs and frozen burgers to be heated up in the microwave (?) Firstly, I have stomach problems I definitely cannot eat that and thats why I chose Royalton becaause the quality of food is better. I did not eat the entire day at that Riu. At 12pm the next day we were told to check out or else we will have to pay for late check out...although our flight was cancelled and ONLY scheduled to come but not confirmed they demanded we check out at 12pm and wait till 5pm for the bus. We then waited for the bus until 5:30 and went to the airport went in the longggggg check in line and got new boarding passes. This time THEY DID NOT ALLOW US TO PASS THE GATE. We sat there for literally 6 hours waiting for the gate to be opened. Kids, grandmas, myself, my fiance, mothers, pregnant women, etc. all sat on the ground in the airport, in wheelchairs, and slept on the ground. It was caos, all food stores (not to mention there were only 2 available) closed...and there was limited to no food available. Sunwing provided small water bottles, no food - nothing. Out of being hungry and frustrated and tired and fatigued I puked, had the worst headache. The sunwing rep then said after 4 hours of waiitng on the ground to enter the gate that he promises we will get home tonight and that the flight is on it's way and will arrive shortly. The flight tracker showed the flight landed in dominican due to the storm and that the radar in jamacia was struck by lightening and was still not working. But yet sunwing kept us on the ground with no food promising the flight will come? No other airline in the entire airport did this. Only sunwing was open...the same sunwing rep said he would update us in 15min. He never came back until 2 hours and all he said was "flight is cancelled." We went to another Riu for the night - not to mention the bus driver was the rudest person on earth - yelling and screaming to all his passengers. On the next day sunday no one informed us that the bus will be departing at 9:45. no phone call, no email, nothing. We almost missed the bus. We arrived around 10:30am at the airport only to be sent into a line of 800 people yelling and screaming and only 2 sunwing representative to speak to! Everyone said different things - one nexus rep said dont check out your flight wont be coming. Another said I only tell u what the big guy says to say, etc. No arrangement of the lines were made - departure time of the flight said 1pm but it was 12pm and there were still 500-700 people infront of us in line...no delay notification was on the screen at the airport or anything... No other airline had their customers treated like animals. I felt disgusted about the service and procedure taken by sunwing during a hurricane interruption. A well known company like this should have a protocol they follow when something like this happens as its very common seen that there is a hurricane season every year in the Caribbean. How can you keep customers there for hours and hours and hours with no food no updates, etc. How can you keep telling your customers the flight will depart when they all know the radar in Jamaica was struck by lightening nd that the airport is closed and that other airlines are not checking in passengers. In a situation like this your customers should feel well protected and not have to think for a moment that you will put them on a plane that is not safe - considering the airport was closed and airlines weren't checking in and even Canada weren't sending people out to the Caribbean at this point...

I paid A LOT of money for this vacation and I really expected it to be more organized and more fair and more RELAXING as it is a 5 star resort and sunwing says they offer the best vacations and service. I believe I should definitely be offered a huge compensation or free vacation as right now I don't feel like I had a vacation. I feel hassled and tired to the extent I had to call in sick to work. This vacation was suppose to be relaxing. Not all of the above problems. I paid a lot for it. This is unfair and if sunwing does nothing about this I will definitely never travel again with them.

From,
Sarah