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17 November 2017 Guest
6 Guest : Funny most of these complaints are from Guests not willing to leave their names. FYI Sunwing is number one for a reason. For every 1 complaint there are 1000 happy customers. Think about it...
22 October 2017 Steve Martorino
In a nutshell Sunwing is a terrible airlines in an emergency situation. My story wa during hurricane Irma On a trip to Punta Cana with my family of 7 incl, my 16 month old grandson. Irma was supposed to hit PC wit full force. We waited to hear from sunwing but nothing happened. So I made many calls and nobody was answering. I left messages without a single call back. I contacted my brother in law in Winnipeg who spoke with sunwing and he was advised that sunwing would be in touch the next day. Next day nothing. I called and spoke to reps. Of sunwing at my resort, the Hard Rock and was told the rep would call me back. I waited and waited but nothing.I called repeatedly after that again with no calls back. My som and daughter in law were interviewed by phone and FaceTime on all the major Canadian networks with our plight and still no response. I sent an email to their media relations Dept. With no direct reply. By this time the storm came and went and fortunately we only received tropical storm without any serious damage. This day I finally receive a call from a sunwing rep in PC by name of Valeria saying she was workin on getting us a flight out the following day to which I replied “ what’s the point when the emergency has passed and the next few days are going to be beautiful.” I then proceeded to register my complaint again with sunwing by email. To which I received a reply 4 weeks later that they had sent planes to evacuate their flyers. I’d like to know who because I spoke with other sunwing customers who received no response or advice while in PC. My I suggest that you choose another airlines to vacation with. Air Transat, westjet and Air Canada did send evacuation planes and sunwing didn’t even have the courtesy to call me back after over 20 calls and subsequent emails to their customer service department. Also I sent a copy of the reply I got from sunwings “service” department to the president of Sunwing a Mark Williams, but not a peep back. It starts at the top folks. If they can’t even contact people in this kind of situation how would they respond in more dire ones? Don’t get stuck with sunwing as with this type of action they might go out of business and you might be stuck somewhere and having to find your way back at your expense. And in case it’s an emergency situation you’ll be left in the * . Heed my words. Take sunwing out of your contact list.
20 October 2017 Guest
Sunwing changed my return flight from Freeport at the last minute so that I couldn’t make my connecting flight home.Having to re-book my connecting flight cost my family $1200.Fom reading other reviews I’ve discovered this is a regular occurrence for this airline When I called customer service they offered me a heartfelt “sorry”as compensation.This airline sucks
18 October 2017 Guest
Word of advice....... Don't bother sending a letter of complaint to the owner of the company at their head office because it'll just come back to you in the mail with a " this company is no longer at this address, return to sender. Thank you!!!" THE ADDRESS IS CORRECT because they sent me a travel voucher via e-mail and the address is on the bottom portion of the voucher!!! Now that's soooooooo unclassy on their part. Now you realize what type of airline company you're dealing with! Go with all other airlines- AVOID this one- pay the extra money, service is better, you won't run into problems and have to chase them for your money!
06 October 2017 Guest
**********People need to stop flying with Sunwing and they will stop being in business. Something needs to be done! Go to media, social media and warn your friends and family. They need to be stopped!************
06 October 2017 Guest
First of all, I want to comment to "people not leaving their names", why should they? Why do you need our name? Not any of your business? Anyhow, this is how my 7 day vacation went.....Sunwing checked us in and flew us out to Punta Cana on the Monday, September 18, 2017 out of Toronto, when there was a "travel advisory issued" for hurricane Maria. I checked on their website the night prior to travel and everything was a go, the flight was "not" canceled. We proceeded to the airport, were checked in and left on our flight that morning. Why did Sunwing fly us out that morning when there was a warning? I think to make an easy buck, that's why! They knew what they were doing that day.....apparently "all other flights were canceled" that day until the 22nd to Punta Cana because of the advisory! We arrived in Punta Cana (Monday) afternoon and the following morning (Tuesday) we went down for our 10:00 a.m. meeting with our Sunwing Representative only to be told that we are scheduled for a "mandatory flight" back to Toronto on Wedenesday. What??? On Wednesday morning we will have to check out and wait at the hotel lobby for a 8:00 a.m. pick up by bus to airport. NO CHOICE, you had to leave! All travelers from other countries (U.S.A, Europe, etc) were still staying at the resort and the hotel was still accepting travelers that day well into late evening! They put us on "this mandatory flight" that almost went down at take off because we left with winds and rain that afternoon. That's what upsets me, I was forced on a flight, against my will and could have died!!! I have a family!! They use the excuse that it's a rescue flight and they want to keep us safe. The eye of the hurricane wasn't going to hit Punta Cana, it was only heavy rain... this was all pre-planned by the airline....... This is my major issue and other travelers as well, why did we leave that morning when they knew they could have prevented us from being in any sort of danger or in the hurricane's path? Now Sunwing will only compensate everyone (although we had one full day of a vacation) with $380.00 for each person- for the "unused days"of hotel stay, not on the flights because we used them up. Above all, they will not give us any compensation for our child. They should at least compensate us for the unused portion of hotel stay, not for 5 days but for 6 out of the 7 days (because we lost time out of our vacation by speaking to our Rep and making phone calls to Sunwing customer service and airports) along with ONE flight because the ONE FLIGHT WAS MANDATORY AND WITHOUT CHOICE- they're also claiming it was a "force majeure" or " act of God"- BUT THEY WERE AWARE of this hurricane all along. This is their way of screwing everyone out of their money! They put us on a flight and came to pick us back up along with "existing" travelers. Their "so-called" rescue flight was not only for us but also to pick up "existing" travelers as well. This was NO vacation if you factor in travel time and all the time we spent to and from airports! We should be compensated for our "full vacation back" to be right. But they won't.....If anyone was on the flight the day of September 18, 2017- we should all fight against this airline, this is their way of screwing us out of our hard earned money and we had "no" vacation to top it off! We should get all our trip back! They try to compensate us with "cheap travel vouchers" so you are forced to fly with them again! ****word of advice to anyone who reads this- avoid this airline**** it's not the first time I've heard of these horror stories about this airline!!!!! This is how they stay strong, ripping people off and using lame excuses so you can't be compensated properly. Force majeure, bird strike, mechanical issues, etc. "all" excuses and "all" ways of making money easily! No wonder they're strong. This was " easy money" to make- send out a plane full of people that morning and return them back a day later!t Now Sunwing acts like they care for the safety of their customers. ya right, they don't care about us!!! They only care about themselves and the money in their pockets, enough said.......
29 September 2017 Guest
Sunwing screwed our vacation! We were supposed to fly to Bahamas at 6:30 am when we got a call from them informing that there is a minor change in the booking. They said we will have to fly to Cuda first!!! To any of my questions why? They just answered in a very rude tone that when I was booking our vacation we agreed to their terms and conditions!!! I said ok and then the Sunwing rep tells me that there is a change in the flight time as well!!! Instead of flying at 6:30 am we were supposed to fly at 4:30 pm!!!!! This means we are loosing a whole day at the beach! They said they will give us $75.00 vouchers to use it against the ne t trip or for the excursions in the Bahamas! We found out later that those $75 vouchers have only $50 value! So we had to fly to Varadero, Cuba, go through customs again, kinds were tired, cranky, hungry! It's like we were Ubering through the Atlantic! Now our booking is changed again! We were auto fly back tomorrow September the 30 th at 10 am, but the booking was changed again. We will fly at 1:30 am!!!! We will Ben kicked out from our rooms at 11 am and we will have to spend the whole day with two kids in the sun without having a chance to shower or have a nap! To all our requests and questions we get very rude responses to pay 70 USD for the room or stay in the street!!! We are arrivyto Toronto at 4:30 am instead of 1:30 pm! We have nobody to pick us up from the airport and there is no Uber service from the airport! We will have to pay $100 to the taxi to get home! We also found out that this flight is also pitching! It will fly to Punta Cana, pick up some passengers and then fly to Bahamas to pick us up! They use the hurricane Irma and Maria as an excuse for their actions stating that they have to fly there to resque people!!!! Worst experience ever! We will never ever use Sunwing! We need our money back in cash not in vouchers! We will be mot flying either Sunwing any more! They can abandon you anywhere in the world without even bothering to explain why!!!!
22 September 2017 Guest
Seems like Sunwing is always delayed. My last three vacations with them included delays. when given my boarding pass I'm told is a short delay. When I get to the boarding gate, I find out it's changed to a longer delay. My last vacation was to leave at 4:20pm, but around noon on that day I rechecked it and it was delayed until 7:30 pm. I rechecked it at 4:00 pm and called Sunwing to see of there was a chance it would leave sooner. I was told no. I decided to head to the airport just in case it did. Good thing I did because in the mean time the change it to 6:20 pm. On my returning flight, the boarding pass agent said it was delayed an hour. When I got to the boarding gate, it was changed to just under two hours. All other flights were on time. When Sunwing finally came and we boarded, the flight attendant was a miserable * and was saying how she had a long day and wanted to get going. Isn't she suppose to be friendly? That was the last vacation I will ever book with them!
18 September 2017 Guest
Funny most of these complaints are from Guests not willing to leave their names. FYI Sunwing is number one for a reason. For every 1 complaint there are 1000 happy customers. Think about it...
17 September 2017 Alenka
To whom it may concern Hi there, thank you for getting back to me. I just want to let you know that we finally came back home this morning. Again this was the worst vacation ever. Every year at least twice a year we fly somewhere on holidays with sunwing. We are family of 4 and most of the time we go to Cuba in September. We never experienced anything like this before.we are not picky people who complain about anything but this was beyond any expectations. We book the holiday for the first time for 2 weeks thinking we would have a great time as usual.this time was different. I whish I booked just for 2 nights. I don't even know fr om where to start. We also brought another family to come and visit cuba and it was embarrassing what they saw that they wouldn't never go back. Colonial was rated 3 and half star but really this hotel doesn't deserve not even 1 star. There is no water at the resort which was the main reason for the health reason is not safe when you can't flush toilet wash your hands. ... How do they wash and clean anything touching toilets and then food. They were bringing buckets of water to flush. Discussing. Swimming pools at the colonial had algee all over the pools on the chairs in the swim up bars.i have never seen huge swimming pools with not even one person in it. I would let my 7 year old twins not even put their foot in it. I understand that it is low season in cuba in September but this resort should be closed completely health inspection should visit the resort. There is absolutely nothing. No ice anywhere at the resort is plus 40 degree and they have nothing to offer.. no coca cola no ice no rice no pasta no potato no fruits nothing. So we had to leave it was must we felt absolutely horrible like we were in Sahara without food or water. After waisted 2 full days at the colonial fr om 14 we were moved to tryp cayo coco thinking that it would be better. It definitely felt better when we went to a buffet we had something to eat.we we starving coming from colonial. But even then didn't last long . Again hotel is open only on one side other side is closed for renovation. We come to buffet to order food and sure enough there are cockroaches live all over the food. Around the grill around the toasters around the deserts everywhere. Beach at the tryp was no wh ere to be found it was washed out from the hurricane from last year apparently. Bar tenders at the beach were drunk every single day to the point that they were giving my kids rum and coco instead of just cola. And to make it even worse just thinking at least we had water at this resort we were wrong. One night we came to our room to take a shower to get ready for dinner water was shut down. We couldn't do anything we just went to the front desk to ask how long this would be and they told us that again some pipe broke and we won't have water until next day.magine sleeping in a room wh ere there is no running water again you can flush toilet .brush your teeth in the morning or do anything and when there is no water ac is not working. We stayed on the balcony to get some air most of the nigh and watching people jumping in the pools at 4 in the morning to cool of. Water came back next day how they said but by then it was too late. How did they washed dishes in the kitchen all the vegetables and food with no water. I can go on and on for all 12 days that we had left. I think our holiday was destroyed completely we should get our money back. This was never happened to us ve love cuba and people . 3 families were with us that this is not how sunwing should promote their holiday I really hope that you can do something for us because we definitely need a holiday after this
13 September 2017 Ex-SunWing customer
SunWing completely abandoned my family and I knowing we were in the direct path of a category 5 hurricane named Irma. Never risk your customers' lives and safety. Ethical decision making at it's worst. The below is my letter to SunWing. Hurricane Irma has proven to be a devastating storm. The wrath of the hurricane has claimed lives and left places inhabitable. In the midst of this crisis my family and I tried to reach out to you on countless occasions. We believed in your standards service and trusted your level of excellence. We believed a company of your magnitude would value the safety and well-being of your customers. But I regret to say we felt abandoned and we were worried for our safety. On September 1st 2017 my group (10 travelers) left Canada for Dominican Republic. On Tuesday September 5th 2017 Hurricane Irma was upgraded to category 5 and it was heading directly our way. Due to the dangers this hurricane imposed, both the local governments and the Canadian government have declared a state of emergency. If the power of the category 4 hurricane “Harvey” that hit Texas was any indication, this category 5 hurricane should prove to be even more destructive. Worried about the safety of my family, we collectively engaged the SunWing representatives on countless occasions at the hotel, as well as the SunWing offices in Dominican Republic. We asked about SunWing’s plan to ensure the safety of their customers and we were simply told “we do not have any information at this time”. We asked if we can have our flight rescheduled, we were simply told all flights were fully booked and there was nothing SunWing can do. The SunWing representative at the resort strongly recommended that we book our own flights with other airlines, because SunWing will reimburse us for this added cost. We spent the entire day reaching out to local and domestic SunWing reps. With zero communications coming from your company, we spent the entire day checking the SunWing website for status updates every hour. We created flight alerts to monitor changes in hope to receive some sort of communication from you. The hotel even issued a notice stating that the eye of the hurricane will be roughly 100km off the coast of Punta Cana when it touches down. We are genuinely taken back by the lack of communication by your company. So we reached out to a family member back home. After being on hold for more than an hour, our family member was finally able to get hold of a SunWing customer services representative in Canada. When asked about flights leaving Punta Cana, the representative informed her that the airport was closed due to the hurricane. That was not the truth. We cannot express the extent of our frustration, and we can never forget that feeling of helplessness. We were desperately trying to find a way home. Air Canada ended up sending two rescue planes to Punta Cana. With the help our families back home we booked the last minute tickets but the airline charged us an absolute premium to get our family back home safely. It costed us well over $10,000CAD. Since your company did not reach out to us about the flights and we had to make our own arrangements we thought at the least you’ll arrange transportation for us from the hotel to the airport. Again we called the SunWing office and the answer we received was “Your flight does not exist. We cannot arrange any transportation for you.” Our flight DOES exist! We were utterly and completely abandoned by SunWing. The cherry on top, when we first arrived in Punta Cana airport on September 1st we had to deal with the loss of luggage. Hours of what was supposed to be vacation time for me and my family were wasted at the airport finding SunWing representatives, lining up with other SunWing customers who had also lost their luggage, filling out extensive forms, and then finding our way to the hotel. I understand it is hard for you to imagine the discontent we feel as customers unless you were there with us. But I urge you to be sympathetic and look at our case with the utmost importance and urgency. It was an experience we can never forget. What was supposed to be a pleasant family vacation turned into a nightmare. Below you’ll find the names of the travelers, booking information, travel itinerary, expense and etc. We will eagerly wait for your response. Thank you!
24 August 2017 MILAM
As Sunwing newer responded to my complain and continue to send their clients to this "5 star" resort, I can only conclude that they only care about their profits. I'd like to hear from all those who stayed at this resort and went through the same experience. ----------------------------------------- --------------------------------------------------- Vacances Sunwing Montréal, Québec 7785 Côte-de-Liesse Ouest H4T 1G3 In reference to : Stay at “Rio Hato Playa Blanca from June 9th, 2017 to June 16th, 2017. To whom it may concern. This is a request for compensation for my invoice No.: 5637379 ,booking N.: 94061483 for a vacation in Panama at Riu Playa Blanca from 9. June 2017 to 16. June 2017. As already indicated in my report submitted to Sunwing’s agent at the above mentioned resort, I have been violently ill with acute gastroenteritis, beginning on the very first day of my stay at Riu Playa Blanca, after eating my first meal served at the resort restaurant. The restaurant was experiencing a major outbreak of food poisoning, most likely, due to salmonella contamination. Despite the fact that more than 90 % of the guests reported being sick at the time, the management of this “5 star” resort flatly denied any responsibility for the outbreak. They took no measures to protect other guests. To make matters even worse, on the first day of my stay, there was only a nurse available for medical assistance and she had already run out of appropriate medication. She told me to purchase a medication at the gift shop but these pills made me even more sick. Later I discovered that what they sold me were anti-acid pills. Finally, on the third day of my stay, a doctor sold me appropriate medication, which was effective and finally stopped my persistent vomiting. The rest of my stay I could only drink tea and eat boiled rice. After returning home, it took me another week to fully recover from this horrible experience. Over the years, I have booked many vacations with Sunwing, mostly at RIU resorts. I have enjoyed many stays at RIU Bachata and RIU Merenge in the Dominican Republic in particular. These resorts provided far superior services despite having lower star rating than RIU Playa Blanca in Panama. I am therefore shocked that, even after receiving numerous reports of serious food contamination at this resort, Sunwing does not take appropriate action to bring the facilities up to the expected health and safety standards. Or at the very least, inform clients that this resort does not maintain those standards. Based on the above, I expect Sunwing to compensate me with a full refund (or a voucher) for one week of free vacation trip to an equivalent RIU resort.
09 August 2017 Guest
Horrible service at sunwing in Toronto. No information on counter numbers. Our flight was delayed so we ended up waiting for counter numbers to be updated on the board. We waited for about an hour before we decided to go looking for the counters. After we check in, we make our way through the gates and we noticed that por seats weren't together. Our customer service rep never even told us our seats weren't together. We went back to change our seats together and she was very rude. She was arguing with us about why we didn't come earlier and how we couldn't know where the sunwing counter was and why we didn't inquire about it. She told us that she had about 30 seats left and she was insisting that none of them are together and that they are single seats spread throughout the plane. We asked to speak to a supervisor (his name is Dave) and he was horrible at customer service. He was yelling at us about why we didn't check in earlier. After s few minutes of this, he said "you know what? I saw you guys come in in the airport 2 hours ago. Why didn't you come check in?" Despite the unprofessional behaviour and personal intrusion, he proved our point. Why would we sit somewhere else for 2 hours instead of checking in if we knew where the counter was or if there was information on it? It was no longer about sitting together. We were left speechless by the rude behaviour and horrible attitude of sunwing employees!! How can this happen?
03 August 2017 Darlynne maxwell
MAD and I am not going to take it. I am a 67 yer old women . I was looking forward to a wonderful vacation Paid for seat with leg room cause I am 5'9" tall and my knees are crushed up against seat in front. I was told someone in Edmonton bought tha seat and they had no record of me buying it. The seat sat empty til Edmonton . I asked if I could sit there and they said no because of the rules . Sunwing got eighty dollers for that seat They told me my seat was in the middle of two people . My legs were numb and my knees hurt. Worst trip ever ! I have yet heard from anyone about compensation or an apology .
18 June 2017 Guest
MARK : WHAT DOES THE TK means It means technical stop. In sunwing cases it usually means stopping in toronto or hamilton for a crew change because they will have exceeded maximum fling hours for crew. The palnes are usually on their way back from the DR or Cuba or jamaica to Calgary , edmonton or vancouver. They do not let passengers off the aircraft, just change the crew, but it results in passengers being on the plane for up to 12 hrs sometime. AVOID IF AT ALL Possible!
14 June 2017 Guest
You should has contacted transport canada They would have investigated Guest : We flew with Sunwings to Cuba over Christmas. On the return flight to Edmonton Sunwings allowed a number of very drunk passengers to board. We were subjected to crude, offensive language and threats of physical violence from one of them, because we asked him to be quiet. (Wehad a late-night flight.) We asked to be moved, as there were spare seats, but were told that we would disturb sleeping passengers. Sunwings has a legal responsibility to ensure that flights are operated safely. If there had been an emergency, at least one of the passengers would have been unable to walk. Sunwings has refused to address our complaint and does not seem at all concerned by the safety issue. A horrible end to our holiday, spent waiting for the passengers behind us to cause further trouble. NEVER AGAIN!
08 June 2017 Guest
Hello everyone can somebody help me Does anybody know the name of the banking institution and branch location that Sunwing Airlines deals with I'm suing Sunwing and small claims court I have a default judgement against them but in order to collect any money I need the name of the bank and the branch location thank you
30 May 2017 richard
We booked a trip to the Bahamas leaving Saturday April 1st returning Saturday 8th. As we arrived to the airport around 4AM Saturday morning after a night at the hotel because we live 1 1/2 hour outside the city, we we're told that our plane had a delay. Not just a small delay, no a 15hr delay!!. The service agent gave us a voucher for a room at a hotel. Then when we arrived again Saturday evening around 6PM to check-in we asked if the plane was going to be on time and the service agent said yes. While waiting in the terminal area we noticed around 730pm that there was lots of commotion going on at the sun wing desk, so we decided to ask what was going on..... Again they told us another delay till approx 1240am!!! we finely got on the plane and arrived at the hotel around 5am Sunday morning, 1 day later then we supposed to arrive.On our way back Saturday April 8th again our return flight had another 2 hours delay and a lot of the seats were double booked.But the best comes after... So we filled a complaint, about losing our 1.5 day of holidays and sent of an email.... Quick auto repley that it could take up to 1 month.... OK we can accept that.... 1 month passes...nothing, i write another email.... didn't even get opened according my email system. So I call.... guess what.. the Complaint department doesn't even take phone calls only voice mails.. OK A guy calls back that supposedly is the complaint coordinator.... Tells me that he will get on this.... 2 weeks later still nothing.... I call again ... he calls back and apologizes... (hahaha) he tells me that he will get on it again..... 1.5 month later NOTHING.... I would never had thought that Sun-wing is absolute the worst experience you can have. I'm in the hospitality business, but this company is just not worth supporting.
12 May 2017 Guest
Must say their customer service really sucks!!! They 'forgot' our car seats in Toronto after us waiting 2 hours in Orlando airport waiting on our seats coming thorough the turnstile. Car rental company didn't have any for rent... was offered no help from anybody while out 4 and 2 year olds were crying and just wanting to get the F outta there... finally managed to scrape up a couple seats told sun wing to hold our car seats back in Toronto. 2 days later the car seats show up at the villa!! Dumbasses couldn't even get that right. Sent email, voicemail etc to sunwing regarding the incident and haven't heard a peep from anyone at sunwing. They must really value their customers.
02 May 2017 Guest
Sunwing is horrible They kept ppl on a tarmac for 5 hrs, without water or anything. There were medical concerns that went unaddressed by staff. There lied about getting fuel (that's a regular thing for them to do) they make it sound like it is not. The hotel dont match the description. All around horrible service!!!!!!