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HOME ⇒ Airline and Airport Discussion Forum ⇒ Sunwing Airlines


Sunwing Airlines Discussion

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14 July 2015 11:07:00 Guest

fly with sunwing to Cuba from Montreal in june. It's my second time ( didn't like them the first time but give them another chance and what a mistake ) and NEVER again. We book for a direct fly and guess what happens: they fly us to Jamaica first before droppind us at Cuba. So a fly of 3h30 became 6h00. When they pick up people from Jamaica, they give them seat that already occupied by us ???? Very rude staff at the airport and their customer service euhhh there's none. Try to call because i have a question and when you choose customer servive, it's a answering machine saying that the person you try to reach is not available ?? how ?? and i try from 9 am to 5 pm for 3 days ! are they on vacation ? Send an email of my question but never get a return email ! and yes it's the only airline that make us weigh our carry on ( and we have fly with transat, air canada, westjet and even one that very cheap that i forgot the name ) . So avoid Sunwing

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11 July 2015 06:07:00 David ritchie

Do not use this airline they refused to correct an error 5 mins after booking. I booked a flight via cheapo air leaving on the night of 12 july 2015 the booking came through leaving on the evening of night of the 11 july arriving 12 july. 5 min after confirmation arrived and I noticed the error. I contacted cheapo air to correct the ticket. and after many calls to cheapo air they called sunwings and sunwings refused to change the ticket i find this an appalling attitude for any business to take.

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29 June 2015 02:06:00 Guests

My Mom and I just flew Sunwing to Cuba had had no problems whatsoever.

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22 June 2015 07:06:00 Guest

If I was you I would simply call my bank and ask for chargeback for the vacation. And then send a letter to Sunwing with the cheque (labeled as "final payment") of whatever amount you find fair. If they do not like it - see you in court :)

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22 June 2015 04:06:00 Guest

My brother and I endured a horrible experience the day of our return flight from Varadero, Cuba to Toronto on Monday April 6th, 2015. We waited for two hours for a hotel bus to arrive to take us to Varadero airport. We were told by Club Kareys front desk personel, Evelyn and Jamalai, that airport buses are never on time, but also that the drivers usually announce their arrival to a front desk person that they are there to pick up Sunwing customers for delivery to the airport. No bus arrived to pick us up as Jamalai and Evelyn confirmed. We phoned a taxi but too late to make it to the airport on time. The Sunwing lobby binder listed our hotel pick up time as 18:50, but my brother and I waited there in the main lobby at Club Karey beginning at 18:00 hours. No airport bus stopped at Club Kareys main hotel office as confirmed by two front desk employees, Evelyn and Jamalai. We were told by Sunwing representatives Ruben and his supervisor Francisco that the missed flight on Monday was entirely our fault and repeated this to us several times and stating that all of the other vacationers were picked up except my brother and I. I find this very difficult to believe as my brother and I were the only two people delivered by Club Kareys bus from the airport to Club Karey hotel the evening of Monday March 30th , and we saw no one else in the lobby waiting for an airport bus the following Monday April 6th. We were advised by lobby front desk people to wait for the bus because to quote a front desk employee at Club Karey, Sunwing airport buses are rarely on time. Little did we know that the airport bus would not arrive at all to pick us up. A Sunwing representative at Varadero airport advised me in cavalier manner that I should have called a taxi which we eventually did so but too late to catch the plane as the taxi took longer than usual to arrive after the call was made. We missed flight WG681 to Toronto and had to purchase two plane fares back to Toronto plus hotel rooms and none of which were we offered reimbursement for. I registered a formal complaint with federal transportation agency in Ottawa. They basically did nothing for me except mediate an email discussion between myself and Sunwing. Sunwing took 6 or 7 weeks to investigate my complaint and finally determined that my brother and I were fools for relying on Sunwing's airport bus schedule carefully placed in the main hotel lobby at Club Karey, Varadero, and that we were supposed to call Sunwing to find out the real bus schedule for our flight to Toronto, which actually arrived at the lobby at 17:30 hours not 18:50 hours as the lobby binder stated. And so my question to them was, why were we not informed of the actual airport bus schedule for April 6th, and what purpose did Sunwing's totally bogus airport bus schedule for flight WG681 to Toronto serve? Why would they place a totally wrong airport bus schedule there in the hotel lobby and not inform us? No offer of reimbursement for extra flight and hotel costs - nothing from Sunwing not even an apology. I will never deal with Sunwing again.

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29 May 2015 03:05:00 Guest

Totally garbage non service rude airline. Don't * your money fly Westjet or Air Canada much better service. Sunwing's 737-800 plane's are like a sardine can. Not enough room for two cats to f__k. Very rude staff and very bad service. Not enough weight in baggage. 44 pounds in checked 11 carry on. Sunwing is a big joke. Stop flying sunwing people.

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28 May 2015 08:05:00 Guest

I am an extremely dissatisfied, one time, sunwing passenger. I was flying home on a domestic non connecting flight to Toronto fr om Vancouver. Sunwing managed to lose my bag, I was tops to call a number that is always an answering machine wh ere you leave messages that I don't think anyone listens to. I finally got a call from a guy from sunwing with my bag saying they've been trying to deliver it to my home address over a holiday long weekend. The guy was shocked that no one had called me because they've had my bag for 3days and didn't bother calling me to tell me, even after leaving several messages. They asked when would be a good time to deliver and I said the afternoon of the following day. I had my father stay home to receive tge delivery and sunwing did not show. 2 days later I had a voice message on. My phone saying they've made several attempts to deliver. My bag and now I have to go to the airport and get it. I will never fly with sunwing again and advise everyone I know or talk to against it. I understand luggage gets lost, it's how the airline dealt with the situation that really annoyed me. Rude. Inconsiderate. They have made the perfect system to completely ignore you and have made it impossible to contact an actually person other then sales staff.

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28 May 2015 05:05:00 Guest

My girlfriend and I recently took an all-inclusive vacation for one week to Mexico with Sunwing. The trip itself was pleasant, until the final day. On the last day of our vacation my girlfriend had an accident and unfortunately broke her leg; clearly we would not be making our flight with Sunwing the next morning. We proceeded to ensure Sunwing would be notified we would not make our flight back home. However when our travel agent (Brianna) phoned to tell Sunwing that we could not make the flight, the response was indifference and disregard. All our inquiries regarding returning flights would be met by blunt statements that Sunwing, does not offer one way flights only round trip. Despite offering to pay for a full round trip, as long as we would have the assurance of a return flight back home. Any attempts from our part was just met by the same rejection. My girlfriend had fallen off a second floor balcony, the extent of her injuries included an exposed compound fracture of both the tibia and fibia to her right leg and a head convulsion. She received seven stitches in her head, and underwent two sets of surgeries on her leg, alongside 23 more stitches on her leg. She spent four days in Intensive Care Unit (ICU) before being moved into a private room; extending our stay in Mexico an extra week. Read more: www.gripevine.com/where-begin-sunwing-va... Help share our story

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26 May 2015 05:05:00 JG

We have booked through them for the last several years, and quite often, two trips a year. This last trip, in Feb 2015, we reserved our seats on the plane. Long story short we were bumped out of our seats on the return flight. Even though our seats had been reserved and paid for, 3 months in advance. They refunded my seat reservation fee, nothing else. No incentive or voucher for a future trip. They called their refund a good will gesture. . and offered a hope that I would continue to book with them, and they trust they can accommodate our future needs. Huh? I trusted them to honour a contract and they didnt. They further described their refund to me as a demonstration of our apologies.. Not me I call that a refund of fees paid for services not rendered. Oh, btw, guess what? While on the plane, we looked at who was seated in our previously booked seats. One man, sprawled across the row of three seats. All by his lonesome. Enjoying his privacy to the max. Obviously more important than we were.

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12 May 2015 11:05:00 Guest

Never Never EVER Again will I Ever fly on Sunwing!!! I will Pay 500 more per person than Be pissed Off!! Upon arrival and return trip home!!!, * You Sunwing!!!!!

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11 May 2015 06:05:00 Guest

Return flight from Punta Cana Dominican - Feb 14, 2015. Luggage was lost and still waiting for it and or an answer from Sunwing. I do not understand how your luggage can go missing with the luggage tag on it and never found and I was told in order to replace what was in it I would need all receipts (who keeps receipts from 6-12 months ago of clothing purchase.

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06 May 2015 08:05:00 Guest

garbage airline. Do not fly Sunwing

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05 May 2015 12:05:00 Guest

Another disgruntled Sunwing customer. CANCELLED our vacation to Cuba in August, 4 months prior to departure with no explanation at all. Thanks a lot. Oh well, WestJet now has our business. I too will let everyone I know to never book a vacation with Sunwing due to their lack of customer service.

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29 April 2015 04:04:00 Guest

TERRIBLE EXPERIENCE, or should I say LACK of experience since Sunwing CANCELLED our flight and as a result the entire trip. A group of around 30 of us were supposed to go to Panama for a week in April and Sunwing decided, relatively last minute, to cancel the plane and as a result our entire trip was cancelled. I would never use Sunwing again for any of my travel needs, nor would I ever recommend it to anyone. In fact, I tell everyone I know about Sunwing cancelling our trip and tell people never to use them.

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27 April 2015 10:04:00 Guest

I flew fr om Toronto to Santa Claire Cuba March 26 2015. 6 of us when Elite service. When we arrived everyones luggage was there but mine. I have yet to see my luggage and have now filed a claim. What is shocking is that no one can trace my baggage there is no way once you hand them your luggage can they trace it on a computer to see if it is at another destination. what is the purpose of all those stickers. All they can do is send in a description of your luggage after you file a claim for it been lost. This was a very upsetting trip and what was worse is the lack of customer service. You can only email or fax them and there response is they are really thankful for the response and they will get back to me within 30 days. The lost baggage department hung up on me and were very rude. Only a couple were very nice to talk to. I had rcmp and opp police officers with me and they asked for there badge number which they would not give to me. No one could believe the rudeness. I am at the end of my 30 days and have not submitted my list. To be told that you either need all receipts OR take your list to a notarized public but they do have a lim it to what they reimburse. Never to fly sunwing again.

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27 April 2015 10:04:00 Guest

Guest : They lost my luggage and never contacted me to tell me what was going on. It has been over 30 days. Kept giving me the run around whenever I called. Finally, a week ago they told me I could file a claim after 30 days but they won't say if I will be fully compensated for my belongings. They to lost my luggage never to be seen left fr om Toronto March 26th. to Cuba. Elite service on top of everything. very sad and upsetting that is for sure and how rude most of the person you spoke to at lost backage. Not all there were a few and very few helpful ones. Now been told after listing my items unless you have receipts you get nothing, but in good faith if you go to a notary person to sign off on your list they will accept it but they have a lim it of rebate. Never to fly sunwing again and will keep telling everyone I Know my experience.

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23 April 2015 06:04:00 Michael Redmond

My return direct flight itinerary stated Punta Cana to Edmonton direct( flight # WG461). However, the flight made a scheduled stop in Hamilton to change their crew and to unload and load lucrative cargo! Not a passenger de-planed nor was anyone aware of this prior to arriving at the Punta Cana airport. I purposely have booked everyone of my 30+ holidays as direct flights; I feel scammed! The 2.5 hours this added to my flight may seem trivial. If so why not post this on your itinerary prior to my purchasing a vacation package? I know because deceitful business practices are more profitable! Sunwing flight operations knew of this "crew change" well in advanced of selling me my vacation package! They knew well enough to fill their cargo holds with Dominican to "Toronto" freight as well as freight forwarding from Southern Ontario to Edmonton. Flight crews or airline analyst please let me know if I'm missing something here. Cheers, Mike Redmond

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08 April 2015 07:04:00 Lorraine Labonte

Vacation to Riviera Maya Flight number 512 After a wonderful vacation at Secrets Maroma, we were highly disappointed on our departure on April 6, 2015. Our flight was scheduled to return at 2.55 p.m, once we checked out at the hotel around 10:30a.m, while we were waiting at the lobby; we found out that our flight was delayed until 7.45 a.m. (This is the time we were suppose to arrive originally, instead, we arrived in Toronto at 11:30 p.m. We then experienced a second disappointment and had to wait 20 minutes to receive our suitcases. May I also express my frustration when the Sunwing captain stated that the plane was delayed in Toronto due to mechanical issues; he then add that there was a lack of pilots working on Mondays and that the staff onboard accepted to work extra hours to pick-up the passengers in Cancun. In our point of view (and some comments that I heard from other passengers) this was the most stupid communication given to passengers, simply not professional. At the price we have paid for our vacation, the expectation is that Sunwing authority will bring passengers back to their original destination. We do not have to feel like they were doing all of us a favour. Furthermore, the seats on this plane were not comfortable and needed to be changed. As for the food offered, well both of us were unable to eat it, it was simply terrible. Sincerely, Lorraine Labonte John Di Prospero

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06 April 2015 10:04:00 Guest

Good flight down to Punta Canna, but return flight to Toronto was a failure. Staff on the return flight were force do do a 2nd or ?3rd flight that same day due to mechanical issues and scheduling issues beyond their control. We were delayed 6 hours initially and were able to camp out in the lobby of the hotel. Then we find out the delay will be another 3 hours as the plane has to leave Florida to Toronto and then down to Punta Canna. Instead of leaving at approx. 2pm we left at 11:10 pm. We had to wait hours for baggage to be loaded and then unloaded and then loaded again due to loading of many vegetable boxes that should not have been aboard the flight. The baggage handling at that point was to throw the bags on board with no care for luggage or what it contained. At Toronto the baggage was not available to us until 4am. We rec'd a voucher for $75 off the next flight and many apologies from staff, but there will never be a next flight for us with this airline. I feel so sorry for their flight staff as they handle the * impatient passengers but the company seems to care little for the Sunwing reputation and developing return customers. Apparently badly maintained planes and poor scheduling with no margin for error. Stay away from this airline.

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29 March 2015 11:03:00 Guest

Beware before booking with Sunwing - cancel flights and assign different flights - no choices - no reduced prices even if the price has been lowered - not happy and never again - my car rental changed and it went up and they dont care - lost a day of my trip

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27 March 2015 07:03:00 Sunwing

Sunwing Airlines... Make a long story short..A friend had a cancellation waiver. Cancelled morning of due to medical issues. NP!!! Month later tried to rebook with her $2100 voucher she had not yet received from sunwing. They told the agent she must rebook again with her visa and we will reimburse her visa within a few days. So tripped rebooked another $2100. That was Feb 13/2015 it's Mar 26th now and she and her agent have been getting the run around since the rebooking. They kept telling them ..on Friday.. now they are saying get ahold of Visa. She informed them it is not visa that owes the money Sunwing does. Still no credit to her visa! She is not finished with them yet! Just please be aware of some kind of scam Sunwing is running with having to dble book your vacation if something happens. I have been using Sunwing for the last 6 yrs for my vacation... I think they just got the last $1 from me! This is a single mother of 2... only reason this woman had the money to pay twice was because he husband died in an accident. I mean really who normally has $4200+ in the bank at once now a days? I hope sunwing is proud of taking money from a single mother!

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27 March 2015 02:03:00 Guest

Sunwing Airlines... Make a long story short..A friend had a cancellation waiver. Cancelled morning of due to medical issues. NP!!! Month later tried to rebook with her $2100 voucher she had not yet received from sunwing. They told the agent she must rebook again with her visa and we will reimburse her visa within a few days. So tripped rebooked another $2100. That was Feb 13/2015 it's Mar 26th now and she and her agent have been getting the run around since the rebooking. They kept telling them ..on Friday.. now they are saying get ahold of Visa. She informed them it is not visa that owes the money Sunwing does. Still no credit to her visa! She is not finished with them yet! Just please be aware of some kind of scam Sunwing is running with having to dble book your vacation if something happens. I have been using Sunwing for the last 6 yrs for my vacation... I think they just got the last $1 from me! This is a single mother of 2... only reason this woman had the money to pay twice was because he husband died in an accident. I mean really who normally has $4200+ in the bank at once now a days? I hope sunwing is proud of taking money from a single mother!

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26 March 2015 12:03:00 Guest

A continuation of below reply to apparent airline rep: I've been in customer service jobs for many years in a variety of settings so I know it can be very hard sometimes, some customers are obnoxious, unreasonable and just impossible to please. But in my experience I've found that most people just want to feel they are getting what they paid for and being treated fairly and with the respect and courtesy they deserve. As well most people are willing to accept occasional minor mistakes, and will even forgive a bigger mistake if it is handled properly so they feel that the persons responsible did everything possible to compensate them fairly, adequately and with genuine contrition. Unfortunately it seems that sunwing has made frequent big mistakes, and then not taken adequate responsibility, not tried to find solutions or make changes to avoid the same problems occurring repeatedly, not treated people with respect, not compensated people fairly, and instead made a lot of people very upset and * . So when a company shows an ongoing history of repeated mistakes of such magnitude that hundreds or even thousands of people feel the company acted " in bad faith" in its dealings with them, then that is exactly why class action suits are launched. Good luck to everyone who does business with sunwing, sounds like you'll need it!

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26 March 2015 12:03:00 Guest

Guest : The majority of people on this board are ridiculous. Class action lawsuits, are you kidding me?! You get to take a nice sunny vacation to paradise and your life is ruined because the flight wasn't on time? Guess what...flights are delayed all the time. Often the airline has NO control over the reason - weather, airport congestion, technical problems. You only have to prepare yourselves...pack snacks, take extra money to purchase drinks/food at the airport, give yourself an extra day before you have to be back to work. Pick up a book, have some patience, and get over yourselves. Also, those of you complaining about the resorts...Sunwing doesn't run the hotels. Again, they have no control over what happens when you step off the plane. Plus, you're going to a developing country. standards are not what they are in Canada. If that's not ok for you, you should probably stay home. Hmmm - seems like this comment is substantially different from the other close to 500 complaints. I guess at least one sunwing rep has read some of them and has responded with what seems to be their standard response to most problems - not their fault & the customer should just gladly accept whatever horrible experience they PAID FOR - hundreds or thousands of dollars, because they are fortunate enough to have "first world problems". While I agree that anyone who is Canadian should be grateful to be such as it is one of the best countries in the world to live in, and if you can afford to take a sunny vacation then you are even more blessed, and it is important to keep problems like flight delays, lost luggage, lousy food etc in perspective compared to the far worse problems other people face, that does not make it acceptable for sunwing to rip off, screw over and horribly mistreat their customers. People have a right to expect certain standards for services they pay for, not perfection, but at very least competence, and they have every right to be upset and * and to complain when they did not receive fair value for the money they spent. Sunwing has a responsibility to its customers to provide the services they advertise and charge for, and if mistakes are made they need to provide fair compensation, and if any company rep thinks otherwise then they should not be working there. As well if the head people in charge of sunwing think they can just take customers money and then do whatever they want and not fufill their obligations to those who pay to keep them in business, then they shouldn't be in business at all. Of course they can't control or be blamed and held responsible for some causes of delays such as weather and "airport congestion". BUT technical problems with planes - actually yes that IS their fault since they own the planes! Staffing problems, such as lateness, not enough personnel, agents that are improperly trained, incompetent and / or rude is also their fault. Inability to properly schedule flights - their fault. Luggage left behind due to being overloaded - their fault. Providing inaccurate, misleading or deliberately false information to customers - their fault. Not taking steps to rectify what are clearly a multitude of significant ongoing problems - their fault.

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23 March 2015 07:03:00 Guest

The majority of people on this board are ridiculous. Class action lawsuits, are you kidding me?! You get to take a nice sunny vacation to paradise and your life is ruined because the flight wasn't on time? Guess what...flights are delayed all the time. Often the airline has NO control over the reason - weather, airport congestion, technical problems. You only have to prepare yourselves...pack snacks, take extra money to purchase drinks/food at the airport, give yourself an extra day before you have to be back to work. Pick up a book, have some patience, and get over yourselves. Also, those of you complaining about the resorts...Sunwing doesn't run the hotels. Again, they have no control over what happens when you step off the plane. Plus, you're going to a developing country. standards are not what they are in Canada. If that's not ok for you, you should probably stay home.

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23 March 2015 07:03:00 Guest

I really don't think it's Sunwing's responsibility to make sure you are financially prepared for your vacation. Next time, take cash. Terrible service. When stuck in Cuba with no money because our credit card and MasterCard were not acceptable, Sunwing Reps. Could do nothing to help us out.

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22 March 2015 11:03:00 mrskbviper

mrskbviper : has anyone ever not received their luggage - at all - for the duration of their trip? I went to Cayo Coco in February - my luggage didn't make it and apparently it could not be tracked. Got home a week later and a voicemail on the phone from Sunwing saying my luggage had been found in Toronto and they were sending it to me. I was compensated 50 a day for the inconvenience, however, the resort we were at had a small gift shop and very little to purchase in my size unfortunately. Basically our trip was ruined. Just wondering if anyone else had this experience and did Sunwing compensate you further than the 50 dollars a day. Thanks. Hi - this is me, responding to my own message to update all of you with what happened. About a week after I sent my complaint to Sunwing, I was corresponding with them on email. Basically, because I was compensated at the resort of $50 a day and I did get my luggage back after I got home (lock still on and in tact - not compromised) their top offer was for a $125 future travel voucher. I would like to have had at least that for my husband as well because our trip was basically ruined. I am not 100% happy but it's better than nothing other than the ruined trip. I applaud Sunwing for at least acknowledging the probem and solving it so quick. I know a lot of you are not hearing from customer service - I wrote my letter and had my travel agent send it up the channels - that may have made the difference instead of sending it myself directly to Sunwing.

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22 March 2015 09:03:00 Garth pulled

Delayed no explanation why. People at the baggage check in extremely rude. Not impressed

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22 March 2015 07:03:00 Guest

I booked a group package with sunwing back in aug. 2014 for a family holiday in march 2015, they said since I booked so early they had a 200.00 dollars excursion bonus for each room, but when we talked to sunwing rep. down in cuba they new nothing about it very disappointed we were if you state something you should make sure you keep your word, not sure will use sunwing again.

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21 March 2015 04:03:00 Guest

Taking the time to post here since we were terrified to fly Sunwing after reading all the bad reviews. BUT we had an excellent experience. Fight to Varadero March 11 arrived early. Crew was excellent. Short trip so small seats and archaic movie screens were no problem; additionally we were prepared for this so just loaded our tablet/phones. Trip back was delayed by almost 12 hours due to weather in Halifax. The plane we were supposed to fly home on couldn't leave Halifax so we kept getting delayed. But it was actually great as communication with our Sunwing rep (in Havana at that point) was great. We ended up having to stay over again in Varadero (I gather we stayed in the rooms of those trying to arrive from Halifax so passengers were spread out all over Varadero). But everything was taken care of, transport, communication, food etc. The crew were exhausted but so amazingly friendly and positive. We were all really impressed. I'm not sure I'd fly with them again unless it was for a very short haul as the planes are very cramped and the food isn't great, but there was honestly nothing to complain about. Went in with poor expectations and was pleasantly surprised.

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21 March 2015 04:03:00 Guest

Guest : Does anyone have an email for Mark Williams, President of Sunwing or anyone in the Corporate Office. Dealing with customer relations is basically a * if time. I read that the people in the Corporate Office just direct the email to customer service.

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21 March 2015 04:03:00 Guest

They lost my luggage and never contacted me to tell me what was going on. It has been over 30 days. Kept giving me the run around whenever I called. Finally, a week ago they told me I could file a claim after 30 days but they won't say if I will be fully compensated for my belongings.

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20 March 2015 02:03:00 Guest

Does anyone have an email for Mark Williams, President of Sunwing or anyone in the Corporate Office. Dealing with customer relations is basically a * if time.

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19 March 2015 12:03:00 bowman

Been sitting at the airport 16 hours and they delayed a few times for weather which i understand but there is no reason that the give us the excuse that the pilot couldnt make it! If i dont fly out tmr will be my last time with sunwing!!!...

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13 March 2015 05:03:00 Cody

Hey, Does anyone know what other companies are good to get to Cuba? I see mainly sunwing... I have only traveled with them once to Cuba (last week) and will never do so again. I used to think the bad reviews were just mainly negative people but now I know. They told me my passport was damaged and that I wouldn't be going to Cuba at all. I argued with 3 different people for about 10-15 mins and was obviously * . They finally said they would let a Canada customs agent look at it for an outside opinion and if they said it was fine I could go. The sunwing manager escorted me to the customs room and they had 2 customs officers look at my passport and both said it was perfectly fine (like it had been through the wash). The customs lady basically laughed and had a look on her face like why are you even bothering me with this. Needless to say I went and had no problems with the Cuban officials (who were very nice I might add, much nicer than getting back into Canada). If I wouldn't have persisted like I did sunwing would have totally screwed me out of my vacation. The whole attitude of the 3 people I dealt with at the Calgary airport was uncaring. This is a good warning that if you do fly with sunwing (Not sure why you would) make sure your passport is in absolutely amazing condition and if they try to pull the same * on you make sure you persist and get an CBSA (Canada Border Services Agent) to look at it. The first rep told me it was a $20,000 cost to sunwing to send me back from Cuba if they didn't let me in. The second agent told me it was $10,000 and the third told me it was $3,000. Their bullying needs to stop. I understand that as a business they have to look out for themselves as well but when the CBSA agent says they have let much worse looking passports go it really pisses you off. After this the rest of the flight went good. The sunwing flight attendants were nice (going there and coming back) and the sunwing reps at the resort were friendly enough (although we did book an excursion and then they called us hours later to tell us they had overbooked and we couldn't go). All the Best, Cody

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13 March 2015 12:03:00 Kandcscotland@yahoo.ca

Hi we were also victims of the Sunwing flight feb 18 return fr om cayo coco where the 60+ bags were lost. Has anyone gotten reunited with their luggage? We had a suitcase delivered to us that belonged to someone in Stony Plain bc all of the waybills were off by a number. I have pictures of our bag, the tag and we are willing to drive wh erever to get it if you have ours. We have called Sunwing- both phone numbers of 416 and 780 area codes and no one has called us back. Please email me if you were part of this and wish to figure out how to get Sunwing to respond. Oh, and making claim? Can't do it until the airline declares the bag lost! How can I when the dont call back What a piece of * airline.

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10 March 2015 01:03:00 Guest

We travelled to Cuba for 2 weeks through Sunwing - hotel was excellent (Paradisus Rio de Oro) but every experience with Sunwing was awful. Firstly most of the Flight Attendants were rude and next to useless (talking / gossiping nonstop to each other most of time, ignoring passengers). Services at the hotel were not as advertised by them - Sunwing reps at the hotel would not assist in any way. Three emails to the 'customer service' office have gone unanswered after a month already. Time to ground Sunwing.

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03 March 2015 11:03:00 Guest

Hey dummy American serviced cards not acepted in Cuba!!! Guest : Terrible service. When stuck in Cuba with no money because our credit card and MasterCard were not acceptable, Sunwing Reps. Could do nothing to help us out. I had used Visa to pay for the trip but couldn't help us get cash using the same visa. Purchased attraction on plane but couldn't exchange it to get the cash back so we wouldn't be in Cuba absolutely penniless. Only scraped enough together to pay the departure tax. Terrible experience! Guest : Terrible service. When stuck in Cuba with no money because our credit card and MasterCard were not acceptable, Sunwing Reps. Could do nothing to help us out. I had used Visa to pay for the trip but couldn't help us get cash using the same visa. Purchased attraction on plane but couldn't exchange it to get the cash back so we wouldn't be in Cuba absolutely penniless. Only scraped enough together to pay the departure tax. Terrible experience! Guest : Terrible service. When stuck in Cuba with no money because our credit card and MasterCard were not acceptable, Sunwing Reps. Could do nothing to help us out. I had used Visa to pay for the trip but couldn't help us get cash using the same visa. Purchased attraction on plane but couldn't exchange it to get the cash back so we wouldn't be in Cuba absolutely penniless. Only scraped enough together to pay the departure tax. Terrible experience!

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03 March 2015 12:03:00 Nicole

Sunwing lost my baggage on Feb 18/ 2015 on a direct flight from cuba to edmonton. Sunwing sent 60+ bags from our flight home on the calgary flight, affecting 60+ passengers. They knew about this when we were leaving Cuba but didn't even have a rep at the airport to help us out when we arrived. So we waited at midnight for someone to show up. Then the sunwing rep told us we would receive our luggage the next day and we would receive a call to set that up the next day. There was no call and my luggage has still not shown up. I tried to contact sunwing several times by phone but they do not answer the phone or insist that they can not help you because it's not their department. When emailed you get an automatic generated response but no real response about your personal issue. Therefore sunwing has not been in contact with me at all and has horrible customer service. I would NOT recommend them to anyone ever. Avoid Sunwing!

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01 March 2015 07:03:00 mrskbviper

has anyone ever not received their luggage - at all - for the duration of their trip? I went to Cayo Coco in February - my luggage didn't make it and apparently it could not be tracked. Got home a week later and a voicemail on the phone from Sunwing saying my luggage had been found in Toronto and they were sending it to me. I was compensated 50 a day for the inconvenience, however, the resort we were at had a small gift shop and very little to purchase in my size unfortunately. Basically our trip was ruined. Just wondering if anyone else had this experience and did Sunwing compensate you further than the 50 dollars a day. Thanks.

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28 February 2015 06:02:00 Guest

Terrible service. When stuck in Cuba with no money because our credit card and MasterCard were not acceptable, Sunwing Reps. Could do nothing to help us out. I had used Visa to pay for the trip but couldn't help us get cash using the same visa. Purchased attraction on plane but couldn't exchange it to get the cash back so we wouldn't be in Cuba absolutely penniless. Only scraped enough together to pay the departure tax. Terrible experience!

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27 February 2015 08:02:00 Guest

We recently went on an all inclusive vacation through SunWing. I would like to tell all others out there to not do this, ever....I mean never ever ever. First of all, the price was way too much for the quality of the resort. The airplanes are old. The air was so dry and people were asking for water or something to drink and the attendants said, "not right now, we are doing something else at the moment". The seats are horribly uncomfortable, no padding on the butt region. The bus was late to come get us from the resort to the airport. The airline then announced when we were on the airplane that they would be removing 20 bags from the aircraft because they were "bulked out". First time flying SunWing? Didn't do the math of 250 passengers x 40lbs of luggage each? I knew my bag would be one of them and sure enough it didn't make it home. I was so mad because I had to be at work in the morning and everything I needed was in that bag. I had to go to Walmart at midnight and rebuy everything. The lady at the lost baggage counter said my bag might even be there that night!! WOW! So you're going to come knock on my door at 3am to deliver my bag or do I still need to spend $200 to get new makeup, hair products and underwear for tomorrow morning? I have yet to see my bag or get a call from SunWing. I called to check on the luggage and I got a voicemail. It stated that if they don't call me within 3 days that they were unable to find my luggage but yet don't state what to do next if that is indeed the case. I just want to know if I'm going to see my luggage again or if I have to rebuy everything in that * bag....but can't get an answer. DO NOT EVER FLY OR BOOK A VACATION WITH THIS COMPANY!!!!!!!! We travel a lot and gave them their chance and will not be back. They even had a chance to make it better by saving the day with my luggage and offering compensation but I can't even find a person who works at this company. I'm in sales and if I treated my clients like this I would be out of a job in a second.

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25 February 2015 08:02:00 Dan Duval

I flew to Jamaica in January 2015 as I approached check in and they weighed my bag the lady said I was 2kg over and that would cost 40.00 as I paid the lady I asked what was the allowance for 2 weeks she said same as 1week and how much for a month she replied she said same how can you be expected to where the same clothes when on holidays I was away for 2weeks and did not over pack infact my summer shirts are cool max which is a very light material my underware the same 2 items I change daily.Is this another way of getting more out your custermers ,buy the way I got dinged 40 on the way back as well.

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23 February 2015 05:02:00 Elckar

So what can somebody expect fr om a low-cost airline? the same as we paid. Delays, they do not care about passengers once you get off from the airplane, they took 1:30 hours to deliver our luggage in Punta Cana, no body from Sunwing was there at that time. The Resort (Tropical Princess) looked excellent in photos, I guess photoshop is great. The resort is falling apart, needs a lot of major repairs. Sidewalks are hazardous for kids and the elderly, there are holes with rusted metallic structure. Rooms with water leaks. The logistics at the main restaurant is deficient at any time, not enough personnel, plates and food were not provided on time at the food stations. You have to wait a lot of time to get serve any beverage from waitress, one of them said "the restaurant do not provide tools to us in order to serve you better". I believe that employees were always friendly and oriented to give you the best of them. The 24 hour-restaurant was a mess, the food did not look and taste good. The front desk employees need more training, they take long time to perform simple tasks. The employees cannot correctly provide service information. Slow treatment of customer complaints. The resort did not provide stated services on its website, for example, WIFI was too slow and lim ited. The travel agency (Nexus) hired from Sunwing to serve you in land, transportation, and information, was inefficient, always late to pick you up, never around to ask them. On our way back to airport, the Nexus transportation was late 45 minutes. The check in at the airport was so slow, almost 1:30 minutes. One of the Nexus representative (a woman) approached us, we speak Spanish perfectly, and told us that if we wanted to check in fast and no wait, you can give us something you know (money of course). Well we decided to stay in line, and not go for the easy way. What a shame for Sunwing!!!A person in front of us, also was told the same, he got mad and complained about it, the other nexus (sunwing representative) told him that it is legal, they are selling Elite Plus service, come on, that is not am Elite Plus Upgrade, why? because according to Sunwing website an Elite Plus service includes: Extra leg room seats (35 inches) Advance seat selection Increased baggage allowance to 30 kg per person Headset for audio/video entertainment (yours to keep!) Priority check-in** Priority boarding** Priority baggage handling - Travel with ease as your luggage will be among the first to be available for pick-up! So only Priority check in is rendered, the rest did not apply. Well, fortunately the departure to Ottawa was on time. Once we landed at the Ottawa Airport, we waited 45 minutes seating in the airplane until a gate was available to get out. Immigration was fast, so once again we waited almost 1 hour and 45 minutes to get our luggage, nobody from Sunwing was there to give us an answer or an appology, not even the Baggage Claim Information desk at Ottawa airport was able to give us an answer, they stated they had nothing to do with our situation it is the Sunwing, so why it is called Baggage Claim Information desk??? Well it was my bad flying with Sunwing, I will never do that again, I will keep my vacation travelling with Westjet, Transat and Aircanada, it always has been a pleasant!!!

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22 February 2015 08:02:00 Guest

Absolutely hate this airline. Took this airline to Mexico. Upon arriving to the airport and waiting an hour later to board the plane we then proceed to sit on the airplane on the runway for three more hours. They didn't unload the luggage from the previously flight and as we say and waited for them to unload thoses and load our luggage on the plane. The crew was rude and unhelpful. As we were sitting on the plane for three hours the crew didn't offer drinks and refused to play the movies. So we were just sitting in the plane for three hours * and tired. The crew was very unapologetic for the delay. Sunwing did not offer us anything which they are suppose to if there is a more than two hour delay. If that wasn't bad enough the retiring flight was worse. We had a five hours delay which they didn't tell us about until we were at the airport. We didn't board the plane until 10:30 and everyone was extremely tired. The crew was rude and didn't provide blankets when asked for. The landing was extremely rough. It took the crew another hour to unload our luggages. We didn't get out of the airport until 7. Again sunwing did not apologize for the delay or offer their clients anythjng for the wait. Simply a 10 dollars card for the duty free shop anything! I will never take this airline again not will I reccomand it to anyone. The crew is rudw and don't respect their clients.

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20 February 2015 10:02:00 Marko

Sunwing lost my luggage on November 28.2014 on my way to Varadero, Cuba. My claim was started short after my return. Now nobody is answering my e-mail from customer service. I was suppose to work with Susan Segreto from customer service but she is not answering my phone calls or emails since January 16.2015. Vacation was great but customer service is awful. I have provided all of the required documentation for my claim but still nobody will even answer any of my e-mails. I was forced today to report Sunwing Vacations Inc. to BBB.

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18 February 2015 11:02:00 erg2015

Hi sorry you had a crappy experience on your trip. My friend and I also had issues we'd like to complain to Sunwing about however, judging by all the negative comments here, it seems like I'd be wasting my time?. I'm curious to know if Sunwing has replied yet to your complaints and if so, how were you compensated. Thanks in advance TPresley : This was my 3rd winter travelling to Cuba, and although I love the country, I have huge reservations about booking anything ever again with Sunwing! The resort was badly run down, dangerously * , inadequate plumbing with broken toilets and nothing but cold water, sewer/sulphur smell throughout the entire place, more amenities closed down than were open, and disgusting food even for Cuba! The resort staff sent us to view on our own several different rooms and one was no better than the other, one that they said was their best room, and yet it had NO water at all, NO air conditioner and NO light bulbs in any of the lights!! After allowing the resort 4 days to accommodate us with the basic amenities, we spoke to the Sunwing rep, who arranged for us to visit another resort that we could transfer to (albeit at an additional $800 cost) only to arrive there and find out there in fact was no availability! And in fact the Sunwing rep at this resort informed us there was NO availability anywhere in Cuba! At this point we still had another 10 days to endure and made the best of it by leaving the resort and going into Varadero almost daily to have things to do and places to have a meal. The additional cost of our Sunwing all inclusive holiday for taxi's and meals off the resort amounted to over $300.00. Needless to say we were and are very disappointed in Sunwings response to our complaints both while we were there and the lack of a response to our email upon returning home. Our next vacation will certainly be arranged through a Tour Operator with more willingness to ensure better customer satisfaction.

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18 February 2015 09:02:00 blair sinclair

just got back from Cuba on sunwing wg665 . first off the resort sunwing booked me into had check out at 12 noon(club kaley) being as my flight wasn't till 3 am that left 18 hours to kill ? our sunwing rep told us we would be provided with a room to shower in and to stow our bags during the 18 hours didn't happen !!! then the plane was delayed a further 2 and a half hours !! got on the plane the waitress tells me i can't use the over head compartment I paid for it was being used.so she crams it into another bin breaking some of my Cuban cigars !!! just a word of advice book with some other airline sunwing is pathetic

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11 February 2015 09:02:00 Guest

Just called your no.and they tell me it is a nursing home

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