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HOME ⇒ Airline and Airport Discussion Forum ⇒ Sunwing Airlines


Sunwing Airlines Discussion

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07 April 2014 03:04:00 Justine

NEVER AGAIN! My fiancé and I were booked to fly to Cayo Santa Maria (CUBA) February 6-13, 2014. Our flight was scheduled to leave at 6:10AM. Upon arriving at the airport at 4:30AM, we quickly noticed that the line up was very long. When we finally got to the check-in desk, they asked us where we were headed, we replied Cayo Santa Maria. We advised her that we checked in online already and we just needed to print our boarding passes. She took our baggages and weighed it. Right before she was about to send it off, a rude manager from the back came and just yelled out "gates to Santa Clara is closed". We were so shocked because it was only 4:55AM at that time. We told them the plane would just be sitting there, we could still make it. The rep simply told us "please step aside, we need to assist other passengers". We found out there were 6 other passengers with us that was left behind. They told us to go to all the other airlines and check if they have open seats and that we are liable for it. Long story short, we had to purchase another package for the next morning with same flight time. We knew they were lying to us because we did not board the plane until 5:58AM. We did a lot of research about this Airlines, they have problems with overbooking passengers and they give away your seats to delayed passengers. Please do yourself a favour and pay that extra bucks to avoid any hassle with these unprofessional company.

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04 April 2014 01:04:00 Rod

AirlineExpert : It's very interesting these negative comments. You all fly with Sunwing as they are cheaper than the other airlines and then complain about the lack of customer service or delays. Really??? What did you expect??? A four star experience at a one star price? People, stop complaining!!! This is laughable. Next you'll be complaining about the fact that 49% of the money that you are giving them is not even going towards our canadian economy I suppose (as the Sunwing group is owned by the British- German conglomerate TUI)? Just think about the fact that you'll soon be flown down south by german pilots in british planes with irish flight attendants attending to your needs! Over and out! your a * loser

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01 April 2014 02:04:00 Harry

84 times to Acapulco.7 times to the Emporio. Always almost all inclusive.Only this time hardly anything was included.I have always reserved a cabana for the 3 weeks stay. SURPRISE cabanas are not included. Bottle water? Not included. Snacks-not included. 250 pesos for a cabana-but that includes foothird chair you haved and drinks.But I have aready paid for food and drinks?? I guess not. After 250 pesos--- sir you must pay for the third chair you have! SUNWING We used to get fairly decent food on the plane now I get a sandwich I won`t even eat at McDonalds.

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31 March 2014 08:03:00 Guest

Got back from Cuba today arrived in calgary but no luggage. Was with elite plus and there was two of us from elite plus group that had our luggage missing. No explanation just will call within 24 hours. Pathetic. Guest : Son and girlfriend's suitcase never made it to Cuba. They flew in February and Sunwing will not answer emails or answer the phone. We are figuring that suitcase will never be found again. Terrible customer service. My daughter works as a travel consultant and she will not be booking anyone on any of their trips.

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31 March 2014 05:03:00 Guest

I am horrified!!! I should checked this forum before. I am flying to Cancun on Saturday, April 12.

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30 March 2014 05:03:00 Last time customer

Mar 29 WG512 Cancun to Toronto. 3 hours delayed with no communication updates. Now I realize these mechanical delays are very common for Sunwing. Extremely rude and aggressive staff. Very unpleasant and unhelpful when our daughter got sick during the flight. PLEASE avoid SUNWING as your vacation carrier if possible.

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30 March 2014 02:03:00 Guest

fabulous flight.......I've experienced worse on Air Canada, British Airways, Transatlantic and many others....what's the problem?

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29 March 2014 04:03:00 Guest

Sunwing should be seriously reported to the right people to check all of their aircrafts. Is it normal for one airline to experience so many mechanical issues and delays with their flights with no backup for their customers satisfaction, who is allowing this to go on? Obviously many people are not doing their jobs properly if this is a constant happening and I don't only mean Sunwing, I mean the overseeing body of those who allow these planes to fly and company's to operate. We were on flight WG511, Toronto to Cancun that was delayed for 12 hours on March 15th,2014. We were treated like animals made to wait 2 hours on the plane before being let off, then waited in line 2 times for over an hour for a lousy 15.00 voucher for lunch and dinner, you can not even get a sandwich and cup of coffee at most places for that price. 12 hours later 14 in total of waiting for us we were handed a $75.00 voucher towards our next booking with SUNWING, seriously, shouldn't there be a standard of operation for all airlines for compensation and safety that they have to maintain accross the board if they want to operate. We are seeking $500.00 compensation for our lost day of our vacation and additional money spent at the Airport while waiting, Somebody in charge please look in to SUNWINGS OPERATION PLEASE. Also, please have the food served on board checked as it was appalling. Thank you.

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29 March 2014 03:03:00 Guest

My advise take some food with you on plane if you are on a flight with comp. food.Trip down served a very poor copy of egg mCmuffin on trip home received pizza served in cardboard un cooked that tasted so bad even hungry teenagers beside us could not eat it.Also no customs forms on plane so we were dropped off put on a bus and shuttled to a area were no one knew what to do no Sunwing reps in sight.This is third time with Sunwing and since first trip all has been going down hill food very poor no reps around except hotel.Final straw time to switch companys Customer satisfaction seems to have disappeared .;(------

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27 March 2014 11:03:00 Guest

Booked with Sunwing, had to cancel 2 days prior, death in the family, we had cancellation insurance. Sunwing sent the travel voucher to our Travel Agency in our Travel Agency's name, address and telephone number. We tried to rebook today and will have to pay for the trip again on our credit card and then have our credit card reimbursed for the amount, does this not seem strange? The travel agency should be footing the bill and sending a payment through to Sunwing and then they will be reimbursed. the voucher clearly states it is to be used as cash when booking another trip. I can't afford another $2400 on my credit card, with no guarantee that I will be refunded prior to our new trip. I am so stressed!!!!!!!!!!! Somebody please help me :(

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27 March 2014 05:03:00 Sandra

NEVER, NEVER AGAIN!!!! Flight 511 on March 15th scheduled departure 10:15 a.m.; actual departure 9:15 P.M.....flight time kept getting rescheduled but to no avail...representatives were ill equipped to help; people were frustrated (obviously...most having booked and expecting a 7 day vacation that courtesy of SUNWING was now cut down to 6 days with no offer of compensation!!!!) Mechanical issues were sighted, however, we were one of 4 flights with SUNWING from Pearson with substantial delays on this day and ALL were for MECHANICAL issues...my husband and I have NO CONFIDENCE in SUNWING'S ability to provide us with safe travel...4 flights in one day with MECHANICAL issues...sounds like a SYSTEMIC MAINTENANCE ISSUE!!!! WHY TRUST YOUR LIFE WITH THEM?????

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26 March 2014 08:03:00 Nuri Guerra

I was asked by a Sunwing staff member at check- in if I was Canadian, even though I presented my Canadian passport. She admitted that it was a stupid question but stated she was required to ask the question, did not answer when I asked who it was that asked her to form that question to visible minorities -- my husband who is obviously Caucasian was not asked the question.

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25 March 2014 03:03:00 Guest

No AC on the flight 423 from Punta Cana. We waited almost an hour on the plane before it took off. It was extremely hot inside. I felt really sorry for people with little kids. They didn't stop screaming until the plane took some altitude and cooled itself naturally.

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24 March 2014 03:03:00 Guest

Son and girlfriend's suitcase never made it to Cuba. They flew in February and Sunwing will not answer emails or answer the phone. We are figuring that suitcase will never be found again. Terrible customer service. My daughter works as a travel consultant and she will not be booking anyone on any of their trips.

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23 March 2014 02:03:00 Shirley

I am so disappointed in sunwing . They changed are flight five times . We paid for direct and now we are told to bad we now have a layover. What happens to the extra money we paid for direct flight? Now because of all the changes we have added hotel rooms that we have to stay over because all the flight changes . I have never been so upset. No ones cares at sunwing and that the truth.

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23 March 2014 01:03:00 Guest

Since Sunwing started flying they have only ever cancelled 2 flights, and those two cancelled flights happened in the first couple of years the company existed. So I don't think you'rer tell the truth. Sunwing may have lengthy delays, but they never cancel a flight all together. It's interesting reading what folks have said on this blog. Weather delays are my favoirte responce. Lots of arm chair experts on here! Lots of airlines run in a V or W shape. Meaning the aircraft comes in fr om one Western Canadian destination such as Edmonton, flys south, then departs for an eastern destination. Meaning that the weather might be great where you are and where you're flying too, but the weather might be poor wh ere the aircraft. The other thing I love readfing about on here is crew rest. Transport Canada how long a crew can operate without rest. The maximum is 14 hours. After 14 hours Transport Canada states that the crew must rest for a minimum of 10 hours. All airlines run into this issue, this is not something special to Sunwing. As I stated above Sunwong doesn't cancel flights. Both Westjet and Air Canada cancel flights all the time. When your flight is cancelled you may wait up to four days to get an available seat to fly onto your destination which would really wreck your vacation. During the Toronto ice storm this wonter both Air Canada and Westjet cancelled over 60% of there flights while Sunwing cancelled zero flights......get to your vaction late or not go on holiday at all? Guest : my flight was cancelled by sunwing and I was offered a 50 voucher for my next flight ummm 50 bucks when im off of pocket 600 for missing a days work seems fair not what a disgusting offer after talking to a agent they concluded that would be their only offer or they refund me the total flight. nice these guys should open a circus they have enough clowns working for them why not could screw that up could they

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22 March 2014 06:03:00 Guest

Flight 625 was supposed to depart jan 12. 12 hour delay in Cuban airport...we were dicked around by sunwing. Nobody from sunwing showed there face. No vouchers, stores were all closed, no even given water! No communication. Don't try to cheap out with this poor airline. Finally on the flight about to land and told we had to bus it 4 hrs landing in Windsor to Toronto! Bad company

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21 March 2014 05:03:00 Guest

web site misleading on dates requested. They make no effort to show the offerings are different dates then the one you request. Their change date policy even though caused by this bad web site is loose your flight and buy a new ticket at the currrent price. Premium baggage check in at Toronto took 35 minutes

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20 March 2014 04:03:00 Guest

NEVER NEVER AGAIN, just returned from Cayo Coco Cuba, the flight home was a nightmare, checked into the Cuban airport (5 adults two children) at first my boyfriend, my children and I were all seated together the other 3 adults were scattered all over the plane, no big deal, but while waiting in the airport we were called overhead to go see the booking agent, only to find out that they "made a mistake and our seats had already been booked" so now we were all scattered all over the plane, thank god my children ended up sitting with some amazing friendly canadians. I was seated in the very back next to the washrooms,(the flight was from 2am-8am) all night people were walking back and forth and I understand that, but to sit there in the cramped seat, and try to sleep was impossible, as I was kept getting hit by either the staff walking with the carts or passengers. That wasn't as bad as listening ALL NIGHT to the very rude and mean flight attendants laughing and making fun of the passengers, one being a disabled man. When I confronted them on this I was told to put my earphones in. We find out later that our original seats were given to passengers who decided to upgrade last minute, and when our seats were changed we were told no upgrades because of the flight being full. We are very easy going people, and never complain but this was beyond horrible.

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20 March 2014 05:03:00 Ex-customer

Flew Sunwing to Cayo Santa Maria first and last time 2 years ago, minor delay leaving Toronto, 4 hour delay leaving Cuba, no given reason. Last spring a colleague of mine sat in a Cuban airport for 10 hours, was due to leave at 6:00pm, left at 3:00am. One of the stranded passengers made a call to a friend at the Toronto airport and found out a minor delay pushed the inbound crew over their allotted hours so instead of paying extra costs for a replacement crew Sunwing rested the crew and sent them when eligible. Last fall a neighbor and her mother headed to Bahamas for a 5 day getaway with Sunwing. Their early morning left on time but 2 hours into the flight it turned around and headed back to Toronto due to a mechanical issue. Apparently there are no mechanical services in Bahamas? Got to their hotel 11 pm. Just returned from Playa Del Carmen with A/C Rouge, 30 minute delay leaving Cancun, kept us informed, minor lighting issue, great service. During our wait an announcement was made to inform 200 people heading to Montreal on Sunwing that their flight is delayed 2 ½ hours. Not sure when it left. Bill C-459 isnt moving as quickly as it should however the Canadian government has the right target, follow the link www.cbc.ca/news/canada/canada-procrastin...

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20 March 2014 03:03:00 Ex employee

As a past sunwing employee you I saw many irate passengers,and usually with good cause. Cheap,cheap cheap. Sunwing is the cheapest for a reason.as a company the management doesn't give a hoot about customers You get what you pay for. Do yourself a favour and an extra 5 per cent and have a holiday you will enjoy. Choose Anyother airline. Sunwing runs their employees and asses ragged. I work at a competitor now and I love it love it love it.

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17 March 2014 08:03:00 Carol Snowdon

My daughter booked her destination wedding with Sunwing March 8th to 15th at Azul Sensatori in Mexico.. my husband and I were very happy that they chose sunwing because we have always found the company to be outstanding. Unfortunately, I felt I had to let you know it was not the case this time. We flew from Ottawa to Cancun....flight delays totalling seven hours all in total with no weather problems to warrant this. Also, the food offered on both flights was absolutely terrible and pretty well inedible in our opinion. We were travelling with my 90 year old mother which made all of this a little more difficult to endure as we arrived back to Ottawa at 5 a.m in the morning. I know these things happen all the time but we were noticing none of the other airlines had delays. Sunwing, please return to your usual standards or we will not be booking again. Don't like to be a complainer but will have to think twice before flying again with your company.

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17 March 2014 01:03:00 Guest

Recently my girlfriend and I plus one other couple went to punta Cana for new year. We had booked for a wk on a five star hotel and had the champagne trip. When we got there no champagne and even when we called the front desk it never showed up. The first night the food was good but the rest if the wk.the hotel said that they had no sea food, all they said was they had ran out and they will have some tomorrow. Tomorrow never came; even water was hard to get cause it was shipped from some other city. My story is to long to put on this site but I do discourage all my friends from using this airline. Now, I have been trying to reach some one in management but the reps on the phone will not pass my msg to them, ideally i would like to get in touch with the CEO (Colin Hunter or his son)if any one has this info please post it .

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16 March 2014 05:03:00 Guest

Booked my 1st trip to Mexico with Sunwing. The flight was on time and the service on the fight to and from was excellent. No delays and onboard service and staff were great. The tour representative met us outside the airport and was friendly and funny and gave us lots of tips. The "sexy" orange shirts would take us to the resort, would be on the resort to answer our questions and would get us back to the airport. Well as I said he took us to the resort and they were on the resort. They gave us emergency contact information and assured us that we could call anytime which made me feel safer. The orientation was short but gave us good info on taking taxi's and assured us that we would be safe on 5th Ave and gave us more tips. The downside was whenever we had questions about resort offered activities and if they were ok and/or safe to do they didn't know and couldn't help us but we could book one thru them that was supposedly better. On the day we left we went to the lobby and no sunwing representative was there to make sure we got on the van that was sent for us nor was there a representative with the van to take us back to the airport or to meet us outside the airport. I certainly would have been more comfortable had one of the on-site representatives came to us and said there are only 7 of you going so we have a van taking you to the airport. When I am told I will be going with the "orange shirts" I expect to see an "orange shirt" or to be told "yep its safe to go with this guy" If not for the bell-boy at the hotel who assured me it was ok to go with the driver, I probably would not have gone. The fishing trip booked thru the representative was great and the Captain Hook Pirate ship is a must do for any age.

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13 March 2014 01:03:00 Guest

My friend left her new IPAD in her seat on our flight back from Jamaica to Montreal. She was sitting with her family, so there is no way anyone else, could have taken it. Everyone was such in a rush to get off the plane, that only a Sunwing employee could have collected it when they cleaned the aircraft. It has been a week. They are giving her the run around and do not even call back!!!!!!! It was a first time flying SUnwing and last. They had 3 flights arriving in Montego Bay at the exact same time. Obviously it was long and a disaster at the airports. Same thing coming back. Why would they book 3 SUnwing flights to Montego bay, arriving all at once? Retarded. Ottawa, Quebec City and Montreal. Flight was delayed both ways. They are done!

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04 March 2014 09:03:00 Wedding Group for April 2014

Here is my current issue and letter to Sunwing! We have tried to directly to speak with someone but the service we have received is awful..If you are planning a group vacation or even just a trip in general, you may want to re-consider sunwing. Are they the cheapest? maybe. But their service is awful. Please read below: Dear Sunwing (or whom it may concern), We have a wedding trip booked for 60 guests travelling from Ottawa and Toronto next month, set to stay at the Grand Sunset Princess In Mayan Riviera. I am someone that is an avid traveller and have experienced many delays and issues throughout my travels (Yes, Im well aware that these things happen and have always adjusted well to whatever situation I have been faced with) However, in this instance, we have had our group trips booked for over 6 months now. Your idea of good service was to send our agent an EMAIL last week to inform him that our flight from Ottawa had been cancelled. Just Ottawa. Agent to agent, you couldnt have found someone to give him a call? This isnt a trip for 2 guests here. My favorite part was the offer of a 50 dollar credit for our guests. Thats your idea of compensation? Also to note, that guests couldnt even use the credit for this trip, but within the next year, along with your other restrictions of such travel credit. Do you think anyone is overly excited to hop right back on a Sunwing flight right now? Not to mention, I have flown with Sunwing many times, and I know that when you fill out that little form on board, YOU GET THIS CREDIT ANYWAY! How insulting. We have a wedding planned here and now we have to re-route our entire plan. Not just for our guests from Ottawa, but from Toronto too (which you wanted to charge us for) AND our wedding plan, and youre idea of compensation is 50 bucks?! Im sure hardly anyone, if anyone, will even use this anyway. We even tried to request a bus to get our guests to the next closest airport to leave that same day, which was also denied. I can imagine what an inconvenience a bus cost would be for you. We too, were all thrilled to hop on a bus and add extra hours to our travel. Im well aware that you are a large company and deal with thousands of people each year. Youve let us know that we are just 60 people, in the big comparison of things. Thanks Sunwing, I know we arent bringing in billions with our little group but we are still customers and deserve to be treated with some respect. Prior to this I have never had a complaint with Sunwing. I have always enjoyed your flights, I found your staff to be friendly and aside from a few delays (which just happens in travel), I have had a good experience. Unfortunately, in this circumstance its your back staff that have been an embarrassing example to your company. They are unfriendly, not helpful and simply dont have the time to speak with us. Our wedding is 1 month away and we still are unsure of our travel plan, wedding plan and we havent been able to tell our guests what is happening. As someone that has worked in customer service most of my life, Im sure it is not YOU, the person reading this email, that has caused this problem for us, and for that I apologize that you have to read this. I can only imagine the overwhelming number of complaints you receive in a day. But I do hope this letter can reach the appropriate person as I am disgusted with the way Sunwing has treated us throughout this situation. I am hopeful that we can come to a reasonable solution and some sort of compensation for this issue. Thank you for your time, xxxx xxxxxx

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03 March 2014 02:03:00 Not happy

Never would we fly with Sun Wing again , we had booked a direct flight then in the last 24hrs before we left they change our flight home to leaveing the resort an hour early and we had to stop in Calgary and then to Vancouver the flight was to be six hours ended up sitting on cramped plane for eight the whole ride was very bumpy never had that before on other planes The staff was busy talking about their own lives and complaining of what the other crew didn't do and we couldn't land cause of fog one of the staff was saying out load about how we were going to have to go land in Seatle this is two in the morning ,..?,.&$/f not what I wanted to hear Sun Wing you suck

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02 March 2014 04:03:00 Guest

Couple of other little tidbits. We were sold a seven day vacation. We arrived late 0030 and had to be on the return bus at 0715 6 days later(before breakfast). Sunwing should be really scrutinized for their fraudulent advertising. Cigs bought at the duty free may not be duty (tax) free. Customs dinged me $21.03 (health tax) per carton.

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02 March 2014 03:03:00 Guest

Drove 100K to airport and arrived 3 hours before boarding only to stand in line for 7 hours. No Sunwing employees there to check us in. It feel on A/C employee to manually check everyone in (200). Passports had to be photo copied for verification. Seat allocation had to wait for everyone to pass security. Once we were all seated the was another verification delay and manually logging in all 200 passengers. Total incompetence. We arrived in Varadero at 11:30PM resort an hour later. 4 hours late. The on board meal serve was embarrassing. How they retain their license is bewildering.

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01 March 2014 09:03:00 GG

Sunwing Ottawa to Varadero delayed leaving and returning. Awful service, no reason for it when every other flight is on time. This is not our frist time with Sunwing and always the same. Never again and will let all my friends and relatives never to use SUNWING AIRLINE from Ottawa, Ontario .

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01 March 2014 09:03:00 Guest

Jeff : On Jan. 9, my girlfriend and I were supposed to depart at 4:25 PM to the Casa Marina Beach Resort.... This was a good time for us to allow us to arrive at the hotel by 10:00 PM. Instead, the flight (WG416) kept getting delayed throughout the day. To be exact, the flight was delayed four different times (fr om 4:25 PM to 5:25 PM, 5:25 PM to 6:30 PM, 6:30 PM to 7:30 PM with a departure close to 9:00 PM!) My girlfriend and I booked the day off work when we easily could of gone into work. We checked the Ottawa International Airport website and it provided us with conflicting information and times in comparison to Sunwing.ca. We finally arrived at our hotel after 2:30 AM in the morning. There appeared to be a prostitution scandal taking place in Sosua as our hotel was pretty much in the middle of this town and did not feel safe arriving so late in the night. Once we arrived to the hotel check-in, there was no staff to assist us (Eliesar was our rep and could not be reached throughout the first few days of our trip) and we got lost for an additional 30 minutes trying to find out room. Our first full day was spent exhausted and frustrated. On our final day before checking out at 12:00 PM, we once again find out that we are delayed. Again, our rep was NO WH ERE to be found nor could we reach him. We were also informed by the staff at the Casa Marina that we would be charged to keep our room (extended check-out) which is completely ridiculous since the delay was through Sunwing and out of our control. Instead of arriving in Ottawa just after 2 AM, we arrived close to 5:30 AM. It's one thing returning in the middle of the night but going both ways is unacceptable. My girlfriend and I are extremely disappointed with the customer service Sunwing had provided us with. We spoke to various couples at our resort and they all shared the same frustration as we do. I have traveled with Sunwing various times in the past and have never had close to the bad experience I recently had. This vacation was supposed to be a Christmas present for my girlfriend but instead, turned out to be a nightmare from hell. I will not ever be using Sunwing again nor be advising my family members and friends to use them. In addition to all the issues mentioned above with Sunwing, the pictures for the Casa Marin Beach Resort are completely deceiving. We had to switch rooms 4 times due to bed bugs, along with toilets not functioning, smoke in vents, a/c broken, sheets dirty with bugs as mentioned above, flit-thy floors, etc. I have also received several bites on my body from the bed bugs/flees that were in our beds. Guest : Sunwing Ottawa to Cayo Coco delayed leaving and returning. Awful service, no reason for it when every other flight is on time.

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28 February 2014 09:02:00 Jeff

On Jan. 9, my girlfriend and I were supposed to depart at 4:25 PM to the Casa Marina Beach Resort.... This was a good time for us to allow us to arrive at the hotel by 10:00 PM. Instead, the flight (WG416) kept getting delayed throughout the day. To be exact, the flight was delayed four different times (fr om 4:25 PM to 5:25 PM, 5:25 PM to 6:30 PM, 6:30 PM to 7:30 PM with a departure close to 9:00 PM!) My girlfriend and I booked the day off work when we easily could of gone into work. We checked the Ottawa International Airport website and it provided us with conflicting information and times in comparison to Sunwing.ca. We finally arrived at our hotel after 2:30 AM in the morning. There appeared to be a prostitution scandal taking place in Sosua as our hotel was pretty much in the middle of this town and did not feel safe arriving so late in the night. Once we arrived to the hotel check-in, there was no staff to assist us (Eliesar was our rep and could not be reached throughout the first few days of our trip) and we got lost for an additional 30 minutes trying to find out room. Our first full day was spent exhausted and frustrated. On our final day before checking out at 12:00 PM, we once again find out that we are delayed. Again, our rep was NO WH ERE to be found nor could we reach him. We were also informed by the staff at the Casa Marina that we would be charged to keep our room (extended check-out) which is completely ridiculous since the delay was through Sunwing and out of our control. Instead of arriving in Ottawa just after 2 AM, we arrived close to 5:30 AM. It's one thing returning in the middle of the night but going both ways is unacceptable. My girlfriend and I are extremely disappointed with the customer service Sunwing had provided us with. We spoke to various couples at our resort and they all shared the same frustration as we do. I have traveled with Sunwing various times in the past and have never had close to the bad experience I recently had. This vacation was supposed to be a Christmas present for my girlfriend but instead, turned out to be a nightmare from hell. I will not ever be using Sunwing again nor be advising my family members and friends to use them. In addition to all the issues mentioned above with Sunwing, the pictures for the Casa Marin Beach Resort are completely deceiving. We had to switch rooms 4 times due to bed bugs, along with toilets not functioning, smoke in vents, a/c broken, sheets dirty with bugs as mentioned above, flit-thy floors, etc. I have also received several bites on my body from the bed bugs/flees that were in our beds.

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28 February 2014 03:02:00 Lise Campeau

I had problems with the Sunwing agents that sold us excursions in Riviera Maya. They are really polite when selling them but when a problem arose that Sunwing agent didn't mention then they weren't so polite. We booked a Jeep Safari that the agent told us that it was a roller coaster ride but what he forgot to tell us it was Large Pothole ride. You would avoid one pot hole and hit 3. It was so awful and we were sore all over cause this ride took over 1 hour to go and come back. They never told us that the Jeeps were standard transmission and I hadn't driven a standard since 40 years ago. We were promised to see Crocodiles only to have a staff member fr om the hotel say that there are no crocs wh ere we went. We had to drive in traffic not knowing the laws of the road in Mexico it was scary. We got lost and had to find our own way back. The guide that was suppose to be behind us was there before us. We complained and they had me write a letter stating everything that went wrong. The Jeep Safari did give us a bottle of tequilla each couple and each a sweater but Sunwing was the one that had provided the wrong info and had omitted some they offered nothing. I couldn't believe it. Once they have our money they don't care what happens. It is our last time with Sunwing also and friends and relatives are encouraged by us to take another carrier. If only they would address these complaints but guess they like the bad publicity. We are going to Jamaica next year and you can be sure it will be West Jet, Air Transat or Air Canada.

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28 February 2014 01:02:00 Guest

Sunwing Ottawa to Cayo Coco delayed leaving and returning. Awful service, no reason for it when every other flight is on time.

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27 February 2014 06:02:00 Guest

Correction to previous comment about experience at Ottawa airport Feb 16/14- should read "what a * of resources". I did not swear here!

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27 February 2014 06:02:00 Guest

Feb 2013- nightmare trip with Sunwing Ottawa to Cayo Santa Maria. Lost one full night of vacation due to delay, return trip delayed also. Weather not an issue. Basically blown off by Sunwing customer service on return. Fast forward to Feb 16/14- return trip to CSM with another company. We are departing ON TIME but guess who is at the adjacent gate? Irate Sunwing customers being told that their already delayed (several hours) flight to Montego Bay will not be leaving til the next morning- "go home". As their voices were raised i said to my kids- just watch- the police will be called. Sure enough within a few minutes the Ottawa police arrived- what a * of resources because Sunwing cannot get their act together. The message- do not get burned by Sunwing. This scenerio is consistent for Sunwing. By the way the competitors return flight was also on time! Very satisfied Canjet customer.

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27 February 2014 05:02:00 Veronika McGinnis

HELLO SUNWING I NEED MY LUGGAGE BACK, I WAS ON FLIGHT WG 697 FROM CUBA TO EDMONTON, I NEED MY LUGGAGE YOU LOST, NO ONE RESPONDS TO ME, NO ONE TELLS ME ANYTHING, PLEASE CALL ME. ITS BEEN 11 DAYS NOW, I NEED ANSWERS OR COMPENSATIONS! CALL ME AT 780 293 6429 NUMBER ON MY TAGGED SUITCASE IS XH335687 THANK YOU

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26 February 2014 09:02:00 Boudreault

Very bad experience! Plane was delayed 4 hours to go (Ottawa to Cacun Feb. 1 2014) what was supposed to to be 2 weeks vacation ended up earlier for me, since the pizza on plane made me sick. (2) days after, I was hospitalized. Dr confirmed another person had same thing as me (pizza on flight with Sunwing). Had to be on a special diet, felt weak and sick even with the meds. Bought another ticket and flew back home after 9 days of this....Sunwing charged me for another luggage since I was no longer flying Elite style. Plane was delayed 30 minutes. My family came back the following Sat. They had to wait more than 10 hours at airport! They tried to sleep on chairs and floor...it was very cold and no Sunwing Rep? Never again!

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26 February 2014 04:02:00 Sue

Cathy you are correct, Sunwing should honor the price that was posted on their site...that is the law. I hope you are able to come to a resolution. I am currently in the middle of my own dispute with Sunwing. I am frustrated by Sunwing's blatant disregard for their customers. You stated it perfectly, Sunwing would rather lose customers than take a loss. This needs to get to the media...enough is enough!

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25 February 2014 10:02:00 Cathy

I am honestly truly * and frustrated by the lack of customer service Sunwing offers their customers - and not just first time customers, but long time customers who belong to the friends and family group. I book all my trips threw them, even after hearing about all the bad rap they have been getting lately about the resort in the Bahamas www.torontosun.com/2014/02/21/canadians-... , I still decided to book with them. Why?!?! Monday February 24, 2014 I was on Sunwings site searching for a vacation for my husband and I to go on in May and the trip to the Melia Las Antillas in Varadero Cuba was posted at $343.10 + $315 tax = $658.10 - great deal. I booked the trip, got the email confirmation and thought I was set. Until around 4:30pm we get a message from a customer service rep stating that there was a glitch in their system and that the trip I booked would not work. This to me doesn't make any sense. I call them and after being on hold for 30+ minutes I finally got a live person. She starts to tell me that I have 3 options: 1. Cancel for full refund. 2. Go to Memories Varadero or 3. Pay additional $520 per person to stay at Melia Las Antillas. None of these options work as this glitch was not my fault and I believe Sunwing should honour their price - as it was their mistake, NOT MINE!!! Not wanting to deal with this rep. I ask to speak to a manager. She now tells me I belong to the Friends & Family department that she can't do anything but transfer me there (even after I told her I belonged to Friends & Family you think she would have told me right from the beginning she couldn't do anything, but instead she decided to * another 20 minutes of mine.) I get transferred to the Friends & Family department and after being on hold for 10 minutes, the rep there tells me the same thing. I then tell her I want to instead stay at the Memories Varadero and she tells me there will be an additional charge of $440 per person. This was not stated from the first rep. Story keeps changing. I ask to speak to a manager. No managers on site until the next day but they transferred me to the Customer Care Department. The girl there totally agreed with me that Sunwing should honour their price as it was their mistake, but again she couldn't do anything about it without a managers approval. She assured me she would talk to the manager in the morning and call me back with a solution. I just got the call back this morning, and there was no solution. I'm disappointed that each time I asked to speak to a manager there was never anyone available. They would rather lose customers, then take the loss - it was their mistake to begin with. Here is a little something I found on Sunwings site; Q: Why is there a discrepancy between the advertised price and the price shown in Step 4 of the booking process? A: Occasionally there may be a discrepancy if the shopping or initial pages are being updated. The correct price will display in Step 4 and applied for your payment I made it past step 4, I got an email confirmation on my total price of $1316.20 being charged to my credit card - so how can they now tell me its not valid???? Needless to say I will no longer book with Sunwing and I will forever tell anyone I encounter about the ordeal this company has caused me. If you agree that Sunwing should be responsible for their mistake, help make this go viral and please share. Thanks

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24 February 2014 05:02:00 Judy

Guest : On Feb. 18/ 2014 we were leaving Cuba at 5, get on the plane all is going great. 11:45 we land in Calgary, to which we go through the motions, get to the carrousel and no baggage, only a few sel ect people got theirs. After 20 minutes of sitting by the carrousel the baggage servers finally called us over to tell us that all our luggage was MAYBE in Vancouver. (Let me remind you this is now after midnight). No one told us that our luggage was not on the plane till an hour after we arrived at the airport in Calgary. It would have been nice to know before leaving Cuba. (For example if it did end up in Vancouver which is a highly MAYBE, we could have got my boyfriends parents to pick it up and ship via Purolator to us and then I would have sent the bill to Sunwing). All the baggage people could tell us was nothing. So Wednesday morning comes and I am on the phone with Sunwing all morning. They tell me I need to speak with baggage. We called them three times left three voicemails and no answer back. Call again to Sunwing this time they send an email APPARENTLY to baggage again no answer back. Call again this morning to Sunwing to talk with manager that I was giving the info for conveniently he is not in the office. Call back to Sunwing again all I get is "I don't know", one girl actually said" we don't have tracking on baggage" like what is the caliber of people that are hired by Sunwing? All I want to know is where is my luggage and is it safe? I feel like I will never see my luggage again. All they do is LIE and CHEAT their way out of helping customers when things go wrong! BUYER BEWARE!!!!! I was also told that "Well maybe you shouldn't have taken all your makeup with you" we were going for a wedding I use three things for makeup and they can not be taken on carry on and this is the snarky attitude i get fr om the girl at Sunwing. I need my makeup for WORK!!!! Again i was told today that an email was sent APPARENTLY, again no answer. Sunwing is useless. Not only that but we booked all inclusive vacations for this wedding and some of the reservations weren't even at the resort or not sent to the resort by Sunwing, the people with us were very upset especially since we are in CUBA far fr om anything or any town on the North end and this is what we get! Sunwing is AWFUL!!!!!!!!!!!!! When I ask to go through the chain of communication to the Office of the President I do not even get any information instead I get the ring around wh ere Sunwing employees are blaming ME for MY LOST LUGGAGE THAT SUNWING LOST!!!!! I have played phone tag with Sunwing I have been put through the ringer and have spoken with multiple people who can't seem to help one bit! Also, on the plane rides they did not have enough food for all the passengers, instead they gave the back of the plane (at least 50 people) cold cardboard pizza which was DISGUSTING! I guess we shouldn't ask for much they can't even figure out how many people a plane holds for the amount of meals that are needed. I think this is a W5 EPISODE WAITING TO HAPPEN!

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23 February 2014 10:02:00 NP

Sunwing won't honour price drop guarantee . Our ticket shows proof that we enrolled. Price dropped by $1000 for our family of 4 to Montego Bay. They refuse to take any phone calls, or reply to emails. What can a consumer do about this? Also we were delayed over 9 hours on take off Jan 18, 2014 then again upon return....all in good weather conditions. We paid $1000 per day for this trip and lost a whole day and we were only offered $75 voucher to use with Sunwing ....NOT FAIR! Shame on you a Sunwing!

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22 February 2014 08:02:00 Sue

Sorry, to here. I also blame the agents for selling these vacations for Sunwing. We ran in to the same issues a more than five years ago. MAY I suggest GET A NEW AGENT!!!

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22 February 2014 08:02:00 Guest

Sorry, to here. I also blame the agents for selling these vacations for Sunwing. We ran in to the same issues a more than five years ago. MAY I suggest GET A NEW AGENT!!!

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22 February 2014 04:02:00 david

Scheduled to fly out of Santa Maria Cuba to Ottawa at 3pm, and delayed for almost 12 hours to 2:30 am.. Frustrating as we chose this vacation based on the flight times which would work for small children. Travel at night is exactly what we wanted to avoid but ended up with!!! On the positive they notified us early enough to let us stay at resort till new bus pick up time..., but we did have pay to extend the room time. Strangely the plane that ended up coming to get us had a british flag on it and pilot had a british accent?d were they short on planes and wait for one to come from europe?

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21 February 2014 09:02:00 Guest

On Feb. 18/ 2014 we were leaving Cuba at 5, get on the plane all is going great. 11:45 we land in Calgary, to which we go through the motions, get to the carrousel and no baggage, only a few sel ect people got theirs. After 20 minutes of sitting by the carrousel the baggage servers finally called us over to tell us that all our luggage was MAYBE in Vancouver. (Let me remind you this is now after midnight). No one told us that our luggage was not on the plane till an hour after we arrived at the airport in Calgary. It would have been nice to know before leaving Cuba. (For example if it did end up in Vancouver which is a highly MAYBE, we could have got my boyfriends parents to pick it up and ship via Purolator to us and then I would have sent the bill to Sunwing). All the baggage people could tell us was nothing. So Wednesday morning comes and I am on the phone with Sunwing all morning. They tell me I need to speak with baggage. We called them three times left three voicemails and no answer back. Call again to Sunwing this time they send an email APPARENTLY to baggage again no answer back. Call again this morning to Sunwing to talk with manager that I was giving the info for conveniently he is not in the office. Call back to Sunwing again all I get is "I don't know", one girl actually said" we don't have tracking on baggage" like what is the caliber of people that are hired by Sunwing? All I want to know is where is my luggage and is it safe? I feel like I will never see my luggage again. All they do is LIE and CHEAT their way out of helping customers when things go wrong! BUYER BEWARE!!!!! I was also told that "Well maybe you shouldn't have taken all your makeup with you" we were going for a wedding I use three things for makeup and they can not be taken on carry on and this is the snarky attitude i get fr om the girl at Sunwing. I need my makeup for WORK!!!! Again i was told today that an email was sent APPARENTLY, again no answer. Sunwing is useless. Not only that but we booked all inclusive vacations for this wedding and some of the reservations weren't even at the resort or not sent to the resort by Sunwing, the people with us were very upset especially since we are in CUBA far fr om anything or any town on the North end and this is what we get! Sunwing is AWFUL!!!!!!!!!!!!! When I ask to go through the chain of communication to the Office of the President I do not even get any information instead I get the ring around wh ere Sunwing employees are blaming ME for MY LOST LUGGAGE THAT SUNWING LOST!!!!! I have played phone tag with Sunwing I have been put through the ringer and have spoken with multiple people who can't seem to help one bit! Also, on the plane rides they did not have enough food for all the passengers, instead they gave the back of the plane (at least 50 people) cold cardboard pizza which was DISGUSTING! I guess we shouldn't ask for much they can't even figure out how many people a plane holds for the amount of meals that are needed. I think this is a W5 EPISODE WAITING TO HAPPEN!

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21 February 2014 08:02:00 Neil Byers

Why do you hide under the name SKYTRAX I flew with you in Jan of this year and never again, You leave your costermers stranded

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21 February 2014 08:02:00 Neil Byers

Why do you hide under the name SKYTRAX I flew with you in Jan of this year and never again

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20 February 2014 09:02:00 shawn

Went to Cuba Feb.11 to Feb 18 .worst trip ever. It was at blau marina in varadero .got in at ten pm and no room ready till two am.tub was cracked which flooded the bathroom every shower and they wouldn't do anything about it.ants in my bed and they still did nothing.rats on my balcony ,bird feces on chairs in restaurant,an hour wait to get a menu to eat food that no human should have to endure ,the food was disgusting,had to eat bread for a week and that's no exaggeration.the a !a cart told me what I was eating I had no option or choice.the service was poor .no good alcohol, if u wanted premium you had to pay.I paid 2200 dollars for all inclusive resort and didn't get it ,biggest * of money ever ....

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19 February 2014 01:02:00 Guest

I'd rather walk : Sunwing is an incredible disappointment, what a disgusting joke of an airline. The old saying "you get what you pay for" doesn't do justice considering the FACTS. I flew to Orlando on Feb 8th, 1 hour delay but great weather in Ottawa for flying. Flew back to Ottawa on Feb 15th on a flight that was scheduled to leave at 11:15 am but didn't leave until about 10:00 PM!! extremely poor communication out of Sunwing, I felt really bad for the parents with small children ( there were LOTS of them ). No weather issues for either flight just "technical" issues, I guess they had to go to Home Depot and get another case of duct tape and some bubble gum at the corner store. For our troubles? We got a $75 credit towards another flight, what a joke, I'll never fly on that crappy airline again. Speaking of crappy ......... That $75 credit I got was printed on a regular sized piece of paper so when I got home I ripped it in half and used it to wipe my * as I passed the " 3 cheese pizza rectangle slice" that I force fed myself at 33,000 feet. I flushed the toilet 3 times in honour of the 3 cheese pizza/cardboard slice plus I wanted to make sure that $75 credit headed completely to the sewer where it belonged. We were on the same flights ... what got me more was when the pilot came on and said the plane was traveling at 80 % the speed of Mach 1 on our return flight. It was also traveling higher than normal and was being rerouted in-flight to get us into Ottawa before the 1 a.m. cut off time. Flight down = 3 hours and 45 minutes. Flight home = 2 hours and 10 minutes. Was our safety ever in jeopardy because Sunwing screwed up all day and didn't want to spring for hotel rooms?? Wasn't this plane grounded all day due to technical difficulties. I am flabbergasted and still scared.

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