Business Profile

Tour Operators

Sunwing Vacations Inc

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Tour Operators.

Important information

Customer Complaint:
Due to the volume of complaints received, BBB is publishing the details (text) of 50% of complaints as a representative sample.

Complaints

This profile includes complaints for Sunwing Vacations Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

189 total complaints in the last 3 years.
53 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/07/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Sunwing displayed a travel package for the Dominican Republic with a public price of $19,999 per person, which is entirely misleading and false. After being contacted, they acknowledged it was a system error but took no steps to resolve the issue or offer compensation for the misleading information.

This pricing was visible to the public and shared widely, leading to consumer confusion. * ******* **** ******** *********** *********** *** ****** ** ************ ** ********* ********** * ** ****
Business Response
Date: 07/07/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 07/07/2025

Complaint: ********

I am rejecting this response because:

Thank you for your message. However, Sunwing’s response continues to avoid addressing the real issue: a clearly false and misleading rate of $19,999 per person was shown publicly on your site for a Dominican Republic hotel package.

I provided screenshots, and your own agent acknowledged it was a system error. Whether it was later corrected or not is irrelevant — customers should not be shown false rates, and I was embarrassed after sharing this misleading deal while planning a group trip.

Sunwing’s refusal to offer even a symbolic resolution (such as a travel voucher or credit) shows a lack of accountability and respect for customers.

Business Response
Date: 14/07/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 16/07/2025

Complaint: ********

I am rejecting this response because:
Sunwing continues to avoid the core of my complaint.
My original concern was not about the $1515 rate, but rather the clearly false and misleading price of $19,999 per person that was shown publicly on their website for a package to the Dominican Republic. Their own representative admitted this was a system error.
I shared this deal with others while planning a group trip, and it caused confusion and embarrassment. Despite acknowledging the error, Sunwing refuses to offer even basic compensation or goodwill, and now attempts to shut down the complaint publicly.
This is a disappointing customer service experience, and I am escalating the matter through consumer protection agencies and public review platforms so other customers are aware.

Sincerely,

***** **********
Business Response
Date: 21/07/2025
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:09/06/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In March of 2025 we went on a 1 week vacation to Cancun Mexico. I wanted to take my son on a fishing charter. I sat down with ***** *****. That is owned and operated by sunwing. We discussed and booked a package based on our needs and budget. We settled on a 4 hour fishing charter. I specifically asked the tour operator if the four hour fishing charter included the travel time from port to the fishing grounds. I was assured that the travel time wasn’t included and once we arrived at the fishing location our 4 hours would begin.
The day of our fishing charter had arrived and we arrived at the dock and filled out all necessary documentation and boarded the boat. About 500 meters from shore the captain stopped the boat and told us that 4 hours wasn’t going to be enough time to complete the fishing charter as the fishing grounds were 1 hour out and one hour back. I told the captain that ***** ***** had told me/ assured me that the travel time out to the fishing location wasn’t included. The captain told us we were out of luck(not in those words) then shook us down for another 150 USD. And threatened to take us back to shore. Without refund. I felt we have no choice but to agree. The captain wasn’t happy about me voicing my concerns about fraud. We continued out to the fishing grounds. About 1km offshore the captain said that they needed to stop and fish for bait. For 1 hour we bobbed around in the roughest water and watched the crew fish for bait. We were not allowed to fish and had to sit and watch to the point where one of our group members became sea sick. (An intentional act). Because the bait should have been aboard the boat already. Because of the sea sickness we could not continue on with the fishing charter and asked to be brought back to shore. Approx 1 hr late we arrived back at shore and returned to the hotel. I filed a. Complaint with sunwing and ***** ***** and after a couple of months was denied compensation with no explanation.
Business Response
Date: 09/06/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 09/06/2025

Complaint: ********

I am rejecting this response because:

I have already dealt with sunwing post travel complaints. They denied compensation from ***** ***** through sunwing. I was denied compensation with no explanation. ***** ***** a third party company who operates under sunwing vacations ********* ***** ** ******* * ******** ********* ***** ***** *********

Sincerely,

****** *******
Business Response
Date: 10/06/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 10/06/2025

Complaint: ********

I am rejecting this response because:

Again. As explained multiple times times only to fall on deaf ears. When I booked this fishing charter while I was on the resort. The first charter I booked prior to arriving to Cancun I cancelled due to bad weather. I sat down with ***** ***** while at *** ******* and booked another fishing charter. It was here that a representative from ***** ***** provide me with false information when I specifically asked if the travel time was included in the four hour fishing charter. His response was that “travel was not included”. If I was given the correct information at the time I would have choose something else or cancelled altogether. Sincerely,

****** *******
Business Response
Date: 13/06/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 13/06/2025

Complaint: ********

I am rejecting this response because:

So who owns and operates ***** *****. If not sunwing. The vacation excursions were booked through the sunwing vacations App. Who should I be filing a complaint to then?

Sincerely,

****** *******
Business Response
Date: 17/06/2025
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:29/05/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Transaction - May 22, 2025
I wanted to buy a vacation in the resort "***** **** ******** ******" in Punta Cana, Dominican Republic. There are 2 - TWO resorts there with SIMILAR names: "***** **** ********" and "***** **** ******** ******". I had vacations in both in the past and I know BOTH very well. ***** **** ******** is a lower quality, therefore, I did not have any intention to buy it, I wanted to buy ***** **** ******** ******. With the word DELUXE. Online they wrote on the SAME line "***** **** ******** Deluxe Room". After I had paid I received the receipt where there are 2 different lines: "***** **** ********" on one line and "Deluxe Suite" on a different line. And the money is non-refundable. After I had paid I got the receipt ********** and realized that they had sold me the worse quality resort. I called them, my wife ****** called them. They say that nothing can be changed, the money is not refundable and I cannot upgrade for a reasonable fee to any other resort. I do agree to upgrade for a reasonable fee to the resort I like. I have been there a few times. They are now just ignoring us and last time my wife called them was today at around 3 pm. They are not solving the problem. They are ignoring us. In the process of purchase the word "Deluxe" was on the same line with ***** **** ********. It was "***** **** ******** Deluxe Room". AFTER we had paid we saw "Deluxe Suite" on a different LINE and understood that they had ******* **. It is a deceptive advertising. Please, contact them ASAP. I either need to get my money back or be upgraded to the resort of a higher quality and they have transcripts of our conversations. *** ******* ** ********. Thank you. I would not have bought this resort, because I KNOW IT. I was there. I wanted to buy the DELUXE - better quality. I know BOTH ***** **** ******** AND ***** **** ******** Deluxe. They merged the word Deluxe and created a false meaning which is deceptive advertising.
Business Response
Date: 03/06/2025
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:21/05/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Complaint: Vacation Disrupted — Selective Compensation by Sunwing

My family and I booked a vacation with Sunwing, scheduled to begin on the morning of December 24. This trip was especially meaningful as it was meant to celebrate my wife’s birthday on December 25, as well as Christmas and New Year’s together.

Due to last-minute changes by Sunwing — with no prior notice or explanation — we (4 people: my wife, 2 kids and myself) lost two days of our trip. My wife spent her birthday in a taxi, at the airport, and on delayed flights and buses. We only arrived at the hotel near midnight on December 25, when all restaurants were closed. The day was completely ruined for her.

What’s most frustrating is that we later learned that some other passengers in the exact same situation did receive financial compensation from Sunwing — while we did not. There was no clear explanation of who was compensated or why, and the process appears unfair and inconsistent.

I am requesting fair compensation for the two lost vacation days and ask that Sunwing treat all affected passengers equally and transparently. I hope the company takes responsibility and offers a reasonable resolution.
Business Response
Date: 22/05/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 05/06/2025

Complaint: ********

I am rejecting this response because:

Sincerely,

********* **********
Business Response
Date: 13/06/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 16/06/2025
Complaint: ********

I am rejecting this response because:
1. Rescheduling the trip was not a viable option. The vacation was planned specifically for the Christmas and New Year period, when all our family members had time off. It was also my wife's birthday on December 25. The trip only made sense during those particular dates.
2. A refund was also not a meaningful solution. We had purchased the tickets months in advance, and the updates from the company came very close to the holiday period, when most travel options were sold out or significantly more expensive.
Given this, the only reasonable option was to proceed with the trip—although it was shortened by two days. We believe that the cost of those two lost days should be refunded. Originally, the trip was supposed to be 10 days long, so losing 2 days represents a 20% reduction. We feel that a 20% refund would be fair and straightforward.
We are very disappointed that the company has been avoiding this reasonable resolution, and we hope you can help us.

Sincerely,

********* **********
Business Response
Date: 16/06/2025
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:16/04/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This is regarding the trip from Toronto to Punta Cana

Transaction date: November 6th

TOTAL : $3,110

Me and my friend bought an all inclusive trip Plane + Resort. We encountered many problems including
- Our transfer from Punta Cana Airport to *** ***** ****** was not there when we got to the airport we were told by staff they left and instead had to pay over $200 CAD for a taxi. This is something we paid for and was not provided.
- At their resort partner we both suffered food poisoning which made us both sick and a bunch of other people at the resort for most of our trip.
-The original room we ordered was a deluxe room which we were not put in as they weren’t available, tv in the room was broken and many cleanliness issues.
-Our room lock malfunctioned multiple times including middle of the night which we had to walk all the way to the main resort area and get somebody to come and wait in the dark for more than an hour each time.
-***** ************ **** **** **** **** ** **** ********* ** *******
-***** ***** **** ** ** ** **** ***** ** **** **** *** ******* *** ***** ***** ***** *** ******* *** ********** **** *** ** ** ***** ** ** ***** *** *** *** **** ** ****** *** ******** *** ****** ******* * ******

Sunwing was reported about this throughout the trip and even after and all they offered me was a $400 voucher which i declined. I also filled a chargeback which they couldn’t dispute since it was a vacation package and the flight and hotel are in one transaction.

I’m asking for a partial refund of just the hotel costs we will gladly pay for the flights but we don’t feel like the hotel should be paid as many issues that occurred during the stay that were reported to Sunwing throughout the trip and it’s not like Canada it’s a much different place and having those happen to your vacation especially as 2 18 year olds is scary and should be compensated for all inconvenience as the package was bought from Sunwing and *** is your hotel partner.
Business Response
Date: 17/04/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 02/05/2025

Complaint: ********

I am rejecting this response because the company had failed to respond to my emails and calls properly **** **** ** ****** *** **** ******* *** ******* *** ******* ***** ** ***** ***** ******* ******** and failed all agreements to their terms of conditions regarding behaviour on resort property. They failed to provide us a connection which was paid for as part of the package (service not received) from the airport to the hotel. Unacceptable issues and not even getting the right room type at their hotel. I don’t understand why even a partial refund won’t be given. I wish they can provide further travel credits for me and my friend ***** who also was travelling with me. We will give sunwing another chance and book with them very soon, if they can provide travel credits.

Sincerely,

***** ******
Business Response
Date: 05/05/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 06/05/2025

Complaint: ********

I am rejecting this response because this is unacceptable to only provide $200 travel credit each. When a serious issue like that is occurring in your hotels. I really hope Sunwing can reconsider and try giving more especially to 2 guests who are coming back. It is very sad that issues like that are still happening from years ago now.

Sincerely,

***** ******
Business Response
Date: 06/05/2025
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:20/03/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Booked a vacation package online with sunwing.ca for an all-inclusive resort package flying from Regina to Cancun, Mexico and staying at *** ********* ******* **** for 7 days. We paid EXTRA for an upgraded room (premium deluxe room) as it stated it comes with 1 king bed or 2 QUEEN beds. Upon arrival, and seeing our room the beds were NOT queen beds but 2 DOUBLE (FULL) beds only. They attempted to upgrade us to a family room (king bed with single bunk beds) but given my kids are very young it is not safe for them to sleep in bunk beds. We requested we wanted the two queen beds that we reserved to hotel management. After many days of talking to various people and ***** *** *** ****** *** finding out the hotel does not have QUEEN beds in any of the resort rooms we resolved to message sunwing customer service upon our return to resolve **** ****** ** ******** ** ********** *********** *** mis-representing the room. After weeks and back and forth emails they said that hotel management insists the rooms were two queen beds they sided with the hotel and said they could do nothing for us. We measured the beds *** *** * ***** ******** ** ****** **** **** ****** they were not queen size beds. If you do an online search of this resorts online website or other travel agencies they all state that the room we paid for comes with 1 king or 2 double beds and for some reason sunwing's website states the opposite. Given we only did this investigative work after returning and were not aware of this previous to booking. We are seeking restitution from sunwing regarding this. * **** *********** ** ***** ******* **** *** ********** *********** *** ** ***** *** ** *******
Business Response
Date: 21/03/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 21/03/2025

Complaint: ********

I am rejecting this response because: *** ****** ** ***** ***** *** **** ** ***** ***** Their internet sites shows otherwise along with conversations we had with staff while we were there. We did talk to staff regarding this along with Sunwing representatives while we were there. **** **** ********* *** ********* **** ** *********** *** ***** ******** ** ********* **** *** ****** ** *** **** ** *** ***** * **** ******** *********** ** **** *** ******* ******* **** *********** ******* *** **** ** *** **** *** *** **** ** **** ** ******** ***** ** *** **** *********** **** *** ** ***** ** ***** ***** **** ** ******** ***** * ** **** ********* * ****** **** ** ********* ******* ***** ** ******* *** ********** *********** ********* *** *** ******

Sincerely,

***** ******
Business Response
Date: 24/03/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 28/03/2025

Complaint: ********

I am rejecting this response because: false advertising* ********** *********** and misrepresentation.

Sincerely,

***** ******
Business Response
Date: 01/04/2025
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:16/10/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a COVID credit at Sunwing vacations that I have repeatedly tried to use and am unable to get in contact with anyone in order to use the credit after numerous attempts. I would like either a refund for the amount or a credit with a usable code that I can use on my own when booking as previous attempts to contact anyone to use the credit went unanswered. This has taken me so long as I tried multiple times first to go through Sunwing, **** * *** * ***** **** ****** *** *** ****** ** **** ************* *** ********
Business Response
Date: 16/10/2024
The business responded to this complaint but requested that their response not be published.

Customer Answer
Date: 17/10/2024

Complaint: ********

I am rejecting this response because: I have continually attempted to contact the company to use my credit with zero response. This has continued since 2020. I would like a refund so I can use my money elsewhere. *** ********** **************

Sincerely,

**** ********
Business Response
Date: 28/10/2024
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:05/04/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
*** ***** ******* **** ***** ***** from Sun, 12 Mar 2023. Throughout our stay, we encountered significant food shortages on a daily basis. Basic food items such as milk, chicken and beef were consistently unavailable. Even simple condiments like salt, pepper, oil, and vinegar were missing, which greatly impacted our dining experience. We were also faced with a shortage of toilet paper, a basic necessity that was not readily available. On some days, there was a complete absence of bread, making it difficult for us to have breakfast. In fact, one day we were forced to eat our breakfast using spoons as there was a lack of forks and knives. Throughout our entire vacation, there was no vodka available, and we only had tequila for a mere two out of the seven days. Additionally, we experienced a shortage of milk for coffee in the morning, which was quite frustrating. To exacerbate matters, for the last three days of our stay, there were no clean beach towels available, hampering our ability to fully enjoy our time at the beach. **** ** **** **** ********** ** **** ******* *** ******* *** ********* ***** ******* **** *** ** **** these shortages persisted on a daily basis. The lack of soap in the public bathrooms surrounding the restaurants *** ************ *********** ** employees were observed not washing their hands before handling food or serving drinks. **** ***** ** ******* ********* ** **** ********** *** ************* We have already contacted Sunwing upon our return home and patiently waited a response for three months. However, Sunwing informed us that the issues we encountered are directly with the hotel and not their responsibility. Nonetheless, we purchased this vacation package from Sunwing, *** ***** *** ***** ** **** ****** ** ******* *** * ********* ************** ** **** ****** ** ** ***** **** ** ******** ******* ************* *** ****** **** *** ***** ***** *** ********* ******** ** ***** ******** ***** ******** ** ***** ********
Business Response
Date: 05/04/2024
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 09/04/2024

Complaint: ********

I am rejecting this response because:
A resolution has not been met through Sunwing Customer relations department.
Sunwing still denies any and all reasonability in this matter.
Sunwing offered resolution is 2.5% compensation per person and the youth fair is offered 0% compensation despite the youth fair costing a mere $150 less **** **** ****
Sunwings resolution was presented as accept or reject unconditionally final offer. That is why BBB was contacted.
*** ****** ******* ** ***** *** ** *** ** ***** ** ****** * ********** **** ** **** *** **** ******* *** ** *******
** * **** ********** *** *** ** ******* ******* *** *** ** ****** **** ******** *** **** **** ***** *********** ******* ****** ******
I thank you for you time
Sincerely,

**** *********
Business Response
Date: 22/04/2024
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:27/03/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
****** *** ************* ********* ***** ***** ** **** ******* ********
1. Toilets in our room wouldn’t flush- we had to use main lobby washrooms (major sanitation issue)
2. No water some days- no hot water other days
3. Day 3- food was running out - no coffee, no drinks for kids at all
Literally no breakfast foods, barely anything else to eat- kids were eating bread and canned pears for days
4. No wifi as advertised
5. No sports bar as advertised
6. No gym as advertised
7. ***** ** ***** **** **** ******* *** ********* * *** asked if the bus out front was out transportation back to airport- lady at desk said “maybe, maybe not” and walked away.
8. Even the booked dinners were terrible and ran out of food
9. Snack bar (advertised as open 24 hours) was closed after day 3 as well

Someone needs to call me regarding these issues - **** ************ **** ******* *** *** ********* ** ***** I have placed approximately 14 complaints
My booking number Was *********.
I even called them last week and they said someone would
Contact me urgently- and ** *** *** ******** **** nobody called
Business Response
Date: 31/03/2024
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 31/03/2024

Complaint: ********

I am rejecting this response because:
Just sending me an email saying they’ll ’get to it eventually’ isn’t a solution

Sincerely,

******** *****
Business Response
Date: 05/04/2024
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 12/04/2024

Complaint: ********

I am rejecting this response because: there is no action on Sunwing’s part.
what is the result?
my vacation was ruined by the ******** accommodations, lack of food amd drink and health risk due to poor sanitation, and they offer nothing?

Sincerely,

******** *****
Business Response
Date: 17/04/2024
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 26/04/2024

Complaint: ********

I am rejecting this response because:
they are not contacting me!
what are my next steps?
****** * **** ** ******** ** **** **** ** ** ********** ************* *** ******* **** ******* ** ******** *** **************

Sincerely,

******** *****
Business Response
Date: 10/05/2024
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:18/03/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I reserved a 7 nights vacation package to Puerto Vallarta, Mexico for the 2023 Christmas holidays. On arrival at the resort hotel on December 22, 2023, I was given a room of ********** condition and became ill with rashes on my skin. I asked to be changed to another hotel but received no cooperation from Sun Wing or the hotel - ***** ******** *****. I requested that Sun Wing put me on the next flight to Toronto as I could not stay in the ********** hotel room but again received no cooperation from Sun Wing. I subsequently reserved a flight with another airline and returned to Toronto on December 24, 2023. Sun Wing then informed me that the hotel wouldn’t be charging for 5 unused nights and I would be refunded. Sun Wing refunded me $125 for the taxes on my returned flight and $123 for an unused excursion purchased. I would like to be refunded the full cost of my return flight + the cost of the 5 nights I did not stay in Mexico.
Business Response
Date: 18/03/2024
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 18/03/2024

Complaint: ********

I am rejecting this response because:
I have contacted Sun Wing directly several times, starting with the 1 day I spent in Mexico. ** ******** ***** ** ****** *** *** **** ********** ********* **** ****** *** **** ** ******** I was also advised I was going to be reimbursed for unused nights at the hotel and taxes only on my return flight.
I received just over $200 from $2500 spent on a vacation that wasn’t.
My communication moving forward is preferred via this method with BBB’s mediation.

Sincerely,

**** **** *****
Business Response
Date: 31/03/2024
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 05/04/2024

Complaint: ********

I am rejecting this response because:
**** **** *** ****** ** **** ***** ******* ** ********* ********** ** ** ******* **** *** ******** * ************ I contacted your customer service to request moving to a different hotel even if it would have cost me additional to what I had already paid. ******** ******* ***** ******** ******* *** ** *** ****** *** ***** ** ** ********* *** ********* ** **** *** ********** *** ***** *** *** ** ***** I asked to be returned to Toronto at the earliest and again Sunwing was unwilling. * **** ** ******************** ******* ***** ***** *** ******** ** ***** **** **** ******* **** ******** ********* ********** *** ****** *** *********** As mentioned before, your Customer Sercice communicated that I will be refunded for unused nights and I’m still waiting to be refunded ***** ** ******* ****** ** *****

Sincerely,

**** **** *****
Business Response
Date: 11/04/2024
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 19/04/2024

Complaint: ********

I am rejecting this response because:
As I stated preciously, my communication with Sunwing Costomer Relations proved futile. Hence, this forum of complaint.
**** ******** ********* **** ********** *** ****** *** **** ** ********

Sincerely,

**** **** *****
Business Response
Date: 29/04/2024
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 10/05/2024

Complaint: ********

I am rejecting this response because: I am not sure what action is required on my part after this response.

Sincerely,

**** **** *****
Business Response
Date: 17/05/2024
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 03/06/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** **** *****

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Sunwing Vacations Inc is NOT a BBB Accredited Business.