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Business Profile

Tour Operators

Sunwing Vacations Inc

Headquarters

This business is NOT BBB Accredited.

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Reviews

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

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Sunwing Vacations Inc has 7 locations, listed below.

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    Customer Review Ratings

    1.21

    Average of 118 Customer Reviews

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    Review Details

    • bree h

      Date: 25/03/2023

      Recently used Sunwing for the first time this month (March 2023). Flew out of Windsor to Cancun. Flight was delayed twice each way. No explanation. Got to the resort at midnight. We were booked at the ******** ******. We had booked a swim up room with two beds. Get to our room and it’s covered in mold. It’s all over the fan that is directly above the king sized only bed. There was mold in the curtains and on the walls (which had been painted over but was still visible) and the room smelled terrible. My BFF and I were traveling together and she’s allergic. Called front desk, they inform us that their policy is to bring a dehumidifier as they said they’re booked full. Friend had to escalate to supervisor after going through four people before that. Supervisor agrees and moves us immediately. It’s now past 1:00 am. They tell us go to front desk at 9:00 am as this room is also a king room and they’ll put us in a double. We do that. They then said it wasn’t put into the system to come back next day. We do that. This time, we have to pack all our stuff again, check out, leave our luggage with staff and check back in 3.5 hrs later. Super fun. Food at the resort is atrocious. Even when we could get a reservation at the a la carts it was bad. Will say though that staff was amazing, helpful, friendly, always smiling and they cleaned like crazy. Swim up room was nice when the mold wasn’t such an issue. Beds are comfortable. Coatis will break into your room, ransack for food and ?? on your bed. No joke. happened to our neighbour. Keep doors locked. Resort was smaller but beautiful. Hard to catch the trolly but Bernie was amazing!! Best place to eat was taco stand for lunch. Avoid the Grill. Beach wasn’t good. I understand the seaweed but they didn’t really clean it. One or two people raked it into giant piles all over the beach, blocking views. We escalated issues to Sunwing and they basically said too bad, no compensation, no sorry we’ll do better next time, nothing.

      Sunwing Vacations Inc

      Date: 26/06/2023

      Dear Ms. *********,
      We are sorry to read of your disappointments of your recent trip to Cancun booked through our services. This is truly not what we want our customers to experience.
      We sincerely apologize for the time it is taking our Post Travel Team to respond to you. There is a significant delay due to an extremely busy winter season. We have sent a message to the Resolution Agent assigned to your file to ask that they contact you directly.
      Sincerely,
      Sunwing Vacations

    • Anita A

      Date: 21/03/2023

      Last year, I paid for a Sunwing Vacation Package to Cancun in March 2023 with a Travel Agency. Unfortunately, I was sick and cannot take the vacation. I contacted the travel agency two days before the start of the vacation package to Cancun.
      I contacted my insurance company and they requested for a letter from Sunwing Vacations Inc mentioning that no travel credit was received and the payment for the vacation is non-refundable.
      I called the customer services of Sunwing and a lady from the customer services said that Sunwing refused to provide a letter to prove that my paid vacation package would not have a credit or is non-refundable. Furthermore, they told me Sunwing would not communicate with customers over the phone or email the customers. I am so disappointed and feel helpless. I requested to talk to her supervisor and she don't even transfer my call to her supervisor nor any superior position person.
      I feel I am helpless. I need to share my situation with my friends and relatives how Sunwing treat their customer after you made the payment. In order to prevent others from being treated poorly by Sunwing, I feel the need to disclose it to the Media to let others know and prevent anyone from being trapped by this bad vacation company. I will not have any future business dealings with Sunwing and I hope my experience to let people consider whether or not to go with Sunwing.
      It is totaly unacceptable and unbelievable.
      Good luck to all readers.

      Sunwing Vacations Inc

      Date: 26/06/2023

      Dear *****,
      We are sorry to read of your frustration. It is not uncommon for Sunwing's Customer Support Team to provide insurance letters in cases like this. If you can provide us with a phone number, we will have someone contact you directly.
      Sincerely,
      Sunwing Vacations

    • Jo W

      Date: 21/03/2023

      Horrible experience.
      I had to cancel a trip due to a death in the family. This was just before covid, so we had to keep extended the voucher so it would not expire during the health restrictions of the pandemic. Two different people working at sunwing "put in the wrong form" so the vouchers ended up expiring. Spending hours and hours on the phone to get the issue fixed. And, to add insult to injury they kept insisting 'nothing needs to be fixed'.
      Just tried to actually book the trip after the latest time fixing the voucher. Only to find out the voucher is not good for most trips listed on their website. Staff cannot do anything to help, and none of this was explained at any point when discussing the vouchers with Sunwing. So essentially the voucher is now worthless (I cannot travel to the Caribbean for health reasons, and a US vacation is not possible apparently).
      Never using Sunwing again. Not ever.

      Sunwing Vacations Inc

      Date: 26/06/2023

      Dear **,
      All Sunwing vouchers and travel vouchers have specific terms and conditions. One common stipulation is that the voucher or travel credit voucher be applied to any Sunwing vacation package or flight only where Sunwing Airlines is the air carrier. If you can provide us with the voucher number we can have someone to review to see if the voucher can be reinstated.
      Sincerely,
      Sunwing Vacations

    • Sophie B

      Date: 17/03/2023

      Absolute horrible customer service. I booked a group trip costing close to 20k and our representative Christine h. ignored pretty much all our emails regarding the trip anytime I called to speak to someone they're response was " you need to speak to your representative" which was unresponsive. Every time I called to speak to anyone regarding my issues they brushes me off and even git anrgy with me. They are less then helpful and rude if I say. They've changed our flight on us already and we haven't even left yet. I can't imagine how horrible it's going to be to deal with the airline itself. From what I can see with all the other reviews they are absolutely horrible with customer service and frankly don't care at all once the moneys been sent. I take my employees on trips every year as a bonus and I will definitely not be booking with sunview ever again . Thanks for nothing sunview

      Sunwing Vacations Inc

      Date: 22/06/2023

      Dear Ms. ******,
      We are very sorry to read of your review and that you found the Groups representative unresponsive. This truly is not indicative of the service that we aim to provide to our customers.
      We will have someone from the Groups Management Team contact you directly.
      Sincerely,
      Sunwing Vacations

    • Doug B

      Date: 06/03/2023

      Booked through Sunwing last week. Upon arrival we waited almost 1 hour for luggage to be unloaded. Luggage came out. They tore the wheels and a big tear in mine. The sunwing reps at airport in puta cana there were not helpful. Printed out a sheet and told me to claim at resort. Went to sunwing rep at resort. He gave my website to file the claim. Completely useless. The site kicks you out after loading all the information, pictures flight details etc.. Tried everyday unbelievable. Came home tried again to no answers.
      .
      After reading to go to the airport, Drove to the originating Airport twice in Fredericton New Brunswick. Sunwing reps said not issue they were just employees?? Spent a few hours on hold and never got connected with anyone from baggage claims. ** ***** ** ** * **** Now when I try this website the days are not letting load in??
      ****** *** **** **** ****** **** *** ** **** * ****** ******** ******** * **** **** ******* ** *** *** *** **** ***** **** *** 

      Sunwing Vacations Inc

      Date: 12/06/2023

      Dear Mr. *****,
      Sunwing Vacations is in receipt of your review today June 9, 2023.
      We sincerely apolgize for any delay it is taking for our staff to respond to you.
      We will forward your contact information to Sunwing Airlines' Baggage Team to ensure that you are contacted asap.
      Thank you for your patience and cooperation.
      Sincerely,
      Sunwing Vacations

    • Thomas A

      Date: 05/03/2023

      Sunwing saves money on basic services like immigration.
      So passenger are asked for EVA 1h before onboarding, without any assitantce or help.
      Zero consideration for customers except a copy paste message on *******.

      Sunwing Vacations Inc

      Date: 12/06/2023

      Dear Mr. ******,
      Thank you for your feedback.
      We are sorry to read that your experience at the airport was less than satisfactory.
      Sunwing Vacations will share your review with the ailine operations team however we encourage you to provide such feedback by visiting ******************* 
      Sincerely,
      Sunwing Vacations

    • Lesley D

      Date: 25/02/2023

      We left for Varadero Cuba on January 22nd, Once we arrived, My mobility impaired partner got on the bus first to get the front seat for his legs and we put all out bags underneath the bus with everyone else.
      We were the 2nd hotel so when we got off with a dozen others at our hotel the bus driver took all the bags out and since ours were in the very back, my partner wasn't able to move fast to grab all the bags. A couple recognized him and saw the bus driver take our duffle bag out and kick it and immediately put it back in the bus on the other side and left.
      When I turned around and asked where the bag was (it contained our medications, money, and other important valuables) the bus was already gone. I started to have a panic attack as my partner needs those medications, we were told that the bus would come back or leave any bags with Sunwing. Had I known I would have chased that bus with a taxi. But I was assured it would come back.
      We were then told by Sunwing that they couldn't find the bag and that there was nothing to be done about his medications. We received a cold response. I then called Sunwing and they just opened a file and said to wait. come 4 days in, I was emailed by Sunwing to report to police. I did that the next day **** ********* ***** ******* *********** ** ****** ** * ***** **** ** * **** ** *** ** **** *** ** ***** **** ** ** *** * ***** ****** **** ** **** *** ** ******** They also kicked out my partner saying he cannot report *** ********* ** ********* **. We also found out on the plane home that he coulda gone to a pharmacy for medications in which Sunwing told us there was no recourse. He suffered his vacation without meds and we were stressed *** * *** ****** * **** **** ** ***** *** **** ******* ** **** ** ******** *** ***** *** ***********  * **** ****** **** **** **** *** Sunwing is still "making a decision" in which I'll file a complaint depending on what they conclude.

    • Jaime J

      Date: 25/02/2023

      Booked a trip through Sunwing for an “all-inclusive” resort in Cancun. Within the first two days of being there through comments made by staff, became aware that the trip was NOT really all-inclusive in that it only included the cheap domestic alcohol. Apparently there are two levels at this resort. And we are not informed of this at time of booking by Sunwing. We emailed Sunwing twice to follow up on this (email response indicated that they were unaware of this discrepancy) and they assured that they were looking into it with the hotel. No additional response from Sunwing for the remainder of the trip. You are selling false all-inclusives to people and there is no genuine support offered by your company **** ****** ******* **** *** ****** ****

      Sunwing Vacations Inc

      Date: 02/06/2023

      Dear Ms. *****,
      Thank you for contacting us through the Better Business Bureau.
      Many chains that offer all-inclusive plans, do provide optional upgrades and this would include upgrades to premium alcohol.
      Our records would show that your travelling companion was in communication with our Post Travel Team in April of this year, and a response was provided to him in respect to his disappointments at the resort.
      Our website does state under Meal Plan: All drinks (domestic beer and cocktails, select international brands, house wine with meals). We are sorry that the resort did not meet your expectations, the ******* ***** Cancun is normally received well by our customers but be assured your comments will be shared internally with the appropriate teams.
      Sincerely,
      Sunwing Vacations

    • Janice S.

      Date: 23/02/2023

      ** *** **** ********
      long story short was supposed to attend a friends wedding, I ended up getting sick I would y travel…
      I was offered a refund and asked not to have it on my Card because the account was canceled.
      Back and forth with the Rep and a manger to be told “ it was a mistake on our part the refund went to the card, call the company and see what can be done” after I had told them about 10 times card was canceled I had no access to it. Fast forward the “ Manager” says “we can’t do anything for you we issued the refund” sends a statement dated 7 days after the original conversation of sending a chq and says pretty much nothing we are willing to do even though we admit we messed up.
      Horrible customer service, longs wait times for CSR to pick up the phone, several days to respond to emails and drag you along in hopes you will just for get.
      ** *** ********* ******* **** ***** If you get sick and can’t travel kiss the deposit goodbye

      Sunwing Vacations Inc

      Date: 01/06/2023

      Thank you for sharing this information through the Better Business Bureau. We are sorry to read of your experience and you have our assurance that your review will be shared with the appropriate Management Team internally.
      Sincerely,
      Sunwing Vacations

    • Jack L.

      Date: 27/01/2023

      Truly a bad airline: bad communication on flight departures, numerous delays, understaffed, not very honest with customers and badly organized. It's just a big mess.

      Sunwing Vacations Inc

      Date: 12/05/2023

      Dear ****,
      Thank you for contacting us through the BBB. We are sorry that we have let you down. If you are able to provide us with your booking number for your most recent trip, we would like to have our Post Travel Team review the circumstances around your flight,which has left you feeling this way.
      Thank you.
      Sunwing Vacations

    Sunwing Vacations Inc is NOT a BBB Accredited Business.

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