Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Tour Operators

Sunwing Vacations Inc

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Tour Operators.

Reviews

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

Find a Location

Sunwing Vacations Inc has 7 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Review Ratings

    1.21

    Average of 118 Customer Reviews

    Want to share your experience?

    Leave a Review

    Review Details

    • Davis H

      Date: 07/08/2024

      I have booked a flight for two vacation package. Paid over $2200 each person for flight and hotel. They did not allow us to sit together. We could not book online to reserve seats even with the 24 hr window keeps showing error. I had called customer service twice and they said to just check in at the airlines. At the airlines upon checkin they have said no seats available if you want to sit together you’d have to pay $65 each so over $130 just to sit together. They refused to help us. They made an excuse that we can’t checkin with an international passport online. They tell you to checkin at the airlines to reserve seats. When you arrive there they say you cannot sit together and force you to pay extra. What kind of service is this. I have used *** ****** and *** ****** and they have allowed us to checkin in online. I am very disappointed in SUNWING I don’t think I will ever book with them again. The way they treat us, even the manager there was not willing to help us.

    • Rosa M

      Date: 06/08/2024

      ***** ******* ********** ** * ***** ***** * ***** **** ****** * ****** We booked an all inclusive adult only resort vacation to Cancun. We were informed less than 6 hours before our flight would be delayed and they were looking into the reason for the delay. We booked our short trip based on the early arrival and late departure so we would have 5 full days. Due to the 14 hour flight delay, we lost a full day at the resort. We immediately called Sunwing and were advised to fill out complaint forms. After filling out 3 forms later and trying to be directed to the appropriate customer service department, Sunwing simply gave an apology. That is all ...an apology. Absolutely not acceptable. They take no responsibility for the delay and refuse to abide by the compensation outlined in the Canadian Transportation Acency:
      Large airlines must pay:
      $400 if the passenger arrives three or more hours late, but less than six hours;
      $700 if the passenger arrives six or more hours late, but less than nine hours; and
      $1,000 if the passenger arrives nine or more hours late.
      They will try to find loopholes to avoid this and take no responsibility at all. Also, they have yet to address the full day loss at the resort. A simple apology does not compensate for the stress, loss of vacation time, and time spent trying to resolve the situation. There explanation for the delay was due to a technical defect?? What does that entail. There were several flights by Sunwing that were delayed or cancelled that day. Were they all technical defects? The Captain on the flight apologied for the delay and said he was only called a few hours before to fly the plane. So does technical defect mean staffing issues on Sunwings part? We plan to continue to seek rightful compensation from Sunwing that we are entitled and will not accept a simple apology!

      Sunwing Vacations Inc

      Date: 21/08/2024

      Dear ****,
      Thank you for contacting us through the BBB. We understand how frustrating flight delays are for our customers. Airlines are faced with various operational challenges that can cause a flight to be delayed and do put all efforts forward to avoid and or minimize such delays. Please continue to communicate directly with the airline with any outstanding questions you may have.
      Sincerely,
      Sunwing Vacations

    • R. M.

      Date: 03/08/2024

      *** *** *** ******** ** * *** *** ** *** *** ** ** ***** * **** It is an absolute ******** for Sunwing Vacations to call what we had, a deluxe vacation! For the money I spent it is shocking how bad the ***** ******** ****** was and how **** and obnoxious the front desk staff were. We were to have rooms on the same floor with ocean views and when we arrived that was not the case! When we tried to talk to them about it they refused to listen and just walked away! We persisted and finally got moved but the staff were not happy and refused contact with us after that. The rooms were NOT air conditioned because it did not work and our rooms were never below 25 degrees Celsius the entire time. No option for food except buffet for every single meal even though you advertise 3 or 4 restaurants! None were open the entire trip. Safe not working, only one elevator working, key cards for doors failed, bathroom door handle falling apart, shower head spraying water out the side. I could go on bit it would never end! I would like a response about how you plan to make this mess better and ensure you are not advertising this place as a deluxe vacation! I paid a huge amount to end up in a dive.

      Sunwing Vacations Inc

      Date: 06/08/2024

      Dear *******,
      We truly are sorry to read of your disappointment. This truly is not indicative of the service we aim to provide to our customers. Please open a case by visiting ************** clicking on Contact Us. The appropriate team will look into your concerns with the hotel supplier.
      Sincerely, Sunwing Vacations

      R. M.

      Date: 06/08/2024

      I have gone and opened a case with Sunwing in the hopes that something concrete will be done about this hotel. It was the biggest disappointment of my vacationing time I have ever had.

    • Cccher Y

      Date: 15/06/2024

      Terrible customer support oversea and
      Toronto. *** ******** **** * ********* **** ******* ** ** ******* *** **** *** ***** **** ********* ** ** **** *** ******** ** ** *** ***** **** *** ******* ***** The local sunwing rep made me sign the form and never refund me the amount that was written on the form he presented me. ******* **** ***** ** ******* **** ******* ****** ***** ****** **** **** *** *********** *************

    • Sherry B

      Date: 07/05/2024

      Worst Vacation ever!!!! I have submitted a complaint and have not received any feedback from Sunwing, they have the worst Customer Service ever, we were left stranded at our resort due to a flight delay of over 7 hours, and we were told to find our own way to the Airport ** * *** ***** *******. From the start this was a terrible experience, we booked an ADULT-only resort only to arrive to find out if was not an ADULT-only resort, it had an ADULT section!!! Our accommodations were not in the ADULT section, we were placed in the Family side, ** ** *** ****** ** ******** **** **** ** ***** **** ******* *** ***. I have called Sunwing continuously and gotten no results, I have sent emails which go unanswered, this trip cost us over 6000 dollars and it was our first vacation in over 10 years and it was the worst experience ever..****** ******! Once they have your money you are on your own, there were no Reps at the airport upon arrival and no Reps at the resort, when I asked why Sunwing's reply was WELL WE Can't have someone at every resort??? **** ***** Totally unacceptable service!

      Sunwing Vacations Inc

      Date: 21/05/2024

      Dear ******,
      We apologize for the delay that it is taking for our Post Travel Team to respond to your complaint. They are experiencing higher volumes of complaints at this time. To make a claim for compensation specifically for the flight delay please visit https://********************************************** you will receive an automatic response as to whether the flight delay is eligible for compensation.
      Thank you.

    • George C

      Date: 05/05/2024

      Sunwing was accidently paid $50.00 for extra carry ons and when I wrote to sunwing-cares I waited for the reply and did not get one I then wrote again to get an update and they once again ignored my message. I called on the phone and was told the only way i could resolve this issue was to write in like I did. NOW WHAT? I just want what is mine, errors happen however it does not allow Sunwing to keep my money.

      Sunwing Vacations Inc

      Date: 21/05/2024

      Dear ******,
      We apologize for the delay it is taking our Post Travel Team to respond. They are experiencing higher volumes at this time. If you were incorrectly charged, a refund will be provided. We ask for your continued patience and understanding at this time.
      Sincerely.

    • Phil B

      Date: 30/03/2024

      On our return flight we were not given the option to select our seats. normally this would not be a problem however my complaint is with the sunwing employees that were ****heading back to Vancouver. They selected all the window seats and aisle seats for themselves leaving ******** families separated including our family of 3. **** ** *** ********* * ***** ******** ******** ***** ******* *** ******* ****** ** *** ******* ********* *** ********** ************* ***** *** * ****** *** ***** ******** ****** **** ** ****** ***** *** *** ***** ******** *** ****** *** *** ****** *** ******* **** ** ****** ***** *** **** **** **** *** ******* *** ******* **** **** ******** ****** ***** ******* ***** **** ******** ****** ** **** **** *** ******* **** **** *********** **** ** *** **** ************ ** ** ******* ********* **** ** ************ ** * ***** ***** ** ********* **** * ****** *** ******** ** *** ******** **** ******* **** **** ** *** ** *** ****** ***** I was sitting in a center seat and I was sitting next to a sunwing pilot that took the window seat and **** ******* ** ****. He continually got up to go to the cockpit *** **** **** *** ******* over 6 times in a 6 hour flight but refused to sit in an aisle seat. he also had a huge amount of stuff with him including a full size pillow multiple containers and bags that kept falling on my lap and didn't even use the window as he had it blocked with his pillow ** *** ****** * **** *** ******* **** I would expect better behavior from * ******** *** ***** an employee of the airline

      Sunwing Vacations Inc

      Date: 03/04/2024

      Dear Mr. ********,
      We sincerely apologize for your experience onboard your Sunwing Airlines' flight. This is not what we would hope for our customers to encountered.
      Thank you for bringing this to our attention. We will ensure that your experience is shared with the appropriate persons.
      Sincerely,
      Sunwing Vacations

    • Pardis A

      Date: 28/03/2024

      I want to express my deep disappointment with the service provided by Sunwing Airlines on March 19, 2024. My experience was distressing. On the mentioned date, I had a flight scheduled to depart from Toronto to Cuba at 7:15 am. Prior to booking my vacation package with Sunwing Airlines, I diligently reached out to Sunwing agents via phone to inquire about the travel requirements for a Canadian Refugee holding a Canadian issued refugee travel document. I specifically emphasized that I did not possess a permanent resident card and was reassured by the agents that my Canadian Refugee Travel Document would suffice for roundtrip travel to Cuba. To ensure complete clarity and compliance, I took the additional step of verifying with the Cuban Consulate in Canada via written correspondence through email. Their response affirmed that I was welcome to travel to Cuba with just the Canadian Refugee Travel Document. Satisfied with the information gathered from both Sunwing agents and the Cuban Consulate, I proceeded with my booking. However, upon arriving at the gate for check-in on the day of my flight, I was shocked to be refused boarding by the agent without any valid explanation. Despite presenting necessary documentation, including my valid Canadian Refugee Travel Document, I was denied the opportunity to board the flight. This experience not only caused significant inconvenience and distress but also resulted in financial losses associated with missed accommodation bookings and activities in Cuba. The lack of clear communication and consistency regarding travel requirements from Sunwing Airlines and its agents is deeply concerning and unacceptable. I require full compensation promptly for the incurred expenses and the distress caused by Sunwing.

      Sunwing Vacations Inc

      Date: 03/04/2024

      Dear ******,
      Thank you for contacting Sunwing Vacations through the BBB. Your request for compensation must be made through the proper channel to ensure that a full investigation is completed with the appropriate parties. If you have not already done so, please go to the Contact Us page at www.sunwing.ca and open a case by clicking on Questions, Complaints or Compliments.
      Thank you.

    • C. D.

      Date: 13/03/2024

      * ***** ***** * **** **** ****** ** ********* I have a complaint about **** *** ****** pricing through the lowest price calculator on the sunwing.ca website. I searched for a SINGLE Traveler to Cuba for ******** **** ***** in April, selected the week, got the options. went to book and got a price for 2 ppl. Top of page showed my search criteria as single traveler. Called customer service, got hung up on, 2nd rep said no way to escalate thru her. Emailed customer service thru Sunwing Cares (they don't).
      This is ** ******* ******** to entice customers with one price and then charge them another. I was basically told it MY fault for not understanding the lowest price calculator is based on double occupancy????
      ***** ** ******* * **** **** ****** **** ** ***** ****** ******** * **** ****** *** ********** ******  How about take ownership and admit when you are wrong. Even if I was told it was a mistake on the website and that it was going to be fixed, but no.
      **** ******** ********* *** ******** ******* **** *** ********* *** ****** **** *** *** **** *** **** ** ***** ** *** ******** ******** *** *** **** **** ********* * ** ** ************ **

      Sunwing Vacations Inc

      Date: 21/03/2024

      Dear Ms. ****,
      Thank you for contacting us through the BBB. Your feedback and comments will be shared with the appropriate persons. Your experience is truly not indicative of the service we aim to provide to our customers.
      Sincerely, Sunwing Vacations

      C. D.

      Date: 22/03/2024

      Wow, thanks for taking the time to copy and paste that answer. I'm looking for an answer to my complaint. Who are the appropriate persons, and how will they be contacting me? Also, my experience is truly not indicative of the service we aim to provide to our customers??? * **** **** ******* *** **** *** ******** ****** ** ** ***** ********** ** *** ******* *** ** *******. I really don't care what you AIM to do, you ARE NOT SUCCEEDING. I am truly not happy with your response and would like to escalate my concerns. How do I find the contact information I am looking for?

    • Ian S

      Date: 01/03/2024

      I will never fly sunwing************** again. The most expensive emergency flight out of Cuba when my wife was sick. *** ******* was 200 cheaper and *** ****** was 75 cheaper but all were full . Sunwing seats had zero padding and was the most uncomfortable ride on a plane I have ever experienced. No food except for pretzels. When we landed in Toronto we had to take a bus to the main terminal, add 20 minutes then luggage took an hour to catch up to us . **** ******* ***** ** **** ***** *** **** . Sunwing *** **** *** *** ***** *** *** **** ******* **** ***** **** **** **** ** ******* *** *****. I'm done. **** **** ** *** *** *****

      Sunwing Vacations Inc

      Date: 05/03/2024

      Dear ***,
      Thank you for contacting us through the BBB. We are very sorry to read that your wife took ill while on vacation. We hope she is recovering. Thank you for taking the time to submit your review, this truly is not indicative of the service we aim to provide. The airlines services are readily available for review prior to booking on www.sunwing.ca. We understand your preference to fly with an air carrier in the main terminal however many Sunwing customers like the perk of being dropped off in the customs hall upon their return home. It saves time in the end. If you do have any outstanding concerns, we encourage you to contact our Post Travel Team by visiting www.sunwing.ca click on the CONTACT US link.
      Sincerely, Sunwing Vacations.

    Sunwing Vacations Inc is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    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.