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Tour Operators
Sunwing Vacations IncHeadquarters
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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
Customer Review Ratings
1.21/5 stars
Average of 118 Customer Reviews
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Review fromSherry B
Date: 07/05/2024
1 starWorst 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.Review fromGeorge C
Date: 05/05/2024
1 starSunwing 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.Review fromElvira M
Date: 26/04/2024
1 starOur flight was delayed for 6 hours. I tried to claim to get the compensation, but the option didn't work. I made the complaint ********* 3 weeks ago and nobody contacted me. The claim department has no option to be reached on a phone, online only.Sunwing Vacations Inc
Date: 21/05/2024
Dear ******,
We acknowledge receipt of your complaint opened on April 8, 2024. We apologize for the delay however due to the busy winter season, our Post Travel Team is experiencing higher volume than normal. If you are making a claim for compensation for the flight delay specific please visit https:************************************************
You will receive an automatic response whether your flight delay is eligible for compensation.
Thank you.Review fromPhil B
Date: 30/03/2024
1 starOn 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 airlineSunwing 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 VacationsReview fromPardis A
Date: 28/03/2024
1 starI 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.Review fromTanya T.
Date: 18/03/2024
1 starI am writing to express my extreme disappointment with the service I received during my recent experience with Sunwing. I am very dissatisfied with the way this situation was handled and the lack of accountability on the part of your business. My time, money, and effort were wasted due to the poor service provided by your several team members and managerial staff. I have made several attempts to communicate with your office regarding our booking to Cuba and have yet to receive a satisfactory resolution. We were told we could change without losing our deposit as long as it was more than 21 days from departure date. I was also told when I called Sunwing that I could change my reservation to another booking using the $500 deposit and refund the remaining $500 for now and can make changes later. Whereas we were seeing poor reviews of the resort; toilets backing up into the shower, no running water, toilets not working, etc, we decided to change. What we decided on was not available through Sunwing so we decided to look later this year or March break next year. My issue is there is nothing available with Sunwing between May 2024 and January 2025 for packages in Dominican or Mexico as well as nothing for flights to Orlando in February with departure out of Saint John, Moncton or Fredericton, NB or even Halifax, NS. I was told it could not stay on the account as credit, but how is that any different than putting it on a booking and make changes again. They told me it is not there fault if nothing is available and I would lose the deposit no exceptions. I was requesting the $500 deposit be held on account or voucher until bookings open up and the other $500 refunded. I have tried being flexible and even willing to travel to another province, but they refuse to offer any options. I have also attempted to send a message with no response. So disappointed to see such *** standards for your customers or customer service.Sunwing Vacations Inc
Date: 25/03/2024
Dear Ms. ******,
We truly are sorry to read of your disappointment with our service to date. Your review will be shared with the appropriate person(s) for coaching purposes. Flight schedules can vary from season to season including the departing cities and destinations. We see that you now have a vacation booked for February 27, 2025, although it may not have been your first choice, we are pleased to see your vacation has now been secured.
Sincerely, Sunwing Vacations.Sunwing Vacations Inc
Date: 25/03/2024
Dear Ms. ******,
We truly are sorry to read of your disappointment with our service to date. Your review will be shared with the appropriate person(s) for coaching purposes. Flight schedules can vary from season to season including the departing cities and destinations. We see that you now have a vacation booked for February 27, 2025, although it may not have been your first choice, we are pleased to see your vacation has now been secured.
Sincerely, Sunwing Vacations.Review fromS. W.
Date: 17/03/2024
1 starSome many disappointments. Traveling to ******** Cuba, ***** ******** *********. Started with flight was delayed by 5hours, Sun wing offered no compensation. (Fog delay) Arrived at room in resort at 5am. That evening we left for dinner and our room was entered and wallets and passport were stolen. Spent the next 3 days arranging emergency passports and interviews with law enforcement and cuban lawyers. With no money or i.d we had to borrow money from others guests to take the bus to the consulate. Sun wing and resort offered no alternatives. Emergency passports were approved the day we were scheduled to fly home, so another bus trip back to consulate to pick up documents and rush back to find out our flight home had a 13 hr delay. No compensation ( plane broke down) Worry free insurance does not cover any expenses during the vacation. We lost about $1500 and had didn't enjoy a single moment of this vacation.Sunwing Vacations Inc
Date: 21/03/2024
Dear Mr. *****,
We truly are sorry to read of your experience. We would kindly ask that you visit our website by clicking on the CONTACT US page to open a case which will allow a member from our Post Travel Team to assist you with any outstanding concerns or questions. Thank you for your continued patience and cooperation.
Sincerely, Sunwing VacationsS. W.
Date: 12/05/2024
Thanks for the recommendation. We used the "contact us" to open a case and we got a repy that a case has been opened. It has now been over 6 weeks and counting with no additional contact. That was your chance to prove this is a reputable company that looks after your customers. Never again sunwing. ** **** ** ***** ** **** *** *** ******* *** ****** **** this company takes zero responsibility for endorsing resorts that have ***** problems and will leave you with no solutions or compensation.Review fromC. D.
Date: 13/03/2024
1 star* ***** ***** * **** **** ****** ** ********* 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 VacationsC. 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?Review fromIan S
Date: 01/03/2024
1 starI 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.Review fromB. L.
Date: 29/02/2024
1 starOur paid Transfer to the airport was over an hour and 15 mins late causing us to have to take a cab at our expense.
We tried to call Sunwing instead of the cab for an update but good luck talking to anyone.
Filed a complaint for reimbursement 20 days ago and followed up twice. They won't even acknowledge the concern, let alone deal with it.
Horrible service!Sunwing Vacations Inc
Date: 04/03/2024
Dear Mr. ********,
During the winter season, we do ask our customers for their patience while investigating any post travel concern with the supplier, it typically takes 30 days. If you have opened a case through www.sunwing.ca please provide us with your case number and/or booking number and we will have someone contact you directly.
Sincerely, Sunwing VacationsB. L.
Date: 04/03/2024
Case #********. Booking #**SSN**.
I don't buy your initial response. When a customer complains and follows up multiple times with no response, **** ********** **** *** **** ********* that is poor customer service.
All you had to do was give me that feedback in my direct communications with Sunwing. But you completely ignored me ***** *** *** ********.
Justify it any way you want, that's terrible service.B. L.
Date: 22/03/2024
I've shockingly received no response yet. You indicated 30 days. It's been weeks past that and still zero acknowledgement of my concern.
**** ** *** ****** **** *** ******* ********* Zero concern for your customers.
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