Business Profile
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 fromH. O.
Date: 22/01/2024
1 starI booked with Sunwing Vacations recently *** ** **** *** * *** *** * ***** *** ***. The package price was around $2394 per adult (for double occupancy). After I entered all the info, I got the summary price to be as follows:
-2 Adults: $2394 X 2 = $4788.00
-1 Child (8): $294 X 1 = $294.00
Taxes and fees $1530.00
Total $6612.00
I was so excited that I paid that. Then, I called Sunwing customer support to understand the numbers. During the first call, *** ************** *** ** ***** I asked her to escalate my call 3 times to a manager. She refused to do so!! During the second call, the representative told me that taxes and fees are $510 per person (totalling $1530). And, she told me that my understanding that taxes and fees are included on the package price is wrong. Which is not the case. The package prices that you see on the Sunwing website all have taxes and fees included in the price. The third call was today. The representative told me that base package price of $2395 has changed during my transaction to $2395 +$510 (taxes and fees) = $2905. Which is not the case. Until now, the package price has been around $2400 per adult. Sunwing has jacked the prices up for every adult because we added a kid. And, they never explained that to me.
The explanations that Sunwing representatives have given me about the price breakdown were not correct. And, this is what led me to cancel the whole transaction.
Sunwing representatives have ****** ** ** giving me wrong explanations!! They gave me the wrong info which forced me to cancel. And because of that, I lost money.Sunwing Vacations Inc
Date: 04/02/2024
Dear Mr. ******,
When booking online a recap of the pricing is presented prior to inputting your credit card for payment. The website would have provided you with a total price including taxes and fees. This is the verification point including reading, agreeing to the terms and conditions of the booking. We are pleased to see that you were able to book the following week at an acceptable price.
Sincerely, Sunwing VacationsH. O.
Date: 05/02/2024
I do not think you addressed my points. First, you did not address the issue of your customer support staffs. One *** **** *** did not allow me to talk to a manager. Actually, all of them did not allow me to talk to a manager!! The other staff did not know that your package prices on the website DO INCLUDE taxes and fees!! And the third one kept saying that the package prices have changed between the search page and the payment page which was not true.
The second issue is about how your numbers are displayed on the last page before the payment. which you did not address as well!! That issue is as follows. I will try to be as simple as possible in my description maybe you can follow me this time. Whenever there is a child added to the package, you add more taxes to the original adult package prices. And you failed to explain in your price summary at the end. Again, a package of $2400 (INCLUDING TAXES AND FEES) for each person for double occupancy will become $2910 per adult at the end because of taxes and fees that you added for each adult. And you claim that we will be paying only $294 +$510 taxes and fees for a child which is very misleading. We are paying for adding the child $294 +$1530 (taxes and fees) which is $1824. This is the main issue that you are not displaying exactly how much we are paying for each adult and for the kid.Review fromA. A.
Date: 22/01/2024
1 star*** ***** ********* On December 9th, my family, ********* ** *********** *** *** ********** ********* took a trip with SunWing Airlines. We had booked a comprehensive package covering flights, transportation, and a 7-night stay at an all-inclusive hotel.
The issue arose on the last day of our trip during the check-in for our return flight. Our seats, initially assigned to row 13, were unexpectedly reassigned to row 28 without any prior notice or explanation. Despite our efforts to resolve the matter with a supervisor, America P. it was revealed that someone had paid for our seats, resulting in our displacement. What right do SunWing have to sell our seats? I argued with America that I wanted to buy my seats back or I should get compensation for selling my seats.*** ********* ********* ******* **** an agent, Marco Antonio, ******** ripped our boarding passes. After * *** **** ** *********** *** ********* ***** ***** ****** ******* **** ********* our boarding passes were reprinted. ** *** ****** upon reaching the airport security checkpoint, we were surrounded by police who informed us that we would not be allowed on the plane.*** ****** ***** ** ***** ****** ******* *** **** ******* *** ********** *** ******* * **** *** ******* ** ** ***** *** ****** ** ******
Upon seeking clarification from SunWing agents, America and Marco refused to engage with us. ******* ******* ***** ******* ** ** ****** * ****** ****** ** ** ************* ******* *********** ** ******* *** ****** *** **** ********** ********* ************* ******** *** ******* ** ********** ******** ** ****** *** ************ **** *** **** ******* ** ******* ******** * *** **** ** ****** ***** *********** ** ** * ********* ********** ** ****** ** **** ********!In the end, we were forced to rebook our flights by ourselves for the following day, spending a night in uncertainty *** ****.Sunwing Vacations Inc
Date: 04/02/2024
Thank you **** for contacting Sunwing Vacations through the BBB. Your experience is not indicative of the service that we aim to provide to our customers. We would encourage you to open a ticket by visiting www.sunwing.ca by visiting the Contact Us page.A. A.
Date: 08/02/2024
I've submitted a ticket, but your proposed resolution is only ******** **** ********** ******** Offering me $350 CAD to silence my voice is unacceptable; money cannot silence **** ******. I now look to the Canadian Transport Agency to investigate my case thoroughly and ensure proper compensation. ******* * ******** **** *** ******** ********* **** ******** ******* *** ********** *** * **** *** ********** **** **** ******** ****** ** ****** **** ********* *** *********** **********Review fromJodey W
Date: 22/01/2024
1 star******** ******* **** ** * ******** ** ***** ** ******* get around to booking a 7 day trip to cancun only to have Sunwing delay our flight 24hrs before the vacation unfortunately we ended up stuck at Airport for 12 hrs. We lost 1 day on the trip out $350 for night at resort in cancun and sunwing gives us 2 -$20 food vouchers to make up for the delay. **** * ***** This will be the last time I book a vacation with this **** ****** ** ** airline!!!!Review fromDenise B
Date: 19/01/2024
1 starWe booked our flight for July 2022 for *** *********** ** Jamaica and had a ******** excursion planned the next day. When we got to the airport we were told that the flight was delayed, we tried confirming this we were sent in a different line and for hours we stood there ****** ******* ******* ***** ******* one of their agents started saying there was an option to go home come back next day or stay for a voucher for breakfast. **** ** ***** **** *** ****** And we weren't guaranteed a flight either the next day, Because they didn't have a pilot??????? * ****** ** ******* ended up buying another ticket that same morning with another airline. Sunwing never reimbursed us anything till this day I emailed them NOTHING. *** **** ***** *** *******Sunwing Vacations Inc
Date: 01/02/2024
Dear ******,
Please understand that Sunwing Vacations Inc. is a distinct and separate legal entity from Sunwing Airlines Inc. Sunwing Vacations Inc. is a tour operator, not an air carrier. Sunwing Airlines Inc. is an air carrier. Sunwing Vacations Inc. as a tour operator makes arrangements with suppliers, including airlines, to provide travel services and other activities included in a vacation package. Sunwing Vacations Inc. purchases seats from Sunwing Airlines Inc. Airlines are obligated to follow the Air Passenger Protection Regulations in regard to flight delays. We are sorry that you have found the explanation to date not favorable or acceptable. In respect to flight delays, Sunwing Airlines as a small carrier has certain obligations - please revisit the Air Passenger Protection Regulations. Sincerely, Sunwing VacationsReview fromX. W.
Date: 08/01/2024
1 starWent with Sunwing vacation for the past Xmas and new years celebration, terrible experience and a total nightmare . I trusted Sunwing website of 4.5 star hotel and it was only 1 star motel standard to be honest! very disappointed!Sunwing Vacations Inc
Date: 26/01/2024
We sincerely apologize for any disappointment you encountered on your last Sunwing vacation. We do not see a reservation in our system under your name as it is displayed for a departure over the past Christmas season. We would ask that you visit ***.*******.ca visit the Contact Us page, open a case by providing your booking number. Thank you for your cooperation.
Sincerely,
Sunwing VacationsX. W.
Date: 27/01/2024
I travelled Dec 26, 2023 to 2024 Jan 2, unless you purposely deleted my record in your system already. I had booking number **SSN**, *** **** ***** ********* *** *** ***** *** ********** ****** ****Review fromMARLY A
Date: 05/01/2024
1 star******* ** **********
I just needed to make a simple change to my booking. Well......it seems they don't have a customer service department that can actually assist clients. After 5 calls and 8 hours on the phone with SUNWING I still do not have my concern dealt with. I spoke with many agents that all seemed to give my conflicting information. I was put on hold multiply times, disconnected, transffered and more. I asked multioly times to speak with a manager... they do not do that. They do not do out bound calls or email their clients, it is inbound calls only. They told me that they do not have the authority to help me and that there is no one there that can. That they can't do anymore. I asked for head office number and they just gave me the reservation line. I am speechless. The agents were rude, talked over me, not willing to listen to my concern, would not transfer me to a manager. They could not answer my questions and just said over and over that this is all they can do. I sent to emails to the company through their website and still have not heard back from them. * **** ********** *** *** ******* *** ** **** *** ********Sunwing Vacations Inc
Date: 26/01/2024
Dear Ms. *********
Thank you for contacting us through the BBB. Your review has been shared with the appropriate persons(s) at Sunwing to ensure accuracy of the changes made. We sincerely apologize for your experience thus far.
Sincerely,
Sunwing Vacations.Review fromAmatur B
Date: 28/12/2023
1 starWe booked with sunwings all inclusive to ******** ***** ******* they dumped us to ******* resort which is far far from varadero which originally we planed we request them to go to varadero they said we will transfer you there later we wasted 2 days there waiting to be transferred some time rep said bus is broken some time some other excuses we almost wasted 3 days in jabacoa our whole tour was ruined now we are trying to contact them which they have terrible customer service here in Canada too no one is listening to us at all I hope some one will contact us ** **** ****** ***** ******** ** *** ******* ********* ** **** ***** ******* ** ** **** ****** ***** ****** ********* ******Sunwing Vacations Inc
Date: 18/01/2024
We are very sorry to read of your experience. This is truly not indicative of the service we aim to provide to our customers. Please visit www.sunwing.ca and click on Contact Us/Questions, complaints, compliments. This is the best way to contact our Post Travel Team.
Sincerely, Sunwing VacationsReview fromewa s
Date: 26/12/2023
1 starThe worst airlines ever!!! I booked my vacations for January and paid more for morning flight.Two weeks ago Sunwing cancelled morning flight and now we are coming back 2 am next day and of course nobody is willing to give me back difference between those flight.** ** ****, Sunwing did the same thing few timesSunwing Vacations Inc
Date: 17/01/2024
We understand how upsetting changes to flight schedules can be however flight schedules are subject to change with or without notice. Flight consolidations can occur for various reasons. Sunwing Vacations tries to minimize these types of changes but regretfully at certain times of the year, they do occur.Review fromEvgeniya F
Date: 23/12/2023
1 starWe booked a family trip to Mexico in *** ******* hotel in November and called Sunwing representative to make arrangement about accommodation. As we are travelling with elderly parents one of which has hip problems and could not walk long distances due to extremely severe pain, we asked for a room in the building that is near the beach ( just a standard room but not far away from the beach). We were said “no problem, we made a request and all is good”. We came to the hotel yesterday night and at the reception we were provide with a room in the building that is farthest away from the beach and moreover on the top floor with no elevator in the building!!!! **** * ******** That is ridiculous!!! When we raised questions about it at the reception, the receptionist said that we have to pay extra in order to move closer to the beach! On the morning today we spoke with the Sunwing representative who submitted a complaint on our behalf to the office in Mexico, but they came back with the standard response saying that all depends on rooms availability at the hotel. Sunwing simply places responsibility on the hotel while the hotel says they are not responsible for Sunwing promises. We feel frustrated and deceived. Thank you Sunwing for being useless in this case and for ruined vacation! ***** ** *** ********* ** ******* *********** ***** ****** **** ** ** *** ***** *** *** ** **** ***** *** *** ***** *** ** *** *** ******* ** ****** *** ********* **** ** *** ****** **** ** *** ***** *** **** ** ** *** ***** ******* *******Sunwing Vacations Inc
Date: 16/01/2024
Dear Ms. *******,
Thank you for contacting us through the BBB. We are very sorry to hear of your experience when travelling over the Christmas holiday. Sunwing is only in receipt of your review today, January 16, 2024. We kindly ask that if you have any outstanding concerns, please visit www.sunwing.ca and click on the "Contact Us" page. Any outstanding concerns will be addressed by the appropriate person(s). Thank you.
Sincerely,
Sunwing VacationsReview fromJ. L.
Date: 19/12/2023
1 starTime is very important, we lost plenty of it under the accommodations SunWing has promised.
From the first impression associated with the brand introduced to 21 of us by a resort in Costa Rica *** ***** promoted by Sunwing named the Palace for a birthday get away for a senior along with her family.
First introduction was at best mediocre by the staff hoping to get us placed in rooms infested with cockroaches that were busy being accommodated prior to us showing up and making a home in the rooms in every corner.
I began with assassinating a large family of insects that looked like they've been marking a home ready for ancestors to move in along with them before I had enough and asked for a different room to alleviate my late arrival thanks to Sunwing while putting my hunting skills to rest so my family could sleep soundly roach free.
Moved to another room, a little better.
Lets skip the stay and move to the departure, it gets worse.
Flights hours late, brought back to the airport after hours by Sunwing thinking that the airport rules don't apply and loaded on an aircraft only to be told to leave and wait aimlessly at an airport that's closed with multiple groups not sure of what he next move is until we are notified by a rep that is completely unorganized and afraid of where we may end up.
Thankfully I took the initiative and guided the travelers to busses that were eventually sent to bring us back to the resorts we dissented from for another tiring night of a back and forth
from a resort we were pushed out of to make room for other travelers.
* **** ** ****** ******* ***** ** *** ****** ** ***** ***** ** ***** **** *********** ** *** ********* ***** **** ** *** ** ******* ****** ***** Either you give us a better experience or I will escalate.
** *** **** * **** **** ** *** ** ***** ** **** *** **** **** ******* ******* ** **** *** **** ***** *** ************Sunwing Vacations Inc
Date: 03/01/2024
Dear Mr. ******,
Thank you for contacting us through the BBB. We are sorry to hear of your experience, this is not indicative of the services we strive to provide to our customers. Please go to www.sunwing.ca and click on Contact Us. There will be an opportunity on this page for you to share your feedback. A person from our Post Travel Team will review and respond accordingly.
Thank you for your understanding and continued patience.
Sunwing VacationsJ. L.
Date: 04/01/2024
I beg to differ, Here's why.
I'll lay the foundation so there is no mistake that SunWing made bad decisions that influenced the outcome of the chain of events.
SunWing made an executive decision to have all the passengers board the flight departing knowing that the Liberian airport closed at 12am.
The Aircraft arrived so late that the flight attendants did not have enough time to clean the aircraft which caused a confrontation when puke was discovered on 2 seats on the flight.
This is a clear indication that SunWing knew they were cutting it close and was taking a risk to clear the resorts to make room for other patrons.
The decision made by SunWing not only caused stress for paying passengers and time we will never get back but also these miscalculated decision or poor decision cost SunWing a fortune.
Boarding a plane 5 minutes prior to the airport shutting down all operations was a bad move and in fact was indictive of the service you provide.
There is not combatting that fact, taking responsibility is the right thing to do for a company at this magnitude.
I'm hoping that there is some responsibility taken prior to my reaching out to ***** ****** and **** ********.
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