Customer ReviewsforSunwing Vacations Inc

This year 2024 January I booked vacation to Cuba with Sunwing vacation and had WORST experience of my life, not only that since, last 9 months I am requesting for Full refund for my money spent and Sunwing is sent me email with signing NDA and 1/3 amount to be refund which I refused, I need full amount to be refunded, *** ** *** **** **** ******** **** ******** WE left place in less than 24 hr of check in and paid extra to come home. I have filed written complaints about difficulties faced over vacation, I , my spouse and 6 months old daughter were left without basic survival necessities which were food, water and poor hygienic conditions. ****** * ** ******* **** ********* ********* a full refund of $3098 with this booking with Sunwing. The booking* ** ******.... There are Lots of issues and complaints following below with our vacation to Cuba at ***** ****** ********: ·     No food was available at the time of arrival to the resort which was edible for us and we did not have any food with us considering food was not permitted to bring through flight. So we were expecting to eat at the resort. We are vegetarian and at 11:00 pm when we arrived at the resort after a long exhausted journey no vegetarian food was available.We were served with bun and shredded cheese and boiled stale vegetables for example shredded cabbage, etc. After asking, requesting and going to the reception counter/snack bar 100 times (as the phone also does not work at night!), we were provided with boiled spaghetti at 0200 at night. As this was not enough, at night, the drinking water bottle was also provided in limited quantity after asking multiple times which was too inconvenient not only for us but with our formula fed baby too. continue There is LOT MORE THAN THIS IT WAS VERY VERY WORST EXPERIENCE.

Dear ******, Thank you for contacting us through the Better Business Bureau. We are sorry to see your review as this truly is not indicative of the service we strive to provide to our customers. Cuba as a third-world country at times faces various challenges to provide the basics not only to their citizens but also to the thousands of tourists that choose their country as a vacation spot. We hope that this one experience will not stop you from using our services again in the future. Sincerely, Sunwing Vacations

Hello, I am interested in full refund of $3098 form Sunwing and fighting for it since last 9 months. When can I expect that and what details you need in order to refund me full amount $.? Let me know. Not only that if it’s getting delayed more and more will have to take extra steps. I hope you understand seriousness of complaint, delay that happened to refund full amount and act asap. I am not interested any partial or other way of resolution. Thank you very much

***** ******** ******** ******** ********* *** * ***** ******** ******** * ******** Check in: August 5 Check out: August 12 Room * ***** * ***** I am writing to express my utter discontent and regret booking with Sunwing Vacations and the trip to ******** Cuba and below are the reasons.Sunwing flights were late both ways outbound and inbound. For those of us who had to resume work on August 14th, it was impossible to work and therefore had to take the day off which lead to an unnecessary loss of a vacation day. There was no compensation given at the airport in the form of food vouchers which we have availed of in the past when there have been delays with other all inclusive vacation providers. On arrival at the resort we went to the 24 hour “Snack Bar” as it was the only place open at that time of the night for food. There were very limited options to select from. Some of us were offered small meat ball size croquettes which were absolutely not a croquette and had no meat in it. The pasta was a plain white runny rue with 2 or 3 very tiny pieces of meat. Just a few managed to get a sausage in bread. The unlucky ones were told they have run out of food. ***** **** ****** **** *** ****** *** **** ******* *** *** **** ***** *** **** ** *** ****** ***** *** ******** *** never cleaned the rooms or changed the towels but marked them as cleaned ** *** ***** ******* **** ****** towels were changed after 5 days and this happened only after complaining numerous times to guest services. Sheets were often ripped. We have visited guest services at least twice a day and spent precious vacation time correcting issues **** ****** **** ***** ******* ** *** ***** *****. Sunwing has advertised this resort as Sunwing favourite award winning resort with 4.5 stars. This advertising on your behalf is ******* ********** ** *** ******** *** is false advertising .The resort is no more than 2 stars at the best. Sunwing refuses to take any responsibility for any information on their website

Dear ***, Thank you for contacting us through the BBB and taking the time to write a review about your recent visit to Cuba. This resort is typically received well by our customers, the complaint factor percentage is less than 2% overall of the total rooms booked through Sunwing. Please continue to communicate with our Post Travel Team, as that is the best avenue to seek resolution. Sincerely, Sunwing Vacations

I booked a vacation for my family of 4 ******** ******** * ***** **** *** * *** **** - My flight was scheduled for July 27 @16:45 - 1st Delay to 21:45 that same day (5 hours later) for staffing issues - 2nd Delay to 08:00 on July 28 (one day later) for safety issues Although I can appreciate that the second delay was due to safety, the first delay was due to staffing issues which is unacceptable and within the control of Sunwing. We spent over 5 hours at the airport just waiting with one delay after another. To make matters worse: - After we were offloaded from the unsafe flight, we were required to wait for our luggage which took over an hour - After retrieving our luggage we were required to wait in line for another 1.5 hours in order to get a taxi voucher. By the time we got home, it was almost 1am. - We were required to be back to the airport the following morning by 4:30 am (per your employees). This meant that we got 3 hours of sleep (at most). - We finally got on the flight but upon arrival at the hotel at around 3pm, we were advised that they could not find our room booking. This was strange since I would have expected Sunwing to have advised the hotel of this delay since we purchased a vacation PACKAGE. It was another 2 hours until we were situated in rooms. As you can tell from the above, our first (but really second day of vacation) was a complete write-off. We were sleep deprived, tired, stressed and in foul moods. Keeping in mind that we went through all of this with 2 young children. We were so exhausted by the time we were in our rooms, that we just slept. That is 2 days of vacation gone. After all of this, Sunwing's response was: Sorry, nothing can be done for you. Had the flight not been delayed in the first place due to lack of staff, we would have found out at 4pm that there were issues and things would never have been as awful as they were. They DO NOT take responsibility for their issues at all.

Dear ****, Thank you for contacting us through the BBB. It is always disappointing when our customers are less than satisfied with our services. We understand how disappointing and frustrating flight delays are for our customers. We see that you have been in communication with a Resolution Agent. We encourage you to continue to communicate with the Agent with any outstanding concerns and submit receipts for any outstanding expenses incurred during the flight delays as requested. Thank you. Sincerely, Sunwing Vacations

***** ******* ********** ** * ***** ***** * ***** **** ****** * ****** 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!

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

I'm writing to express my profound disappointment & frustration regarding the service I received concerning my recent booking with Sunwing. On July 16, I booked a family vacation through your company & received confirmation along with an invoice. My credit card was charged on July 17, without any issues. However, just two days before our scheduled departure, I received an email from your fraud dept indicating that there were concerns about potential fraud. According to the email, your department had contacted my bank, which allegedly could not match my information on file, resulting in the cancellation of my trip. Upon contacting my bank, I was informed that they had no record of any contact from Sunwing & confirmed that the payment had been processed successfully. It was also noted that my bank account details had not changed & that my information had been consistent over the past decade. This leads me to question the validity of the fraud concerns raised by Sunwing. Additionally, I found out that the hotel I had booked was no longer available when I attempted to rebook. This raises the possibility that my booking may have been cancelled due to overbooking or some other internal issue within Sunwing, rather than any legitimate fraud concerns. I have sent an email inquiring about the specific reasons behind your suspicion and requested the contact details of the bank agent whom your department allegedly spoke with. To date, I have received no response. Given the circumstances, I am seeking immediate clarification on the following: The specific reasons that led to the suspicion of fraud & the evidence supporting this claim. The contact information of the bank representative who was allegedly consulted. The cancellation of our trip has caused significant inconvenience to my family. We had meticulously planned time off from work & made numerous arrangements around this trip. The sudden cancellation has disrupted our plans & caused considerable stress & frustration.

Dear ****, Thank you for contacting us through the BBB. We have sent a message to the appropriate team to ensure that you are contacted to have your concerns addressed asap. Thank you for your continued patience and cooperation. Sincerely, Sunwing Vacations

*** *** *** ******** ** * *** *** ** *** *** ** ** ***** * **** 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.

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

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.

***** ******* ***** worst service, worst customer service ever. We used it for the first time in December 2023, never again. **** **** **** **** ******* ** *** *****

Dear *******, We are very sorry to receive your review. If you would like to provide us with your booking and or the reason for your upset, we would be happy to have someone contact you directly. Sincerely, Sunwing Vacations

Dear Sunwing Customer Service, I am writing to formally express my dissatisfaction with the vacation experience we had at the **** ***** ******* **** ********* ** **** ***** Cuba, from December 27, 2023, to January 3, 2024. Unfortunately, several significant issues during our stay severely impacted our overall enjoyment and comfort. Firstly, the hotel had a severe lack of food options. The buffet bins were frequently empty, leaving us with very few choices for meals. Additionally, there was a shortage of basic drink options, including mineral water and sodas, which greatly diminished the quality of our stay. Secondly, we experienced a persistent problem with the hot water supply in our room. For more than half of our vacation (4 days), there was no hot water available for showers. This lack of a basic amenity was extremely inconvenient and unacceptable for a resort of this standard. Given these substantial inconveniences and the poor quality of service, I am requesting a refund of 50% of the total cost of our vacation. This compensation is a fair reflection of the distress and discomfort we experienced, and the failure to provide the services promised in our booking. I trust you will handle this matter with the urgency it deserves and look forward to a prompt response. Please contact me at ************  to discuss this matter further. Thank you for your attention to this issue.

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!

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.