Poor customer servie for a service insustry of this size! Do not recommend sunwing. Avoid it by all costs. After 5 hours of delay to get onboard. We got to mexico super late ... our name wasn't on their list so had to wait another 1.5 to 2 hours for them to sort out our 15 min taxi ride !!!! ... lost a good half day of resort with no on board food or even water when we were waiting .... Coming back. Flight is scheduled at 10:15 at night and the sunwing wants to takes us to airport at 3 pm !!! They have ZEREO value for your time ... so basically a good full day of your vacation is burnt when you go with sunwing. Got to airport, wait around and the flight is now "Delayed" to tomorrow morning at 11 am. At 9:30 pm. They take us to 1 hour away "all inclusive" where you have to pay for wifi, room service and everything except 1 restourant. Plus no breakfast in the morning of course ... They ask us to be ready for pick up out of room at 6.00 am. Just to avoid us having a breakfast or coffee... get to the bus area and don't get on the bus till 7 am. Contacted them via phone and email. No response. Horrible service... I will not fly or book with them ever again...

There isn’t enough space to write about how inept Sunwing employees are once you get to the airport. Reserved seats online the night before. Got to the airport to find absolute Kaos with their employees. It doesn’t take 2 hours to check a bag! Got a call 10 minutes before final boarding to go up to a gate and they would take our luggage and we could board the plane. The agent was motioning us to come to her. Got intercepted but a power tripping employee saying no! Directed to another agent who asked for our passports. We were then told sorry you missed your flight! Then they had the nerve to ask us for another $455 each to fly out the next day, only to have countless calls to Sunwing, that told us there were seats left. We then got told the seats were gone. What a gong show! All we have got from complaining on their “Sunwing cares” BS site is that we can’t get there 10 minutes before a flight leaves! We were there 2 hours waiting. No boarding calls, nothing. My friend and I lost $905 each. Hard pill to swallow. Would strongly advise people to make sure Sunwing is not your carrier when booking a trip. Horrible experience.

Don’t waste your money! You will encounter more than 24 hours delay, lost luggage, being missed for transportation in the destination, And no response. After three years we booked a 7 days vacation with Sunwing to Cancún. Went to airport and the flight delayed first for 4 hours then after 2 hours for another 2 hours. We spend 5 hours in the airport when they delayed the flight to the next day. We have been informed by Sunwing staff that there is a lack of staff and in the same day other Sunwing flights flew. When we contact Sunwing for compensation, they said the delay was because of the bad weather and not eligible for compensation! LIE! On the destination, when we want to come back, we checked out, we went to the bus and after 1 minutes drive, they took us back to hotel and said the flight is delayed. Sunwing representatives told us to relax and enjoy the pool, eat, … and he will call us when any news came up. We were wondering in the area and came back after 2 hours. He assured us the flight moved to the other day and he is working for a room for us. He told us to come back in 2 hours. When we come back, he said you missed the bus! You flight is on for today! Unbelievable! Unbelievable! Now we arrived in Toronto: no luggage’s for three hours. No Sunwing people in the airport. Just two airport staff tried to handle angry Sunwing customers. They told us to fill delay baggage report and leave and come back tomorrow for our bags. Now it has been three days, we went to the airport twice and called them 100 times No one answer. Horrible! Horrible!

Horrible customer service, well non-existent. After trip emailed them for a response to having to pay for a transfer that was suppose to be included, 30 days later no response! This is a typical check-in day for Sunwing in Cancun. I would suggest spending a little extra to go with the mainline carriers. AC has a 5 minute wait for check-in, we've been in the line for an hour. 150 customers in the cue with 2 of 14 counters open. Got to luv Sunwing.

Booked a vacation with Sunwing this October. We checked in online the night before, had a boarding pass with our seats; got there and our name/seats were not found. Had to wait a while for the check in staff to talk to her manager, and we had to do the whole check in process again. The flight down to Mexico was terrible as you have zero leg room. My knees were literally touching the back of the seat in front of me the whole time. Very uncomfortable. Sadly this is what we have all become accustomed to in general on airplanes. The plane itself was very outdated and kind of dirty, there was a broken piece on the armrest, no plugs to charge your phone, no screen etc. You get one tiny cup of pop/water for a 4 hour flight. On the way back we paid $50 US each for elite seats. I know we knew of the price ahead of time and decided to try it anyway, but $100 US for 2 people only got us 6 inches of extra leg room. Priority check in was faster than waiting in a huge line, however they were letting people check in ahead of us who were not elite. Also the bags are supposed to be priority at baggage claim; they were not. I truly don't think they care about their customers at all. Will avoid this airline in the future.

Booked a southern trip for the holidays on a day of an impending storm. The storm never really came and at flight time I was sitting in an airport hotel a mile away watching Air Canada take off from the runway! SunWing didn’t post updates to alert of a delay and in fact right up until flight time and the Toronto Pearson website, apparently we are still on time for departure. Worst communication ever and will never consider SunWing again!! In the first picture you can see Air Canada taking the storm by the Balls!!!

DO NOT buy anything Sunwing!!! Stay home. Run the other way. If I could give a lower star rating, I would. Its run by amateur staff who seem to be on the job for their first day. Our flight was delayed an entire day, NO compensation. Lost one day in seven of our vacation. NOTHING. No phone call. No email. No apology. Did not even acknowledge it happened. A rep said to file for compensation, and then their website says you are not eligible as the delay was not in their control. From incompetence, to indifference to in your face lies, its just awful. And embarrassing its a Canadian company. Spend your money ANYWHERE else.

Sunwing had been hacked and many people were stranded. Sunwing resolved the issue quickly and delivered my amazing vacation.

I was mistreated, discriminated against for being a Cuba-Canadian, at the Santa Clara Airport (SNU) by Sunwing Representative Jose Luis Alfonso. I had bought a Premium ticket which included paid suitcases, when the counter clerk saw that I the computer was asking for payment again, he called the Sunwing Rep Jose Luis Alfonso who simply said 'Charge them Again'. At the view of my protesting, the rep. started an argument. As is customary in Cuba, a crowd of security, customs officials, employees formed around me so as to intimidate me. They don't want nobody to protest for anything. When I asked for the rep name, he came from behind the counter and took a stand off posture (violating my personal space, belly with belly) waiting for me to go violent and maybe arrest me. Trap in which I did not fall. I have complained to Sunwing demanding the refund of the overchaged luggage and compensation for this abusive and bully behaviour of one its reps. So far I have no received an answer. They say it may take a month. One agent told me 'Patience is Part of the Process'...As a Cuban with an 80 years old mother still in the island I must continue to visit but I TRULY hope that Canadians wake-up one day and that as FREE PEOPLE stop supporting the regime...

Sunwing Travel Group sold my family a week in Cuba at the Memories Flamenco resort. We had no A/C or working tv for days. Had bloody pillows from other vacationers. Only discovered when I decided to remove the pillow cases. Had petroleum based pesticides sprayed on us daily from an air plane, bulldozer and leaf blowers equipped with pesticides to spray flies, mosquitoes and mostly spraying vacationers. Beach chairs filthy with dead skin and black dirt. Beach had 25 feet of sharp rocks and sea shells cutting our feet as we went in. We had to crawl past the jagged edge rocks. They picked out plastic cups out of the garbage rinsed them in a bucket and gave them back to vacationers. Dirty nasty. Buffet restaurant was full of flies and mesquites dropping dead in my glass and food. I reported all of this to a Sunwing Travel Group representative and he did nothing and really didn’t care. Sunwing you did not deliver. You only delivered Nasty,Nasty stuff. Sunwing Travel Group Canadians Deserve Better. Stop taking advantage of us polite Canadians. Address all the issues with this resort. Shut it down and send Canadian health inspectors there to make sure Canadians are safe. There must be some standards.

Never ever ever use this company for flights. Booked a holiday to Cuba before the pandemic hit. Canada announced border closures the day before we were due to fly. Outbound flight was eventually refunded from Air Canada. Despite emailing a week before our inbound flight from Varadero (which we couldn't possibly be in), they are refusing to provide refund or credit despite themselves being refunded by Air Canada who operate the route! Disgraceful customer service when attempting to explain the situation. Never again will I use these companies when purchasing flights.

DONT BELIVE TO THE PACKAGES THAT THEY SELL ONLINE. I keep on attaching the real pictures of the hotel but they deleting it. We booked a vacation going from Toronto to Varadero on Dec 19 which ended up living in trash hotel, and when we reached sunwing they didn’t do anything to help all what they said to us contact Cuban local Sunwing representative. ON TOP OF THAT, the funny side of the story some lady from the claims department Maryam F had the “right” solution to help us, she offered $50 credit toward my next purchase. I took this case forward already involved BBB canada and took a lawyer. Will see what will be their next solution

Booking: 123001543 Before our flight from Cancun to Toronto on Nov 7th we purchased window and Aisle seats but due to the aircraft was changed we did not receive the seat we purchased and they gave us a worst seat ever in the middle of airplane, I have requested for the seat refund since Nov 09th and nobody has even answered me since then! They simply take people’s money and after that they don’t respond you! I’m a travel agent and don’t recommend Sunwing to anyone ever!

When we got to Toronto international airport we were told that we check in at one gate and they would transfer us to another gate for departure. We were picked up by a bus that was mostly standup only. It was quite a ride to the other gate at the far end of the airport. We then had to wait for the plane which was like a bus terminal. Not too nice if you want to use one of the lounges because there isn’t any their. We got on the plane no problem which was a newer 737. Very tight seating though, not comfortable for someone tall. We got to our destination and we were picked up at the Cancun airport by a Sunwing van. When we arrived at the resort they said we had to meet with our sunwing rep the next day. She said we had to pay a tourist tax on line which we tried to do but our credit cards rejected it as it was flagged as a possible fraudulent site. We waited the next day and spoke to a different rep and he said that it is possible that the site is fraudulent and don’t bother paying it because no one asks at the airport anyway. What a waste of time as now I had to cancel my credit card just in case it was fraudulent. The holiday was perfect otherwise except on our last day sun wing forgot to pick us up to take us to the airport. We had to take a cab and pay $75.00 which the rep said we would have to claim when we got back. We did make a claim on their website so we will see how long it takes to get our money back. The RIU palace riviera maya is a beautiful resort, the staff are very attentive and friendly and the food is excellent! The waiters are the best in Mexico! Highly recommend them. P.S we did finally get a refund for the cab ride to the CanCun airport.

If I could give the company 0 stars, I probably would. While trying to book our vacation, I couldn't process our payment by myself. I had to call in. The agent that helped missed the last letter of my daughter's surname. I had to call back to get that corrected. We had our vacation booked. The images shown were not the same as reality. We booked for Royal Decameron Complex. We paid for our seats on the plane going and coming back. The flight crew was nice, no problems there. The issue I had was on the day we were leaving, I tried to complete Flight check-in, only to have to stop several times because either 1- they assigned us different seats than the ones we prepaid for, or 2- they tried to charge us for the 1st checked bag Free. Then when contacting customer support either through the app (no one replied back after the Virtual assistant transferred the chat over, or via email, or our rep at the resort. Each one said they can't do anything about the seat change, but when asked if this was our request because it was completed by a supervisor, I told them to give us back our seats. They said that they couldn't and that I would get reimbursed. Then as we were leaving, instead of a bus transfer like what brought us to the resort, they sent us a taxi, which I did not mind because we did not have to pay. But SunWing needs to renovate the resort badly. The people were great and the resort was nice, the food needs a bit of help and the rooms in certain sections, such as the one we stayed in. You can see the room we got.

Horrible service. I booked my vacation to Cuba before Covid. I paid with my mastercard and added the voucher from previous vacation that I received from them.They canceled a vacation and I got my money back, but not a voucher. The customer service said that "technically " I've used already my voucher. Never believe them. I wish to give them zero star

We had the flight to cayo Largo Cuba schedule for today Dec 30 at 4pm, showed up at the airport no find out out it was delayed for Tomorrow morning, no notice whatsoever, could have avoided spending money to pay for taxi if they would just notify by email or call of such delayes. Really disappointed , told plane was right there but no staff. Why do you sell a flight if you don’t have the means

Everyone please do yourselves a favour and avoid this nightmare, I did my wedding with them and everything that they did was horrible, the agent in charge of my wedding was horrible to deal with, no one could get a hold In a timely manner, they hated talking over the phone and always had automated emails, not to mention how many times you’d get a out of office vacation email at the most crucial times. Names were input incorrectly, and the list goes on and on literally of how bad a job they did. This service is suppose to make it easier and smooth for the couple but it’s the furthest thing from that, stress beyond belief and a literal nightmare. We had a group of close to 90 and the amount of people that came to us complaining of how bad the service was and how they couldn’t reach who they needed to speak to in a timely manner is appalling. If you wanna automate everything and not talk to anyone hire some bots. They charged me for premium liquor and gave me no name brands, they told me to put chandelier lights and misrepresented it with pictures that looked nothing like what was in my tent, they were the farthest thing from elegant with very ugly flood lights in the corners, they put my uncle from Italy in a room with My friend who didn’t know each other even though they both booked single occupancy, they charged my mother extra $200usd so my uncle could impede her and my dads privacy on my wedding to sleep on a pull out with no sheets because obviously he’s not staying in the the room with the random friend especially when he paid for his own room. After 6 months they refunded the 200 and simply said sorry like that is normal practise for this situation, like they didn’t totally mess plans up and ruin things, was very embarrassing for us as a couple having my uncle from Italy sleep on a pull out with no sheets and take away from my parents privacy on our wedding week. I’m more than happy to explain in more detail how bad of a experience it was as there is way more to this nightmare than can fit in one write up, and still this is ongoing as customer service is non existent, they just pon off problems to different departments take forever to answer(months for a reply) and they just love to say sorry without actually doing anything about the issues. AVOID AT ALL COSTS, or be prepared for disappointment after disappointment. I’ve also been waiting over 3 months to receive a voucher credit for cancelation insurance so if you think that has you covered, think again. The voucher will probably expire by the time anyone does their job properly or gets back to you. This company likes to play with peoples money, very prompt and on it when you wanna initially book or pay them but once they have your money, good luck.

Worst airline experience in terms of support . I went to Punta Cana for 7 days vacation from Nov 1 to Nov 8 2023. Coming back from Punta Cana to Toronto I didn’t received one of my baggage at Yyz airport and it almost 30 hours and support people are saying that they are not able to get any response from Punta Cana airport about my missing baggage . They messed up everything at Punta Cana airport and override one of my baggage tag with my daughter’s stroller . I never recommend Sunwing to anyone as this happens to so many friends of mine in last 2-3 months and never get the support . Locating one suit case should be simple but they never cooperate with you . Let see whether Im able to get my baggage or not .

Going through these reviews, it seems that I'm not alone. Sunwing does not care about their customers. This business is purely for profit, and not at all about customer satisfaction. The amount of complaints I have from this one trip alone is unbelievable. This is the type of company that is okay to fly with if nothing goes wrong. However, if you have a complication or need assistance, you most likely won't receive it. Everyone we spoke to on the phone sounded half asleep, refused to help us, and at times lied. We were unable to receive transportation to the resort.. We were told that a Sunwing representative would be at the resort to assist us, which was not true. Once contacting Sunwing for assistance, we were refused. However, when the resort contacted them on our behalf they were willing to accommodate us. It seems that they are very capable of helping their customers but choose not to. Sunwing made for us what should have been a relaxing and well deserved vacation, a stressful and anxiety provoking experience. We were treated like transactions instead of humans beings. On a seperate note, the flight attendants spent their time behind a curtain gossiping, took over 2 hours to deliver us water.. you have to pay extra in order for your knee not to touch the seat in front of you. Window seat also available for an extra charge. We were all told that even if a window seat is empty beside us, we will be charged if we sit there. No snacks for 4 hour flight unless you pay. Just an extremely cheap and rude company overall. I hope that changes will be made and that customer service/satisfaction becomes more important, but I doubt it. I've seen the company comment on many reviews that these matters will be delivered to the appropriate department etc. However, what I would like to see is how they plan to make these changes.

Scammer who will not refund my money even with a cancel and change anytime policy. Buyers beware! DO NOT USE SUNWING!

I booked a vacation as part of a group and purchased the worry free cancellation insurance. Due to COVID we had to cancel and were issued what we thought was a correctly created voucher for a future trip. The voucher was not made correctly and was missing a crucial number that prevented me from being able to use it. I am now trying to chase down Sunwing employees who can tell me what I'm supposed to do, but I am either receiving an "I don't know" or am getting left on hold for hours. Book your vacations through another company. If I had the choice to get a refund I would and I wouldn't think twice, but that's not possible. If I had known I never would have booked in the first place. Once I get the voucher and take my trip I am *never* using Sunwing again.

We have flown Sunwing many times, and everything has been great from the flights to the resorts to the customer service. I have always raved about Sunwing and always gave it five stars. However, I feel the need to write this review and bump it down to three stars for now. This summer we booked a vacation for this November, there were two flight times offered an early morning and a late evening flight. We opted for the morning flight and paid about $75 each extra for the better time. Just got notified 3 weeks before departure that they had canceled the 6am and we would be on the 4:30 PM flight. Inquiries were made about refunding the difference and they said NO, you take the chance when you pay extra as any flight can be cancelled at any time with zero recourse. The customer service agent went as far as to say the reason for the cancellation was due the weather… Not sure how he can predict that far down the road, lol. Needless to say, we are disappointed by the “lack of care” factor, and the fact we are out quite a bit of extra money. I’m open in the end. We will have another great vacation despite change, and hoping Sunwing will do something about this eventually…. but based on recent unfortunate negative Feedback, not holding my breath. Moral of the story, if you’re flying, Sunwing, don’t pay extra for the better departure time, it’s not worthwhile anymore.

Took a Sunwing Vacation to Cancun Mexico. Have to admit service on airplane was great. However once in Mexico good luck to you. At the hotel the Sunwing Rep. was only there 3 hrs a day and you had to see him in a room that was down a hall poorly lit and had a hidden step that was only seen once you were right on top of it as it blended into the room. We bought several tours and had to cancel one due to having the runs. and one due to an ACCIDENT by my Wife. What happened? The Sunwing agent wrote down the wrong time at night for pick up. We were unknowingly 1 hr. early. The room was poorly lighted and after 30 minutes when the guide never showed. My wife started to pace back and forth out of frustration. She didn't see the step down at the end of the desk and when she reached for a pamphlet to see what time it said for the tour. She slipped and fell. Hurt her entire left side of her body. We had to cancel the tour and she is now laid up in bed in great pain. At the time, everyone from Sunwing had disappeared and even the Hotel management wasn't around. I had to yell for help and the next day when i tried to contact a Sunwing Representative. No Luck. I've lost $600.00U.S. and Sunwing refuses to let me speak to anyone other than a customer service rep in the Bahamas, Jamacia etc. Not even to a Customer service Manager. I'm now hoping that the BBB can get through to Management. Had the Sunwing Agent not given us the wrong pick up time. 1 hr earlier than the real pick up time. My Wife wouldn't have gone into the Sunwing office to find a pamphlet and therefore wouldn't have fallen. Sunwing Vacations you were at fault. you should refund our money if not pay reparations for the accident. I Can't Recommend Sunwing Vacations.

Purchased a package prior to pandemic that I had to defer due to personal reasons. Then the pandemic hit and Sunwing wanted me to pay to extend voucher deadline. I would have hoped that given the restrictions and health concerns (implemented by the government) associated with travel during the pandemic that they would have extended the voucher without charge. I was mistaken because it seems the almighty dollar is more important to them than the health and well being of their customers. My recommendation is to go with a company that puts customers first.

I booked my first family trip to Cuba through Sun wing from Hamilton. I got the great service with amazing price.The flight left on time and came back to Canada on time. The transfer on Cuba airport was great. The had a great package with Grand memory hotel. The food was great with lot of variety for everyone even the people who don’t eat meat. I am looking forward to book again with Sunwing in April this year for Cuba. Thank you Sunwing for making our first trip to Cuba such a memorable trip.

I'd let you decide if I was at fault here. But I urge you to read the fine-print carefully before clicking any button on the Sunwing website! I will lose over CAD 2000 here for a cancelled trip, your loss maybe more severe. Thanks for reading!

We just arrived home from a ten day stay at Riu Yucatan in Mexico, Play Del Carmen. We would like to say that from start to finish this was one of our best holidays and we have travelled extensively. We thoroughly enjoyed our choice of Resorts as it was very clean, customer service was the best, they could never do enough to assist us either with directions or any small issues or just having a friendly chat. The food was great and always fresh. Either my husband or myself was ill from any of the food as they appear to be very careful with keeping it cold when required and hot when was necessary. We definitely will go back to this resort. It is very safe and there were no worries about security. On our last day, we were delayed for our flight home due to weather conditions in Toronto. Sun Wing immediately went to work, paid for our extended day stay at our resort, made transfer reservations to get us back to the air port. We cannot safe enough about how happy we were with our choice to use Sun Wing and this resort. Thank you Sun Wing.

Sunwing Sunwing has vertically integrated and essentially operates all the hotels on the island of Cayo Largo. Flights arrive on a rotating schedule from Canada’s major cities. Prices go down as the trip date nears. I traveled in January 2024 with a group of 30 people. Medical Warning! About half our group showed signs of mild to severe food poisoning. Vomiting and diarrhea very common. Some guests were actually hospitalized. These poisoning’s were apparently common among groups in the weeks before our arrival. Flight: Our departure flight was delayed 6 hours, slicing one sun day off our 6 day stay. Flight is what it is. It’s a discount carrier. 737 8 series. Everything onboard at an up charge. Flight delays and maintenance issues very common with this carrier. No compensation. Accommodation: We as a group paid a base rate ranging from 800 to 1300 per person. (Add approx 100 for insurance, 100 for seat selection, 100 for extra bag, 100 for cancellation insurance, etc) Occupancy during our stay was about 60%. Rooms were clean, quaint, and comfortable. Decent newer beds, linens, patios, and furniture. It rained one day and many of our rooms were flooded. Electrical issues followed. Several people in our group slipped on wet tile and were injured. Ambulances came and went constantly during our stay. Each room is rationed 750 ml of potable water per day per person. Drinking water is difficult to come by, and dehydration was common. Unfortunately NONE of the rooms are secure. Patio doors don’t lock and some front doors literally blew open in the wind. Our room was robbed, bag’s rifled, 300 in cash stolen. When we reported theft, we were interrogated, intimidated, our room and luggage searched by security. Told we were the only theft in 30 year history. This was the most disturbing event of entire holiday. Forced to sign letter that we would not report to police. Resort security were surprisingly aggressive. There is NO toilet paper at this resort. Hard to believe, but totally true. NONE in your room or the public toilets. Mid stay each room was allotted one (1) roll. You MUST bring your own. Guests who didn’t know about shortages, were apocalyptic. Especially since about 50% of us had the runs within 48 hours of arrival. Food: They say; you don’t go to Cuba for the food, but it’s much worse than you might imagine. Rice and pasta are the staples. Some plain chicken and pork. All poor or cheap cuts, menu virtually identical every day. No fruit or vegetables to speak of. Canned peas and carrots. Occasional unripe pineapple. Every meal cold. Food handling and hygiene was poor. Raw chicken sitting out in heat for hours, unnamed local “Fish”, every buffet item a genuine mystery. It became a game to guess what we were eating. Shortages of everything in Cuba. Beverage: There is no wine at bar or restaurants. Beer is available but it was not uncommon to have it sporadically run out. Rationed out in 4 oz Dixie cups. Very few international brands of booze, mostly local. No mixologist. Every bartender makes every drink different. lol Beach: Sand filled with stone and sharp shells, never groomed. Lounge chairs all busted, worn, and in short supply. Pretty good hike to get to beach. Not a good resort choice if you have any mobility issues. Very difficult to access the ocean as the surf has washed out the beach to form a 10 to 20 foot cliff. Cant swim in the ocean anyway as constant surf and heavy under-tow was extreme. A few brave souls would try, and quickly be striped of bathing suits, or tossed back onto the shore. General There are several primary needs for any traveler. Food, water, shelter, and security are top among the list. While this resort is in a beutiful location and shows great promise, it is poorly managed, run down, and sorely lacking in basic amenities. Food is borderline edible, perhaps dangerous, water is difficult to get, rooms are not secure, many things tired and broken. I would go so far as it say this resort is UNSAFE, borderline dangerous.

I am very impressed by the way Sunwing handled our situation. Although it took a while to have the matter resolved, it was resolved and after reading so many negative reviews, I am impressed by the way they handled our situation and I am Thankful for their compensation to both my cousin and I. I have flown with many airlines more expensive ones and ones on the lower end. I have to say most of them are all the same when it comes to customer service. Sunwing is actually a great airline and they have a better customer service than all the other ones do. Flights are always on time and also the pilots do an amazing job. I will miss Sunwing. I refuse to fly Air C or West J for the way AC is always long delays and West J for Nickel and Dimming people. Thank you Sunwing.

I've heard a lot about Sunwing. But I got the worst experience. I paid for the package to Cancun. Arrival time in Cancun is 12am, and we have to wait until 3pm to check in the hotel. The customer service didn't solve anything about this. All the services are insensitive and have no expertise. We have to wait 15 hours at night. It's the worst and I'll never trust it again. Don't use it everyone.

Sunwing canceled my trip, 2 weeks before departure, without any explanation leaving us without Plan B and with 7 days of well-deserved vacation thrown away. My trip was supposed to be from 17Dec-24Dec. This year it has been a very difficult one, we all know why!! and I preciously reserved my last 7 days of vacation for December. I was really exited to finally have some time to relax. Well, It won´t be the case, Sunwing decided to cancel my trip. Because of my company politics, I can't carry over vacation days from this year to the next one, so Sunwing has made throw away my well-earned vacations days. I can´t even change the dates because I would have to pay $1000 more, this is just outrageous! They should be the ones paying me for cancelling the trip with such a short notice and for making me waste my vacation days! where is the consumer protection here??? My advice to everybody: Don't book anything with this people!!

In January 2020 I booked a vacation with Sunwing Vacations in celebration of my 25th wedding anniversary. We were to travel to Punta Cana and had booked in at a luxury adult resort with all the bells and whistles including our own personal butler. Our travel date was March 21, 2020. On March 17, 2020 the government advised that they were locking everyone down and nobody was to leave the country. Over the years we have not been ones to spend money on these types of vacations so needless to say we were very disappointed. However, not as disappointed as the treatment we have received from Sunwing since that date. When we were banned from travelling I immediately contacted Sunwing and was told not to worry that we would either receive a travel credit or refund. In the past year I have attempted several times to obtain a refund but have been told that I do not quality. Most recently I have learned that Sunwing is to receive a $375 million dollar loan from the government as like many other businesses their business has suffered due to the pandemic. In reading the articles about the government loans it clearly states the following. Under the terms of the loan, Sunwing has agreed to maintain an account with the money it received from customers for travel that was cancelled due to the pandemic. The federal government has stressed that it will provide financial aid for the battered aviation industry only if airlines provide refunds to passengers whose flights were cancelled as a result of COVID-19. Upon reading this I immediately contacted Sunwing and again was advised I do not qualify for a refund. Their representatives informed me that the only travelers who qualify for a refund are travelers who booked since the pandemic. How does this make sense? These people are booking vacations during a pandemic when our government is advising us not to travel knowing full well that at any time we could be locked down again and their trip cancelled and they are entitled to refunds. I booked a vacation before anyone was aware COVID19 existed fully intending to go on that vacation, but my trip was cancelled through no choice of my own. I had no input in this decision. This was decided for me by the government. How is my trip cancellation deemed not a result of COVID19. I think Sunwing needs to stop playing with the wording in the terms of their loan agreement and step up and do the honest and right thing. They have now extended my travel credit unit 2026. How generous, but how do they know what shape the world will be in by then, how comfortable I will feel travelling, what my health will be like and if I can still afford this vacation because guaranteed the trip I paid for in 2020 is not going to cost the same in 2026. If Sunwing has accepted a government loan they need to do right by ALL travelers. There must be others out there who are in the same situation was me. Please post, contact the media. Let’s do whatever is necessary to make our voices heard.

Absolutely atrocious customer service. Firstly the representative at the resort advised us of the wrong pick up time for the shuttle. Us and other guests had to take a taxi to the airport and pay ourselves. We discussed the concern for 30 minutes at the airport with another Sunwing rep who then told us thanks for the info you now have to advise Sunwing customer service on their webpage. I said what did you do for the last 30 minutes to which he stated he made notes (basically wasted my time lol). I then emailed Sunwing who got back to me after months advising they can’t do anything. just generally terrible customer service.

I would avoid this company at all costs! I had to cancel a trip due to unforeseen circumstances. Rather than get a full refund, I got half my money back and the other half was left as a travel credit. But wait, there's more... they charge me $25 (which they subtract from the credit) every 6 months to hold the credit with them. Now with covid in full swing, I called to ask if there was any leeway on this policy- the agent I spoke to said at first, refunds were issued, but now it's back to travel credits because that's in the "best interest of the company." Clearly, this company does not value customer service and frankly, I hope karma comes back around and they go under. Joke of a company!!! 0 stars

We finished a vacation in Feb 2023 that booked through Sunwing. The resort experience was a disaster. Contacted Hotel and Sunwing while at the resort and again after coming back. Nothing was done to resolve the issue. The case is still opened with Sunwing and last message received was that Sunwing is still working on it even after 4 months. So terrible customer service and support. It's not a brand. Stay away.

Read between the lines, their worry free cancellation insurance will not give you a full refund unless you cancel before 44 days prior to your holiday. After which only half of your money will be refunded, the other half will be applied to a possible future travel voucher which they may or may not honor. Also your holiday voucher can not be used to book a new holiday, you must repay in full again for your new holiday, then contact sunwing collections and request that your voucher be applied to your new booking, if they agree, it should take 4 to 6 weeks to apply voucher and receive your refund. I believe that is unacceptable and very much like a scam.

Trabeled a few times and always had good service. Great vacations. Awesome destinations. Good price and the hotels are awesome. Definitely booking with Sunwing again once the pandemic is over and things are returning to normal.

I purchased worry free cancellation insurance. They promised you return full monetary refund. But in reality this is not a true. They start taking about Sunwing money. Consumer Protection Act on the customer side and cancellation insurance too. That is why think before to buy a vacation from this company.

Nothing is worse than sunwing altogether though. We travelled with an infant and a pregnant lady on the way back. We were rerouted to Montreal for one night due to supposedly bad weather. Sunwing servicr was beyond awful. They made us wait in the aircraft for the first 50 minutes after we parked, THEN deplaned. Then they gave us instructions to go to a hotel and asked us to wait for a shuttle nearby. After an hour, they came and gave us taxi vouchers — but nothing for food. I challenge sunwing to publish this review but I know they won’t. We landed in Quebec at 8:45p but didn’t get to the hotel until 1:15am. Didn’t have too much sleep either because we had to get up in 4 hours to head back to the airport for the check in line. ABSOLUTELY THE WORST VACATION PACKAGE COMPANY EVER

Fantastic. Crew members are very polite, kind and appreciative of your time and very grateful for the driver been thete when they get off the train or going to the airport. I enjoy working with them.

My 3rd time traveling with them love their services

Had a great experience talking to a representative named Hunter she was amazing went above and beyond to help us out! She was friendly outgoing and an absolute pleasure to talk to! Her customer service was excellent and she made booking our trip so easy! After dealing with a horrible agent prior, speaking to her made us feel better and at ease! Thank you Hunter!