Sunwing Reviews 391

Horrible customer service, trying to inquire about group vacations through the phone. Customer service support so curt and rude. Makes you feel she's doing a favor. Leave your job if you don't like it. No way l am using or doing anything Sunwing. So much for customer service!!!

Just crooks and layers I should put 0 stars

If I could leave 0 stars I would. And we have not even travelled yet. We had our whole family books rooms through their website. We wanted to make a change and add ONE child traveller the morning after, and the representative gave us so much attitude without hearing us out. Not only could we not add the traveller without adding an additional $5000+ worth of fees, but they added ridiculous fees onto our original Trip! Their attitude is “it’s your fault”

Don’t ever fly with Sunwing they are the worst airline .. absolutely Garbage . All the staff and workers are trash .. I will NEVER EVER EVER be flying with them again. Shame on Sunwing.

I never before had some kind of problem, but Sunwing managment dont care about there customers, we stuck in reseption from 5:30pm till 3am and we still here waiting for WHAT? Noone defends the rights of customers and most of all we'll be here till 9am or worth 10am So more than 12 hours no one can solve this situation🤯🤯🤯

memories flamenco beach resort cayo coco cuba

After 24 hours A/C stopped working, we had to switch rooms., no hot water, no water pressure, no water for toilet for about 4 or 5 hours, no toilet paper, no clean towels, toilet do not flush. no lights on in hallways at night, bars cannot make mixed drinks, some bars might after 3 pm, shortage of lemons and limes for drinks, only rum and bear to drink with a few other types of liquor, locks on patio doors do not lock, many cats everywhere around the hotel, also one dog, lots of bugs that bite.

4 hr delay on outgoing flight, lost 1st day. No rep at hotel as advertised. No free shuttle to sister hotels as advertised. Return flight was cancelled till next day and no compensation given, no breakfast given with the exception of coffee, tea or, water offered on flight, ONCE. Air crew offered one service and hid behind curtain. Sunwing hides behind weather, instead of being honest that their planes are having mechanical issues and Pilots can only fly so many hours; this way they get out of giving compensation. They have laid off 80% of their Staff and what is left do not know if they are going to have their jobs and this reflects big time in attitude and crappy service. They are short of Pilots, I could go on ranting and raving, but until one actually goes through these experiences that result in complete exhaustion and regret about going on a vacation...........

We had our all inclusive trip to Varadero, Cuba Oct 19-26, 2023. PROS -Flight was on time, Customer service is very helpful and you can get information on pick-ups and transfers from a Sunwing rep in the Hotel- she is very accomodating. Cons - no legroom in the plane and serve only water & coffee. Carry-on you have to pay $25 and you have to buy your snacks. Over all experience is good.. I would give it a 3.5 stars

Service is way below satisfactory. Purchased several vacation packages with Sunwing before. Flights were substantially delayed numerous times and we didn't receive any reimbursements. Last vacation the description of the hotel didn't match the reality, a 4 star hotel room that didn't have room to place one single cot to accomodate a teenager for whom they charged a full adult price. The local Sunwing rep didn't lift a finger to help resolve the situation. We were forced to pay for the upgrade. Had the description been accurate, we would have purchased two separate rooms for a lower price. Post factum Sunwing customer service again didn't reimburse anything. Never travelling with them again.

Purchased a vacation package and the medical insurance. Had to cancel because of medical reasons. Instead of a refund, we were provided a voucher minus the money paid for the insurance which is only good for one year. Beware of the extensive terms and conditions for the medical insurance, which were only provided after the vacation was booked. This should be considered fraud in my opinion. It's almost been a year and we are still unable to travel due to medical issues and have not received a refund. Sunwing's customer service is the worst I have ever experienced.

Horrible. Don’t hire this company again. Lousy treatment by their employees. I almost missed my flight because of their incompetence. I would never recommend it. Especially bad customer service at check-in. Ver very rude

When got to the airport, they told that the flight was delayed. I was only able to travel 2 days after. From the 7 days of holiday, I got only 5. Not an apology, a reimbursement or anything else for me losing 1/4 of my valued vacation. I'm never buying anything from them again, or would recommend this "company" to anyone.

Excellent service at the gates and boarding.
However comfort for disable passangers is terrible.
Going to Holguin on 8 August with seat 2C was good because the aircraft was not full.
On my return coming back on 15 August same sear 2C was allocated. But the A and B was occupied.
So my 2 legs was so uncomfortable I was in pain.
Seat 3 D,E,F was empty. So I asked to move and I wastold you have tp pay $ 30 to be upgraded to these seats.
I PAID IT BUT TO MY DISMAY. I WAS IN 2 C AND GOING BACK TO 3 F WHICH WAS EMPTY I CANNOT FIGURE THIS POLICY.

i WOULD ADVISE ANY DISABLE PERSON TO MAKE SURE THEY DO NOT USE 2C AS A SEAT BECAUSE IT IS THE MOST UNCOMFORTABLE SEAT IN THE THE AIRCRAFT.

PLEASE GET A CUSTOMER SERVICE PERSON TO SEE WHAT THIS SEAT IS LIKE.

Sunwing had 2 flights going to Cancun. One at 11h and one at 9h. It charged and extra $50 for the 9am flight. Then a month before we fly they cancelled the 9am flight but never refunded me the extra $50 they charged for an early flight. So basically they charged a bunch of people an extra $50 and then denied the service and never reimbursed the cost. Then, in cancun, their representative sells us an excursion. It had costs for harbour fees. Now anyone would expect the harbour fees to be per boat at the very least. But the rep assured me this was not so. It was a one cost for the whole group payable at the excursion site. Guess what? Once at the site the operators tell us that the cost is per person. So basically the rep lied to us so we would buy his trip and he can make his cut. Once miles away at the operator we were left to have to deal with an extra $150 cost which had to be paid in cash, no credit card.
So I write to Sunwing and it takes them 5 months to send me a form letter that basically tells me they are not responsible for the operators of the excursion and that changes in schedule happen all the time and basically tough crap I’m not getting any customer service. Except it’s not just a change in schedule is it? They charged extra for the earlier flight and the operators are not the ones who lied to me about the price to any were they? Sunwing was responsible for both.
This company has gone downhill very fast over that last couple of years. They used to be one of the best but now I’d rather fly any other company, knowing that Sunwing are thieves and scammers. All I asked was the $50 back and an apology for the extra costs at the excursion. All I got was some bs 5 months after the fact.

At the end of 2019, we booked a domestic flight using Sunwing (Vancouver to Toronto). Not an airline we'd normally think to use for domestic flight but it was a good deal. Unfortunately, had to cancel last minute but had the cancellation protection. We were told that either myself (the passenger) or the credit card holder who paid (my mother-in-law) could use the credit. We were sure to clarify this information multiple times. The email we received clearly stated that the credit could be used on any product. Well, pandemic hit and there were no flights for quite some time. When they did come back, limited options and no domestic flights which is what we wanted to use it for as that is what we originally purchased it for. The only nice thing they did was let us continue to extend the credit at no cost for the first while, then they started deducting costs. We kept watching for flights and nothing domestic being offered. I mentioned this to the Sunwing agent when we called to extend it last year and she suggested we use it for a hotel instead as we could use it for any Sunwing product. We waited a bit longer in case a flight came up instead. No luck so we finally decide to use it for a hotel. Call to book and I'm told that we aren't allowed to use it because the voucher is only in my mother-in-law's name now and we aren't allowed to use it for a hotel, just flights or vacation packages. I went back and looked at the older voucher and compared it to the new voucher and they actually changed the terms of the voucher without telling us. So, now they are saying we can't use it for a hotel anymore even though the original voucher said we could and so did their agent when I called. Ridiculous. They don't care and deny everything. They don't care about their customers at all. I even gave them a copy of the voucher that clearly showed it could be used on any product and they still refused to approve it and refused to acknowledge that those were the terms or that they changed them on us.

To start we have used sunwing last year and were delayed a day and a half in Cuba for staffing issues (pilots over thier hours). We had to fight but we got travel vouchers so we applied them to this year's trip.
Should have taken the cash!!
We started this trip to Cayo Santa maria, by being delayed 4 hours at Pearson. We had received a call on our 500km journey to Pearson saying everything was OK and ontime. We got to Pearson early and checked in our baggage and went through security. We sat there for hours and waited did not get any call advising our flight was delayed again. Finally after 6 hours waiting we received email that flight was canceled and rebooked fir the next day at 6am. They claim it was out of there control but we spoke to an agent through text and it was a staffing issue with flight crews. That's sunwings issue not ours. When we received the email of the canceled flight we had to leave the secured area of Pearson and find a sunwing rep. Good luck no agents around. We had to ask other airlines what yo do. Our luggage was in domestic arrivals and sat there for hours we had no clue. Anyone could have grabbed them. We later heard that some other travelers with sunwing were given vouchers and a hotel. Not us.
Ok so we finally get on the flight after zero help from sunwing, no one knew where to go after security at Pearson. We got bused to another terminal and we're left trying to figure where to go. Ok got on the plane delayed 20 min (I know not much time but we just waited 12 hours delayed) because flight crew didn't have correct paperwork.
Got to Santa Clara Airport and then waited an additional 30 min. We got on the bus and drove for 25 -30 minutes to only turn around to pick up a late couple.
Got to the resort memories sanctuary late but got there. We get our room which we paid extra for and there was no water or beer in the fridge. (Not a biggy we can walk to the bar) but hey been delayed and had some stomach issues so use the toilet and it does not work ( not a great site or smell). We had to have 2 separate fix it man to come in to fix it. Ohh and the toilets are not bolted down you can push them over.
Staff were extremely good and polite. I have never met a mean cuban except for the sunwing rep at the hotel.
Food is good, drinks they kept running out of gin my drink of choice. I only drink once a year I like having gin and tonic. I would settle for crystal but hey they don't have any.
Wife wanted to take the double decker bus tour of the island. Waited 3.5 hours one day for it only to give up. The next day we waited 2 5 hours.
The next day a couple with their child had there room broken into including the safe and had all their cash and travel documents stolen. (Now it could have been anyone but they broke into the safe)
We're half way through our trip and already expecting a delay getting home.
Thanks sunwing you dud it to us again this year !!!!!!!!

I booked with my family with sunwing to Mexico. Firstly, flight got late 6 hours lead us to reach the hotel around 3 am. Two men working in the reception so rude, no welcoming looks like tired. We start argue with them about location of rooms as we need the two rooms close to each other as family. So, they start to be so rude. At the end they told us no rooms for us until manger come at 7:30am at the morning. So they punish us to stay 5 hours in the lobby. So tired laying on the sofa with kids and luggage. That was unacceptable to deal with us as animals. At the end the manger protect his people claiming that we deal with them badly. We left the hotel on taxi, went to another hotel and guess what? Sunwing after all that refuse to change the booking or refund us the money so we have to pay $4000 more to protect our self in Mexico. Even the transportation into the return to the airport they refused to transfer it to the new hotel. Asking me to mange it myself.
I can’t believe that
Please this company is not recommended at all and I’ll see my lawyer with them to return the money. It’s a big scam company.

I arrived at the hotel lobby at 6:50 a.m., expecting to catch the 7:00 a.m. pick-up bus arranged by Sunwing. The Sunwing staff at the hotel I stayed, aware of my flight departing at 11:20 a.m., assured me that the pick-up time was indeed 7:00 a.m. Unfortunately, the bus never showed up, which left me with no choice but to follow the hotel staff's advice and take a taxi to the airport around 9:30 a.m. This incident occurred on a Saturday morning, yet the hotel staff failed to appear even after 9:00 a.m. Upon returning home, I filed a claim for the taxi fare. However, the company representative disputed my claim more than four months later, asserting that their records indicated I was not present at 6:50 a.m. when the bus was supposed to arrive. Given that my husband and I were the only guests at the hotel, I suspect an error on their part, but it appears that the company is inclined to shift the blame onto the customer rather than acknowledging their own mistake. It's not surprising that the company consistently receives poor evaluations due to their refusal to take responsibility for their errors.

Hello Sunwing - I wrote a review about three weeks ago about my lost luggage and lack of communication from Sunwing for over 3 months. After my review I received an email from Sunwing Customer Care and signed a release form for my refund. To date nobody has confirmed or verified my refund. Again, no communication, I believe there is a problem with Customer Service Reps understanding that communication is key to service.
Please can someone help me again, Lucy U. - St. Maarten trip March 30 to April 2, 2023 no luggage for 4 days on my 7 day vacation.

Just returned from a week at the Royalton Hicacos Varadero on Sunwing which I enjoyed very much. I chose the Diamond Club upgrade which I think makes all the difference here with the butler service especially. Thanks to Alex, Alfredo. Ileana, Leo and the rest of the gang who are a great group of people, very informative, helpful and genuine, that made my stay better than expected. Enjoyed our conversations. Top shelf beer and liquor for Diamond Club members.
Special thanks to my Sunwing rep Mailin for advice on excursions and who made sure I had food for my very late arrival, much appreciated.
Make sure to check out the cigar lounge, enjoy some fine cuban tobacco, which I did nightly and get advice on cigars from the manager Lazarro, an excellent host.
Food was great especially at the Caribean restaurant, and the beach bbq that were my favorites.
Beach and water are amazing, always guaranteed to be great.
Looking forward to going back again.