Sunwing Reviews 391

From start everything went great! I received emails and follow ups with transfer information upon arrival and the name of the rep to meet us upon arrival. The flight was on time both departing and returning. The crew members were on the flight served snacks and drinks twice and were attentive.
We travel twice or three times per year and this was our first with Sunwing Vacations and was pleasantly surprised. We were very happy and satisfied. Everything start to finish was very smooth.

I am writing to warn future customers about Sunwing's unethical business practices and complete lack of customer service.

The Issue: We paid over $2,900 for a 7-night, all-inclusive package at the Iberostar Selection Santa Clara in Cuba (Nov 2023). The term "all-inclusive" was a lie. For 4 days, none of the advertised à la carte restaurants were open, reducing our expensive vacation to a single, poor-quality buffet. Basic housekeeping was also not provided.

Sunwing's Response: After returning, we provided evidence and requested a fair, partial refund for the days without services. Sunwing's response has been to categorically refuse all compensation. They hide behind bureaucracy, claim a temporary on-site band-aid was a "solution," and are now delaying further.

Our Actions: We have been forced to take formal steps to protect our rights:

Filed an official complaint with the Canadian Transportation Agency (CTA Case #25-60743).

Initiated a chargeback with our bank.

Filed complaints with the Better Business Bureau and Consumer Protection.

Conclusion: Sunwing will not deliver what they advertise and will not take responsibility when they fail. They profit from false promises. Do not trust them with your hard-earned money. Our Sunwing complaint number is #02575015.

We showed up, Sunwing made it happen!
Great destination, super excursion, efficient shuttling, great flights, pleasant and helpful staff everywhere.
RIU Lupita Hotel
Rio Secreto/Tulum excursion
WestJet Flights

Our family purchased a vacation package, but were unable to fulfill our initial travel arrangements, so we accepted a travel voucher from Sunwing for the dollar value associated with our vacation. In November 2025, when we contacted Sunwing to execute our voucher in its full amount along with an added costs for the increased value of our planned January 2026 holiday, we were informed that we had missed our October 2025 expiration date by several weeks and, due to Sunwing's Terms & Conditions, the company reserved the right to nullify our voucher and retain the funds that had paid for the initial vacation. Further, yet more stunning, was that the Sunwing representative indicated that they in fact possessed the ability to override this decision, and would have if they felt that our slip had occurred within a timeline that they felt more comfortable with, but, as it had been several weeks, they were going to proceed with the nullification of our voucher. Ongoing attempts to plead with Sunwing to choose an alternative outcome and one that didn't punish our family in so many ways (financially, emotionally and more) seemed met with more nonchalant avoidance each time. This flippant decision has cost our family several thousand dollars and left us stunned as to Sunwing's apparent comfort level in striking out at its clients for what is felt to have been an obviously overlooked date related to the initial voucher. We are stunned.

Now that Westjet is owner and the planes are being updated, a definite improvement.
Everything is still Economy seats so double check if you think you are getting Premium seats, you are probably not.
Vacation was what the doctor ordered, and R&R is what we got.
Thanks to all the staff at Westjet/Sunwing, Sell off Vacations, Nexus tours and Viva Azteca in Playacar

In short, DO NOT ever book a travel trip with Sunwing to Cuba ... if anything goes wrong, you are screwed ... I was eaten alive by sandflies in my room, suffering numerous wounds and scars ... and when I complained after the trip (thank God I didn't die down there), Sunwing refused any compensation ... folks, this is the most evil travel group on the planet ... DO NOT ever book with them ... just don't do it ... go with Air Canada, and go to Mexico instead ... Cuba has gone downhill ... and it could cost you your life ...

Title: Mixed Experience at Grand Oasis Cancun – Good Flight & Room, But Service Needs Improvement

I booked a 7-day all-inclusive at the Grand Oasis Cancun through Sunwing Holidays. The Sunwing flight was excellent, and based on previous reviews I chose to arrange my own transportation with Canada Transport. That turned out to be a great decision — fast, efficient, and no waiting around.

I travelled with carry-on only and was third in line at the hotel. Check-in still took about 30 minutes, and an additional US$75 was collected for hotel tax and supplies. Not a big issue, but would’ve been nice to know ahead of time.

I upgraded to an ocean-view room in Building 4 (Room 616, top floor). The room was clean, the view was nice (though the beach is a bit of a walk), and the shower had plenty of hot water once you figure out the tap is on the left.

Where the resort needs improvement

Alcohol & bar service: Beer was fine, but the hard liquor was not very drinkable. Even with several staff behind the bar, usually only one person is actually serving, which slows everything down and leads to long lines.

Restaurant system: Without reservations, you mainly rely on two buffets. To avoid long waits, you need to go early — breakfast before 8 AM or dinner before 6 PM. Staff insist on seating guests, which creates unnecessary bottlenecks. Allowing guests to seat themselves would speed things up significantly.

Mini-bar policy: I tried to order a few beers to watch the Thanksgiving football game. I was told they’d arrive in a couple of hours, but they never showed up. The next day I was informed that only water is restocked after arrival, which is disappointing for an all-inclusive.

I was looking at the Black Friday deals on their website with a friend last night. After trying seven times to book a trip yesterday between 9:30 PM and 10:10 PM, each time getting a "booking failed" message on the last page, I decided to book a trip with Air Canada. It worked instantly. I was finally happy to have booked my trip, even if it wasn't with Sunwing... This morning I woke up to find that Sunwing had taken €6,000 from my credit card at 3:19 AM without me ever receiving confirmation for any of my seven booking attempts, and they refuse to refund me. Their excuse is that if their website wasn't working, I should have called before midnight (which makes no sense to me; if there's no confirmation, it means I didn't book). And now it's costing me $6,000 to go to Mexico, which I have to give to Sunwing. Plus the $6,000 I paid Air Canada... Thanks Sunwing for stealing $6,000 from me... It was my first trip ever, and I'm learning from you. I'm going to have years of trying to recover...

The resort we stayed at royalton splash .wasnt 1 day 3 days we suffered never again useless

BUYER BEWARE! I would highly recommend never using Sunwing/WestJet for your flights. I recently booked a flight with this company and I paid extra $240 for 2 seats . When booking I requested 2 seats together with extra room in the seats and Sunwing/WestJet said they would had 2 seats at 1A and 1C I clearly stated that I wanted 2 seats together. Sunwing WestJet Rep said that these seat's were together because there was no 1B seat, so my wife and I would have extra leg room and wider seats. This was not the case and there was a 1B seat and the seats were smaller. They have the recording of our conversation but refused to acknowledge that we were lied to. Unfortunately my wife and I were unable to sit together as well. BUYER BEWARE!!!

I am speaking about my booking experience only and have not been on the vacation yet. I have flown with Sunwing before and was not satisfied, however I believe it was more of the airports issue than Sunwing itself.

I also don't like that they have a separate gate at YYZ and you need to get onto a bus.

I am using them again because their prices are unbeatable for some vacations and for the price the resorts are not bad.

Anyway...to my review.

I had purchased a vacation package earlier this year for myself.

Fast forward to this fall. I wanted to now go away with someone else.

I had purchased the worry free waiver so I had up to 72 hours before the flight to cancel without being charged fees and given a voucher for future use. I called. Cancelled and the voucher was issued within the time frame provided 5-7 business days.

I went to rebook the vacation and realized that the voucher is only good for the person on the original trip booking.

I felt horrible as the person I was now going with helped me plan the trip and was excited for us to go together.

I decided to try my luck and call. I was expecting them to say no, but there wasn't even a hesitation. They said as long as I was going on the trip they could add another passenger.

I am so happy that they did this and now I know the rules better I can avoid the issue in the future. They also realized the booking was over my birthday and wished me a happy birthday.

I also got scammed. I went there with Sunwing, and their local partner, NexusTours, are scammers. Another guest, who was drunk, attacked me — several witnesses saw everything.
But the hotel kicked me out without any refund. They even sent me to a police station, where I was kept in a jail cell for 22 hours straight without food, water, or access to a toilet.

Then the lawyer from NexusTours came and demanded $1500 USD to get me out, saying I would stay there otherwise, even though the other person (the real attacker) didn’t press charges.
They all work together. If anything happens, remember: they will try to take as much money from you as possible.

Nobody helped me. I was left alone because I don’t speak Spanish.

Be aware of reading and asking about their their terms and conditions many times. Sadly I had a very bad experience with this company. Their customer service lacks transparency, they are not helpful for the customer. It seems like this is a company driven by profits and it reflects on the way customers are treated. It is very unfortunate because some places you can only book through sunwing so there is no other option. I hope they offer a good, realizable, and transparent service in the future, a service people can trust, be happy with, and that is fair .

I booked an all inclusive vacation through Sunwing at the Vamar Vallarta Marina and Resort from November 3-8/2025. I arrived to the resort about 8:30 pm. The ladies at the desk were all in foul moods. I was tired too. They firstly gave me a room on the 6th floor, two beds, one couch, a fridge and stove and an extra room where there was a loud heating system. I booked a small room with a king bed. So I said no thanks. They gave me another room on the second floor but I noticed there was no wifi. I was told when I booked with Sunwing that wifi was included. It was not. So they gave me another room that was what I wanted also on the second floor. It had sketchy wifi. It was now almost 10:00 pm and I hadn’t eaten all day so I rushed to have a bite to eat before they closed at 10:30 pm. I woke up the next day, had a shower and was getting ready and there were bees flying around the light!! They just kept coming in. I killed 8 of them with a towel. I called front desk no answer. I opened the door to go downstairs and was greeted by cigar smoke!! Security came up and said they would take care of the bee problem and they could not smell cigar smoke! I am highly allergic to any kind of particulants in the air. They came in that night with drills and a plastic curtain to put over the window where the bees were coming in. I said can you just use duct tape so they did! The food was always cold in the restaurant. I found out that the best way to get someone to wait on you at the restaurant was to tip them. Otherwise I had to ask for coffee or juice or a napkin or cutlery. I can’t even begin to tell you how horrendous this week was! It’s an old hotel, it’s dirty, it only caters to the locals, I had my room cleaned only twice in seven days. They cut off my wrist band at 3:00 and my shuttle didn’t come until 4.30 pm. They said they were doing be a favor! I would never stay there again.

We do not recommend using Sunwing’s services since it was acquired by WestJet. Unfortunately, the company’s descriptions no longer match the actual quality of hotel services.
We had been loyal Sunwing customers for many years, but after this recent experience, we were deeply disappointed. The company misled us, and when we reached out to customer service, we received only a generic, copy-and-paste response—likely generated by ChatGPT—without any real attempt to resolve our issue.
As a result, we did not receive the level of service we expected or paid for. We strongly advise other travelers to avoid booking tours through Sunwing.

I just chatted to Sunwing's customer agent and found out that my $3000 travel voucher has expired, that it was valid for only one year and that I had lost my money. I am extremely upset about this and explained that I did not receive an alert or message from Sunwing to let me know that my vouchers were about to expire and given all the mishaps that happened to our family in 2024, I seemed to have missed the fact that the voucher was valid for 1 year only. The agent then advised me to submit my concern on the Sunwing Cares website, after claiming that she "understands" my situation etc. I visited the site but couldn't find any instructions or indication of a "Sunwing Cares" form or comment section. If Sunwing truly cared, I would have received a notification of the upcoming expiry of my voucher and would not be in this situation right now, where I, the customer, am out $3000, and Sunwing has pocketed my hard-earned money. "Care" is about doing one's best to ensure that everything within one's power is done to prevent another's hardship.
Sunwing keeps sending me a number of promotional emails, but cannot "care" enough to send me ONE notification regarding the upcoming expiration of my travel voucher, especially given that it expires one year after being issued. But, instead, pockets my hard-earned cash, and sends me to submit my concerns on "Sunwing Cares"... What a hypocritical company!!!!.

Sunwing, who is now owned by WestJet left us stranded in the Dominican Republic with no wraps to speak to. I was on the phone with them for over an hour. They would not help us. They kicked us off the plane because my daughter was sick to her stomach before we took off, they stole my personal property And left us to die.

I recently purchased an all-inclusive Sunwing vacation package through a travel agency.
At the time of booking, both the agency and I were told that one checked baggage per person was included, as it always had been with Sunwing packages.

However, after Sunwing merged with WestJet, the baggage policy was changed — without any prior notice or clear communication to either travel agents or customers. As a result, I was unexpectedly charged $55 CAD for my checked baggage at the airport. On my return flight, no baggage fee was charged, showing that even the airline staff were inconsistent about this new policy.

I contacted Sunwing customer service several times, but they refused to refund the fee and stated simply that “baggage is not included.” They also refused to provide a supervisor’s contact information, making it impossible to escalate the issue further.

This experience shows a lack of transparency and accountability, which goes against the basic standards of fairness and disclosure required under Canadian consumer protection laws.
Customers deserve to be clearly informed when a major policy like baggage inclusion changes — especially for “all-inclusive” vacation packages.

We booked a travel package to Cayo Coco, Cuba from Sunwing on Oct 4-11, 2025, we were encouraged to purchase premium packages for many premium services and unfortunately nothing is provided as their promised. Normal guests finished check-in in 10 minutes, we’re waiting more than 30 minutes still cannot get our passport back. The room supposed to be newly renovated deluxe room, in reality, the door and ceiling are with big cracks, toilet is broken, mirrors turned black, shower hanger is falling, TV and air conditioner are not working, WiFi is out of service for two days and one night, dead cockroach in the shower room… I took all the pictures and videos and sent them to Sunwing client agent, the answer is nothing new, they’ve been aware of it, sorry, the hotel supplier is not willing to compensate us, as an agent, he can’t do much. The most important thing to torture us is their mosquito issues, there’re armies of mosquitoes attacking us, they’re banging on my face, nose, glasses, they’re flying between my glasses to sting my eyes, I couldn’t breathe, I might breathe them in my nostrils, it’s crazy! I’ve worked on the cruise ships for 11 and half years, visited 52 countries and over 300 cities, including Cuba, but I had never seen so much mosquitoes in my lifetime! In the Memory Carrie beach resort, there’re hundreds of swamps with stinky, foamy standing water where are constantly producing tremendous amounts of mosquitoes every day in their resort. Whenever we passed by, we got to run, my face was distorted and swollen, we even can’t get out of the room at night, because the mosquito repellent cream doesn’t work due to huge amounts of mosquitoes, they are extremely active during the night.

What hurts me most is the agent- Mr. Khushbu J, he seems like willing to help us, I put a lot of hope on him, I thought that he keeps requesting me to send more pictures, videos and details, I believe that he’s gathering all the evidence to help us, and no, he ignored all our requests and provided only apologies and two $75 vultures. We don’t want your vultures, we want equivalent compensation, since no service is provided as premium members, instead we almost got murdered by local mosquitoes, nobody ever mentioned anything about the mosquito problems with us when we booked our vacation packages. We felt scammed and got ripped off big time! They assured us that all the evidence we provided are correct! They apologize for it, still no money back! Money for Sunwing is on way in, no way out! If the clients are not happy, only apologies are provided, that’s all! I will never go back with Sunwing!

Disappointed long-time customer -Sunwing services keeps getting worse.i have been using their vacations for almost 10 years but the quality service clearly declined .on my recent booking the website malfunctioned -was overpaid 300$ and not allowing to reserve seats.When I called customer service the first agent refused to transfer me to a manager. I finally spoke with supervisor she did not believe me and refused to help.