Sunwing Reviews 391

Our family of four booked a premium-priced Spring Break vacation through Sunwing Vacations from Calgary to Royalton Bavaro in Punta Cana, relying on positive Sunwing reviews and the Marriott name. The booking process was straightforward, but every aspect of Sunwing’s customer support and post-travel service proved deeply flawed.

On-Site Indifference, Lack of Support
• At check-in, no Sunwing staff assisted with lost wallet that we could see driving away on the bus immediately upon arrival or navigating hotel amenities—Sunwing reps were visible only to upsell third-party excursions, leaving guests without basic support.
• Booking through Sunwing meant our Marriott Platinum Elite status and resort upgrade were ignored. Resort staff consistently deferred to Sunwing for travel-related issues, but Sunwing’s representatives did nothing to help us resolve problems at the property.

Service Failures and Dangerous Incidents
• Our trip included repeated service failures, had a serious electrical fire at night in our hotel room.
• On the final day, hotel management offered compensation only with a non-disclosure agreement. Sunwing failed to advocate for us or ensure safety standards.

Post-Trip Communication Nightmare
• After our trip, Sunwing’s response was disorganized and consistently deferred to a “Post Travel Team,” which could not be reached directly via phone or email. This pattern matches many BBB complaints and online reviews showing Sunwing’s inability to act or communicate after incidents.
• It took over a month to get any written response, and only because I persistently followed up. Sunwing’s agents did not acknowledge the most critical incidents and ignored submitted evidence, including photos and message records.
• My request to escalate was refused, with my case ultimately marked closed without genuine review or resolution.

Note on Sunwing flights: Awful. Booked because of direct flight option and we deeply regret this because booking with them cost us our vacation. Had we booked through Marriott, they said they would have had this resolved for us immediately (and I believe them but because of the Sunwing booking their hands were tied) - their flights are awful, small cramped planes with "dark flights" meaning no wifi or even charging ports.

BBB Patterns and My Recommendation
• My experience aligns with a troubling pattern in BBB complaints and reviews: Sunwing routinely fails to resolve issues, closes cases prematurely, and offers minimal or no compensation—even when safety and well-being are compromised.
• Sunwing’s messaging emphasizes “patience and cooperation” but in my case—and in dozens of other BBB complaints—there is no accountability, transparent escalation, or resolution for paying customers.

BBB Patterns and My Recommendation
• My experience aligns with a troubling pattern in many online reviews: Sunwing routinely fails to resolve issues, closes cases prematurely, and offers minimal or no compensation—even when safety and well-being are compromised.
• Sunwing’s messaging emphasizes “patience and cooperation” but in my case—and in dozens of other online complaints—there is no accountability, transparent escalation, or resolution for paying customers.

In summary:

Sunwing Vacations’ lack of accountability, unwillingness to advocate for travelers, and repeated communication failures render it a high-risk choice for travelers seeking safety, support, and reliable resolution. I strongly urge TrustPilot readers to book with a more reputable provider and avoid Sunwing for any family or premium vacation

We had a very bad experience with Sunwing and nexus tours.
Be cautious when spending your hard earned money.

I won't book with them, I see they are charging for luggage now

🚨 Sunwing “Worry Free” Cancellation Insurance — NOT so worry free 🚨

I booked an all-inclusive vacation package with Sunwing and paid over $500 for their “Worry Free” cancellation insurance. According to their own terms, this package allows:
✅ One change to your vacation package up to 3 days before departure
✅ Cancellation up to 3 days before departure

My trip was scheduled for Thursday, July 31. Due to an emergency, one person in my group could no longer travel. My travel agent called Sunwing to remove them from the booking — well within the 3-day window — and Sunwing still charged me $1,500 for the cancellation.

I paid for this insurance to protect me from exactly this kind of situation. If Sunwing can still charge customers full ticket prices after they buy cancellation insurance, what’s the point of selling it at all?

This is extremely disappointing and feels misleading. I’m sharing this so others are aware before booking.

#Sunwing #WorryFreePackage #TravelInsurance #ConsumerRights #TravelScam

traveled with Sunwing to Resonance Musique Varadero in Cuba, expecting a relaxing vacation — instead, I was robbed inside the resort, and the entire experience was a disaster.

My room had cockroaches, a malfunctioning safe, and zero basic security. After reporting the theft, resort staff and security did absolutely nothing helpful. I felt unsafe, unsupported, and ignored.

To make it worse, I was handed a poorly printed document to sign after the incident — it was missing large portions of text, and no one explained what it meant. I signed it while in shock, thinking it was just a form to confirm I reported the issue. Later, Sunwing used that document to say I “accepted the resolution,” which was just a late check-out — nothing close to what should have been offered after a robbery.

Sunwing later emailed me with a $100 travel voucher as “compensation,” which is insulting given the situation. I had no insurance through them, but that doesn’t excuse how this was handled. As a customer, I expected at least proper support, safety, and honest treatment — and I received none of that.

I’ve filed an appeal, but I’m warning other travelers: think twice before booking with Sunwing or staying at this resort. It took me days to recover emotionally from what happened — and I was still treated like an inconvenience, not a victim.

I would give -100 for the service, the worst vacation that could have been. Be careful if you are planning a vacation with SUNWING. An unpleasant situation occurred on the island we booked tickets to, a major blow that of course we all understand. But the company did not react at all, they moved us to a hotel that was much lower in rating, which did not even have the beach that we were going to Cuba for. Service is at the lowest level. Irresponsibility, no one can tell you what to do, I paid for one thing, they gave me absolutely another, I do not agree with this and when I asked to transfer us to another hotel they said that there were no places anywhere, although other people were transferred. Discrimination or something. I was ready to pay more, if only they had transferred us to at least somewhere with normal conditions to continue our vacation. Zero reaction from the agency. There is no point in calling, writing too, they simply ignore. When it comes to refunding money, they also start ignoring you. Think twice before choosing this company.

Just returned from Sanctuary at Grand Memories Cayo Santa Maria, Cuba and had a fantastic vacation. Resort was amazing with a 1 minute walk to the pool and 2 minute walk to the most spectacular beach. Resort staff were amazing, food was decent (the fresh mangos on the beach were a nice touch, and beach was amazing. If I had one complaint it would be the flight times to Cuba, didn't get back to Toronto until 2:30am and flights were delayed both ways (pretty sure that is a GTAA issue not airline)
Anyway, was still a fantastic trip that I was able to pay for with my WestJet Rewards points.

I’d give this company a zero if possible. They are by far the most dishonest company in Canada, which says a lot when you’re scraping the bottom of the barrel with other companies that use dirty tactics to steal from people. In 2020 I booked a trip and sunwing cancelled due to covid, I initially had intended on filing an insistence claim but decided against it when the Canadian news was reporting that insurance companies were just denying the claims. Received an email in August 2020 stating I had a credit, sunwing extended credits from Covid through September 2026. I finally got around to consider using it and I was told they simply didn’t issue a credit because I didn’t want it and claimed I denied it. I asked for the document that says I denied the travel credit and they can’t supply it… because it doesn’t exist. They took money for a trip, cancelled the trip, and then decided I declined a credit but, they kept the money. I’m now having to pursue action through small claims court. I know westjet recently bought this company , perhaps they can turn it around, but as it stands today, DO NOT buy anything from these thieves. The customer service is also the worst I’ve experienced from any company, and I’ve dealt with low ethics companies before, but sunwing is worse than they are. They will prey on those that they feel they can screw over. Absolutely disgusted.

I booked 3 rooms at Royalton Bavaro on May 7 under a promotion and paid $3,159, but the site crashed and only charged me $1,053. Since then, I’ve called daily and received no help—just rude staff and no resolution. Now they want me to pay over $1,000 more or lose my money. Extremely disappointed with the service. This is not what I expect from a so-called luxury resort.

This is just a follow up of my 1st review about been stranded in Cuba in July. After writing several reviews a sunning rep got back to be and collected information via email. They stated for for the receipts submitted they would reimburse funds in the amount of $1622 providing a dignity a waiver electronically.
After signing the waiver, the worse, unexpected, unprofessional, scanning thing happened. Sunwing blocked my email, so I could not send emailts to info@sunwing anymore. I was very shocked and tried calling multiple times and today have not received any word from them.
As a Canadian, I am very disappointed and cannot imagine how Sunwing could go about doing shady business such as this.
Why would they have me sign a waiver and then not reimburse out of pocket expenses for hotel, food and travel when they took us from Canada to Cuba but denied us boarding our flight back after my birthday vacation. All documents were in good standing but we were the only black couple and they clearly were overbooked so we were left behind in Cuba to wait for the next available flight the following week.
Such a distasteful and discourteous way of business.
What do you have to say about this Sunwing?

After a brutal year, I spent over 12 months saving up to take my family on what was supposed to be a much-needed vacation—one last chance to reset, breathe, and enjoy time together. I booked through Sunwing, which is owned by WestJet, trusting their promise of “frictionless, unique and memorable vacation experiences.” What I got instead was a nightmare.
The resort they sold us as a “4-star” was a joke—run-down, filthy, and nowhere near what was advertised. The food was nearly inedible, a serious concern when traveling with family. Toilets broke constantly, our shower was non-functional, the in-room phone didn’t work (safety issue, anyone?), and neither did the TV. This wasn’t a vacation—it was a slap in the face after everything we’d already endured this year.
And what did Sunwing offer in return? A pathetic $200 voucher per person—as if I should save up for another 1–2 years, hand them thousands of dollars again, and hope they don’t send us to another dump. Insulting.
Sunwing and WestJet clearly do not vet the resorts they promote. They are more interested in filling flights than fulfilling promises. Their own branding claims they’re a “Canadian-operated company dedicated to delivering frictionless, unique and memorable vacation experiences.” Well, it was memorable, alright—for all the wrong reasons.
I wouldn’t trust Sunwing or WestJet with a weekend road trip, let alone another family vacation. Avoid them at all costs.

Experience was an absolute nightmare!

Our original flight was scheduled for March 1st, 2025 @ 4:45PM
We arrived at the airport by shuttle @ 2:30PM
It took over 45 minutes to simply get through baggage check.
It took another 45 minutes to get through the boarding pass and security queues.
We then waited in the gate area for over an hour, and boarded the plane at 5:30PM (45 minutes past the scheduled flight time.)
As a person with MS, this was very difficult and taxing on my body.

Once boarded, we sat on the plane for 3 1/2 hours.
We were given very few basic updates about simple "delays"
A small half cup of warm water was provided ONCE during that entire time frame.

At 9:00pm we were told that the flight was cancelled and accommodations would be made.
It took another half an hour for everyone to be de-boarded and brought back to the gate.

From 10:00 PM until 11:45 PM the passengers were left outside the airport in the humid 25 degree heat with no water
and no update of any kind from any staff.
We also had zero ability to communicate with anyone unless we paid for wifi, as the 3 hour free wifi had expired long before hand.
ALL other airlines had busses ready and waiting for passengers the moment they left the airport.

Once busses finally started to arrive at 12:00 AM, We were told we would be going to the "Dream" resort 1 hour away.
The flight the next morning was scheduled for 11:00 AM
we drove until 12:30 AM when the bus over heated and broke down.
Once we were back on the road, our bus stopped at 2 different resorts with no passengers getting off the bus.
The driver had to get out and talk to someone or on his phone for long periods of time.
It wasn't until 2:00 AM that our driver finally arrived at the resort we were told we would be going to.
It then took another half an hour to get checked in and finally get some rest.

The rescheduled departure (at 11:00 AM March 2nd, 2025) was then rescheduled again to 8:00 PM.
We left the resort at 3:30 PM by shuttle, drove 1.5 hours back to the airport and arrived at 5:00 PM.
The self check kiosk would not accept passports because information was incorrectly entered by the staff when they rescheduled the flight.
(Ex: my name was Rob N not Robyn and therefore the passport scanner declined)
Because of this, we had to wait from 5:10 PM until 7:40 PM before we could even check our bags.

We got to the gate at 8:00 PM, and it wasn't until 8:45 PM that we finally boarded. (45 minutes after set departure time)
We then waited on the plane until 10:00 PM before we actually left the tarmac.

Because of these delays, myself and my partner had to miss a day of work.

This experience was an absolute nightmare, and the flight getting cancelled was not the major issue, it was all the other delays, lack of planning, lack of information, and lack of proper care for the passengers, zero accountability by the airline, and zero customer service.

The 11 hours on March 1st and the 7 hours the following day were absolutely unnecessary and regardless of the plane cancellation,

It was "exempt" from the APPR under the blanket "Cancellation" which is nonsense. The entire situation should be considered and not just the "cancellation"
as there were many other delays, lack of care and planning, customer service, etc which were within the airlines control.

In Punta Cana the Sunwing representative is scamming ppl. His name is Eduard Sivestre De Leon. We booked a trip said that someone will picks us . No one attended and not given back our money. He collaborated with the company to scam us and take our money. Sunwing should take responsibility who she puts there to a representative.

Sunwing has been, hands down, one of the worst travel companies I’ve ever used. Here’s why:

OUTBOUND FLIGHT:
Although we arrived at the airport on time and completed check-in without issues, we were left waiting far too long for the bus to take us to the gate. As a result, we were the last passengers to board — without knowing we were even late. We received a phone call saying the flight would leave without us, despite us doing everything correctly. Completely unacceptable.
Onboard, the flight attendants were cold and unfriendly, looking at us like we personally ruined their day. The plane itself was old, worn out, and visibly falling apart — broken panels, filthy seats, and nearly unbearable cold throughout the flight.
As for food — they offered cheap boxed pasta for $10. No tap payments, no cash — only physical cards, which no one warned us about in advance.

TRANSFER ON ARRIVAL:
Our transfer was late by nearly an hour, and no one apologized. The bus was old and uncomfortable — not what you’d expect after booking a full-package vacation.

HOTEL EXPERIENCE:
We spent seven days at a resort that was nothing like what Sunwing advertised. It’s painfully obvious that either the hotel or Sunwing actively removes negative reviews — because at least 80% of what was promised turned out to be false.
The food was disgusting, the service was poor, and the hotel was nowhere near a 5-star standard.

RETURN TRANSFER:
We went to the front desk five times to ask about our return shuttle — no one from Sunwing was there. Not once. Other tour companies like Transat were present, communicative, and helpful. Sunwing? Completely absent.
There was no internet at the hotel, no way to contact support, and no information provided in advance. We waited over two hours before anyone — from another company — helped us figure out our transfer.

RETURN FLIGHT:
Even worse than the first. Two pairs of Balenciaga pants were ruined because the seatbacks were covered in disgusting, sticky glue that transferred onto the fabric. Again — freezing cold, no drinks, no food, no care.
The group in front of us was rowdy, turning lights on and off constantly, making noise — and no flight attendant did a thing. It felt like nobody on that plane gave a damn about the passengers.

⸻

Final thoughts:
Sunwing offers zero customer service, zero accountability, and zero quality. I wouldn’t recommend this company to anyone. This was one of the most stressful and unpleasant travel experiences I’ve ever had, and I sincerely hope I’ll never have to book with Sunwing again.

Sunwing was an okay carrier for our recent trip to Cuba, although we never actually flew an actual Sunwing plane, the staff were friendly and did a great job. Our hotel memories caribe beach resort that was rated at a four star was closer to a 3 star, our room was not what we had excepted at all. Rooms and resort need a lot of updating.
We do not plan on flying with Sunwing anytime soon. Rather go with any other carrier.

Best shit in world, take other airplane

Just landed. Do NOT pay to upgrade to elite. Disgusting plane, poop on bathroom door. No one knows what they’re doing. Everyone’s confused. Super old planes. I will NEVER fly Sunwing again.

Flight from Cancun to Toronto was delayed 10 hours,
without right to compensation.
"Your flight disruption was deemed within carrier control but for Safety Reasons."

I had a reservation for a flight and an all-inclusive hotel with my husband in March 2025. However, I spoke to Agent Tarisa. She was unprofessional and unhappy with her job. She offered me Punta Cana and did not mention that I could not change the date and flight time in an emergency.
I had an emergency health situation and went to the hospital one week before my flight. I called her and explained everything and stated I can provide my hospital and my MD that is danguruse for me to flight. She became so mad and stated YOU REFUSED TO PAY EXTRA FOR INSURANCE, AND I can not do anything.
I called the main office in Mississauga, and nobody helped me. I contacted online customer service and explained at least change the date; however, they stated that you have to pay an extra 1000$ for that.
I explained it is an emergency and I am in hospital bed now. but they did not care.
I think Sunwing just want to make money and does not care.
I will never book a flight with them again and will not offer to anyone at all.

If I could give zero stars I would! Worst Airline worst customer service! Stay away and take your money else where!