✅ Trip Verified
| As we were checking in for our return trip, Ixtapa to Edmonton via Calgary on Feb 15, 2018, the check-in lady at Ixtapa airport removed my husbands passport from a plastic protective cover, scanned it, and then put it all back together again. When we arrived in Edmonton and went to do our customs declarations, we found that she had tucked the passport cover and the photo page into the plastic protective cover, and in doing so, ripped my husband's passport right through his photo. This was the first trip taken on a brand new 10-year passport, and it was ruined. We looked up the procedure of replacing a damaged passport and discovered that it is full cost of $160 plus new photo's of $35 -- plus it requires as much information as though you've never had a passport before - far more than simply renewing an expired one. A lot of unnecessary expense and hassle. We contacted Sunwing the very next day - on Feb 16, 2018, and advised them of what had happened, and requested that they cover the cost of replacement, since it was their employee who destroyed it. It is now April 18 - beyond 2 months later. We have not had any communication with Sunwing, except an email saying that they are experiencing higher than usual volumes and their investigations are delayed. As far as the trip, we just purchased the flight only as we had our own accommodations, it was adequate. Food is nothing special. I was not impressed that Sunwing changed their policy on flights-only to exclude one free piece of baggage included in your price. Our baggage ended up costing us an additional $115 - nothing but a money-grab, for sure! It was a little bit cheaper if you pre-buy it online, as opposed to paying at the counter. We chose this flight because it was more direct than any of the other flights available (Just a drop-in to Calgary to pick up more passengers) and the price was good, even though we had to pay extra for baggage. The return flight was in a much older plane and the seating was extremely tight, but we endured and everything was on schedule. We chose this flight because it was more direct than any of the other flights available.