Sunwing Airlines

Not Verified | This airline is the absolute worst when it comes to reliability. We booked a package and 6 days before they change the return flight home 6 hours earlier which ultimately makes us lose our last day in Mexico. When questioned about it they keep just saying it’s allowed in our terms and conditions. We paid for the late flight home and now we have the early flight.. when asked why they say no idea and no information was given. Now that the trip is non refundable they just say unfortunately you have to deal with it. Tell me how that is not false advertising? And tell me how this is a acceptable practice.

Not Verified | Extremely awful, slow service, hourly waits, and no internet. These people hold us up about their 'microphone' and then say they resolved it 3 hours later when they just keep adding 20 minutes to their issues. I can't believe flying with them when I know I could've been on my vacation already but I'm still dealing with their problems.

✅ Trip Verified | I booked a vacation for my family of 4 (myself, husband, 2 young kids age 7 and 10). My flight was scheduled for July 27 @16:45 - 1st Delay to 21:45 that same day (5 hours later) due to staffing issues - 2nd Delay to 08:00 on July 28 (one day later) due to technical/safety issues. Although I can appreciate that the second delay was due to safety, the first delay was due to staffing issues which is unacceptable and within the control of Sunwing. We spent over 5 hours at the airport just waiting with one delay after another. To make matters worse: - After we were offloaded from the unsafe flight, we were required to wait for our luggage which took over an hour - After retrieving our luggage we were required to wait in line for another 1.5 hours in order to get a taxi voucher. By the time we got home, it was almost 1am. - We were required to be back to the airport the following morning by 4:30 am (per their employees). This meant that we got 3 hours of sleep (at most) and this is how our "Wonderful" vacation was to start - We finally got on the flight the following day and upon arrival at the hotel at around 3pm, we were advised that they could not find our room booking. This was strange since I would have expected Sunwing to have advised the hotel of this delay since we purchased a vacation PACKAGE. But it appears that we did not have rooms. It was another 2 hours until we were situated in rooms. As you can tell from the above, our first (but really second day of vacation) was a complete write-off. We were sleep deprived, tired, stressed and in foul moods. Keeping in mind that we went through all of this with 2 young children. We were so exhausted by the time we were in our rooms, that we just slept. That is 2 days of vacation gone. After all of this, Sunwing's response was: Sorry, nothing can be done for you. Had the flight not been delayed in the first place due to lack of staff, we would have found out at 4pm that there were issues and things would never have been as awful as they were. They DO NOT take responsibility for their issues at all. USE ANY OTHER AIRLINE!!!

Not Verified | One staff on the airplane was very rude towards my son, I don’t know if I should be angry about the staff that was rude or the HR for allowing and employing these sort of personnels. A little context of the situation that incurred we were sitting two rows back of the plane and the last row both sides left and right totalling 6 seats were empty, my son asked if he could use one row to rest and the staff replied THIS IS MY SEAT. A few hours in the flight my son noticed that the seats were still empty so he decided to go and use them. In which the staff angrily came to my son and started shouting at him and commanding him to get out of her seat. Which my son did however this did not stop and during the times she was using that row she was constantly fidgeting and kicking the seats in front of her where me and my family were sitting. The flight number was WG 7124. This staff was working from the back of the airplane with her other friend. I will be reaching back to SunWing to get an update on this matter.

Not Verified | Flew with Sunwing from Toronto to Sa nta Clara on March 23rd to April 13th. Brought an extra luggage to leave to the Cubans at the resort therefore it was only for one way. Was told there was a $90 dollar change but was changed $210, don't understand why. Other than that our trip was amazing. Have MS therefore have problem with stairs. Was provided with a Wheel chair and a lift to the plane. Booked with Sunwing to the same resort (Royalton Cayo Santa Maria) for October 15th for 3 weeks. Will be bringing an extra suitcase one way again. Hope I don't run into the same problem.

Not Verified | On our return flight we were not given the option to select our seats. Normally this would not be a problem however my complaint is with the sunwing employees that were deadheading back to Vancouver. They selected all the window seats and aisle seats for themselves leaving multiple families separated including our family of 3. This is not something I would normally complain about however the callous nature of the sunwing employees was unacceptable. There was a mother and young daughter asking them to change seats and the young daughter was crying and the mother was begging them to change seats and they just flat out refused and claimed that they couldn't change seats because "they were working". They were not working, they were passengers. This is not just unacceptable as an airline employee, this is unacceptable as a human being to selfishly deny a mother and daughter to sit together just because they want to sit in the center seat. I was sitting in a center seat and I was sitting next to a sunwing pilot that took the window seat and also refused to move. He continually got up to go to the cockpit and chat with his friends over 6 times in a 6 hour flight but refused to sit in an aisle seat. He also had a huge amount of stuff with him including a full size pillow multiple containers and bags that kept falling on my lap and didn't even use the window as he had it blocked with his pillow. He was simply a rude and selfish man. I would expect better behavior from a stranger let alone an employee of the airline

Not Verified | The seats were very comfortable but less than optimal legroom period. The flight from YYC to Punta Cana was OK, we had seat front pockets to put our tablets, earbuds, whatever. On the flight back there was nothing. Nowhere to put anything. And you’re stuffed in like sardines. Once we arrived in Punta Cana and had retrieved our luggage then what? Where do we go? Where is the Sunwing rep who is supposed to meet us and direct us to our hotel transportation? Absolutely nobody around. With our limited Spanish we asked numerous other airline reps where the Sunwing rep was - or even a desk or something. Nothing. Very unprofessional Sunwing. Just a note, our flight was on time, not early, nor late. No Sunwing rep. So where the heck do we find our hotel transport? Some other airline rep approached us and asked what we were looking for. He graciously took us directly to our transport bus. Otherwise, not sure how we could have found it ourselves. Zero inflight entertainment. If we hadn’t have downloaded some movies we would have been twiddling our thumbs for 6.5 hours. Communication is key in the customer service sector. Huge fail. Very unprofessional Sunwing, where were your greeters that we were told would be there for us? I sure know which airline to avoid in the future!

Not Verified |   I had a medical emergency while in Cuba and Sunwing was 200$ more than air transit and Air Canada when they found out those 2 airlines were full. They were not on time and the seats were so hard. There was no food but pretzels. When we landed we had to take a 10 minute bus ride to the terminal. Then wait an hour for our luggage. So disappointed in the service. Westjet used to be so good.

✅ Trip Verified | The issue arose on the last day of our trip during the check-in for our return flight. Our seats, initially assigned to row 13, were unexpectedly reassigned to row 28 without any prior notice or explanation. Despite our efforts to resolve the matter with a supervisor, it was revealed that someone had paid for our seats, resulting in our displacement. What right do SunWing have to sell our seats? I argued that I wanted to buy my seats back or I should get compensation for selling my seats. The situation escalated further when an agent abruptly ripped our boarding passes. After I was able to de-escalate the situation since other family members were involved, our boarding passes were reprinted. To our shock, upon reaching the airport security checkpoint, we were surrounded by police who informed us that we would not be allowed on the plane. The reason given to other family members was that SunWing had overbooked the flight, a fact was unknown to us until our return to Canada. Upon seeking clarification from SunWing agents, the agents refused to engage with us. Another unnamed agent accused us of posing a safety threat to an international flight, threatening to involve the police and even mentioning potential imprisonment, invoking the specter of terrorism. Attempts to record the conversation were met with threats of arrest. In the end, we were forced to rebook our flights by ourselves for the following day. The subsequent travel with WestJet was uneventful, emphasizing that the issues were specific to our interactions with SunWing. This experience was deeply traumatizing for my family and me. Selling our seats to make extra profit at the expense of compromising the comfort and safety of my family is unacceptable. Having a group of agents controlling who boards the flight is not only unacceptable but must be dealt with immediately. We have been traveling for many years with no concerns, as a Canadian, I shouldn't feel like a criminal in a foreign country, especially by agents representing a privately owned Canadian company.

Not Verified | Service is way below satisfactory. Purchased several vacation packages with Sunwing before. Flights were substantially delayed numerous times and we didn't receive any reimbursement or even prior notification. 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. Never travelling with them again.