| Toronto to Cancun. Paid for Elite Plus and since they overbooked my seats, I was given another seat which was broken with the leg rest permanently up, going against all safety regulations, not to mention not given what I paid for. Leaving the resort, the shuttle bus did not show up until 1.5hours after the designated time. Meanwhile, no communication was made to the passengers about the delay and when we called from the resort, they lied to us saying first the bus was running late, then it broke down and then it would come at 8:40 am and showed up at 9 am. We arrived at the airport by a miracle, being the last ones to board the plane. When I asked Sunwing via social media what their policy was regarding "delayed buses" (because we strongly believe they just forgot about us and simply did not schedule a pick-up), they said "we do our best to get the transfer bus there as quickly as possible and try to keep passengers informed on what's happening through the destination representative at the resort" Love the world "try", not to mention there was no representative in sight at the resort. In fact, their competitor representatives were all advising us to take a taxi because we would miss our flight. Looking at their social media accounts, I've seen that many people had to indeed pay out of their pockets for a shuttle transfer to the airport because the buses were simply a no-show. Very unprofessional and should not be able to offer all-inclusive packages when they cannot live up to the expectations and required responsibilities.