Sunwing Airlines

Not Verified | Absolutely useless customer service. The worst customer service experience on the phone line. No wonder the company is failing and bought by competitor. My departure time was supposed to be 10.45am on Sept 11th, 2023. I got an email around 16 hours before scheduled departure time (around 3 pm, Sept 10th) and I was informed that my flight was delayed until 16.15 Sept 11th, 2023. I want to confirm the delay with Sunwing as Sunwing app and travelling website said my flight is on time. So I called Sunwing, then their phone line put me on an automatic feedback loop for half an hour with repeated similar options. After prolonged waiting, I finally got to talk to someone, that person immediately put me through the answering machine with a simple greeting "hello" or "hey". About another half hour, I finally got to talk to someone. However, that person was also not sure what's the departure time of my flight from system on their end. That person has to jump through multiple end to final confirm that flight is delayed. Meanwhile, Sunwing website and app still show my flight was on time.

Not Verified | When we got to the airport, they told us that the flight was delayed. I was only able to travel 2 days after. From the 7 days of holiday, I got only 5. Not an apology, a reimbursement or anything else for me losing 1/4 of my valued vacation. I'm never buying anything from them again, or would recommend this "company" to anyone.

✅ Trip Verified | Horrible flight home, we were first delayed for 45 minutes on the tarmac in the plane, all passengers were on the plane since 10h30. The delay was caused by the sunwing staff because a little girl had a kink in her neck from the stress, lack of sleep, and air-conditioning in the hotel room the night before their return. The staff were trying very hard to disembark the whole family. The mother and a 9 to 11 year old girl were left behind in Cuba. Then despite my son's efforts to obtain some food and something to drink, without success, and rudely answered by the flight attendent. "Ask someone on the plane to pay for it or you should have brought your own noodle soup, we don't take debit/credit cards or cash, only credit cards " not everyone has a credit card, and I know you can't pre-pay online with sunwing for food or drinks. So no lunch or drinks (soft drinks). We were then informed 30min before landing that we were going to be landing in Montréal Trudeau Airport instead of the Québec Jean Lessage Airport. We had to disembark, be shuttled to the airport standing (I am 75+ yrs old) then waited for over 1 hour to get our luggage. Then spent about 2 hours at secondary because my son was informing other passengers of their rights, and compensation for the diverted and delayed flight. The issue for the delayed flight was because the Quebec airport was closed since 09h30 that morning, we were informed on route at 15h00. Then was forced to run over a kilometer immediately following our passing through customs again for the 3rd time that day. My son had to run to advise them that we/I was going as fast as I could, took me over 5 minutes. Had my son not been there, I would have been left behind like the young girl and her mother. Our new flight from Montreal to Quebec was scheduled for 18h30, the plane took off at 20h45 from Montreal and only landed in Québec city Airport at 21h30. Finally got our luggage again at 22h30. We had to take a cab back to my sons house because we arrived too late for the ride we had planned. Now, we are trying to claim for our delays in arriving in the original destination, the Quebec airport site confirms that they were open for business as of 18h25 and yet only landed at 21h30 we were not off the plane for another 15 to 20 minutes. When I went on the Sunwing official site and tried to fill out the claim, I was met with a blocked page that would not allow me to complete my application because they are refusing to compensate anyone on this flight. Official ticket departure time from Cuba 11h10 arrival at Québec Jean Lessage Airport 15h00. Actual departure time 11h40, landed in Montreal at 15h40, re checked luggage at 18h00, flight scheduled for departure at 18h30, no time to eat despite having food vouchers, had to run to catch the plane then sat in the plane for about 2 hours before take off, and landed in Québec at 21h30, Québec city Airport was re-opened since before 18h30. If not for the full 6 and a half hours in delayed landing in Québec, but at least the 3 hours from Montreal to Quebec. They will not just wash their hands off with this. Don't let airlines get away with their pretexts and excuses.

✅ Trip Verified | Worst airline I have ever been on. Can't pre-purchase food or drinks, no credit card = no food or drinks on board. On board staff are rude and arrogant (No credit cards, only have a debit/credit cards, "then bring your own food and soft drinks, not my problem" was their answer) On their site, ONLY CREDIT CARDS ACCEPTED is written in small fine print, unreadable unless you blow up the image to maximum and find it. Only airline that charge $25.00 for carry-ons of only 5kg not 10kg like every other airline. Delayed flight by over 6 and 1/2 hours, yet can not claim or even ask, stating on their site for out of their control pretext. Looking into the excuse/pretext, Quebec airport closed because of an accident at 9am and re-opened at 18h30 that same day. We were picked up at 11am but took off at 11h45 because they kicked off a 10yr old child and her mother and we trying to disembark the whole family because of a neck kink the children woke up with that morning. Then informed the passengers at 15h00 that the Quebec airport was closed and they had to land in Montréal Trudeau Airport. They disembarked everyone, gave us our luggage, had everyone running around to retrieve our luggage (1h plus wait) then go through Canada customs (almost 2hrs searches, nothing to declare or illegal, coming from Cuba). We then had to re-register all our luggage again after searching for an open Sunwing counter with a clerk (30+ min) and then run about 1 to 2 km the entire airport from one end to the other and back again. (U shape airport) plane tickets were scheduled for departure at 18h30, took off from Montreal at 20h45 to then land at our original destination landing at 21h30. Sunwing complaints site blocks all attempts to claim compensation for our delays that were supposedly out of their control, therefore they are not responsible in any way shape or form. BUT, after investigation noticed that the original destination was open for business as of 18h30 according to Québec City Airport website on August 1st 2023. That's 3hrs, obligatory compensation by the airline is being refused by Sunwing, complaints to the CTA are in order to force them to pay for this over 6 and 1/2 hours flight delays, if not for the 6 1/2hrs at least for the 3hrs delay from Montreal to Quebec. This airline has so many different problems and so many people attempting to make complaints, I say ATTEMPTING because the site keeps refusing to accept the complaint by erasing everything and saying that something went wrong and to try again, and again. That is a tactic they use to discourage anyone from going through with their complaints. I know that because I have been in this situation with Sunwing before, they will do and say anything so as not to pay for their delays, damaged luggage, etc. They do this because they know people don't have the time to waste writing the same thing 2, 3 or 4 times wasting 30min every time.

✅ Trip Verified | I arrived at the hotel lobby at 6:50 a.m., expecting to catch the 7:00 a.m. pick-up bus arranged by Sunwing. The Sunwing staff at the hotel I stayed, aware of my flight departing at 11:20 a.m., assured me that the pick-up time was indeed 7:00 a.m. Unfortunately, the bus never showed up, which left me with no choice but to follow the hotel staff's advice and take a taxi to the airport around 9:30 a.m. This incident occurred on a Saturday morning, yet the hotel staff failed to appear even after 9:00 a.m. Upon returning home, I filed a claim for the taxi fare. However, the company representative disputed my claim more than four months later, asserting that their records indicated I was not present at 6:50 a.m. my hotel when the bus was supposed to arrive. According to the company's instructions, I was scheduled to be collected from my hotel 4 hours and 30 minutes prior to the departure time. Anyway, the distance between my hotel and the airport is 16 Km. Given that my husband and I were the only guests at the hotel, I suspect an error on their part, but it appears that the company is inclined to shift the blame onto the customer rather than acknowledging their own mistake. It's not surprising that the company consistently receives poor evaluations due to their refusal to take responsibility for their errors.

Not Verified | Absolutely awful. Our flight was very delayed, our rep at our resort did not come to the resort at the times he was supposed to, and when he was here he was one of the most unpleasant humans I’ve ever spoken to. I hope nobody ever has to deal with our rep as their rep. Never choose Sunwing. Everyone else we spoke to who came to our resort on Sunwing had awful experiences too. Bad bad bad.

Not Verified | I booked our round trip flight me and my husband on may 11 2023, Toronto to Cancun. Our return trip was a huge surprise that they gave a seat beside other nice strangers and my husband was also was in another spot which is around five rows behind me with other nice strangers. Is this a joke. I tried to explain at the plane entrance to flight attendant this problem she promised to talk to someone but never did. Very bad customer service with no apology. They made a mistake at the cus service no big deal they don’t care about the customers. No entertainment at all, no screens. I rate your airline service as zero. Will never recommend it to anyone.

✅ Trip Verified | People don’t book flights with Sunwing Airlines! I had a flight from Mexico to Toronto with a delay of 12 hours. My flight originally was booked for 14.30 but we left Mexico at 02.00am, arrived just in the morning, didn’t go to the work and didn’t receive any compensation! Very very bad service!

Not Verified | What a terrible airline Sunwing is. They are able to send a gate change through email but can’t notify you with a 5 hour delay? Now stuck at the airport for 7 hours after leaving the hotel. If you have all the patience in the world and you don’t value your time then look no further Sunwing is the airline for you.

✅ Trip Verified | I’ve been travelling my whole life. This was the worst experience I’ve ever had our trip was delayed three times they offered a voucher which is useless because I would never fly with them again still waiting for $500 compensation from December 2022.