✅ Trip Verified
| I did an all-inclusive family trip to Cancún, Mexico from Toronto, Canada. Hands down the worst service I have ever had with an airline. The return flight was a complete mess, from the resort pickup (which is provided by Sunwing) - the bus was late about 50mins. At this point in time, many are starting to get hungry as it is close to 6 PM. No one wants to leave for fear that the bus shows up and we are left behind. At the resort it is stressed by Sunwing representatives that you have to be in the lobby for pickup, the bus will not wait for you and if pickup is missed you have to find your own way and pay yourself. With the bus being almost an hour late, all of us could have gone to grab something to eat for free while still at the resort with our wristbands on. Many people, myself included checked out early from our rooms thinking the bus was going to pick us up on time. I could have had the room longer and had my 80-year-old grandma who was travelling with me be more relaxed, instead of checking out early and waiting in the lobby and for hours. Upon arriving at the airport to check-in some Sunwings employees started to inform people that our flight was delayed an hour and 45mins and then other employees not informing any of us at all. I had overheard this at the counter beside where I was checking in and luckily the lady checking in was from my resort and she said “Hey! Did you just here this? The flights delayed over an hour!” I asked the guy who was checking me in at the moment and he then said “Oh yeah it’s late” (as if this isn’t something important). At the gate, many people still had no clue the flight was delayed and said no one told them when they checked in. After seeing a plane land around the time our original flight (9:40 PM) was supposed to depart, all of us thought okay it’s on time. We’re going to go home on time. Employees at the gate then informed us that this plane is picking up passengers to go to Montreal instead and that we had to wait till 11 PM when another plane would be coming. More and more passengers started to complain that the employees then started telling us different times of when we will be departing. Everyone got fed up and we asked for a manager we were told the manager would be coming in 5 mins, 20mins past and then we were told the manager isn’t there but a supervisor said he would come. No one came for another 10mins, then a random Sunwing employee came and proceed to lie as well. Then finally she said a plane is in the air and it will be here at around 11:30 PM and we should be taking off at 12:30 AM. At this point we have been here at the airport several hours, stores are closed and there’s nothing for us to buy. Some passengers asked for food vouchers but we were told they were not approved to give any out to us. If we wanted we can send in a complaint online to Sunwing. A fee other things happened but long story short, the plane was up in the air at exactly 12:38 AM and we arrived in Toronto at 3:54 AM. After waiting for luggage, going through customs and taking a taxi, I arrived home at around 5:20 AM. Resulting in calling into work at 7:30 AM to say I won’t be coming in due to this delayed flight, thus losing a day’s worth of pay. Will never ever fly Sungwing again and definitely do not recommend flying them either. Their customer service is absolutely horrible and they’re completely disorganized! They’re a complete mess, save your time and money and fly with a better airline!