Sunwing Airlines

Not Verified | Our flight back was delayed. We supposed to leave on the 17 of December from our hotel in Guardalavaca, but flight was delayed. The problem was that we didn’t know how long or if we are going to leave at all. We have to check out the hotel room at noon. So we waited in the lobby until 10 pm when the bus took us to the airport. Misinformation or rather lack of it was very frustrating. We left the hotel when we supposed to arrive in Toronto. We got to the airport and same thing: nobody knew when are we going to depart. We were luckier than others that didn’t make it home for Christmas. I’m not sure if I will ever fly with Sunwing after the horror stories I read.

Not Verified | Given what other travelers suffered this same month, I suppose we didn't have it nearly as badly, it was just a bare bones airline that nickel & dimed you for everything from soda onboard to an added $25 fee per carry-on luggage. First, we paid $50 for upgraded seats which unless you are very tall don't bother. You don't get priority boarding as promised, they boarded people "with children or those who need more time first" and apparently more than half the plane thought this was them. At that point the rest of the passengers lined up to board. This is not how other airlines manage boarding, they use zones. The same thing happened on the return flight, so again, not worth the upgrade. There is no in-flight entertainment at all, we had to pay to upload movies onto our laptop, the food onboard is sparse and of low quality, it costs for even basic soda and drinks were pricier than Air Canada. Priority luggage is not a thing and I'm furious we paid for it: our luggage came off next to last and not together. The same thing happened on the way home. Our transfer from the hotel to the airport home never arrived, despite our hotel calling and texting them. We ended up paying 96USD for a cab and at the airport we heard the same situation happened for many other travellers who had to scramble and pay for their own rides. Sunwing didn't answer anyone who tried to reach out to inquire about where the transfers were and so far no one has responded to us about being refunded our cab fee. The airport was full of people who had no idea if their flights to get them were even coming and this is because Sunwing is not updating anyone, including the incoming airports. Even FlightAware wasn't updating, I had to go to the actual live radar app to find out if flights were coming, which means the airline itself has no clue where any of it's aircraft are. So many angry frustrated passengers and it made for complete chaos in the Cancun airport, especially since all of the Sunwing flights fly out of the tiny basement area and not the spacious main area up top. This is the second time I've flown with Sunwing and the last time they lost our luggage on a direct flight despite us getting to the airport 3 hrs early, We spent 24hrs without luggage. I don't care how much more it costs to use a competitor, we are never flying with Sunwing again.

Not Verified | They are more expensive than others, if you add all the hidden fees, the cost of your luggage and carryon. I paid extra for my seats. They charged me extra for my purse because it was 5 cm bigger than suggested personal item size in their website, with my hat in there. Horrible customer service. They told me that my 4 year old is not considered a child under sunwing policy. Unless your child is under 2, he/she is not a child. They call them non adult. also, if you have a bag or laptop that is even 1 cm more than 23 cm x 28 cm x 13 cm, get ready to pay for it.

✅ Trip Verified | Worst Airline Ever! I never write these but this is terrible. My recently widowed sister, her 4 kids, grandparents, my wife and I were supposed to take our First family trip. This company just ruined Christmas for these kids, then we rebooked for New Years and now 16 hrs before our new flight, Sunwing decided that SK doesn’t deserve vacations until Feb. We will never book Sunwing again! They will surely disappoint you and their customer service is beyond terrible. NO communication. Not trustworthy.

Not Verified | Worse airline ever! Avoid at all costs! The staff are rude and incompetent. We lost 2 days due to delays and lies that they fed us at the airport and they refuse to communicate with us ! I can’t believe how they are still in business after the last couple of weeks incidents .

✅ Trip Verified | Absolutely horrible experience with Sunwing: Pearson to Punta Cana for an All Inclusive vacation. Avoid at all costs, even if alternative airlines are more expensive. You will pay in other ways! The line-up at Pearson for baggage drop-off is 2+ hours (online check-in), absolutely no other kiosks had this amount of backlog. Frustrated customers. There are unnecessary checkpoints for "travel documents" which no other Canadian airline required. In Punta Cana there is an additional „checkpoint“ to pay US$20 Dominican exit tax: Again a massive line-up and delay (other airlines like WestJet include this tax in their fare, no waiting). As other customers noted, delays and carousel wait-times are unacceptable. 200+ people crammed around the YYZ carousel for over 2 hours. If you are elderly or traveling with kids avoid this airline at all costs.

Not Verified | Very Disappointing. Never recommend this airline. We found out that our flight is delayed for 6.5 hours when we were dropping off our luggage at Toronto airport. Even the lady at reception said she just found out about delay. We decided to wait at the airport because we took a ride to airport. No alert or notifications were sent to us that the flight going to be delayed. Same thing happened on our return. We checked out of our resort and we’re ready to leave when I just checked online that flight is delayed for 4 hours. We have to wait in the resort lobby. We could have taken a good use of the day if we had received a notification of the delay few hours earlier. Do not travel with Sunwing.

✅ Trip Verified | Sunwing used to be good. Now they make you take a bus in Toronto to a terminal that is far. Both ways. When you arrive back in Toronto you have to wait an hour for bags. They only include water, coffee and tea for free. Soda you have to buy. They have tickets where you fly to different airports to pick up passengers. For our flight from Toronto to Cayo Coco we went to Santa Clara first to pick up people and in Santa Clara we had to leave the plane, go through security, take shoes off and board plane again. One hour+ process. Our flight was also delayed so our whole trip Toronto to hotel took 10 hours. Fly to Cuba, but use a better service provider. Sunwing treats you like livestock.

Not Verified | I couldn't check in online during both my flights to Cancun and back to Toronto. I tried multiple times from multiple browsers and systems but online checkin did not work. As a result they did not provide my family 2 seats to sit together (both ways) They couldn't get me any accommodation or changes on their flight seats inspite of checking in 3 hours earlier. I will not recommend this flight to even family of 2. And you will have to buy your seats extra than buying flight tickets.

Not Verified | We bought a package to Cuba for the first time at this company. We got a lot of alerts about the flight time before our flight to Cuba and when we flew back. Both flights were on time. In general, we are satisfied with their service. I would just recommend them to create a live chat for addressing customer's inquiries who are abroad.