Sunwing Airlines

✅ Trip Verified | We went on vacation in an all inclusive trip to Jamaica from April 11 - April 18 2022, well with the flight delays it was more like no sleep and April 19 2022. The resort was the worst one I have ever been at, the people were rude, the Sunwing rep onsite was never available to talk to. When flights were delayed, no one informed us, it was only after missing the pickup time and panicking with a family of 5 that we found out there were issues with Sunwing flights. This costed us meals, stress and a day of work. I am so upset. There is so much more but this is the surface issues.

Not Verified | They have rescheduled our flight 8 times. We have small children and a baby and they have had such poor communication. We are running low on diapers and formula. They never respond. Terrible customer service.

Not Verified | Toronto to Cayo Santa Maria. My husband and I along with another couple booked an all inclusive vacation through Sunwing to Royalton Cayo Santa Maria Cuba. First I must say that the resort was perfect in every way! Beautiful, clean resort with a stunning beach. The best part was their world-class customer service. The staff upon our arrival were so welcoming and it didn’t stop for the entire week. Very friendly, helpful and genuinely cared, wanted to help and be there for anything we needed. Very impressive. Sunwing on the other hand could certainly learn much from the Royalton staff. At the airport, on the plane and on the ground when we arrived in Cuba Sunwing staff kind of made us feel like they would be having a good day if it wasn’t for their pesky customers bothering them! A little training on customer service and how to provide it would go a long way and is badly needed at Sunwing!

✅ Trip Verified | Indifferent management sours the experience! That old saying about one bad apple spoiling the bushel really applies to Sunwing. The ground and flight crews were wonderful: friendly, helpful, good sense of humour, professional...top notch. The same holds true for the in-destination reps and shuttle providers. All very pro and we thank you very much! The sour taste in my mouth comes from management - or lack thereof. I purchased my travel package online and paid for it in full at the time of booking. 2 days before my departure, I logged in to get my e-docs and was informed (by automated pop-up message) that I had a balance owing on my invoice and that my trip could be cancelled if I didn't settle my account. I immediately called Sunwing customer service. The service rep initially argued with me until I forwarded her my confirmation email from Sunwing showing the balance paid in full (yes, I keep everything). It took one hour and fourteen minutes on hold to resolve the discrepancy. Perhaps they were hoping I would simply give up and pay the difference of $140? This was not the most relaxing start to our vacation. Once I received written confirmation of the correction, I thanked the rep for her help and asked to speak to a manager. The manager was "on lunch" so I asked for a call back. 5 hours later, I had still not heard back so I emailed the original rep again. 2 weeks later, I have still heard nothing. No explanation for the arbitrary price hike, no offer of compensation for my inconvenience, no apology for the rep's initial antagonistic attitude or for my wasted time on hold while they corrected their own error. Nothing. I promise to update this review if I ever hear back from Sunwing. I don't really expect to. What a sad excuse for "service".

✅ Trip Verified | This is a big shout out to Sue working for Sunwing at the Toronto Airport. Thank you for your excellent customer service! You are a gem and a great face of your company. You represented Sunwing exceptionally well when you assisted me with my check-in while I had a meltdown. When you later showed up to make sure I was safe on the flight I was full of gratitude. You made my experience a good one and I thank you! It takes great people to make a great company. You are one of them.

Not Verified | I made the unfortunate mistake of booking with Sunwing in mid December for a trip to Mexico over the holidays. Due to pandemic related concerns, I used their Worry Free Cancellation to cancel the trip on December 17. I was provided with a voucher reference number and was told it would take a month to be issued. I contacted Sunwing at the beginning of February to rebook and was told my voucher had not been processed and a timeline for issuing it could not be provided. Disappointing to say the least. Questionable business practices based on the many reviews with the exact same experience. A company to be avoided at all costs.

Not Verified | I would have been flying to Cuba at the end of March. However your incompetent staff neglected to inform when switching the names on the itinerary, the seat would be lost with no way of regaining it back. Worst airline ever. Will never use again as now my what was vacation is now non existent. With a lot more monetary loss than what was refunded. Poor customer service.

Not Verified | Book a vacation with Sunwing. A month after booking get email that flight has been canceled. Give me the option to get a refund or move to 2 days later. The other date doesn't work great as it uses 2 more vacation days. However, we are traveling with a group so we'll make it work. That is when they tell us "oh, btw, it's another $900 to book on the date they provided". What it amounts to is price gauging. 2.5 hours on hold with Sunwing and same result. Canceled trip and will never use Sunwing again. Beware - If the price of your trip increases Sunwing will simply cancel your flight and resell it back to you at a higher price.

✅ Trip Verified | I have My flight changed from direct to one stop with out compensating the difference. I paid for the extra leg room seat but never get it. My flight had delay on the way back, the hotel was terrible, and the worst thing is the Sunwing team wont do anything to make people happy for all inconvenient they make. I receive email to represent my feedback about my trip but even the link they provide doesn't work.

Not Verified | It seems Sunwing does everything in it's power to be late. Yes the weather was bad, but Flightradar24 indicated most other flights were leaving on time. Our return flight from Santa Clara Cuba was delayed over four hours because the incoming flight from Ottawa was severely late leaving. And Sunwing has decided that it's cheaper to fly us home via Cancun Mexico, an 800 kilometer detour to pick up more people rather than have two flights. Inconvenience the customer over customer service. Air Canada and Westjet have issues as well, but nothing compared to the woes of Sunwing. We will travel to the south again, but Sunwing will not be our carrier.