Complaints

• Initial Complaint

  02/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To whom it may concern, I am writing to you in regards to my trip that I had book to Cuba on Feb.12 to Feb. 19th . The booking number was *********. the booking was for four people but as it got closer Mr. ******* ***** ******* was unable to go with us as his passport was still not in for him to go. So, I had to cancel his part of the trip. In which I was told would be a voucher and that to call when i got back home from Cuba. I called today in regards to that they had emailed it to me I had also asked if my dad can use it as I am unable to go travelling any time soon as I am starting to do physio on my knee as having problems walking with it and was told if this does not work would possibly had to get it operated on. I was told that I cannot change it over to someone else s name so they could use it was going to give it to my dad as he was the one that paid for the remaining of the trip on his credit card. But just speaking to someone today with Sun wing was told that they do not fly into Hallifax form Hamilton only Toronto and my dad is 82 years old and that s to much walking for him to do so. I am just wondering if there is any way of getting a refund in the amount of 1,565.00. for the worry-free voucher as like I said I am unable to use it and would hate to miss out on all this money if it's possible just to put it back onto my dad's credit card His name is **** ****** you may see his name in the paper work not sure thought. Also my suite case was damaged and now can not be use it. I have emailed them a few times like I was told to do on the phone and no one has reached out to me about this. All I would like is for my money to be refunded back to the credit card for this. I have been told by many people that they have gotten their money refunded with out emailing back and forth like I have been doing. I do not think this right I always fly to Cuba and have never had this problem. I can be reached at this email or *******@******.com as well. also ************ Hope that you have a good day looking forward to hearing back from you. Sincerely, ***** ******

  Business response

  03/05/2023

  The business responded to this complaint but asked that its response not be published.
  

  Customer response

  03/05/2023

  
  Complaint: ********
  
  I am rejecting this response because

  I don’t get why I can not have my money back as I am not travelling anytime soon nore to s my dad or husband or the other person that went with us on the trip I have talked to many people and they have gotten their money back with out a problem so I don’t get why I can’t have my money back as o could use it at this point of time as I can’t work much do to my knee problems and need to pay my bills. This don’t want to lose all this money that I have paid for this part of the trip because I can’t use this any time soon nore can anyone else. I will never be doing this again if I ever do decide to take any other trip. Also maybe people should be told about the insurance and other things at time of booking as none of us were told about this when booking the trip. I will never be booking a trip again with this one line stuff as nothing is ever explained properly to people. Again all I want is my money back on the credit card thank you. If you do it for other you could do it for me as well . 
  
  Sincerely,
  
  ***** ******

  Business response

  12/05/2023

  The business responded to this complaint but asked that its response not be published.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello, We booked our family all-inclusive vacation at the ********* ***** ******* Varadero on the Sunwing website. When we arrived at the resort, we were shocked because of the unsanitary conditions, poor customer service, and a lack in the selection of food in this resort. We asked a Sunwing representative to allow us to switch to a better resort, and she recommended us ***** ***** **** Varadero but asked us to pay $300 in addition to the $ 6000 that was paid before. We moved from ********* ***** ******* to ***** ***** **** hoping to have more sanitary conditions and a variety of food. Unfortunately, the sanitary conditions of the food court at ***** ***** **** were even worse than it was at the previous resort. This hotel has, unhygienic conditions with a huge quantity of cockroaches traveling everywhere. Evidently, a Sunwing representative noticed this horrible condition of the resort, but she even didn't bother to demand the management of this resort take any measures to improve the situation and make Sunwing clients satisfied with the vacation they paid for. Sunwing sold us this low-end hotel as a five-star hotel. This is an areal ****!!! Thank you Sincerely **** *******

  Business response

  13/04/2023

  The business responded to this complaint but asked that its response not be published.

  Customer response

  13/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *******

  Customer response

  19/04/2023

  Hello,

  
  

  First of all, we have never been to Cuba previously.

  We could not even imagine to ourselves that we would have to eat food with cockroaches at five star hotels food courts.

  
  

  We visited another poor country such as Bulgaria and paid way less money for the all inclusive vacations. Even though it was a poor country, the service of the resort was excellent and we enjoyed it very much.

  
  

  We didn't win the lottery, and did not get any heritage from rich relatives. We worked very hard to be able to take our twins to celebrate their eighteenth birthday anniversary.

  
  

  Unfortunately, it was the most horrible, suffocating, vacation anyone could ever imagine. 

  
  

  Any respectful travel company which respects its clients and wants them to continue to travel with it would compensate their dissatisfied clients at the least, a voucher in the amount of $1000 for future vacations.

   

  To be honest, I have seen a lot of complaints about the service of Sunwing, and I hope you won't force our hand with your decision to be ones of those truly disappointed clients. 

  
  

  Thank you for your cooperation.

  Business response

  01/05/2023

  The business responded to this complaint but asked that its response not be published.
  

  Customer response

  09/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  28/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To Whom It May Concern, I am submitting this legal claim to request a refund for the return flight portion of my vacation package from Vancouver, BC to Puerto Vallarta, Mexico, purchased on August 1, 2022, for myself and my wife, using *** ****** **** ending ****. Upon arrival in Mexico on December 14, 2022, we had a pleasant trip with no issues. However, when it came time for our return flight on December 21, 2022, we were informed that it had been cancelled and rescheduled for the following day. Unfortunately, this cancellation continued daily until December 27, 2022, when we were forced to make alternative travel arrangements due to a medical emergency, work commitments, and other life impacts. Despite waiting for seven days, the return flight portion of our vacation package was not fulfilled by ******* Airlines, and we were forced to purchase a replacement flight through ***** Airline, as evidenced by the ******** receipt. As a result, I am requesting a refund for the return flight portion of our vacation package, as this service was not provided by ******* Airlines. I believe that it is only fair and just for me to receive a full refund for this portion of the package. I hope for a swift resolution to this matter, and I thank you for your attention to this issue. Sincerely, ********

  Business response

  01/05/2023

  The business responded to this complaint but asked that its response not be published.

  Customer response

  03/05/2023

  
  Complaint: ********

  Dear Sunwing Vacations,
  

  Thank you for your response regarding our flight delay complaint. While we appreciate the vouchers offered as a gesture of goodwill, we would like to request a cash refund for the unpaid portion of our tickets. We understand that we have received $500 each as compensation for the 7-day delay, however, we believe that this amount is inadequate for the inconvenience we faced. We were stranded in Mexico for seven days and both my wife and I were sick during that time because of this plan chance. It was an extremely difficult experience for us as we ran out of our daily medications and our jobs were impacted.
  We kindly ask for your reconsideration of our request for a cash refund. We look forward to your prompt response.
  
  Sincerely,
  ****** ********

  Business response

  15/05/2023

  The business responded to this complaint but asked that its response not be published.
  

  Customer response

  24/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: The company keeps refusing the reimbursement of the replacement flight after 7 days of consecuitive cancellation of my original flight. Aparat from that, I'm just requeting a refund for the unused portion of my itinerary which shouldn't be a that much for sunch a big company. 
  
  Sincerely,
  
  ****** ******** Ali Jazayeri

• Initial Complaint

  01/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We are military and have a CF1 card. Sunwing refuses to apply the discount to our trip as we have already purchased the vacation and paid in full. We simply made a mistake *** **** **** ** ******* 

  Business response

  03/03/2023

  The business responded to this complaint but asked that its response not be published.

  Customer response

  11/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: no one has contacted me yet so I do not yet wish to close my complaint. 
  
  Sincerely,
  
  ***** ******

  Business response

  22/03/2023

  The business responded to this complaint but asked that its response not be published.

  Customer response

  28/03/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  18/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have exhausted all ordinate means of contacting Sunwing Airlines to retrieve my suitcase or know its fate. I arrived by ***** on 25th December from Cayo Coco to Toronto and after 10 hours waiting for luggage, I was asked to fill ******** ************ ****** *** ****** for a Large ******* **** Red color suitcase and was told that Airline will call me the next day. That was 21 days ago. I have made countless phone calls since, multiple times daily to Sunwing Central Baggage at *** ************ from 25th Dec 2022 and no one answers the phone. I have evidence of hundreds of my hours wasted on the phone. Only twice, I was able to leave a message but no one called me back. ***** ****** ********** *** ****** *** *** ** ****** *** ** *** **** **** **** ** ******* ******* *** **** **** ********** ******** * ******** *********** ******** ***** ******* **** ********* ******** ******* *** *****  My Contact Tel *** *** **** ** ******* ***** ******** *** ****** ******** ** ************ all pertinent documents with a hope that Aviation Ministry will respond and resolve ASAP with Sunwing* ** ******* ******* *** ************** ** ************** *** **** ****** ********** ******** *********** ********

  Business response

  18/01/2023

  The business responded to this complaint but asked that its response not be published.

• Initial Complaint

  16/12/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  ******** * ** * *** ********* Invoice #3 shows the full amount presented to me and paid in full for the 4 passengers on the trip. Then I get a phone call on Dec 9th and Sunwing tells me that I owe an additional $370. For what? Sunwing claims they made a mistake and charged the incorrect amount for passenger #4, however, that isn't true when you look at Invoice #3. I asked to speak to a manager and was put on hold *** ** ************ ****** ** ***** I was told the Manager would call me. They didn't call me, instead, they blocked my ability to check in to my flights until the outstanding balance was paid. If I understand correctly: their agent made a mistake in the booking price, the invoice that was presented to me was paid in full, and then they blocked my flights ** ******* *** **** ** ***** ******** ******** ******** ********* I want to be reimbursed for the additional amount charged on the 4th invoice.

  Business response

  19/12/2022

  The business responded to this complaint but asked that its response not be published.
  

  Customer response

  19/12/2022

  
  Complaint: ********
  
  I am the individual who did all of the bookings, the payments were all completed on my credit card and, if you checked the phone calls, you would hear that all of the phone calls are with me. I handled the bookings and all changes for the passengers. 
  
  I have ******** a screenshot from the original booking confirmation that shows the details were sent to my ***** account. 
  
  Sincerely,
  
  ****** *******

  Business response

  29/12/2022

  The business responded to this complaint but asked that its response not be published.
  

• Initial Complaint

  24/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Booking *********. I made a reservation online on the website for Sunwing for my wedding. When I received the confirmation email it was for the incorrect date. I had to call in and talk to an agent, agent said it'll be 150 more for changing and that wasn't a problem, and then she turns around and says it'll be 500~ more dollars for the changing of date. ********************************* it wasn't my fault that I did it thru an agent or thru a 3rd party website or something like kayak or something. I was also intending to use them to use for my stay and such. *************************************************** I would like to get a refund for this *********************************************************

  Business response

  08/06/2022

  Business Response /* (1000, 5, 2022/05/26) */ Dear ********, Thank you for contacting us through the BBB. Your booking would indicate that you booked the flights directly on www.sunwing.ca on May 19, 2022, not through a third-party website. Unfortunately, the revised travel dates were priced higher and the change was subject to a fee of $50.00 per person / per ticket. The travel dates initially booked were for June and the revised dates were for July, a higher season for domestic travel. We apologize that your booking experience has not gone as smoothly as one would hope for and look forward to welcoming you on board your flight in July. Sincerely, Sunwing Vacations Consumer Response /* (3000, 7, 2022/05/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am sure that it was a mistake on the website cause i have checked the cost for June and its higher than what i paid for. I didn't recieve an invoice from them ************************************************************************** Unfortunately I don't have a proof that there was an issue with the website ********************************* Business Response /* (4000, 9, 2022/05/27) */ Dear ********, Again we apologize for any upset you've encountered but the system would reflect the correct price when making a change in travel dates. Sincerely, Sunwing Vacations

• Initial Complaint

  03/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******************************* I booked 2 ppl on a flight to cuba. booking # *********. The flight time was moved from 6:15am to 4:30pm. this moved the flight by 10 hours. 10 hours. this would cause us to miss the fishing trip that we were going on. boat would be gone from the dock. I paid sunwing for all the trip insurance that was available. and I was only returned $1,394 instead of the full price- I was give $500 in future flight vouchers. At first i was told i could only get 50% of the money returned b/c i was cancelling. and when i said this was not my fault, then the woman said that i could get 1,394 back only and that i could get $500 in future flight vouchers and no refund on the insurance. this cxl is not my fault- this is sunwing's fault, i paid for the insurance and this should have covered the FULL refund in $ not vouchers. but she told me that i needed to file a claim with my own credit card company and that the insurance (that sunwing sold me) did NOT cover the ticket cost. I did NOT want to cancel but was forced to cancel because sunwing moved the flight time by 10 (TEN) hours. ********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************

  Business response

  08/06/2022

  Business Response /* (1000, 5, 2022/05/26) */ Dear *****, Thank you for contacting us through the BBB. We are sorry to read of your upset over the schedule change and the terms of the insurance plan. Regretfully, flights times can change. It does not happen often but in the travel industry for many reasons these types of changes can occur. As previously explained to you, the insurance plan covers the entire cost of the trip minus the cost of insurance as it was used to cancel the initial reservation. Depending on how close to departure a cancelation is made will determine if full or partial amounts will be returned in the form of a future travel voucher. This information is provided online as well as with our reservations agent. Since you canceled outside of 45 days the $250 per person deposit will be in a voucher and the rest to the original form of payment minus the cost of insurance used to action this. We hope that this explanation is clear and we hope that you will be able to utilize the vouchers in the near future. Sincerely, Sunwing Vacations

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩