Reviews

Our group of 10 traveled to Jamaica in February 2025. We booked our trip back in April 2024 so we could secure premiere seating and a direct flight that we paid extra for. From start to finish it was a huge disappointment. We departed in Edmonton. Our seats were bumped for ******* passengers we stopped and picked up in Calgary. We were told the stop was due to a technicality. We flew out on a ***** plane. We were informed it was direct flight because we did not get off the plane in Calgary. We watched as our preselected premier seats seats had been reassigned to the Calgary ******* passengers. We were informed it was a dark flight, no chargers no on board flight entertainment. The seats were stiff, non reclining, limited leg room. We arrived in Montego Bay on time. The resort was good but our departure turned into a nightmare. We received no less than 12 flight/transfer changes and an over night cancellation. Our Sunwing representative at the resort was overwhelmed and ill informed. She left the resort prior to resolution. We were told to stay checked in and then told to check out. We sat for over 6 hours in our hotel lobby waiting for directions. Eventually everyone was told to check back in. We maintained contact with our travel agent in Edmonton. She did her best to help resolve our issues. We eventually were informed that our airport transfer would arrive at midnight, that later changed to 2:45am. We were finally taken to the airport where we remained for another 6 hours. The flight home was delayed twice. We were informed that ******* sent a rescue plane to pick us up (another ***** plane), non direct, dark flight home. * ****** *** ****** ** ****** ** **** ** ******* ******* ****. Never again!

Dear Ms. ****, We are truly sorry to read of your upset and disappointment. We would encourage you to contact our Post Travel Team with your feedback by visiting www.sunwing.ca "Contact Us". Flight delays, schedule changes, can occur with or without notice however we understand how upsetting this can be for our customers. Please allow a member of our Post Travel Team to review and provide you with a thorough explanation. Sincerely, Sunwing Vacations

Had a trip booked for 10 of us to fly out morning of feb 18th. Didn’t send a notification until 10:30pm at night that the flight was cancelled. only 2 people in the group received the cancellation!!!!!! Everyone else was under the impression it was good to go. Waited an hour on the phone to speak to 2 agents who **** ********** **** when we asked for help rebooking? She said “didn’t you read the cancellation? You’re getting a refund?” I said yes I can and did read…. But that doesn’t help that we’ve already paid for hotels and parking and cannot get back our time off. We never even gave them a budget and was told was any new bookings would be out of our budget. Very short and very rude on the phone & when she told us we would get a refund via original method of payment I asked if half our group that paid cash would receive a cash payment then? She uhhh no they will receive a cheque very sternly. Sorry I’m not a mind reader and as per the agent she said original method of payment…. So if we paid cash would that not mean cash back? I have never been treated so poorly in such a stressful time. No empathy whatsoever. No discounts offered no vouchers offered nothing.

Dear Ms. ********, We truly are sorry to read of your experience and your upset over the cancellation of your well-deserved vacation. This is truly not indicative of the service that we aim to provide for our customers. If you have any outstanding questions on your refund, please contact your travel agency. Sincerely, Sunwing Vacations

Family of three booked travel and I had to cancel ***** * *** * ***** **** and I only had cancellation insurance. Lost money on my husband and child’s even though why would they travel on a family holiday without me? Never booking through sunwing again as I thought they could atleast do a credit for future travel since my husband and daughter couldn’t travel with me since I got a health condition right before the trip. Wish the company was more compassionate.

Dear *******, Thank you for contacting us through the BBB. We understand your disappointment however it is the traveller's responsibility to ensure that they have the proper insurance in place if in the event they need to cancel. As a tour operator, we in good faith pay our travel suppliers for the travel services booked through us and cancellations can incur us penalties. Sunwing does have a protection plan which provides a refund in travel credits, however it must be purchased at the time of booking. We wish you a speedy recovery. Sincerely, Sunwing Vacations

******* ******* ** ** ***** We purchased an all inclusive, direct flight to a 4 star hotel in Montego Bay. They changed our flight from a direct to a stopover in Calgary, after we paid for direct, did not have any food for purchase on flight and the ******* flight attendant tells us they begged Sunwing to provide food for sale. On the plane for 9 hours with only pretzels and cookies. The 4 star deluxe oceanfront room was filthy, **********, moldy, burnt out lights in the bathroom, the shower was filthy and water only came out of about 4 holes in the shower head, there was no mini bar as promised, had to change rooms since it was so bad and the next room was just as bad but at least it didnt stink. Sunwing is impossible to get a hold of, they offered us each a 75.00 travel credit but who would fly through them again **** **** ******* * ********** ********. We want cash back so we never have to deal with Sunwing again but so far they are sticking to their offer of a $75.00 credit...as if we would book with them **** ** *** ******* again, fool me once....The customer care number they provide on their website does not get answered and i have now left 14 messages in the last 2 weeks and no word back. **** **** *** **** ******* *** even though ******* has purchased them, they will not help us as they tell us that Sunwing is under a 'different umbrella and therefore they have no access to your booking number"...very convenient for them I guess then they don't have to take responsibility for Sunwing's ********** activities.

Dear Ms. *****, We are sincerely sorry to read of your recent experience. If you can provide us with your Sunwing booking number, we will have someone contact you directly. Sincerely, Sunwing Vacations

We have tried with Sunwing, they don’t answer their customer care phone listed on their website and Sunwing offered us a 75.00 travel voucher. We responded with no thanks we want our cash back as we are not going to fly with Sunwing. ** ****** ******* *** **** ** *** ******* **** **** ** **** ********* ****. All we want is for them to do right by us now and reimburse us for all the extra money they charged us.

I had a flight Toronto -- Cancun and Cancun -- Toronto with Sunwing. Both flights were delayed because a sudden airplane repair was required. Later my friends told me that they had exactly the same case with Sunwing. That looks like either Sunwing uses exhausted airplanes or exploits them in a wrong way. ****** **** ****** ** ** ******** *** **** ******** *************

Thank you for sharing with us your experience. We understand how frustrating and concerning these types of flight delays can be for our customers. Safety is number one for Sunwing and can assure you that our aircraft go through regular inspections and maintenance. If you have any outstanding concerns relating to your flights, please contact us through sunwing.ca and our Post Travel Team would be happy to provide you with answers to any specific questions you have. Sincerely, Sunwing Vacations

We bought a package to the ***** ********* ***** ***** in Mexico. When we arrived we realized Sunwing had not disclosed that the hotel was going through a MAJOR remodelling. The pool was closed and so was the lagoon and most of the resort. It was essentially a construction zone and it was borderline dangerous to cross the areas with an infant to go to the restaurants. We talked with Sunwing every day and were not offered to move anywhere else. And still no compensation to this day. Will never fly with them again.

Dear *****, Thank you for contacting us through the BBB. We sincerely apologize for the disappointments and for the closures that you encountered on your stay at the ***** ********* White ***** in Mexico. It is equally disappointing to hear that you were not assisted by our destination team. These concerns must be properly investigated by our Customer Relations Post Travel Team. Please open a case by going to sunwing.ca and clicking on Contact Us. If in the event you have completed this step and are unsatisfied with the response, please ask that your case be reviewed again as you remain unhappy. Sincerely, Sunwing Vacations

My recent experience with Sunwing and the *** ********** resort was nothing short of appalling. What was supposed to be a dream family vacation turned into a nightmare due to substandard accommodations, poor customer service, and severe health and safety concerns. Upon arrival, we discovered our room had not been properly cleaned—the pillows smelled of sweat and perfume, and one even had a blood stain. Despite repeated complaints, only some were replaced, leaving dirty pillows in our room for the duration of our stay. The resort was overcrowded due to oversold day passes, making it impossible to enjoy the facilities. We had to wait in long lines for meals, and the so-called "gourmet" dining options were unavailable for days. When we finally got a reservation, the service was appalling. My son was served ***** in a chipped glass with sharp edges, and on another occasion, he was served raw chicken—completely unacceptable for a 5-star resort. The lack of basic hygiene at the resort was alarming. Sanitizer dispensers were empty throughout our stay, and the poor food quality and unclean surfaces ****** *********** ** ** *** ******* *** **** ***** ****** *** *** *********** The on-site doctor caused him significant distress with her handling, leading us to seek alternative care elsewhere. The ordeal extended our stay, resulting in substantial additional expenses. To make matters worse, Sunwing offered minimal compensation and failed to address my concerns adequately. Their communication was dismissive, and it came to light that they shared my son’s confidential medical records without consent—a ***** violation of privacy. This trip, which took us three years to save for, left us with debt, stress, and bad memories instead of joy and relaxation. I cannot recommend Sunwing or the *** ********** resort to anyone seeking a quality vacation. ***** ** *** ******

Dear ****, Thank you for contacting us through the BBB. We are truly sorry to hear about your experience with Sunwing and the *** ********** resort. We apologize for the frustration and disappointment, as we understand full the effort and anticipation that went into planning your vacation. Your experience is truly not indicative of the services we and our travel suppliers strive to provide. We apologize for any upset. We would encourage you to open a case with our Customer Relations Team, through formal our complaints process. Please visit sunwing.ca and click on the Contact Us page. Sincerely, Sunwing Vacations

Thank you for your response to my review. However, it seems that the content of my review may not have been thoroughly read, as I had already outlined my contact with Sunwing. Unfortunately, my experience throughout the process, including the appeal stage, was disappointing and felt dismissive. At this point, my only remaining option is to share my experience across various review platforms to inform and educate potential consumers about the significant health and safety risks, as well as the incredibly low standards, associated with your services. If you are truly committed to addressing this issue, I am open to having a constructive conversation.

Absolutely terrible. Just got home from a vacation to Cuba booked through Sunwing. The resort, ********* ***** *****, which is not affiliated with Sunwing, was amazing. Every single piece of our vacation from the booking, to customer service, to the flight itinerary, EVERYTHING Sunwing related was terrible. Flights changed with no indicating, sunwing reps giving wrong information. When trying to book a private transfer to the airport, the Rep said "I'll be with you in 5 minutes" then walked away from over half an hour. She told us everything through her must be done by credit card, but suddenly the private transfer was Canadian cash only with no warning. Try and find a Canadian bill ATM in Cuba... Our flight got changed from a direct flight to a layover, but we were given no new landing times or anything, we had to call Sunwing 4 times before anyone could give us the information, and even then they didn't seem sure. * *** ********* **** **** ****** ** ******* **. They were just going to drop us off in an unknown location, at an unknown time in a country that isn't or own. I could go on but I'm starting to run out of characters for this review. ** * *** **** *** *** ***** ** ******* ***** ******* ** *** ******

Thank you for contacting us through the BBB. It is always disappointing to read when our customers are less than satisfied with our services. Cuba, as a popular tourist destination, does have limited resources and strict regulations in place that can affect the overall experience, especially for international travelers. As stated, while you enjoyed the resort, this was overshadowed by poor customer service. Your comments will be shared with the appropriate persons however, we encourage you to share your feedback by submitting a formal complaint to Sunwing by going to sunwing.ca - Contact Us link. Detailing each of the issues you encountered, particularly regarding flight changes, misinformation, and the private transfer confusion will assist us improving in our service in future. Sincerely, Sunwing Vacations.

Sunwing use to be really great. In 2013 we booked a flight to Cuba. You had food to eat included in your price. They gave you a glass of wine and there was a movie to watch also included. Now sad to say but there is none of that included. You have to pay for everything you get.

Dear *****, Thank you for contacting us through the BBB. It is unfortunate when a company changes its service offerings, especially when it was once known for providing a more inclusive and enjoyable experience. Sunwing, like many airlines, has shifted its business model over the years, particularly in terms of in-flight services. In 2013, the all-inclusive amenities you mentioned—like complimentary meals, drinks, and entertainment—were part of the overall package, making the flight experience feel more premium. However, over time, many airlines have moved to a "pay-per-service" model, where everything from meals to entertainment and even checked baggage is an additional cost. This trend has become more common in the industry as airlines aim to keep base fares low while charging for extras. It can be disappointing for frequent flyers who remember the more inclusive experiences. While the cost may be lower upfront, many feel that the extra charges for meals, drinks, and entertainment can make the flight feel less comfortable and even more expensive in the long run. Hopefully, the industry may find a balance in the future where some of those services return without significant extra charges and you will continue you choose Sunwing as your travel provider. Sincerely, Sunwing Vacations

We purchased a vacation package to ***** ***** Resort, Costa Rica through Trip Central Nov. 4-Nov. 15, 2024. We are so impressed with how we were treated when an unexpected ******* Airport shut down occurring for necessary repairs on an unsafe runway. We stayed at our original resort for 2 extra days before we were transferred to the airport which had reopened. We were about to board to return to Toronto when the airport was closed again. Sunwing behind the scenes arranged coaches and accommodations to transfer us to a resort to stay overnight seamlessly. The following day the airport reopened and Sunwing transported us back and gave us meal vouchers for an airport restaurant while we waited for our flight. Before boarding the airport closed again for more runway repairs. Sunwing again arranged for coaches and accommodations and transported us to the resort for another night stay. A Sunwing rep accompanied us on all of the trips to the airports annd back, and the arrangements all happened seamlessly behind the scenes. Also behind the scenes decisions were being made about next steps which was to bus us to SAN Jose airport and depart from there. The next morning we boarded a bus to SAN Jose with a Sunwing rep joining us for a 5-6 hour trip through the mountains, arrived at the airport where all our boarding tickets were already printed with another meal voucher from Sunwing. We immediately boarded our airplane and the pilot played a game before taking off to get us laughing. The crew were fabulous. They also were affected by the up to 5 day delay in getting home to their families. Throughout our 4 day delay, **** ******* was updating us with each change that affected us. There was no out of pocket cost to us whereas other Canadian airlines required their guests to pay upfront and make a claim upon returning home. **** *******, Sunwing, ***** ***** ******* ****** ********* *** *** *** 5*s for such great service for a huge problem beyond their control!

Dear Ms. *****, Thank you for contacting us through the BBB. Thank you for your thoughtful review. It is greatly appreciated and will be shared with the appropriate team members. In today's travel industry, challenges can arise unexpectedly, and with limited time and resources, making changes quickly to minimize disruption for our customers is not always easy. We are committed to doing our best to ensure a positive experience despite these obstacles. We look forward to welcoming you on board another Sunwing vacation in the near future. Sincerely, Sunwing Vacations