Sunwing Bewertungen 391

I just chatted to Sunwing's customer agent and found out that my $3000 travel voucher has expired, that it was valid for only one year and that I had lost my money. I am extremely upset about this and explained that I did not receive an alert or message from Sunwing to let me know that my vouchers were about to expire and given all the mishaps that happened to our family in 2024, I seemed to have missed the fact that the voucher was valid for 1 year only. The agent then advised me to submit my concern on the Sunwing Cares website, after claiming that she "understands" my situation etc. I visited the site but couldn't find any instructions or indication of a "Sunwing Cares" form or comment section. If Sunwing truly cared, I would have received a notification of the upcoming expiry of my voucher and would not be in this situation right now, where I, the customer, am out $3000, and Sunwing has pocketed my hard-earned money. "Care" is about doing one's best to ensure that everything within one's power is done to prevent another's hardship.
Sunwing keeps sending me a number of promotional emails, but cannot "care" enough to send me ONE notification regarding the upcoming expiration of my travel voucher, especially given that it expires one year after being issued. But, instead, pockets my hard-earned cash, and sends me to submit my concerns on "Sunwing Cares"... What a hypocritical company!!!!.

Sunwing, who is now owned by WestJet left us stranded in the Dominican Republic with no wraps to speak to. I was on the phone with them for over an hour. They would not help us. They kicked us off the plane because my daughter was sick to her stomach before we took off, they stole my personal property And left us to die.

I recently purchased an all-inclusive Sunwing vacation package through a travel agency.
At the time of booking, both the agency and I were told that one checked baggage per person was included, as it always had been with Sunwing packages.

However, after Sunwing merged with WestJet, the baggage policy was changed — without any prior notice or clear communication to either travel agents or customers. As a result, I was unexpectedly charged $55 CAD for my checked baggage at the airport. On my return flight, no baggage fee was charged, showing that even the airline staff were inconsistent about this new policy.

I contacted Sunwing customer service several times, but they refused to refund the fee and stated simply that “baggage is not included.” They also refused to provide a supervisor’s contact information, making it impossible to escalate the issue further.

This experience shows a lack of transparency and accountability, which goes against the basic standards of fairness and disclosure required under Canadian consumer protection laws.
Customers deserve to be clearly informed when a major policy like baggage inclusion changes — especially for “all-inclusive” vacation packages.

We booked a travel package to Cayo Coco, Cuba from Sunwing on Oct 4-11, 2025, we were encouraged to purchase premium packages for many premium services and unfortunately nothing is provided as their promised. Normal guests finished check-in in 10 minutes, we’re waiting more than 30 minutes still cannot get our passport back. The room supposed to be newly renovated deluxe room, in reality, the door and ceiling are with big cracks, toilet is broken, mirrors turned black, shower hanger is falling, TV and air conditioner are not working, WiFi is out of service for two days and one night, dead cockroach in the shower room… I took all the pictures and videos and sent them to Sunwing client agent, the answer is nothing new, they’ve been aware of it, sorry, the hotel supplier is not willing to compensate us, as an agent, he can’t do much. The most important thing to torture us is their mosquito issues, there’re armies of mosquitoes attacking us, they’re banging on my face, nose, glasses, they’re flying between my glasses to sting my eyes, I couldn’t breathe, I might breathe them in my nostrils, it’s crazy! I’ve worked on the cruise ships for 11 and half years, visited 52 countries and over 300 cities, including Cuba, but I had never seen so much mosquitoes in my lifetime! In the Memory Carrie beach resort, there’re hundreds of swamps with stinky, foamy standing water where are constantly producing tremendous amounts of mosquitoes every day in their resort. Whenever we passed by, we got to run, my face was distorted and swollen, we even can’t get out of the room at night, because the mosquito repellent cream doesn’t work due to huge amounts of mosquitoes, they are extremely active during the night.

What hurts me most is the agent- Mr. Khushbu J, he seems like willing to help us, I put a lot of hope on him, I thought that he keeps requesting me to send more pictures, videos and details, I believe that he’s gathering all the evidence to help us, and no, he ignored all our requests and provided only apologies and two $75 vultures. We don’t want your vultures, we want equivalent compensation, since no service is provided as premium members, instead we almost got murdered by local mosquitoes, nobody ever mentioned anything about the mosquito problems with us when we booked our vacation packages. We felt scammed and got ripped off big time! They assured us that all the evidence we provided are correct! They apologize for it, still no money back! Money for Sunwing is on way in, no way out! If the clients are not happy, only apologies are provided, that’s all! I will never go back with Sunwing!

Disappointed long-time customer -Sunwing services keeps getting worse.i have been using their vacations for almost 10 years but the quality service clearly declined .on my recent booking the website malfunctioned -was overpaid 300$ and not allowing to reserve seats.When I called customer service the first agent refused to transfer me to a manager. I finally spoke with supervisor she did not believe me and refused to help.

Vraiment déçu de cette compagnie, ENCORE UNE FOIS. En effet nous étions 4 à voyager en septembre 2025 et nous avons acheté à l'avance la sélection de sièges au montant de $280.00 total. Lors de l'enregistrement avec Westjet la veille du départ pour l'aller et le retour nos sièges n'étaient pas disponibles.

À notre arrivée le 5 septembre, il y avait un manque total d’organisation. Il aurait fallu que les représentants soient identifiés avec un carton indiquant le nom des hôtels dont il est responsable. Ensuite, nous indiquer un endroit clair : un endroit soit numérotés ou inscrit le noms des hôtels qui prendront le même taxi pour le transport vers notre hôtel.

Our family of four booked a premium-priced Spring Break vacation through Sunwing Vacations from Calgary to Royalton Bavaro in Punta Cana, relying on positive Sunwing reviews and the Marriott name. The booking process was straightforward, but every aspect of Sunwing’s customer support and post-travel service proved deeply flawed.

On-Site Indifference, Lack of Support
• At check-in, no Sunwing staff assisted with lost wallet that we could see driving away on the bus immediately upon arrival or navigating hotel amenities—Sunwing reps were visible only to upsell third-party excursions, leaving guests without basic support.
• Booking through Sunwing meant our Marriott Platinum Elite status and resort upgrade were ignored. Resort staff consistently deferred to Sunwing for travel-related issues, but Sunwing’s representatives did nothing to help us resolve problems at the property.

Service Failures and Dangerous Incidents
• Our trip included repeated service failures, had a serious electrical fire at night in our hotel room.
• On the final day, hotel management offered compensation only with a non-disclosure agreement. Sunwing failed to advocate for us or ensure safety standards.

Post-Trip Communication Nightmare
• After our trip, Sunwing’s response was disorganized and consistently deferred to a “Post Travel Team,” which could not be reached directly via phone or email. This pattern matches many BBB complaints and online reviews showing Sunwing’s inability to act or communicate after incidents.
• It took over a month to get any written response, and only because I persistently followed up. Sunwing’s agents did not acknowledge the most critical incidents and ignored submitted evidence, including photos and message records.
• My request to escalate was refused, with my case ultimately marked closed without genuine review or resolution.

Note on Sunwing flights: Awful. Booked because of direct flight option and we deeply regret this because booking with them cost us our vacation. Had we booked through Marriott, they said they would have had this resolved for us immediately (and I believe them but because of the Sunwing booking their hands were tied) - their flights are awful, small cramped planes with "dark flights" meaning no wifi or even charging ports.

BBB Patterns and My Recommendation
• My experience aligns with a troubling pattern in BBB complaints and reviews: Sunwing routinely fails to resolve issues, closes cases prematurely, and offers minimal or no compensation—even when safety and well-being are compromised.
• Sunwing’s messaging emphasizes “patience and cooperation” but in my case—and in dozens of other BBB complaints—there is no accountability, transparent escalation, or resolution for paying customers.

BBB Patterns and My Recommendation
• My experience aligns with a troubling pattern in many online reviews: Sunwing routinely fails to resolve issues, closes cases prematurely, and offers minimal or no compensation—even when safety and well-being are compromised.
• Sunwing’s messaging emphasizes “patience and cooperation” but in my case—and in dozens of other online complaints—there is no accountability, transparent escalation, or resolution for paying customers.

In summary:

Sunwing Vacations’ lack of accountability, unwillingness to advocate for travelers, and repeated communication failures render it a high-risk choice for travelers seeking safety, support, and reliable resolution. I strongly urge TrustPilot readers to book with a more reputable provider and avoid Sunwing for any family or premium vacation

We had a very bad experience with Sunwing and nexus tours.
Be cautious when spending your hard earned money.

Vi tog for første gang en charter rejse og boede en uge på Sunwing Alcudia Beach med 3 børn. Vi havde et fantastisk ophold, hele vejen igennem. Flyveturen var fin, alt klappede. Hotellet var rent og pænt, lå lige op ad stranden. Buffeten på hotellet var morgen, middag og aften lækker, med et udvalg for enhver smag.
Så en klar anbefaling herfra.

I won't book with them, I see they are charging for luggage now

🚨 Sunwing “Worry Free” Cancellation Insurance — NOT so worry free 🚨

I booked an all-inclusive vacation package with Sunwing and paid over $500 for their “Worry Free” cancellation insurance. According to their own terms, this package allows:
✅ One change to your vacation package up to 3 days before departure
✅ Cancellation up to 3 days before departure

My trip was scheduled for Thursday, July 31. Due to an emergency, one person in my group could no longer travel. My travel agent called Sunwing to remove them from the booking — well within the 3-day window — and Sunwing still charged me $1,500 for the cancellation.

I paid for this insurance to protect me from exactly this kind of situation. If Sunwing can still charge customers full ticket prices after they buy cancellation insurance, what’s the point of selling it at all?

This is extremely disappointing and feels misleading. I’m sharing this so others are aware before booking.

#Sunwing #WorryFreePackage #TravelInsurance #ConsumerRights #TravelScam

traveled with Sunwing to Resonance Musique Varadero in Cuba, expecting a relaxing vacation — instead, I was robbed inside the resort, and the entire experience was a disaster.

My room had cockroaches, a malfunctioning safe, and zero basic security. After reporting the theft, resort staff and security did absolutely nothing helpful. I felt unsafe, unsupported, and ignored.

To make it worse, I was handed a poorly printed document to sign after the incident — it was missing large portions of text, and no one explained what it meant. I signed it while in shock, thinking it was just a form to confirm I reported the issue. Later, Sunwing used that document to say I “accepted the resolution,” which was just a late check-out — nothing close to what should have been offered after a robbery.

Sunwing later emailed me with a $100 travel voucher as “compensation,” which is insulting given the situation. I had no insurance through them, but that doesn’t excuse how this was handled. As a customer, I expected at least proper support, safety, and honest treatment — and I received none of that.

I’ve filed an appeal, but I’m warning other travelers: think twice before booking with Sunwing or staying at this resort. It took me days to recover emotionally from what happened — and I was still treated like an inconvenience, not a victim.

I would give -100 for the service, the worst vacation that could have been. Be careful if you are planning a vacation with SUNWING. An unpleasant situation occurred on the island we booked tickets to, a major blow that of course we all understand. But the company did not react at all, they moved us to a hotel that was much lower in rating, which did not even have the beach that we were going to Cuba for. Service is at the lowest level. Irresponsibility, no one can tell you what to do, I paid for one thing, they gave me absolutely another, I do not agree with this and when I asked to transfer us to another hotel they said that there were no places anywhere, although other people were transferred. Discrimination or something. I was ready to pay more, if only they had transferred us to at least somewhere with normal conditions to continue our vacation. Zero reaction from the agency. There is no point in calling, writing too, they simply ignore. When it comes to refunding money, they also start ignoring you. Think twice before choosing this company.

Just returned from Sanctuary at Grand Memories Cayo Santa Maria, Cuba and had a fantastic vacation. Resort was amazing with a 1 minute walk to the pool and 2 minute walk to the most spectacular beach. Resort staff were amazing, food was decent (the fresh mangos on the beach were a nice touch, and beach was amazing. If I had one complaint it would be the flight times to Cuba, didn't get back to Toronto until 2:30am and flights were delayed both ways (pretty sure that is a GTAA issue not airline)
Anyway, was still a fantastic trip that I was able to pay for with my WestJet Rewards points.

I’d give this company a zero if possible. They are by far the most dishonest company in Canada, which says a lot when you’re scraping the bottom of the barrel with other companies that use dirty tactics to steal from people. In 2020 I booked a trip and sunwing cancelled due to covid, I initially had intended on filing an insistence claim but decided against it when the Canadian news was reporting that insurance companies were just denying the claims. Received an email in August 2020 stating I had a credit, sunwing extended credits from Covid through September 2026. I finally got around to consider using it and I was told they simply didn’t issue a credit because I didn’t want it and claimed I denied it. I asked for the document that says I denied the travel credit and they can’t supply it… because it doesn’t exist. They took money for a trip, cancelled the trip, and then decided I declined a credit but, they kept the money. I’m now having to pursue action through small claims court. I know westjet recently bought this company , perhaps they can turn it around, but as it stands today, DO NOT buy anything from these thieves. The customer service is also the worst I’ve experienced from any company, and I’ve dealt with low ethics companies before, but sunwing is worse than they are. They will prey on those that they feel they can screw over. Absolutely disgusted.

I booked 3 rooms at Royalton Bavaro on May 7 under a promotion and paid $3,159, but the site crashed and only charged me $1,053. Since then, I’ve called daily and received no help—just rude staff and no resolution. Now they want me to pay over $1,000 more or lose my money. Extremely disappointed with the service. This is not what I expect from a so-called luxury resort.

This is just a follow up of my 1st review about been stranded in Cuba in July. After writing several reviews a sunning rep got back to be and collected information via email. They stated for for the receipts submitted they would reimburse funds in the amount of $1622 providing a dignity a waiver electronically.
After signing the waiver, the worse, unexpected, unprofessional, scanning thing happened. Sunwing blocked my email, so I could not send emailts to info@sunwing anymore. I was very shocked and tried calling multiple times and today have not received any word from them.
As a Canadian, I am very disappointed and cannot imagine how Sunwing could go about doing shady business such as this.
Why would they have me sign a waiver and then not reimburse out of pocket expenses for hotel, food and travel when they took us from Canada to Cuba but denied us boarding our flight back after my birthday vacation. All documents were in good standing but we were the only black couple and they clearly were overbooked so we were left behind in Cuba to wait for the next available flight the following week.
Such a distasteful and discourteous way of business.
What do you have to say about this Sunwing?

After a brutal year, I spent over 12 months saving up to take my family on what was supposed to be a much-needed vacation—one last chance to reset, breathe, and enjoy time together. I booked through Sunwing, which is owned by WestJet, trusting their promise of “frictionless, unique and memorable vacation experiences.” What I got instead was a nightmare.
The resort they sold us as a “4-star” was a joke—run-down, filthy, and nowhere near what was advertised. The food was nearly inedible, a serious concern when traveling with family. Toilets broke constantly, our shower was non-functional, the in-room phone didn’t work (safety issue, anyone?), and neither did the TV. This wasn’t a vacation—it was a slap in the face after everything we’d already endured this year.
And what did Sunwing offer in return? A pathetic $200 voucher per person—as if I should save up for another 1–2 years, hand them thousands of dollars again, and hope they don’t send us to another dump. Insulting.
Sunwing and WestJet clearly do not vet the resorts they promote. They are more interested in filling flights than fulfilling promises. Their own branding claims they’re a “Canadian-operated company dedicated to delivering frictionless, unique and memorable vacation experiences.” Well, it was memorable, alright—for all the wrong reasons.
I wouldn’t trust Sunwing or WestJet with a weekend road trip, let alone another family vacation. Avoid them at all costs.

Experience was an absolute nightmare!

Our original flight was scheduled for March 1st, 2025 @ 4:45PM
We arrived at the airport by shuttle @ 2:30PM
It took over 45 minutes to simply get through baggage check.
It took another 45 minutes to get through the boarding pass and security queues.
We then waited in the gate area for over an hour, and boarded the plane at 5:30PM (45 minutes past the scheduled flight time.)
As a person with MS, this was very difficult and taxing on my body.

Once boarded, we sat on the plane for 3 1/2 hours.
We were given very few basic updates about simple "delays"
A small half cup of warm water was provided ONCE during that entire time frame.

At 9:00pm we were told that the flight was cancelled and accommodations would be made.
It took another half an hour for everyone to be de-boarded and brought back to the gate.

From 10:00 PM until 11:45 PM the passengers were left outside the airport in the humid 25 degree heat with no water
and no update of any kind from any staff.
We also had zero ability to communicate with anyone unless we paid for wifi, as the 3 hour free wifi had expired long before hand.
ALL other airlines had busses ready and waiting for passengers the moment they left the airport.

Once busses finally started to arrive at 12:00 AM, We were told we would be going to the "Dream" resort 1 hour away.
The flight the next morning was scheduled for 11:00 AM
we drove until 12:30 AM when the bus over heated and broke down.
Once we were back on the road, our bus stopped at 2 different resorts with no passengers getting off the bus.
The driver had to get out and talk to someone or on his phone for long periods of time.
It wasn't until 2:00 AM that our driver finally arrived at the resort we were told we would be going to.
It then took another half an hour to get checked in and finally get some rest.

The rescheduled departure (at 11:00 AM March 2nd, 2025) was then rescheduled again to 8:00 PM.
We left the resort at 3:30 PM by shuttle, drove 1.5 hours back to the airport and arrived at 5:00 PM.
The self check kiosk would not accept passports because information was incorrectly entered by the staff when they rescheduled the flight.
(Ex: my name was Rob N not Robyn and therefore the passport scanner declined)
Because of this, we had to wait from 5:10 PM until 7:40 PM before we could even check our bags.

We got to the gate at 8:00 PM, and it wasn't until 8:45 PM that we finally boarded. (45 minutes after set departure time)
We then waited on the plane until 10:00 PM before we actually left the tarmac.

Because of these delays, myself and my partner had to miss a day of work.

This experience was an absolute nightmare, and the flight getting cancelled was not the major issue, it was all the other delays, lack of planning, lack of information, and lack of proper care for the passengers, zero accountability by the airline, and zero customer service.

The 11 hours on March 1st and the 7 hours the following day were absolutely unnecessary and regardless of the plane cancellation,

It was "exempt" from the APPR under the blanket "Cancellation" which is nonsense. The entire situation should be considered and not just the "cancellation"
as there were many other delays, lack of care and planning, customer service, etc which were within the airlines control.