We recently took a trip to Santa Clara Cuba and flew with Sunwing. We adhered to the weight allowance and had no problem leaving Toronto headed for Cuba. On our return two weeks later, we unloaded all our toiletries making our luggage weight significantly less. We purchased NOTHING in Cuba because there is nothing to buy there. At the Santa Clara airport, we were told our luggage was 15kg over the allowance (that's almost 40lbs!). They charged us over $300 and threatened if we didn't pay up, we would not be going home. I was appalled! I obviously paid the money and advised the flight attendant upon boarding. He provided me with the email address to lodge a formal complaint which I did the second I arrived home. Not only was I auto-told I would have to wait 6-8 weeks for a response, when I finally did receive the response, I was advised that we get charged this fee for providing champagne flights! Even upon further escalation, I'm being told that the scale is what it is and I have to suffer the consequences. They don't care about their customers at all and didn't seem phased that I was threatened at the airport. Zero compensation, zero remorse and zero understanding.
In this day and age, shouldn't they be providing better customer service? Shouldn't they have entertained the fact that Cuba could have added additional weight to the scale (considering we can't see the entire scale and what they put on it)? NO! They sided with Cuba and said they've never had a problem with them before. I am reading some of these reviews and see this yet another load of crap.
Sunwing is the WORST airline carrier I've ever, EVER been on (and I travel several times throughout the year). On top of that, promises of children's lootbags never came through and upon raising this, was advised this needs to be requested prior to the flight.
The absolute NERVE of this airline! Buyer beware! They'll do anything to make more money. They could care less about their customers. Pay up and be done. I will never fly with Sunwing again and rest assured I will be raising this to all media accessible.

CONSUMER ALERT - SUNWING
Never book a vacation with Sunwing. In their terms and conditions it states that they can change your flight at their convenience. As a result a eight day vacation that was paid for was changed to a seven day vacations since they changed our midnight flight to an early afternoon flight. Our direct flight to Ottawa of 4 hours was changed to a 7 hour flight that made a stop in Quebec.
Sunwing then took a plane of 180 people to Quebec to let of 20 people and took the remaining 160 people to Ottawa, how is that for customer service.
DO NOT BOOK WITH SUNWING AS YOU WILL NOT RECEIVED COMPENSATION FOR CHANGES THAT THEY MAKE AND YOU WILL NOT RECEIVE THE VACATION THAT WAS PAID FOR.

My family and I were coming home from Huatulco Mexico on December 28th, and we missed our flight because of a document that was handed out to us on departure from Vancouver stating that our flight time when we departed on the 28th had changed from 1220pm to 455pm. When we checked our flight status 12 hours prior to our departure the automated woman (because we couldn't get a hold of anyone at Sunwing) said that our flight was leaving at 1220pm. My family and I then tried to call a Sunwing representative, which was a lost cause. So we decided to go with what the representative in Vancouver who handed out this hard copy document about our flight time change had said to us which was "This is an official flight change document, if the flight time changes again you will be notified either via e-mail or phone within 72hrs". So needless to say when we arrived at Huatulco airport for our 455pm flight to Vancouver only to find that it had taken off at 1220pm we were livid.
We then proceeded at Huatuclo airport to speak with the Sunwing representative which told us that it should be no problem to have us on the same flight a week from December 28th (so on January 4th) back to Vancouver because the plane that arrived from Vancouver earlier in the day was not even half full, and that she would just have to call to confirm that. Well 20 minutes passed and the representative came back with only one option, EDMONTON! The only thing Sunwing was offering to do for us distressed passengers was to have us get on the flight leaving for Edmonton that night, and then we would have to fend for ourselves from Edmonton to Vancouver. Well this was an unacceptable option for my family and I because of Sunwings lack of offical communication of the flight time change back to its original departure time, and that we should be given seats on the plane leaving for Vancouver the following week. The representative then proceeded to tell us that Sunwing had reconfigured the plane leaving the following week from Huatuclo to Vancouver, so they only had room for 176 passengers instead of 196, and that any changes had closed on December 27th, and it was out of their hands now. Can you say RUN AROUND!!! So what were we to do but to be held at ransom and take the Edmonton flight, so that is what we did. So we woke up this morning booked a flight back to Vancouver from Edmonton for $306.00 plus taxes per person, only to arrive in Vancouver exhausted and broke, due to no fault of our own.
During all of this we contacted the insurance that we purchased through Sunwing only to find out that our "issue" is not covered under the insurance and that we are advised to take it up with Sunwing directly.
I have to say that as a paying customer, I have felt like a hostage. I am not sure how these dirtbags can take your money, screw you ten time to Sunday and get away with it. Let me tell you I am not going to rest until I get some compensation, and until the public is educated on this lowly good for nothing airline, that they claim to be Canada's top airline.
THIS COMPANY IS A SHAM, THEY TAKE YOUR MONEY AND GIVE NOTHING IN RETURN BUT HORRIBLE, RUDE SERVICE, WITH A SIDE OF CATASTROPHIC CUSTOMER SERVICE.

I used to be a loyal Sunwing customer but am no longer either. I booked with Sunwing Vacations to go to Dreams Punta Cana. The travel dates were supposed to be from Sat, April 3- Sat, April 10. Two days before we left, I heard that SkyService went out of business. Relieved that I had chosen to stay away from them because of their history of horrible service, I thought I'd be okay. Then the day before I left, I was called by my travel agent to say that Sunwing has overbooked the resort and offered to move us to another resort (Majestic Colonial) and we would only have to pay for our flights. After having done extensive research on resorts in Punta Cana, and this being my third trip there, I specifically chose Dreams Punta Cana and was not willing to switch even if I'd get the Majestic Colonial for Free. Was I wrong to think it was over then. Then after flying from NY to Toronto Friday night before our Saturday flight, I discover another call to say that our schedule has been changed and now our 6:40am flight was now at 11:59pm and there would be no compensation from Sunwing. Furious as I was, we contacted our travel agent who conferenced in a Sunwing rep. It was a waste of time as they couldn't hear us, but we could hear her and she basically told our travel agent that we could write to customer service and wait 6-8 weeks for reply and they could do nothing more other than cancel our vacation.

On Saturday night we headed to the airport for our 11:59pm flight and by the time we arrive, there was a long line already at check in but no reps at the counter. Finally they show up an hour later and although we had paid for the Elite Premium package ($99 per person) we did not receive Priority checkin. Once we got to the gate, we found out the flight was now delayed until 1:30am. There were many family with young children who had to sleep uncomfortably underneath airport benches at the waiting area. This was no the end of our nightmare. As expected, the flight was then delayed again until 3:45am! By 2am the Sunwing desk at the gate finally made a mere announcement that they would be handing out $10 vouchers for food. Well, at 2am the only place open was Tim Horton's. So of course, the lineup was an hour to get just donuts and a drink. They practically ran out by the time we got to the front to order!

Finally when we boarded, we discovered that the plane we were on was not even a Sunwing plane but rather Omni Air International. A really old and uncomfortable plane. We didn't get the priority seating we paid for. The tray tables were lopsided and my food nearly slid right off! Who could sleep in those chairs that were so narrow that a 100lb person wouldn't even be able to fit comfortably let alone a normal sized person. Horrifying!

I used to be a loyal Sunwing customer but am no longer either. I booked with Sunwing Vacations to go to the Dreams Punta Cana resort. The travel dates were supposed to be from Sat, April 3- Sat, April 10. Two days before we left, I heard that SkyService went out of business. Relieved that I had chosen to stay away from them because of their history of horrible service, I thought I'd be okay. Then the day before I left, I was called by my travel agent to say that Sunwing has overbooked the resort and offered to move us to another resort (Majestic Colonial) and we would only have to pay for our flights. After having done extensive research on resorts in Punta Cana, and this being my third trip there, I specifically chose Dreams Punta Cana and was not willing to switch even if I'd get the Majestic Colonial for Free. Was I wrong to think it was over then. Then after flying from NY to Toronto Friday night before our Saturday flight, I discover another call to say that our schedule has been changed and now our 6:40am flight was now at 11:59pm and there would be no compensation from Sunwing. Furious as I was, we contacted our travel agent who conferenced in a Sunwing rep. It was a waste of time as they couldn't hear us, but we could hear her and she basically told our travel agent that we could write to customer service and wait 6-8 weeks for reply and they could do nothing more other than cancel our vacation.

On Saturday night we headed to the airport at 8pm for our 11:59pm flight and by the time we arrive, there was a long line already at check in but no reps at the counter. Finally they show up an hour later and although we had paid for the Elite Premium package ($99 per person) we did not receive Priority checkin. Once we got to the gate, we found out the flight was now delayed until 1:30am. There were many families with young children who had to sleep uncomfortably underneath airport benches at the waiting area. This was not the end of our nightmare. As expected, the flight was then delayed again until 3:45am! By 2am the Sunwing desk at the gate finally made a mere announcement that they would be handing out $10 vouchers for food. We had to all line up at the counter for these. Well, at 2am the only place open was Tim Horton's. So of course, the lineup was an hour to get just donuts and a drink. They practically ran out of everything by the time we got to the front to order because everyone was trying to use up the full $10 value!

Finally when we boarded, we discovered that the plane we were on was not even a Sunwing plane but rather Omni Air International. A really old and uncomfortable plane. We didn't get the priority seating we paid for. The tray tables were lopsided and my food nearly slid right off! Who could sleep in those chairs that were so narrow that a 100lb person wouldn't even be able to fit comfortably let alone a normal sized person. Horrifying!

So now not only did we lose an entire day at a resort we paid for with the meals and beverages, we were stuck on some crappy old plane and no compensation of any sort was offered.

Of course the Dreams Punta Cana resort was lovely once we got there, but we lost an entire day and when we spoke to the Sunwing rep at orientation, he basically said the same that he couldn't do anything from Punta Cana and that we had to call the Sunwing office or write to them. Useless!

Upon checkin at Sunwing's counter at the Punta Cana airport for our return flight, we were told that our luggage at 21.4 kilos was over the weight limit and that we had to pay extra. When we told them and showed them our itinerary which stated we had the elite package, the rep proceeded to argue with us to say we didn't because the Sunwing invoice which was wrong indicated 20Kilos. Even when I noticed this when I printed it and called the travel agent beforehand who spoke with Sunwing, and assured us that this was an error they didn't correct it but it is in their system and would be okay at checkin. Again, a complete lie!

Naturally, our return flight was also delayed 2 hours on the way home. Again it was Omni Air International that picked us up. My priority seating this time was in an exit row. This would have been great had it not been half a seat due to the exit door protruding halfway into my seat and my foot having no room anywhere but underneath the inch of space between the door and the floor. On top of that, the pocket for the plane info card and magazines which normally would have been on the seat back in front, was located on the wall right next to me and took up what space I had left. Basically, I was crammed into a tiny space for a 4 hour flight and there was no air. I almost had a panic episode. I was so claustrophobic just sitting on the plane and we hadn't even taken off yet. Finally I had to get up or lose my mind.

The fact that Sunwing didn't compensate for the loss of an entire travel day is unacceptable. And offering a mere $100 voucher for future travel with them would be a disgrace as who would want to travel again with a company who would sacrifice the loyalty and well being of a customer to go rescue Sky Service passengers who should never have booked with a lousy airline to begin with. That would be their own downfall and so why should the rest of us smarter people pay the price. And do they really think that $100 is the value of a one night stay at a Five Star resort? If so, then they seriously owe us even more money back for a 7 night package as we have paid way too much based on that value.

Sunwing absolutely needs to recognize and address this issue immediately to the fullest extent if they ever expect to stay in business themselves. There are many customers who went through the same horrible ordeal with Sunwing and would agree. First, Sunwing needs to compensate their customers for the loss of an entire day at their resort in the form of a cash refund. Secondly, Sunwing needs to refund the $99 fee for an elite premium package when I did not receive priority checking, champagne flights, 30kilo luggage allowance, or priority seating as what was indicated. The also need to send a formal letter of apology to each and every one of their once loyal customers who were treated absolutely horribly because they sacrificed their own customers to go help SkyService. Why didn't they send that terrible Omni Air Int'l plane to get Sky Service passengers instead!? Certainly, the priority of their own customers did not matter to them.

I am planning to post my complaint regarding Sunwing on every travel website until this is corrected by Sunwing. As well, a copy of this is also going directly to their CEO and President.

Just horrifying!

Bear in mind that I will be contacting the Canadian Transportation Agency air Travel Complaints Program and will publish this exact complain in tripadvisor and all the travel websites I can.

I had booked my vacation on January 22 and had paid ($1565+tax) $3666.00 for 2 people. This for a trip on March 21 to March 28, Montego Bay. 3 weeks after I had booked this the price went down to $1215+tax) I have called and ask to be refunded but was given a NO answer. This is a difference of about $350 per person. By this time, I am already out by $750. I had booked the Secret Wild Orchild, I was notified 2 days before my trip that I would be thrown somewhere else which was not acceptable. How can you sell something not knowing what you are selling will not be open in time? I was not even notified by my travel agent nor you're agency, I had to call you and inquire before you even knew about it. Just such bad customer service at this point. I was so nervous and disappointed by this point. Then, on March 21, the flight was delayed because the plane had not arrived yet. I tried not look at the better side being this is the star of my vacation and ignored it. However on my trip to come back to toronto. Remember folks, this is suppose to be a 4 hours non-stop flight form montego bay to toronto. We were supposed to be flying at 8:45 pm flight number WG733 and arrive at 1:45 am, the following day March 29. Our vacation was cut short a few hours earlier. We were PIcked up at the hotel at 2:30 for our flight WG733 to depart at 6:00 pm and arrived at 2040 pm March 28. We didn't arrive until 3:30 am on the morning of March 29. The plane was just in a bad condition. There was a piece of gum stuck on my seat and i ask the flight attendant if there was anything to remove it. She gave me a piece of paper and ask me to put it on top of the gum. There was garbage all over the plane. Used headphone from the passengers that came from Toronto and drop to Montego Bay. Did I mentioned that there was vomit at the floor. The entire plan stunk from vomit. This was simply unhygienic. I could have rode in a TTC bus which was cleaner than this. This is simple unacceptable with any airline standard. We then had to drop passengers from Toronto, to Punta Cana and get some more passengers from Punta Cana to fly with us to Toronto. We had to wait about 2 hours for the passengers to go out of the plan, refuel, bring in the baggage, get new passengers and at one point the pilot even said we were just waiting for some paperworks. The flight attendants were also misserable. I ask for a cup of water because I was so dehydrated and was given 1/4 cup. I then proceded to get more, She said that she will get more but never came back. At one point while the plane was park waiting for all the comotion to settle down, I decided to stand on the walkway to just stretch. At this point, I felt that I was going to faint. I ask my husband to be at my side while I go to the washroom. We were then told that they can not have that many of a passenger standing becuase it would be chaotic. What if I fainted and have no one to catch me. Would you blame me for this? When we got home out of the airport it was 4:45. I did not get home until 5:30 and I live in Markham. By this time, my head was spinning of exhaustion and dehaydration. I went to the doctor the following day and the doctor had said that I had catch a flu and bronchitis. I did not go to work on March 29 and today March 30. I work form 10-8:30 pm and would not have been able to make it. I am still right now as I am writing this I am so upset at sunwing, I should have listen to my instinct and book with air canada or west jet. Sunwing, If you have accommodated me with my price difference the first time I tried to reconcile with you, I would have let this go. I live with the saying you get what you paid for but in this case, after paring hundreds of dollars for a trip. I did not get what I paid for. I paid more but got sick, exhaustion, loss of pay for not being able to go to work 20 hours. I do not know if I am even ready to go back to work tomorrow. If you need documentation that I have been to the doctor. I can send this to you at anytime. I am asking for compensation for all this incovienience that you have caused me. You ruined my trip!!!


In addition to this, in checking in our luggage at Sangster International Airport, the check in personnel of Sunwing his name is andrew called me a liar because he wanted to charge me $80 US dollars because he said that I was overweight. We had 2 luggage, one weight 22.9 and one 21 kg. I had told him that it clearly states that on the e-ticket that I have on my hand, if flying international we are allowed 25 kg per passenger. If I was dumb and didn't bother to read what I am allowed to then you would have been able to get $80 more dollars from me. Sunwing, why do you have such bad business practice.?The personnel treated me like I am a thief and and animal. Don't treat you're customers like this. After I showed him the paper and read it himself, he started to ask me money for an upgrade. I asked him if the upgrade would give me more leg room he said no. I told him then what it the point? he whispered that I am cheap. I was about to cry and my husband was able to calm me down, Don't embarrassed me like this. This is such bad business practice.