I traveled with Sunwing Vacations to Marea del Portillo, Cuba on November 16th for weeks I was very impressed with the in-flight service, the hotel accommodation and the Sunwing rep, who was excellent Great value for the price, everything went very smoothly, I got more than I expected from a Cuban star resort Extremely professional in all aspects I have traveled with Sunwing many times in the past and will continue to do so They did surpass my expectations!
Just a quick mention on the great service I received from a Sunwing employee in regards to an adjustment made to my file for an upcoming vacationThe knowledge,skill and patience shown went over and beyond my expectations in allowing me to feel respected and valuedCONGRATULATIONS to SUNWING on the sincere and genuine support they display to the customer!
I've used Sunwing about 10-times, including flying to their all inclusive destinations on the Islands, Las Vegas and Amsterdam
Despite the negative reviews this business receives, I have yet to have a negative experience with Sunwing on any trip I have takenMy husband and I have always had amazing flight crews and friendly staff at the destinationsA memorable flight for us was when the pilot came on on a regular basis to advise the sights that one may see out the windowHe began the flight with advising how much gas is needed per passenger, speeds and comparisons, it was really coolThe destination staff have always been friendly and we've never received any 'guff' over our requests and trust me, we're pickyOur flight to Las Vegas was great and on time
Our most recent trip was with Sunwing (and their partner Tuifly) to AmsterdamThe flight was on time out of Toronto and the staff were friendlyThis was another flight when the pilot came over the air on a regular basis to tell us where we were, our flight speed and our estimated arrival timeWe ended up being an hour early!!!
The flight out was delayed, however the pilot was quick to notify us once we were all seated on the plane that it was due to the gate being taken up by another plane at a very busy airportNo fault on Sunwing
I'll end by saying I don't, nor does anyone I know work for this companyWe've just had consistently strong customer service from Sunwing and their employeesWe'll for sure be using them moving forward and trust me, i'll be the first to spill if something goes wrongI highly recommend them!
My girlfriend and I decided to take our first trip together on April As expected we were quite excitedWe opted to go to Cancun, Mexico for a 7-day for a relaxing all-inclusive stay at the *** As an added bonus, I would get to meet my girlfriends parents for the first time since they live across the country
We booked the trip several weeks/months in advance in order to ensure that we would arrive on the same day as her parents As well, we are both quite tall so my girlfriend called ahead to Sunwing to ensure that (months down the road) a king size bed would be available for us for the stay - all was good in the world
On the day of the trip we woke up early and proceeded to the Edmonton International Airport for a flight scheduled at 10: We were told the flight coming in to pick us up had experienced an emergency on-board and would be delayed until a new expected departure time of 13:then it changed to 15:because the plane would require extensive cleaning and shampooing once it arrived in Edmonton due to the on-board emergency that had previously happened The flight was then delayed further to 17:and then 17: By this time all of the passengers were irate and lined up at the gates desk, expecting information about why the delays continued to occur Most were not satisfied with the information supplied by the receptionists who referred customers to the Sunwing corporate office phone number for more information One customer went as far as to yell out his frustration inside the airport and was later handcuffed by the RCMP in order to calm down the situation We finally boarded and were in the air around 19: By this point everyone was quite unhappy so we were given free beverages on the ride down, which isn't much consolation for the non-alcohol consumers on the plan, but it was a start
Throughout this delay were provided with two $vouchers in order to purchase close to meals, which felt a little insignificant considering the airport prices, but its better than nothing We were also provided with a $travel voucher which could only be redeemed through Sunwing within one year of it being issued - two bad trips in one year, no thank you
Flight delays are expected, but the lack of information being forwarded to the passengers during the delay was the real issue Calling the corporate office was just a run around game that served only to tell passengers to write a complaint through the complaint email line I wrote a complaint email, as did other passengers, while waiting for the plane to arrive I received a confirmation email that said it would take up to days to investigate the complaint before they would respond This seemed like a very long time
We arrived in Cancun and were shuttled to the hotel The receptionist spent minutes and seemingly didn't want to give us a room because we had not printed off some documentation back in Edmonton even though he had our reservation right in front of him We were eventually given a room Upon entering the room, we were hit with a wall of a musty mouldy odour The odour was very intense but it was close to 4:in the morning at that point and we did not have the patience or the energy to request another room that evening so we decided it would be best to head to bed Furthermore, instead of the king size bed we requested, we were given two doubles pushed together in order to simulate a king size bed Or course this didn't really do the trick but we would deal with it for the evening After a restless night we returned to the front desk to request a new room that did not have an invasive mouldy odour and had a king size bed The receptionist informed us that they did not have ANY other rooms available for that evening but we could check back tomorrow to see if something would be available for the following night The following day (3rd night) we were told there was room available We were given a key to a room four doors down the hall and were reaffirmed that this was the only other room available in the resort The scent in the new room was still not pleasant but we were just happy to be out of the previous room, as it was becoming unbearable and lo and behold there was a king size bed, as well This was a very bitter-sweet ending to our room situation as by this time all of our clothes and belongings had a strong mouldy odour, and basically half of our trip was over We later noticed that a hallway of that building in the resort had been closed of by a sheet, I peaked in and could see the rooms doors had been rotted through by water damage and the hotel was in the process of repairing the rooms
When all was said and done, we very much enjoyed the last half of our vacation The hotel staff were friendly and its Cancun, what else needs to be said However the rate of response from Sunwing was nothing short of horrendous
On May 2015, over a month past the delays, having said nothing about the quality of our room I finally received a response from Sunwing:
Although our hope was to have all the necessary information that would have allowed us to appropriately reply to your concerns, we are unable to respond to you at this timeRest assured that your file is still actively being reviewed
This is quite obviously nonsense, and almost insulting to some extent So I decided to air my concerns regarding the mouldy room in a response to this email After writing a lengthy email explaining our issues with the room, I knew we would be in for another extended waiting period before I would receive a response Today it is June 4, and I have received this from the Sunwing Customer Relations Coordinator:
When booking with Sunwing, your agreed to accept our Terms and Conditions where we do stipulate that all flight times, airlines and type of aircraft, as well as itineraries, are subject to change with or without prior noticeWe reserve the right to substitute alternative airlines or aircraft types and to add en route stops or make any other operational changes at our discretion with or without prior noticeOperational changes can occur which may result in the need to reschedule or cancel flightsSunwing Vacations regretfully cannot accept responsibility for lost wages, missed holiday time or any other additional expenses incurred as a result of changes in flight times
Unfortunately, delay and changes to flights are unexpected in nature and can be the result of many different variablesIt is always our utmost priority that all steps are taken to not only ensure that the delay is as short as possible but to also ensure that our passengers are provided with the customer service and Sunwing Care for which we have become renownIn closing, it is the dedicated aim of all of us at Sunwing Vacations to offer our clients the best possible service in every aspect of their travel, overall we hope you did return home with some fond memories of your holiday
It took Sunwing nearly a month and a half to reply with a copy and paste response It is truly insulting to receive an email that does not even touch on the issues regarding the conditions of our room or make any attempted to address me personally Sunwing seems to have a strategy of delaying as much as possible on replying to the claims hoping that the customer will forget about their issues Upon talking colleagues, friends and even staff in the airport it is a common sight to see delayed or cancelled Sunwing flights It is actually somewhat of a joke inside the airport with staff
Based on the quality of service I have experienced, as well as the responses I have received from Sunwing regarding the issues I had on my first vacation I HIGHLY recommend that if you are planning a trip, avoid Sunwing at all costs
*** Our direct three and a half hour flight to Cancun was changed to a flight with one hour stop over in CubaThere is no one you can complain to*** *** Our flight back was also changed***
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The only reason I booked with Sunwing Vacations was because they offered and 8:a.mdirect flight from Vancouver, B.Cto Cancun I called their Customer Service Number hours prior to departure but no one answered the phone Fortunately, I checked their Website and was shocked that our flight was changed from 8:a.mto 3:p.m Thank God I checked and saved myself the misery of getting up at 3:a.m
to be at the airport by 5:a.m(hours prior to departure per their suggestion)
Okay so I'm now at the airport at noon for a delayed departure time of 3:p.m We go to check in The Sunwing Rep checks our bags and tells us to be at the gate for
4:p.m....???? I said excuse me, the flight leaves at 3:00, what's going onSunwing says, the "flights been delayed yet again and will now be departing at 6:p.mwhich is now hours later than the time they offered????? The worst part that no one notified us of either delay There were people from Squamish that drove hours to get to the airport for 6:a.monly to be horrified they would be spending an additional hours at the airport There were people with small children and elderly people that had to wait an additional hours because they were not notified What kind of service is this?
It gets worse, because of their hours departure delays, we got into Cancun Customs at 1:in the a.mexhausted, with no where to sit or rest It was like a ghost town at Customs with a few intimidating Mexican officials walking around but no one saying anything to us After minutes of waiting finally a brave passenger said "can someone tell us what's going on please"? Finally a Mexican Official responded that their "System was down"AHHHIn all of our frustration, we just looked at each other in exasperation and I was thinking and I paid $to be inconvenience like this??????
Finally at 2:a.mthe system in Customs, magically reserrected itself, (basically the staff came on duty) and processed us like the zombies we felt like Okay so now we are on are way to our hotel room that we paid for but lost 50% of our first vacation day
We finally checked into our amazing hotel room at 3:a.mtotally exhausted
Sunwing should be ashamed of themselves and has no business running an operation this way I feel that their marketing is misleading and acquiring business in an unethical manner Once they have your money, they think they can do what they want I hope other readers see this and take heed to this informationIn sharing this negative experience, I have since realized many other family and friends have had this same negative experience
Sunwing, in my opinion, you need to drastically improve your marketing, service and polices I'm surprised you have been getting away with your shady practices for this long One of your workers advised me that delays happen usually 2-times per week You cost us 1/day in Cancun (all inclusive dinner for 2) and the enjoyment of our Room which was $per night You absconded with approximately $of our paid and all inclusive vacation I will be contacting you to file a complaint and will be seeking compensation
On Jan25/16, we had a scheduled flight for a week vacation in MexicoWe were to fly from Windsor, Ont, departing at 4:pmThe flight was delayed by 4& 1/hours, apparently due to mechanical difficulty in MexicoIn turn we never got to our resort until almost 3:amI can appreciate mechanical difficulty however, out of the trips schedule with Sunwing over the last several years we experienced delayed (late) flights on of the trips; stuck in Cozumel airport for houfood or water; not reaching Cuba destination until 3:am along with the most recent
For return flight, I had paid the extra $to secure the front row only to find that the TV screen was broken (so no movie)To deliver Safety instruction, Sunwing uses the TV to display the messageWe were unable to view said instruction
Three out of four times with Sunwing is gravely disappointing and we will never fly with that airline again!
In Dec I purchased sunwing vacation package to PanamaI paid additional money so that I could pre-select my seats (I was travelling with my year old mother and having a seat on the aisle, that she could easily get in/out of was important)The booking invoice from Sunwing showed that the "Class" I paid for was the "Elite" one (which is correct)
Closer to the departure date, Sunwing issued me the eDocumentsOn the the e-documents the class was changed to "Champagne Service" which I believe is their regular classEither way when we actually boarded the flight, the seats we were assigned were not the aisle seatThe seats were the ones in the e-ticket, but not aisle seatsI had no way of knowing these were not aisle seats just from a seat number
Whe informed Sunwing of hte error when we arrived in Panama, hoping they could change our seats for the return tripNo luck
So after the returning from vacation I requested a refund for the extra fee that I paid for seat pre-selectionSunwing only offered a partial refundSunwing stated that the extra fee I paid included other services like Priority checkin, and Priority advance boardingBut I did not receive either of those: when I showed the eticket at the airport they did not let me get into the Priority checkin lines - probably because the e-ticket had the wrong "class" on it, and I could not remember at that time if Priority checkin was included in the fee, so did not complain
Sunwing stated that the extra fee also included "Garanteed No currency surcharge after booking" and a "Garanteeed No Fule surcharge increase after booking"So I asked what the surcharge was for that flight - no response
I have not taken the partial refund they offeredBecause I am less concerned about the refund and more concerned about the principals involved hereSunwing can make profit by selling services like seat-preselection, not delivering and then by refunding only part of the money without providing the key service they make a profit
We flew with Sunwing on August from Vancouver to TorontoOur outbound fight was delayed hours which was an inconvenience but not the biggest issue of the tripComing back to Vancouver my suitcase was sent to Amsterdam instead of Vancouverwe waited for my bag at the airportit never arrivedwhen trying to find a sunwing rep the *** reps had to flush her out of hidingfinally without much help from the sunwing employee we rushed to catch our next flight but we were unable to continue as the gate was closed
I had gone ahead and had received our boarding passes and luggage tags had been printed by the *** agent all we need was to check in but sunwing made that impossiblewhen contacting Sunwing they are not going to help or compestate us for our lost flights back to Vancouver Island*** ***
*** Our direct three and a half hour flight to Cancun was changed to a flight with one hour stop over in CubaThere is no one you can complain to*** *** Our flight back was also changed***
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I was traveling to Freeport, Bahamas from Houston, Texas on July 20thI arrived to the check in station for Sunwing Airlines minutes before the flightThe representative was talking on her personal phone and had me waiting for about minutes before she took attention to meI told her I was here to check in and she told me it was too lateIf I would've be here minutes earlier I would've been fineI asked for a supervisor and all she did is contact her supervisor on her personal cell phone and then told me it was to late to check inI had flown in from Las Vegas to Houston and had planned this summer trip months headedNow my summer vacation is ruined because of bad customer sevice from representatives that did not want to work and just stood there making personal calls having customers waitingThe Sunwing representatives did close to nothing to try to helpMy request for time off from my job was a waste as my vacation was foiledI have had one past experience where airline representatives called the departing gate to alert that I was on my way and promptly acted to check my luggage in and get me to my flightThat's excellent customer service*** ***
I was traveling to Freeport, Bahamas from Houston, Texas on July 20thI arrived to the check in station for Sunwing Airlines minutes before the flightThe representative was talking on her personal phone and had me waiting for about minutes before she took attention to meI told her I was here to check in and she told me it was too lateIf I would've be here minutes earlier I would've been fineI asked for a supervisor and all she did is contact her supervisor on her personal cell phone and then told me it was to late to check inI had flown in from Las Vegas to Houston and had planned this summer trip months headedNow my summer vacation is ruined because of bad customer sevice from representatives that did not want to work and just stood there making personal calls having customers waitingThe Sunwing representatives did close to nothing to try to helpMy request for time off from my job was a waste as my vacation was foiledI have had one past experience where airline representatives called the departing gate to alert that I was on my way and promptly acted to check my luggage in and get me to my flightThat's excellent customer service*** ***
After we booked our trip and reading reviews, my husband and I decided to pay $extra, on top of our original package, to upgrade to a pool / ocean view room When I first spoke to the girl at sunwing to do the upgrade, I thought what fantastic customer service they had with sunwing The girl was so nice to deal with! Our flight down was ok, other than it being a little cramped and not overly comfortable, I wasn't going to complain because I was on my way to sunny StMaarten and not sitting in my desk at work The flight attendants seemed very nice There were no delays so that was good too! Sunwing even had a shuttle pick passengers up at the airport and take us to our resort, which I thought was a nice touch too
When we got to the hotel we were given our room information and off we went We got to our room and I just couldn't wait to see the view What a joke! We had a large building on one side of us and absolutely no view of a pool or an ocean, just the top of palm trees We couldn't even see the grounds unless we leaned over our balcony! I thought, nope, this wasn't what we paid for at all I went down to the front desk to let them know and they said we would need to talk to the sunwing representative at their desk in the hotel and directed us to that!
So over we go to see Miss Congeniality herself ***! She was busy on her cell phone chatting with someone by messenger, so of course that didn't go over well because we were "interrupting her" She just gave us a blank stare and didn't ask if she could help or anything I finally just started explaining to her about our room and how it wasn't what we had paid for She asked what room it was and said "yes you got what you paid for!" I told her that no we hadn't and if she'd like to come up to the room she could see for herself that it isn't a pool or ocean view She said no that she wouldn't come with us I said "ok, maybe just give me a refund then for the $and I'll just keep the standard room that we got!" She said, very rudely, "If you want to see a standard room, I could take you to one, but you won't like it!" I thought to myself, of course we wouldn't like it, because now you're going to take us to the crappiest room in the hotel! So she said "you got what you paid for and if you aren't happy then contact Sunwing in Toronto!" So I did We went up to the room and I wrote a big long explanation about our experience so far I got a message back asking me to send them my booking number so they could look into it further and help me out So I did that We never heard anything else all week I had to contact them again after I was home to let them know how even more I was disappointed and then finally got a response that said they were forwarding my message off to the complaint department, but may have to wait days for a response
Our second day into our vacation my husband and I got very sick Vomiting, diarrhea and severe cramps We thought for sure we had food poisoning But turns out it was maybe a noro-virus that had been at the hotel for a couple of weeks and is still there Why on earth would Sunwing continue to send guests there while knowing this is beyond me They can't say they didn't know because I heard a couple of the other Sunwing representatives talking about it with guests while booking excursions Surely that information is passed on to Sunwing as a heads up We lost a whole day of our vacation because we were sick in bed and other guests lost several days
The flight home was a nightmare because customers were sick and it makes for a terrible experience for them being sick, and for other's on the plane as well This is certainly something that can't be helped, I understand that, but still...had sunwing informed people of the illness it could have been avoided I know myself, if I had been notified I still would have booked with sunwing, but just would have chosen a different destination I don't care where I go really As long as I have a beach, sun and a few pina colada's....I'm happy!
After this experience I would have to think long and hard about ever booking with Sunwing again I feel like they took $of my money extra and we got absolutely nothing for that I would have been better to just leave it as a standard-room booking with no upgrade That way we wouldn't have been expecting a nice view of a pool and / or ocean, like we had paid for They also need to have better people representing their company in the resorts That alone turns people away!
We flew with Sunwing on August from Vancouver to TorontoOur outbound fight was delayed hours which was an inconvenience but not the biggest issue of the tripComing back to Vancouver my suitcase was sent to Amsterdam instead of Vancouverwe waited for my bag at the airportit never arrivedwhen trying to find a sunwing rep the *** reps had to flush her out of hidingfinally without much help from the sunwing employee we rushed to catch our next flight but we were unable to continue as the gate was closed
I had gone ahead and had received our boarding passes and luggage tags had been printed by the *** agent all we need was to check in but sunwing made that impossiblewhen contacting Sunwing they are not going to help or compestate us for our lost flights back to Vancouver Island*** ***
By the present we wish to express our utmost delight and gratitude for the service during for our recent Sunwing vacation. From the moment we arrived at [redacted] International Airport (YUL), which was a very early arrival and departure, we were greeted, with excellence, by the Sunwing representative. The personel aboard the aircraft were outstanding, extremely courteous, pleasant and eager to service the passengers. The personnel who greeted us at the airport were exceptional and the shuttle bus was extremely clean and the air conditioning was functioning very well. We are truly impressed with the accuracy of the information obtained from the Sunwing Vacation package for the hotel at our destination. In summary, we obtained exceptional service from all Sunwing representatives on this vacation. we will be returning sometime in the future and we will definitely recommend Sunwing to others as well.
We recently booked an all-inclusive Sunwing vacation to Varadero, Cuba (December 23, 2016 - January 2, 2017). We booked the best accommodation possible - a room with an ocean view at the Blau Varadero Hotel. Our experience immediately upon arrival at the airport was a negative one. While we were told that we would be transported to the hotel, there was no one to greet us and no one seemed to know where we might find the appropriate transportation. Eventually we were directed to Bus #4. We walked up and down the line of buses, but did not see a single one numbered 4. After a second inquiry, a gentleman pointed out the bus to us. It was almost two and one half hours after we landed that we arrived at our hotel.
Upon arrival at the hotel, we were assigned to a room with a view on the sixth floor. Upon opening the door of the room, we were overcome with a sharp, musty, pungent odor. My partner immediately reacted to the smell and his face broke out in red blotches. We returned to reception and requested a more appropriate room. The second room had the same terrible smell. My partner then met with a manager. For one and one half hours she took him from room to room with the same intolerable smell. My partner eventually said that we would go for a bite to eat and when we returned he expected that she would find us a room without the smell. After a bite to eat, we returned and the manager had not checked any further. Instead for another one half hour she continued to show my partner rooms in which the smell was intolerable. Eventually, he asked her about the rooms that had been renovated. At that, she said she could show us these rooms, but this would cost an additional 200 pesos. This was most frustrating as we had booked the best accommodation possible with Sunwing. Fortunately, however, when the manager took us to a room on the twelfth floor, there was no smell and we were satisfied with the room.
When we explained our dilemma to the Sunwing representative (Arianna) the next day, she said that she would inquire about the situation. She explained that she would be at our hotel between 2:00 and 4:00 PM every day. During our first meeting with the representative, we booked a day tour package to Havana, including the Tropicana show. She explained that we would be taken to a hotel where we could shower, before dinner and the show. We were also interested in the Buena Vista Social Club show, but we did not book it immediately. Arianna explained this show was held every Tuesday and Thursday. When we checked for the representative on the 26th she was not there. Eventually, I checked the Sunwing book left at the hotel and discovered that the representative visits between 1:00 and 2:00 PM each day. When we connected with the Sunwing representative on the 28th, the new representative did not know why we were given the incorrect times for the meetings. We again explained our disappointment in our room assignment and the additional cost. He took notes, but upon returning the next day, he had done nothing, explaining that this was Arianna's responsibility, not his. In an effort to book the Buena Vista Social Club Performance we learned that the shows were held on Wednesday and Friday, not Tuesdays and Thursdays, as we were told initially. Furthermore, there were no more tickets available for the show. In the end, the Blau Varadero provided us with an insulting 20 minute massage (10 minutes for each) for our inconvenience with the room. When my parntner asked the Sunwing representative about our departure time from the hotel on our last day he stated that he did not know, and that we needed to check the Sunwing book.
The Havana excursion, booked with the Sunwing representative was also a disaster. The tour guide stopped not even long enough for us to properly take pictures of some of the sites. She was more interested in taking us off the beaten track to show us how the Cubans really lived than show us the historic sites.The chicken and pork served at lunch this day were so dry, they were inedible. When we were taken to the hotel to shower, we were appalled as they assigned six people to one room to shower. None of us knew each other. This was a humiliating experience as we rushed through our shower so the next two people could use the room. There then was at least a twenty minute mix-up at the hotel desk as they had difficulty finding our passports.
All in all, our experience with Sunwing was a very disappointing one.
To Whom it may Concern. Dear Madam/. Sirs.
We were spending our vacation with my wife @ Riu Jalisco, Peutro vallarta from Jan11 to Jan19.2016. Booking # XXXXXXXX.
The room assigned to us upon arrival was on 4th floor. it was smelling like the Sewer tank. it had one queen bed with the one Bunk bed for 2 kids, which had discusting set up, in addition ,trouble Bad Smell.we go to Front desk to switch the room. they refused to do so .due to No Room Availability!! although there were another 2 Riu Resorts beside that,so we requested for Room in one of them. Again they Refused.We dicided to stay in the Lobby whole night.About 1;00am next day they provided the room on first floor.It wasn't better than the first one.Bathroom Drain was Blocked and we had to clean the floor by the used Towels after each Bath.The Towels were so Old and Torned off.
No Bathroom services at all, so for a tube of Body wash, Lotion or Conditionar, we have to run all the way to Front desk, and they give us one tube, and promiss all these will be available in next day. No one cares for next day. This story was repeated for all our vacasion week.
The cleaness of the room was Horrible.the bed Sheets never changed, also the Pads on the beds were Crinkles by each movements.
We were told by the Agent as well as our front desk,we can use the Facilities in Other Rius.After we walked to Riu Palace, they stoped us to go to Swiming Pool. we request to talk to Manager in charge. He came and was so Rud. Although he stoped us to use the Pool, he also ordered the Security to Escort us outside the Resort by 5 minutes!! His name was JOAQUIM G. D..
We didn't have Experienced such as Horrible Vacation Ever with Sunwing or any other Travel Agenciesat all. Our vacation and Money we spent was Destroyed this time. Regards [redacted] J.
We've been flying Sunwing for many years now and find them very professional, helpful when needed. This time in November I had to get a wheelchair for my husband, it was waiting at the gate as soon as we landed. We're not thrilled with the food though, perhaps simpler fare would be better e.g. bagels and cream cheese or something on short flights.
I flew Sunwing to Marea del Portillo, Manzanillo, Cuba on Nov 16 , 2017 for a one week holiday. I had purchased the $100 insurance just in case but did not need to use it luckily. Flight down was great and hotel was really good for a 3 star. On our trip, someone passed away and I wanted to state how impressed I was with the Sunwing rep, Elena, who handled everything. Although I did not know the deceased, his widow was looked after by staff, and the rep arranged the visit home with VIP and she was met by Canadian Customs. At no time did she have to be alone or face anything alone in what is the worst nightmare of any traveller. Nobody likes to think of being in such a situation but I was very impressed with the support and coordination of Sunwing staff in Cuba and in Canada. I have travelled with Sunwing about 25 times in the past 15 years and never had a bad experience. One time we were stranded in Cuba due to a storm in Toronto and our Swg rep came to the rescue, got us great hotel rooms and made sure we could take our duty free back through customs (they wanted to confiscate it! Nooo!). Unlike Westjet, they give you a free movie instead of renting an iPad; I like listening to [redacted] croon those jazz tunes! And who doesn't like a free glass of bubbly to start their vacation? Very pleased. Plan to travel SWG again to Manzanillo next time.
I traveled with Sunwing Vacations to Marea del Portillo, Cuba on November 16th for weeks I was very impressed with the in-flight service, the hotel accommodation and the Sunwing rep, who was excellent Great value for the price, everything went very smoothly, I got more than I expected from a Cuban star resort Extremely professional in all aspects I have traveled with Sunwing many times in the past and will continue to do so They did surpass my expectations!
Just a quick mention on the great service I received from a Sunwing employee in regards to an adjustment made to my file for an upcoming vacationThe knowledge,skill and patience shown went over and beyond my expectations in allowing me to feel respected and valuedCONGRATULATIONS to SUNWING on the sincere and genuine support they display to the customer!
I've used Sunwing about 10-times, including flying to their all inclusive destinations on the Islands, Las Vegas and Amsterdam
Despite the negative reviews this business receives, I have yet to have a negative experience with Sunwing on any trip I have takenMy husband and I have always had amazing flight crews and friendly staff at the destinationsA memorable flight for us was when the pilot came on on a regular basis to advise the sights that one may see out the windowHe began the flight with advising how much gas is needed per passenger, speeds and comparisons, it was really coolThe destination staff have always been friendly and we've never received any 'guff' over our requests and trust me, we're pickyOur flight to Las Vegas was great and on time
Our most recent trip was with Sunwing (and their partner Tuifly) to AmsterdamThe flight was on time out of Toronto and the staff were friendlyThis was another flight when the pilot came over the air on a regular basis to tell us where we were, our flight speed and our estimated arrival timeWe ended up being an hour early!!!
The flight out was delayed, however the pilot was quick to notify us once we were all seated on the plane that it was due to the gate being taken up by another plane at a very busy airportNo fault on Sunwing
I'll end by saying I don't, nor does anyone I know work for this companyWe've just had consistently strong customer service from Sunwing and their employeesWe'll for sure be using them moving forward and trust me, i'll be the first to spill if something goes wrongI highly recommend them!
My girlfriend and I decided to take our first trip together on April As expected we were quite excitedWe opted to go to Cancun, Mexico for a 7-day for a relaxing all-inclusive stay at the *** As an added bonus, I would get to meet my girlfriends parents for the first time since they live across the country
We booked the trip several weeks/months in advance in order to ensure that we would arrive on the same day as her parents As well, we are both quite tall so my girlfriend called ahead to Sunwing to ensure that (months down the road) a king size bed would be available for us for the stay - all was good in the world
On the day of the trip we woke up early and proceeded to the Edmonton International Airport for a flight scheduled at 10: We were told the flight coming in to pick us up had experienced an emergency on-board and would be delayed until a new expected departure time of 13:then it changed to 15:because the plane would require extensive cleaning and shampooing once it arrived in Edmonton due to the on-board emergency that had previously happened The flight was then delayed further to 17:and then 17: By this time all of the passengers were irate and lined up at the gates desk, expecting information about why the delays continued to occur Most were not satisfied with the information supplied by the receptionists who referred customers to the Sunwing corporate office phone number for more information One customer went as far as to yell out his frustration inside the airport and was later handcuffed by the RCMP in order to calm down the situation We finally boarded and were in the air around 19: By this point everyone was quite unhappy so we were given free beverages on the ride down, which isn't much consolation for the non-alcohol consumers on the plan, but it was a start
Throughout this delay were provided with two $vouchers in order to purchase close to meals, which felt a little insignificant considering the airport prices, but its better than nothing We were also provided with a $travel voucher which could only be redeemed through Sunwing within one year of it being issued - two bad trips in one year, no thank you
Flight delays are expected, but the lack of information being forwarded to the passengers during the delay was the real issue Calling the corporate office was just a run around game that served only to tell passengers to write a complaint through the complaint email line I wrote a complaint email, as did other passengers, while waiting for the plane to arrive I received a confirmation email that said it would take up to days to investigate the complaint before they would respond This seemed like a very long time
We arrived in Cancun and were shuttled to the hotel The receptionist spent minutes and seemingly didn't want to give us a room because we had not printed off some documentation back in Edmonton even though he had our reservation right in front of him We were eventually given a room Upon entering the room, we were hit with a wall of a musty mouldy odour The odour was very intense but it was close to 4:in the morning at that point and we did not have the patience or the energy to request another room that evening so we decided it would be best to head to bed Furthermore, instead of the king size bed we requested, we were given two doubles pushed together in order to simulate a king size bed Or course this didn't really do the trick but we would deal with it for the evening After a restless night we returned to the front desk to request a new room that did not have an invasive mouldy odour and had a king size bed The receptionist informed us that they did not have ANY other rooms available for that evening but we could check back tomorrow to see if something would be available for the following night The following day (3rd night) we were told there was room available We were given a key to a room four doors down the hall and were reaffirmed that this was the only other room available in the resort The scent in the new room was still not pleasant but we were just happy to be out of the previous room, as it was becoming unbearable and lo and behold there was a king size bed, as well This was a very bitter-sweet ending to our room situation as by this time all of our clothes and belongings had a strong mouldy odour, and basically half of our trip was over We later noticed that a hallway of that building in the resort had been closed of by a sheet, I peaked in and could see the rooms doors had been rotted through by water damage and the hotel was in the process of repairing the rooms
When all was said and done, we very much enjoyed the last half of our vacation The hotel staff were friendly and its Cancun, what else needs to be said However the rate of response from Sunwing was nothing short of horrendous
On May 2015, over a month past the delays, having said nothing about the quality of our room I finally received a response from Sunwing:
Although our hope was to have all the necessary information that would have allowed us to appropriately reply to your concerns, we are unable to respond to you at this timeRest assured that your file is still actively being reviewed
This is quite obviously nonsense, and almost insulting to some extent So I decided to air my concerns regarding the mouldy room in a response to this email After writing a lengthy email explaining our issues with the room, I knew we would be in for another extended waiting period before I would receive a response Today it is June 4, and I have received this from the Sunwing Customer Relations Coordinator:
When booking with Sunwing, your agreed to accept our Terms and Conditions where we do stipulate that all flight times, airlines and type of aircraft, as well as itineraries, are subject to change with or without prior noticeWe reserve the right to substitute alternative airlines or aircraft types and to add en route stops or make any other operational changes at our discretion with or without prior noticeOperational changes can occur which may result in the need to reschedule or cancel flightsSunwing Vacations regretfully cannot accept responsibility for lost wages, missed holiday time or any other additional expenses incurred as a result of changes in flight times
Unfortunately, delay and changes to flights are unexpected in nature and can be the result of many different variablesIt is always our utmost priority that all steps are taken to not only ensure that the delay is as short as possible but to also ensure that our passengers are provided with the customer service and Sunwing Care for which we have become renownIn closing, it is the dedicated aim of all of us at Sunwing Vacations to offer our clients the best possible service in every aspect of their travel, overall we hope you did return home with some fond memories of your holiday
It took Sunwing nearly a month and a half to reply with a copy and paste response It is truly insulting to receive an email that does not even touch on the issues regarding the conditions of our room or make any attempted to address me personally Sunwing seems to have a strategy of delaying as much as possible on replying to the claims hoping that the customer will forget about their issues Upon talking colleagues, friends and even staff in the airport it is a common sight to see delayed or cancelled Sunwing flights It is actually somewhat of a joke inside the airport with staff
Based on the quality of service I have experienced, as well as the responses I have received from Sunwing regarding the issues I had on my first vacation I HIGHLY recommend that if you are planning a trip, avoid Sunwing at all costs
*** Our direct three and a half hour flight to Cancun was changed to a flight with one hour stop over in CubaThere is no one you can complain to*** *** Our flight back was also changed***
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The only reason I booked with Sunwing Vacations was because they offered and 8:a.mdirect flight from Vancouver, B.Cto Cancun I called their Customer Service Number hours prior to departure but no one answered the phone Fortunately, I checked their Website and was shocked that our flight was changed from 8:a.mto 3:p.m Thank God I checked and saved myself the misery of getting up at 3:a.m
to be at the airport by 5:a.m(hours prior to departure per their suggestion)
Okay so I'm now at the airport at noon for a delayed departure time of 3:p.m We go to check in The Sunwing Rep checks our bags and tells us to be at the gate for
4:p.m....???? I said excuse me, the flight leaves at 3:00, what's going onSunwing says, the "flights been delayed yet again and will now be departing at 6:p.mwhich is now hours later than the time they offered????? The worst part that no one notified us of either delay There were people from Squamish that drove hours to get to the airport for 6:a.monly to be horrified they would be spending an additional hours at the airport There were people with small children and elderly people that had to wait an additional hours because they were not notified What kind of service is this?
It gets worse, because of their hours departure delays, we got into Cancun Customs at 1:in the a.mexhausted, with no where to sit or rest It was like a ghost town at Customs with a few intimidating Mexican officials walking around but no one saying anything to us After minutes of waiting finally a brave passenger said "can someone tell us what's going on please"? Finally a Mexican Official responded that their "System was down"AHHHIn all of our frustration, we just looked at each other in exasperation and I was thinking and I paid $to be inconvenience like this??????
Finally at 2:a.mthe system in Customs, magically reserrected itself, (basically the staff came on duty) and processed us like the zombies we felt like Okay so now we are on are way to our hotel room that we paid for but lost 50% of our first vacation day
We finally checked into our amazing hotel room at 3:a.mtotally exhausted
Sunwing should be ashamed of themselves and has no business running an operation this way I feel that their marketing is misleading and acquiring business in an unethical manner Once they have your money, they think they can do what they want I hope other readers see this and take heed to this informationIn sharing this negative experience, I have since realized many other family and friends have had this same negative experience
Sunwing, in my opinion, you need to drastically improve your marketing, service and polices I'm surprised you have been getting away with your shady practices for this long One of your workers advised me that delays happen usually 2-times per week You cost us 1/day in Cancun (all inclusive dinner for 2) and the enjoyment of our Room which was $per night You absconded with approximately $of our paid and all inclusive vacation I will be contacting you to file a complaint and will be seeking compensation
On Jan25/16, we had a scheduled flight for a week vacation in MexicoWe were to fly from Windsor, Ont, departing at 4:pmThe flight was delayed by 4& 1/hours, apparently due to mechanical difficulty in MexicoIn turn we never got to our resort until almost 3:amI can appreciate mechanical difficulty however, out of the trips schedule with Sunwing over the last several years we experienced delayed (late) flights on of the trips; stuck in Cozumel airport for houfood or water; not reaching Cuba destination until 3:am along with the most recent
For return flight, I had paid the extra $to secure the front row only to find that the TV screen was broken (so no movie)To deliver Safety instruction, Sunwing uses the TV to display the messageWe were unable to view said instruction
Three out of four times with Sunwing is gravely disappointing and we will never fly with that airline again!
In Dec I purchased sunwing vacation package to PanamaI paid additional money so that I could pre-select my seats (I was travelling with my year old mother and having a seat on the aisle, that she could easily get in/out of was important)The booking invoice from Sunwing showed that the "Class" I paid for was the "Elite" one (which is correct)
Closer to the departure date, Sunwing issued me the eDocumentsOn the the e-documents the class was changed to "Champagne Service" which I believe is their regular classEither way when we actually boarded the flight, the seats we were assigned were not the aisle seatThe seats were the ones in the e-ticket, but not aisle seatsI had no way of knowing these were not aisle seats just from a seat number
Whe informed Sunwing of hte error when we arrived in Panama, hoping they could change our seats for the return tripNo luck
So after the returning from vacation I requested a refund for the extra fee that I paid for seat pre-selectionSunwing only offered a partial refundSunwing stated that the extra fee I paid included other services like Priority checkin, and Priority advance boardingBut I did not receive either of those: when I showed the eticket at the airport they did not let me get into the Priority checkin lines - probably because the e-ticket had the wrong "class" on it, and I could not remember at that time if Priority checkin was included in the fee, so did not complain
Sunwing stated that the extra fee also included "Garanteed No currency surcharge after booking" and a "Garanteeed No Fule surcharge increase after booking"So I asked what the surcharge was for that flight - no response
I have not taken the partial refund they offeredBecause I am less concerned about the refund and more concerned about the principals involved hereSunwing can make profit by selling services like seat-preselection, not delivering and then by refunding only part of the money without providing the key service they make a profit
We flew with Sunwing on August from Vancouver to TorontoOur outbound fight was delayed hours which was an inconvenience but not the biggest issue of the tripComing back to Vancouver my suitcase was sent to Amsterdam instead of Vancouverwe waited for my bag at the airportit never arrivedwhen trying to find a sunwing rep the *** reps had to flush her out of hidingfinally without much help from the sunwing employee we rushed to catch our next flight but we were unable to continue as the gate was closed
I had gone ahead and had received our boarding passes and luggage tags had been printed by the *** agent all we need was to check in but sunwing made that impossiblewhen contacting Sunwing they are not going to help or compestate us for our lost flights back to Vancouver Island*** ***
*** Our direct three and a half hour flight to Cancun was changed to a flight with one hour stop over in CubaThere is no one you can complain to*** *** Our flight back was also changed***
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I was traveling to Freeport, Bahamas from Houston, Texas on July 20thI arrived to the check in station for Sunwing Airlines minutes before the flightThe representative was talking on her personal phone and had me waiting for about minutes before she took attention to meI told her I was here to check in and she told me it was too lateIf I would've be here minutes earlier I would've been fineI asked for a supervisor and all she did is contact her supervisor on her personal cell phone and then told me it was to late to check inI had flown in from Las Vegas to Houston and had planned this summer trip months headedNow my summer vacation is ruined because of bad customer sevice from representatives that did not want to work and just stood there making personal calls having customers waitingThe Sunwing representatives did close to nothing to try to helpMy request for time off from my job was a waste as my vacation was foiledI have had one past experience where airline representatives called the departing gate to alert that I was on my way and promptly acted to check my luggage in and get me to my flightThat's excellent customer service*** ***
I was traveling to Freeport, Bahamas from Houston, Texas on July 20thI arrived to the check in station for Sunwing Airlines minutes before the flightThe representative was talking on her personal phone and had me waiting for about minutes before she took attention to meI told her I was here to check in and she told me it was too lateIf I would've be here minutes earlier I would've been fineI asked for a supervisor and all she did is contact her supervisor on her personal cell phone and then told me it was to late to check inI had flown in from Las Vegas to Houston and had planned this summer trip months headedNow my summer vacation is ruined because of bad customer sevice from representatives that did not want to work and just stood there making personal calls having customers waitingThe Sunwing representatives did close to nothing to try to helpMy request for time off from my job was a waste as my vacation was foiledI have had one past experience where airline representatives called the departing gate to alert that I was on my way and promptly acted to check my luggage in and get me to my flightThat's excellent customer service*** ***
After we booked our trip and reading reviews, my husband and I decided to pay $extra, on top of our original package, to upgrade to a pool / ocean view room When I first spoke to the girl at sunwing to do the upgrade, I thought what fantastic customer service they had with sunwing The girl was so nice to deal with! Our flight down was ok, other than it being a little cramped and not overly comfortable, I wasn't going to complain because I was on my way to sunny StMaarten and not sitting in my desk at work The flight attendants seemed very nice There were no delays so that was good too! Sunwing even had a shuttle pick passengers up at the airport and take us to our resort, which I thought was a nice touch too
When we got to the hotel we were given our room information and off we went We got to our room and I just couldn't wait to see the view What a joke! We had a large building on one side of us and absolutely no view of a pool or an ocean, just the top of palm trees We couldn't even see the grounds unless we leaned over our balcony! I thought, nope, this wasn't what we paid for at all I went down to the front desk to let them know and they said we would need to talk to the sunwing representative at their desk in the hotel and directed us to that!
So over we go to see Miss Congeniality herself ***! She was busy on her cell phone chatting with someone by messenger, so of course that didn't go over well because we were "interrupting her" She just gave us a blank stare and didn't ask if she could help or anything I finally just started explaining to her about our room and how it wasn't what we had paid for She asked what room it was and said "yes you got what you paid for!" I told her that no we hadn't and if she'd like to come up to the room she could see for herself that it isn't a pool or ocean view She said no that she wouldn't come with us I said "ok, maybe just give me a refund then for the $and I'll just keep the standard room that we got!" She said, very rudely, "If you want to see a standard room, I could take you to one, but you won't like it!" I thought to myself, of course we wouldn't like it, because now you're going to take us to the crappiest room in the hotel! So she said "you got what you paid for and if you aren't happy then contact Sunwing in Toronto!" So I did We went up to the room and I wrote a big long explanation about our experience so far I got a message back asking me to send them my booking number so they could look into it further and help me out So I did that We never heard anything else all week I had to contact them again after I was home to let them know how even more I was disappointed and then finally got a response that said they were forwarding my message off to the complaint department, but may have to wait days for a response
Our second day into our vacation my husband and I got very sick Vomiting, diarrhea and severe cramps We thought for sure we had food poisoning But turns out it was maybe a noro-virus that had been at the hotel for a couple of weeks and is still there Why on earth would Sunwing continue to send guests there while knowing this is beyond me They can't say they didn't know because I heard a couple of the other Sunwing representatives talking about it with guests while booking excursions Surely that information is passed on to Sunwing as a heads up We lost a whole day of our vacation because we were sick in bed and other guests lost several days
The flight home was a nightmare because customers were sick and it makes for a terrible experience for them being sick, and for other's on the plane as well This is certainly something that can't be helped, I understand that, but still...had sunwing informed people of the illness it could have been avoided I know myself, if I had been notified I still would have booked with sunwing, but just would have chosen a different destination I don't care where I go really As long as I have a beach, sun and a few pina colada's....I'm happy!
After this experience I would have to think long and hard about ever booking with Sunwing again I feel like they took $of my money extra and we got absolutely nothing for that I would have been better to just leave it as a standard-room booking with no upgrade That way we wouldn't have been expecting a nice view of a pool and / or ocean, like we had paid for They also need to have better people representing their company in the resorts That alone turns people away!
We flew with Sunwing on August from Vancouver to TorontoOur outbound fight was delayed hours which was an inconvenience but not the biggest issue of the tripComing back to Vancouver my suitcase was sent to Amsterdam instead of Vancouverwe waited for my bag at the airportit never arrivedwhen trying to find a sunwing rep the *** reps had to flush her out of hidingfinally without much help from the sunwing employee we rushed to catch our next flight but we were unable to continue as the gate was closed
I had gone ahead and had received our boarding passes and luggage tags had been printed by the *** agent all we need was to check in but sunwing made that impossiblewhen contacting Sunwing they are not going to help or compestate us for our lost flights back to Vancouver Island*** ***
By the present we wish to express our utmost delight and gratitude for the service during for our recent Sunwing vacation. From the moment we arrived at [redacted] International Airport (YUL), which was a very early arrival and departure, we were greeted, with excellence, by the Sunwing representative. The personel aboard the aircraft were outstanding, extremely courteous, pleasant and eager to service the passengers. The personnel who greeted us at the airport were exceptional and the shuttle bus was extremely clean and the air conditioning was functioning very well. We are truly impressed with the accuracy of the information obtained from the Sunwing Vacation package for the hotel at our destination. In summary, we obtained exceptional service from all Sunwing representatives on this vacation. we will be returning sometime in the future and we will definitely recommend Sunwing to others as well.
Overall, it's good value for money .
We recently booked an all-inclusive Sunwing vacation to Varadero, Cuba (December 23, 2016 - January 2, 2017). We booked the best accommodation possible - a room with an ocean view at the Blau Varadero Hotel. Our experience immediately upon arrival at the airport was a negative one. While we were told that we would be transported to the hotel, there was no one to greet us and no one seemed to know where we might find the appropriate transportation. Eventually we were directed to Bus #4. We walked up and down the line of buses, but did not see a single one numbered 4. After a second inquiry, a gentleman pointed out the bus to us. It was almost two and one half hours after we landed that we arrived at our hotel.
Upon arrival at the hotel, we were assigned to a room with a view on the sixth floor. Upon opening the door of the room, we were overcome with a sharp, musty, pungent odor. My partner immediately reacted to the smell and his face broke out in red blotches. We returned to reception and requested a more appropriate room. The second room had the same terrible smell. My partner then met with a manager. For one and one half hours she took him from room to room with the same intolerable smell. My partner eventually said that we would go for a bite to eat and when we returned he expected that she would find us a room without the smell. After a bite to eat, we returned and the manager had not checked any further. Instead for another one half hour she continued to show my partner rooms in which the smell was intolerable. Eventually, he asked her about the rooms that had been renovated. At that, she said she could show us these rooms, but this would cost an additional 200 pesos. This was most frustrating as we had booked the best accommodation possible with Sunwing. Fortunately, however, when the manager took us to a room on the twelfth floor, there was no smell and we were satisfied with the room.
When we explained our dilemma to the Sunwing representative (Arianna) the next day, she said that she would inquire about the situation. She explained that she would be at our hotel between 2:00 and 4:00 PM every day. During our first meeting with the representative, we booked a day tour package to Havana, including the Tropicana show. She explained that we would be taken to a hotel where we could shower, before dinner and the show. We were also interested in the Buena Vista Social Club show, but we did not book it immediately. Arianna explained this show was held every Tuesday and Thursday. When we checked for the representative on the 26th she was not there. Eventually, I checked the Sunwing book left at the hotel and discovered that the representative visits between 1:00 and 2:00 PM each day. When we connected with the Sunwing representative on the 28th, the new representative did not know why we were given the incorrect times for the meetings. We again explained our disappointment in our room assignment and the additional cost. He took notes, but upon returning the next day, he had done nothing, explaining that this was Arianna's responsibility, not his. In an effort to book the Buena Vista Social Club Performance we learned that the shows were held on Wednesday and Friday, not Tuesdays and Thursdays, as we were told initially. Furthermore, there were no more tickets available for the show. In the end, the Blau Varadero provided us with an insulting 20 minute massage (10 minutes for each) for our inconvenience with the room. When my parntner asked the Sunwing representative about our departure time from the hotel on our last day he stated that he did not know, and that we needed to check the Sunwing book.
The Havana excursion, booked with the Sunwing representative was also a disaster. The tour guide stopped not even long enough for us to properly take pictures of some of the sites. She was more interested in taking us off the beaten track to show us how the Cubans really lived than show us the historic sites.The chicken and pork served at lunch this day were so dry, they were inedible. When we were taken to the hotel to shower, we were appalled as they assigned six people to one room to shower. None of us knew each other. This was a humiliating experience as we rushed through our shower so the next two people could use the room. There then was at least a twenty minute mix-up at the hotel desk as they had difficulty finding our passports.
All in all, our experience with Sunwing was a very disappointing one.
To Whom it may Concern. Dear Madam/. Sirs.
We were spending our vacation with my wife @ Riu Jalisco, Peutro vallarta from Jan11 to Jan19.2016. Booking # XXXXXXXX.
The room assigned to us upon arrival was on 4th floor. it was smelling like the Sewer tank. it had one queen bed with the one Bunk bed for 2 kids, which had discusting set up, in addition ,trouble Bad Smell.we go to Front desk to switch the room. they refused to do so .due to No Room Availability!! although there were another 2 Riu Resorts beside that,so we requested for Room in one of them. Again they Refused.We dicided to stay in the Lobby whole night.About 1;00am next day they provided the room on first floor.It wasn't better than the first one.Bathroom Drain was Blocked and we had to clean the floor by the used Towels after each Bath.The Towels were so Old and Torned off.
No Bathroom services at all, so for a tube of Body wash, Lotion or Conditionar, we have to run all the way to Front desk, and they give us one tube, and promiss all these will be available in next day. No one cares for next day. This story was repeated for all our vacasion week.
The cleaness of the room was Horrible.the bed Sheets never changed, also the Pads on the beds were Crinkles by each movements.
We were told by the Agent as well as our front desk,we can use the Facilities in Other Rius.After we walked to Riu Palace, they stoped us to go to Swiming Pool. we request to talk to Manager in charge. He came and was so Rud. Although he stoped us to use the Pool, he also ordered the Security to Escort us outside the Resort by 5 minutes!! His name was JOAQUIM G. D..
We didn't have Experienced such as Horrible Vacation Ever with Sunwing or any other Travel Agenciesat all. Our vacation and Money we spent was Destroyed this time. Regards [redacted] J.
We've been flying Sunwing for many years now and find them very professional, helpful when needed. This time in November I had to get a wheelchair for my husband, it was waiting at the gate as soon as we landed. We're not thrilled with the food though, perhaps simpler fare would be better e.g. bagels and cream cheese or something on short flights.
I flew Sunwing to Marea del Portillo, Manzanillo, Cuba on Nov 16 , 2017 for a one week holiday. I had purchased the $100 insurance just in case but did not need to use it luckily. Flight down was great and hotel was really good for a 3 star. On our trip, someone passed away and I wanted to state how impressed I was with the Sunwing rep, Elena, who handled everything. Although I did not know the deceased, his widow was looked after by staff, and the rep arranged the visit home with VIP and she was met by Canadian Customs. At no time did she have to be alone or face anything alone in what is the worst nightmare of any traveller. Nobody likes to think of being in such a situation but I was very impressed with the support and coordination of Sunwing staff in Cuba and in Canada. I have travelled with Sunwing about 25 times in the past 15 years and never had a bad experience. One time we were stranded in Cuba due to a storm in Toronto and our Swg rep came to the rescue, got us great hotel rooms and made sure we could take our duty free back through customs (they wanted to confiscate it! Nooo!). Unlike Westjet, they give you a free movie instead of renting an iPad; I like listening to [redacted] croon those jazz tunes! And who doesn't like a free glass of bubbly to start their vacation? Very pleased. Plan to travel SWG again to Manzanillo next time.