AVOID AND BOOK ANYWHERE ELSE!

I booked a vacation for my family of 4 (myself, husband, 2 young kids age 7 and 10). I am writing after I tried to submit a claim under flight delay and was told that my claim is invalid. Here are the facts:

- My flight was scheduled for July 27 @16:45

- 1st Delay to 21:45 that same day (5 hours later) due to staffing issues

- 2nd Delay to 08:00 on July 28 (one day later) due to technical/safety issues

Although I can appreciate that the second delay was due to safety, the first delay was due to staffing issues which is unacceptable and within the control of Sunwing. We spent over 5 hours at the airport just waiting with one delay after another.

To make matters worse:

- After we were offloaded from the unsafe flight, we were required to wait for our luggage which took over an hour

- After retrieving our luggage we were required to wait in line for another 1.5 hours in order to get a taxi voucher. By the time we got home, it was almost 1am.

- We were required to be back to the airport the following morning by 4:30 am (per their employees). This meant that we got 3 hours of sleep (at most) and this is how our "Wonderful" vacation was to start

- We finally got on the flight the following day and upon arrival at the hotel at around 3pm, we were advised that they could not find our room booking. This was strange since I would have expected Sunwing to have advised the hotel of this delay since we purchased a vacation PACKAGE. But it appears that we did not have rooms. It was another 2 hours until we were situated in rooms.

As you can tell from the above, our first (but really second day of vacation) was a complete write-off. We were sleep deprived, tired, stressed and in foul moods. Keeping in mind that we went through all of this with 2 young children. We were so exhausted by the time we were in our rooms, that we just slept. That is 2 days of vacation gone.

After all of this, Sunwing's response was: Sorry, nothing can be done for you. Had the flight not been delayed in the first place due to lack of staff, we would have found out at 4pm that there were issues and things would never have been as awful as they were. They DO NOT take responsibility for their issues at all. USE ANY OTHER AIRLINE!!!

Can trust that you will get decent service

We have travelled with Sunwing to various destinations in Cuba and have always received good service. Flights were always on time and staff were friendly. The aircraft was clean every trip. My only complaint is that now you have to buy a meal on board. Sunwing used to provide a meal.

Wouldn’t use again

Travel from YYC to Cancun - flight service was horrendous, only one working bathroom. When I asked about it they said it was their oldest aircraft. Not comforting. Flight attendants were abrasive and rude. Only got water offered twice for a 6hr flight. Ordered 2 beer at lunch because there was a meal discount and they would only serve 1 at a time - asked for my 2nd that I already paid for and they acted like I was stealing because I had no proof of purchase (which they didn’t offer). Excursion svc at the hotel wasn’t knowledgeable or clear on the activities offered. We booked a trip to dolphin discovery and weren’t told we needed ID, extra $ or that there were option on the types of interactions. We were told kids were free but if you want photos (you can’t take your own) it is more than the price of admission!

I just got back from a beautiful vacation that we booked through Sunwing ! We had gone to Puerto Morelos Mexico in the Riviera Maya . The Travel agent Linda was so great at helping with our booking. We upgrade to everything.. It was a great price too. Not over charged at all. 120.00 for Elite plus that included bigger seats front of the line service and medial insurance. Our Sunwing reps at the resort were very helpful and informative.
We had by passed the huge line up at the airport no waiting at all. It was so worth our time and money...