Sunwing Airlines

Thought I'd share my recent experience about my travels with Sunwing from Ottawa to Cuba since they seem to have a bad rap these days. Not sure if I lucked out with my experience or if it's just my attitude, recent travel experiences since Covid or the amazing price we got for our trip. Travel has changed a lot over the past few years and it seems, like every other business, they are trimming the fat. With that in mind I've learnt to keep the bar low. What this means for travelling with Sunwing is we're paying for lots of things we always took for granted like direct flights, snacks, meals, extra foot space, luggage and even carry on. For luggage you get 1 carry on for free, everything else you pay for. You also don't have the luxury of on-flight movies or a personal television. So why am I happy? To start, we had a deal, $905 each for a direct flight the end of January to an all-inclusive 4star for 7 days; you can do all your check-in online saving long line-ups; the staff were pleasant both on board and at check-in. My bag was overweight but the check-in clerk combined mine and my husband's bag so I didn't have to shuffle things or pay extra. They were helpful and didn't get all power-trippy when our paperwork wasn't filled in at check-in for entry to Cuba. They kept us informed with flight notifications so we didn't end up going to the airport sitting around for extra hours since we happen to fly on winter storm days. The notices meant I got an extra hour-long walk along the beach and another hour sitting by the pool reading. Yes, I would travel with them again keeping in mind you get what you pay for and we had the deal of a lifetime.

Delayed our flight twice then cancelled it blaming the weather when 2 other flights to the same destination left the same day. Didn’t tell us our flight was cancelled until 3 hours before our flight, only even notified 1 out of the 3 bookings we made that it was cancelled, and took us all day to even get a hold of someone on the phone. When we finally did, they told us they couldn’t rebook and to contact our travel agent who also wouldn’t pick up the phone. Finally offered us a rebooking that would leave us 1 day of our 7 day trip, and said we would have to cover the difference if the flight was more expensive even though they cancelled our flight. Do not book with this company, they have no idea what they’re doing.

Booking part is easy, cancelling not so much..I purchased worry free cancellation for $50 per traveller. Called to cancel, they gave a reference number to get my deposit back ($250 per person) as travel voucher which is fine, however the rest of the trip (over $2,000) has still not been refunded to my credit card. I understand this takes time and they are dealing with a lot regarding restrictions, cancellations, etc. but it has been a month now with no cancellation confirmation, email regarding my travel voucher, or refund which is not quite reasonable regardless.When I phoned checking up on everything, I was told the cancellation email takes 3-4 weeks and that the refund is coming but they don't have any timeline. Still nothing 6 weeks later. Not to mention this is after waiting on hold for an hour each time I've called.. Urrrgh

So Sunwing can contact me for weeks about random things before the flight, but when we get there for the flight it's delayed for 12.5 hrs. No notifications. It $40 to get there 40 back home and 40 to co.e back and I miss a full day idiots. Not even offering any type of help good job sunwing. Never again

Their app and website don’t even work half the time ! Trying to check price to Cancun, Mexico or Santa Maria, Cuba and it’s only offering me to see flights to Miami. So inconvenient ! I guess, I won’t be booking with them !

Sunning insist on downloading the app for up to date travel notifications therefore if the plane is delayed we should have a notification with the details. I've been at the airport delayed for several hours with no notifications or any explanation. The staff at the gate said one of the crew members hasn't shown up therefore they cannot give us a timeline. Do not download the app because it's completely useless

The worst airline that I have ever seen. They delayed the flight multiple times in 3 days.And when it comes to refund they are really stingy. They will tell you to get Travel credit instead of Money... really do not go with them, they screw up our vacation.

Sunwing failed to notify travellers that Jamaica’s entry requirements had changed only days before the trip. Many travellers were turned back at the gate and some even had to wait for their luggage to be removed from the plane. Travellers were told that it was their responsibility and no refund would be forthcoming. Nice scam!!!

Worst customer service , most agents look like they hate their job or forced to work !! They all trained to be rude , dry and speak with low voice with strong accent that makes full understanding not easy . The app is worst , very slow and does not get updated . The live chat never repliedWill never travel with this company again

Sunwing cancelled my vacation package to Mexico 3 days prior to departure with no explanations. I had booked a non refundable hotel and train ride from my city to the city I was flying out from both on my departure and return date and lost $500 as a result of their last minute cancelation. They gave me the option of rebooking different dates (earlier dates) or getting a full refund in my original method of payment. I had my heart set on my getaway. I had never been to an all inclusive before. As a health care provider I had been solidly working through the pandemic and I really needed that break. I chose to rebook but pointed out to the customer service rep that I would need to spend another $500 to rebook my train ticket and my hotel on departure and arrival . I wanted a guarantee that Sunwing wouldn't cancel my trip a second time. She could not guarantee that. She did say that my original package was most likely cancelled due to the fact that they could not fill the seats. She then proceeded to say that my current flight was only at full capacity but Sunwing still flies at full capacity. I felt skeptical about that . I ended the phone call with trusting Sunwing. Unlike other reviews, I felt every time I called their customer service number I was treated very well and with much respect. Because I the kindness of the customer service rep I decided to take a chance and go ahead with my booking. I don't know if this vacation will ever happen but I will certainly keep the update and if everything goes well from now Sunwing will get a better review. So far, as a seasoned traveller (4-5x/year) I have never had a flight cancelation 3 days prior to departure! Lets keep our fingers crossed.