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“We will NEVER support SUNWING again - Easter vacation RUINED!!!”
Review of Sunwing Airlines


Reviewed 3 April 2018

Our experience with Sunwing this week was so unbelievable and sick we are both physically ill. We were supposed to be on a 7:00 am flight from Edmonton to Cancun airport on March 27, for one week. We were so looking forward to spending Easter week in Playa Del Carmen, as we heard that Easter festivities are huge in Mexico. We arrived at the airport at 4:00 am, hadn’t slept at all since we live 2 hours away and left home at 2:00am. We had the Sunwing app on our phone that was supposed to let us know of any delays, but of course it didn’t do that. When we arrived at the check in counter, we were told that the flight was delayed until 3:55 pm. We were told that there was some sort of maintenance issue with the plane but nothing further. Sunwing gave us taxi vouchers to use in case we wanted to “go home and come back later” (sure, a 2 hour cab ride home and a 2 hour cab ride back...) and 20.00 in food vouchers to use at the airport. Ok, so we thought, this really sucks, but nothing we can do about that. We were just hoping that the 8 hour delay would be the worst of it, and that our vacation would get back on track from there. We thought, no way would it be pushed back again......sure enough, at about 3:30 pm the departure screen changed and our flight was now supposed to leave at 5:00 pm...then at about 4:45 pm the departure screen changed to 7:00 pm then to 8:00 pm then to 9:10 pm....at one point we were seeing the screen flip back and forth between 9:00 pm and 10:00 pm and then back again several times at about 1 minute intervals.....it was like a huge cruel joke. Other airlines destined for Cancun had departed in the early morning and we were still sitting there. The attendants at the counter were totally unsympathetic, never smiled or offered any apologies, at one point offering another 10.00 food voucher, and 75.00 towards any future trips with them (that must be used within a year, of course- because we were all so eager to book again with them at this point). And the WORST thing about this whole ordeal, was that this entire time, we could see the Sunwing plane, out on the tarmac, with its door wide open (in -15C weather), totally deserted with no one around it, and they kept telling us that “yes, that is the plane you will be taking”. REALLY. When it was supposedly being fixed. By who? So instead of bringing in another plane since they knew this one was supposedly bogus, they left us sitting in the airport for 15 hours?............Toronto is a 3 hour flight away.....surely they could have brought in another plane from SOMEWHERE during that 15 hour wait?........Then at around 8:00 p.m. they had stacks of cancellation and refund sheets hoarded at the desk, and anyone who asked for one (yes you had to ask, what those sheets were) got one. They didn’t try to reassure everyone or offer any apologies, they didn’t give any explanations as to what exactly was going on, they didn’t show any effort to show that “Sunwing cares”, they just gave you a sheet if you wanted one. The attendant actually lowered herself to flick a cancellation sheet at the gentleman in front of me who was asking about the fine print and sneered, “it’s all right there for you”. My husband and I ended up cancelling our holiday, because who feels comfortable getting on a plane after they have been telling you they are fixing it for 15 hours, and you can see no sign of anyone going in and out, or anywhere near that plane......if they were fixing anything at all. And, if we do continue to go, would our hotel still have our room saved after we never showed up for check in??? And do we really want to pay full price for a holiday that is now one day shorter? So we cancelled. Sick to the guts about doing it. Oh, and here’s the kicker. When we cancelled, we were worried about how difficult it would be to get our checked in baggage off the plane. When we asked about that, the attendant said that the baggage wasn’t on the plane yet, it was still in the bag room, she would just call down and they would put it on one of the arrival carousels for us to go pick up. WHAT? After a 15 hour delay, the baggage was still not loaded on the plane.............how on earth were we supposed to leave at any of those “departure times” when they DIDN’T EVEN HAVE THE BAGGAGE LOADED ON THE PLANE???? (Read between the lines...we weren’t ). We never saw the pilot or flight crew....until we were leaving...at 9:00 pm at night...eating in a restaurant near our departure gate. THEY obviously knew that the plane wasn’t leaving yet, THEY weren’t there and ready to go for all of our promised departure times. We are so upset, we were so looking forward to this trip, and we spent 40 hours of our time with no sleep waiting for it. How could anyone believe that you can book a trip, and instead of actually going, you sit in the airport, get lied to for 15 hours, turn around and go home??? Goodbye, Mexico for Easter. At this point we just hope we actually DO get our full refund as promised. WE WILL NEVER SUPPORT SUNWING AGAIN.

    • Customer service (e.g. attitude, care, helpfulness)
    • Check-in and Boarding (e.g. efficiency, service at gate)
3  Thank orchidcollector
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SunwingAirlines, SK | Social Media Agent at Sunwing Airlines, responded to this reviewResponded 7 April 2018

Hello,

Thank you for providing us with feedback about your recent experience. We truly regret hearing of any disappointment with the services provided by Sunwing Airlines and completely understand that it had affected a portion of your travel plans.

Please be advised that because Sunwing is a chartered airline company, the flight times are subject to change and operational changes can occur, which may result in the need to reschedule, cancel, or consolidate flights. Changing a flight schedule is never our first choice, but unfortunately it is necessary at times especially when it comes to passengers safety.

You can rest assured that an agent will be in contact with you regarding your cancelled booking and will be able to assist you with any further questions or concerns you may have.

Thank you once again for your time. We hope you have a wonderful day.

Kind regards,

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Reviewed 3 April 2018 via mobile

We travelled this airline in January of 2018. We were so unhappy with our return to the airport. Our Sunwing rep picked us up at our hotel to take us to the airport. We waited for 15 extra minutes for people that were not there to catch the bus. What a joke if you aren’t there waiting then you need to, find alternate transportation, it’s not the other travellers fault you can’t be on time. The fun begins when we arrive at the airport. We arrive to the longest line I have ever seen at an airport. And we have been travelling for about 10 years to hot destinations. Sunwing had 3 planes taking off around the same time. It took us over
1 & 1/2 hours just to get to the check in desk. The Regina people were rushed along at the end because we were going to miss our plane. We ran the rest of the way and just made it to our plane. Luckily the line up through bag check was not long. No chance to even stop at duty free. I emailed the company and it took them 2 months to get back to me. Of course their reply was “sorry”, I am hoping that the other people on the planes also made complaints because this is the only way to make companies realize if they don’t keep the customers happy they don’t have a business.

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Thank Callli
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SunwingAirlines, SK | Social Media Agent at Sunwing Airlines, responded to this reviewResponded 7 April 2018

Hello,

Thank you for taking the time to share your experience. We truly regret hearing of any disappointment with the services provided by Sunwing Airlines. We completely understand the effect an experience like this causes on your overall vacation as a lot of time and effort goes into planning one.

We continuously aim to rise above and beyond our customers' travel expectations with Sunwing therefore, your feedback is greatly valued and will be shared among the applicable departments.

Thank you,

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Reviewed 3 April 2018

Overall, had a great flight both ways with np issues. Staff was friendly and courteous and no delays.

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Thank LoneRangerManitoba
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SunwingAirlines, SK | Social Media Agent at Sunwing Airlines, responded to this reviewResponded 7 April 2018

Hello,

Thank you for taking the time to share your experience with Sunwing Airlines.

We are very happy to hear that you have enjoyed your travel experience with Sunwing. We continuously aim to rise above and beyond our customers’ travel expectations to ensure that they are satisfied with their vacation packages from the moment they board our flights, to their pleasant return back home. Your feedback and satisfaction are greatly valued.

We look forward to welcoming you on board Sunwing Airlines once again in the near future.

Thank you,

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Reviewed 3 April 2018

Just DO NOT fly Sunwing. In 12 years, 15 flights it was the 1st. on Sunwing. You can get the same prices from all others without the horrible flight. They don't board the back first so it a mad scramble to get to the seats. WG685 on April 1st departing Varadero at 10:20 was terrible & the female stewardess was absolutely no help at all. The people in front of us had their seats fully reclined & there was no way we could fit into our seats & all she could say was clear the isle. On takeoff they had to put the seats vertical. When food & drinks were offered we could not put food on the trays without it sliding off. After takeoff the people in front reclined their seats so that the backs rested on our laps. Of course none of the flight crew gave a damn for our comfort. With seats vertical there is hardly any room. With seats reclined even a skinny man could fit into the seat. Of course that's common with a lot of airlines but Sunwing doesn't even try for your comfort. I will never fly Sunwing again. Out of Air Canada, Westjet, Transat they are the worst. There is absolutely no way a seat can be reclined without making those behind you uncomfortable & Sunwing does not care.

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    • Customer service (e.g. attitude, care, helpfulness)
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight entertainment (WiFi, TV, films)
    • Value for money
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Thank Richard B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 3 April 2018

To web check in, you can only do it 4 hours prior to the departure. Well, you have to be there 3 hrs prior, and you should put in 1hr for travel to the airport and parking. So it really is useless.

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    • Customer service (e.g. attitude, care, helpfulness)
    • Cleanliness
    • Food and Beverage
    • Legroom
    • Value for money
    • Check-in and Boarding (e.g. efficiency, service at gate)
Thank Maninmotion_10
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC