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.