Sunwing Reviews 

BUYER BEWARE! I would highly recommend never using Sunwing/WestJet for your flights. I recently booked a flight with this company and I paid extra $240 for 2 seats . When booking I requested 2 seats together with extra room in the seats and Sunwing/WestJet said they would had 2 seats at 1A and 1C I clearly stated that I wanted 2 seats together. Sunwing WestJet Rep said that these seat's were together because there was no 1B seat, so my wife and I would have extra leg room and wider seats. This was not the case and there was a 1B seat and the seats were smaller. They have the recording of our conversation but refused to acknowledge that we were lied to. Unfortunately my wife and I were unable to sit together as well. BUYER BEWARE!!!

I am speaking about my booking experience only and have not been on the vacation yet. I have flown with Sunwing before and was not satisfied, however I believe it was more of the airports issue than Sunwing itself.

I also don't like that they have a separate gate at YYZ and you need to get onto a bus.

I am using them again because their prices are unbeatable for some vacations and for the price the resorts are not bad.

Anyway...to my review.

I had purchased a vacation package earlier this year for myself.

Fast forward to this fall. I wanted to now go away with someone else.

I had purchased the worry free waiver so I had up to 72 hours before the flight to cancel without being charged fees and given a voucher for future use. I called. Cancelled and the voucher was issued within the time frame provided 5-7 business days.

I went to rebook the vacation and realized that the voucher is only good for the person on the original trip booking.

I felt horrible as the person I was now going with helped me plan the trip and was excited for us to go together.

I decided to try my luck and call. I was expecting them to say no, but there wasn't even a hesitation. They said as long as I was going on the trip they could add another passenger.

I am so happy that they did this and now I know the rules better I can avoid the issue in the future. They also realized the booking was over my birthday and wished me a happy birthday.

I also got scammed. I went there with Sunwing, and their local partner, NexusTours, are scammers. Another guest, who was drunk, attacked me — several witnesses saw everything.
But the hotel kicked me out without any refund. They even sent me to a police station, where I was kept in a jail cell for 22 hours straight without food, water, or access to a toilet.

Then the lawyer from NexusTours came and demanded $1500 USD to get me out, saying I would stay there otherwise, even though the other person (the real attacker) didn’t press charges.
They all work together. If anything happens, remember: they will try to take as much money from you as possible.

Nobody helped me. I was left alone because I don’t speak Spanish.

Be aware of reading and asking about their their terms and conditions many times. Sadly I had a very bad experience with this company. Their customer service lacks transparency, they are not helpful for the customer. It seems like this is a company driven by profits and it reflects on the way customers are treated. It is very unfortunate because some places you can only book through sunwing so there is no other option. I hope they offer a good, realizable, and transparent service in the future, a service people can trust, be happy with, and that is fair .

I booked an all inclusive vacation through Sunwing at the Vamar Vallarta Marina and Resort from November 3-8/2025. I arrived to the resort about 8:30 pm. The ladies at the desk were all in foul moods. I was tired too. They firstly gave me a room on the 6th floor, two beds, one couch, a fridge and stove and an extra room where there was a loud heating system. I booked a small room with a king bed. So I said no thanks. They gave me another room on the second floor but I noticed there was no wifi. I was told when I booked with Sunwing that wifi was included. It was not. So they gave me another room that was what I wanted also on the second floor. It had sketchy wifi. It was now almost 10:00 pm and I hadn’t eaten all day so I rushed to have a bite to eat before they closed at 10:30 pm. I woke up the next day, had a shower and was getting ready and there were bees flying around the light!! They just kept coming in. I killed 8 of them with a towel. I called front desk no answer. I opened the door to go downstairs and was greeted by cigar smoke!! Security came up and said they would take care of the bee problem and they could not smell cigar smoke! I am highly allergic to any kind of particulants in the air. They came in that night with drills and a plastic curtain to put over the window where the bees were coming in. I said can you just use duct tape so they did! The food was always cold in the restaurant. I found out that the best way to get someone to wait on you at the restaurant was to tip them. Otherwise I had to ask for coffee or juice or a napkin or cutlery. I can’t even begin to tell you how horrendous this week was! It’s an old hotel, it’s dirty, it only caters to the locals, I had my room cleaned only twice in seven days. They cut off my wrist band at 3:00 and my shuttle didn’t come until 4.30 pm. They said they were doing be a favor! I would never stay there again.

We do not recommend using Sunwing’s services since it was acquired by WestJet. Unfortunately, the company’s descriptions no longer match the actual quality of hotel services.
We had been loyal Sunwing customers for many years, but after this recent experience, we were deeply disappointed. The company misled us, and when we reached out to customer service, we received only a generic, copy-and-paste response—likely generated by ChatGPT—without any real attempt to resolve our issue.
As a result, we did not receive the level of service we expected or paid for. We strongly advise other travelers to avoid booking tours through Sunwing.

I just chatted to Sunwing's customer agent and found out that my $3000 travel voucher has expired, that it was valid for only one year and that I had lost my money. I am extremely upset about this and explained that I did not receive an alert or message from Sunwing to let me know that my vouchers were about to expire and given all the mishaps that happened to our family in 2024, I seemed to have missed the fact that the voucher was valid for 1 year only. The agent then advised me to submit my concern on the Sunwing Cares website, after claiming that she "understands" my situation etc. I visited the site but couldn't find any instructions or indication of a "Sunwing Cares" form or comment section. If Sunwing truly cared, I would have received a notification of the upcoming expiry of my voucher and would not be in this situation right now, where I, the customer, am out $3000, and Sunwing has pocketed my hard-earned money. "Care" is about doing one's best to ensure that everything within one's power is done to prevent another's hardship.
Sunwing keeps sending me a number of promotional emails, but cannot "care" enough to send me ONE notification regarding the upcoming expiration of my travel voucher, especially given that it expires one year after being issued. But, instead, pockets my hard-earned cash, and sends me to submit my concerns on "Sunwing Cares"... What a hypocritical company!!!!.

Sunwing, who is now owned by WestJet left us stranded in the Dominican Republic with no wraps to speak to. I was on the phone with them for over an hour. They would not help us. They kicked us off the plane because my daughter was sick to her stomach before we took off, they stole my personal property And left us to die.

I recently purchased an all-inclusive Sunwing vacation package through a travel agency.
At the time of booking, both the agency and I were told that one checked baggage per person was included, as it always had been with Sunwing packages.

However, after Sunwing merged with WestJet, the baggage policy was changed — without any prior notice or clear communication to either travel agents or customers. As a result, I was unexpectedly charged $55 CAD for my checked baggage at the airport. On my return flight, no baggage fee was charged, showing that even the airline staff were inconsistent about this new policy.

I contacted Sunwing customer service several times, but they refused to refund the fee and stated simply that “baggage is not included.” They also refused to provide a supervisor’s contact information, making it impossible to escalate the issue further.

This experience shows a lack of transparency and accountability, which goes against the basic standards of fairness and disclosure required under Canadian consumer protection laws.
Customers deserve to be clearly informed when a major policy like baggage inclusion changes — especially for “all-inclusive” vacation packages.

We booked a travel package to Cayo Coco, Cuba from Sunwing on Oct 4-11, 2025, we were encouraged to purchase premium packages for many premium services and unfortunately nothing is provided as their promised. Normal guests finished check-in in 10 minutes, we’re waiting more than 30 minutes still cannot get our passport back. The room supposed to be newly renovated deluxe room, in reality, the door and ceiling are with big cracks, toilet is broken, mirrors turned black, shower hanger is falling, TV and air conditioner are not working, WiFi is out of service for two days and one night, dead cockroach in the shower room… I took all the pictures and videos and sent them to Sunwing client agent, the answer is nothing new, they’ve been aware of it, sorry, the hotel supplier is not willing to compensate us, as an agent, he can’t do much. The most important thing to torture us is their mosquito issues, there’re armies of mosquitoes attacking us, they’re banging on my face, nose, glasses, they’re flying between my glasses to sting my eyes, I couldn’t breathe, I might breathe them in my nostrils, it’s crazy! I’ve worked on the cruise ships for 11 and half years, visited 52 countries and over 300 cities, including Cuba, but I had never seen so much mosquitoes in my lifetime! In the Memory Carrie beach resort, there’re hundreds of swamps with stinky, foamy standing water where are constantly producing tremendous amounts of mosquitoes every day in their resort. Whenever we passed by, we got to run, my face was distorted and swollen, we even can’t get out of the room at night, because the mosquito repellent cream doesn’t work due to huge amounts of mosquitoes, they are extremely active during the night.

What hurts me most is the agent- Mr. Khushbu J, he seems like willing to help us, I put a lot of hope on him, I thought that he keeps requesting me to send more pictures, videos and details, I believe that he’s gathering all the evidence to help us, and no, he ignored all our requests and provided only apologies and two $75 vultures. We don’t want your vultures, we want equivalent compensation, since no service is provided as premium members, instead we almost got murdered by local mosquitoes, nobody ever mentioned anything about the mosquito problems with us when we booked our vacation packages. We felt scammed and got ripped off big time! They assured us that all the evidence we provided are correct! They apologize for it, still no money back! Money for Sunwing is on way in, no way out! If the clients are not happy, only apologies are provided, that’s all! I will never go back with Sunwing!

Disappointed long-time customer -Sunwing services keeps getting worse.i have been using their vacations for almost 10 years but the quality service clearly declined .on my recent booking the website malfunctioned -was overpaid 300$ and not allowing to reserve seats.When I called customer service the first agent refused to transfer me to a manager. I finally spoke with supervisor she did not believe me and refused to help.

Our family of four booked a premium-priced Spring Break vacation through Sunwing Vacations from Calgary to Royalton Bavaro in Punta Cana, relying on positive Sunwing reviews and the Marriott name. The booking process was straightforward, but every aspect of Sunwing’s customer support and post-travel service proved deeply flawed.

On-Site Indifference, Lack of Support
• At check-in, no Sunwing staff assisted with lost wallet that we could see driving away on the bus immediately upon arrival or navigating hotel amenities—Sunwing reps were visible only to upsell third-party excursions, leaving guests without basic support.
• Booking through Sunwing meant our Marriott Platinum Elite status and resort upgrade were ignored. Resort staff consistently deferred to Sunwing for travel-related issues, but Sunwing’s representatives did nothing to help us resolve problems at the property.

Service Failures and Dangerous Incidents
• Our trip included repeated service failures, had a serious electrical fire at night in our hotel room.
• On the final day, hotel management offered compensation only with a non-disclosure agreement. Sunwing failed to advocate for us or ensure safety standards.

Post-Trip Communication Nightmare
• After our trip, Sunwing’s response was disorganized and consistently deferred to a “Post Travel Team,” which could not be reached directly via phone or email. This pattern matches many BBB complaints and online reviews showing Sunwing’s inability to act or communicate after incidents.
• It took over a month to get any written response, and only because I persistently followed up. Sunwing’s agents did not acknowledge the most critical incidents and ignored submitted evidence, including photos and message records.
• My request to escalate was refused, with my case ultimately marked closed without genuine review or resolution.

Note on Sunwing flights: Awful. Booked because of direct flight option and we deeply regret this because booking with them cost us our vacation. Had we booked through Marriott, they said they would have had this resolved for us immediately (and I believe them but because of the Sunwing booking their hands were tied) - their flights are awful, small cramped planes with "dark flights" meaning no wifi or even charging ports.

BBB Patterns and My Recommendation
• My experience aligns with a troubling pattern in BBB complaints and reviews: Sunwing routinely fails to resolve issues, closes cases prematurely, and offers minimal or no compensation—even when safety and well-being are compromised.
• Sunwing’s messaging emphasizes “patience and cooperation” but in my case—and in dozens of other BBB complaints—there is no accountability, transparent escalation, or resolution for paying customers.

BBB Patterns and My Recommendation
• My experience aligns with a troubling pattern in many online reviews: Sunwing routinely fails to resolve issues, closes cases prematurely, and offers minimal or no compensation—even when safety and well-being are compromised.
• Sunwing’s messaging emphasizes “patience and cooperation” but in my case—and in dozens of other online complaints—there is no accountability, transparent escalation, or resolution for paying customers.

In summary:

Sunwing Vacations’ lack of accountability, unwillingness to advocate for travelers, and repeated communication failures render it a high-risk choice for travelers seeking safety, support, and reliable resolution. I strongly urge TrustPilot readers to book with a more reputable provider and avoid Sunwing for any family or premium vacation

We had a very bad experience with Sunwing and nexus tours.
Be cautious when spending your hard earned money.

I won't book with them, I see they are charging for luggage now

🚨 Sunwing “Worry Free” Cancellation Insurance — NOT so worry free 🚨

I booked an all-inclusive vacation package with Sunwing and paid over $500 for their “Worry Free” cancellation insurance. According to their own terms, this package allows:
✅ One change to your vacation package up to 3 days before departure
✅ Cancellation up to 3 days before departure

My trip was scheduled for Thursday, July 31. Due to an emergency, one person in my group could no longer travel. My travel agent called Sunwing to remove them from the booking — well within the 3-day window — and Sunwing still charged me $1,500 for the cancellation.

I paid for this insurance to protect me from exactly this kind of situation. If Sunwing can still charge customers full ticket prices after they buy cancellation insurance, what’s the point of selling it at all?

This is extremely disappointing and feels misleading. I’m sharing this so others are aware before booking.

#Sunwing #WorryFreePackage #TravelInsurance #ConsumerRights #TravelScam

traveled with Sunwing to Resonance Musique Varadero in Cuba, expecting a relaxing vacation — instead, I was robbed inside the resort, and the entire experience was a disaster.

My room had cockroaches, a malfunctioning safe, and zero basic security. After reporting the theft, resort staff and security did absolutely nothing helpful. I felt unsafe, unsupported, and ignored.

To make it worse, I was handed a poorly printed document to sign after the incident — it was missing large portions of text, and no one explained what it meant. I signed it while in shock, thinking it was just a form to confirm I reported the issue. Later, Sunwing used that document to say I “accepted the resolution,” which was just a late check-out — nothing close to what should have been offered after a robbery.

Sunwing later emailed me with a $100 travel voucher as “compensation,” which is insulting given the situation. I had no insurance through them, but that doesn’t excuse how this was handled. As a customer, I expected at least proper support, safety, and honest treatment — and I received none of that.

I’ve filed an appeal, but I’m warning other travelers: think twice before booking with Sunwing or staying at this resort. It took me days to recover emotionally from what happened — and I was still treated like an inconvenience, not a victim.

I would give -100 for the service, the worst vacation that could have been. Be careful if you are planning a vacation with SUNWING. An unpleasant situation occurred on the island we booked tickets to, a major blow that of course we all understand. But the company did not react at all, they moved us to a hotel that was much lower in rating, which did not even have the beach that we were going to Cuba for. Service is at the lowest level. Irresponsibility, no one can tell you what to do, I paid for one thing, they gave me absolutely another, I do not agree with this and when I asked to transfer us to another hotel they said that there were no places anywhere, although other people were transferred. Discrimination or something. I was ready to pay more, if only they had transferred us to at least somewhere with normal conditions to continue our vacation. Zero reaction from the agency. There is no point in calling, writing too, they simply ignore. When it comes to refunding money, they also start ignoring you. Think twice before choosing this company.

Just returned from Sanctuary at Grand Memories Cayo Santa Maria, Cuba and had a fantastic vacation. Resort was amazing with a 1 minute walk to the pool and 2 minute walk to the most spectacular beach. Resort staff were amazing, food was decent (the fresh mangos on the beach were a nice touch, and beach was amazing. If I had one complaint it would be the flight times to Cuba, didn't get back to Toronto until 2:30am and flights were delayed both ways (pretty sure that is a GTAA issue not airline)
Anyway, was still a fantastic trip that I was able to pay for with my WestJet Rewards points.

I’d give this company a zero if possible. They are by far the most dishonest company in Canada, which says a lot when you’re scraping the bottom of the barrel with other companies that use dirty tactics to steal from people. In 2020 I booked a trip and sunwing cancelled due to covid, I initially had intended on filing an insistence claim but decided against it when the Canadian news was reporting that insurance companies were just denying the claims. Received an email in August 2020 stating I had a credit, sunwing extended credits from Covid through September 2026. I finally got around to consider using it and I was told they simply didn’t issue a credit because I didn’t want it and claimed I denied it. I asked for the document that says I denied the travel credit and they can’t supply it… because it doesn’t exist. They took money for a trip, cancelled the trip, and then decided I declined a credit but, they kept the money. I’m now having to pursue action through small claims court. I know westjet recently bought this company , perhaps they can turn it around, but as it stands today, DO NOT buy anything from these thieves. The customer service is also the worst I’ve experienced from any company, and I’ve dealt with low ethics companies before, but sunwing is worse than they are. They will prey on those that they feel they can screw over. Absolutely disgusted.

I booked 3 rooms at Royalton Bavaro on May 7 under a promotion and paid $3,159, but the site crashed and only charged me $1,053. Since then, I’ve called daily and received no help—just rude staff and no resolution. Now they want me to pay over $1,000 more or lose my money. Extremely disappointed with the service. This is not what I expect from a so-called luxury resort.