Business Profile

Tour Operators

Sunwing Vacations Inc

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Due to the volume of complaints received, BBB is publishing the details (text) of 50% of complaints as a representative sample.

Complaints

This profile includes complaints for Sunwing Vacations Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

193 total complaints in the last 3 years.
51 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:09/06/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In March of 2025 we went on a 1 week vacation to Cancun Mexico. I wanted to take my son on a fishing charter. I sat down with ***** *****. That is owned and operated by sunwing. We discussed and booked a package based on our needs and budget. We settled on a 4 hour fishing charter. I specifically asked the tour operator if the four hour fishing charter included the travel time from port to the fishing grounds. I was assured that the travel time wasn’t included and once we arrived at the fishing location our 4 hours would begin. The day of our fishing charter had arrived and we arrived at the dock and filled out all necessary documentation and boarded the boat. About 500 meters from shore the captain stopped the boat and told us that 4 hours wasn’t going to be enough time to complete the fishing charter as the fishing grounds were 1 hour out and one hour back. I told the captain that ***** ***** had told me/ assured me that the travel time out to the fishing location wasn’t included. The captain told us we were out of luck(not in those words) then shook us down for another 150 USD. And threatened to take us back to shore. Without refund. I felt we have no choice but to agree. The captain wasn’t happy about me voicing my concerns about fraud. We continued out to the fishing grounds. About 1km offshore the captain said that they needed to stop and fish for bait. For 1 hour we bobbed around in the roughest water and watched the crew fish for bait. We were not allowed to fish and had to sit and watch to the point where one of our group members became sea sick. (An intentional act). Because the bait should have been aboard the boat already. Because of the sea sickness we could not continue on with the fishing charter and asked to be brought back to shore. Approx 1 hr late we arrived back at shore and returned to the hotel. I filed a. Complaint with sunwing and ***** ***** and after a couple of months was denied compensation with no explanation.
Business Response
Date: 09/06/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 09/06/2025

Complaint: ********

I am rejecting this response because:
I have already dealt with sunwing post travel complaints. They denied compensation from ***** ***** through sunwing. I was denied compensation with no explanation. ***** ***** a third party company who operates under sunwing vacations ********* ***** ** ******* * ******** ********* ***** ***** *********
Sincerely,

****** *******
Business Response
Date: 10/06/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 10/06/2025

Complaint: ********

I am rejecting this response because:
Again. As explained multiple times times only to fall on deaf ears. When I booked this fishing charter while I was on the resort. The first charter I booked prior to arriving to Cancun I cancelled due to bad weather. I sat down with ***** ***** while at *** ******* and booked another fishing charter. It was here that a representative from ***** ***** provide me with false information when I specifically asked if the travel time was included in the four hour fishing charter. His response was that “travel was not included”. If I was given the correct information at the time I would have choose something else or cancelled altogether. Sincerely,

****** *******
Business Response
Date: 13/06/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 13/06/2025

Complaint: ********

I am rejecting this response because:
So who owns and operates ***** *****. If not sunwing. The vacation excursions were booked through the sunwing vacations App. Who should I be filing a complaint to then?
Sincerely,

****** *******
Business Response
Date: 17/06/2025
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:16/04/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This is regarding the trip from Toronto to Punta Cana Transaction date: November 6th TOTAL : $3,110 Me and my friend bought an all inclusive trip Plane + Resort. We encountered many problems including - Our transfer from Punta Cana Airport to *** ***** ****** was not there when we got to the airport we were told by staff they left and instead had to pay over $200 CAD for a taxi. This is something we paid for and was not provided. - At their resort partner we both suffered food poisoning which made us both sick and a bunch of other people at the resort for most of our trip. -The original room we ordered was a deluxe room which we were not put in as they weren’t available, tv in the room was broken and many cleanliness issues. -Our room lock malfunctioned multiple times including middle of the night which we had to walk all the way to the main resort area and get somebody to come and wait in the dark for more than an hour each time. -***** ************ **** **** **** **** ** **** ********* ** ******* -***** ***** **** ** ** ** **** ***** ** **** **** *** ******* *** ***** ***** ***** *** ******* *** ********** **** *** ** ** ***** ** ** ***** *** *** *** **** ** ****** *** ******** *** ****** ******* * ****** Sunwing was reported about this throughout the trip and even after and all they offered me was a $400 voucher which i declined. I also filled a chargeback which they couldn’t dispute since it was a vacation package and the flight and hotel are in one transaction. I’m asking for a partial refund of just the hotel costs we will gladly pay for the flights but we don’t feel like the hotel should be paid as many issues that occurred during the stay that were reported to Sunwing throughout the trip and it’s not like Canada it’s a much different place and having those happen to your vacation especially as 2 18 year olds is scary and should be compensated for all inconvenience as the package was bought from Sunwing and *** is your hotel partner.
Business Response
Date: 17/04/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 02/05/2025

Complaint: ********

I am rejecting this response because the company had failed to respond to my emails and calls properly **** **** ** ****** *** **** ******* *** ******* *** ******* ***** ** ***** ***** ******* ******** and failed all agreements to their terms of conditions regarding behaviour on resort property. They failed to provide us a connection which was paid for as part of the package (service not received) from the airport to the hotel. Unacceptable issues and not even getting the right room type at their hotel. I don’t understand why even a partial refund won’t be given. I wish they can provide further travel credits for me and my friend ***** who also was travelling with me. We will give sunwing another chance and book with them very soon, if they can provide travel credits.

Sincerely,

***** ******
Business Response
Date: 05/05/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 06/05/2025

Complaint: ********

I am rejecting this response because this is unacceptable to only provide $200 travel credit each. When a serious issue like that is occurring in your hotels. I really hope Sunwing can reconsider and try giving more especially to 2 guests who are coming back. It is very sad that issues like that are still happening from years ago now.

Sincerely,

***** ******
Business Response
Date: 06/05/2025
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:20/03/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Booked a vacation package online with sunwing.ca for an all-inclusive resort package flying from Regina to Cancun, Mexico and staying at *** ********* ******* **** for 7 days. We paid EXTRA for an upgraded room (premium deluxe room) as it stated it comes with 1 king bed or 2 QUEEN beds. Upon arrival, and seeing our room the beds were NOT queen beds but 2 DOUBLE (FULL) beds only. They attempted to upgrade us to a family room (king bed with single bunk beds) but given my kids are very young it is not safe for them to sleep in bunk beds. We requested we wanted the two queen beds that we reserved to hotel management. After many days of talking to various people and ***** *** *** ****** *** finding out the hotel does not have QUEEN beds in any of the resort rooms we resolved to message sunwing customer service upon our return to resolve **** ****** ** ******** ** ********** *********** *** mis-representing the room. After weeks and back and forth emails they said that hotel management insists the rooms were two queen beds they sided with the hotel and said they could do nothing for us. We measured the beds *** *** * ***** ******** ** ****** **** **** ****** they were not queen size beds. If you do an online search of this resorts online website or other travel agencies they all state that the room we paid for comes with 1 king or 2 double beds and for some reason sunwing's website states the opposite. Given we only did this investigative work after returning and were not aware of this previous to booking. We are seeking restitution from sunwing regarding this. * **** *********** ** ***** ******* **** *** ********** *********** *** ** ***** *** ** *******
Business Response
Date: 21/03/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 21/03/2025

Complaint: ********

I am rejecting this response because: *** ****** ** ***** ***** *** **** ** ***** ***** Their internet sites shows otherwise along with conversations we had with staff while we were there. We did talk to staff regarding this along with Sunwing representatives while we were there. **** **** ********* *** ********* **** ** *********** *** ***** ******** ** ********* **** *** ****** ** *** **** ** *** ***** * **** ******** *********** ** **** *** ******* ******* **** *********** ******* *** **** ** *** **** *** *** **** ** **** ** ******** ***** ** *** **** *********** **** *** ** ***** ** ***** ***** **** ** ******** ***** * ** **** ********* * ****** **** ** ********* ******* ***** ** ******* *** ********** *********** ********* *** *** ******

Sincerely,

***** ******
Business Response
Date: 24/03/2025
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 28/03/2025

Complaint: ********

I am rejecting this response because: false advertising* ********** *********** and misrepresentation.

Sincerely,

***** ******
Business Response
Date: 01/04/2025
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:16/10/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a COVID credit at Sunwing vacations that I have repeatedly tried to use and am unable to get in contact with anyone in order to use the credit after numerous attempts. I would like either a refund for the amount or a credit with a usable code that I can use on my own when booking as previous attempts to contact anyone to use the credit went unanswered. This has taken me so long as I tried multiple times first to go through Sunwing, **** * *** * ***** **** ****** *** *** ****** ** **** ************* *** ********
Business Response
Date: 16/10/2024
The business responded to this complaint but requested that their response not be published.

Customer Answer
Date: 17/10/2024

Complaint: ********

I am rejecting this response because: I have continually attempted to contact the company to use my credit with zero response. This has continued since 2020. I would like a refund so I can use my money elsewhere. *** ********** **************

Sincerely,

**** ********
Business Response
Date: 28/10/2024
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:05/04/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
*** ***** ******* **** ***** ***** from Sun, 12 Mar 2023. Throughout our stay, we encountered significant food shortages on a daily basis. Basic food items such as milk, chicken and beef were consistently unavailable. Even simple condiments like salt, pepper, oil, and vinegar were missing, which greatly impacted our dining experience. We were also faced with a shortage of toilet paper, a basic necessity that was not readily available. On some days, there was a complete absence of bread, making it difficult for us to have breakfast. In fact, one day we were forced to eat our breakfast using spoons as there was a lack of forks and knives. Throughout our entire vacation, there was no vodka available, and we only had tequila for a mere two out of the seven days. Additionally, we experienced a shortage of milk for coffee in the morning, which was quite frustrating. To exacerbate matters, for the last three days of our stay, there were no clean beach towels available, hampering our ability to fully enjoy our time at the beach. **** ** **** **** ********** ** **** ******* *** ******* *** ********* ***** ******* **** *** ** **** these shortages persisted on a daily basis. The lack of soap in the public bathrooms surrounding the restaurants *** ************ *********** ** employees were observed not washing their hands before handling food or serving drinks. **** ***** ** ******* ********* ** **** ********** *** ************* We have already contacted Sunwing upon our return home and patiently waited a response for three months. However, Sunwing informed us that the issues we encountered are directly with the hotel and not their responsibility. Nonetheless, we purchased this vacation package from Sunwing, *** ***** *** ***** ** **** ****** ** ******* *** * ********* ************** ** **** ****** ** ** ***** **** ** ******** ******* ************* *** ****** **** *** ***** ***** *** ********* ******** ** ***** ******** ***** ******** ** ***** ********
Business Response
Date: 05/04/2024
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 09/04/2024

Complaint: ********

I am rejecting this response because:
A resolution has not been met through Sunwing Customer relations department.
Sunwing still denies any and all reasonability in this matter.
Sunwing offered resolution is 2.5% compensation per person and the youth fair is offered 0% compensation despite the youth fair costing a mere $150 less **** **** ****
Sunwings resolution was presented as accept or reject unconditionally final offer. That is why BBB was contacted.
*** ****** ******* ** ***** *** ** *** ** ***** ** ****** * ********** **** ** **** *** **** ******* *** ** *******
** * **** ********** *** *** ** ******* ******* *** *** ** ****** **** ******** *** **** **** ***** *********** ******* ****** ******
I thank you for you time
Sincerely,

**** *********
Business Response
Date: 22/04/2024
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:27/03/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
****** *** ************* ********* ***** ***** ** **** ******* ******** 1. Toilets in our room wouldn’t flush- we had to use main lobby washrooms (major sanitation issue) 2. No water some days- no hot water other days 3. Day 3- food was running out - no coffee, no drinks for kids at all Literally no breakfast foods, barely anything else to eat- kids were eating bread and canned pears for days 4. No wifi as advertised 5. No sports bar as advertised 6. No gym as advertised 7. ***** ** ***** **** **** ******* *** ********* * *** asked if the bus out front was out transportation back to airport- lady at desk said “maybe, maybe not” and walked away. 8. Even the booked dinners were terrible and ran out of food 9. Snack bar (advertised as open 24 hours) was closed after day 3 as well Someone needs to call me regarding these issues - **** ************ **** ******* *** *** ********* ** ***** I have placed approximately 14 complaints My booking number Was *********. I even called them last week and they said someone would Contact me urgently- and ** *** *** ******** **** nobody called
Business Response
Date: 31/03/2024
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 31/03/2024

Complaint: ********

I am rejecting this response because:
Just sending me an email saying they’ll ’get to it eventually’ isn’t a solution

Sincerely,

******** *****
Business Response
Date: 05/04/2024
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 12/04/2024

Complaint: ********

I am rejecting this response because: there is no action on Sunwing’s part.
what is the result?
my vacation was ruined by the ******** accommodations, lack of food amd drink and health risk due to poor sanitation, and they offer nothing?

Sincerely,

******** *****
Business Response
Date: 17/04/2024
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 26/04/2024

Complaint: ********

I am rejecting this response because:
they are not contacting me!
what are my next steps?
****** * **** ** ******** ** **** **** ** ** ********** ************* *** ******* **** ******* ** ******** *** **************
Sincerely,

******** *****
Business Response
Date: 10/05/2024
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:18/03/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I reserved a 7 nights vacation package to Puerto Vallarta, Mexico for the 2023 Christmas holidays. On arrival at the resort hotel on December 22, 2023, I was given a room of ********** condition and became ill with rashes on my skin. I asked to be changed to another hotel but received no cooperation from Sun Wing or the hotel - ***** ******** *****. I requested that Sun Wing put me on the next flight to Toronto as I could not stay in the ********** hotel room but again received no cooperation from Sun Wing. I subsequently reserved a flight with another airline and returned to Toronto on December 24, 2023. Sun Wing then informed me that the hotel wouldn’t be charging for 5 unused nights and I would be refunded. Sun Wing refunded me $125 for the taxes on my returned flight and $123 for an unused excursion purchased. I would like to be refunded the full cost of my return flight + the cost of the 5 nights I did not stay in Mexico.
Business Response
Date: 18/03/2024
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 18/03/2024

Complaint: ********

I am rejecting this response because:
I have contacted Sun Wing directly several times, starting with the 1 day I spent in Mexico. ** ******** ***** ** ****** *** *** **** ********** ********* **** ****** *** **** ** ******** I was also advised I was going to be reimbursed for unused nights at the hotel and taxes only on my return flight.
I received just over $200 from $2500 spent on a vacation that wasn’t.
My communication moving forward is preferred via this method with BBB’s mediation.

Sincerely,

**** **** *****
Business Response
Date: 31/03/2024
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 05/04/2024

Complaint: ********

I am rejecting this response because:
**** **** *** ****** ** **** ***** ******* ** ********* ********** ** ** ******* **** *** ******** * ************ I contacted your customer service to request moving to a different hotel even if it would have cost me additional to what I had already paid. ******** ******* ***** ******** ******* *** ** *** ****** *** ***** ** ** ********* *** ********* ** **** *** ********** *** ***** *** *** ** ***** I asked to be returned to Toronto at the earliest and again Sunwing was unwilling. * **** ** ******************** ******* ***** ***** *** ******** ** ***** **** **** ******* **** ******** ********* ********** *** ****** *** *********** As mentioned before, your Customer Sercice communicated that I will be refunded for unused nights and I’m still waiting to be refunded ***** ** ******* ****** ** *****

Sincerely,

**** **** *****
Business Response
Date: 11/04/2024
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 19/04/2024

Complaint: ********

I am rejecting this response because:
As I stated preciously, my communication with Sunwing Costomer Relations proved futile. Hence, this forum of complaint.
**** ******** ********* **** ********** *** ****** *** **** ** ********
Sincerely,

**** **** *****
Business Response
Date: 29/04/2024
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 10/05/2024

Complaint: ********

I am rejecting this response because: I am not sure what action is required on my part after this response.

Sincerely,

**** **** *****
Business Response
Date: 17/05/2024
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 03/06/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** **** *****
Initial Complaint
Date:18/03/2024
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On March 5, 2024 I booked a vacation with Sunwing. The app wasn’t working so I spoke to an agent. They advised that the vacation we wanted was full and helped us to book a different package . After the phone call the package we originally wanted was showing as still available on the app. They also booked our access to the Premium Lounge and didn’t mention that it would be closed at the time we would need it. I phoned the next morning to inquire about changing to the vacation we were told was unavailable, the agent, Christine reimbursed the cost of the lounge *** * *** ************ ** **** **** **** * ******* **** *** *** ********** I was told then that because the booking was made less than 24 hours prior, the agent could change our booking with no penalty. She tried twice to change the booking and was unable to so she contacted the loyalty dept. After 10 minutes on hold, she advised that the 2 people she talked to couldn’t change my booking and suggested that I try later. I phoned back later and spoke with Sam who also told me he could change my booking without penalty, but the call was dropped before he could complete the booking. I phoned back again, and spoke with Isaac who told me that he could change my booking, but that it would cancel my “worry, free” insurance. I told him that the two agents I spoke to before him advise that since it has been less than 24 hours since I had made my booking, they could change it with no penalty, and I would not lose my insurance. Isaac told me this was not the case. After an exchange he told me that he could not escalate my call to a supervisor as there was not one available and somebody would call me back within 24 hours. It has been over 24 hours. Nobody has phoned, my booking has not been changed, and I am also very dissatisfied with the information that was provided to me about the “worry free“ insurance. ************ ******** ********** ********** *********** ****** ****** *** ******** ******** ******* **********
Business Response
Date: 18/03/2024
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 26/03/2024

Complaint: ********

I am rejecting this response because: ******** ** ** *** *** ************** ** *** ******** ** ****** ** **** * ******** **** * ********* *** **** ********** * ***** ***** ** ******* ******* ** ********* ** ***** ******** ** ** ********* **** *** **** I have not received any communication or response from Sunwing whatsoever.
Further to my original complaint, the service and facilities at the resort I went to were not acceptable. The pool was green, all elevators but one were not working, the room was not clean, the staff were unavailable and ** *** *** **** *** staff ** ignore customers, tell them to wait on the patio for service, then not arrive for 30 or more minutes. I will say that the staff, when they were available, most **** **** were generally very friendly and they tried their best to meet out needs.
As previously indicated, I was told that the destination I originally wanted was not available and I was told that I would have to book elsewhere. I found that the original destination was in fact available and when I tried to change to my original choice, I was told there was a glitch and the representative was unable to change the booking, I spoke to three other agents after this who could all see the notes indicating that I was trying to change the booking and Sunwing (not me) was unable to make the change. I was told that a supervisor would phone me within 24 hours to help fix the booking and address my complaints. Now I am told that Sunwing has no record of my complaint and I was advised to file the complaint again with ********************. I did this and there is still no answer.
This is unacceptable. At this point, I would like my trip refunded in full.

Sincerely,

******* *********
Business Response
Date: 05/04/2024
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 12/04/2024

Complaint: ********

I am rejecting this response because ******* *** **** ********** ** ****** ** ******* **** ******* It has been over a month since I requested a call back from a supervisor and initiated this process and they have only asked me to wait… *** ***** * ***** ***** **** ** *** ***********

Sincerely,

******* *********
Business Response
Date: 17/04/2024
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 26/04/2024

Complaint: ********

I am rejecting this response because:
I did as they asked and contacted Sunwing’s post travel department and provided details on the ************ customer service experience I’ve had. * ******** ** ************** **** ******* *** I mentioned that me and my companion didn’t want to go to the resort we ended up at, but due to glitches in their system, Sunwing did not help us to book at the correct destination, and they were unable to change our booking when we tried to make corrections less than 24 hours later. After this, they would not honour the fact that they had agreed to change the booking and asked me to call back because they were having system problems, then told me it would affect my insurance if they made the change.
I alap explained that, ** ********* we did not have a great customer service experience at the resort and I shared some details. To be clear, my complaint is with Sunwing, not the resort. Rather than deal with my complaints about Sunwing, they forwarded my complaint to the resort and advised that the resort is responsible for compensation.
Again, I am not expecting any compensation from the resort and I do not plan to return to that resort, just like I didn’t plan to go there to begin with. It was Sunwing’s fault that we needed up there. Sunwing needs to compensate us for a terrible customer service experience with Sunwing, that led to my companion and me going to a resort we were not happy with.
**** ** ********* ******* ** ****

Sincerely,

******* *********
Business Response
Date: 10/05/2024
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 16/05/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* *********
Initial Complaint
Date:08/02/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My friend and I booked an all-inclusive one week trip to Mexico using the Sunwing website on Dec 3, 2022. Trip departure of Feb 15th, 2023 (booking #*********). To be safe, we opted for their "Worry Free Cancellation" with fee of $49.00 on top of the price of the trip. This was supposed to allow us to cancel "worry free" up to 3 days before the trip. We were told by an agent that if we cancelled 45 days or more before departure, we would be able to get a full refund for our package, less $250/person, which would be returned in the form of a "worry free voucher" which could be used on a future trip with Sunwing. We were told it's done this way because the required down payment on a vacation package with Sunwing is $250.00, so they are basically ensuring you will rebook with them. Seemed reasonable to us. On December 15th, 2022, my friend and I decided to switch our vacation from Mexico to Dominican Republic because we found out that a few of our friends were going there instead. Travel date: Feb 14th, 2023. We cancelled our package to Mexico over the phone and received a partial refund to our credit cards and the rest as $250 voucher each to use for the future (received by email). When we booked the new trip (#*********), we were told we could not apply the voucher as it takes 10 days to activate. We were looking to book another Sunwing vacation this month, and dug up the vouchers in our email only to find out that they put an expiry date of 1 year on them! They expired in Dec 2023.Not once were we informed we only had one year from date of issue to use this. I have emailed and called them several times to escalate and ask for an extension or refund, but they have refused to budge. Sunwing has ******** $500.00 of our money in addition to the $98.00 we each paid for this ********* "worry free cancellation" service. ** *** ********* ***** ** **** *** **** ******* *** ******* **** ** **** ********* ******** ******** *** ** **** *** *** **** ** *** **** **********
Business Response
Date: 09/02/2024
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 09/02/2024

Complaint: ********

I am rejecting this response because:
The policy unreasonable and we were ****** *** misinformed by the agent we spoke to at the time of asking to switch our destination. Given that we were still so far out from the departure date and that we had purchased the insurance, a switch should have been allowed instead of cancelling and rebooking. The agent ****** ** *** told us this was basically the same thing and that we would receive $250 of our payment in a voucher toward a new trip anyway. We accepted because we believed we could use it on the our new booking. When we found out we couldn’t, we did not fight it because we planned to use it on our next trip. Not once was anything mentioned about a strict one year expiry date on this so-called “worry-free voucher”. **** ****** ***** **** *** ***** ** **** ******* *********** ********* **** **** **** * ***** ** **** ******** ****** ** ****** * ********* **** ******* **** ****** ****** **** ***** **** ********* ** **** ****** ****** *** ***** ** ** ******* Keep in mind that we contacted Sunwing not even one month after the expiry date . We are asking for a show of good will from the company to allow this voucher to be extended . You have stated that if we contacted you before it expired , which was in December 2023, you would have extended it. We are a few weeks out here as we contacted you in January. ** *** *** ****** *** *** ***** All we ask is for those $250 vouchers we received to either be extended or to re-issue a new one. *** ****** * ********* **** ************* *** ******* ***** **** ** ***** ********* ** **** **** **** * ***** ******* ********* ******** **** *** **** **** ******* ** ***** ********* ** ******** I’m hoping that Sunwing management team will review this and do the right thing by their customers.
******** ******
Business Response
Date: 16/02/2024
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 21/02/2024

Complaint: ********

I am rejecting this response because:
I have already exhausted my avenues through “Sunwing Cares” customer service email and phone line. I have had numerous communications regarding this matter and have been denied resolution each time by Sunwing customer relations team. I even asked the representative to have my matter escalated to a supervisor or manager to which I was informed she was unable to do so given the nature of my request. So sending me back into an endless queue to which I’ve already been through is not an option. This is why I’m asking for a resolution to be made through here. Again, I’m simply looking for our travel vouchers to be re-issued/extended or to have a refund for the $250 that was ******** taken from both my companion and I. * ** ****** ****** *** ******* ******* ** ***** * ***** ******** ** **** **** **** ****** ********

Sincerely,

******** ******
Business Response
Date: 05/03/2024
The business responded to this complaint but requested that their response not be published.
Customer Answer
Date: 22/03/2024

Complaint: ********

I am rejecting this response because:
As I said, I have already tried to get resolution through Sunwing Cares online and through the phone. Sunwing refuses to assist with this and reimburse the money **** *********** ******** **** ***

You clearly have my contact information along with all the correspondence at your disposal. You could easily reach out to me by email or phone to provide a resolution. You can do that anytime now.

Sincerely,

******** ******
Business Response
Date: 31/03/2024
The business responded to this complaint but requested that their response not be published.
Initial Complaint
Date:12/01/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Saturday, 2023/7/9, my friend and I booked a one-day trip from the hotel to Havana for $75 through the person in charge of Sunwing in Cuba, and paid $150 by credit card on the same day. Scheduled to leave on Tuesday morning, as it says at the top of the itinerary (TUE8:20) However, when I arrived at the hotel on Tuesday morning, I was told that our trip was booked until Wednesday, but we had already returned to Toronto and could not take a day trip. No one paid us money, and no one paid us money for wasting our time. I asked my friends in Toronto to contact sunwing headquarters, and they and the local head of Sunwing were playing ball with each other, with no one willing to take charge. We wasted the day by not going to Havana ?? Wen did not participate in any trip, wasting the day. The sunwing representative sid they will refund us in 2 weeks, and we send him lots of email to follow up, but still haven't get the refund until now, more then 5 month back in Toronto, we ask as sunwing not only refund us but also give us more subsidies
Business Response
Date: 17/01/2024
The business responded to this complaint but requested that their response not be published.Sincerely.
Customer Answer
Date: 17/01/2024

Complaint: ********

I am rejecting this response because:
The sunwing representative has promise that they will refund me and won't response to my email, can you please just directly refund me and not through a representative?
Sincerely,

** ****
Business Response
Date: 24/01/2024
The business responded to this complaint but requested that their response not be published.

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Sunwing Vacations Inc is NOT a BBB Accredited Business.