and Sunwing

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Last Post This thread is marked as being about Canada
1. Posted by smarttrave (Budding Member 2 posts) 13y Star this if you like it!

Can you believe it, a vancouver based travel agency: are big liars!!! Along with its affiliate Sunwing. We booked an all inclusive through escapes, with Sunwing as the tour operator.

They changed our flight time without even letting us know!! We didn't know about this till we got to the airport. They changed it so we'd be departing 7 hrs later!! We waited at the airport since 5am!!! The waiting is no problem, but the biggest problem is that we lose out on an entire day of fun in Cuba cuz we'll arrive late in the evening. (Yes, evening, cuz escapes says we'll arrive at 10:00 pm) This is kinda frustrating especially if initially we were supposed to arrive at noon.
They didn't even have the courtesy to tell us about the delay ahead of time, they didn't apologize or show any sympathy. Worst of all, they don't even give us a reason for the flight change.
Anyone planning to book a trip........please choose a different agency if you want your trip to be smooth and enjoyable.

2. Posted by madone (First Time Poster 1 posts) 13y Star this if you like it!

I thought I was the only one frustrated with sunwing!!!! In the summer I booked a trip with them to the Domenican. Somehow they messed up my reservations. I arrived to my resort and it appears there are no reservations under my name. I was very shocked and decided to call Sunwing......they have my confirmation number but somehow they forgot to make my reservations. I waited over 5 hrs in the hotel lobby talking on the phone and with the hotel trying to sort this out.
It appears Sunwing is an amateur company that doesn't know how to plan or provide customer satisfaction.

I am never ever gonna book with Sunwing again!!!

3. Posted by travelover (Respected Member 494 posts) 13y Star this if you like it!

Thank for the heads up, even though I'm from Montreal. I think it's important to let people know about these all-inclusive agencies. I heard that Skyservice had a lot of delays as well, although they're not an agency rather a tour company. The only difference is that they refund the day that you missed in your sunny destination of choice.

4. Posted by Peter (Admin 6600 posts) 13y Star this if you like it!

My only hesitation with this thread is that both of the users are one-time-posters who signed up on the day that this thread was started.. It's hard to know the difference between unscrupulous competitors and unhappy customers. Is there anyone who's been around on the site longer that has used Sunwing or

Cheers, Peter

5. Posted by GregW (Travel Guru 2635 posts) 13y Star this if you like it!

I know lots of people who have travelled with sunwing with no issues. However, there is always problems with air travel, and how the airline and the tour operator handles it is always a make or break customer service moment.

Sunwing itself is just a tour operator. They don't fly the aircraft. Sunwing uses operators Skyservice, Kelowna Air and JetsGo. According to the latest Canadian Air Travel Complaints commissioner, Skyservice and JetsGo are two of the most complained about airlines in Canada (Source). JetsGo is singled out especially as having a bad record by the commissioner.

By the way, if you have complaints with an airline in Canada, check out this FAQ for how to handle it. Air Travel Complaints Commissioners Report

6. Posted by smarttrave (Budding Member 2 posts) 13y Star this if you like it!

Maybe I'm just one of those travelers that so happen to book a package to the wrong place at the wrong time. I'm not saying that all flights from Sunwing/Escapes are bad......but this is what I experienced and just wanna let everyone know about it ahead of time.

Hey Greg, thanks for the link to the airline complaints. I'm definitely gonna send them a message. I agree when they say Jetsgo is at top for complaints. Many ppl still fly with them only cuz its cheap......well with Kelowna flightcraft, I rank it up there with Jetsgo as well.

7. Posted by Sam I Am (Admin 5588 posts) 13y Star this if you like it!

Official response from

Hi all, I have been contacted by regarding this thread and they are keen to post their side of the story. It follows below.


" takes full responsibility for any change or mistake that we make to any vacation package and we do our very best to notify and/or compensate our valued customers. However, there are some situations were changes or mistakes are beyond the control of who is an agent for the tour operators, airlines, hotels and car rental companies. If mistakes and or changes are made by these suppliers we will do our very best to notify and assist our valued customers in these situations.

For example, in this particular situation which has been posted on, changes were made by the airline to the flight departure time. (There is a disclaimer on all airline tickets warning of the possibility of unexpected changes) The airline notified us of the delay to the flight, so we contacted the customer and informed them of this delay. The following day the customers arrived at the airport to find that the flight time had been delayed yet again. Unfortunately was not notified of this second delay therefore we were unable to contact our customers to notify them. Understandably the customer was upset with this delay and complained to us. They demanded an up grade to their hotel as compensation. would love to provide compensation to all its customers in all situations (whether we are at fault or not), but that would not be economically feasible. In certain situations will file an official complaint on behalf of the customer to the party responsible for the problem to try and obtain some form of compensation.

In this situation the individual demanded that we provide the compensation for something that was beyond our control. The unfortunate reality of air travel today is that it can be subjected to many last minute changes made by the airlines and airports. Airlines and airports will change or delay flights because of different situations such as weather conditions, mechanical problems, safety, Air traffic problems and security reasons. In many cases they will provide compensation to those affected when applicable. In this case understands the frustration of the customer and would have been more then happy to file an official complaint to the airline and even the tour operator. Unfortunately the customer demanded that we provide the compensation right then and there. If we were to do this we would be obligated to provide the same compensation to all of our customers who experience the same problem. Like I said before, takes full responsibility for and changes or errors caused by our company. In situations beyond our control, we will gladly assist our valued customers in filing the proper complaints to the proper parties and will do our very best to get some form of satisfaction for their problems. "

Reply sent by Chris Rollinson

Customer Relations


In all fairness towards, I have to say that it is pretty odd that two first time posters who both signed up on the say day offer negative feedback on the same day regarding escapes.

I have never travelled with either of these organizations but with regards to flight changes of course this is something which they can't help. I would never even expect to be notified of a change but check these things before travelling myself generally...

Any thoughts, feedback, comments are more than welcome.


8. Posted by ontariogal (First Time Poster 1 posts) 10y Star this if you like it!

I had to join today to put in my two cents. I travelled with Sunwing from Toronto to Ft. Lauderdale Florida February 21st. It was the worse flight in history. The plane lost cabin pressure, the oxygen masks were depoloyed and not even all in working condition. The passengers were left terrified not knowing if they were going to die. Pilot did not make much of an attempt to tell the passengers what was going. Even after landing the announcement did not entail an appology. The airline sent letters to all passengers, with a very pathetic attempt to claim they were not at fault. I have sent a formal complaint to customer service, and it has gone unanswered for a week. You could not pay me to fly this airline again, and I feel everyone should know how they treat their customers.

9. Posted by bassline (Budding Member 9 posts) 10y Star this if you like it!

I too had to join to add a comment to this thread.

I have used and have never had any problems.

If your flight was delayed, why would you think that should compensate you? They are just an agent, so if anything, you should have complained to Sunwing. They are the ones that run the trip, and deal with the airlines.

Who hasn't been told to call the airport a few hours before to see if there have been delays?

Your comment " are big liars!!!" is nothing short of ridiculous and you should either retract it or at least offer them an apology for your ignorance, because nothing you have said indicates a lie on their part.

Nuff Said!

10. Posted by Isadora (Travel Guru 13926 posts) 10y Star this if you like it!

Interesting that the last two posters joined the website because of this thread, which is over 3 years old (started de. 30, 2004). I'm not quite sure how relevent it is anymore...