I booked a vacation for my family of 4 (myself, husband, 2 young kids age 7 and 10). I am writing after I tried to submit a claim under flight delay and was told that my claim is invalid. Here are the facts: - My flight was scheduled for July 27 @16:45 - 1st Delay to 21:45 that same day (5 hours later) due to staffing issues - 2nd Delay to 08:00 on July 28 (one day later) due to technical/safety issues Although I can appreciate that the second delay was due to safety, the first delay was due to staffing issues which is unacceptable and within the control of Sunwing. We spent over 5 hours at the airport just waiting with one delay after another. To make matters worse: - After we were offloaded from the unsafe flight, we were required to wait for our luggage which took over an hour - After retrieving our luggage we were required to wait in line for another 1.5 hours in order to get a taxi voucher. By the time we got home, it was almost 1am. - We were required to be back to the airport the following morning by 4:30 am (per their employees). This meant that we got 3 hours of sleep (at most) and this is how our "Wonderful" vacation was to start - We finally got on the flight the following day and upon arrival at the hotel at around 3pm, we were advised that they could not find our room booking. This was strange since I would have expected Sunwing to have advised the hotel of this delay since we purchased a vacation PACKAGE. But it appears that we did not have rooms. It was another 2 hours until we were situated in rooms. As you can tell from the above, our first (but really second day of vacation) was a complete write-off. We were sleep deprived, tired, stressed and in foul moods. Keeping in mind that we went through all of this with 2 young children. We were so exhausted by the time we were in our rooms, that we just slept. That is 2 days of vacation gone. After all of this, Sunwing's response was: Sorry, nothing can be done for you. Had the flight not been delayed in the first place due to lack of staff, we would have found out at 4pm that there were issues and things would never have been as awful as they were. They DO NOT take responsibility for their issues at all. USE ANY OTHER AIRLINE!!!

Customer service with sunwing is horrible. We dealt with a racist lady at the check in counter. We gave our passports and my wife's PR card to the lady who said she was in charge of the flight. She asked us to put our bags on the scale. My bag got put through and the she asked my wife for a marriage certificate. We asked her why and she just said she needed to see our marriage certificate. We asked why again and she just said we cannot board without a marriage certificate. I continued to ask what a marriage certificate had to do with us traveling. We had valid passports and my wife had her PR card and driver's license- all valid and with the correct names, info etc all matching names on all documents.. We have been traveling for 24 years and have never had an issue with any airline or immigration. This was the first time ever traveling with Sunwing. I kept asking why we need a marriage certificate but she would not tell us why. She kept smiling. I was getting angry as all of our documents are valid and correct and we travel all the time and never had an issue. The Sunwing rep then said we could travel to Mexico but she would cancel our return flight and we could find another airline to come back on unless we could provide a marriage certificate. No reason why was given even though we asked several times. We borrowed a phone and got a hold of our son who went to our house to look for our marriage certificate from 24 years ago. Eventually he found it and we were able to get it to the Sunwing rep just in time. She looked at it for 2 seconds and then just said ok. The Sunwing rep who at this point knew we did not have a phone with us and had to borrow one then told us we need a cell phone for our boarding pass. I was angry at this point and told her to show me where it says we need a cell phone to board a flight. After a minute of arguing she said I will print the boarding passes this time but next time will have to charge you for printing them. I could not believe what I was hearing. I told her there will not be a next time with this airline. This racist rep was smiling and laughing the entire time and would not give us a reason for all she put us through.DO NOT FLY SUNWING. I put in a complaint over 3 weeks ago and have had no replys from Sunwing. I guess this is normal business for them. Do yourself a favor and pay a couple of dollars more and fly with a reputable airline. This was not the only issue with Sunwing. Also flight delays. They had no declaration cards with them which delayed us an extra half hour as well as our hotel transfer

Amazing travel line! We booked with them to go to Cuba. Flight went well , service was so cheerful and friendly !! We got all inclusive resort and had the time of our lives ! They helped us with our excursions and had a sun wing rep at our resort to answer all our questions . They were quite affordable