I am not one who flies very often. Once a year at most. in 2010 I flew with Air Canada. At this time I was allowed to take 2 bags per person (per paying seat). So since my son was only 3 at the time, and had to pay full price. I was making the best of my trip and buying things to take home. Plus my parents with care package items, I loaded up to the most I was allowed to take. Who wouldn't when their on vacation.
So this year, 2011, I fly with Sunwing, I thought great, getting a good deal on flights, when paying full price for a child is outrageous so I thought, yey again I will shop and bring back things I bought while I was on vacation.
I had a few people tell me, with Sunwing you can take 2 bags, but with Air Canada you can now only take 1 per person.
So through my entire trip I bought things, I shopped, I was in Toronto. I live in a rural community in Newfoundland so I was buying things to take home. The night before my flight home, I had my 4 suitcases laid out with the weight scale, and stayed up til midnight getting my suitcases to the right weight of 20 lbs. per bag and even it all out. Even if it was a pound or 2 over, I would have to pay a couple of bucks.
Well I get to the airport the morning of my flight, I meet my common-law sister in-law there so my parents went on home. I get to the check in counter only to come face to face with the person who just got a promotion and was so by the book I was not impressed with the service this woman provided and then told NO you can't have 2 bags each at 20 pounds. You can have 2 bags at 20 pounds together. Who would carry only 20 pounds between 2 bags. People go on vacation to buy things of where they are vacationing, not to worry about how much weight they are taking home.
I was totally mislead by their website and the misrepresentation of their information. They ended up charging me $410.00 for the "extra" weight of $10 per pound over the allowed 20 pounds for the 2 bags.
So here I am standing there with 80 pounds(ish) in total. which comes to the total of $410.00.
I was floored, embarrassed, humiliated, disgusted by learning this information.
Why on god's earth would I put myself in this situation. Every card I tried, interact, credit card, kept saying declined. and I know the money was there. I had such a pounding headache, it took me over an hour to check in.
I was trapped, my parents were on their way home, no cell phones, my flight was leaving soon, my sister-in-law was standing at the side with her 2 kids and my son.
Thank my lucky stars she was able to cover the $410.00 for me.
where in the hell would i come up with $410 on the spot.
After she paid the amount for me, we were so rushed to get a drink and get to our flight, as they threaten that if you are not at the gate more then 1 hour of the departure time, they can refuse you boarding the plane.
And what was worse, was this horrible creature that checked me in was now standing at the gate checking boarding passes. It was like she wanted something started, like she just wanted to throw gas on my fire.
But I was so exhausted, heart torn out, ready to curl up into a ball and cry, this female is standing there smiling away.
The flight was not pleasant either, but when I finally got home, I emailed sunwing to complain about my experience and hoping they had a sense of decency for their customers.
So I received an email response saying 4-6 weeks. So in 6 weeks I received an email from their customer service saying they apologize of course but the weight, and this and that and stuff I do not need to hear about as a customer.
Their response more of less told me to go shove myself.
No assistance or resolution was provided by sunwing. just told me too bad for you.
It is disgusting they can just take money like this. At the check-in desk I felt trapped, I couldn't do anything with my luggage and was not going to throw it out and was not going to leave it in storage at customer service only to be told it is gone or cannot be found.
I will never ever fly with sunwing again. Their customer service is horrible. They treat customers like crap and they just take money like robbers and turn their back on you.
I wonder what people go through that do not understand English. How many other people to they rip off because of their misleading low budget website. it is unprofessional and disgraceful.
I have been trying to contact them with no response.