We booked our dream honeymoon vacation with Sunwing expecting the time of our life but instead had a nightmare of a trip. Most unexpected was the response or lack there for assistance and resolution from Sunwing while in Jamaica and upon return to Canada.
We arrived in Jamaica to find our luggage was missing. After filing the required papers regarding the missing luggage, we made our way to the shuttle transfer area. We were told that we were not on the list for transfers to the resort (included in our package). The Sunwing rep at the airport wasn't expecting us so she had to figure out an alternative way to get us to the resort which took almost 5 hours and transfers instead of the 90 minutes we were expecting on one bus. Upon arrival at the resort, we were informed that the honeymoon package (our travel agent called to confirm) was no longer available and also that the resort was at low capacity so only one restaurant would be open. We were also informed that we could not eat in the restaurant because we did not have the appropriate attire since our luggage was missing.
We went to our room and were horrified to find the bathroom in disrepair and had hair all over it. The bed was worn out and the ocean view that we upgraded to from our room was blocked by a cruise ship. Not what you would expect from a 4-4.5 star resort ratings according to Sunwing. The Hotel informed us that they are barely a 3 star.
We requested to be moved to a different resort, it was new and was offered at lower rate which we did not ask to be compensated for, it was the one that we originally wanted to stay at but were convinced by the agent not to go to.
Each day was spent on the phone with Sunwing and with the Sunwing rep at the resort in search of our luggage and attempting to get us moved. 4 days into the trip our luggage was still missing and we were woken early and informed that Sunwing would be moving us. We arrived at the shuttle to find we were not on the list and the Sunwing rep was not available, also the resort had not been informed of our early departure. Finally management of the hotel was able to resolve the check out issue and got us onto the shuttle.
We arrived in Montego Bay where we were dropped off and told to find our own way to the new resort. Upon arrival at the new resort we were still required to meet with the rep daily and did not received our luggaged until the evening of the 6th day (of the 7 day vacation)!
We did not plan on having to spend our own money and time to locate underwear and socks and some t-shirts and considering that we are both very tall as I stand at 6', my husband is 6'6" so finding clothing on a resort island was not easy or inexpensive or quickly managed! We asked Sunwing to extend our trip a few days so that we could enjoy ourselves and relax after a week of frustration but they refused. Upon return to Canada, our luggage arrived torn open!
To date, Sunwing has offered each of us a $100 certificate towards future travel with Sunwing as compensation.
We have repeatedly requested a full refund or credit for future travel of our choice in the amount we spent which was $3500.00.
We travel extensively and I have a serious illness and knowing my limitations we carefully planned for time spent en-route to the resort from the airport, making sure the resort could accommodate my limited diet, etc. This was all verified with Sunwing prior to booking. The extended time spent in the shuttle and the stress of the many problems we faced caused my illness (Systemic Lupus) to flare and I was in such pain!
All this in addition to Delayed flights, long waits at airport with no food or drink. (We also paid extra for no-line luggage, premium seats, pre-boarding which we did not receive.) The plane was so small we had to squish into the seats with our legs pressed into the seat in-front of us. The in flight entertainment did not work. This was the case to and from Jamaica.
We have tried many times to resolve this, even writing the CEO and President of Sunwing after we received no results with Sunwing customer service.
It has been 3 years and after many attempts and various correspondence back and forth, we are about to give up on resolving this matter.
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