Sunwing Airlines
Overcharged/service not delivered

When I booked my ticket, I paid an extra $40C for the elite plus service on a champagne getaway, which allows for emergency row seating and an extra 5kg of checked baggage (30kg). My baggage weighed in at 29kg and I was charged an extra $10 per pound ($40) over the normal ticket price for a 25kg baggage allowance. The clerk consulted her coworker and agreed that I was Elite Plus, but still made me pay the $40. Also, there was no priority check-in available and we were made to wait for over an hour and a half until the second security check even opened, which at that time, due to no overseer or cordoned off area, everyone who held any type of ticket at all, rushed through to the second security check, which was another entire nightmare. We were unable to get on our plane until 3 hours after we were told to arrive at the airport, and then learned that the champagne breakfast deal was also a "no-show" as alcohol was not permitted to be served. Why sell an elite plus ticket claiming you will be served champagne (which was much needed at this point!) if you know full well that you will not be serving it. I paid $120 extra for a trip that offered me none of the advertised benefits other than sitting in the emergency row.

Company: Sunwing Airlines
Country: Canada

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