We recently took a trip to Santa Clara Cuba and flew with Sunwing. We adhered to the weight allowance and had no problem leaving Toronto headed for Cuba. On our return two weeks later, we unloaded all our toiletries making our luggage weight significantly less. We purchased NOTHING in Cuba because there is nothing to buy there. At the Santa Clara airport, we were told our luggage was 15kg over the allowance (that's almost 40lbs!). They charged us over $300 and threatened if we didn't pay up, we would not be going home. I was appalled! I obviously paid the money and advised the flight attendant upon boarding. He provided me with the email address to lodge a formal complaint which I did the second I arrived home. Not only was I auto-told I would have to wait 6-8 weeks for a response, when I finally did receive the response, I was advised that we get charged this fee for providing champagne flights! Even upon further escalation, I'm being told that the scale is what it is and I have to suffer the consequences. They don't care about their customers at all and didn't seem phased that I was threatened at the airport. Zero compensation, zero remorse and zero understanding.
In this day and age, shouldn't they be providing better customer service? Shouldn't they have entertained the fact that Cuba could have added additional weight to the scale (considering we can't see the entire scale and what they put on it)? NO! They sided with Cuba and said they've never had a problem with them before. I am reading some of these reviews and see this yet another load of crap.
Sunwing is the WORST airline carrier I've ever, EVER been on (and I travel several times throughout the year). On top of that, promises of children's lootbags never came through and upon raising this, was advised this needs to be requested prior to the flight.
The absolute NERVE of this airline! Buyer beware! They'll do anything to make more money. They could care less about their customers. Pay up and be done. I will never fly with Sunwing again and rest assured I will be raising this to all media accessible.