Question 1

What do I do when I arrive at my destination airport?

Accepted Answer

On arrival, please follow the signs for customs and immigration areas before heading to the baggage collection area. Show your unique Airport Transfer Pass QR code, which can be saved from the Sunwing App prior to departure, for faster processing through the airport and onto your transfers to your hotel. Once you have your bags, exit the airport from the designated secure area. Please avoid any individuals soliciting timeshare, ground transportation or local tours and locate your Sunwing representative (supported by NexusTours) who will be easily identifiable wearing an orange shirt and holding branded Sunwing and NexusTours signage. They will direct you to your designated hotel transfer bus if included in your vacation package. Please be aware that Sunwing representatives (supported by NexusTours) are normally only located outside of the terminal.

Question 2

If I have any questions or concerns while in destination, who should I contact?

Accepted Answer

Our Sunwing representatives are based locally and able to offer assistance and liaise with our suppliers to resolve any issues you may encounter during your stay. Their goal is to ensure your holiday is as enjoyable and frictionless as possible. Please contact them with any questions and bring any immediate concerns to their attention. They can also be reached 24 hours a day, 7 days a week in case of an emergency. We also recommend that you attend your welcome briefing which is held either in person or virtually within 24 hours of your arrival. This briefing contains vital information about your hotel’s services, restaurants and other amenities. You will also receive cultural information and other tips on how to make the most of your stay. Your representative can help you with booking excursions, addressing any questions or concerns about the hotel or surrounding area, can help you extend your stay if desired or provide information about your flight home.

Question 3

How do I contact my Sunwing representative?

Accepted Answer

You can contact your Sunwing representative through the Sunwing app. A 24-hour contact number is also included on your e-documents. If travelling to one of our U.S. destinations or within Canada, please contact us toll-free at 1-877-786-9464 Mon.-Fri. 8:30 am to 9:00 pm, Sat-Sun 8:00 am to 8:00 pm (all times shown are either Eastern Standard Time or Eastern Daylight Savings Time). Please do not wait until you return home to voice your concerns, as this does not provide us with an opportunity to make things right for you while you are on vacation.

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