Question 1

I had a great Sunwing vacation and would like to tell you about it. Whom do I contact?

Accepted Answer

We would love to hear about your trip! Please click here and fill in the Contact Us form.

Question 2

How do I contact Sunwing if I have a concern or issue that I would like to raise after my trip has concluded?

Accepted Answer

We strongly recommend that you allow us the opportunity to resolve your concern at the time by contacting your Sunwing representative during your vacation. If you have returned home, please  use the Contact us form that is available on our website. Your comments will be sent to a Customer Relations agent for investigation and resolution. Our Customer Relations agents will advocate on your behalf with our suppliers and service providers to ensure legitimate complaints get resolved fairly. During our peak travel season (December to April), it takes time to get responses from hoteliers and other suppliers, so we thank you in advance for your patience while a thorough investigation is conducted which typically can take up to one month.

Question 3

Is there a way I can speed up the resolution time of my post travel complaint?

Accepted Answer

We suggest that when submitting the details of your complaint please include all relevant details along with any supporting documentation, photos, reports, etc. This will assist the agent in advocating on your behalf.

Question 4

If I don't want to put my concerns in writing, can I speak with a Customer Service Representative?

Accepted Answer

We require our customers to submit their concerns in writing so we can obtain an accurate account of the events that transpired and in your own words. As we are representing you with our air and accommodation partners, we don’t want to miss any details during a telephone conversation. Many concerns require some form of an internal review to be able to provide the appropriate response based on the circumstances at hand. We appreciate your time and having the details upfront will assist us with a faster response to your feedback and concerns.

Question 5

I submitted my concerns to Customer Relations, but I haven't heard back yet. How do I find out when I will receive a response?

Accepted Answer

After submitting your concerns at https://www.sunwingcares.ca/hc/en-us, you would have received a confirmation of your claim being processed. To request an update, please reply to the confirmation email received with your request for an update (we kindly ask that you do not copy and paste the email address received in your confirmation, as this will open a new case on your behalf and may delay the claim’s processing time). The Customer Relations team works closely with your vacation partners to ensure that all necessary information is gathered prior to responding to your claims. Unfortunately, at times, this process can take longer than anticipated which could result in delays in the response time. In urgent circumstances, our Sales Centre team can assist you with a follow-up. You may reach them at 1-877-786-9464.

Question 6

How do I submit a post-travel complaint or feedback?

Accepted Answer

Please visit https://www.sunwingcares.ca/hc/en-us and fill out our form.  Your feedback will be processed in priority sequence. We thank you for your patience as we work through all feedback.

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