Make a Reservation

Services & Routes
 
Q: Where can I view Sunwing's flight schedule?
A: Click here for Sunwing Airlines flights and type in your "departing from" and "going to" cities and your desired travel period in the Search menu. You can find flight options by searching for your preferred route and travel dates. For all other airlines, please visit their website. Click here for a list of other airline websites.
 
Q: Can I fly from one city and return to another? (i.e.: fly from Toronto and return to Montreal)
A: Yes, passengers wanting to fly from one city and return to another can do so. Currently this is applicable for Sunwing Airlines flights between Florida and Canada and flights within Canada. Please contact our Sales Centre for details: 1-877-SUNWING.
 
Q: From which Ontario airports do your vacation trips depart?
A: Aside from Toronto, Ottawa and Thunder Bay, we have expanded its operations and is now offering flights out of the Hamilton, North Bay, Kitchener, London, Windsor, Sudbury, and Sault Ste Marie airports in Ontario. Departure gateway availabilities will vary during certain seasons. Please check our website for your preferred departure gateway.
 
Q: From which Quebec airports do your vacation trips depart?
A: The cities in Quebec we fly from include: Montreal, Quebec City, Sept-Iles, Bagotville and Val-d'Or. Departure gateway availabilities will vary during certain seasons. Please check our website for your preferred departure gateway.
 
Q: From which airports in Western Canada do your vacation trips depart? (i.e.: British Columbia and Alberta)
A: We offer flights from the following cities in British Columbia: Vancouver, Victoria and Kelowna. Departure gateway availabilities will vary during certain seasons. Please check our website for your preferred departure gateway. In Alberta, we operate from the following cities: Calgary and Edmonton.
 
Q: From which airports in the Prairies do your vacation trips depart? (ie: Saskatchewan and Manitoba)
A: We fly from Regina and Saskatoon in Saskatchewan, as well as Winnipeg, Manitoba. Departure gateway availabilities will vary during certain seasons. Please check our website for your preferred departure gateway.
 
Q: From which airports in Atlantic Canada do your vacation trips depart?
A: We fly from Charlottetown Prince Edward Island; Deer Lake, Gander and St. John’s Newfoundland; Halifax Nova Scotia and Saint John, Moncton and Fredericton New Brunswick. Departure gateway availabilities will vary during certain seasons. Please check our website for your preferred departure gateway.
 
Q: From which airports in the United States does Sunwing fly?
A: Sunwing Vacations offers packages from Buffalo, New York with Dominican Wings and Viva Aerobus airlines. Destination availability will vary during certain seasons. Please check our website for your preferred dates.
 
Q: How do I make a connecting flight reservation?
A: We do not offer connecting flights to our vacation trip departure airports however we do fly out of over 35 airports in Canada. If you require a connector to one of these airports, please contact your travel agent. Should a change in the flight schedule occur for your reservation which necessitates a change to your connecting flight(s), you assume the full cost of any additional fees that result. We cannot be held liable for damages or additional fees incurred by passengers due to a missed connecting flight for whatever reason.
 
Q: Can I change and/or cancel my trip?
A: Yes. Flight changes and/or cancellations are subject to certain fees and conditions. For full details, click to view our Terms & Conditions. Our Sunwing Flex travel services are 100% non-refundable and no changes are permitted. We strongly recommend that you purchase travel insurance to provide you with security and protection for your holiday.
 
Q: What services do all passengers receive complimentary on Sunwing Airlines?
A: All passengers on Sunwing Airlines receive a welcome glass of sparkling wine*, non-alcoholic beverages, in-flight audio/visual entertainment including first-run movies. Click here to learn more. Some restrictions apply. *Not available on flights within Canada or to United States. For all other airlines, please visit their website. Click here for a list of other airline websites.
 
Q: Where can I learn more about Sunwing Airlines’ Elite Plus service?
A: In addition to the complimentary services Sunwing Airlines offers on each flight, passengers can now enhance their flying experience with the extra perks included in the Elite Plus Service. Click here to learn more.
 
Q: Where can I find more information about Sunwing Airlines?
A: You may find answers to many of your Sunwing Airline questions in this FAQ. For additional information, please visit flysunwing.com.
 
Q: Where can I learn more about Sunwing Airlines' Optional Services?
A: You can find more information on Sunwing Airlines' Optional Services by clicking here.
 
Q: Where can I learn more about Sunwing Airlines' taxes and fees breakdown?
A: You can find more information on Sunwing Airlines' taxes and fees breakdown by clicking here.
 
Q: Why is my flight delayed?
A: It’s important to us to do everything possible to get your vacation started as soon as possible. Sometimes, airlines do experience delays due to a number of reasons. The most common being weather, aircraft mechanical checks, airport congestion or the late arrival of the previous flight. Regardless, you can rest assured that we and our travel service partners are doing everything we can to minimize your delay. The safety and security of the passengers and employees is the airline’s number one concern.
 
Q: Why do I not receive an immediate answer to a flight delay question?
A: Depending on the nature of the flight delay, the airport representatives may not have an immediate answer as to your revised departure time, however, we ask for your patience, and encourage you to check the airport flight information display screens for the latest available information.

For Sunwing Airlines, you can find the latest info on the Flight Status tab on flysunwing.com or by calling our flight status reconfirmation line at 1-877-978-6946. You can also sign up for Sunwing Airlines flight notifications to ensure that you receive the most up-to-date schedule information sent directly to your phone/email.
 
Q: What is Sunwing Airlines' unaccompanied minor policy?
A: Sunwing Airlines is pleased to provide Unaccompanied Minor (UM) service for children (between 5 - 11 years of age inclusive) for travel on domestic or international flights provided the flight is direct. The cost for the Sunwing Airlines UM service is $50 one way or $100 roundtrip. For more information, click here. For policies on all other airlines, please visit their website. Click here for a list of other airline websites.
 
Q: Are there bassinets on board?
A: There are no bassinets on Sunwing Airlines planes. Infants must ride on the lap of a parent for the duration of the flight unless the infant has a paid seat and is placed on an approved car seat or CARES on the seat. For all other airlines, please visit their website for full information on bassinets. Click here for a list of other airline websites.
 
Q: What is a Sunwing Flex Package?
A: Sunwing Flex packages offer a new way to choose our recommended resorts when a Sunwing Airlines flight is not available. We have packaged a number of airlines with our best resort hotels to make sure you can get away to where you want, when you want! Simply click here and enter the airport city and destination of choice.
 
Q: How do I find out about the services for vacation trips on airlines other than Sunwing Airlines?
A: Visit the website of the airline.
 
Special Needs & Requests
 
Q: Where can I find information on travelling with a mobility aid, wheelchair, or CPAP machine?
A: For information regarding the assistance provided by Sunwing Airlines, please click here. For all other airlines, you may refer to the specific airline website for full information. Click here for a list of other airline websites.
 
Q: I require an oxygen tank while travelling. Can Sunwing accommodate me?
A: Passengers requiring the use of oxygen tank while travelling must notify the Special Services Department specialservices@sunwing.ca at the time the reservation is made. For information pertaining to Sunwing Airlines, click here. For all other airlines, please visit their website for full information. Click here for a list of other airline websites.
 
Q: I require extra care and assistance while travelling. How can I arrange for my needs to be met?
A: Clients who require special services or assistance while travelling are asked to contact the Sunwing Special Services Department (specialservices@sunwing.ca) at the time of booking. For maximum enjoyment of your Sunwing holiday and to ensure that you are well assisted with proper travel arrangements, we request that you advise us of any and all specific needs that you may have. Additional costs may apply for some or all of the services required. Please note that some foreign destinations may not define or provide for wheelchair access in the same fashion that we are accustomed to in Canada.
 
Q: Does Sunwing Airlines allow service animals?
A: For information aboard Sunwing Airlines, please click here. For all other airlines, please visit their website for full information. Click here for a list of other airline websites.
 
Q: Do you allow pets on board Sunwing flights?
A: Unfortunately, Sunwing Airlines is only able to accommodate service animals. For more information, click here. For all other airlines, please visit their website for full information. Click here for a list of other airline websites.
 
Q: I have an allergy. Will Sunwing guarantee an allergen-free environment on-board?
A: For information regarding travelling with an allergy on Sunwing Airlines, please click here. For all other airlines, please visit their website for full information. Click here for a list of other airline websites.
 
Q: I am pregnant. How close to my due date will Sunwing permit me to travel?
A: We recommend checking with your doctor prior to travel. Click here for details about travelling while pregnant on Sunwing Airlines. For all other airlines, please visit their website for full information. Click here for a list of other airline websites.
 
Seat Information
 
Q: What are your seat dimensions?
A: Seating dimensions on Sunwing Airlines:
  • Seat Width: 17" (all seats have the same width)
  • Seat pitch : 29” with an option to upgrade to Elite Plus seats
  • Elite Plus seats have a 35” seat pitch and include up to 39” in the exit rows 15 and 16
Please note that some rows have unmovable armrests. Click here for more information. For all other airlines, please visit their website for full information. Click here for a list of other airline websites.
 
Q: What are your seat belt measurements?
A: Seat belt measurements on Sunwing Airlines:
  • Seat Belt (maximum length): 42"
  • One airline provided seat belt extension is permitted per passenger and is an additional 25”
Click here for more information. For all other airlines, please visit their website for full information. Click here for a list of other airline websites.
 
Q: Can I select my seats after I book?
A: For Sunwing Airlines, you may you may select your seats at time of booking or by visiting "My Booking" portal on Sunwing.ca website. For all other airlines, please visit their website for full information on seat selection. Click here for a list of other airline websites.
 

Booking Your Trip

Finding The Best Deals
 
Q: Why isn't my closest airport featured in your promotions?
A: Sunwing offers an array of vacation packages and air only from over 35 Canadian airports. Certain routes may be featured in promotional material at particular times of the year. Please click here to start planning your holiday.
 
How to Book - Regular, Groups & Cruises
 
Q: How do I make a booking?
A: You can book your Sunwing vacation by searching for your ideal vacation package or flight on our website at sunwing.ca and book directly online. Or you can contact our Sales Centre at 1-877-SUNWING. For our Sales Centre's hours, click here. You can also contact your local travel agent for booking assistance.
 
Q: What documents do I require to travel?
A: Many countries will no longer accept passports which are not valid for 6 months after the return date, nor will they accept passports damaged in any way. Canadian Citizens can contact Global Affairs Canada at www.travel.gc.ca for assistance and citizens of other countries should check with the Tourist Board or Consular Office of the destination which you are intending to visit.
 
Q: How do I book a group vacation?
A: We have special offers for groups of 10 or more people. To receive an automated quote, please visit Groups section of Sunwing.ca, contact our Groups Department by calling 1-877-SUNWING, or send your questions via email to mygroupvacation@sunwing.ca. You can also contact your local travel agent for assistance booking.
 
Q: What documents do I need to book a cruise?
A: You'll need to provide the passport number of all parties in your group in order to make a cruise booking. It is your responsibility to ensure you have the correct documentation to travel to and from the countries you'll be visiting on your cruise.
 
Q: Which credit cards does Sunwing accept for payment?
A: Sunwing accepts only the following credit cards: Visa, MasterCard, and American Express.
 
Q: What are the payment requirements for my Sunwing Vacation?
A: For bookings made within 45 days prior to departure, booked online and for all Sunwing Flex vacation packages, full payment is required at the time of booking. Bookings made made more than 45 days before departure and through our Sales Centre or your travel agent require a $250 per person deposit at time of booking and the remaining payment no later than 45 days before departure.
 
Q: When will my tickets be ready?
A: You can retrieve your electronic documents from our website, sunwing.ca, when the booking is paid in full, maximum within 28 days before your departure (within 24 hours of booking for Sunwing Flex vacation package bookings). E-Docs can be accessed under the "My Booking" portal located in the top right corner of our website sunwing.ca. Note: full payment must be received before your e-documents will be available.
 
Special Requests At The Time Of Booking
 
Q: How can I reserve a specific room type and/or location at my hotel?
A: Hotel requests such as room location and bed type preferences etc. must be made at the time of booking. Sunwing will pass along all special requests to our hotel partners. Please Note: Every effort is made to meet your special requests; however, many are subject to availability and they cannot be guaranteed. We work closely with our hotel partners to meet all of our passenger requests.
 
Q: How do I add a special request for my hotel?
A: Special requests for your hotel should be made at the time of booking. You can access hotel requests in our "My Booking" portal located in the top right corner of our website sunwing.ca.
 
Q: Are special requests guaranteed?
A: Unfortunately special requests cannot be guaranteed, but please be assured every effort will be made to accommodate your specific request.
 
Q: How can I reserve a wheelchair accessible room?
A: Some foreign destinations may not define or provide for wheelchair access in the same fashion that we are accustomed to in Canada. For more information, please contact specialservices@sunwing.ca.
 
Vouchers
 
Q: I have a travel voucher. How can I redeem it?
A: Please refer to the terms and conditions on the travel voucher document for particulars. All travel vouchers must be applied to the final payment on new package holiday bookings. Travel vouchers are not redeemable for cash, are non-transferable, not valid for group bookings and cannot be combined with any other promotional offers.
 

Additional Products

Travel Insurance
 
Q: Does Sunwing offer travel insurance?
A: Yes, we do offer both cancellation and medical travel insurance. For more information on our Sunwing Worry Free travel insurance plans and prices, please click here. Our Worry-Free cancellation waiver offers cancellation coverage up to 3 hours before your travel commences! Remember, with Sunwing's Worry-Free Cancellation Waiver, you may cancel for ANY reason. Yes, ANY reason up to 3 hours prior to departure. The cancellation waiver is not available for Sunwing Flex vacation packages. Please contact our Sales Centre for insurance details. Sunwing strongly recommends that you purchase travel insurance to provide you with security and protection for your holiday.
 
Pre-Purchasing Excursions
 
Q: What excursions does Sunwing offer?
A: To view a list of available excursions by destination, log into "My Booking" on the Sunwing website. Sunwing takes special care in selecting only insured and licensed excursion partners.
 
Q: Why should I pre-book excursions?
A: By pre-booking your excursion, you will secure availability of our most popular excursions and receive the best selection of tours. Also, you won’t have to bring extra money with you on holiday, should this be a consideration. Plus you can purchase your excursion in Canadian dollars. We highly recommend pre-booking excursions, especially during peak travel periods ie: around all statutory holidays and spring school breaks.
 
Q: How do I pre-purchase an excursion?
A: You can pre-purchase an excursion at time of booking, or by logging into "My Booking" portal or clicking here. More about this can be found in the section labelled: While You're on Vacation > After You Land > Booking Excursions in Destination Note: you can also book an excursion in destination with your Destination Representative.
 
Advanced Seat Selection
 
Q: How do I make my seat selection?
A: To make your seat selection for Sunwing Airlines, please go to "My Booking" on our website, or click here. For all other airlines, please visit their website for full information. Click here for a list of other airline websites.
 
Q: How do I pre-book a seat nearest the emergency exit?
A: Sunwing Airlines will accept able-bodied persons including children 12 years of age and older for seating in the emergency exit rows, provided they meet the required criteria. Seats located at the exit rows are not to be occupied by passengers whose presence in those seats could adversely affect the safety of passengers or crew members in the case of an emergency evacuation. For more information about the requirements of being seated near the exits, please click here. To select your Sunwing Airlines seat, click here. For all other airlines, please visit their website for full information. Click here for a list of other airline websites.
 

General Inquiries

Product
 
Q: Before I choose a destination, how can I find out if my passport is valid to enter that country?
A: Please check the website of the government for the destination you are travelling to for passport requirements or call the consulate of the country you are visiting. Many countries will no longer accept passports which are not valid for 6 months after the return date, nor will they accept passports damaged in any way.
 
Q: I have a question about a package or flight on your website. Where can I address my questions?
A: If after browsing through these FAQs you still have a question about a vacation package or flight, please complete the contact form below or call our Sales Centre at 1-877-SUNWING. The hours of operation of our Sales Centre are: Monday – Friday at 8:30 AM – 12:00 AM EST; Saturday and Sundays 8:00 AM – 8:00 PM EST.
 
Pricing
 
Q: How does Sunwing determine its pricing?
A: A number of external factors are involved in the determination of pricing, including fluctuations in supplier rates, foreign currency exchange, fuel prices and insurance costs to name a few. Sunwing constantly reviews its prices throughout the season to accurately reflect the changes to these factors and reserves the right to increase or decrease pricing based on fluctuations to any of these factors. To check our current pricing, please consult your travel agent or click here to visit our website where the most up-to-date price is shown in Step 3 of the booking process.
 
Q: If I find a better price elsewhere, will Sunwing match it?
A: For competitive reasons, Sunwing reserves the right to deny a price match guarantee.
 
Q: Why is there a discrepancy between the advertised price and the price shown in Step 3 of the booking process?
A: The inventory of our travel products and services quickly and constantly change as customers book travel services. Therefore, the prices for such products and services constantly change as well. The terms and conditions which are displayed at the bottom of each of the search pages clearly state: “The prices shown reflect rates of the day and are subject to change at any time without prior notice. To confirm availability and final pricing you MUST proceed to Step 3, by clicking Confirm Price & Availability. The price shown at Step 3 constitutes the final price and prevails over any other price.” The price that you were originally presented with in your search may be different than the confirmed price in Step 3 since the availability and price for your travel product constantly changes. Please note that travel prices can increase or decrease. Whether the price is higher or lower compared to the previous search pages, the final confirmed price is that which is shown in Step 3 of your booking process. Please note that many travel sites offering a broad range of products and services operate this way as well.
 
Q: Do children pay a reduced price?
A: Pricing for children varies from hotel to hotel and package to package. Pricing is found on our website or you may contact our Sales Centre at 1-877-SUNWING or your local travel agent for booking assistance.
 
Q: How are Sunwing's taxes calculated?
A: Taxes are comprised of airport, government and local destination fees and charges plus surcharges IE: fuel and/or currency (if applicable).
 

Packing For Your Trip

Baggage Allowance & Excess Baggage
 
Q: What is Sunwing's baggage allowance policy (weight and size)?
A: For details pertaining to Sunwing Airlines’ baggage allowance policy, click here. You may pre-purchase baggage allowance and pre-purchase a second bag for a Sunwing Airlines flight with our Sales Centre at 1-877- SUNWING and coming soon to our My Booking portal. For all other airlines, please visit their website for full information. Click here for a list of other airline websites.
 
Q: What are the fees associated with overweight baggage?
A: For details pertaining to Sunwing Airline’s overweight and/or oversized baggage policy, click here. You may pre-purchase baggage allowance and pre-purchase a second bag for a Sunwing Airlines’ flight with our Sales Centre at 1-877-SUNWING and coming soon to our My Booking portal. For all other airlines, please visit their website for full information. Click here for a list of other airline websites.
 
Q: Does an infant have a baggage allowance?
A: Infants travelling on Sunwing Airlines who have not purchased a seat are not entitled to a baggage allowance. Parents are allowed one courtesy item such as a stroller, playpen or car seat. Parents may carry a diaper bag in addition to their individual carry-on allowance. For more information on travelling with an infant please click here. For all other airlines, please visit their website for full information. Click here for a list of other airline websites.
 
Carry-Ons & Special Items
 
Q: Does Sunwing allow sporting equipment as carry-on?
A: For details pertaining to Sunwing Airlines’ special items baggage allowance policy, click here. For all other airlines, please visit their website for full information. Click here for a list of other airline websites.
 
Q: Does Sunwing allow a wedding dress as carry-on?
A: Sunwing Airlines has a specially assigned compartment onboard to carefully carry your wedding dress to your destination. Please remember the maximum per person carry on weight allowance is 5 kgs. For additional details to arrange use of the compartment, please contact our Sales Centre: 1-877-SUNWING. For all other airlines, please visit their website for full information. Click here for a list of other airline websites.
 
Q: Is my laptop part of my carry-on allowance of 5 kg?
A: Sunwing Airlines considers laptops and tablets as part of your carry-on allowance. For a definition of what is considered ‘carry-on’ click here. For all other airlines, please visit their website for full information. Click here for a list of other airline websites.
 
Q: What personal items am I allowed to bring on board a Sunwing flight?
A: You are encouraged to bring with you onboard personal items of value such as medication, documents, jewelry, cameras, laptops, etc. as part of their carry-on allowance. For details pertaining to personal items on Sunwing Airlines, click here.
 
Q: Is there a packing checklist that I can follow?
A: Click here for our recommended packing checklist.
 
Q: What type of carry-on baggage is recommended?
A: On Sunwing Airlines, each passenger is permitted one piece in the cabin as carry on, as well as one personal item, and each item must be no larger than 23 x 40 x 51 cm (9 x 16 x 20 in). The weight of your carry on piece cannot exceed 5kg. Soft-sided carry-on baggage is recommended. Bags that are excessively heavy may need to be checked in. Please note that due to mandatory passenger security screening or secondary passenger security screening, passengers may not be permitted to carry liquids, lotions or gels purchased as duty free items onboard as carry-on baggage. Please click here for more information on carry-on baggage. For all other airlines, please visit their website for full information. Click here for a list of other airline websites.
 
Travel Documents
 
Q: What Sunwing travel documents am I required to bring?
A: Travel documents for all Sunwing's programs will not be released until Sunwing has received your full and final payment as per the requirements described elsewhere in these Terms & Conditions. For programs that have been designated as "electronic ticket" programs, your electronic ticket and voucher will be available for printing within 28 days before your departure date. Visit our website under "My Booking" portal to print your electronic ticket and electronic voucher. For all other programs including cruises, exchange voucher(s) will be forwarded to you or your travel agent approximately 14 days prior to your scheduled departure. Your airline ticket(s) will contain conditions as well as the terms of carriage. See below for other documents. Travel Documents for Sunwing Flex Packages will be available in the “My Booking” portal 24 hours after the booking has been confirmed.
 
Q: Where do I find my tickets?
A: Your electronic documents are available on our website within 28 days of departure. E-Docs can be accessed under the "My Booking" portal located in the top right corner of our website. Travel Documents for Sunwing Flex Packages will be available for print 24 hours after the booking has been confirmed.
 
Q: I booked the Sunwing Premium Package but never received my vouchers. Where are they?
A: Your Premium Package vouchers are found in your E-Documents. Please visit "My Booking" portal to locate your E-Docs and retrieve your vouchers.
 
Q: What other documentation is required for travel?
A: It's important to ensure that you have the appropriate personal identification documentation to enter the country you are visiting and to return home. To assist you with this task, you may refer to the Foreign Affairs and International Trade Canada website, click here. For entry to other countries, please contact the Embassy or Consulate of the country.
 
Q: Should I notify the Canadian government that I am travelling abroad before my departure date?
A: Yes. Registration of Canadians Abroad is a free service offered by Foreign Affairs, Trade and Development Canada that keeps you connected to Canada in case of an emergency abroad, such as an earthquake or civil unrest, or an emergency at home. Once you have booked your vacation, sign up here – it’ll only take a few minutes.
 
Q: What is a redress number?
A: To learn more about redress numbers, click here.
 

Health Travel Advice

Health Travel Advice
 
Q: What should travellers expect when vacationing overseas? Are there differences to be aware of in terms of standards and services?
A: It is important to note that different countries adhere to their own regulations and standards for a variety of things including food storage and safety. A good example of this is that, in many countries around the world, from Cuba to the United Kingdom, it is unusual to refrigerate some dairy products or eggs.
While the standard of accommodations, amenities and services differ between countries, customers should expect their resort to be comfortable, clean, safe, and secure. If this is not the case, they should speak to our destination representatives so that we can address the issue.
 
Q: How can I take steps to prevent falling ill while on vacation?
A: When travelling to any destination the best way to prevent illness is by planning ahead and educating yourself on the common illnesses that affect travellers visiting your intended trip. It is recommended that you visit your doctor at least six weeks ahead of your trip to find out what health advice applies to your chosen destination. For some countries you may need to take vaccinations prior to your departure, or it may be unsafe to drink local tap water without purification tablets.
 
Q: How can I find out more about keeping healthy when travelling?
A: We recommend consulting the Centre for Disease and Control and prevention to find out about information while travelling. CDC.gov is CDC's primary online communication channel which also provides users with reliable information on data and statistics on travellers’ health. Do not rely on your provincial health plan to cover all expenses if you get sick or are injured while abroad. Carry details of your insurance with you and obtain a detailed invoice or receipt from the doctor or hospital before your return home.
 
Q: Where can I learn about travel warnings for a country I’m visiting?
A: For general safety advisories travellers should search for their intended destinations on the Country Travel Advice and Advisories page on the Government of Canada’s official website at http://travel.gc.ca/travelling/advisories. For health-specific inquiries The Travel Health Notices section http://travel.gc.ca/travelling/health-safety provides updated warnings listed by the level of severity. For a comprehensive health-specific travel warning list the Centres for Disease Control and Prevention’s website is searchable by destination http://wwwnc.cdc.gov/travel/destinations/list. Sunwing Vacations recommends that all travellers take the time prior to their departure date as well as on the day of departure to educate themselves on their intended destinations.
 
Q: In case of a medical issue prior to travel, does Sunwing offer cancellation protection?
A: Yes, we do offer cancellation protection. For more information on our Sunwing Worry Free travel insurance plans and prices, please click here. Our Worry-Free cancellation waiver offers cancellation coverage up to 3 hours before your travel commences! Remember, with Sunwing's Worry-Free Cancellation Waiver, you may cancel for ANY reason. Yes, ANY reason up to 3 hours prior to departure. The cancellation waiver is not available for Sunwing Flex vacation packages. Please contact our Sales Centre for insurance details. Sunwing strongly recommends that you purchase travel insurance to provide you with security and protection for your holiday.
 
Zika Virus Information
 
Q: For customers considering future travel and are concerned about the impact of Zika on their travel plans, what do you recommend?
A: For customers considering future travel, we strongly recommend they purchase the Sunwing Worry-Free Cancellation Waiver, allowing cancellation coverage for any reason, up to three hours prior to departure or trip cancellation insurance from the travel agent or insurance provider. We also encourage all of our customers to visit our website for valuable health travel advice to ensure they are adequately prepared for their vacation.
 
Q: I am booked to travel to Florida and I am now hearing media reports of an increase in reported Zika cases in the Miami area. I did not purchase the Sunwing Worry-Free Cancellation Waiver or trip cancellation insurance. What options do I have if I no longer want to travel?
A: With recent cases of the Zika virus being reported in Florida and its potential risk to pregnant women, Sunwing Vacations has established a policy to address the concerns of pregnant women and their travel companion who would like to cancel their trip or change the details of their booking. If you booked with Sunwing prior to August 2nd, 2016 for travel to Florida, August 3, 2016 onwards and have not purchased the Sunwing Worry-Free Cancellation Waiver or trip cancellation insurance, and have been advised against traveling to affected areas by their physician, we are requesting that you obtain a medical note. Please email us at zika@sunwing.ca and provide us with your booking number and medical documentation from your health care professional indicating you are expecting and being advised against travel. Upon review of your individual circumstance and provided you have a medical note, Sunwing Vacations will allow you to make changes to your travel plans for no additional fees or cancel your trip for a full refund.
 
Q: Where can I find the most up to date information on the Zika virus?
 

At The Airport

Airport Parking
 
Q: What parking options do I have at the airport?
A: For more information about parking at the airport, click here.
 
Flight Schedule & Notifications
 
Q: How can I find out if my flight has been delayed / cancelled?
A: While flight times are subject to change with or without notice, we will attempt to contact you or your travel agent with all changes. In the event of a change made by a carrier other than Sunwing Airlines, Sunwing Vacations will not be responsible for additional costs for meals, accommodations, lost wages, missed holiday time or any other additional expenses incurred as a result of the change in flight times.
To reconfirm your actual flight time, we recommend that you contact the airline shown on your ticket within 12 hours prior to departure (from Canada and while in your holiday destination). To check your Sunwing Airlines flight status, click here. For Sunwing Airlines airport and flight reconfirmation information, click here. We also recommend that you sign up for Sunwing Airlines Flight Notification Services. For all other airlines, please visit their website for full information. Click here for a list of other airline websites.
 
Q: How do I sign up to receive flight notifications?
A: You can sign up to receive Sunwing Airlines flight notification email on your personal computer or mobile device. Simply provide your email address to sign up for Flight Notification Services and you will receive up-to-the-minute email notifications about you flight status. For all other airlines, please visit their website. Click here for a list of other airline websites.
 
Flight Check-In
 
Q: When should I arrive at the airport?
A: We recommend that you arrive at the airport 3 hours prior to your scheduled departure.
 
Q: When do I need to check-in for my flight?
A: Sunwing Airlines’ check-in begins approximately 3 hours prior to departure and closes 60 minutes prior to departure. In order to allow for airport security congestion, you are required to obtain your boarding pass and present all checked baggage before the 60 minute cut off/check-in deadline. For more information, click here. For all other airlines, please visit their website. Click here for a list of other airline websites.
 
Q: What is web check-in?
A: Sunwing Airline’s web check-in is a fast, simple, and convenient way to check-in for your flight and print your boarding pass from the comfort of your home, office, or elsewhere. Web check-in is available to passengers travelling on Sunwing Airlines from Toronto, Terminal 3 (YYZ), Vancouver Int'l (YVR), Montreal (YUL), Ottawa (YOW), Winnipeg (YWG) and Quebec City (YQB) to all destinations. You can check-in online 4 hours prior to departure. For more information, click here. For all other airlines, please visit their website. Click here for a list of other airline websites.
 
Q: What terminal am I flying out of if I am flying from Toronto?
A: Sunwing Airlines departs from and returns to Terminal 3 in Toronto (YYZ). For other cities or airlines, please check your airport's website. For all other airlines, please visit their website. Click here for a list of other airline websites.
 
Q: What is the Plaza Premium Lounge?
A: The Plaza Premium Lounge is a comfortable airport lounge area in Toronto, Vancouver and Edmonton airports which offers a relaxed and comfortable atmosphere in which to “hang out” before you board your plane. Three hour access to the Plaza Premium Lounge can be purchased in our My Booking portal.
 
Passenger Care Commitment
 
Q: If I experience a flight delay, delayed or missing baggage, or denied boarding due to overbooking, how will Sunwing Airlines assist me?
A: Click here to learn more about Sunwing Airlines' Passenger Care Commitment. For all other airlines, please visit their website for full information. Click here for a list of other airline websites.
 

More Preparation Tips

Duty Free Purchases
 
Q: Can I pre-purchase duty free items?
A: Sunwing Airlines offers duty free items for pre-purchase. To view our catalogue and pre-purchase items, click here.
 
Money & Currency
 
Q: What currency is used in my holiday destination?
A: Check our Destination Travel Guide for this and other important information on your chosen vacation destination.
 
 
Q: How much money should I take?
A: That is entirely up to you. We recommend than you bring sufficient for those special activities (excursions, shopping, etc.) and an emergency credit card just in case you experience an unforeseen expense.
 

After You Land

Destination Representatives
 
Q: What do I do when I land in destination?
A: Once you arrive, please follow the signs for customs and immigration areas and then onwards to the baggage collection area. Once you have your bags, exit the airport secure area. Avoid any individuals soliciting timeshare, ground transportation or local tours. Locate our Destination Representative with the easily identifiable orange shirt and signage. He/she will direct those travelling on a package to your designated hotel transfer bus. Note: Destination Representatives are only located outside of the terminal.
 
Q: If I have any questions or concerns while in destination, who should I contact?
A: With the exception of cities in Canada, United States and Europe, our representatives are stationed locally to offer assistance and liaise with our suppliers to resolve any issues you may encounter during your stay. Please contact them with any questions and bring concerns to their attention immediately. Their goal is to help you make your holiday an enjoyable one. Sunwing's Destination Representatives are available for emergency situations 24 hours a day, 7 days a week. For more details, click here.
 
Q: How do I contact my Destination Representative?
A: Please attend the Welcome Briefing which is held within 24 hours of your arrival or visit the Sunwing destination desk in your hotel or refer to your travel documents for the number to call.
 
Q: What can my Destination Representative help me with?
A: Your representatives can help you with anything and everything while you are in destination. For example, they can help you book an excursion, address any questions or concerns about the hotel or surrounding area, extend your stay or provide information about your flight home.
 
Q: How do I book my a la carte restaurant reservations for my hotel?
A: Please see your Destination Representative for assistance.
 
Booking Excursions In Destination
 
Q: Can I purchase excursions while in destination?
A: Yes, excursions can be purchased while in destination. In order to avoid potential disappointment, we strongly recommend that you only purchase local excursions through your Sunwing Destination Representative. Sunwing takes special care in selecting only insured and licensed excursion partners.
 
Q: Where can I find the list of available excursions while in destination?
A: Your Destination Representative will have a full list of excursions. You can also check this information online by visiting our Destination Travel Guides. Or upon arrival, please ensure you attend the Welcome Briefing.
 
Keeping Safe and Healthy while you are away
 
Q: Who can assist me on the ground should I have a health concern?
A: Sunwing representatives and hotel staff are available to assist our passengers throughout their stay at the resort. In the case that medical assistance is required and the hotel does not have any onsite facilities, you should either contact your Sunwing Representative or the reception and they will advise you as to where the closest medical facility is located. Most doctors speak English and are usually available 24 hours a day.
Should there be a concern around safety or security, it would be escalated immediately so that we could take the necessary actions to support our customers.
We also receive customer survey results on a weekly basis which evaluate resorts and our experienced team of product buyers escalate concerns when they see deterioration in quality or service levels so this can be quickly rectified.
As we acknowledge and investigate customer complaints, we also track them by type and review regularly to catch irregularities and trends. If we had evidence that there were serious ongoing safety concerns at a resort, we would take the necessary actions to provide customers alternative options. Most resorts also submit to regular audits by 3rd party quality assurance testers, which allows us to review their procedures based on unbiased assessments.
 
Q: In the event of a complaint or illness or incident at a Sunwing resort, what steps does the company take to investigate the situation?
A: Sunwing takes all incidents reported very seriously. We take a proactive approach to outbreaks of illness in destination, and regularly monitor any increase in such cases being reported. Should an outbreak or illness occur, Sunwing will work diligently with the destination team to implement measures to contain it. This will include additional hygiene procedures to prevent the spread in the resort and re-booking guests yet to travel to alternative accommodations while it is addressed.
 

Hotels

Check-In/Out
 
Q: What are the hotel check-in and check-out times?
A: The check-in time for most hotels is 3:00 pm and check-out time can be as early as 11:00 am, regardless of your arrival or departure times. Please refer to your E-Docs for check-in and check-out dates as this may differ from your departure and return date. Check-in policies differ by hotel and will therefore vary.
 
Special Requests
 
Q: How do I make a special request for my hotel?
A: Special requests for your hotel should be made at the time of booking. You may visit My Booking on sunwing.ca, call our Sales Centre or your travel agent. Please note that we will make every effort to try to accommodate your request, but special requests cannot be guaranteed.
 
Sunwing Hotels Info
 
Q: Where can I find contact details for certain hotels?
A: For more information about the hotels we offer, please refer to the Travel Guide section on our website. Select your destination and then the hotel you would like to learn more about. You can also find hotel information by using our booking engine to search for that particular hotel.
 

Cruises

Tips, Documents & More
 
Q: Where can I find more information about cruises? (i.e.: required documents, travel tips, cruising with children, etc)
A: For detailed information about preparing for your cruise vacation, click here.
 

Share Your Experiences

Positive Feedback
 
Q: I had a great Sunwing vacation and would like to tell you about it. Whom do I contact?
A: We would love to hear about your trip! Please click here and fill in the Contact Us form.
 
Travel Health
 
Q: Do I need to flag my illness at customs on the return home?
A: Yes. In order to ensure your own wellbeing and comfort as well as the health of others, please inform customs as well as your attending staff (e.g. flight attendants or cruise personnel) of your illness on the return home. By informing customs that you have become sick while away or that your symptoms of an existing condition have become worse while travelling, further medical help and assistance will be made available to you if needed. In addition to providing customs with important health data, informing officials of your illness can also help trained officials to stop the spread of illness especially in busy terminals like airports and other borders. For more information on this and other issues such as sicknesses that arises after the return home please visit http://travel.gc.ca/returning/sick
 
Q: How do I contact Sunwing if I have a concern or issue that I would like to raise after my trip has concluded?
A: For post-travel inquiries and/or complaints, please contact our Customer Relations department at customerservice@sunwing.ca and we will respond to you as soon as possible. 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 internal review to be able to provide the appropriate response based on the circumstances at hand. We appreciate your time and having the details up front will assist us with a faster response to your feedback.
Upon sending your concerns to customerservice@sunwing.ca, you will receive an automated acknowledgment to confirm that your correspondence has been received. Please keep a copy of this acknowledgment and your original email for your records. The Customer Relations team works very closely with our 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 our response time. In urgent circumstances our Sales Centre team can assist you with a follow up. You may reach them at 1-877-SUNWING.
 
Formal Complaints
 
Q: Who do I contact in order to make a formal complaint?
A: For post-travel inquiries and/or complaints, please contact our Customer Relations department at customerservice@sunwing.ca and we will respond to you as soon as possible. We kindly request your patience as we may need to review the circumstance with a third party supplier (ie: hotel), which may take a little time.
 
Q: If I don't want to put my concerns in writing, can I speak with a Customer Service Representative.
A: 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 internal review to be able to provide the appropriate response based on the circumstances at hand. We appreciate your time and having the details up front will assist us with a faster response to your feedback.
 
Q: 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?
A: Upon sending your concerns to customerservice@sunwing.ca, you will receive an automated acknowledgment to confirm that your correspondence has been received. Please keep a copy of this acknowledgment and your original email for your records. The Customer Relations team works very closely with our 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 our response time. In urgent circumstances our Sales Centre team can assist you with a follow up. You may reach them at 1-877-SUNWING.
 

Lost Items

Lost Or Damaged Items
 
Q: Who do I contact regarding a lost item on my flight?
A: For any misplaced items onboard your Sunwing Airlines flight or at the airport, please contact our Sunwing Airlines’ Baggage Department at 1-877-877-1755, option #3. For all other airlines, please visit their website. Click here for a list of other airline websites.
 
Q: How do I make a claim for lost or damaged luggage?
A: For lost, delayed or damaged luggage from your Sunwing Airlines flight, please contact our Sunwing Airlines’ Baggage Department at 1-877-877-1755, option #3. For all other airlines, please visit their website. Click here for a list of other airline websites.
 
Q: Who do I contact regarding an item left at my hotel or in destination?
A: Please send a detailed email to customerservice@sunwing.ca.
 
Q: Upon returning home, I noticed items missing from my suitcase. What do I do?
A: To review our Sunwing’s Liability Limitations, please click here. If this pertains to a Sunwing Airlines flight, please then contact the Sunwing Airlines’ Baggage Department at 1-877-877-1755, option #3. For all other airlines, please visit their website. Click here for a list of other airline websites.
 

General Post-Travel Inquiries

Travel Vouchers
 
Q: I have travel vouchers from a previous booking that are about to expire. Can I request an extension?
A: We understand that sometimes making use of your vouchers prior to their expiry is difficult. If your vouchers are nearing their expiry date and have yet to be used, please contact customerservice@sunwing.ca and we will be happy to review your request.
 
Insurance Claims
 
Q: I am trying to submit a claim with my third party insurance provider and require documentation to substantiate my claim. Is it possible to get an insurance letter from Sunwing?
A: Absolutely! Please send an email to customerservice@sunwing.ca with the information that you require and we will gladly put together an insurance letter for you.