Passenger Care

Where a flight has been disrupted, you are entitled to means of communication at the airport. Depending on the length of the delay and cause, we may also provide you with refreshments, meals, hotel accommodation and transportation between the airport and place of accommodation. All passengers will be advised of the arrangements for obtaining refreshments, transportation and hotel accommodation by Sunwing Airlines. These provisions apply according to the duration of the expected delay, and/or the recovery time required to provide you alternative travel arrangements.

We will ensure affected passengers are advised of a flight delay or cancellation, and the reason why the delay or cancellation has occurred as soon as it is possible to do so. For day of disruptions, we will also provide you with updated information every 30 minutes until a new estimated departure time or alternative flight has been confirmed. If the status of your departure time changes, we will update you with the new information. Communications will be made through your chosen method (i.e. Flight Alert Subscription) as well as announcements at airports and on our aircraft. If you have not already done so, we recommend you sign up for flight alerts.

Sunwing Airlines does not overbook flights, however there may be unique circumstances where we are unable to accommodate you onboard the aircraft for operational reasons. We will always endeavour to seek volunteers to travel on an alternative flight first, prioritising our passengers requiring extra assistance, and those travelling with family members.

If you have been denied boarding due to a lack of available seats onboard, or kindly volunteered to give up your seat when asked, we will offer you alternative comparable travel arrangements at the earliest opportunity, or at a mutually agreed time and compensation. We will also look after you while you wait by providing access to communication, refreshments, meals and/or transportation & hotel accommodation relevant to your wait time and time of day.

Refunds & Compensation In The Event Of An Involuntary Offload

If the reason for your involuntary offload is within the control of Sunwing Airlines, and it was not due to a safety concern, you may be entitled to compensation. This is also as long as you have complied with Sunwing Airlines terms and conditions and check in requirements. The amount of compensation you may be entitled to is dependent on what time you reach your destination;

1. $900 CAD when arriving at your final destination airport less than 6 hours after your original ticketed time
2. $1,800 CAD when arriving at your final destination airport between 6 and 9 hours after your original ticketed time
3. $2,400 CAD when arriving at your final destination airport more than 9 hours after your original ticketed time

To claim compensation, speak to a Sunwing representative to complete the necessary paperwork at the airport and provide you with written confirmation of the agreed amount. As our airport teams do not have immediate access to funds, compensation payment will be processed within 48 hours. if your new flight arrives at your destination later than anticipated you may be entitled to additional compensation levels as outlined by the Canadian Transportation Agency. You may submit this claim for review, within 1 year from date of travel.

If you do not want us to rebook you on a new flight, you are also entitled to a refund of the unused airfare portion of your ticket. The refunded amount of the ticket you have not used will be refunded via the same method in which it was purchased.

Regrettably, there may be times where we are affected by lengthy ground delays that can be beyond our control. These may be due to severe weather, air traffic control, government operating restrictions, or airport operator issues that cannot be anticipated.

While on board at a Canadian or USA airport, Sunwing Airlines will not permit an aircraft to remain on the tarmac (stands, taxiways) for more than 3 hours without the opportunity for you to disembark. This applies to both departing and to arriving aircrafts. However, if the expected take off time is imminent, or in the event the Captain or Air-Traffic Control determines there is a safety or security-related reason to stop this from happening, or there is no safe workable way to disembark, disembarkation may not be possible.

For flights experiencing a lengthy tarmac delay, Sunwing Airlines will also:

1. Ensure passengers onboard the delayed flight receive notifications from our crew regarding the status of the delay every 30 minutes while the aircraft is delayed, including the reasons for the tarmac delay, if known.
2. Provide adequate food and water if the aircraft remains on the tarmac, unless the pilot-in-command determines that safety or security considerations preclude such service.
3. Permit the use of communication devices (cell phones etc.) for passengers to communicate freely.
4. Ensure that operable lavatory facilities remain available while the aircraft remains on the tarmac.
5. Ensure adequate medical attention is available, if needed, while the aircraft remains on the tarmac.
6. Ensure a comfortable cabin temperature is maintained.
7. Provide passengers information regarding the option to deplane from an aircraft that is at the gate or another disembarkation area with the door open, if the opportunity to deplane actually exists.

In the event your checked baggage is damaged, is not available upon collection at your destination (delayed), or has not been reunited with you after 21 days (Lost), we will refund you any additional fees you paid for your baggage, if:

1. the baggage was not included complimentary as part of your package
2. the bag was purchased in addition to your ticketed amount
3. excess fees were applied to this bag

When a bag is delayed (not available upon collection at your destination), we will offer you the opportunity to purchase essential items necessary for your trip until you have been reunited with your bag.

When a bag has been declared lost (more than 21 days) we will Offer compensation as outlined in the Montreal Convention.

If your bag has been damaged, and this has not been reported at the airport when you arrived, you have 7 days to submit a claim to our Central Baggage Department.

Full information regarding Sunwing Airlines mishandled baggage policy, including how to claim your essential items, refunds or compensation may be found on the back of your property irregularity report, or on the Delayed/Damaged Baggage information pamphlet provided by a Sunwing Airlines representative. Information regarding compensation for loss of baggage is outlined in the Montreal Convention act available on the Canadian Transportation Agency website.

During any flight disruption Sunwing Airlines will keep you informed regarding the status of your delay and notify you of any additional arrangements which may be available to the contact information associated with your reservation. Updates are available on your subscribed method of flight alert notification, on our website, and at the airport.

For delays exceeding 2 hours if you were notified of the disruption 12 hours or less prior to the scheduled departure time indicated on your ticket we will also look after you by providing access to communication, refreshments, meals and/or transportation & hotel accommodation relevant to your wait time and time of day.

For disruptions within Sunwing Airlines control you may also be eligible for alternative travel arrangements made by Sunwing airlines or a refund of your unused portion of your airfare ticket if travelling or the offered travel arrangements no longer serve your purpose of travel. For flights cancelled or delayed more than 3 hours with less than 14 days notice you may also be entitled to the following compensation:

1. $400.00 CAD if your arrival is delayed by more than 3 hours but less than 6 hours as indicated on your original ticket
2. $700.00 CAD If your arrival is delayed 6 hours or more but less than 9 hours as indicated on your original ticket
3. $1000.00 CAD If you flight is delayed by 9 hours or more as indicated on your original ticket

You may choose to select Future Travel vouchers that have no expiry, for a greater value in lieu of cash compensation.

For disruptions outside of Sunwing Airlines control or if the delay or cancellation incurred is necessary for safety reasons you may also be eligible for alternate travel arrangements made by Sunwing airlines or a refund of the unused portion of your airfare ticket if the offered alternative travel arrangements no longer serve your purpose of travel. if notification is received less than 12 hours prior to the scheduled time of departure you may also be entitled to access to communication, refreshments, meals and/or transportation & hotel accommodation relevant to your wait time and time of day.

To claim compensation passengers must submit their claims with the details of their flight. Claims must be submitted 24 hours after the actual time of departure but before the first anniversary of the day on which the flight disruption occurred. Claims will be responded to within 30 days.

Sunwing Airlines will use best efforts to seat Children under the age of 14 as close as possible to their parent / guardian at time of check in. In the event a child under the age of 14 has been separated from their parent or guardian we encourage you to immediately advise one of our airport staff so we can endeavor to accommodate you.

Sunwing Airlines will make every effort possible to follow age dependent proximity seating (unless you select alternative seating arrangements):

1. Children 4 years of age and under to be seated adjacent to a parent/guardian.
2. Children 5 – 11 years old to be seated in the same row, separated by no more than one seat from a parent/guardian.
3. Children 12 - 13 years old to be seated in a row that is separated by no more than 1 row from a parent/guardian.

To confirm specific or preferred seats or rows, we recommend you select them when you book your flight. Please note that a fee will apply when choosing your preferred seats in advance. A fee will also apply if you select Elite Plus seating.

For any concerns or complaints regarding your experience please contact us

If you feel your issue has not been resolved to your satisfaction, you may also contact the Canadian Transportation Agency.

You may claim compensation for inconvenience for disruptions within Sunwing Airlines control. For flights cancelled or delayed more than 3 hours with less than 14 days notice you may be entitled to the following compensation:

1. $400.00 CAD if your arrival is delayed by more than 3 hours but less than 6 hours as indicated on your original ticket
2. $700.00 CAD If your arrival is delayed 6 hours or more but less than 9 hours as indicated on your original ticket
3. $1000.00 CAD If you flight is delayed by 9 hours or more as indicated on your original ticket

You may choose to select Future Travel vouchers that have no expiry, for a greater value in lieu of cash compensation. You may not claim compensation for disruptions outside of Sunwing Airlines control or if the delay or cancellation incurred was necessary for safety reasons.

To claim compensation passengers must submit their claims with the details of their flight. Claims must be submitted 24 hours after the actual time of departure but before the first anniversary of the day on which the flight disruption occurred. Claims will be responded to within 30 days.

For disruptions within Sunwing Airlines control or if the delay or cancellation incurred is necessary for safety reasons you may also be eligible for alternate travel arrangements made by Sunwing airlines or a refund of the unused portion of your airfare ticket if the offered alternative travel arrangements no longer serve your purpose of travel. If notification is received less than 12 hours prior to the scheduled time of departure you may also be entitled to access to communication, refreshments, meals and/or transportation & hotel accommodation relevant to your wait time and time of day.

You may claim compensation for inconvenience for disruptions within Sunwing Airlines control, for flights cancelled or delayed more than 3 hours with less than 14 days notice. Please submit a claim.