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Passenger Care Commitment
 

Sunwing Airlines understands that your vacation starts the moment you step on the plane. That's why we're committed to providing you with outstanding service throughout your flight experience. From take-off to landing, all passengers onboard Sunwing Airlines are treated to our award-winning inflight service featuring a host of perks. Sunwing Airlines also understands that sometimes unexpected things can happen before you leave on your flight. An expansive insurance program and the Passenger Care Commitment can help manage your expectations when there are changes in your itinerary and scheduled travel plans. We are committed to ensuring you have a seamless experience from take-off to landing, and that is why we have implemented a program that offers you reassurance that we have you, our valued passengers, in mind every step of the way.


 

Delayed or cancelled flights


Sunwing Airlines apologizes for any inconvenience caused by your delayed or cancelled flight. We understand how disappointing a delay can be and will always do our best to prevent or minimize a delay and will only cancel a flight if we absolutely have to.


To help us provide you with better service and on-time departures, we recommend that you check-in at the airline check-in counter three hours prior to your scheduled departure. However, you must check-in prior to the cut-off time which is one hour prior to scheduled departure and be available for boarding at the boarding gate by the deadline shown on your boarding pass. Failure to meet the applicable deadlines may result in the re-assignment of advance seats, cancellation of reservations and denied boarding, and ineligibility for denied boarding compensation.


In the event that we need to advise you of any flight changes prior to your departure from Canada, we require that either you or your Travel Agent provide us with your contact telephone. If you have purchased a flight only with Sunwing Airlines it is your responsibility to advise your Travel Agent or Sunwing Airlines of a telephone number at your destination where you may be contacted in the event that a flight delay or flight change occurs.


We also strongly recommend that you sign up for flight alerts by clicking here.

 

Delay of 4 to 6 hours -  


If a flight is delayed for any reason, we will do everything possible to keep you updated throughout the delay and provide the revised departure time as soon as possible. All passengers will be given a voucher for a beverage, meal or snack, based on the time of day and available services in the airport.


For full details, please refer to our Tariff: Domestic Scheduled Tariff Rule 15A(a) | International Scheduled Tariff Rule 16(a)

 

Delay of 6 to 11 hours -  


If your flight is delayed for any reason, we will do everything possible to keep you updated throughout the delay, and provide the revised departure time as soon as possible. All passengers will be given a voucher for a beverage, meal or snack, based on the time of day and available services in the airport.


To compensate you for missed holiday time, you will also receive a CDN $75 travel voucher (certain restrictions may apply), per person, toward future travel aboard Sunwing Airlines. If you are just beginning your trip to Mexico, the Caribbean or Central America, you may prefer to use the voucher when you arrive toward payment for an excursion with Nexus Tours (reduced values apply).


If your flight is delayed more than eight hours and the delay involves an overnight stay, Sunwing Airlines will provide overnight hotel accommodations (subject to availability) with a meal and round-trip airport transfers. Instead of an overnight hotel stay, you may choose taxi vouchers to travel home if more convenient.


For full details, please refer to our Tariff: Domestic Scheduled Tariff Rule 15A(b) | International Scheduled Tariff Rule 16(b)


 

Delay of 12 hours or more -  


If your flight is delayed for any reason, we will do everything possible to keep you updated throughout the delay and provide the revised departure time as soon as possible. All passengers will be given a voucher for a beverage, meal or snack, based on the time of day and available services in the airport.


For flights departing to the Caribbean, Central America or Mexico from Canada or the USA, you will also be offered a choice of:

  • A CDN $150 travel voucher (certain restrictions may apply) per paying passenger toward future travel onboard Sunwing Airlines, or you may use the voucher when you arrive in your destination toward payment for an excursion with Nexus Tours (reduced values apply), or
  • The option to cancel your holiday and receive a full refund within seven days. Please email customersupport@sunwing.ca to process the refund.

For flights departing from your holiday destination, you will also be offered a choice of:

  • A CDN $150 travel voucher (certain restrictions may apply) per paying passenger toward future travel onboard Sunwing Airlines, or
  • The option to cancel your return air seat and receive a refund equal to the return air seat portion of your holiday. Please email customersupport@sunwing.ca to process the refund.

For full details, please refer to our Tariff: Domestic Scheduled Tariff Rule 15A(b) | International Scheduled Tariff Rule 16(b)

 

Delay while onboard the plane -  


If your flight departure is delayed for any reason while you are onboard the aircraft, we will do everything possible to keep you updated throughout the delay. Beverages and snacks will be served if it is safe and practical to do so. Should the delay exceed 90 minutes, passengers will be allowed to disembark to a departure lounge until departure, provided circumstances permit and it is safe and practical to do so.


For full details, please refer to our Tariff: Domestic Scheduled Tariff Rule 15A(c) | International Scheduled Tariff Rule 16(c)

 

Flight cancellations -  


If your journey is interrupted by a flight cancellation without reasonable notice, you have the option of accepting one of the following remedial choices:

  1. refund of the portion of the ticket price for the unused part or parts of the journey not made, together with, when relevant, transportation to your original city of departure at no extra cost, or
  2. transportation to your original intended destination at the earliest opportunity at no additional cost.

For full details, please refer to our Tariff: Domestic Scheduled Tariff Rule 15(3)(a) | International Scheduled Tariff Rule 15(3)(a)

 

Missed Flight Connections -  


If you miss a connecting flight booked separately with another airline, we regret that we will not be in a position to offer compensation, even if our flight was delayed. In this situation please contact the airline that you booked your flight with for assistance.


For full details, please refer to our Tariff: Domestic Scheduled Tariff Rule 15(6)| | International Scheduled Tariff Rule 15(6)

 

Delayed, damaged or missing baggage or items -  


If your baggage is delayed, damaged or missing, please contact a Sunwing Airlines airport representative and ensure that you file a Property Irregularity Report at the airport, and keep your copy for any subsequent claim. Delayed baggage will be delivered to you as soon as possible and compensation may be provided as set out in the Sunwing Airlines' tariffs. For detailed information on policies and limits of liability for delayed, damaged, misplaced bags or lost items, please click here.


If you are unable to speak with a Sunwing Airlines representative while you are at the airport or if you have questions on delayed, damaged, misplaced bags or lost items after you have left the airport, please contact Central Baggage at 416-776-9978 or toll-free within North America at 1-844-853-3751. If you have questions about a baggage claim you may contact baggage claims at baggageclaims@flysunwing.com.


For full details, please refer to our Tariff: Domestic Scheduled Tariff Rules 11, 15(4) | International Scheduled Tariff Rules 11,15(4)

 

Denied boarding due to overbooking -  


At Sunwing Airlines it is not our policy to oversell flights. In the unlikely event we have an unforeseen overbooking, we will, in the following order:


  1. Remove Sunwing Travel Group employees occupying a seat for personal travel
  2. Request a volunteer(s) and provide a travel voucher
  3. Deny travel to the last person to check-in at the airline counter*, excluding
    1. Passengers travelling due to death or illness of a member of the passenger’s family, or
    2. Unaccompanied minors, or
    3. Passengers who are disabled, or
    4. Elderly passengers

The following options will be presented, if you volunteer not to travel or if you are involuntarily denied boarding:


  1. A seat on the next available Sunwing Airlines flight to the same destination,* or
  2. If reasonable transportation on Sunwing Airlines is not available, Sunwing Airlines will make a reasonable effort to arrange transportation on the services of another carrier or combination of carriers on a confirmed basis in a comparable booking code,* or
  3. Find your own way to your destination and we will provide a refund of the total portion paid for the unused flight segment of the Sunwing Airlines flight.

*If the next available flight is the next day or beyond, hotel accommodation, airport transfers and meals will be provided as required.


For full details, please refer to our Tariff: Domestic Scheduled Tariff Rule 19 | International Scheduled Tariff Rule 19

 

Compensation for Involuntarily Denied Boarding -  


If you have been involuntarily denied travel and have accepted one of the flight options set out above, you may also be entitled to compensation as follows:


  1. No compensation will be provided if the alternative transportation offered is planned to arrive at your destination no later than one hour after the scheduled arrival of your original flight.
  2. For flight options arriving more than one hour after the scheduled arrival of your original flight, compensation will be based on the total fare paid for the air portion of your vacation itinerary as set out in our tariff Domestic Scheduled Tariff Rule 19(c) | International Scheduled Tariff Rule 19(c)(d), unless:
    1. You have not fully complied with our ticketing, cut off times or reconfirmation requirements,
    2. You are not acceptable for transportation under our usual rules or practices,
    3. You are denied boarding because a smaller capacity aircraft was substituted for safety or operational reasons and we took all reasonable measures to avoid the substitution or that it was impossible for us to take such measures, or
    4. You are offered accommodations in a section of the aircraft other than specified in your ticket, at no extra charge.
  3. If you choose not to accept the travel options offered above and accept a refund for unused travel, no compensation shall be provided.

 

Customer Service Contact for Post Travel Concerns -  


For post-travel inquiries, please contact our Customer Relations department at customerservice@sunwing.ca.

 
Other Helpful Resources
Canadian Transportation Agency
If you would like to learn more about your rights as a traveller, please contact the Canadian Transportation Agency.