Where can I find out more about COVID-19?
Customers are encouraged to consult the destination page on www.travel.gc.ca for the latest travel advice – the Public Health Agency of Canada (PHAC) will continue to adapt advice for travellers based on the latest science available. They should also register with the Government of Canada at www.travel.ca/register prior to travel.
The health and safety of our passengers is our primary concern and we continue to monitor the COVID-19 outbreak closely. We are in close contact with the PHAC and are following their guidelines surrounding this virus.
Why am I receiving a future travel credit instead of a cash refund?
While we initially offered customers booked on our flights a choice between a future travel credit valid for 12 months or a full cash refund, after the announcement of the Government of Canada’s non-essential travel advisory, we adjusted our policy to be aligned with the guidelines published by several government agencies and all other Canadian airlines and tour operators. As a result of government-imposed travel restrictions, we were legally prohibited from operating our flights and were forced to cancel customer bookings. The decision to suspend all flights was made as a last resort, in response to the exceptional circumstances faced across the industry and around the world. All customers who were impacted by these cancellations have been offered a future travel credit. As a further gesture, we have extended the validity of this credit to two years from your original departure date. Once the government-imposed travel restrictions are lifted, we have every intention of providing our customers with the vacations they had planned using the travel credits we’ve issued to them.
What is the future travel credit process and how does it work?
We’ve made the travel credit process quite simple for our customers to redeem. When you are ready to rebook your vacation, your previous booking number is the key to your credit. You will only need to answer security questions to access and apply this credit to your new booking. If you do not use the full amount, it will remain as a credit on file and can be used at a later date.
What is the value of my future travel credit and what can it be used towards?
The future travel credit will be the full amount you paid for your original booking. When your future travel credit is ready, you’ll receive an email outlining the value and how to redeem your credit. Future travel credits can be applied towards any Sunwing Vacation package in any destination, including air only, land only and ancillary products.
Can my future travel credit be used to make purchases on board the aircraft or in destination?
No, purchases can only be made using your future travel credit pre-travel. However, you can use your future travel credit to pre-order your meal, pre-purchase baggage and book an excursion before travelling using My Booking Portal.
How long are future travel credits valid for?
- For original departure dates between March 17th and May 31st, 2020, future travel credits are redeemable up to June 20th, 2022;
- For original departure dates June 1st – August 31st 2020, future travel credits are redeemable up to August 31st, 2022;
- For original departure dates September 1st - October 31st 2020, future travel credits are redeemable up to October 31st, 2022.
Are future travel credits transferrable?
Individual future travel credits are not transferable and must be used by the original purchaser.
I was originally booked on a cruise and received a future cruise credit – can this be redeemed for any travel?
Yes, your future credit can be used for any cruise, package, hotel and destination that Sunwing offers for up to two years from your original departure date.
Do I have to use my future travel credit at the same hotel and destination?
Individual future travel credits can be used for any hotel or destination that Sunwing offers.
What happens if I don’t use the full amount of my future travel credit?
Any remaining balance from your future travel credit will remain on file up to two years from your original departure date. After the expiry date, any unused amount will be forfeited.
What happens if the amount of my new vacation is greater than the amount of my future travel credit?
If the cost of your new vacation is greater than the amount of your future travel credit, the difference will be due at final payment.
Can I use my future travel credit to make a deposit?
Yes, future travel credits can be used towards non-refundable deposits on future bookings.
Can my future travel credit be used towards a group booking?
Yes, individual future travel credits can be used towards the purchase of a group booking.
I paid a $100 administration fee to change my travel. Can I get the fee refunded?
You'll receive the $100 administration fee back as part of your future travel credit.
I purchased the Worry Free Cancellation Waiver – will I receive a refund?
Sunwing’s Worry Free Cancellation Waiver lets you cancel your vacation for any reason up to three hours prior to departure. Depending on when you cancelled, you may be entitled to partial refund in combination with a future travel voucher. Please see our website for full terms and conditions. These partial refunds will be processed as quickly as possible as we continue to work through adjusting thousands of backlogged files. We ask for your patience as we work through our backlog.
What are my next steps if I purchased travel insurance through an insurance provider?
Once you file has been processed, we will let you know via the email address on file indicating the booking has been cancelled. At that point, you can then provide this document to your insurance provider who will guide you through next steps.
I made a deposit on a vacation departing after October 31st – what are my options?
We have adjusted our policy to make it more flexible for you on final payment. We have introduced a new flexible policy where final payments can be provided up to 25 days before the departure date (as opposed to the standard 45 days). By extending our final payment window, you can make a more informed decision about your travel. Please note that all other terms and conditions apply and cancelling will result in the loss of your deposit.
Does Sunwing offer any insurance to cover me during my vacation?
Yes, your Sunwing vacation package or air-only booking now includes complimentary COVID-19 Coverage when you book your all inclusive vacation or Sunwing flight between September 17th, 2020, and October 31st, 2020. For more information and full details visit our COVID-19 Emergency Medical Certificate of Insurance page.
Will I be required to have my temperature checked before travelling?
You will be required to undergo a health assessment. Pre-flight infrared temperature checks are required, and travellers must wear a non-medical face mask over their nose and mouth while at check-in, during the boarding process and during their flight. You may be refused transportation for 14 days if you have an elevated temperature (38 degrees or higher) and do not have a medical certificate confirming it is unrelated to COVID-19. Please refer to the Government of Canada Covid-19 site at www.travel.gc.ca/covid-19-travel for the most up to date information.
Note: All travellers entering Canada are required to provide COVID-19 information to enter the country. This includes providing an appropriate quarantine plan, contact information and self-assessment on signs and symptoms of COVID-19. Download the ArriveCan app from Health Canada mobile application to submit this information before you travel while reducing wait times and limiting physical contact with others at the border.
Am I required to wear a face mask while travelling or is it optional?
As of April 20, 2020, wearing non-medical face masks is mandatory for air travellers as per guidelines established by Transport Canada and the Canadian Air Transport Security Authority (CATSA). Anyone who does not wear a face mask will be denied boarding. There are certain exceptions for children under the age of two years and individuals with disabilities, for more information please visit this link and the Government of Canada website. Sunwing will not be responsible for and will not assume any expense in the event that you are denied boarding. Not wearing a mask could result in a financial penalty of up to $5,000.00.
The country you are visiting may also require that you wear a face mask on arrival at their airport, as well as in public spaces, including at your hotel. Please ensure you are familiar with the restrictions imposed by the local authorities at your destination and at your hotel before travelling.
I’m not showing any symptoms of COVID-19. Do I still have to wear a face mask?
Yes, everyone travelling through Canadian airports must wear a non-medical mask regardless of whether or not they’ve been exposed to or recovered from COVID-19. Not wearing a mask could result in a financial penalty of up to $5,000.00.
Can I purchase a face mask at the airport?
No, you should arrive at the airport with a non-medical mask already in your possession. Most airport stores are currently closed due to provincial and federal regulations and those stores that remain open have extremely limited stock.
What is considered an acceptable form of non-medical face mask?
We recommend following the Government of Canada website around non-medical masks.
Is there anything I need to do before I head out on my vacation?
With travel requirements are changing rapidly as a result of COVID-19, it is your responsibility to regularly check the restrictions put in place by the border authorities of the country you are planning to visit as well as the Government of Canada website at www.travel.gc.ca/travelling/advisories. This includes travel restrictions and self-isolation plans as required under Canadian federal, provincial and territorial jurisdiction.
Travellers may also be subject to health screenings, including temperature checks upon arrival to their holiday destinations, as well as prior to their return flight to Canada. Several countries also require travel entry forms to be completed online or require a negative result from a PCR test prior to arrival. Please ensure that you are familiar with the restrictions imposed by the local authorities at your destination. Sunwing will not be responsible for and will not assume any expense in the event that you are refused entry into your country of destination or denied travel on your return flight due to these restrictions.
There are various measures in place to restrict non-essential travel, including new entry forms or self-quarantine requirements upon arrival. Ensure you are familiar with the restrictions imposed by the local authorities at your destination. For more information review these useful links:
Cayman Islands http://www.exploregov.ky/coronavirus
Costa Rica https://salud.go.cr/
Dominican Republic https://www.godominicanrepublic.com/newsroom/coronavirus/
St Lucia https://www.stlucia.org/en/covid-19/
St Maarten https://stmaartenupdates.com/
For all other countries, please visit IATA (https://www.iatatravelcentre.com/international-travel-document-news/1580226297.htm) for more information about your destination's entry requirements.
Requirements may change so please check these sites regularly for the most up to date information.
While we make every effort to ensure the accuracy of this information, we assume no liability or responsibility for the completeness, accuracy or usefulness of the information. It is the user’s responsibility to validate the information using up-to-date official government guidelines and recommendations.
We strongly recommend that travellers download the Sunwing app. The app offers a wide range of helpful features including real-time updates, 24/7 support, exclusive offers, entertainment and more.
We also recommend that all travellers download the ArriveCan app from Health Canada. This app allows those returning to Canada to input their 14-day isolation or quarantine information, track symptoms, complete self-assessments and more. To save time at the airport, travellers can download the CanBorder eDeclaration app – it operates entirely in airplane mode, once downloaded, and can save you time upon arrival into Canada by allowing you to create a declaration for up to five travellers.
Am I required to purchase local health insurance for the country I am visiting?
Some countries do require you to purchase local health insurance upon arrival. With travel requirements changing rapidly as a result of COVID-19, it is your responsibility to regularly check the entry requirements put in place by the border authorities of the country you are planning to visit.
Are there any travel restrictions within the country I am visiting?
Some countries have implemented local travel restrictions. Since changes are happening rapidly as a result of COVID-19, we strongly recommend that you check for any restrictions put in place by the authorities of the country you are planning to visit.
Are there any curfews in place within the country I am visiting?
Some countries have implemented curfew. With changes happening rapidly as a result of COVID-19, we strongly recommend that you check for any restrictions put in place by the authorities of the country you are planning to visit.
What is my hotel doing to protect me against the COVID-19 virus?
The hotels and resorts that we partner with are working hard to implement changes to ensure the health and safety of both customers and employees. Please our Safe with Sunwing page for more details.
What about my local transfers? Have any extra precautions been put in place to protect me against the COVID-19 virus?
Our local representatives will greet you at the airport wearing face coverings. Sanitation procedures on board transfer vehicles have been updated to the highest safety standards and vehicles are thoroughly cleaned and disinfected after each journey. We have also reduced vehicle capacity to limit the number of people on board and promote social distancing. Please visit our Safe with Sunwing page for more details.
Will local excursion be operating in the destination I am visiting?
Yes, excursions will be available. Our local representatives have implemented new health and safety protocols for our excursion offerings to help you explore your destination with peace of mind and make the most of your getaway. Please visit our Safe with Sunwing page for more details.