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.
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. You may check the amount of your credit online through My Booking Portal by clicking the COVID19 Credit Balance Checker link. 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.
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.
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 17, 2020 and January 31, 2021; for travel up to December 31, 2021. 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?
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 infants (under two years old), individuals with disabilities and those who can provide a medical certificate certifying that they are unable to wear a face mask for a medical reason. Children between the ages of two and five years are required to wear a non-medical mask or face covering at the time of boarding, during flight and while disembarking, so long as the child is able to tolerate it. Children in this age bracket (or their parents/guardian) must be able to demonstrate they have a mask in their possession when boarding the plane, even if the child is not be able to tolerate wearing the non-medical mask or face covering at that time. There are certain exceptions for children under the age of five 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.
Removable masks / face coverings SHOULD:
Removable masks / face coverings SHOULD NOT:
ü Be made of at least 3 layers*: 2 layers should be made of tightly woven fabric (such as cotton or linen) and between these layers should be a layer of a filter-type fabric
ü Cover the mouth, nose and chin completely and comfortably (without big gaps)
ü Allow for easy breathing
ü Fit securely to the head with ties or ear loops (masks covering a person’s beard or secured around a headwear (e.g. turban) are also considered acceptable)
ü Be comfortable and not require frequent adjustments
ü Be changed as soon as possible if damp or dirty
ü Maintain its shape after machine washing and drying
x Be placed on children younger than 2 years old
x Be placed on anyone who is unconscious
x Be placed on anyone unable to remove them without assistance
x Be placed on anyone with a medical certificate indicating they should not wear a mask
x Be made exclusively of plastic sheeting, lace or mesh, or materials that easily fall apart (e.g., tissues)
x Be shared with others
x Impair vision or interfere with tasks
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.
Some countries have mandatory entry forms that must be filled out before departure. Please check if your destination is listed see below and complete the entry form prior to travel:
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:
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.
Due to new mandatory travel requirements, you must download the ArriveCan App and submit your COVID-19 related information before boarding your flight to Canada. The ArriveCAN mobile app is available on Google Play or the App Store. You can also access the ArriveCan website and complete the required information online. Travellers who do not submit the required information before boarding may be subject to enforcement action and up to a $1,000 fine. Travellers can speak to a Canada Border Services Officer inside the terminal should they wish to have more information. For those travellers without a smartphone or laptop, or who are unable to download the app, paper forms are available at the arrival gate, but use of the App or website is preferred to expedite processing by federal authorities once you arrive in Canada.
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.
How can I check if I was seated close to someone on my flight who tested positive for COVID-19
The Government of Canada lists the flights to and from Canada with confirmed cases on their website. To see if you may have been exposed to COVID-19 during your flight and for additional guidance, click here.
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 visit 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.