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.
I’ve tried emailing and calling, why is it taking so long for someone to get back to me?
We know that it can be frustrating waiting for a reply, and we apologize for the long delays. As you can imagine, we have been inundated with calls and emails from concerned customers. Our focus has been ensuring the safety of all our passengers and staff during this challenging time and bringing Canadians home. All our operations were moved from our head offices in Toronto and Montreal to be home-based in order to keep our employees safe per government recommendations regarding social distancing. Now that our repatriation efforts are completed and we have ensured the safety of our employees, we’re answering your calls and messages as quickly as possible. Please note that all files with departures between March 17th and August 31st are being processed by our finance team as quickly as possible and there is no need to contact us.
I’m scheduled to travel between now and August 31st, 2020 – what do I need to do?
Customers with departure dates for flights or vacation packages between March 17th and August 31st are eligible to receive a future travel credit in the value of the original amount paid. No action is needed from you to receive this. Your original booking number will be the code of your future travel credit. We will communicate formally via the email address we have on file (including group travel bookings). You do not need to contact us. This credit can be redeemed against future travel for travel up to two years from your original departure date to anywhere Sunwing Airlines operates.
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?
Future travel credits are for travel for two years from your original departure date.
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 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 August 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.
Can I still make a future booking?
Of course! Our sales centre and website are fully operational with our schedule for the upcoming summer and winter seasons in place and up to date. Our groups and weddings sales agents are also available to assist with future bookings. We look forward to seeing you back on vacation soon! New bookings can be made on available packages departing from September 1st, 2020 onwards.
Will I be required to have my temperature checked?
As of July 30th, 2020, all passengers are required to undergo a temperature screening prior to boarding flights both to and from Canada. If the temperature taken is 38° Celsius or above, the passenger will not be permitted to board the flight, unless they can provide a medical certificate demonstrating the fever is not related to COVID-19.
Am I required to wear a face mask while travelling or is it optional?
As of April 20, 2020, wearing non-medical face masks or face coverings 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 or covering 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.
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 or face covering regardless of whether or not they’ve been exposed to or recovered from COVID-19.
Can I purchase a face mask at the airport?
No, you should arrive at the airport with a non-medical mask or face covering 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 mask or face covering?
We recommend following the Public Health Agency of Canada’s guidelines around non-medical masks or face coverings.
Will my friends or family be able to enter the airport when dropping me off or picking me up?
Please note that certain airports are restricting access to the airport. Only employees and travellers will be permitted to access the airport, while people who are dropping off or picking up friends and family will be prohibited from entering the airport. There are exceptions for those picking up an unaccompanied minor or assisting an individual with disabilities. We recommend checking your departure or arrival airport's website for more details and information on restrictions.
Is there anything I need to do before I head out on my vacation?
Aside from having a face mask or covering prepared, 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.