My wife and I had a week's "vacation" with 2 of our friends in Cabo San Lucas, Mexico in early November 2012. When arriving in Mexico we discovered that our luggage did not arrive with us. We filed a mishandled baggage report and were advised we should have our luggage within 24 hours. We got to our resort, the Riu Santa Fe, and the Sunwing reps advised us they would call us when our luggage arrived and that they would check into the status for us. We got the impression that the Sunwing reps said what they were supposed to say but that they didn't really care and we didn't feel like we were in capable hands.
The next morning, we went down to check on the status of our luggage and the Sunwing reps had no answers for us and were extremely unhelpful. We got the impression that their only job was to give us the $50/bag/day as lost luggage compensation, and they had no interest in really doing much more other than trying to sell us tours. At this point I decided to contact my mother, who I found out had already heard from the Lost Luggage Department at Pearson International Airport. They had found our luggage but no tags were on either pieces of luggage, so they didn't know where it was supposed to go. It was clear that upon check-in, the Sunwing staff did not properly attach the tags (or possibly didn’t attach them at all) to our luggage. I gave my mother all of our flight information and asked her to contact Sunwing in Toronto on our behalf. By the time Sunwing got our luggage, they were unable to get our luggage to us before returning to Toronto. So, we spent the entire vacation without our luggage.
Prior to this, we continued to receive the same unhelpful service from the Sunwing reps at the Riu Sante Fe. They never once found out any information about our luggage. At one point they even said that on Saturday and Sunday they most likely wouldn't hear anything about our luggage, insinuating that the airport would be closed on a weekend!
What started out as Sunwing just losing our luggage, still continues to be a customer service nightmare. Not only were the Sunwing staff in Mexico horrible to deal with, but upon our return I filed a complaint with the customer service department only to find that the experience was just as bad here. After many emails back and forth with a Sunwing Baggage Coordinator, I finally filed a complaint with the Better Business Bureau. The Sunwing Baggage Coordinator flat out ignored numerous requests for her supervisor's contact information and offered a measly amount of compensation compared to what we spent on our vacation.
The lost luggage was an error that was solely Sunwing's... If we had had a good experience with Sunwing on our vacation even after they lost the luggage, we probably wouldn't have bothered filing a complaint upon returning home. The fact that the bad experience continues after 3 months just baffles me.
Has anyone actually had a good customer experience with Sunwing, if something when wrong on their vacation? Has anyone else gone through a similar experience but had better service, or is Sunwing's customer service bad in general?
I am hoping that my complaint with the Better Business Bureau will resolve the issue, but I'd love to hear from anyone about either a good or bad experience they had with Sunwing.