Making a Reservation
Services & Routes
A: Click here and type in your "departing from" and "going to" cities and your desired travel period in the Search menu. You can find flight options by searching for your preferred route and travel dates.
A: Yes, passengers wanting to fly from one city and return to another can do so. Please contact our Sales Centre for details: 1.800.830.1111. Only available for domestic flights and some USA flights.
A: Aside from Toronto, Ottawa and Thunder Bay, Sunwing has expanded its operations and is now offering flights out of the North Bay, Kitchener, London, Windsor, Sudbury, and Sault Ste Marie airports in Ontario. Departure gateway availabilities will vary during certain seasons. Please check our website for your preferred departure gateway.
A: The cities in Quebec that Sunwing flies from include: Montreal, Quebec City, Sept-Iles, Bagotville and Val-d'Or. Departure gateway availabilities will vary during certain seasons. Please check our website for your preferred departure gateway.
A: Sunwing flies from the following cities in British Columbia: Vancouver, Victoria and Kelowna.
Sunwing flies from the following cities in Alberta: Calgary, Edmonton, Winnipeg, Fort McMurray and Grande Prairie. Departure gateway availabilities will vary during certain seasons. Please check our website for your preferred departure gateway.
A: Sunwing flies from the following cities in the Prairies: Regina, Saskatoon and Winnipeg. Departure gateway availabilities will vary during certain seasons. Please check our website for your preferred departure gateway.
A: Sunwing flies from the following cities in Atlantic Canada: Charlottetown, Deer Lake, Fredericton, Gander, Halifax, Moncton, Saint John and St. John's. Departure gateway availabilities will vary during certain seasons. Please check our website for your preferred departure gateway.
A: Sunwing does not offer connecting flights between Canadian cities. Please contact your travel agent. Should a change in the Sunwing flight schedule occur and require you to change your connecting flight(s), you assume the full cost of any additional fees that result. Sunwing cannot be held liable for damages or additional fees incurred by passengers due to a missed connecting flight for whatever reason.
A: Yes. Flight changes and/or cancellations are, however, subject to certain fees and conditions. For full details, click to view our Terms & Conditions.
A: All passengers on Sunwing Airlines receive a welcome glass of champagne, hot in-flight meals, non-alcoholic beverages and snacks, wine with meals, headsets, in-flight audio/visual entertainment including first-run movies and hot towel service. Click here to learn more. Some restrictions apply.
A: In addition to the complimentary services Sunwing Airlines offers on each flight, passengers can now enhance their flying experience with the extra perks included in the Elite Plus Service. Click here to learn more.
A: You may find answers to many of your Sunwing Airline questions in this FAQ. If you require additional information, please visit flysunwing.ca.
A: You can find more information on Sunwing Airlines’ Optional Services by clicking here.
A: You can find more information on Sunwing Airlines’ taxes and fees breakdown by clicking here.
Special Needs & Requests
A: For information regarding the assistance that we provide, please click here. You will be required to complete the Special Services Request Form.
A: Passengers requiring the use of an oxygen tank while travelling must notify the Special Services Department at the time the reservation is made. For more information, click here.
A: Clients who require special services or assistance while travelling must contact the Sunwing Special Services Department at the time of booking. For maximum enjoyment of your Sunwing holiday, and to ensure that you are well assisted with proper travel arrangements, we request that you advise us of any and all specific needs that you may have. Additional costs may be applicable for some or all of the services required. Please note that some foreign destinations may not define or provide for wheelchair access in the same fashion that we are accustomed to in Canada. Please contact specialservices@sunwing.ca for further assistance.
A: For information regarding the assistance that we provide, please click here.
A: Unfortunately, Sunwing Airlines is only able to accommodate service animals. For more information, click here.
A: For information regarding travelling with an allergy, please click here.
A: Sunwing is pleased to provide Unaccompanied Minor (UM) service for children between 5 - 11 years of age inclusive, for travel on domestic or international flights provided the flight is direct. The cost for the Sunwing UM service is $50 one way or $100 roundtrip. For more information, click here.
A: We recommend checking with your doctor prior to travel. Click here for details about travelling while pregnant.
A: There are no bassinets on our planes. Infants will have to ride on the lap of a parent for the duration of the flight.
Seat Information
A: Seat dimensions on Sunwing Airlines:
- Seat Width: 17" (all seats have the same width)
- Seat Pitch: Elite 29" Elite Plus 35", Exit row 39' (row 15 & 16).
- Please note that some rows have unmovable armrests.
A: Seat belt measurements on Sunwing Airlines:
- Seat Belt (maximum length): 42"
- Seat belt extension on Sunwing Airlines
- Only one seat belt extension permitted per passenger
- Seat belt extension (maximum length): 25"
- Seat belt and seat belt extension on Sunwing Airlines
- Combined seat belt and seat belt extension (maximum length): 67"
A: Yes, once you make a reservation, you can select your seats by visiting "My Booking" portal on the website.
Booking Your Trip
Finding The Best Deals
A: Click here to sign up and participate in our "Win a Holiday" contest. Not only will you be subscribing to receive our newsletters, but you'll also have a chance to win a holiday! You can also "like" us on Facebook by visiting facebook.com/SignatureVacations.
A: Sunwing Airlines doesn't fly out of all gateways all year round. During low seasons, Sunwing Airlines only flies out of the major gateways in Canada. The promotions that you see often reflect the gateways available during that particular time of the year.
How to Book - Regular & Groups
A: You can book your Signature vacation by searching for your ideal package or flight on our website at signaturevacations.com and booking directly online. Or you can contact our Sales Centre at 1.800.830.1111. For more information, click here. You can also contact your local travel agent for assistance booking.
A: For group booking inquiries, please contact our Groups Department by calling 1-800-653-4378, or send your questions via email to groups@signaturevacations.com. You can also contact your local travel agent for assistance booking.
A: Signature accepts only the following credit cards: Visa, MasterCard, and American Express.
A: Your electronic documents are available on our website within 28 days of departure. E-Docs can be accessed under the "My Booking" portal located in the top right corner of our website. Note: full payment must be received before your e-documents will be available.
Special Requests At The Time Of Booking
A: Hotel requests such as room location, bed preferences, etc. must be made at the time of booking. Signature will pass along all special requests to our hotel partners. Please Note: Every effort is made to meet your special requests; however, many are subject to availability and cannot be guaranteed. We work closely with our hotel partners to meet all of our passenger requests.
A: Special requests for your hotel should be made at the time of booking. Please call our Sales Centre or include your special request in the Special Request comment box when booking online. This is found at Step 4 of the online booking process.
A: Unfortunately special requests cannot be guaranteed, but please be assured every effort will be made to accommodate your specific request.
A: Some foreign destinations may not define or provide for wheelchair access in the same fashion that we are accustomed to in Canada. For more information, please contact specialservices@signaturevacations.com.
Vouchers
A: Please refer to the terms and conditions on the future travel voucher document for particulars. All travel vouchers must be applied on new package holiday bookings reserved and paid in full at least 45 days prior to departure. Worry-Free vouchers do not have a minimum booking date. Some conditions may apply. Future travel vouchers are not transferrable and cannot be combined with other vouchers.
Additional Products
Travel Insurance
A: Yes, we do offer both cancellation and medical travel insurance. For more information on our travel insurance plans and prices, please click here. Our Worry-Free cancellation waiver offers cancellation coverage up to 3 hours before your travel commences! Remember, with Signature’s Worry-Free cancellation waiver, you may cancel for ANY reason. Yes, ANY reason up to 3 hours prior to departure.
Pre-Purchasing Excursions
A: To view a list of available excursions by destination, log into "My Booking" on the Sunwing website. Sunwing takes special care in selecting only insured and licensed excursion partners.
A: By pre-booking your excursion, you will secure availability of our popular excursions. You won't have to worry about taking extra money should this be a consideration. You can purchase your excursion in Canadian dollars. We highly recommend pre-booking excursions during high season.
A: You can pre-purchase an excursion after making a booking by logging into "My Booking" portal or clicking here. Note: you can also book an excursion in destination with your Destination Representative. More about this can be found in the section labelled: While You're on Vacation > After You Land > Booking Excursions in Destination
Advanced Seat Selection
A: Sunwing Airlines will accept able-bodied persons including children 12 years of age and older for seating in the emergency exit rows, provided they meet the required criteria. Seats located at the exit rows are not to be occupied by passengers whose presence in those seats could adversely affect the safety of passengers or crew members in the case of an emergency evacuation. For more information about the requirements of being seated near the exits, please click here. To pre-book a seat nearest the emergency exit, click here.
General Inquiries
Product
A: Please check the government website for passport details for your chosen destination.
A: If after browsing through these FAQs you still have a question about a vacation package or flight, please complete the contact form below or call our Sales Centre at 1.800.830.1111. The hours of operation of our Sales Centre are: Monday - Friday at 8:30 AM - 9:00 pm EST; Saturdays at 9:00 AM - 6:00 PM and Sundays at 11:00 AM - 5:00 pm EST.
Pricing
A: A number of external factors are involved in the determination of pricing, including fluctuations in supplier rates, foreign currency exchange, fuel prices and insurance costs to name a few. Signature constantly reviews its prices throughout the season to accurately reflect the changes to these factors and reserves the right to increase or decrease pricing based on fluctuations to any of these factors. To check our current pricing, please consult your travel agent or click here to visit our website where the most up-to-date price is shown in Step 4 of the booking process.
A: For competitive reasons, Signature reserves the right to deny a price match guarantee.
A: Occasionally there may be a discrepancy if the shopping or initial pages are being updated. The correct price will display in Step 4 and applied for your payment.
A: Pricing for children varies from hotel to hotel and package to package. Pricing is found on our website or you may contact our Sales Centre at 1.800.830.1111 or your local travel agent for assistance booking.
A: Taxes are comprised of airport, government and local destination fees and charges plus fuel surcharges (if applicable).
Packing For Your Trip
Baggage Allowance & Excess Baggage
A: For details pertaining to Sunwing's baggage allowance policy, click here. You will be able to purchase excess baggage through My Booking portal (coming soon).
A: For details pertaining to Sunwing's excess baggage policy, click here. You will be able to purchase excess baggage through My Booking portal (coming soon).
A: Infants who have not purchased a seat are not entitled to a baggage allowance. Parents are allowed one courtesy item such as a stroller, playpen or car seat. Parents may carry a diaper bag in lieu of their individual carry-on allowance.
Carry-Ons & Special Items
A: For details pertaining to Sunwing's special items baggage allowance policy, click here.
A: We have assigned a special onboard compartment to carry wedding dresses with care to your destination. Our carry on weight allowance is 5 kgs. For additional details to arrange use of the compartment, please contact our Sales Centre: 1.800.830.1111.
A: Yes, laptops are considered to be part of your one bag carry-on allowance.
A: Passengers are encouraged to bring personal items (medication, documents, jewelry, cameras, laptops, etc) in the cabin as part of their carry-on allowance. For details pertaining to personal items, click here.
A: Click here for our recommended packing checklist.
Travel Documents
A: Travel documents for all Signature's programs will not be released until Signature has received your full and final payment as per the requirements described elsewhere in these Terms & Conditions. For programs that have been designated as "electronic ticket" programs, your electronic ticket and voucher will be available for printing 28 days or less prior to the departure date. No electronic tickets and vouchers will be issued prior to 28 days before the departure date. Visit our website under "My Booking" portal to print your electronic ticket and electronic voucher. For all other programs including exchange voucher(s) will be forwarded to you or your travel agent approximately 14 days prior to your scheduled departure. Your airline ticket(s) will contain conditions as well as the terms of carriage. See below for other documents.
A: Your electronic documents are available on our website within 28 days of departure. E-Docs can be accessed under the "My Booking" portal located in the top right corner of our website.
A: Your Premium Package vouchers are found on your E-Docs. Please visit "My Booking" portal to locate your E-Docs and retrieve your vouchers.
A: It's important to ensure that you have the appropriate personal identification documents to enter the country you are visiting and to return home. To assist you with this task, you may refer to the Foreign Affairs and International Trade Canada website, click here. For entry to other countries, please contact the Embassy or Consulate of the country.
At The Airport
Airport Parking
A: For more information about parking at the airport, click here.
Flight Schedule & Notifications
A: While flight times are subject to change with or without notice, we will attempt to contact you or your travel agent with all changes. To reconfirm your actual flight time, we recommend that you contact the airline shown on your ticket within 12 hours prior to departure (from Canada and destination). To check your Sunwing Airlines flight status, click here. For airport and flight reconfirmation information, click here. We also recommend that you sign up for Sunwing Airlines Flight Notification Services.
A: You can sign up to receive flight notification email on your personal computer or mobile device. Simply provide your email address to sign up for Flight Notification Services and you will receive up-to-the-minute email notifications about flight statuses.
Flight Check-In
A: We recommend that you arrive at the airport 3 hours prior to your scheduled departure.
A: Check-in begins approximately 3 hours prior to departure and closes 60 minutes prior to departure. In order to allow for airport security congestion, you are required to obtain your boarding pass and present all checked baggage before the 60 minute cut off/check-in deadline. For more information, click here.
A: Web check-in is a fast, simple, and convenient way to check-in for your flight, choose your seat and subsequently print your boarding pass from the comfort of your home, office, or elsewhere. Web check-in is available to passengers travelling from Toronto, Terminal 1 (YYZ), Vancouver Int'l (YVR), Ottawa (YOW), Winnipeg (YWG), Quebec (YQB) and Montreal (YUL) on Sunwing Airlines flights to all destinations. You can check-in online 4 hours prior to departure. Web check-in is available up to 90 minutes prior to departure. For more information, click here.
A: Sunwing Airlines departs from and returns to Terminal 1 in Toronto (YYZ). For other cities or airlines, please check your airport's website.
A: The Plaza Premium Lounge allows all classes of travellers to start their vacation with a pleasurable experience at the airport. The Plaza Premium Lounge is only available at Toronto (YYZ), Vancouver (YVR) and Edmonton airports and travellers have lounge access for up to 3 hours. Access to the Plaza Premium Lounge can be purchased in the My Booking portal.
More Preparation Tips
Duty Free Purchases
A: To view our catalogue and pre-purchase duty free items, click here.
Money & Currency
A: Check our Destination Travel Guide for this and other important information on your chosen vacation destination.
A: That is entirely up to you. We recommend bringing a sufficient amount for those special activities (excursions, shopping, etc.) and an emergency credit card just in case you experience an unforeseen expense.
After You Land
Destination Representatives
A: Once you arrive, please follow the signs for customs and immigration areas and then onwards to the baggage collection. Once you have your bags, exit the airport secure area. Avoid any individuals soliciting timeshare, ground transportation or local tours. Locate our Destination Representative with the easily identifiable orange shirt and signage. He/she will direct those travelling on a package to your hotel transfer bus. Note: Destination Representatives are only located outside of the terminal.
A: With the exception of US destinations, our representatives are stationed locally to offer assistance and liaise with our suppliers to resolve any issues that may arise during your stay. Please contact them with any questions and bring concerns to their attention immediately, so they can work to ensure you have an enjoyable holiday. Signature's Destination Representatives are available for emergency situations 24 hours a day, 7 days a week. For more details, click here.
A: Please attend the Welcome Briefing, which is held within 24 hours of your arrival or visit the Signature destination desk in your hotel or refer to your travel documents for the number to call.
A: Our representatives can help you with anything and everything while you are in destination. For example, they can help you book an excursion, address any questions or concerns about the hotel, extend your stay or provide information about your flight home.
A: Please see your Destination Representative for assistance.
Booking Excursions In Destination
A: Yes, excursions can be purchased while in destination. We highly recommend booking your excursion only through your Signature Destination Representative at all times. Signature takes special care in selecting only insured and licensed excursion partners.
A: Your Destination Representative will have a full list of excursions. You can also check this information online by visiting our Destination Travel Guides. Or upon arrival, please ensure you attend the Welcome Briefing.
Hotels
Check-In/Out
A: The check-in time for most hotels is 3:00 pm and check-out time can be as early as 11:00 am, regardless of your arrival or departure times. Please refer to your E-Docs for check-in and check-out dates as this may differ from your departure and return date. Check-in policies differ by hotel and will therefore vary.
Special Requests
A: Special requests for your hotel should be made at the time of booking. Please call our Sales Centre, your travel agent or include your special request in the Special Request comment box when booking online. This is found at Step 4 of the online booking process. Please note that we will make every effort to try to accommodate your request, but special requests cannot be guaranteed.
Signature Hotels Info
A: For more information about the hotels we offer, please refer to the Travel Guide section on our website. Select your destination and then the hotel you would like to learn more about. You can also find hotel information by using our booking engine to search for that particular hotel.
Share Your Experiences
Positive Feedback
A: To give a compliment, please click here and complete the form.
Formal Complaints
A: For post-travel inquiries and/or complaints, please contact our Customer Relations department at travelfeedback@signature.ca. Your file will be placed in date order of receipt and we will respond to you as soon as possible. We kindly request your patience as we may need to review the circumstance with a third party (ie: hotel), which can take a little time.
A: We advise all our valued customers to submit their concerns in writing, so we may have a record of the events that transpired in each passenger's own words. Many concerns require some form of internal review to be able to provide the appropriate response based on the circumstances at hand. We appreciate your time and having the details up front will assist us with a faster response to your feedback.
A: Upon sending your concerns to travelfeedback@signature.ca, you will receive an automated reply acknowledging that your correspondence has been received. Please keep a copy of this acknowledgment and your original email for your records. The Customer Relations team works very closely with our suppliers to ensure that all necessary information is gathered prior to responding to your claims. Unfortunately, at times this process can take longer than anticipated, which results in delays in our response time.
Lost Items
Lost Or Damaged Items
A: For any misplaced items onboard your flight or at the airport, please contact our Baggage Department at 1-877-877-1755, option #3.
A: For lost, delayed or damaged luggage, please contact our Baggage Department at 1-877-877-1755, option #3.
A: Please send a detailed email to travelfeedback@signature.ca.
A: To review our Liability Limitations, please click here. Then you can contact our Baggage Department at 1-877-877-1755, option #3.
General Post-Travel Inquiries
Future Travel Vouchers
A: If you haven't received your $50 future travel voucher by email within 4-6 weeks, please email us with your contact details along with your request to customersupport@signature.ca.
A: We understand that sometimes making use of your vouchers prior to their expiry is difficult. If your vouchers are nearing their expiry date and have yet to be used, please contact travelfeedback@signature.ca and we will be happy to review your request.
Insurance Claims
A: Absolutely! Please send an email to travelfeedback@signature.ca with the information that you require and we will gladly put together an insurance letter for you.
