Jan. 18, 2019 To: Mr. Colin Hunter; CEO, Sunwing Vacations, Andrew Dawson; COO, Sunwing Vacations, Stuart Morris; General Manager of Retail, Sunwing Vacations Fax: [protected] 27 Fasken Drive Toronto, Ontario M9W 1K6 Dear Sirs: I am writing to you in order to have the situation I experienced with your company reviewed. I feel the charges that I incurred were greatly over done and the customer service I received during multiple phone calls was extremely rude, and unhelpful and made my experience extremely stressful. I booked a trip through Sell off vacations for a Sunwing package. I bought the cancellation option. I was travelling with my family consisting of my cousin and his spouse and his 2 children. Previously they were looking into buying a trip on their own and was able to confirm a suite was available for the 4 of them, but did not book it waiting for me. Once I confirmed I could attend, and joined the trip I booked a room with one of my cousins' children and he and his spouse did a booking for him, his spouse and other daughter. This booking was confirmed at the price of $745.00 on January 1, 2019. per person with a reduced fee for the child that was with my cousin. On January 4th had to cancel my trip due to work obligations. On January 4th I called with the presence of my cousin and his spouse after being on hold for 30 min., finally we were told there would be a cost of $600.00 to cancel and my cancellation insurance wasn't really an insurance of such but I was allowed to get a credit for my $745. but was going to be charged an additional $600.00. When I explained this is not actually a cancellation, I was told this is how Sunwing does it, and it's in their fine print, to which I responded this is not accurate advertising and it shouldn't be called cancellation insurance. They seemed to not care about this. After protesting the $600. additional Charge for no valid reason is extremely unreasonable I was told to call customer service and they would be open the next morning. We called first thing in the morning on the 5th to be told there was no customer service available on that day (Saturday), we were put on hold for multiple times for a total of 3 hour and was told they couldn't get through to Sunwing. On another phone we called Sunwing directly and got through in minutes, they said we had to go through Selloff to remedy the issue. We called another agent in selloff to try and get assistance explaining we were on hold for an hour already and we were able to talk to a Sunwing rep immediately. She put us on hold and was very helpful and polite (Mary) to us but said she couldn't help us as we were already working with another agent Yudelsy Lopez, We explained we were not getting anywhere and she was very rude and wouldn't let me speak by constantly interrupting and would not listen to us. Immediately after explaining this Yudelsy Lopez finally called us back. She said now we would have to pay $1600. This is crazy it rose from $600 to $1600 In one night, exactly 10 hours!!!. I was trying to explain to her that there are two options: 1) transfer one adult into my old room so my cousins' child (who is a minor) would have adult accompaniment in the room or 2) transfer this child into her families' room so there would be 4 people now in that suite 2 adults and 2 children. I was told there was not allowed to have 4 people in their suite and there would have to be 2 rooms for my cousins' family. We protested this information as we had seen previously, before I was joining the vacation, that they could booked together, and we have a snap shot of this initial potential booking. We were absolutely told no, this could not happen, and the difference was now $1600. Also, there apparently was no one else we could speak with, no supervisor or manager was ever available to handle this situation further. They said they would do us a ‘favour' by giving us a credit for $745 for the child that was in my room but I would not be reimbursed for that for several weeks, but I better check just in case. So now the difference in vacation in a matter of 10 hours is $110 ($855-$745). Which I now have to pay an additional $855, instead of $600, just to have an adult transferred into my previous room because apparently your suites do not hold 2 adults and 2 children. This is absolutely an exacerbated amount of money for no other reason than to rip the consumer off. I am now out $855. + a $745 credit to cancel a trip with cancellation insurance I bought for another $50.00 for a total of $1650.00 dollars out of my pocket - I'm so glad I bought the cancellation insurance. I paid this amount in order to have the adult transferred into my previous room as to not ruin my cousins vacation. Selloff was actually threatening to cancel everyone's vacation, because a minor couldn't be in the room alone - clearly we know this and why were trying to fix it. They said they would cancel everyone and they would have to call back in and re-book the whole trip at the new prices. I paid the fee of $1600.00 in order for my cousin and his family not to loose their vacation. This was an extremely horrible ordeal, not only was having to spend this crazy amount of money WITH cancellation insurance totally unreasonable but also the customer service experience was the worse I have ever experienced. Below is the number of times and the amount of time we were on hold: We called Friday starting at 8:02pm - 3 phone calls - operator was Elena who told us to call Saturday (the next day) and talk to customer service to resolve this. If I would have know the price in the morning was going to jump $1000.00 I would have paid the initial $600.00 first offered on the 4th - Friday and THERE WAS NOT CUSTOMER SERVICE ON THE SUNDAY. SATURDAY call times were: 11:59 - 8 min 12:10 - 34 min 11:22 - 8 min 10:35 - 38 min 11:14 - 6 min 12:10 - for 34 minutes The majority of the calls on Sunday where with Yudelsy Lopez, she was extremely rude and rarely would let me even speak to tell our story. When I would talk she would interrupt me saying ‘hello, hello'... I want this situation to be reviewed by your management team and discuss if you feel these costs are acceptable to be transferred to your customer. Ideally I would like a full refund considering I bought ‘cancellation insurance'. Again, I have now spent a total of $2395.00 for a vacation I will not be attending ($745 (original cost + $1600 added fee+ $50 cancellation insurance). I really do not feel this is at all reasonable nor would this qualify as an expectation of feeling that you have provided any protection of insurance. If you need further clarification on the events that occurred with this please email me at [protected]@gmail.com, or call [protected]. I would expect a phone call or email to discuss this matter within the next few days at the very latest. Thank you Hope Cecile