Sunwing still working to bring stranded passengers home from Mexico

Some smiles but a lot of frustration and anger as passengers on cancelled Sunwing flights return to the airport to retrieve their missing luggage.

By John Marchesan and The Canadian Press

Sunwing Vacations Inc. says it is sending out dozens of recovery flights this week to bring home thousands of passengers stranded in Mexico after winter storms disrupted its operations.

“We continue to navigate unprecedented operational challenges, resulting in a number of ongoing flight delays,” said airline president Len Corrado in a statement.

“We deeply apologize for the impact to our customers’ travel plans over the holiday season.”

The airline said Thursday that it has 40 recovery flights planned this week with 24 expected to be completed by the end of the day.

“It’s another mess, no one’s able to help,” said an exasperated Ghada Safaoui, who came to a cargo warehouse building next to Pearson Airport looking for her missing luggage. “We’re fed up, we’re tired, they’ve ruined our Christmas holidays, they’ve ruined all our plans.”

Safaoui was supposed to fly out on Christmas Day for a vacation to the Dominican Republic but that flight kept getting delayed until it was finally cancelled. She’s been waiting more than three days to retrieve her luggage from the airport after being told it would be available in 24 hours.

“Shame on you Sunwing. We are devastated.”

A number of other travellers who spoke with CityNews expressed similar frustrations.

“There’s just a lack of clear communication,” said Gabriela Gaspar who has been waiting four days to retreive her luggage after her flight to Disney World was cancelled 10 minutes after they had checked into the airport.

“I understand the circumstances but it is incredibly frustrating – it’s been four days without my stuff.”

Another disappointed traveller tells CityNews he waited 45 minutes before being told his luggage was not at the warehouse terminal and would have to come back later.

“Baggage was checked in, they’re not giving it back. We come here today, again, ‘oh it’s not here it’s at the terminal, come back tomorrow.’ Or ‘we’ll ship it to you’ but there’s no timeline.”


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Sunwing said the delays, which began to pile up as it issued widespread flight cancellations because of winter storms, have been difficult to sort out because of displaced crews and airplanes.

While other airlines also experienced disruptions and cancelled flights, Sunwing’s focus on southern vacation destinations means a greater proportion of its travellers were stuck abroad.

Transportation Minister Omar Alghabra said in a statement Wednesday that he was very concerned with the situation at Sunwing and that airlines need to keep passengers informed.

“This ongoing situation is unacceptable. Canadians must receive the information they need to return home safely.”

Sunwing said it is communicating rescheduled flights as they’re confirmed through flight alert notifications and through representatives on the ground.

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