A technical problem has delayed a number of Sunwing Airline flights, blocking some Canadian passengers as the problem makes it difficult to check in and board.
In a statement Monday, a spokesman for the Sunwing Travel Group said the airline’s system provider was experiencing a systemic problem across the network affecting global carriers, including Sunwing flights.
Sunwing’s website shows that almost all flights scheduled for Monday – more than 40 – have been delayed, some by more than 12 hours.
“We sincerely regret the impact this has on our customers’ travel plans and are working diligently with our technology provider to resolve the issue as soon as possible,” the statement said.
Jean-Hug Demers of Boucherville, Que. waiting in the lobby of a Cuban resort with his girlfriend and girlfriends.
The group left Montreal on April 6 for a week in the resort of Paradiso in Varadero, Cuba. They had to return to Canada by the end of the long weekend, while Demers learned that their flight was slow.
Jean-Hughes Demers says he is disappointed with Sunwing’s crisis management. (Kwabena Oduro / CBC)
“I just texted my boss this morning telling him I was coming tonight, but I don’t know now,” he said.
“The hotel was very good for us, but it’s still hot and we want to know what happened.”
Demers says he will continue to try to get some answers.
“Information does not change”
Ann Estabrook said she and her children waited at a Mexican airport for an hour before officials first told them the system had crashed. They were due to fly back to Vancouver early Monday.
“It turned out to be about six hours sitting on the floor at Mexico airport without knowing what was going on,” she said.
“Every time they give us an update, [they say]”I’ll tell you in an hour,” she said. “This has happened six or seven times and the information does not change after that hour.”
Six hours sitting on the floor of an airport in Mexico, unaware of what was happening. “Passenger Ann Estabrook.”
Estabrook says her family’s vacation in Puerto Vallarta, Mexico was the first time she traveled by plane.
“We tried to do something fun as a family and get out, so it was something,” she said. “I think I would [travel] again, just maybe not with Sunwing. ”
Meanwhile, the airline says it is “doing its best” to inform passengers how their flights are affected and encourages passengers with scheduled trips the next day to check the status of their flight before heading to the airport.
He says he also coordinates hotel accommodation and airport transfers with the destination management company.
Knowing your rights
Maintaining a computer system is the responsibility of the airline, said Gabor Lukacs, a passenger rights advocate.
“There may be some really exclusive responsibilities, such as being hacked like accidentally cut Internet cables, but airlines need to have contingencies,” he said.
When a passenger is late or a flight is canceled for reasons that depend on the carrier, he said, the passenger is due not only to food, accommodation and fast transport to their destination, but also to $ 1000 financial compensation for the inconvenience.
“If other airlines are not affected, then Sunwing must buy you a ticket with its own penny for the flights of other carriers,” he said.
Gabor Lukacs, an air passenger rights advocate, says passengers are entitled to up to $ 1,000 in financial compensation if they are late or their flight is canceled for reasons under the carrier’s control. (Andrew Vaughn / Canadian Press)
He also called on passengers to be aware of the lack of transparency of airlines regarding passenger rights.
“You don’t ask the airline about your rights, you tell them about your rights,” he said.
“You find out no matter what your rights are and then submit an informed request to the airline, telling them that these are the things you owe me.”
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