Sunwing Inquiry: Appendix 10: All Affected Flights - Notes

Table of contents

Toronto Airport (YYZ) Departures

Flights Original
Date of
Flight
Mitigated Facts  Relevant Issues 
SWG022  15/04/2018

TARMAC DELAY:

  • Some passengers testimonies and Data provided by Greater Toronto Airport Authority indicates a tarmac delay exceeding 90 minutes.
  • Sunwing does not consider this event as a tarmac delay of over 90 minutes according to its criteria.
  • Meal vouchers were available for passengers.
  • Passengers testimonies report communication issues.
SWG026 16/04/2018

MEAL VOUCHERS:

  • Some passengers report they have not received any vouchers.
  • Sunwing states that 365 meal vouchers were made available for this flight and that $20 meal allowance were included with hotel accommodation.

HOTELS:

  • Some passengers report they have not received hotel accommodation.
  • Sunwing states that 80 rooms were blocked at Eaton Chelsea for this flight.

LIMO VOUCHERS:

  • Some passengers report they have not been provided with limo/taxi vouchers.
  • Sunwing states that taxi vouchers were issued and specifies that Airline Limousine invoiced $29,381 to Sunwing for this period.
  • Passengers testimonies report communication issues.
  • Not all passengers were eligible for hotel accommodation and/or limo vouchers as per Sunwing's tariff.
  • Sunwing states that "rooms were blocked" but the number of rooms used remains undetermined.
  • Sunwing reports that $29,381 were invoiced by Airline Limousine "for this period" but it remains unknown whether this applies only to flight.
  • Sunwing does not dispute baggage incidents.
SWG030  15/04/2018  
  • Meal vouchers were available for passengers.
  • Passengers testimonies report communication issues.
SWG068 16/04/2018  
  • Meal vouchers were available for passengers.
  • Passengers testimonies report communication issues.
  • Sunwing does not dispute baggage incidents.
SWG218  15/04/2018

DRINKS DURING TARMAC DELAY:

  • Some passengers report they have not received water to drink.
  • Sunwing states that 2 services of water were provided; The first at 22:57 and a second aroud 01:30.
  • Passengers testimonies report communication issues and multiple gate changes.
  • Meal vouchers were available for passengers.
  • With regard to tarmac delay, boarding time was 22:02 and deplaning took place around 02:52.
  • Deplaning was not offered since it was the sole intention of the pilot after the failure of the flight plan; Pilot was then awaiting a gate.
  • Snacks were not provided; Sunwing states that it was considered but as engines were running they could not offered. Sunwing also state that there was not enough on board.
  • Hotel accommodation were not made available; Sunwing states hotels were unavailable.
  • Taxi and/or limo vouchers were not issued for this flight.
  • Sunwing does not dispute baggage incidents.
SWG271  15/04/2018

TARMAC DELAY:

  • Some passengers testimonies indicate a tarmac delay exceeding 90 minutes.
  • Undetermined if Sunwing considers this event as a tarmac delay of over 90 minutes according to its criteria. However they reported that "PAX on board for 2hrs & then offloaded due to lack of Swissport staff to load the aircraft, and adverse weather".
  • Meal vouchers were available for passengers.
  • Passengers testimonies report communication issues and multiple gate changes.
  • With regard to tarmac delay, boarding time was 12:25 and deplaning took place around 14:45.
  • Unknown if deplaning was offered during tarmac delay (if applicable).
  • Snacks and drinks were not provided during tarmac delay (if applicable).
SWG302 14/04/2018

MEAL VOUCHERS:

  • Some passengers report that they have not received any vouchers.
  • Sunwing states that meal vouchers were made available for this flight after deplaning.

DRINKS DURING TARMAC DELAY:

  • Some passengers report they have not received water to drink.
  • Sunwing states that one water service was provided (detailed in report)

SNACKS DURING TARMAC DELAY:

  • Some passengers report they have not received any snack or food
  • Sunwing states that food was offered to people who request it.
  • This flight is detailed in the Inquiry report.
  • Passengers testimonies report communication issues.
  • With regard to tarmac delay, boarding time was 17:27 and deplaning took place around 00:30.
  • Option of deplaning was offered by the pilot however later than the 90 minutes threshold.
  • It remains unknow if food was provided until depletion during tarmac delay.
  • Hotel accommodation were not made available; Sunwing states hotels were unavailable.
  • Taxi and/or limo vouchers were not issued for this flight.
SWG406  15/04/2018

TARMAC DELAY:

  • Some passengers testimonies indicate a tarmac delay exceeding 90 minutes.
  • Sunwing does not consider this event as a tarmac delay of over 90 minutes according to its criteria.
  • Data provided by Greater Toronto Airport Authority does not indicate a tarmac delay exceeding 90 minutes (point towards a delay of 51 mins).
  • Passengers testimonies report communication issues.
  • Meal vouchers were available for passengers. However some passengers testimonies indicate they only received 1 voucher of 15$ for the entire delay; Sunwing states that 277 meal vouchers were made available for this flight
  • Hotel accommodation were not made available; Sunwing states hotels were unavailable.
  • Taxi and/or limo vouchers were issued for this flight.
  • Sunwing does not dispute baggage incidents.
SWG410  15/04/2018

911 CALLS:

  • Two passengers state that others called 911.
  • Peel Regional Police database does not indicate such calls.
  • Passengers testimonies report communication issues and multiple gate changes.
  • 20$ meal vouchers were available for passengers.
  • The aircraft was parked at a remote stand and customers were being bussed from the main terminal. At one point some passengers waited around 45 minutes in buses on the tarmac only to be shuttled back to terminal.
  • Hotel accommodation were not made available; Sunwing states hotels were unavailable.
  • Taxi and/or limo vouchers were issued for this flight.
  • Sunwing does not dispute baggage incidents.
SWG412 16/04/2018  
  • Passenger testimony report communication issues and multiple gate changes.
  • 20$ meal vouchers were available for passengers.
  • The aircraft was parked at a remote stand and customers were being bussed from the main terminal. At one point some passengers were carried in buses on the tarmac only to be shuttled back to terminal.
  • Sunwing does not dispute baggage incidents.
SWG420 16/04/2018

HOTELS:

  • One passenger reports they have received hotel accommodation.
  • One passenger does not specify but testimony suggests that hotel accommodation was not provided.
  • Passengers testimonies report communication issues and multiple gate changes.
  • 20$ meal vouchers were available for passengers. However some passengers testimonies indicated that it might have been the only vouchers issued for the entire delay.
  • Not all passengers were eligible for hotel accommodation and/or limo vouchers as per Sunwing's tariff.
  • Unknown if taxi and/or limo vouchers were issued for this flight.
  • Sunwing does not dispute baggage incidents.
SWG436  15/04/2018

MEAL VOUCHERS:

  • Some passengers report they have not received 15$ or 20$ meal vouchers.
  • Other passengers report they haven't received any vouchers.
  • Sunwing states that 408 meal vouchers were made available for this flight.
  • Passengers testimonies report communication issues and multiple gate changes.
  • Hotel accommodation were not made available; Sunwing states hotels were unavailable.
  • Sunwing statess that taxi and/or limo vouchers were issued for this flight.
  • Sunwing does not dispute baggage incidents.
  • Sunwing reports that a water leak was detected after boarding and the aircraft had to be deplaned.
SWG442 17/04/2018  
  • Meal vouchers were not available for passengers; Sunwing states that at 15:01 meal vouchers were authorized to be distributed throught the flight delay notification but didn't seem to have reach the gate.
  • Passengers testimony report communication issues.
SWG511 17/04/2018

DELAY:

  • One passenger reports they borded the plane 4 hours later.
  • Data provided by Sunwing indicate the delay was 03:51.
  • Data provided by the Greater Toronto Airport Authority cannot be used to corroborate.
  • Meal vouchers were available for passengers.
  • Passengers testimony report communication issues.
SWG513  16/04/2018

MEAL VOUCHERS:

  • Meal vouchers were made available for passengers; However one passenger reports they only got distributed after 12 hours.
  • Sunwing states that 162 meal vouchers were made available for this flight.
  • Passengers testimonies report communication issues and multiple gate changes.
  • Sunwing does not dispute baggage incidents.
SWG515  15/04/2018  
  • Passengers testimonies report communication issues and multiple gate changes.
  • Meal vouchers were available for passengers.
  • Sunwing does not dispute baggage incidents.
SWG535 16/04/2018  
  • Passengers testimonies report communication issues.
  • Sunwing indicated that deplaning was not offered during tarmac delay.
  • Snacks and drinks were not provided during tarmac delay.
  • Sunwing does not dispute baggage incidents.
SWG600  16/04/2018  
  • Passengers testimony report communication issues.
  • Meal vouchers were available for passengers.
  • Hotel accommodation was made available for this flight.
  • Taxi and/or limo vouchers were issued for this flight.
SWG620  16/04/2018  
  • Passengers testimonies report communication issues.
  • Meal vouchers were available for passengers.
  • Sunwing states that hotel accommodation was made available for this flight.
  • Taxi and/or limo vouchers were issued for this flight.
SWG626  15/04/2018

MEAL VOUCHERS:

  • Some passengers report they have not received any meal vouchers.
  • Sunwing states that 197 meal vouchers were made available for this flight.
  • Passengers testimony report communication issues.
SWG642  18/04/2018

MEAL VOUCHERS:

  • Some passengers report they have not received any meal vouchers.
  • Sunwing states that 213 meal vouchers were made available for this flight.
  • Passengers testimonies report communication issues.
SWG680 16/04/2018  
  • Passengers testimony report communication issues and baggage issues.
  • Sunwing does not dispute baggage incidents.
SWG682  17/04/2018  
  • Passengers testimonies report communication issues and multiple gate changes.
  • Meal vouchers were available for passengers; Sunwing states that 343 meal vouchers were made available for this flight.
SWG684  15/04/2018

MEAL VOUCHERS:

  • Meal vouchers were made available for passengers; However some passengers report they only got distributed after 14 or 20 hours.
  • Sunwing states that 329 meal vouchers were made available for this flight.
  • Passengers testimonies report communication issues and multiple gate changes.
  • Hotel accommodation were not made available; Sunwing states hotels were unavailable.
  • Unknown if taxi and/or limo vouchers were issued for this flight.
  • Sunwing does not dispute baggage incidents.
SWG684 17/04/2018

HOTELS:

  • One passenger reports hotel accommodation was denied.
  • Passengers testimonies report communication issues.
  • Meal vouchers were available for passengers.
  • Not all passengers were eligible for hotel accommodation and/or limo vouchers as per Sunwing's tariff.
  • Taxi and/or limo vouchers were issued for this flight.
SWG706  16/04/2018

TARMAC DELAY:

  • A passenger's testimony indicate a tarmac delay exceeding 90 minutes.
  • Sunwing does not consider this event as a tarmac delay of over 90 minutes according to its criteria.
  • Data provided indicate the aircraft was push-back at 12:42 approx 1:45 after boarding, and took-off at 13:10.
  • Passengers testimony report communication issues and multiple gate changes.
  • Meal vouchers were not available for passengers.
  • Unknown if deplaning was offered during tarmac delay (if applicable).
  • Snacks and drinks were not provided during tarmac delay (if applicable).
SWG714 15/04/2018

TARMAC DELAY:

  • A passenger's testimony and data provided by Greater Toronto Airport Authority indicates a tarmac delay exceeding 90 minutes.
  • Sunwing does not consider this event as a tarmac delay of over 90 minutes according to its criteria.
  • Passengers testimony report communication issues.
  • Unknown if deplaning was offered during tarmac delay (if applicable).
  • Snacks and drinks were not provided during tarmac delay (if applicable).
SWG730 17/04/2018  
  • Passengers testimony report communication issues and multiple gate changes.
  • Meal vouchers were available for passengers.
  • Not all passengers were eligible for hotel accommodation and/or limo vouchers as per Sunwing's tariff.
  • Sunwing states that hotel accommodation was made available for this flight
  • Unknown if taxi and/or limo vouchers were issued for this flight.
SWG732  16/04/2018

MEAL VOUCHERS:

  • One passenger reports they he was advised that if he was to use the $20 vouchers then he would not be able to receive a full refund if he decide to cancel his vacation.
  • Passengers testimonies report communication issues.
  • Meal vouchers were available for passengers.
  • Not all passengers were eligible for hotel accommodation and/or limo vouchers as per Sunwing's tariff.
  • Sunwing states that hotel accommodation was made available for this flight
  • Unknown if taxi and/or limo vouchers were issued for this flight.
  • Sunwing does not dispute baggage incidents.
SWG746  15/04/2018

TARMAC DELAY:

  • Some passengers testimonies indicates a tarmac delay exceeding 90 minutes.
  • Data provided by both Sunwing and Greater Toronto Airport Authority Sunwing does not indicate a tarmac delay exceeding 90 minutes (point towards a delay of 87 mins).

MEAL VOUCHERS:

  • Some passengers report they have not received any meal vouchers.
  • Sunwing states that 141 meal vouchers were made available for this flight.

HOTELS:

  • Sunwing does not consider this event as a overnight according to its criteria because the flight departure was delayed at 02:30 and then delayed again.

LIMO VOUCHERS:

  • Sunwing does not consider this event as a overnight according to its criteria because the flight departure was delayed at 02:30 and then delayed again.
  • Passengers testimonies report communication issues and multiple gate changes.
  • Unknown if deplaning was offered during tarmac delay (if applicable).
  • Snacks and drinks were not provided during tarmac delay (if applicable).
  • Not all passengers were eligible for hotel accommodation and/or limo vouchers as per Sunwing's tariff.
SWG752 14/04/2018

TARMAC DELAY:

  • Some passengers testimonies and data provided by Greater Toronto Airport Authority indicates a tarmac delay exceeding 90 minutes just before departure.
  • Sunwing does not consider this event as a tarmac delay of over 90 minutes according to its criteria.
  • Passengers testimonies report communication issues.
  • Meal vouchers were available for passengers; Sunwing states that 172 meal vouchers were made available for this flight
  • Sunwing reports that the aircraft had to be deplaned and re-boarded after8 hours.
  • Unknown if deplaning was offered during tarmac delay (if applicable).
  • Snacks and drinks were not provided during tarmac delay (if applicable).
SWG784  16/04/2018

MEAL VOUCHERS:

  • Some passengers report that they have not received any vouchers on the first day.
  • Sunwing states that 87 meal vouchers were made available for this flight over the 2 days.
  • Passengers testimonies report communication issues.
  • Sunwing states that hotel accommodation was made available for this flight.
  • Taxi and/or limo vouchers were issued for this flight.

Montreal Airport (YUL) Departures

Flights Original
Date of
Flight
Mitigated Facts  Relevant Issues 
SWG248 18/04/2018  
  • Meal vouchers were available for passengers; Sunwing states that 186 meal vouchers were made available for this flight.
  • Passengers testimonies report communication issues.
SWG306 16/04/2018

MEAL VOUCHERS:

  • Some passengers report they have not received any vouchers.
  • Sunwing states that 446 meal vouchers were made available for this flight.

HOTELS:

  • Some passengers report they have not received hotel accommodation.
  • Sunwing states that 8 rooms were used at the Holiday Inn in Dorval

LIMO VOUCHERS:

  • Some passengers report they have not been provided with limo/taxi vouchers.
  • Sunwing states that they do not provide taxi vouchers in Montreal airport (YUL) because of previous fraud but rather reimburse taxi fares incurred
  • Passengers testimonies report communication issues.
  • Not all passengers were eligible for hotel accommodation and/or limo vouchers as per Sunwing's tariff.
SWG308 17/04/2018

MEAL VOUCHERS:

  • One passenger reports that he and his group have not received any meal vouchers.
  • Sunwing states that 65 meal vouchers were made available for this flight.
  • Passengers testimony report communication issues.
SWG378 16/04/2018  
  • Meal vouchers were available for passengers; Sunwing states that 188 meal vouchers were made available for this flight.
  • Passengers testimonies report communication issues.
SWG414 17/04/2018  
  • Passengers testimonies report communication issues.
  • Some passengers testimonies details an incident where several customers were misinformed and returned home in the morning only to realize later that the flight had left without them; Sunwing confirms the incident and specifies that this has affected 32 passengers. These passengers were reprotected on Flight WG428 the same day.
  • Meal vouchers were available for other passengers.
SWG426 16/04/2018

MEAL VOUCHERS:

  • Some passengers report they have not received any vouchers.
  • Sunwing states that 375 meal vouchers were made available for this flight.

HOTELS:

  • Some passengers report they have not received hotel accommodation.
  • Sunwing states that 17 rooms were used at the Sheraton Montreal Airport

LIMO VOUCHERS:

  • Some passengers report they have not been provided with limo/taxi vouchers.
  • Sunwing states that they do not provide taxi vouchers in Montreal airport (YUL) because of previous fraud but rather reimburse taxi fares incurred
  • Passengers testimonies report communication issues.
  • Not all passengers were eligible for hotel accommodation and/or limo vouchers as per Sunwing's tariff.
SWG428 17/04/2018

MEAL VOUCHERS:

  • Some passengers report they have not received any vouchers.
  • Sunwing states that 473 meal vouchers were made available for this flight.

HOTELS:

  • Some passengers report they have not received hotel accommodation.
  • Sunwing states that 20 rooms were used at the Aloft Hotel in Dorval

LIMO VOUCHERS:

  • Some passengers report they have not been provided with limo/taxi vouchers.
  • Sunwing states that they do not provide taxi vouchers in Montreal airport (YUL) because of previous fraud but rather reimburse taxi fares incurred
  • Passengers testimonies report communication issues.
  • Some passengers testimonies show that they are upset about the unannonced stop in Puerto Plata airport (POP) to disembark the 32 customers that were misinformed in missed Flight WG414.
  • Not all passengers were eligible for hotel accommodation and/or limo vouchers as per Sunwing's tariff.
  • Sunwing does not dispute baggage incidents.
SWG434 18/04/2018  
  • Meal vouchers were available for passengers; Sunwing states that 356 meal vouchers were made available for this flight.
  • Passengers testimonies report communication issues.
SWG470 15/04/2018  
  • Passengers testimony report communication issues.
  • Meal vouchers were available for passengers.
SWG517 16/04/2018

HOTELS:

  • Some passengers report they have not received hotel accommodation.
  • Sunwing states that 8 rooms were used at the Holiday Inn in Dorval.
  • Data provided may indicate that this was not an overnight situation (departure at 01:05)
  • Passengers testimonies report communication issues and multiple gate changes.
  • Meal vouchers were available for passengers; Sunwing states that 400 meal vouchers were made available for this flight.
  • Not all passengers were eligible for hotel accommodation and/or limo vouchers as per Sunwing's tariff.
  • Unknown if taxi and/or limo vouchers were issued for this flight.
SWG519 17/04/2018  
  • Passengers testimonies report communication issues and multiple gate changes.
  • Meal vouchers were available for passengers; Sunwing states that 414 meal vouchers were made available for this flight.
SWG604 17/04/2018  
  • Passengers testimonies report communication issues.
  • Meal vouchers were available for passengers; Sunwing states that 258 meal vouchers were made available for this flight.
  • Sunwing states that hotel accommodation was made available for this flight.
  • Unknown if taxi and/or limo vouchers were issued for this flight.
  • Sunwing does not dispute baggage incidents.
SWG688 17/04/2018

HOTELS:

  • Some passengers report they have not received hotel accommodation.
  • Some passengers report they have been told that only those who live more than 3 hours drive would get hotel accommodation.
  • Sunwing states that 8 rooms were booked at the Quality Inn in Dorval.
  • Passengers testimonies report communication issues.
  • Meal vouchers were available for passengers; Sunwing states that 292 meal vouchers were made available for this flight.
  • Sunwing states that "rooms were blocked" but the number of rooms used remains undetermined.
  • Unknown if taxi and/or limo vouchers were issued for this flight.

Toronto Airport (YYZ) Arrivals

Flights Original
Date of
Flight
Mitigated Facts  Relevant Issues 
SWG031 15/04/2018

SNACKS DURING TARMAC DELAY: 

  • Some passengers report they have not received food or snacks.
  • Sunwing states that snacks were provided only to childrens.
  • One passenger states that "The plane ran out of food and drinks halfway through the return flight".
  • Passengers testimonies report communication issues.
  • Flight delayed in Orlando Airport (MCO).
  • Meal vouchers were available for passengers.
  • Tarmac delay in Toronto airport (YYZ).
  • Water service provided during tarmac delay.
  • Sunwing does not dispute baggage incidents.
SWG031 18/04/2018  
  • Passengers testimony report communication issues.
  • Flight delayed in Orlando Airport (MCO).
  • Meal vouchers were available for passengers.
  • Passengers testimony report lack of assistance to persons with disabilities (wheelchair).
  • Sunwing does not dispute baggage incidents.
SWG201 15/04/2018

DRINKS DURING TARMAC DELAY:

  • Some passengers report they have not received drinks.
  • Sunwing states that water from portable and from bottles was distributed until depletion.
  • Passengers testimonies report communication issues.
  • Tarmac delay in Toronto airport (YYZ).
  • No snacks or food provided during tarmac delay.
  • Sunwing does not dispute baggage incidents.
SWG208 15/04/2018  
  • Passengers testimonies report communication issues.
  • Sunwing does not dispute baggage incidents.
SWG305 17/04/2018

MEAL VOUCHERS:

  • Passengers report that the majority of the waiting period took place in the resort's lobby.
  • Sunwing's position is that when customers remain and/or return to a resort they are deemed to have access to meals (restaurant) making meal vouchers unnecessary.
  • Passengers testimony report communication issues.
  • Flight delayed in Santa Clara airport (SNU).
  • Sunwing does not dispute baggage incidents.
SWG343 15/04/2018

DELAY:

  • Some passengers testimonies indicate a flight delayed in Cayo Coco airport (CCC) for more than 4 hours.
  • Data provided by Sunwing indicate the delay was 03:05.
  • Passengers testimonies report communication issues.
  • Sunwing does not dispute baggage incidents.
SWG407 15/04/2018

MEAL VOUCHERS:

  • Passengers report that the majority of the waiting period took place at a resort.
  • Sunwing's position is that when customers remain and/or return to a resort they are deemed to have access to meals (restaurant) making meal vouchers unnecessary.
  • Passengers testimonies report communication issues.
  • Flight delayed in Punta Cana airport (PUJ) for almost 2 days.
  • Passengers initially taken to airport on first day but bussed back to a resort after waiting approx 2 hours at terminal.
SWG411 15/04/2018

MEAL VOUCHERS:

  • Passengers report that the majority of the waiting period took place at a resort.
  • Sunwing's position is that when customers remain and/or return to a resort they are deemed to have access to meals (restaurant) making meal vouchers unnecessary.
  • Sunwing reports that 4 meal vouchers were made available for passengers who went to the terminal on their own.

TARMAC DELAY:

  • Some passengers testimonies indicate a tarmac delay exceeding 90 minutes.
  • Data provided by Sunwing does not indicate a tarmac delay exceeding 90 minutes (point towards a delay of 89 mins).
  • Data provided by the Greater Toronto Airport Authority cannot be used to arbitrate.
  • Passengers testimonies report communication issues.
  • Flight delayed in Puerto Plata airport (POP) .
  • Possible tarmac delay in Toronto airport (YYZ).
  • No snacks or food provided during tarmac delay (if applicable).
  • No water or drinks provided during tarmac delay (if applicable).
  • Sunwing does not dispute baggage incidents.
SWG413 16/04/2018

MEAL VOUCHERS:

  • Passengers report that the majority of the waiting period took place at a resort.
  • Sunwing's position is that when customers remain and/or return to a resort they are deemed to have access to meals (restaurant) making meal vouchers unnecessary.
  • Passengers testimony report communication issues.
  • Flight delayed in Puerto Plata airport (POP) for almost 2 days.
  • Sunwing states that passengers were kept at hotel and stayed less than 4 hours in the airport.
SWG421 16/04/2018

MEAL VOUCHERS:

  • Passengers report that the majority of the waiting period took place at a resort.
  • Sunwing's position is that when customers remain and/or return to a resort they are deemed to have access to meals (restaurant) making meal vouchers unnecessary.
  • Passengers testimony report communication issues.
  • Flight delayed in Punta Cana airport (PUJ) for almost 2 days.
  • Sunwing states that passengers were kept at hotel and stayed less than 4 hours in the airport.
SWG437 15/04/2018

MEAL VOUCHERS:

  • Passengers report that the majority of the waiting period took place at the terminal.
  • Meal vouchers were made available for passengers; However one passenger reports they only got distributed after 13:00 on the second day.
  • Sunwing states that 492 meal vouchers were made available for this flight.
  • Sunwing's position is that when customers remain and/or return to a resort they are deemed to have access to meals (restaurant) making meal vouchers unnecessary.
  • Passengers testimonies report communication issues.
  • Flight delayed in Punta Cana airport (PUJ) for almost 2 days.
  • Passengers were bussed back to a different resort for the night.
SWG439 14/04/2018  
  • Passengers testimonies report communication issues.
  • This flight actually left 00:08 ahead of schedule.
  • Sunwing does not dispute baggage incidents.
SWG443 14/04/2018

DELAY:

  • Data provided by Sunwing and the Greater Toronto Airport Authority suggests an approx delay of 6:30 in Punta Cana airport (PUJ).
  • Passengers report delay but no details; mainly report baggage issues.
  • Raw data provided by Sunwing indicates Sunwing does not consider this event as a delayed flight according to its criteria.
  • Passengers testimonies report communication issues.
  • Sunwing does not dispute baggage incidents.
SWG514 16/04/2018

HOTELS:

  • Passengers testimonies indicate that after spending approx 18:00 at the terminal passengers were bussed back to a different resort around 01:30 and only had access to rooms between 03:30 and 05:00 (varies).
  • Passengers testimonies report communication issues and multiple gate changes.
  • Flight delayed in Cancun airport (CUN) .
  • Meal vouchers were available for passengers and some got 2 each; Sunwing states that 554 meal vouchers were made available for this flight.
  • One passenger's testimony reports a person with disability provided with a broken wheelchair resulting in injury.
  • Passengers report being provided a sandwich on flight back.
  • Sunwing does not dispute baggage incidents.
SWG516 15/04/2018

MEAL VOUCHERS:

  • Passengers report that the majority of the waiting period took place at the terminal.
  • Meal vouchers were made available for passengers; Howeverpassengers testimonies indicate they only received 1 vouchers of 15$ for the entire delay;
  • Sunwing states that 342 meal vouchers were made available for this flight.
  • Sunwing's position is that when customers remain and/or return to a resort they are deemed to have access to meals (restaurant) making meal vouchers unnecessary.

HOTELS:

  • One passenger's testimony indicate that after spending approx 12:00 at the terminal passengers were bussed back at resort and only had access to rooms at 04:30.
  • Passengers testimonies report communication issues.
  • Flight delayed in Cancun airport (CUN) .
SWG601 16/04/2018

MEAL VOUCHERS:

  • Passengers report that the majority of the waiting period took place at a resort.
  • Sunwing's position is that when customers remain and/or return to a resort they are deemed to have access to meals (restaurant) making meal vouchers unnecessary.
  • Passengers testimonies report communication issues.
  • Flight delayed in Cayo Coco airport (CCC).
  • Passengers initially taken to airport on first day but bussed back to a resort after waiting approx 3 hours at terminal.
SWG603 14/04/2018

TARMAC DELAY:

  • Passengers testimony indicate a tarmac delay "for close to 2
    hours
    " thus exceeding 90 minutes.
  • However same passengers report they "Landed at 2:30 AM" and "We were kept inside the plane till 4 AM indicate a tarmac delay" thus not exceeding 90 minutes.
  • Data provided by Sunwing does not indicate a tarmac delay exceeding 90 minutes (point towards a delay of 80 mins).
  • Data provided by the Greater Toronto Airport Authority cannot be used to arbitrate.
  • Passengers testimony report communication issues.
  • Possible tarmac delay in Toronto airport (YYZ).
  • No snacks or food provided during tarmac delay (if applicable).
  • No water or drinks provided during tarmac delay (if applicable).
  • Sunwing does not dispute baggage incidents.
SWG621 16/04/2018

MEAL VOUCHERS:

  • Some passengers report they have not received any meal vouchers during delay at airport.
  • Sunwing states meal vouchers were not issued as this was a night flight and passengers got kept at their resort until 23:30.
  • Passengers testimony report communication issues.
  • Flight delayed in Varadero airport (VRA).
SWG627 15/04/2018

MEAL VOUCHERS:

  • Some passengers report they have not received any meal vouchers during delay at airport; However testimonies indicates they were provided with 2 sandwiches and 2 beverages at airport.
  • Sunwing states that catering was provided to waiting clientele instead of meal vouchers.

DRINKS DURING TARMAC DELAY:

  • Some passengers report they have not received drinks.
  • One passenger reports that Sunwing "ran out of water very quickly"
  • Sunwing states that they have no specific on flight report.
  • Passengers testimonies report communication issues.
  • Flight delayed in Varadero airport (VRA).
  • Tarmac delay in Toronto airport (YYZ).
  • No snacks or food provided during tarmac delay.
  • Sunwing does not dispute baggage incidents.
SWG683 17/04/2018

MEAL VOUCHERS:

  • Passengers report that the majority of the waiting period took place at a resort.
  • Sunwing's position is that when customers remain and/or return to a resort they are deemed to have access to meals (restaurant) making meal vouchers unnecessary.

HOTELS:

  • This was a night flight after a 17:47 delay. Unknown if an overnight stay is to be considered for this event.
  • Passengers testimonies report communication issues.
  • Flight delayed in Varadero airport (VRA).
  • Sunwing states that passengers were kept at hotel and stayed less than 4 hours in the airport.
SWG685 15/04/2018

DRINKS DURING TARMAC DELAY:

  • Some passengers report they have not received water or drinks.
  • Sunwing states that water and juice was served to everyone as per flight report.
  • Passengers testimonies report communication issues.
  • Tarmac delay in Toronto airport (YYZ).
  • No snacks or food provided during tarmac delay.
  • Sunwing does not dispute baggage incidents.
SWG685 17/04/2018

MEAL VOUCHERS:

  • Passengers report that the majority of the waiting period took place at a resort; However testimonies indicates they stayed more than 4 hours at the airport before boarding.
  • Sunwing states that passengers were kept at hotel thus meal vouchers were not issued.
  • Sunwing's position is that when customers remain and/or return to a resort they are deemed to have access to meals (restaurant) making meal vouchers unnecessary.
  • Passengers testimonies report communication issues.
  • Flight delayed in Varadero airport (VRA).
SWG715 15/04/2018

DRINKS DURING TARMAC DELAY:

  • Some passengers report they have not received water or drinks.
  • Sunwing states that 2 water services were done butspecifies that not all passengers were served.
  • This flight is detailed in the Inquiry report
  • Passengers testimonies report communication issues.
  • Tarmac delay in Toronto airport (YYZ).
  • No snacks or food provided during tarmac delay except to one passenger who requested.
  • Sunwing does not dispute baggage incidents.
SWG727 14/04/2018  
  • Passengers testimonies report communication issues.
  • Sunwing does not dispute baggage incidents.
SWG731 15/04/2018

DRINKS DURING TARMAC DELAY:

  • Some passengers report they have not received water or drinks.
  • Some passengers report that water was distributed only in first 3-4 rows .
  • Sunwing states that they have no specific on flight report.

SNACKS DURING TARMAC DELAY:

  • Some passengers report they have not received any snack or food.
  • Some passengers report that a few packages of twizzlers were provided to kids.
  • Sunwing states that food was not offered.
  • Passengers testimonies report communication issues.
  • Tarmac delay in Toronto airport (YYZ).
  • Sunwing does not dispute baggage incidents.
SWG731 17/04/2018

TARMAC DELAY:

  • Passengers testimony indicate a "major delay in getting out of the plane"
  • Data provided by Sunwing does not indicate a tarmac delay exceeding 90 minutes (point towards a delay of 25 mins).
  • Data provided by the Greater Toronto Airport Authority cannot be used to arbitrate.

DELAYED BAGGAGE:

  • Passengers testimony indicate a "Once we got through customs our bags were delayed for over 1.5 hours".
  • Sunwing does not consider this event as delayed baggage according to its criteria.
  • Passengers testimony report communication issues.
  • Possible tarmac delay in Toronto airport (YYZ).
  • No snacks or food provided during tarmac delay (if applicable).
  • No water or drinks provided during tarmac delay (if applicable).
SWG753 14/04/2018  
  • Passengers testimonies report communication issues.
  • Sunwing does not dispute baggage incidents.
SWG781 15/04/2018

DRINKS DURING TARMAC DELAY:

  • Some passengers report they have not received water or drinks.
  • Sunwing states that water and juices services were served but flight report not precise on number of services.
  • Passengers testimonies report communication issues.
  • Flight delayed in Montego Bay airport (MBJ).
  • Meal vouchers were available for passengers; Sunwing states that 178 meal vouchers were made available for this flight.
  • Flight was scheduled for a stop in Hamilton but went straight to Toronto airport (YYZ).
  • Tarmac delay in Toronto airport (YYZ).
  • No snacks or food provided during tarmac delay.
  • Sunwing does not dispute baggage incidents.
SWG783 16/04/2018

MEAL VOUCHERS:

  • No meal vouchers were giving during delay at airport in Rio Hato airport (RIH); However testimonies indicates they were provided with boxed meals.
  • Sunwing states that catering was provided to waiting clientele instead of meal vouchers.

TARMAC DELAY:

  • A tarmac delay of approx 5:00 occurred during a stopover in Cancun airport (CUN) following Mexican authorities refusal to deplane.
  • One passenger reports they were initially "told arrangements had been made to fly us all to Cancun, where we would all be put up in hotels overnight".
  • Sunwing states option of deplaning was considered as it was the purpose of this stopover but not allowed.
  • No food or water replenished while in Cancun airport (CUN)

DRINKS DURING TARMAC DELAY:

  • Some passengers report they have not received enough water (was highly limited).
  • Sunwing states that water and juice was served to everyone as per flight report.
  • Passengers testimonies report communication issues.
  • Flight delayed in Rio Hato airport (RIH).
  • An unscheduled stop in Cancun was added to avoid time crew expiry resulting in a tarmac delay.
  • Tarmac delay in Cancun airport (CUN) .
  • No snacks or food provided during tarmac delay.
SWG785 16/04/2018

MEAL VOUCHERS:

  • Passengers report that the majority of the waiting period took place at the terminal.
  • One passenger reports that they have not received any vouchers.
  • Sunwing states that 149 meal vouchers were made available for this flight.
  • Sunwing's position is that when customers remain and/or return to a resort they are deemed to have access to meals (restaurant) making meal vouchers unnecessary.
  • Passengers testimonies report communication issues.
  • Flight delayed in Roatan airport (RTB).
  • Passengers were bussed back to a resort for the night.

Montreal Airport (YUL) Arrivals

Flights Original
Date of
Flight
Mitigated Facts  Relevant Issues 
SWG063 15/04/2018  
  • Passengers testimonies report communication issues and multiple gate changes.
  • Flight delayed in Fort Lauderdale airport (FLL).
  • Meal vouchers were available for passengers and testimonies report that most passengers got 2 each; Sunwing states that 414 meal vouchers were made available for this flight.
SWG249 18/04/2018  
  • Passengers testimonies report communication issues.
  • Flight delayed in Cayo Coco airport (CCC) but less than 4 hours.
SWG307 16/04/2018

MEAL VOUCHERS:

  • Passengers report that the majority of the waiting period took place at the terminal.
  • Some passengers report they have not received any vouchers
  • One passenger reports he was giving a sandwich at terminal.
  • Sunwing states that $2 095,00 CUC were invoicedfor food and drinks by airport retailers for this flight.
  • Sunwing's position is that when customers remain and/or return to a resort they are deemed to have access to meals (restaurant) making meal vouchers unnecessary.
  • Some passengers testimonies indicate that restaurants were closed at resort when bussed back late evening or at night.
  • Passengers testimonies report communication issues.
  • Flight delayed in Santa Clara airport (SNU).
  • Passengers were taken to airport and bussed back to a resort twice during delay.
  • Sunwing states that passengers from flight 307 were bumped on airplane by those of flight 309 who had waited longer.
  • Sunwing reports that $2 095,00 CUC were invoiced by airport retailers which equals approx $2 748,59 CAD or $14,86 CAD per passengers for the entire delay.
SWG309 15/04/2018

MEAL VOUCHERS:

  • Passengers report that the majority of the waiting period took place at the terminal.
  • Some passengers testimonies indicate that 2 lunchs were provided at airport instead of meal vouchers.
  • One passenger reports he was left without food for 8 hours.
  • Sunwing states that $1 790,00 CUC were invoiced for food and drinks by airport retailers for this flight.
  • Sunwing's position is that when customers remain and/or return to a resort they are deemed to have access to meals (restaurant) making meal vouchers unnecessary..
  • Passengers testimonies report communication issues.
  • Flight delayed in Santa Clara airport (SNU).
  • This plane landed in Montreal airport (YUL) during curfew.
  • Passengers were taken to airport and bussed back to a resort during delay; Sunwing states that when passengers were bused and no plane was waiting its was because the delay notification did not arrive at hotel before the beginning of the bussing operation.
  • Sunwing states that passengers from flight SWG309 were bumped those of flight SWG307 on their dedicated aircraft because they had waited longer.
  • Sunwing reports that $1 790,00 CUC were invoiced by airport retailers which equals approx $2 347,30 CAD or $12,76 CAD per passengers for the entire delay.
SWG379 16/04/2018

MEAL VOUCHERS:

  • Passengers report that the majority of the waiting period took place at a resort; Testimonies indicates they stayed less than 4 hours at the airport before boarding.
  • Passengers report that the unorganized busing operations have prevented them from being able to attend buffet resulting in long delays between meals.
  • Sunwing's position is that when customers remain and/or return to a resort they are deemed to have access to meals (restaurant) making meal vouchers unnecessary.
  • Passengers testimonies report communication issues.
  • Flight delayed in Varadero airport (VRA).
SWG427 16/04/2018

MEAL VOUCHERS:

  • Passengers report that the majority of the waiting period took place at a resort; Testimonies indicates they stayed less than 4 hours at the airport before boarding.
  • Passengers report that the unorganized busing operations have prevented them from being able to attend buffet resulting in long delays between meals.
  • Sunwing's position is that when customers remain and/or return to a resort they are deemed to have access to meals (restaurant) making meal vouchers unnecessary.
  • Passengers testimonies report communication issues.
  • Flight delayed in Punta Cana airport (PUJ).
SWG429 17/04/2018

MEAL VOUCHERS:

  • Passengers report that the majority of the waiting period took place at a resort; Testimonies indicates they stayed less than 4 hours at the airport before boarding.
  • Passengers report that the unorganized busing operations have prevented them from being able to attend buffet resulting in long delays between meals.
  • Sunwing's position is that when customers remain and/or return to a resort they are deemed to have access to meals (restaurant) making meal vouchers unnecessary.

HOTELS:

  • Some passengers testimonies indicate that the hotel where they were transferred was below expectations.
  • Passengers testimonies report communication issues.
  • Flight delayed in Punta Cana airport (PUJ).
SWG435 18/04/2018

MEAL VOUCHERS:

  • Passengers report that the majority of the waiting period took place at a resort; Testimonies indicates they stayed less than 4 hours at the airport before boarding.
  • Passengers report that the unorganized busing operations have prevented them from being able to attend buffet resulting in long delays between meals.
  • Sunwing's position is that when customers remain and/or return to a resort they are deemed to have access to meals (restaurant) making meal vouchers unnecessary.

HOTELS:

  • Some passengers testimonies indicate that the hotel where they were transferred was below expectations.
  • Passengers testimonies report communication issues.
  • Flight delayed in Punta Cana airport (PUJ).
SWG471 15/04/2018

MEAL VOUCHERS:

  • Passengers report that about 12 hours of the waiting period took place at the terminal.
  • Meal vouchers were made available for passengers; However passengers testimonies indicate that no breakfast was available.
  • Sunwing states that 345 meal vouchers were made available for this flight.
  • Sunwing's position is that when customers remain and/or return to a resort they are deemed to have access to meals (restaurant) making meal vouchers unnecessary.

HOTELS:

  • Some passengers testimonies indicate that they were transferred in an unsafe and unhealthy closed section of an hotel where some have found excrement and/or cockroach in rooms.
  • Passengers testimonies report communication issues.
  • Flight delayed in Puerto Plata airport (POP).
SWG518 16/04/2018

MEAL VOUCHERS:

  • Passengers report that the majority of the waiting period took place at a resort; Testimonies indicates they stayed less than 4 hours at the airport before boarding.
  • Passengers report that meal vouchers were available at airport for lunch.
  • Sunwing cannot provide meal vouchers data for this flight.
  • Sunwing's position is that when customers remain and/or return to a resort they are deemed to have access to meals (restaurant) making meal vouchers unnecessary.
  • Passengers testimonies report communication issues.
  • Flight delayed in Cancun airport (CUN) more than 2 days.
SWG520 17/04/2018

MEAL VOUCHERS:

  • Passengers report that the majority of the waiting period took place at a resort; Testimonies indicates they stayed less than 4 hours at the airport before boarding.
  • Sunwing states that 9 meal vouchers were made available for this flight.
  • Sunwing's position is that when customers remain and/or return to a resort they are deemed to have access to meals (restaurant) making meal vouchers unnecessary.

HOTELS:

  • One passenger states she had to pay for the extra night at hotel.
  • Passengers testimonies report communication issues.
  • Flight delayed in Cancun airport (CUN) .
SWG534 18/04/2018  
  • Passengers testimonies report communication issues.
  • This flight actually left 00:36 ahead of schedule.
  • Some passengers missed their connections to Sept-Îles but got provided 4 meal vouchers and hotel accomodation.
SWG538 15/04/2018  
  • Passenger testimony report communication issues.
  • Sunwing does not dispute baggage incidents.
SWG538 17/04/2018

MEAL VOUCHERS:

  • Passengers report that the majority of the waiting period took place at a resort.
  • Sunwing states that 13 meal vouchers were made available for this flight at the airport.
  • Sunwing states that most passengers were kept at resort.
  • Sunwing's position is that when customers remain and/or return to a resort they are deemed to have access to meals (restaurant) making meal vouchers unnecessary.

HOTELS:

  • This was a night flight after a 15:13 delay. Unknown if if an overnight stay is to be considered for this event.
  • Passenger testimony report communication issues.
  • Flight delayed in Cancun airport (CUN). .
SWG605 17/04/2018  
  • Passengers testimonies report communication issues.
SWG607 14/04/2018  
  • Passenger testimony report communication issues.
SWG653 15/04/2018

MEAL VOUCHERS:

  • Passengers report that the majority of the waiting period took place at the terminal.
  • Some passengers testimonies indicate that a sandwich and a soda were provided at airport instead of meal vouchers.
  • One passenger reports he was left without food for 16 hours.
  • Sunwing states that $1 348,00 CUC were invoiced for food and drinks by airport retailers for this flight.
  • Sunwing's position is that when customers remain and/or return to a resort they are deemed to have access to meals (restaurant) making meal vouchers unnecessary.

HOTELS:

  • Some passengers testimonies indicate that the hotel where they were transferred was unacceptable.
  • Passengers testimonies report communication issues.
  • Flight delayed in Varadero airport (VRA).
  • Passengers were taken to airport and bussed back to a resort twice during delay.
  • Sunwing reports that $1 348,00 CUC were invoiced by airport retailers which equals approx $1 767,87 CAD or $9,45 CAD per passengers for the entire delay.
SWG653 18/04/2018

MEAL VOUCHERS:

  • Passengers report that the majority of the waiting period took place at a resort.
  • One passenger reports report a lunch was provided onboard during return flight.
  • Sunwing states that most passengers were kept at original resort.
  • Sunwing's position is that when customers remain and/or return to a resort they are deemed to have access to meals (restaurant) making meal vouchers unnecessary.
  • Passengers testimonies report communication issues.
  • Flight delayed in Varadero airport (VRA).
  • Flight landed in Montreal airport (YUL) on April 19th but was scheduled to land on the 18th thus considered in-scope.
SWG659 18/04/2018

DELAY:

  • Passengers testimonies indicate a flight delayed in Manzanillo de Cuba Airport (MZO) for more than 4 hours (approx 5 hours).
  • Data provided by Sunwing indicate the delay was 03:23.
  • Passengers testimonies report communication issues.
  • Passengers report lack of drinking water onboard during return flight.
  • Passengers testimonies report no meal vouchers or food provided at airport (if applicable)
  • One passenger reports a lunch was provided onboard during return flight.
SWG689 17/04/2018

MEAL VOUCHERS:

  • Passengers report that after spending the night at another resort they were bussed to terminal were they stayed more than 4 hours before boarding.
  • Passengers report that meal vouchers were not available at airport for lunch.
  • Some passengers report that half a sandwich was provided onboard during return flight.
  • Sunwing cannot provide meal vouchers data for this flight.
  • Sunwing's position is that when customers remain and/or return to a resort they are deemed to have access to meals (restaurant) making meal vouchers unnecessary.
  • Passengers testimonies report communication issues.
  • Flight delayed in Varadero airport (VRA).
SWG793 14/04/2018

MEAL VOUCHERS:

  • Passengers report that the majority of the waiting period took place at the terminal.
  • Sunwing states that no MV were provided at airport; instead passengers were transferred back to resort.
  • Sunwing's position is that when customers remain and/or return to a resort they are deemed to have access to meals (restaurant) making meal vouchers unnecessary.

HOTELS:

  • Some passengers testimonies indicate that they were stuck in the lobby.
  • Sunwing states that passengers were transferred back to resort only for food and comfort (evening passes) and not for rooms.
  • Sunwing reports that 29 passengers chose to remain at the airport.
  • Passengers testimonies report communication issues.
  • Flight delayed in Montego Bay airport (MBJ).
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