Sunwing Inquiry: Appendix 11: Flights delayed more than 4 hours - Notes

• Meal vouchers were available for passengers.

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.

• Meal vouchers were available for passengers.

• Meal vouchers were available for passengers.

• Meal vouchers were available for passengers.

• Meal vouchers were available for passengers.

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.

• This flight is detailed in the Inquiry report

• Meal vouchers were available for passengers. However some passenger testimonies indicate they only received 1 vouchers of 15$ for the entire delay; Sunwing states that 277 meal vouchers were made available for this flight.

• 20$ meal vouchers were available for passengers.

• 20$ meal vouchers were available for passengers.

• 20$ meal vouchers were available for passengers. However some passenger testimonies indicated that it might have been the only vouchers issued for the entire delay.

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.

• Meal vouchers were not available for passengers; Sunwing states that at 15:01 meal vouchers were authorized to be distributed throughout the flight delay notification but didn't seem to have reach the gate.
• Passengers testimonies report communications issues.

DELAY:

• One passenger reports they boarded the plane 4 hours later.
• Data provided by Sunwing indicate the delay was 03:51.
• Data provided by the Greater Toronto Airport Authority (GTAA) cannot be used to arbitrate.

• Meal vouchers were available for passengers.

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.

• Meal vouchers were available for passengers.

• Meal vouchers were available for passengers.

• Meal vouchers were available for passengers.

MEAL VOUCHERS:

• Some passengers report they have not received any meal vouchers.
• Sunwing states that 197 meal vouchers were made available for this flight.

MEAL VOUCHERS:

• Some passengers report they have not received any meal vouchers.
• Sunwing states that 213 meal vouchers were made available for this flight.

• Meal vouchers were available for passengers; Sunwing states that 343 meal vouchers were made available for this flight.

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.

• Meal vouchers were available for passengers.

• Meal vouchers were not available for passengers.

• Meal vouchers were available for passengers.

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.

• Meal vouchers were available for passengers.

MEAL VOUCHERS:

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

• Meal vouchers were available for passengers; Sunwing states that 172 meal vouchers were made available for this flight

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.

• Meal vouchers were available for passengers; Sunwing states that 186 meal vouchers were made available for this flight.

MEAL VOUCHERS:

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

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.

• Meal vouchers were available for passengers; Sunwing states that 188 meal vouchers were made available for this flight.

MEAL VOUCHERS:

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

MEAL VOUCHERS:

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

• Meal vouchers were available for passengers; Sunwing states that 356 meal vouchers were made available for this flight.

• Meal vouchers were available for passengers.

• Meal vouchers were available for passengers; Sunwing states that 400 meal vouchers were made available for this flight.

• Meal vouchers were available for passengers; Sunwing states that 414 meal vouchers were made available for this flight.

• Meal vouchers were available for passengers; Sunwing states that 258 meal vouchers were made available for this flight.

• Meal vouchers were available for passengers; Sunwing states that 292 meal vouchers were made available for this flight.

• Flight delayed in Orlando Airport (MCO).
• Meal vouchers were available for passengers.

• Flight delayed in Orlando Airport (MCO).
• Meal vouchers were available for passengers.

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.

• Flight delayed in Santa Clara airport (SNU).

DELAY:

• some passenger 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.

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.

• 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.

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 report that 4 meal vouchers were made available for passengers who went to the terminal on their own.

• Flight delayed in Puerto Plata airport (POP).

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.

• 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.

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.

• 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.

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.

• Flight delayed in Punta Cana airport (PUJ) for almost 2 days.
• Passengers were bussed back to a different resort for the night.

DELAY:

• Data provided by Sunwing and the Greater Toronto Airport Authority (GTAA) 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.

• 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.
• Passengers report being provided a sandwich on flight back.

MEAL VOUCHERS:

• Passengers report that the majority of the waiting period took place at the terminal.
• Meal vouchers were made available for passengers; However passengers 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.

• Flight delayed in Cancun airport (CUN).

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.

• 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.

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.

• Flight delayed in Varadero airport (VRA).

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.

• Flight delayed in Varadero airport (VRA).

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.

• Flight delayed in Varadero airport (VRA).
• Sunwing states that passengers were kept at hotel and stayed less than 4 hours in the airport.

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.

• Flight delayed in Varadero airport (VRA).

• 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.

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.

• Flight delayed in Rio Hato airport (RIH).

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.

• Flight delayed in Roatan airport (RTB).
• Passengers were bussed back to a resort for the night.

• 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.

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 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.
• Some passenger testimonies indicate that restaurants were closed at resort when bussed back late evening or at night.

• Flight delayed in Santa Clara airport (SNU).
• Passengers were taken to airport and bussed back to a resort twice during delay.
• Sunwing report 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.

MEAL VOUCHERS:

• Passengers report that the majority of the waiting period took place at the terminal.
• Some passenger testimonies indicate that 2 lunches 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.

• Flight delayed in Santa Clara airport (SNU).
• Passengers were taken to airport and bussed back to a resort during delay.
• Sunwing report 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.

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.

• Flight delayed in Varadero airport (VRA).

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.

• Flight delayed in Punta Cana airport (PUJ).

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.

• Flight delayed in Punta Cana airport (PUJ).

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.

• Flight delayed in Punta Cana airport (PUJ).

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.

• Flight delayed in Puerto Plata airport (POP).

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.

• Flight delayed in Cancun airport (CUN) more than 2 days.

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.

• Flight delayed in Cancun airport (CUN).

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.

• Flight delayed in Cancun airport (CUN).

MEAL VOUCHERS:

• Passengers report that the majority of the waiting period took place at the terminal.
• Some passenger 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.

• Flight delayed in Varadero airport (VRA).
• Passengers were taken to airport and bussed back to a resort twice during delay.
• Sunwing report 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.

MEAL VOUCHERS:

• Passengers report that the majority of the waiting period took place at a resort.
• One passenger reports 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.

• Flight delayed in Varadero airport (VRA).
• Flight landed in Montreal on April 19th but was scheduled to land on the 18th thus considered in-scope.

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 report lack of drinking water onboard during return flight.
• Passenger testimonies report no meal vouchers or food provided at airport (if applicable)
• One passenger reports a lunch was provided onboard during return flight.

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.

• Flight delayed in Varadero airport (VRA).

MEAL VOUCHERS:

• Passengers report that the majority of the waiting period took place at the terminal.
• Sunwing states that no meal vouchers 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.

• Flight delayed in Montego Bay airport (MBJ).