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

Table of contents

Toronto Airport (YYZ) Departures

Flights Original
Date of
Flight
Mitigated Facts  Relevant Issues 
SWG022 15/04/2018  
  • Meal vouchers were available for passengers.
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.
 
SWG030 15/04/2018  
  • Meal vouchers were available for passengers.
SWG068 16/04/2018  
  • Meal vouchers were available for passengers.
SWG218 15/04/2018  
  • Meal vouchers were available for passengers.
SWG271 15/04/2018  
  • Meal vouchers were available for passengers.
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.
  • This flight is detailed in the Inquiry report
SWG406 15/04/2018  
  • 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.
SWG410 15/04/2018  
  • 20$ meal vouchers were available for passengers.
SWG412 16/04/2018  
  • 20$ meal vouchers were available for passengers.
SWG420 16/04/2018  
  • 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.
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.
 
SWG442 17/04/2018  
  • 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.
SWG511 17/04/2018

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.
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.
 
SWG515 15/04/2018  
  • Meal vouchers were available for passengers.
SWG600 16/04/2018  
  • Meal vouchers were available for passengers.
SWG620 16/04/2018  
  • Meal vouchers were available for passengers.
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.
 
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.
 
SWG682 17/04/2018  
  • 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.
 
SWG684 17/04/2018  
  • Meal vouchers were available for passengers.
SWG706 16/04/2018  
  • Meal vouchers were not available for passengers.
SWG730 17/04/2018  
  • Meal vouchers were available for passengers.
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.
  • Meal vouchers were available for passengers.
SWG746 15/04/2018

MEAL VOUCHERS:

  • Some passengers report they have not received any meal vouchers.
  • Sunwing states that 141 meal vouchers were made available for this flight.
 
SWG752 14/04/2018  
  • Meal vouchers were available for passengers; Sunwing states that 172 meal vouchers were made available for this flight
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.
 

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.
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.
 
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.
 
SWG378 16/04/2018  
  • Meal vouchers were available for passengers; Sunwing states that 188 meal vouchers were made available for this flight.
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.
 
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.
 
SWG434 18/04/2018  
  • Meal vouchers were available for passengers; Sunwing states that 356 meal vouchers were made available for this flight.
SWG470 15/04/2018  
  • Meal vouchers were available for passengers.
SWG517 16/04/2018  
  • Meal vouchers were available for passengers; Sunwing states that 400 meal vouchers were made available for this flight.
SWG519 17/04/2018  
  • Meal vouchers were available for passengers; Sunwing states that 414 meal vouchers were made available for this flight.
SWG604 17/04/2018  
  • Meal vouchers were available for passengers; Sunwing states that 258 meal vouchers were made available for this flight.
SWG688 17/04/2018  
  • Meal vouchers were available for passengers; Sunwing states that 292 meal vouchers were made available for this flight.

Toronto Airport (YYZ) Arrivals

Flights Original
Date of
Flight
Mitigated Facts  Relevant Issues 
SWG031 15/04/2018  
  • Flight delayed in Orlando Airport (MCO).
  • Meal vouchers were available for passengers.
SWG031 18/04/2018  
  • Flight delayed in Orlando Airport (MCO).
  • Meal vouchers were available for passengers.
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.
  • Flight delayed in Santa Clara airport (SNU).
SWG343 15/04/2018

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.
 
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.
  • 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 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).
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.
  • 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.
  • 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.
  • Flight delayed in Punta Cana airport (PUJ) for almost 2 days.
  • Passengers were bussed back to a different resort for the night.
SWG443 14/04/2018

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.
 
SWG514 16/04/2018  
  • 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.
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; 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).
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.
  • 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.
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.
  • 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.
  • Flight delayed in Varadero airport (VRA).
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.
  • Flight delayed in Varadero airport (VRA).
  • Sunwing states that passengers were kept at hotel and stayed less than 4 hours in the airport.
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.
  • Flight delayed in Varadero airport (VRA).
SWG781 15/04/2018  
  • 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.
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.
  • Flight delayed in Rio Hato airport (RIH).
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.
  • 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  
  • 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.
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 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.
SWG309 15/04/2018

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.
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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • Flight delayed in Cancun airport (CUN).
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.
  • Flight delayed in Cancun airport (CUN).
SWG653 15/04/2018

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.
SWG653 18/04/2018

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.
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 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.
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.
  • 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 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).
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