Sunwing Inquiry: Appendix 12: Flights delayed more than 8 hours involving an overnight stay - Notes

Table of contents

Toronto Airport (YYZ) Departures

Flights Original
Date of
Flight
Mitigated Facts  Relevant Issues 
SWG026 16/04/2018

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.
  • 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.
SWG218 15/04/2018  
  • Hotel accommodation were not made available; Sunwing states hotels were unavailable.
  • Taxi and/or limo vouchers were not issued for this flight.
SWG302 14/04/2018  
  • This flight is detailed in the Inquiry report
  • 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  
  • Hotel accommodation were not made available; Sunwing states hotels were unavailable.
  • Taxi and/or limo vouchers were issued for this flight.
SWG410 15/04/2018  
  • Hotel accommodation were not made available; Sunwing states hotels were unavailable.
  • Taxi and/or limo vouchers were issued for this flight.
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.
  • 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.
SWG436 15/04/2018  
  • Hotel accommodation were not made available; Sunwing states hotels were unavailable.
  • Sunwing states that taxi and/or limo vouchers were issued for this flight.
SWG600 16/04/2018  
  • Hotel accommodation was made available for this flight.
  • Taxi and/or limo vouchers were issued for this flight.
SWG620 16/04/2018  
  • Sunwing states that hotel accommodation was made available for this flight.
  • Taxi and/or limo vouchers were issued for this flight.
SWG684 15/04/2018  
  • Hotel accommodation were not made available; Sunwing states hotels were unavailable.
  • Unknown if taxi and/or limo vouchers were issued for this flight.
SWG684 17/04/2018

HOTELS:

  • One passenger reports hotel accommodation was denied.
  • 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.
SWG730 17/04/2018  
  • 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  
  • Sunwing states that hotel accommodation was made available for this flight
  • Unknown if taxi and/or limo vouchers were issued for this flight.
SWG746 15/04/2018

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.
  • Not all passengers were eligible for hotel accommodation and/or limo vouchers as per Sunwing's tariff.
SWG784 16/04/2018  
  • 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 
SWG306 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

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 because of previous fraud but rather reimburse taxi fares incurred
  • Not all passengers were eligible for hotel accommodation and/or limo vouchers as per Sunwing's tariff.
SWG426 16/04/2018

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 because of previous fraud but rather reimburse taxi fares incurred
  • Not all passengers were eligible for hotel accommodation and/or limo vouchers as per Sunwing's tariff.
SWG428 17/04/2018

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 because of previous fraud but rather reimburse taxi fares incurred
  • Not all passengers were eligible for hotel accommodation and/or limo vouchers as per Sunwing's tariff.
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)
  • 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.
SWG604 17/04/2018  
  • Sunwing states that hotel accommodation was made available for this flight.
  • Unknown if taxi and/or limo vouchers were issued for this flight.
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.
  • 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 
SWG407 15/04/2018  
  • 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.
SWG413 16/04/2018  
  • 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  
  • 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  
  • Flight delayed in Punta Cana airport (PUJ) for almost 2 days.
  • Passengers were bussed back to a different resort for the night.
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).
  • Flight delayed in Cancun airport (CUN).
SWG516 15/04/2018

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.
  • Flight delayed in Cancun airport (CUN).
SWG601 16/04/2018  
  • 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.
SWG683 17/04/2018

HOTELS:

  • This was a night flight after a 17:47 delay. Unknown if if an overnight stay is to be considered for this event.
  • 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  
  • Flight delayed in Varadero airport (VRA).
SWG785 16/04/2018  
  • 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 
SWG307 16/04/2018  
  • 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 SWG307 were bumped on airplane by those of flight SWG309 who had waited longer.
SWG309 15/04/2018  
  • Flight delayed in Santa Clara airport (SNU).
  • This plane landed in Montreal 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.
SWG379 16/04/2018  
  • Flight delayed in Varadero airport (VRA).
SWG427 16/04/2018  
  • Flight delayed in Punta Cana airport (PUJ).
SWG429 17/04/2018

HOTELS:

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

HOTELS:

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

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.
  • Flight delayed in Puerto Plata airport (POP).
SWG518 16/04/2018  
  • Flight delayed in Cancun airport (CUN) more than 2 days.
SWG538 17/04/2018

HOTELS:

  • This was a night flight after a 15:13 delay. Unknown if an overnight stay is to be considered for this event.
  • Flight delayed in Cancun airport (CUN).
SWG653 15/04/2018

HOTELS:

  • Some passengers testimonies indicate that the hotel where they were transferred was unacceptable.
  • Flight delayed in Varadero airport (VRA).
  • Passengers were taken to airport and bussed back to a resort twice during delay.
SWG689 17/04/2018  
  • Flight delayed in Varadero airport (VRA).
SWG793 14/04/2018

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.
  • Flight delayed in Montego Bay airport (MBJ).
Report a problem on this page

* Please select all that apply: (required)

Date modified: