Sunwing ordered to compensate 16,255 passengers after delays during 2018 ice storm

The transportation watchdog said the carrier’s control centre ‘took a relatively hands-off approach’

A Sunwing Boeing 737-800 passenger plane prepares to land at Pearson International Airport in Toronto on Wednesday, August 2, 2017. The Canadian Transportation Agency has ordered Sunwing Airlines Inc. to compensate more than 16,000 passengers and pay a $694,500 fine due to widespread service problems sparked by an ice storm that hit Toronto one year ago. THE CANADIAN PRESS/Christopher Katsarov

The Canadian Transportation Agency has ordered Sunwing Airlines Inc. to compensate more than 16,000 passengers and pay a $694,500 fine due to widespread service problems sparked by an ice storm that hit Toronto one year ago.

The transportation watchdog said Monday that blizzards and high winds triggered problems on 96 Sunwing flights between April 14 and April 18, 2018, but that the low-cost carrier’s control centre “took a relatively hands-off approach” to managing the disruption “as the situation on the ground deteriorated and the backlog of flights grew.”

READ MORE: American Airlines extends Max-caused cancellations to June 5

The Toronto-based airline failed in many cases to provide meal vouchers, hotel accommodations, refund or cancellation options, or food and drinks during tarmac delays that, in one case, lasted more than six hours, the agency said.

On 15 flights, Sunwing also breached rules that require it to give passengers the opportunity to disembark after 90 minutes on the tarmac. Other flights were plagued with “systemic communication breakdowns” between the airline and its baggage agent, Swissport, and Sunwing failed to provide “consistent” updates on their flight status, the regulator said.

In contrast to other carriers, Sunwing did not cancel any of its flights in or out of Toronto and Montreal, a choice the agency blamed in part on the company’s “business model,” which focuses mainly on vacation destinations. Toronto’s Pearson airport saw about 600 flight cancellations in 48 hours.

“To my knowledge there was no such drama for other airlines,” said passenger rights advocate Gabor Lukacs. “It was rather nasty.”

Lukacs welcomed the agency’s findings, but said he was “disappointed by the slap-on-the-wrist penalty,” questioning why the airline was fined $2,500 per flight instead of per passenger for each type of violation.

Sunwing has apologized to the 16,255 affected passengers and said it has taken steps to improve its ground-handling, scheduling and communication during disruptions.

“While Sunwing’s charter business model differs from scheduled airline carriers in that we delay flights instead of cancelling them so that we can fulfil our obligation to pick up customers in destination, we have taken measures to lessen the customer impact by proactively delaying flights when disruptions are anticipated so that people can rest in the comfort of their home or hotel instead of the airport,” the company said in an email.

Christopher Reynolds, The Canadian Press

Like us on Facebook and follow us on Twitter

Just Posted

Precipitation levels low for the month of June

Both June and July have seen low to average precipitation levels in comparison to last year, says meteorologist

CN train derailment cleared between Terrace and Prince Rupert

The CN mainline is now open, following a train derailment mid-way between… Continue reading

Nechako Valley Otters bringing home multiple medals from swim meets

The next meet for the Nechako Otters is on July 21 and 22

State of local financial crisis declared in Fort St. James

The District will have a job fair on July 31 to help workers find transitioning jobs

Regional real estate sales down so far in 2019

Real estate sales in the northwest and Bulkley-Nechako regions of British Columbia… Continue reading

Rich the Vegan scoots across Canada for the animals

Rich Adams is riding his push scooter across Canada to bring awareness to the dog meat trade in Asia

Six inducted into BC Hockey Hall of Fame

The 26th ceremony in Penticton welcomed powerful figures both from on and off the ice

RCMP investigate two shootings in the Lower Mainland

Incidents happened in Surrey, with a victim being treated at Langley Memorial Hospital

CRA program to help poor file taxes yields noticeable bump in people helped

Extra money allows volunteer-driven clinics to operate year-round

Recall: Certain Pacific oysters may pose threat of paralytic shellfish poisoning

Consumers urged to either return affected packages or throw them out

How a Kamloops-born man helped put us on the moon

Jim Chamberlin did troubleshooting for the Apollo program, which led to its success

Sexual harassment complaints soaring amid ‘frat boy culture’ in Canada’s airline industry

‘It’s a #MeToo dumpster fire…and it’s exhausting for survivors’

How much do you know about the moon?

To mark the 50th anniversary of the first lunar landing, see how well you know space

Body, burning truck found near northern B.C. town

RCMP unsure if the two separate discoveries are related

Most Read