Sunwing travelers stranded in Mexico demand answers, compensation

Some travelers with Sunwing are demanding answers and some money back after what they call a nightmare trip full of delays and cancellations.

Megan Hunter reached out to Global News on Sunday after her flight from Puerto Vallarta to Calgary was canceled. But the resident of Okotoks, Alta., said the problems actually started during the trip.

Hunter said they were originally scheduled to leave for Mexico on November 6. However, that flight was delayed and subsequently cancelled. The passengers were then apparently told to check back in to board the next flight on November 7.

“We queued for about four hours,” Hunter told Global News. “There were probably about 200 of us.”

She said some passengers were told to go back home, while others were put in hotels.

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Fellow aviator Janice Paton from BC, who was at a large wedding party, said they were not offered anything despite almost not being at the wedding.

“We ended up going to a hotel, most of our group,” she told Global News. “But we ended up paying out of pocket.”

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The women told Global News that they experienced flight delays again the next day. And they added that once they got on board, the problems didn’t stop.

“So we get on a plane on Monday the 7th, but there was no pilot – there was no pilot for us. Then we’re on the tarmac – another few hours – and they tell us to get out because they don’t have enough fuel.’

The flight finally took off and Hunter and Paton both said it was a wonderful vacation. But when I returned, the trouble-ridden journey took on more turbulence. Their November 13 flight was canceled again and rebooked to November 14.

“We had to tell the Sunwing guy it was canceled,” Paton said. “He didn’t even know.”

The passengers were accommodated, but both women said the hotel they were taken to was “sketchy.”

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“There is mold in the showers, the toilets don’t flush properly and there were no towels,” they summed up. “Oh, there are also cockroaches, in some people’s rooms.”

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Global News reached out to Sunwing with several passengers’ concerns.

Sunwing issued a statement to Global News.

“We can confirm that just prior to the scheduled departure time of flight WG523 from Calgary to Puerto Vallarta, a mechanical issue was discovered that delayed the southbound flight while maintenance personnel investigated and resolved the issue, which in turn impacted the return flight in question. to the north. the statement reads in part.

“This has resulted in an overnight delay until tonight, November 14, for flight WG524 from Puerto Vallarta to Calgary.”

Sunwing added that it is making “every effort” to notify passengers of any delays. It also said its teams were working on alternative hotel accommodations for passengers and coordinating new airport transfers for the resulting return flight.

Hunter and Paton said the airline’s efforts were unfortunately not good enough.

“We’ve got quite a bit of money in our pocket and we’ve lost days,” said Paton.

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“We want compensation.”

The flight was on schedule to arrive in Calgary Monday evening.

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