Sunwing Strands Passengers for Days and Charges Flight Change Fee

Sunwing Airlines is under fire after stranding multiple passengers for days and failing to follow air passenger protection rules. In one case, Hans Roach and his wife, Tanya McConnell, spent five extra days in Punta Cana, Dominican Republic, after Sunwing canceled their flight home. Despite the airline’s responsibility to rebook passengers at no cost, Sunwing charged the couple $50 each to board a rescheduled flight.

Sunwing’s Failure to Follow Regulations

Canada’s air passenger protection regulations require airlines to offer rebooking at no extra cost when they cancel flights. If the delay is due to factors outside the airline’s control, such as weather, large carriers like Sunwing must transport passengers within 48 hours. If this is not possible, they must book passengers on another airline.

However, six groups of Sunwing passengers reported that the airline did not follow these regulations. Roach and McConnell were among those affected, enduring five additional days before getting a flight back to Canada—far beyond the mandated 48-hour period.

“It’s disheartening that a major airline would break these rules,” Roach said. He also criticized the airline’s poor communication, stating they spent much of their time in the hotel lobby waiting for updates.

Additional Costs and Passenger Frustration

While Sunwing covered the extended hotel stay, it did not reimburse transportation costs when relocating Roach and McConnell to different resorts. Many passengers resorted to booking flights on other airlines at their own expense. Roach, however, feared Sunwing would refuse reimbursement, so he waited.

When the couple finally boarded their flight on February 22, Sunwing charged them $50 each because they were not flying on their original ticketed flight. Roach called this a “final indignity,” noting he was too exhausted to argue.

Cancellations Without Rebooking Offers

Other passengers reported similar issues. Chrissy Downs, a Moncton resident, drove 260 kilometers to the Halifax airport for her Sunwing flight to Santa Clara, Cuba, only to learn it had been delayed and then canceled. Sunwing did not offer a rebooking option, violating federal regulations.

“There was no apology, no attempt to help,” Downs said. “Sunwing needs to make this right.”

Sunwing’s Response and Pending Compensation

Sunwing, owned by WestJet, is set to be integrated into the larger airline’s fleet by the end of May. While the airline did not comment on specific cases, it issued a general apology for February’s disruptions, citing winter storms, the Delta crash at Toronto Pearson Airport, crew shortages, and limited hotel capacity.

The Canadian Transportation Agency is reviewing Sunwing’s actions. Air passenger rights expert Ian Jack emphasized that the law requires airlines to rebook passengers, even if that means using other carriers. “Airlines can’t make up their own rules,” Jack said.

Passengers affected by Sunwing’s disruptions are now seeking compensation. Federal regulations allow claims up to $1,000 for cancellations within the airline’s control. Downs has received a refund but has struggled to submit a compensation claim, with Sunwing’s automated system incorrectly stating she canceled her own trip.

Roach has received a $250 Sunwing travel voucher instead of compensation for his five-day delay. He plans to submit further claims for additional expenses. “This is another slap in the face,” he said.

With WestJet set to absorb Sunwing, many passengers worry about whether their compensation claims will be honored.

More…

• https://www.cbc.ca/news/business/sunwing-cancel-flights-1.7476076
• https://unpublished.ca/news-feed-item/2025-03-07/sunwing-stranded-couple-for-5-days-after-vacation-charged-them-50-flight
• https://www.reddit.com/r/canada/comments/1j5kewb/sunwing_stranded_couple_for_5_days_after_vacation