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Hundreds of travelers are angry at Sunwing

Hundreds of travelers are angry at Sunwing

Hundreds of Quebec travelers are furious with Sunwing after seeing their holiday season tarnished by airline cancellations or delays.

• Also read: More flights in Montreal have been canceled or delayed

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“My husband may lose his entire week of work, and therefore his income. Others will miss the funerals they were supposed to attend. There are also travelers with heart problems who will run out of medicine.

The 36-year-old and about 60 other passengers have been stuck at the Henry Morgan Hotel in Roatan, Honduras, since December 26.

The first flight from Quebec was canceled earlier in the day and passengers had to board a later scheduled Montreal flight, Mr. Michaud insists.

“There was such a lack of communication from Sunwing with our hotel that the flight left without expecting us. Time to go through security, the pilot left us in a difficult situation,” says Stephanie Ramsey, a passenger.

Mr. Michaud and his wife tried several times to reach a Sunwing representative on site, but to no avail. When they finally managed to talk to her yesterday, she replied that she knew nothing, says Mr. Michaud.

“She even crossed out her phone number displayed at the entrance so that we wouldn’t call her. But I had already taken a picture of her,” he explains.

The passengers, frustrated by the airline’s inaction, decide to book a return flight with American Airlines.

However, hundreds of other Canadian customers of the airline remain stranded abroad, including in Mexico, the Dominican Republic and Cuba. On Facebook, at least three groups have been set up that collect complaints about Sunwing Airlines.

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For travelers still in Montreal territory, the situation is equally disappointing. Those who were considering family vacations abroad saw their plans turned upside down by last-minute cancellations.

Annie-Claude Vachon was scheduled to leave for Cancun on the morning of December 26, along with nine other members of her family.

“When we got up to start getting ready, we saw that the flight had been pushed back to 8:40 p.m. Finally, we decided to move,” says Lavaloise.

Upon arriving at the airport, the group receives a document stating that their flight has been canceled and that they will be compensated. Then an airport employee explained to them that it was possible to book another flight, but they would have to pay several thousand dollars upfront.

“We came home. The two teenage girls in our group were absolutely devastated,” laments Ms. Vachon.

The airline, which was joined by the magazine yesterday, said it continues to work tirelessly to charter planes and bring travelers home.

“We sincerely apologize for the delays that occurred this holiday season and thank our customers for their understanding as we work through the challenges caused by inclement weather,” the company says.

Sunwing recommends that travelers monitor flight alert notifications and contact their representatives at the destination. Customers who book a flight with another airline will have to do so at their own expense and claim compensation when they return home.