Sunwing getting through flight backlog with departures

TORONTO — Travel advisors with clients impacted by flight delays or cancellations as a result of the outage with Sunwing’s check-in systems provider are hearing more about options for date changes and compensation.

The network-wide system issues originating with Sunwing’s provider Airline Choice have been ongoing since April 17, and has seen passengers waiting in destination for flights home, as well as waiting at Canadian airports for flights out.

Sunwing and Airline Choice have indicated that the outage stems from a data security breach with Airline Choice’s server networks.

Yesterday afternoon Sunwing posted an update on Twitter, saying some 21 flights had departed so far, with another 13 departures planned for last night.

Sunwing is also working with other airlines to source additional aircraft to help relieve the backlog in some destinations.

COMPENSATION AND NO-FEE DEPARTURE DATE CHANGES

Sunwing is offering impacted passengers the ability to make a one-time change to their departure date with no fees.

The no change fees apply to Sunwing bookings with originally scheduled departure dates April 19 – 22, 2022, and is valid for travel up to June 23, 2022. System rates apply for new travel dates.

Clients looking to change their departure date for southbound travel are asked to call their travel advisor or the Sunwing Sales Centre at 1-877-786-9464.

Travellers already in destination who would like to change their return flight home are asked to contact their local Sunwing Experiences rep at their hotel.

“Thank you for your continued patience and understanding as we navigate through these unforeseen circumstances,” says Sunwing.

Sunwing is manually processing as many flights as possible. “We sincerely apologize to all of our customers who have been inconvenienced by the flight delays,” says the company.

Sunwing adds that all passengers with flight delays over three hours for reasons within carrier control will be compensated accordingly. The link for more info is: https://www.sunwing.ca/en/sunwing-airlines/delay-claim.