TORONTO — Travel advisors have been working overtime to assist clients impacted by Sunwing Vacations’ southbound cancellations from Toronto’s Pearson Airport.

A perfect storm of “weather disruptions, crew availability constraints and extremely limited hotel capacity” led to the cancellations, said the tour operator. So far the cancellations affect passengers flying south from YYZ yesterday and today.

Sunwing Vacations said it made the decision to prioritize the safe return of customers currently delayed in destinations.

All affected customers will receive a full refund to their original form of payment within 21 business days, with no further action required.

“This difficult but essential operational decision allows us to redirect our resources toward bringing delayed customers home as quickly and safely as possible,” said Sunwing. More details can be found here.

“I FELT COMPASSION FOR THE DESTINATION REP”

Travel advisor Michelle Whalen with Michelle Whalen Travel by Uniglobe Enterprise Travel Ltd. has been dealing with Sunwing situations all this week.

“This week I had a set of clients in Jamaica who were delayed by one night. Communication with their rep was good. Thankfully they were allowed to stay that extra night in the same room, which is always a win. These clients were very good about the delay, and they were understanding of what Sunwing was dealing with, especially the rep in destination,” Whalen told Travelweek.

“As an advisor I wasn’t upset with Sunwing. I felt compassion for the destination rep. My client is right, it’s not nice dealing with dozens and dozens of upset passengers. I am thinking there are worse problems in the world unless you have to get home to children.” The recent Delta Air Lines crash at YYZ “puts it into perspective,” she added.

Whalen had another set of clients in Jamaica “and their flight did keep getting delayed at the airport. They made it back to Toronto extremely late, got to their house at 5 a.m. They still considered it a great vacation. Their prepaid seat selection was lost because of a plane change and the staff told them that Sunwing would reimburse them.” She directed the client to submit a claim and cautioned them they may not get the reimbursement, based on past experiences with airlines where there has been a plane change.

Whalen has been doing plenty of hand-holding for clients throughout the unexpected disruptions. Hopefully they heed her advice too: “I always encourage clients to consult their app for the most updated info. And I always encourage clients not to check bags for this reason.”

Whalen also has two sets of clients in Mexico who are impacted. Communication with the rep in that destination hasn’t gone as well: “No word from their Sunwing rep through the app at all. Flight was delayed but transfer info was not updated. So they didn’t know what to do. They checked out of their room and were waiting for a transfer just in case. Transfer didn’t show.  They still cannot get in contact with a Sunwing rep through the app.  Clients have decided to take a cab on their own to the airport later.  I encouraged clients to do their flight check in for the delayed flight.  I reminded them this is why it’s good not to check a bag because the lineups at the airport may be chaotic because of delays.”

Five key takeaways from this experience, according to Whalen: “There are definitely key reminders to clients to mitigate what Sunwing is experiencing: installing and checking the app; do the flight check in; private transfers; and insurance. And always have a backup plan – this is part of travel, no matter the time of year or the airline.”

“I’M WORRIED ABOUT THE IMPACT ON FUTURE BOOKINGS, AND COMMISSIONS”

Elizabeth Rodgers with Journeys by Elizabeth says her colleague has four clients who were due to fly home on Monday from Panama and still have not returned yet. “Initially the resort told the clients that they had to pay for the additional nights at a rate of US$450 per room, but that situation has since been resolved,” Rodgers tells Travelweek.

Another colleague had clients who were supposed to depart Monday for Costa Rica: “They were lucky and got on one of the few flights that departed yesterday morning. They are still missing two days of their holidays though.”

Says Rodgers: “I feel awful for the passengers who have been waiting around at the airport for days on end and wasting valuable vacation time for a holiday that ends up going nowhere.”

She adds that she worries about pressure travel advisors are under, worrying about their passengers, making arrangements for them and everything else, “all while worrying about the impact that this is going to have on their future bookings and the huge financial effect, if Sunwing decides that they are going to recall the commissions.”