Passengers say they were transferred from hotel to hotel after being forced to sleep on the floor at the airport.
We just want to go home, explains Tess Friedenberger, who was originally supposed to fly from Mexico City to Calgary with Sunwing on December 22nd. The company said it had to cancel its flights due to weather conditions.
I never thought I would find myself in such a situation. I didn’t even think it was possible. We write to the consulate, to lawyers, we are ready to do whatever it takes.
She adds that the information provided by Sunwing was insufficient or inaccurate. Ms. Friedenberger left Calgary for Cancun on December 15 and was scheduled to return home a week later, but received word that her flight was delayed. A notification returned in the following days rescheduling the flight later in the week.
Eventually, she and her boyfriend were told they could leave on Christmas Eve, she said. But the day came, a Sunwing employee told them the flight didn’t exist. Since then, they have had no further information on when they can return.
Travelers sleep in hotel entrances
During this wait, she explains that she and several other passengers were being sent from hotel to hotel in Cancún, with taxi fares at her expense.
She says the second hotel she went to had not been notified of her arrival and had no vacancies. She explains that some slept in the hallway while waiting for a bed to finally be found for them.
There were old people who needed medicine, there were children all over the hallway who were screaming, crying and trying to sleep, says Tess Friedenberger.
In multiple posts on Twitter on December 22, 23 and 24, Sunwing said it had canceled flights due to extremely windy conditions at multiple locations across Canada.
It’s the lack of information [le problème], not knowing what will happen and will be fired everywhere. If you know we won’t be home by December 28th, fine. Tell us and find us a hotel, explains Tess Friedenberger.
She says she has met other Canadians stranded in Cancun following other canceled Sunwing flights who would experience similar setbacks.
Cristina Oppedisano says her flight from Cancun to Toronto on December 21 has also been cancelled. She explains that she and her family also don’t know when they can return.
We’re stuck here
Cristina Oppedisano explains that her group of 10 people, including four children, were sent to hotels that had not been notified. They had to sleep at the airport or in hotel entrances.
She adds that nearly 100 passengers were scheduled to board their canceled flight.
In a message sent to The Canadian Press and CBC on Monday, Sunwing said a number of northbound flights are still facing delays due to extreme weather conditions that are affecting its ability to move planes and staff to other airports .
The company did not say how many flights were affected.
The statement sent to CBC said southbound customers whose flights were canceled due to the weather have received a refund.
For customers affected by the delays of 24 hours or more and whose travel falls within the period up to December 30th, they have the option to cancel their flight and receive a full refund, we can read in the press release.
The company works hard to find available aircraft and hotels for those who face delays. It invites its customers to check the status of their flight online.