Travel Sunwing passengers still waiting for luggage

06:30  20 april  2018
06:30  20 april  2018 Source:   globalnews.ca

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NOTE: All baggage must be deposited at the Sunwing baggage drop off counter before the check-in deadline for your flight. Passengers booked after 24 hours will be accommodated for check-in at the Sunwing Airlines check-in counter. Passengers who are travelling with an infant (0 – 24 months old)

If you are in your vacation destination, the Destination Representative at your hotel will assist you in obtaining necessities to support you while you wait for your luggage to be delivered. In no case shall Sunwing Airlines' liability exceed the actual loss suffered by the passenger .

Some Sunwing passengers still have not received their luggage after landing at Toronto Pearson airport on the weekend.© Global News File Some Sunwing passengers still have not received their luggage after landing at Toronto Pearson airport on the weekend.

Five days after weather delays triggered trouble for Toronto-based Sunwing Airlines, many passengers still haven't received their luggage.

Mark Pospisil, a real estate agent in Oakville, Ont., returned to Toronto on Sunday from Jamaica aboard a Sunwing flight with his family and is still waiting for three checked bags.

"We waited three hours," at the airport luggage carousel with others, Pospisil said. Passengers went home when they were told the bags would not arrive until later. The bags never did show up.

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Fortunately the sunwing rep at the resort was able to assure me that it was found and was waiting in Edmonton for me. Boarded plane late and mechanical issue with plane so all passengers deplaned and waited . Reboarded after a couple of hours but still issues with plane.

Sunwing Airlines: Nickel and diming passengers - See 2,710 traveler reviews, 175 candid photos, and great deals for Sunwing Airlines, at TripAdvisor. The flight home was also delayed 2 or more hours and then we sat on the ground at Pearson for 50 minutes waiting for a gate to open.

Sunwing's ground services contractor, Swissport Canada Handling Inc., said it "regret[s] the inconvenience caused to travellers."

"Our team and airline partners are working around the clock to sort and deliver bags to passengers impacted by conditions at Pearson Airport over the weekend," said Pierre Payette, the company's vice-president of operations for Toronto.

Swissport acknowledged that over the weekend, about 80 staff members did not show up for work.

Severe weather in Toronto on the weekend caused delays for Sunwing and other airlines. However, only Sunwing passengers have experienced multi-day baggage delays.


The Canadian Border Services Agency (CBSA) screens passengers and their luggage on a passenger's return from outside the country. Global News asked the agency to comment on its role in the luggage delay but a CBSA spokesperson did not respond by publication time.

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The part was picked up by a Sunwing employee, checked as baggage , then picked up at Charles De Gaulle — where it then went missing for seven hours. 11:15 p.m. Tuesday: Passengers still waiting to check in.

Sunwing will assume no responsibility whatsoever for passenger (s) denied carriage by the airline or refused entry into any country. If the cancellation of one or more passengers alters the stateroom requirements, the passengers still travelling must pay the applicable rate for the accommodation to

Sunwing apologized for the delays.

In a statement posted on its Facebook page on Thursday evening, Sunwing Airlines president Mark Williams wrote: "We want to take this opportunity to extend our heartfelt apologies to our customers and acknowledge that we need to do better.

"We are working to improve our contingency planning to ensure that short-staffing on the part of a service provider can never put us in this situation again and to tighten up our internal operations, scheduling and communications around extreme weather events," the post read.

He continues: "We have also invested additional resources to expedite the delivery of baggage which was not distributed in terminal during the ice storm. Given the number of bags in our possession, it will be several more days before all of the bags are returned to their owners."

Sunwing confirmed to Global News earlier in a written statement that there were "significant baggage handling delays at Toronto Pearson airport over the weekend. Regrettably many passengers were not able to reclaim their luggage before leaving the airport."

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“Unfortunately, part way through the flight, a customer fainted in the back galley while waiting for the lavatory and hit her head,” said Janine Chapman, vice president of marketing for Sunwing . Some passengers say they still have not received their luggage .

Passengers have still not been reunited with their baggage six days after Heathrow’s latest major problem. On Tuesday morning, it was unable to confirm how many had not yet been returned. It said the amount of missing luggage was less than on Monday.

"All bags are now cleared (by Customs) and in our possession and we have been arranging courier service delivery to affected customers since Tuesday. We expect to have completed all deliveries by Monday at the latest," the company said.

Sunwing says it was offering travel vouchers to affected passengers.

In fact, air travellers are entitled to compensation for lost or delayed baggage. Amounts vary depending on circumstances. A step-by-step guide can be found here.

George Hamilton was returning on Flight 715 on Sunday with his girlfriend, ending a two-week vacation in Aruba. The Sunwing aircraft sat on the ground at Pearson Airport for six hours after what Hamilton described as "one of the scariest flights in my life."

The Toronto-area frequent flyer still has not received his luggage.

"We're never flying Sunwing ever again," Hamilton said, adding that after what many called forced confinement, the Sunwing flight crew remained behind closed doors on the flight deck. They didn’t address passengers, he said.

Prior to their departure from their resort hotel in Aruba, Hamilton said he approached the local Sunwing representative and said he and his girlfriend were prepared to stay behind and pay extra to extend their trip in order to avoid delays or an incident in Toronto. He says the representative agreed, then couldn't be located.

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Lost: All of England's major airports were affected by the snowy conditions in late December - and many passengers are waiting for their luggage . Blizzard conditions: Manchester invested £2million in equipment to clear the snow but there are still problems with luggage .

# Sunwing was required, by law, to provide: (a) beverages and snacks; and (b) offer passengers the Departed Aruba 5:30pm arrived to toronto 10:30pm on tarmac for 6hrs and no luggage !!! # sunwing Now inside the plane on tarmac for 4 hours, still waiting # Sunwing flight pilot says, “Cuba airport

"She disappeared after saying she'd get back to us," Hamilton told Global News.

"She looked us in the eye and guaranteed it, then she vanished."

Sunwing has declined requests for media interviews.

"I don't think this is acceptable, “said Pospisil.

"Have a better line of communication. Keep people updated. Be honest with people. Honesty would be great."

Sunwing told Global News it expected that all passengers would have their luggage by next Monday, more than a week late.

READ MORE:

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Why You Should Never Put Your Passport in Your Carry-on .
Why You Should Never Put Your Passport in Your Carry-onThere's one major reason this method is a problem: On completely booked flights, airlines may try to expedite the boarding process by asking passengers to check their bags gateside. Some with larger suitcases may be forced to leave their bags at the gate to make space in the overhead compartments. Earlier this year in Europe, budget airline Ryanair introduced a new rule requiring those with basic fares to check their luggage at the gate.

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