Sunwing apologizes after one of their representatives told an Ontario family he could make them stay in Mexico 'forever'.
Sunwing has apologized after a video emerged of a representative telling a Toronto man with a five-month-old baby stranded in Mexico to stop challenging the airline’s decisions or he could make people stay there “forever.”
For passengers watching, the comment was insulting after days of travel chaos. Some passengers reported waiting for hours in hotel lobbies and being notified of Sunwing flights that didn’t materialize--resulting in a lost chance to be home with families for the holidays. Other videos show passengers chanting “take us home” as gun-toting security guards show up. Passengers said they had been unsure when any flights would arrive due to unreliable communication from Sunwing.
That’s a consequence of complaint surges from travel delays during COVID, and repeated shocks to the system like the past week, said consumer advocate John Lawford. The agency said it’s working on the backlog, and reviewing its operations. “We anticipate this ongoing review will continue to yield opportunities for process efficiencies and automation,” a statement said.
“On Christmas Day, we’re checking the Sunwing app, and our flight is gone. No more updates,” he said, worried that he wouldn’t be able to spend time with relatives.
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