Complaint / review / scam report
Flight missed due to lack of notification!

My family and I were coming home from Huatulco Mexico on December 28th, and we missed our flight because of a document that was handed out to us on departure from Vancouver stating that our flight time when we departed on the 28th had changed from 1220pm to 455pm. When we checked our flight status 12 hours prior to our departure the automated woman (because we couldn't get a hold of anyone at Sunwing) said that our flight was leaving at 1220pm. My family and I then tried to call a Sunwing representative, which was a lost cause. So we decided to go with what the representative in Vancouver who handed out this hard copy document about our flight time change had said to us which was "This is an official flight change document, if the flight time changes again you will be notified either via e-mail or phone within 72hrs". So needless to say when we arrived at Huatulco airport for our 455pm flight to Vancouver only to find that it had taken off at 1220pm we were livid.

We then proceeded at Huatuclo airport to speak with the Sunwing representative which told us that it should be no problem to have us on the same flight a week from December 28th (so on January 4th) back to Vancouver because the plane that arrived from Vancouver earlier in the day was not even half full, and that she would just have to call to confirm that. Well 20 minutes passed and the representative came back with only one option, EDMONTON! The only thing Sunwing was offering to do for us distressed passengers was to have us get on the flight leaving for Edmonton that night, and then we would have to fend for ourselves from Edmonton to Vancouver. Well this was an unacceptable option for my family and I because of Sunwings lack of offical communication of the flight time change back to its original departure time, and that we should be given seats on the plane leaving for Vancouver the following week. The representative then proceeded to tell us that Sunwing had reconfigured the plane leaving the following week from Huatuclo to Vancouver, so they only had room for 176 passengers instead of 196, and that any changes had closed on December 27th, and it was out of their hands now. Can you say RUN AROUND!!! So what were we to do but to be held at ransom and take the Edmonton flight, so that is what we did. So we woke up this morning booked a flight back to Vancouver from Edmonton for $306.00 plus taxes per person, only to arrive in Vancouver exhausted and broke, due to no fault of our own.

During all of this we contacted the insurance that we purchased through Sunwing only to find out that our "issue" is not covered under the insurance and that we are advised to take it up with Sunwing directly.

I have to say that as a paying customer, I have felt like a hostage. I am not sure how these dirtbags can take your money, screw you ten time to Sunday and get away with it. Let me tell you I am not going to rest until I get some compensation, and until the public is educated on this lowly good for nothing airline, that they claim to be Canada's top airline.

Author: Contact with Author

Offender: Sunwing

Country: Canada   Province: British Columbia   City: Vancouver

Category: Cars & Transport


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