‘Where’s my stuff?’: Sunwing passengers waiting up to 10 days for luggage from direct flights

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'Where's my stuff?': Sunwing passengers waiting up to 10 days for luggage from direct flights

Mario Stojanac and his household are nonetheless ready for his or her baggage — 10 days after flying house on a direct Sunwing flight from the Dominican Republic to Toronto.

“Proper now, it is in an abyss,” he stated. “The place’s my stuff and can I ever see it once more, and why will not anybody inform me what is going on on?”

The household landed in Toronto round eight p.m. on Saturday, April 14, throughout an ice storm that lasted via the weekend. Throughout that point, a number of Sunwing flights had been delayed and lots of passengers went house with out their baggage.

Some travellers nonetheless have not obtained their luggage. They are saying the lengthy wait and lack of know-how about their lacking baggage is unacceptable.

“I really feel like they do not care,” stated Stojanac. “Absolute apathy.”

Mario Stojanac, Mary Luz Mejia and 6-year-old daughter, Nathalie are nonetheless ready for his or her baggage from their Sunwing flight on April 14. (Mary Luz Mejia)

Sunwing says its troubles that weekend had been brought on by a lot of absentee employees at Swissport, the corporate that runs the airline’s baggage dealing with and gate operations.

Sunwing instructed CBC Information it is “deeply upset” by the “customer support failures” that ensued. Each the airline and Swissport stated they’re now engaged on contingency plans to forestall this from taking place once more. Sunwing says it has additionally despatched apology letters plus compensation to affected passengers.

Stojanac obtained his apology and compensation — a $100 journey voucher per individual — hours after the publication of this text. However he is nonetheless ready for his baggage.

“They’ll preserve their voucher,” stated a annoyed Stojanac. “This example shouldn’t be a springboard for me to spend more cash with them.”

Swissport instructed CBC Information this afternoon that 86 per cent of the lacking luggage have been or are within the means of being delivered to passengers. It expects the remaining ones will arrive inside the following few days. 

Stojanac’s saga started when he, his spouse and daughter landed in Toronto and no baggage arrived from their flight.

After ready greater than three hours, they discovered from a fellow passenger that they wanted to fill out a lacking baggage declare kind with the intention to get via Canadian customs with out their luggage.

“Why nobody from Sunwing might have introduced that’s past my comprehension,” stated Mary Luz Mejia, Stojanac’s spouse. “It was like a sport of damaged phone.”

Round midnight, the household lastly gave up on their lacking baggage, handed of their kind, and headed house — 4 hours after their arrival.

‘Not acceptable’

Stojanac stated he is contacted Sunwing a number of occasions a day for updates. On Tuesday, he says he obtained a name that the airline had discovered his luggage, however it turned out they belonged to his brother’s household; they’d been on the identical flight.

On Friday, Stojanac stated Sunwing gave him the title of a courier firm it stated had his baggage. He referred to as the corporate and says it denied having them.

“I used to be fairly pissed off,” he stated. “No one can inform me the place the stuff is.”

In the meantime, the household has needed to buy requirements packed of their lacking luggage together with make-up, undergarments and exercise garments. 

“It isn’t acceptable,” stated Mejia.

Joe Petix along with his two kids, on trip in Jamaica. (Submitted by Joe Petix)

Joe Petix in Vaughan, Ont. has been ready 9 days for his baggage after taking a Sunwing flight from Jamaica to Toronto on April 15.

He says a courier did arrive with baggage on April 22 — however delivered solely considered one of his household’s three lacking luggage.

“When is that this comedy act going to finish?” he stated. “This can be a catastrophe.”

Petix has additionally obtained an apology plus $100 in Sunwing journey vouchers in compensation for every member of the family. Nonetheless, he says he has no need to journey on the airline once more.

“How they dealt with the scenario was very unhealthy.”

‘It was full hell’

Sunwing passenger Lyndsay Burke-Sholer received her baggage again on April 22, however she stated it was no due to Sunwing.

She was purported to fly from Jamaica to Hamilton on April 15, however, as a result of a crew concern, her flight was redirected to Toronto and landed round 11:30 p.m. She says the airplane sat on the tarmac for greater than 5 hours earlier than passenger had been allowed to disembark.

Lyndsay Burke-Sholer (left) and sister, Lisa Burke on trip in Jamaica. (Lyndsay Burke-Sholer)

It was full hell,” she stated. “I noticed individuals hyperventilating, youngsters had been crying. I feel it was about three a.m. after they lastly supplied us a drink of water or juice.”

Burke-Sholer says when she lastly entered the airport, there was no signal of her baggage and no indication when it might arrive. She left empty-handed and made the hour-long journey to her house in Hagersville, Ont.

Thankfully, she says a buddy travelling in her get together who works on the Hamilton airport situated her baggage on the airport this previous weekend. Burke-Sholer was capable of decide it up.

“It is ridiculous,” she stated. “It ought to have had that despatched to my door instantly.”

Sunwing despatched her an apology plus a $300 refund for her troubles. She stated it is not sufficient.

“It would not cowl the way in which individuals had been handled.”

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