Thousands of passengers remain stranded overseas and vacations have been delayed for others as Sunwing Airlines continues to grapple with technical issues that began on Sunday afternoon.
At Toronto’s Pearson International Airport on Tuesday morning, hundreds of passengers waited in long lines, many unsure if their flights would depart by the end of the day.
“I just wish there was a lot more transparency,” one woman told CTV National News.
The Toronto-based airline said a network outage with its check-in system provider continued to ground many flights. As a result, Sunwing says it must manually check travelers in for their flights.
As of Tuesday morning, the company said 15 of more than 40 scheduled flights had been handled.
Sunwing says the outage originated with its check-in system provider, Airline Choice, which is “working with the appropriate authorities to find a resolution as soon as possible,” according to a statement.
With her wedding dress draped over her arm, Alyssa de Luca was finally able to check in for her flight on Tuesday morning. She is traveling to Costa Rica for her wedding on Thursday, but was due to leave on Monday.
“It was difficult,” she said. “But I’m glad we can all go and everyone can go on holiday, that’s important to me.”
Sunwing apologized to passengers “whose travel plans have been impacted” and urged them to sign up for alerts on its website at Sunwing.ca.
“Our team has been working around the clock to find alternative ways to get customers to their destination or on return flights,” the company said in a press release.
Whether they are being delayed, trying to leave Canada or stuck in the south, passengers continue to complain about what they say is a lack of communication from Sunwing.
“If I weren’t so tired, I’d be livid,” Josh Smyth said in an interview with CTV National News from Cancun airport. “I would be absolutely furious.”
Sunwing urges passengers to keep receipts for all costs incurred due to delays as they may be entitled to compensation.
With files from The Canadian Press