Breakdown at Sunwing: “We don’t care, but completely passengers”

Sunwing, which has had to deal with problems related to its computer network since Monday morning, must manually register all its passengers, causing huge delays for the various destinations served by the carrier.

• Read also: Sunwing delays: scene of panic at Montreal-Trudeau

• Read also: Still delays at Sunwing

• Read also: Quebecers stuck in Cuba due to a network problem at Sunwing

“If the check-in book and the boarding are not in conformity, the plane does not have the right to fly, it will not be insured and no company will take off in this situation”, explains Mehram Ebrahimi, director of the International Observatory for Aeronautics and Civil Aviation in an interview with LCN.

According to the expert, the major problem in the case of Sunwing is not that of the breakdown, which could also be a computer attack, but rather the way in which the passengers are treated, in an “unacceptable” way.

“The computer problem, bug, cyberattack, it happened in the biggest companies. The Deltas, Air Frances, Lufthansas of this world. The question is how do we approach the thing, ”explains the aviation expert.

He considers that a company should be transparent quickly in the public square and keep passengers informed of the situation.

“There we do not care, but completely passengers. Even in the very laconic messages there is no compassion. There are families who are left to fend for themselves. In 2022! We have the phone of all these people, we could send them text messages, we could tell them the waiting time!”, gives as an example Mr. Ebrahimi.


Passengers at Montreal-Trudeau were stuck in an airlock for more than two hours yesterday, some of them starting to panic, including children.

“Leaders know that they have to inform. I find that unacceptable,” laments the specialist.

If Mehram Ebrahimi determines that Sunwing customers may be entitled to legal remedies, the burden of proof is on the passengers.

“We will have to show and demonstrate that this failure was foreseeable and that the company was negligent if the failure occurred. It’s a bit complicated legally. This is the major weakness of our system, our charter,” laments Mr. Ebrahimi.

“That said, we can go to a class action and if we manage to show that Sunwing has failed [à ses obligations] we can hope for compensation, ”he concludes.

The company explained Tuesday morning that it was doing everything in its power to bring its customers to their destination.

“Our check-in system provider continues to experience a system issue that is affecting our flight operations. We sincerely apologize to all of our customers whose travel plans have been affected.

Listen to Geneviève Pettersen’s interview with Mehran Ebrahimi, director of the Aeronautics and Civil Aviation Observatory, on QUB radio:


Our team is working day and night to find alternative ways to get customers to their destination or on return flights. We have successfully processed over 15 flights since yesterday and intend to manually process as many as possible today, subject to airport restrictions, curfews and necessary crew reassignments.

Our third-party system provider, Airline Choice, continues to work with the appropriate authorities to find a resolution to the system issue as soon as possible. In the meantime, as we continue to process flights manually, additional delays are expected and we advise customers to sign up for flight alerts on Sunwing.ca.”

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