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“Chaotic and pathetic” crisis management by Sunwing, denounce Quebec travelers

Angry travelers demand explanations from Sunwing after crisis management they describe as “chaotic and pathetic”, when three planes remained grounded on Friday in Panama due to a pothole on the track.

• Also read: Flights to Quebec delayed by pothole in Panama

Bruno Robert and his partner left their hotel around 1 p.m. Friday to go to Scarlett Martinez International Airport in Rio Hato for a return flight to Montreal.

The couple was on the plane, ready to go home, when plans ultimately changed and the plane was unable to take off as planned.

“After Sunwing abandoned us, we had no information for hours,” says Mr. Robert, who assures that he will send a complaint to the airline.

The travelers spent three hours on the plane and another good three hours on the bus with “the door barred” for a while, according to their version.

They understand that the carrier is not responsible for the breakage on the runway, but they are convinced that the situation was poorly managed.

Hours without drinking

“There has been a complete lack of coordination and support. We went 10 to 12 hours without drinking and without information, no food either,” they complain.

Among the three planes which were to take off towards Quebec, Montreal and Toronto, the only passengers who were already on the plane were those on the flight to Montreal-Trudeau airport.

Everyone was eventually bused to hotels in Panama, about a 40-minute drive away, to sleep for a few hours.

“Again, we didn’t know anything about the next day,” confide the residents of Granby, who returned to the comfort of their homes on Saturday evening.

Travelers from Quebec had also recounted their misadventure to Journal.

However, they never boarded the plane on Friday. They still had to wait for hours in the airport facilities, which do not have any restaurants.

For the moment, the airline has not responded to our emails to give its version of the facts.

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