Abbotsford International Airport File photo

Sunwing vacation passengers left at Abbotsford airport

YXX staffers receive praise for help to passengers; airline criticized

A plane-load of Victoria-bound passengers was left in Abbotsford late Saturday night and told to make their own way back to Vancouver Island after weather diverted their flight from Mexico.

And while the experience has left at least one passenger unhappy with the their airline’s performance, he and others have given glowing reviews to staff at Abbotsford International Airport for dealing with the incident.

Salter, his wife, daughter and 10-year-old granddaughter, were among more than 100 passengers scheduled to fly from Mexico to Victoria Saturday evening on a Viva Aerobus flight chartered by Sunwing Vacations. Instead, heavy fog diverted the passengers’ flight to Abbotsford, where the jet landed at 11:30 p.m. Forty-five minutes after that, the passengers were told to get off the plane and moved into a secure area. Several hours of uncertainty ensued, and Salter said it was past 4 a.m. by the time passengers were told they wouldn’t be flown to Abbotsford and would have to make their own way home.

While he said that was unpleasant, Salter said airport staff, and particularly operations technician Curtis Chaplin, for helping passengers. That included buying as much food as possible from a local Tim Hortons, getting quotes from a bus company, and arranging for taxis once it became clear that would be the best way for passengers to make it home.

“It was the airport that looked after us,” he said. “It wasn’t just good, it was outstanding.”

Several other YXX staffers also remained at the airport well past the end of their normal shifts to help the passengers. Airport officials say they have received several emails of thanks from passengers.

Salter said the taxis finally left Abbotsford around 6 a.m. After missing the 7 a.m. ferry, Salter and his family made it on the 9 a.m. sailing. It was 1:30 p.m. by the time the family finally made it home.

“We feel abandoned by Sunwing,” he said.

He said he has received an apology and a $150 voucher for a future Sunwing vacation, but has not been reimbursed for the cab fares or ferry expenses. And after the weekend’s experience, he’s not excited about the coupon.

In a statement to The News, Sunwing confirmed the delay and said it couldn’t comment on the diversion itself. But a spokesperson wrote:

“We were informed by Viva Aerobus that our customers experienced a delay in disembarking as Abbotsford Airport does not have a customs agent on duty 24 hours and so it was necessary to reopen customs to meet the flight. Our passenger care team then attempted to source hotel accommodation locally or secure onward ground transportation for our customers to reach Victoria. Unfortunately, given that the diversion occurred in the early hours of Sunday morning, they were unsuccessful in doing so. Customers were then advised to retain their taxi receipts for their onward travel back to Victoria and submit them for a refund. We sincerely regret that extreme weather impacted our customers’ return home and have extended a future travel voucher to them to the value of $150 per person as gesture of goodwill.”


@ty_olsen
tolsen@abbynews.com

Like us on Facebook and follow us on Twitter.

Just Posted

Express and Rivermen take advantage of depleted Trail Smoke Eaters team

The Trail Smoke Eaters dropped their opening two games of Mainland Division road trip

CP Holiday Train headed to Castlegar

The festive food bank fundraiser will take place December 12.

Kootenay communities owe names to Chinook jargon

Place Names: Taghum, Lebahdo, Sitkum Creek, and Chahko Mika come from pidgin trade language

Trail police looking for tips to identify vandals

Greater district detachment reports several business were tagged with spray paint

WorkSafeBC investigating serious incident at Trail landfill

Incident shuts down McKelvey Creek landfill Friday morning

VIDEO: SNL skewers Trudeau’s mockery of Trump in high school cafeteria sketch

The three world leaders won’t let Trump sit at the cool kids’ table

B.C. universities post $340 million worth of surpluses thanks to international student tuition

Students call for spending as international enrolment produces huge surpluses at many universities

Conservative urge Morneau to deliver ‘urgent’ fall economic update

Morneau says the first thing the Liberals plan to do is bring in their promised tax cut for the middle class

INFOGRAPHIC: How much money did your local university or college make last year?

B.C. university and colleges posted a combined $340 million surplus in 2018/19

B.C. creates $8.5M organization to improve safety for health care workers

Group will bring together unions, province, health care organizations

Kovrig clings to humour as ‘two Michaels’ near one year in Chinese prison

Their detention is widely viewed as retaliation for Canada’s arrest of Chinese high-tech scion Meng Wanzhou

B.C. VIEWS: An engine that hums right along

First Nations are leading a new surge of investment in B.C.

Brain injury from domestic abuse a ‘public health crisis,’ says B.C. researcher

Nearly 80% of the domestic violence victims who reported to police last year were women

Most Read