Sunwing Says Outage Result of Cyber Attack on Service Provider

Sunwing PlaneSunwing has apologized to pax stranded by its network outage and has revealed the issue that’s been affecting its flights for days was caused by a cyber-attack on one of the operator’s service providers in the U.S.

Mark Williams, Sunwing’s CEO, told CP24 that the third party had “been breached.”

As reported in Open Jaw Tuesday 19APR, Sunwing is the only Canadian airline affected by the provider’s system breach.

“A system that is up and running all the time, which never fails, was hacked,” Williams added. “They had a cyber-breach and they’ve been unable to get the system up.”

Until both American and Canadian authorities can verify the provider’s systems are now secure, they can’t be reactivated.

Williams did not say whether any passenger personal information had been jeopardized in the attack. And he was unable to provide a timeline for Sunwing to be operating again normally.

That leaves the operator working “around the clock” to operate manually - including writing boarding passes for passengers by hand.

A statement issued by Sunwing says, “while we continue to process flights manually, additional flight delays can be expected and customers are advised to sign up for flight alerts on Sunwing.ca.”

The incident has impacted all of the carrier’s flights to and from Canada, affecting thousands of pax departing from Canadian airports and also those trying to return to Canada from Sunwing destinations. Reports say pax have been stranded at airports in the Caribbean for days.

The operator is reportedly providing hotel and / or transportation vouchers to return pax home from Canadian gateways or stay overnight until they are able to fly them.

Williams confirmed that Sunwing is anticipating providing “significant cash compensation” to some pax, and is also allowing travellers to delay their vacations, with penalty-free rebooking available to booked pax until 23JUN.

Lynn Elmhirst


With a background in broadcast news and travel lifestyles TV production, Lynn is just as comfortable behind or in front of the camera as she is slinging words into compelling stories at her laptop. Having been called a multi-media ‘content charmer’, Lynn’s other claim to fame is the ability to work 24/7, forgoing sleep until the job is done. Documented proof exists in a picture of Lynn at the closing celebrations of an intense week, standing, champagne in hand - sound asleep. That’s our kind of gal.

You may also like
Israel Ministry of Tourism Launches New Campaign to Inspire Travel this Winter
Israel’s Ministry of Tourism has launched a new digital advertising campaign, ‘Anywhere’, aiming to inspire Canadians to travel to the destination ...
Dominican Republic's DR Tourism Roadshow in Canada
At recent events in YYZ and YUL, the Dominican Republic also introduced the DO Travel Rewards program, a loyalty initiative for ...
Atlas Ocean Voyages Announces New 2024/2025 Polar Expeditions To Antarctica
Atlas Ocean Voyages announced new "Polar Expeditions by Atlas" to Antarctica, setting sail from NOV 2024 to MAR 2025. Bookings have now commenced.
Carnival Freedom
Carnival Opens Bookings on Itineraries Featuring Celebration Key
Carnival Cruise Line opens sales today for nearly 400 cruises on 12 ships sailing from eight homeports to its new private ...
Oceania Cruises' Regatta
Oceania Cruises Releases Summer 2025 Collection
Oceania Cruises revealed its 2025 Summer Collection of voyages, featuring a lineup of more than 100 itineraries, plus nearly 50 Grand ...

Talk Back! Post a comment: