Travel advisors will have their commissions protected after Sunwing cancelled dozens of YYZ flights this week.
Sunwing’s Deana Murphy sent an open letter to the company’s “valued travel advisors” saying it appreciates the long hours advisors put in to help stranded pax during a difficult time.
“This past week has brought tremendous operational challenges for air carriers across the country, including Sunwing Airlines,” said Murphy, Vice President, Trade Sales & Business Development. “It began with the extreme winter weather events experienced in cities across Canada which broadly affected airport operations, both locally and in destination, and air carriers' flight plans.
“The significant weather disruptions also severely limited Sunwing Airlines’ ability to reposition aircraft and crew to other airports to help alleviate the backlog in flights, and adversely limited the ability to re-protect passengers on alternate carriers given widespread flight cancellations, “Murphy said. “Further operational complexities were brought on due to the temporary closure of Toronto Pearson International Airport on February 17, 2025 due to a runway incident, in which several air carriers were required to divert to other eastern Canada gateways during this time, followed by the subsequent and continued closure of two runways at Toronto Pearson.”
Murphy said the safety and comfort of Sunwing travellers is imperative. In order to prioritize the safe return of our mutual customers currently delayed in multiple destinations down south, the company “made the difficult but essential decision to cancel flights from several gateways to redirect their resources to focus on bringing them home as quickly and safely as possible.”
“While we never want to disrupt our customers' vacation plans, ensuring those currently in destination have proper accommodation and arrive home safely takes precedence,” she said. “We understand the impact of these cancellations on our customers but also recognize these circumstances have led to our travel advisors stepping in to support them day and night, and we are sincerely grateful.”
Murphy said Sunwing Vacations “will be protecting travel advisor commissions on all Sunwing Airlines cancelled flights scheduled to depart between February 17th and February 21st. “
“The travel advisor community is essential to our success in making vacation dreams come true for our customers. At Sunwing Vacations, we know how important our customers’ vacations are to them, and the invaluable role their travel advisors play,” she wrote. “We want to express our deepest apologies for the inconvenience these cancellations have caused, and sincerely thank our valued travel advisors for the graciousness and support they’ve shown during this challenging time.”
