Sunwing Airlines customer shocked by inflight spark response

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Months ago, I received a letter from a Sunwing Airlines customer who shared her frightening experience in which she witnessed a flight attendant creating sparks inflight by manipulating an emergency light in an effort to entertain her fellow crew members with a high-flying pyrotechnics display. The passenger wrote a letter to Sunwing describing this and the overall shocking behavior of this company representative.

Here is the response this customer received months after the incident:

Thank you for your letter regarding your recent experience with Sunwing Airlines. Our customers’ satisfaction is of our highest concern and we sincerely appreciate your taking the time to provide us with your feedback.

We are concerned to read of your disappointment and frustration with the treatment you received by our In Flight crew members. Our intention is to provide our passengers with the high level of service that we endeavor to introduce to the industry. We have sent a copy of your letter to our Director of In‐Flight Services to ensure that this type of behavior is addressed and to enforce that our valued passengers are to always be treated with the highest regards. We assure you this type of behavior is not the customer service standards that we aim for and normally provide. We appreciate all the feedback that we have received and will continue to implement many changes to ensure that we meet your expectations in the packages and services that we provide. We sincerely regret the situation described adversely affected your travel experience.

In closing, it is the dedicated aim of all of us at Sunwing Airlines to offer our clients the best possible service in every aspect of their travel. We sincerely regret any displeasure you may have experienced and we look forward to the opportunity of serving you again in the near future under more favourable circumstances.

Sincerely,
Customer Service Coordinator

Well, I am a bit disappointed with this response. This is not about a spilled cup of coffee, it is about safety being compromised. Considering the situation, wouldn't it have been smart to offer the customer some sort of compensation to not only as a gesture of goodwill, but to also bring the customer back to Sunwing? This situation could have turned much worse and the customer could have contacted Transport Canada rather than the airline itself; firing off an all-out investigation.