airline operation
This low-cost airline canceled numerous flights out of Pearson International Airport on February 19, 2025, citing weather disruptions and limited hotel capacity.
What is Sunwing Airlines?
This term refers to measurable goals that Sunwing could use to recover its reputation after the February 2025 incident.
What are KPIs (Key Performance Indicators)?
This major threat to Sunwing’s business could result from failing to meet minimal customer expectations during the February 2025 incident.
What is a damaged reputation?
This airport remains in "recovery mode" after heavy snowfall and the Delta Air Lines crash disrupted operations in February 2025.
What is Pearson International Airport?
This leadership style emphasizes conflict resolution and ensuring everyone feels good during stressful situations, as demonstrated by Sunwing’s response.
What is green leadership?
The aftermath of this event further complicated operations at Pearson Airport, leaving it without access to its longest runways.
What is the Delta Air Lines crash?
After this stressful incident, Sunwing demonstrated traits of this leadership style by remaining calm and resolving conflicts with passengers.
What is green leadership?
When customers face delays or poor service, they often choose this alternative action instead of returning to the original business
What is switching to a competitor?
Pearson Airport’s COO, Deborah Flint, stated that ongoing adverse weather conditions would affect this aspect of operations.
What is recovery speed?
By setting these types of goals, Sunwing could aim to recover its reputation and regain customer trust in a timely manner.
What are SMART goals?
This decision by Sunwing was described as "difficult but essential" to redirect resources toward bringing delayed customers home safely.
What are flight cancellations?
This type of goal-setting framework could help Sunwing set objectives to rebuild trust and improve customer satisfaction.
What are SMART goals?
This specific disruption caused travelers’ vacations to be postponed by two days, adding to their frustration
What is flight delays?
This critical infrastructure at Pearson Airport was blocked after the Delta Air Lines crash, complicating flight operations.
What are the longest runways?
This project management flaw may have contributed to Sunwing’s inability to adequately prepare for heavy snowfall and its consequences.
What is poor planning?
Over 700 flights were canceled at Pearson Airport due to this weather condition in the days leading up to February 19, 2025.
What is heavy snowfall?
Passengers like Rachel Jones expressed frustration over this aspect of Sunwing's communication during the crisis.
What is abrupt and unclear communication?
This phrase describes how stranded passengers felt when Sunwing abruptly announced flight cancellations without explanation.
What is "shellshocked"?
Between Thursday and Sunday prior to the crash, Pearson Airport received more than this amount of snowfall.
What is 50 centimeters?
Sunwing’s decision to redirect resources to bring delayed customers home reflects this aspect of operational management.
What is prioritization?
This subsidiary of WestJet Group is headquartered in Toronto and operates out of Pearson and Montreal–Trudeau International Airport.
What is Sunwing Airlines?
Sunwing promised refunds to affected customers within this timeframe after canceling flights.
What are 21 business days?
This traveler’s experience highlights the emotional and logistical challenges faced by stranded passengers during the crisis.
Who is Rachel Jones?
This process at Pearson Airport involves dismantling and removing the crashed Delta plane to restore full functionality.
What is crash cleanup?
This term refers to the measurable targets Sunwing could track to assess its progress in improving customer satisfaction post-crisis.
What are KPIs (Key Performance Indicators)?