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Sunwing cancellations leave Edmontonians stranded in Cancun

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Despite being told they have a flight coming Tuesday, two Edmontonians stranded in Cancun are not hopeful they’ll get to go home soon.

Moe Hussein has been stuck in Cancún, Mexico, since Dec. 22, when his Sunwing flight home was cancelled.

For four days, he said he’s been checking in and out of a hotel, going back and forth to the airport for Sunwing flights that never come, and spending hundreds of dollars on taxis.

“They’re saying my flight’s on the 27th now, and who knows. They’ve said that five times.”

Weather delays and cancellations happen and that’s fine, he said, but the lack of communication or support from the airline has been frustrating.

“We’re just still getting the runaround,” he said. “In the span of five minutes, we were just literally told that we’re getting picked up in an hour, now we’re back to being delayed.”

“They just keep switching, so I don’t know what’s going on.”

Hussein said he stopped getting notifications or emails from the airline and has been having to call them himself every few hours for the last few days.

“The biggest thing that’s frustrating me is communications,” he said, adding that the constantly changing information and delays mean he can’t offer his job or family a timeline on his return.

“All I can say is, ‘I don’t know,'” he said. “I’m stuck in limbo.”

Rebecca Pilkington is also trapped in Cancún with her family, including two small children.

“Every time they tell us a flight, there isn’t one,” she said, adding that her family has spent more than $1,000 out of pocket for the almost 96 hours they’ve been delayed.

“We’re constantly running back and forth from the airport because, heaven forbid if there is a flight and we don’t get on it then we’re actually stuck.”

She said she would understand if the airline told them no flights would be available until later dates and the family could spend the duration safely and comfortably at a hotel. However, they have been told several times by the airline to return to the airport for flights that end up delayed again.

“It just makes no sense to me. Somebody somewhere knows whether there’s a flight coming or not and that needs to be passed down,” she said. “Yes or no, that’s all I want to know.”

Sunwing is covering hotels each night, and Hussein and Pilkington both said they were lucky enough to find rooms, but many other travellers have been stuck without accommodations, sleeping in hotel lobbies and at the airport.

“If you look at the videos of the Cancun airport, there’s literally ladies sleeping with their kids on concrete floors in an airport, that’s not cool,” Hussein said.

In an emailed statement to CTV News Edmonton, a Sunwing representative said severe weather has affected northbound return flights due to the ability to move planes and crew to other airports and that “teams locally and in destination continue to proactively manage the situation, and are doing everything possible to return customers home in the coming days.”

However, both Hussein and Pilkington said they have not been able to get in contact with Sunwing representatives at the airport or through the Sunwing customer care line.

Additionally, neither has been able to submit a claim through the Sunwing website because delay claims from Dec. 18 onwards were not being processed at the time of publication “due to operational challenges.”

Sunwing customers can sign up on the website for a notification when claims are open for processing.

With files from CTV News Edmonton’s Evan Kenny and Adam Lachacz

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Transat AT reports $39.9M Q3 loss compared with $57.3M profit a year earlier

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MONTREAL – Travel company Transat AT Inc. reported a loss in its latest quarter compared with a profit a year earlier as its revenue edged lower.

The parent company of Air Transat says it lost $39.9 million or $1.03 per diluted share in its quarter ended July 31.

The result compared with a profit of $57.3 million or $1.49 per diluted share a year earlier.

Revenue in what was the company’s third quarter totalled $736.2 million, down from $746.3 million in the same quarter last year.

On an adjusted basis, Transat says it lost $1.10 per share in its latest quarter compared with an adjusted profit of $1.10 per share a year earlier.

Transat chief executive Annick Guérard says demand for leisure travel remains healthy, as evidenced by higher traffic, but consumers are increasingly price conscious given the current economic uncertainty.

This report by The Canadian Press was first published Sept. 12, 2024.

Companies in this story: (TSX:TRZ)

The Canadian Press. All rights reserved.

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Dollarama keeping an eye on competitors as Loblaw launches new ultra-discount chain

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Dollarama Inc.’s food aisles may have expanded far beyond sweet treats or piles of gum by the checkout counter in recent years, but its chief executive maintains his company is “not in the grocery business,” even if it’s keeping an eye on the sector.

“It’s just one small part of our store,” Neil Rossy told analysts on a Wednesday call, where he was questioned about the company’s food merchandise and rivals playing in the same space.

“We will keep an eye on all retailers — like all retailers keep an eye on us — to make sure that we’re competitive and we understand what’s out there.”

Over the last decade and as consumers have more recently sought deals, Dollarama’s food merchandise has expanded to include bread and pantry staples like cereal, rice and pasta sold at prices on par or below supermarkets.

However, the competition in the discount segment of the market Dollarama operates in intensified recently when the country’s biggest grocery chain began piloting a new ultra-discount store.

The No Name stores being tested by Loblaw Cos. Ltd. in Windsor, St. Catharines and Brockville, Ont., are billed as 20 per cent cheaper than discount retail competitors including No Frills. The grocery giant is able to offer such cost savings by relying on a smaller store footprint, fewer chilled products and a hearty range of No Name merchandise.

Though Rossy brushed off notions that his company is a supermarket challenger, grocers aren’t off his radar.

“All retailers in Canada are realistic about the fact that everyone is everyone’s competition on any given item or category,” he said.

Rossy declined to reveal how much of the chain’s sales would overlap with Loblaw or the food category, arguing the vast variety of items Dollarama sells is its strength rather than its grocery products alone.

“What makes Dollarama Dollarama is a very wide assortment of different departments that somewhat represent the old five-and-dime local convenience store,” he said.

The breadth of Dollarama’s offerings helped carry the company to a second-quarter profit of $285.9 million, up from $245.8 million in the same quarter last year as its sales rose 7.4 per cent.

The retailer said Wednesday the profit amounted to $1.02 per diluted share for the 13-week period ended July 28, up from 86 cents per diluted share a year earlier.

The period the quarter covers includes the start of summer, when Rossy said the weather was “terrible.”

“The weather got slightly better towards the end of the summer and our sales certainly increased, but not enough to make up for the season’s horrible start,” he said.

Sales totalled $1.56 billion for the quarter, up from $1.46 billion in the same quarter last year.

Comparable store sales, a key metric for retailers, increased 4.7 per cent, while the average transaction was down2.2 per cent and traffic was up seven per cent, RBC analyst Irene Nattel pointed out.

She told investors in a note that the numbers reflect “solid demand as cautious consumers focus on core consumables and everyday essentials.”

Analysts have attributed such behaviour to interest rates that have been slow to drop and high prices of key consumer goods, which are weighing on household budgets.

To cope, many Canadians have spent more time seeking deals, trading down to more affordable brands and forgoing small luxuries they would treat themselves to in better economic times.

“When people feel squeezed, they tend to shy away from discretionary, focus on the basics,” Rossy said. “When people are feeling good about their wallet, they tend to be more lax about the basics and more willing to spend on discretionary.”

The current economic situation has drawn in not just the average Canadian looking to save a buck or two, but also wealthier consumers.

“When the entire economy is feeling slightly squeezed, we get more consumers who might not have to or want to shop at a Dollarama generally or who enjoy shopping at a Dollarama but have the luxury of not having to worry about the price in some other store that they happen to be standing in that has those goods,” Rossy said.

“Well, when times are tougher, they’ll consider the extra five minutes to go to the store next door.”

This report by The Canadian Press was first published Sept. 11, 2024.

Companies in this story: (TSX:DOL)

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U.S. regulator fines TD Bank US$28M for faulty consumer reports

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TORONTO – The U.S. Consumer Financial Protection Bureau has ordered TD Bank Group to pay US$28 million for repeatedly sharing inaccurate, negative information about its customers to consumer reporting companies.

The agency says TD has to pay US$7.76 million in total to tens of thousands of victims of its illegal actions, along with a US$20 million civil penalty.

It says TD shared information that contained systemic errors about credit card and bank deposit accounts to consumer reporting companies, which can include credit reports as well as screening reports for tenants and employees and other background checks.

CFPB director Rohit Chopra says in a statement that TD threatened the consumer reports of customers with fraudulent information then “barely lifted a finger to fix it,” and that regulators will need to “focus major attention” on TD Bank to change its course.

TD says in a statement it self-identified these issues and proactively worked to improve its practices, and that it is committed to delivering on its responsibilities to its customers.

The bank also faces scrutiny in the U.S. over its anti-money laundering program where it expects to pay more than US$3 billion in monetary penalties to resolve.

This report by The Canadian Press was first published Sept. 11, 2024.

Companies in this story: (TSX:TD)

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