Family vacation of 9 booked travel to All inclusive resort in Punta Cana. Flight left Orlando on Saturday afternoon and arrived in San Juan, PR for connecting flight to Punta Cana. Flight then was delayed by an hour and asking the gate personnel we were informed that the 'Ground crew" has failed to show up yet. Minutes later, while getting food for my children, I received an email the flight was cancelled.
One back at the gate, the entire passenger manifest was in a long line to inquire about the next steps.
We waited 5 hours to speak to gate agent, we were then told that the next available flight was 2 days from now and the closest airport would be SANTO DOMINGO-- 3 HOURS DRIVE FROM OUR HOTEL!!
We then had to beg and plead for a place to stay in PR. They finally agreed to after all of us complained that my little kids couldn't sleep on the floor nor could our 85 year old grandmother do the same.
They proceeded to provide food vouchers for $300 for 2 days at the hotel for 9 people.
While exiting the PR airport we had to provide proof of vaccination or testing within 48hours, which was impossible on the weekend. We were then subject to $300 fine for everyone in our party (9).
Two days later, we once again were delayed 2 1/12 hours for our flight to Santo Domingo. Finally at arrival, we took a van to the hotel and arrived at 8pm, lost two days of our vacation, incurred $1k in expenses during our two days along with fines.
Once back home, I contact customer service and they are willing to do NOTHING to compensate both fines or costs incurred by staying in PR.
The canned response was, you should have had insurance.
I understand weather related cancellations but not a labor issue. This, if your reading other reviews, is happening very frequently.
Bite the bullet and pay a little more for a more reputable airlines. I will NEVER use them again and will tell EVERYONE to avoid this airlines like the plague!